Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Shopify Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello and thank you *** you are a Godsent I have been with Shopify for year and have paid my store three years in advance in US funds. I get close to five hundred views a month. The problem is that no one reaches me. I have complained to Shopify countless times, and they do nothing, and tell me my email address to the store functions fine. ********************** I can see when people are pressing my contact button, but I never get their messages. I even email myself with this above email to my own address and its mailer returned all the time. Which proves that I am paying for this site, and no one contacts me because the email address is not functioning. I have told Shopify till I am blue in the face all the mean while they fill their pockets with American money when their original office is in Ottawa. Can you please help me get some justice out of my hard-earned money. This has gone on for years now. Try it use my email in your email provider and see it will say wrong email. What is the point of being in business if the address is messed up. Thank you.

  

  Business Response

  Date: 05/12/2022

  Hellp *****,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulty with your emails. 
  These types of issues can have a few different causes. The first one being a Spam / Junk folder issue. When emails are forwarded as they are in this case it is likely they are pushed into the Spam folder by your email provider. 
  

  To troubleshoot them properly and thoroughly will take up more space than the *** word count will allow. I have gone ahead and sent you an email to your email address on file. You can reply to me directly through that email and I can help you further. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/12/2022

  
  Complaint: 18486934
  
  I am rejecting this response because: Hello *** and thank you.  Shopify has employees and whatever else that likes to shoot off answers while in the comfort of their chair. Never do they ask the right questions to get to a matter. This is the problem and more seriously a service failure for a paying customer who has been inquiring and seeking answers for years now costing me countless customers in the process who have been trying to reach me. I had a friend go to my site and use the email and I never did receive her email.

  Lazy Shopify associates continue to say it's in your spam folder which the messages are not. 

  Did the lazy shoplifty associate try to send an email to **********************. I looked in my spam and I have one customer message which seems to be computer generated a bot possibly. 1 just one message and non from *****.

  I use this email to connect with customers and to this day have not received one legitimate contact after thousands of visits to my business. 

  When I use ********************** the email gets returned to me as mailer ****** and this has gone on for years without this company that gladly takes my money but never Never addressed this grave issue. I have asked this company to return monies to me as compensation and they ignored my request all the while constantly giving me the run around with cheap easy answers never solving my problem that I have paid for to have as a service.

  The ********************** cannot be used in a email like msn or Gmail. When I do a test in my Gmail Brower to [email protected] I do not see the sent test in my spam or regular mail section. Never did this company fix this problem, nor did they sincerely follow up with answers and fix the problem as serious as it is. Someone could have called me, and trouble shoot this easy fix. The problem is that this company has to many wanna be's who don't know what they are doing or saying- they wing it and shuffle people's issues and get one off the phone with long winded template instructional emails that don't work.

  For this I want the problem address and a monetary compensation for service failure for all these years.
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/12/2022

  Hello *****, 
  I

  have sent you a follow up email with further troubleshooting steps to help us get this issue solved for you. Please let me know by responding to that email the outcome of this further troubleshooting. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/12/2022

  
  Complaint: 18486934
  
  I am rejecting this response because: iHello *** and Shopify I have waited for years for my business to take off and this is just now being taken seriously, the repercussions are beyond damaging. Please prepare a package for me in dollars for damage. Remember that for years I am crying for help  and still the problem is not resolved yet. This company does not care about its clients but has created an eco system on the backs of it customers. Now pay up for service failure.

  The last email with the email forwarding seems to get through but slowly out of msn I am still awaiting the test emails from Gmail out.n
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:29/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unwanted consent trick to data mine our shopping I want a full opt out Not interested unless upur paying me U take a % of sale as third party . I purchase from Merchant only not interested in this trick Please make a. Opt-out so we can honor merchants otherwise no sale if I see Shop pay or shopify No sale no more purchases And also opt for the refund of fees I did not consent to from Merchant under my consent of purchase. No thank u No sale

  

  Business Response

  Date: 29/11/2022

  Hi ******, 
  

  My name is ****** and I’m a Support Lead here at Shopify.
  

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 
  

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards, 
  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:29/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot use my shopify store, they will not call, shut my business down for no reason, not making deposits to my bank after receiving payment from my customers. They need to open my store up so I can take care of my customers. If not, then I will be forced to use another company.

  

  Business Response

  Date: 29/11/2022

  Hi *****, 
  

  My name is ****** and I’m a Support Lead here at Shopify.
  

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 
  

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards, 
  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:22/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have just been told after being assured by a number of representatives from Shopify payments whom all stated and I have the emails to prove it that my payouts account was fine and I'd be receiving an email shortly that the hold was removed , instead I got an email that says I will be losing access to over 39,000 dollars In fund for an additional 112 days which ends up being March 23rd or so with no explanation and they are legit verified monies I find this unacceptable and from this forum all the way to google reviews and consumer reports I'm going to let everyone know that the monster that is Shopify are not as simple and merchant friendly as we think the agents have no problem flat out lying to you even in email and then you will be told something different

  

  Business Response

  Date: 24/11/2022

  Hello ***,

  
  My name is ******, a Support Lead at Shopify. 

  
  I appreciate you reaching out to us. Due to the public nature of *** complaints, I will follow up with you via email privately to discuss your account status. By this time, our Shopify Payments team will have already reached out to you as well, with further information with regards to your case. Please keep an eye out for our followup email. Thank you for your time and feedback, and we look forward to continuing to work together. 

  
  Thank you,
  ******
  Shopify Support
  

  
  

• Initial Complaint

  Date:22/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on 11/12/22 I received an email from Shopify legal department telling me to remove items that they believe were trademarked. I immediately removed those items and responded right back to their email stating this, they then got back to me a day later stating I now I need to remove another set of items that they believe to be trademarked. I am mediately found those items and remove them and responded back to the email. Two days go by without hearing back from the legal department and now my website is shut down. I emailed the legal department back after finding out that my website was shut down no one got back to me for two days again stating I now have other items that they believe are trademarked I removed those items which were actually licensed and I am allowed to sell them but I removed them anyways just so that my website would be back up. I let them know this and it is now been three days with my website shut down so I’m not getting any business losing lots of money. Now it is hey Friday and I know that their legal department will not get back to me over the weekend because they could care less about my business so now Monday I email the legal department still hearing nothing back from them I contacted support and all support can tell me is that they can’t handle this issue the legal department needs to and that someone will reach out to me. Well two more days go by and still nothing from the legal department it has been a daily chore of mine of contacting the legal department and Shopify support on a daily basis with no help at all and still no response from the legal department. Now it has been a week 11/22/22 with still no response and Black Friday is in two days. I am losing so much business yet they are still having me pay for their services which they have not provided.

  

  Business Response

  Date: 23/11/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can certainly feel the level of your frustration trying to get your store back up and running, especially at such a busy time. I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:21/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an outstanding balance on my account and I received a notice that my store would be frozen on 11/22/22. But Shopify froze my store on 11/21/22. A day early. I tried to pay the balance, but needed to use 2 different debit cards. But the rep said that shopify couldn't process a split payment and that my store would continue to remain frozen. I have been with shopify since 2013 and I have a hard time believing a $44B company cannot do split payments. Or extend a long time customer the courtesty of unfreezing my store for 1 day so I can pay with one debit card vs. two. I can't believe your systems are so rigid that customer service reps are totally helpless, or maybe I just got a really bad rep. With my store frozen I am losing money and risk reputational risk if new and existing customers can't access our site. ** ****** ****** ** *********   I think at a minimum, as a 9 year customer, reimbusement for sales lost while my site was frozen would be a decent gesture. When I joined Shopify the staff was helpful and could problem solve. This is not the same Shopify I signed up with. I feel like a number and faceless customer and not a valued partner.

  

  Business Response

  Date: 23/11/2022

  Hi ******, 
  

  I am *****, a Support Lead here with Shopify.
  

  I am sorry to hear that your support experience has not been as smooth as you would have liked. Security is paramount at Shopify and with the public nature of the *** and the sensitive details we will be discussing about your account I have sent you a separate email to the account owner details we have on file which you can reply directly to. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:21/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2022, a customer purchased product for $120.39 from my store on the Shopify platform. On May 19, $116.60 was credited to my bank account. The customer placed a claim that she had not received her product on June 13 and her credit card was credited $120.39. On June 16 $135.39 was debited from my account by Shopify. The customer reversed the chargeback within 24 hours of filing the claim with her bank and the $120.39 was debited for a second time from her account. I have not received the $135.39 from Shopify despite providing proof of delivery, emails from the customer and a letter from my bank. Shopify’s ridiculous, ever-changing requirements and delays have continued and this morning I received an email from Shopify that my case was closed due to inactivity along with a message with a new list of requirements.

  

  Business Response

  Date: 21/11/2022

  Hi ****, 
  
  My name is ********, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for more clarity on a refund request you submitted to our team. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 22/11/2022

  
  Complaint: 18444434
  
  I am rejecting this response because:

  I received an email from the business and was instructed to provide information by replying to the email. I did as instructed and my emailed response with attachments was rejected by Shopify.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 22/11/2022

  Hi ****, 
  
  Thank you for replying to my previous email. Due to ***s being public in nature and the sensitive account information around this issue, I have replied with all the sensitive details pertaining to your account through our support system in order for us to discuss next steps towards a resolution. 
  
  I look forward to hearing from you soon. 
  
  Kind regards,
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 23/11/2022

  
  Complaint: 18444434
  
  I am rejecting this response because:

   

  The 2nd email that I received was simply a repeat of the first email.

  I am unsure if anyone is actually reading my emails and attachments.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 24/11/2022

  Hi ****, 
  
  

  Thank you for getting back to us. This is ******** once again. 
  
  I sent out an email on November 22 with the ****** *** ********* Please advise if you have received this message. Due to ***s being public in nature and the sensitive account information around this issue, I cannot discuss further details on this email here, but I have sent you another private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 05/12/2022

  
  Complaint: 18444434
  
  I am rejecting this response because:

  It has become apparent that Shopify has no intention of returning my $255.78 that they have been holding for months.

  In the age of computers the “merchant bank” knows exactly where the funds that they are withholding came from and that their ridiculous demands are impossible to meet.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:18/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/14/2022, i received an order for $2,497. On the date of payout for this fulfilled order Shopify suddenly held my payout, and stated there was a standard review being conducted. I have reached out on 11/14/2022, 11/16/2022, and 11/18/2022. Each time I'm told this matter is being escalated and await an email. I still have not received any email, and now this is holding up my business. Each customer service rep says that my clients can still checkout. Why would I send customers here and provide service, so Shopify can hold my money. This is definitely detrimental to small businesses. I would like to receive my payout for services that I provided to clients.

  

  Business Response

  Date: 24/11/2022

  Hi *****,
  
  My name is ******** and I am an ********** **** here with Shopify. I appreciate your time and effort to reach out to us.
  I recognize your frustration and I am happy to assist you from now on. For privacy purposes, due to the public nature of *** complaints, I cannot go into detail pertaining to the specifics of this case here. I have sent an email to [email protected], with further information regarding your concerns. Please keep an eye out for that email. 
  
  Kindest regards,
  
  ********
  ******* ********** ****
  
  

• Initial Complaint

  Date:18/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spoken with ***** S and she is too busy trying to judge emotions instead of fixing my account. I told her the only set of recovery codes that I received are not working for my account and I don't have a phone so that is the only way I can get authenticated. She has done nothing.

  

  Business Response

  Date: 18/11/2022

  Hi *****,
  
  My name is *****, I am a  Support Lead here at Shopify.
  
  Thank you for sending this through to us, I have taken a look into your interactions with our support, and I will be supporting you through this request. I can see that you are looking for support with with accessing your account. Due to the sensitive nature of this issue, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution.
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  
  ***** | Support LeadTell us why here...

  Customer Answer

  Date: 21/11/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I spoke with ****** about that this company continues too charge my account and they have refused insistently too get the Spotify for Artist integration set up so that I can sell my products. I feel this company is deliberately hurting my business while accepting payment too thiers. I want to be recompensed for this terrible customer service and business practices. * **** **** ** ********* ** *** ******* ***** ** *** ***** **** **** *** ** **********  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/03/2023

  Hi *****, 

  I understand you are experiencing another issue separate from your original *** complaint. I have reviewed your support interactions surrounding this issue and will be following up with you via email. 

  Thanks, 

  ***** | Support Lead 

• Initial Complaint

  Date:17/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongfully charged $80.97 to my debit card by Shopify. On Nov. 9th, I contacted Shopify directly regarding a billing issue. I was wrongfully charged for an app that properly disconnected from my store. The result of that issue was; my bill was refunded two charges, one for $29.99, then $6.99. I was also offered a free month of service for all the hassle. On Nov 13, I was charged AGAIN, this time for $80.97. I did not approve of this charge at all. It happened at 3 AM! So I contacted Shopify today to resolve this, and they refused to return my funds to my account. They have a billing statement that does NOT match the one on my Shopify admin account, nor does it accurately display the apps I use (see attachment). Furthermore, I informed the rep Eric that I will no longer be doing business with Shopify and his only offer was to give me a credit for an account that will not exist next month. That bill is ********** and does not represent what I use. They illegally charged my card for services that I shouldn't have been charged for and are refusing to return the money to where they got it from. There is no concern about what affect them taking money that doesn't belong to them can do. I even broke my bill down for the representative to show that the charge was a weird fluke of some sort. If I was going to be charged for this month's cycle my actual bill should only consist of the following: ******** ******* ********* -$19.00 ***** *** **** - $6.99 ********* * **** **** ******* **** - $29.99 Which is a total of $55.98 due for November. But if you look at the billing statement on my screen and what I was charged, the amount still isn't accurate. If I was being charged for November per what my screen show; the bill should have been $84.98 because they changed me for the apps above and $29.00 for Shopify which should have been free. Even if we look at what their team sees the charge doesn't make sense. See attachment for more.

  

  Business Response

  Date: 18/11/2022

  Hi *******, 
  

  My name is ****** and I’m a Support Lead here at Shopify.
  

  Thank you for taking the time to lodge this complaint with the BBB. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 
  

  Due to the public nature of the BBB I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards, 
  ****** | Shopify Support Lead