Complaints

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

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  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:17/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 tried setting up a website under a free three month no obligation trial. They charge you a $1.00 a month. I never finished setting it up because I couldn't figure it out. So I went right away back in there and read how to delete my stuff out of there site so I wouldn't be charged for having a website. They have made it so I can't get my charge card out of their site. But to make matters worse I've deleted all my information now so I cannot get back in there. I've been in contact with both my bank and visa and they want me to cancel my card and I won't do it because I feel it's possible they could have the program that has the capability to get updated visa dates or new numbers. So they are scaming people here. I just want my card deleted out of there site. But there is no way of getting ahold of them

  

  Business Response

  Date: 23/11/2022

  Hello *****,
  
  Thank you for reaching out. I'm *** ** a Shopify Operations Lead.
  
  For privacy purposes, due to the public nature of BBB complaints, I cannot go into detail pertaining to the specifics of this case. I have emailed the Account Owner email address on file with further information regarding your concerns. Please keep an eye out for that email. Ticket: ********
  
  Best,
  
  *** | Operations Lead
  

  Customer Answer

  Date: 25/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: What are they doing??? Have they deleted my credit card off of there site? I still have not heard from them as of today Nov 25th. Are they going to contact me directly? Not sure what they are planning on doing?
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 25/11/2022

  Hi ****** 
  
  The email was sent on Wednesday, November 23rd, and we received your reply on Friday, November 25th (Ticket ********)
  
  Due to privacy reasons and discussion of payment methods, I’ll continue helping you through the support email – we’re working with you to remove your payment method from the store.
  
  Don’t hesitate to reach out by replying to the email I sent some minutes ago.
  
  Best,
  
  *** | Operations Lead
  
  

  Customer Answer

  Date: 30/11/2022

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

• Initial Complaint

  Date:15/11/2022

  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.

  My husband, **** ******, received promotional material from Shopify. He doesn't wish to receive an advertisement from Shopify. We tried to find a way to contact Shopify to inform them of this. There is no way to call them. No phone is listed on their website, so this is our only recourse. We would like them to remove permanently remove him from their mailing list.

  

  Business Response

  Date: 15/11/2022

  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:10/11/2022

  Type:Service or Repair 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 havr an online store hosted through shopify, my account has been hqcked and i have no way to reach them either by phone or email, cannot acces my accoumt, and my persinal.and custimer data has been compromized badly . Shopify refuses to remove the api access and refused to restore my account content or offer compensatiin or any other help. The shop was opened in march and should be located at woodearrings.com I have no way to get a reply and when calling the support number, it says it is disconected. The caht support box and email seems to lead to peiple who have no training or are bit actual empliyeea

  

  Business Response

  Date: 11/11/2022

  Hi *******,

  
  My name is ******, I'm an Operations Lead here with Shopify. I regret to hear of the issues regarding your account and the difficulties concerning receiving further support.
  
  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.
  

  
  Kind regards,

  ****** | Operations Lead

  
  

• Initial Complaint

  Date:08/11/2022

  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 joined the Shopify platform with plans of opening an online store. Around the time that I joined they were having a sale that would allow me to pay $1.09 a month for the first three months of having my store. I selected a plan that would cost around 19-20 dollars a month to keep the store running after the sale ended. Unfortunately I hadn’t put much time and attention into my online store because my plans changed. Around October I noticed a charge to my bank account that was for $31 that was taken from Shopify. I saw this and immediately went to close the store I had. In fact, I deleted the store completely. Today, 11/8/2022, I get the same charge of $31 dollars to my account, which caused an overdraft, once again from Shopify. Immediately I went to my account, the online store was restored, which was not my doing nor was I made aware that it had been restored. I immediately went to permanently delete my account with them. Once deleted I had to plan to dispute their charge on my account, that wasn’t supposed to happen again due to me deleting my store and not even having a domain for my website. Exactly 11 minutes later I received an email saying my account was restored. I was bewildered by this because I am the only person with access to this account. So tried to contact their sorry excuse for “support” to inquire about my account being restored without my consent??? There was a “wait time so I canceled the request. I went to permanently delete my account once again and once again I receive an email 44 minutes later saying my account was restored again. I am livid at this point because not only am I getting overcharged for something that I don’t use and tried to rid myself of, I’m being prevented from deleting my account altogether. This is a very predatory way to conduct a business and I hope they get shut down for their shady practices behind the scenes. I will be contacting my bank and I will seek legal action if it comes to that!

  

  Business Response

  Date: 09/11/2022

  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:04/11/2022

  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've had a Shopify shop (online store platform) for many years and mostly it ran smoothly. I recently noticed that the platform stopped accepting credit card payments from my customers. My customers were unable to buy my merchandise (original paintings, shirts, stickers). I also then noticed that Shopify appeared to be holding some of my funds "Payouts" since January 2022 totaling $1658.63. I inquired with Shopify last week 10/26/22 through their "chat" online center. They created a "ticket number" ********* I also tried to discuss this on the phone where they can only call clients back. No direct phone number. (This was not the case years ago.) I spoke with various people at their call center and they all assured me that I would receive an email response to resolve the situation within 24-72 hours. The 72 hours has passed and still no response. I have clients that wish to place orders with a credit card and cannot. I'd like Shopify to contact me and once again let my shop accept credit cards and release my funds held by Shopify.

  

  Business Response

  Date: 04/11/2022

  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:03/11/2022

  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 have the same complaint as many others, "*****" The ad indicates free trial, you will be assessed full price if you do not cancel. I filed my cancel and thought I was cancelled. Each month since May I have been charged $102.00 and the last charge was October 23, 2022 after I had chat conversation with one of the agents in September whom confirmed there will be no more debits from my account. I have the entire conversation. I took pictures! Furthermore, I requested in September that conversation for confirmation purposes and proof of evidence that ***** ******* or any account associated with ***** ******* be removed and cancelled immediately. I indicated I do not want to be any part of Shopify and my proof shows where she indicated there will be no more debits. Just last week I requested refund $102.00 taken out in October. I am now requesting $700.00 returned to me. Seems to me the only choice I have is Legal! Perhaps, Class Action Lawsuit! In attempt to communicate with Shopify it is almost impossibe! The chat, they will tell you its no more debits and continue to debit. I have tried over and over and stop debiting my account. How can you debit someone account who does not have a site or any type of anything with Shopify. I do not have anything with Shopify, my account has been closed! My complaint is the company is not only taking my money illegally but imagine how many others are suffering and going through the same thing. Stop! We want our money refunded and do not want to be associated with Shopify in any manner. I am requesting my money be refunded. I never used the the services! ***** *******

  

  Business Response

  Date: 04/11/2022

  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:03/11/2022

  Type:Sales and Advertising 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 someone attempt to make a $20000 purchase on our site that was fraud. My payment gateway and processor both have denied the sale and are not charging fees for the transaction, but shopify is charging 2% or $400 for a transaction that never went through. Shopify is being very difficult and it is clearly an issue on their end. I have pictures and emails from my payment gateway to prove my case

  

  Business Response

  Date: 10/11/2022

  Hi ****,
  My name is **** and I am an Operations Lead here with Shopify. I recognise the reason for your frustration and I am here to guide you through the solution.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  Kindest Regards,
  **** - Operations Lead

• Initial Complaint

  Date:31/10/2022

  Type:Service or Repair 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.

  Paid for a disfuctional tap and click device for the shop to be able to offer my clients an easier way to checkout. Only to find out that this machine requies constant connection issues which will connect for like two minutes and then need to go through the entire process again from the beginning. It was bought in June 2020 because Shopify disabled the previous machine used for credit cards and had us or anyone who wanted this new machine would had to be paid for - so they firstly go ahead and say their own device isn't going to work and by the way the new one would be costing you more money and Lastly it might become a stain in you're life; since it would require constant reconnection. And what do i get from them Shopify is that i am told to go through the same actual steps that are on the website or via their customer service provided. Therefore, everything is regurgitated, no one really knows how to fix the situation, they are all just reading what it says on their screen to give me the same identic information that I able to find out myself. But the Matter of the fact is here that it's Shopify who is at fault who shoved this new machine in order to prosper on many small businesses as they need to upgrade to the new machine as the old one wouldn't work and is obsolete. Furthermore they don't have any supervisor to be able to talk to or ombudsman available to rectify the situation at hand. All they keep saying is the same thing again and again and again. As if they are still give years old and singing "it's the song that never ends, it goes on and on my friend". Looking to have this resolved ASAP as this is causing my small business to loose time, energy, credibility, and money.

  

  Business Response

  Date: 12/11/2022

  Hi ***, 
  
  My name is ****** - I am an Operations Lead with Shopify. 
  
  I am sorry to hear that the POS device is no longer functioning. Troubleshooting at the best of times can be somewhat tiresome, and having to do it repetitively is certainly is not ideal. 
  
  Due to the public nature of the ***, I will be reaching out to you directly via email. Please respond to me there to move this situation forward. 
  
  Warmest regards, 
  
  ****** *. 
  
  Shopify Operations Lead

• Initial Complaint

  Date:30/10/2022

  Type:Service or Repair 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.

  Ok, been with shopify over 2 years. They constantly have bugs with the system resulting in us retailers losing sales you have to bombard them with emails or they ignore you as cut down on technical staff now its share owners are involved. The last 2 weeks we have noticed very high abandoned cart issues and customers saying can't checkout on our store. Have tweeted to shopify as most do and they said I need contact support so I did 2 days ago and got ticker number, no one has replied. Now after reading other tweets from retailers same issue they state that shopify have rolled out a new checkout week or so ago not told any of us but on other posts shopify admit this yet when I ask that say no we don't know about this on there shopifysupport twitter, tonight i tweeted including others and still no reply from support even when I added email from yet another customer who can't checkout so ignore me. Then I got an attitude tweet from shopify support luckily I screen shotted it as now deleted it! What an absolute disgrace!!!

  

  Business Response

  Date: 30/10/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us for review. Reading through your issues I can certainly appreciate how unsettling this has been for you. 
  
  Due to the public nature of the *** I am unable to discuss account specific details however I can advise a colleague of mine called **** is already looking into your situation and has emailed you earlier today. Please check your emails and respond to this as soon as convenient to help us understand more about what you are experiencing. 
  
  Warm Regards
  
  *** - Shopify Support Lead

• Initial Complaint

  Date:28/10/2022

  Type:Service or Repair 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.

  have shopify system and they have us locked our of our account. for 4 days. there is no one to speak with that can correct. they say we need authentication code, and, no one will assist us. this is where we process credit cards, and they control all that.

  

  Business Response

  Date: 29/10/2022

  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

  
  

  Customer Answer

  Date: 31/10/2022

  
  Complaint: 18330126
  
  I am rejecting this response because:  i have been shut out of my account for 1 week.  of course i have continued to been charged.   this is un-acceptable!   there should be another way to resolve, without my 65 hours of work on this.  this is ridiculous!   there should be an account manger for territories.    and also a simpler way of verifying information.  so non professional.  i would never recommend this company to anyone.  

   

  
  Sincerely,
  
  ****** ****** *****

  

  Business Response

  Date: 02/11/2022

  Hi ******,

  As we have been communicating with each other through email, I’d like us to continue discussing there due to the public nature of ***. Please check our email thread (33900108) for my most recent response. 

  Warm regards, 

  ****** | Shopify Support Lead