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:28/10/2022

  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.

  We have been trying to work with Shopify's Marketplace team for nearly a month regarding their Google channel app. They respond maybe once per day, are closed on weekends, and continue to provide misinformation and/or non-answers. This issue has affected all 42 of our stores and Shopify does not provide a higher level of customer service (i.e., speaking to a manager or the Marketplace team directly) to resolve. Not having our products show in this app has caused numerous issues for our business over the past month, and is expected to continue given that we are not getting the help needed over email, and this is the only channel available to us. We have called Shopify and have had an agent try to speak with the team in real-time, but they kept pushing off the issue. Today, they state they can only help over email. This lack of customer service and lack of acknowledgement regarding clear issues with their app has and continues to cause numerous problems. We are asking for an alternative method to getting all of our concerns addressed per ticket ********. Secondly, we are requesting the subscription and any other fees on all of our stores (those referenced in the ticket) are refunded as a result of being unable to manage and promote our products due to ongoing and reported issues with this app.

  

  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

  
  

• Initial Complaint

  Date:26/10/2022

  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.

  Dear Sir or Madam, I am running an ecommerce business called 'Skinnify' (www.skinnify.de). We sell innovative fitness products to customers in Germany, e.g. leggings with built-in resistance bands that help customers to lose weight. Our online shop runs on Shopify with the ID '******************************'. When I started my work on Tuesday, the 25th October 2022, I realised that Shopify made our entire online shop disappear over night. The website cannot be opened by our customers anymore. Besides, we cannot access the backend anymore and we lost all customer data. The entire business pretty much disappeared over night and there is nothing left. So far, we have not even been notified by Shopify that they closed our store nor why they did it. Our store just disappeared. That´s it. This situation causes a tremendous challenge for our business. I can understand that Shopify would like to prevent fraud on their platform and might take down stores from time to time. However, our business is 100% legit and I can prove that: 1. We had a high-quality product that satisfies 95%+ of our customers. If customers were dissatisfied, we refunded their entire money without asking questions and even paid for the return fees. You do find a single negative review about our business online. 2. We shipped out all orders within 1 business day and uploaded valid tracking numbers on Shopify. Shopify can check each tracking number and convince themself that we actually shipped our orders. 3. All the claims on our website are 100% true and not made up. 4. The business details that we used to sign up are correct. Therefore, I would like to ask Shopify to reconsider their decision to close our online shop. If Shopify needs any documents that support the legitimacy of our business, I am more than happy to provide them. Feel free to contact me at ********************************* **** ******** ********* ********

  

  Business Response

  Date: 05/11/2022

  Hi *********: 
  
  My name is ****** - I am an Operations Lead with Shopify. 
  
  I regret to hear your store was closed without notice. Due to the public nature of the ***, I am unable to discuss account specific details, so I have reached out to you via email. Please respond to me there to discuss this further. 
  
  Warmest regards, 
  
  ****** ** 
  
  Shopify Operations Lead

• Initial Complaint

  Date:25/10/2022

  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.

  I ask for a service two weeks ago and still have not received it ! I would like my money back. I was told I would revive it on two different occasions and still have nothing

  

  Business Response

  Date: 25/10/2022

  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
  

  
  

• Initial Complaint

  Date:25/10/2022

  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.

  This place is absolutly ridiculous. So I started a new store got my merchandise, started marketing myself and got my first sale. Shortly after that, I got an email my store was being closed and that the buyer was disputing the charges. So the bank sent me a response form, I responded and then I won the dispute. So they had to return the money to me, that they had already taken. And they said it would be paid out to me by the next pay period. I had it set to pay daily so I waited like a week. Then still hadn't recieved anything on my Shopify card, so I contacted support. The first agent I spoke with told me it'd be 24 hours before I recieved my payout. So I waited 1 day and still wasn't on there. So I have contacted support at least 2 times a week for the past 5 weeks! And still haven't recieved nothing.... They keep telling me they had to escalate this to specialists and wait for an email from them and still haven't heard nothing, haven't recieved nothing. I have complained and asked to talk to the specialist they can't forward my call to them! I think I am getting ripped off. I am getting more and more irritated the more I think about it...

  

  Business Response

  Date: 27/10/2022

  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
  

  
  

• Initial Complaint

  Date:24/10/2022

  Type:Product 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.

  Dear Department, My name is ******* ****** and I want to address how Shopify is taking money out of my account without due process for a fraudulent charge back from two ******** despite me showing them evidence of those ******** trying to use multiple credit cards against my Shopify store. Plus, their salesman **** was an terrible at helping me. I want my money and to close my store through them. It's a waste of money when they don't respect store owners.

  

  Business Response

  Date: 27/10/2022

  Hi *******,
  

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

  I’m sorry we were not able to resolve your issues within our normal Support channels. 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: 28/10/2022

  
  ********** ********
  
  I am rejecting this response because: ***** didn't get back in touch with me after I email him. This company shouldn't be allowing ******** to do chargebacks for no reason. Then when I try to explain myself...they decided to just to take the chargeback out of my money. Most companies don't allow ******** to do chargebacks, demand store owners to give up evidence, and demand the store owners to pay them even after presenting evidence. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 30/10/2022

  Hi *******, 
  

  My apologies for the delayed reply. I was out of office for a couple of days and also the timezone differences will mean there is a slight gap between responses. Please check your email to make sure that you have received my latest email. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 31/10/2022

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

• Initial Complaint

  Date:23/10/2022

  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.

  I had bought a domain through shopify. I have been waiting on the verification email for the domain. I have contacted multiple agents via chat. All of them have told me that they would get back with me via email. I have my business name registered that matches the domain that I bought. There is definitely something wrong on their end on why I am not receiving this verification email. They have tried everything under the sun according to the support agents on the chat. I need this verification email so that I can continue with my business and not lose all the time and effort I have already put forth into my buisiness. The support personnel seem like they are very limited on what they can accomplish. I need whoever to talk to whoever so that I can have this issue resolved.

  

  Business Response

  Date: 23/10/2022

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. This does indeed sound like a very unsettling situation as we all want our domains to be connected and running as quickly as possible.  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:21/10/2022

  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 was charged for a service that was supposed to be reimbursed for in credits to my bill. It never was. a total of $348.04

  

  Business Response

  Date: 27/10/2022

  Hi ****.
  My name is **** and I am an Operations Lead here with Shopify.  I appreciate your time to lodge this complaint with ***. I recognise the reason for your frustration and I am here to help you through this situation.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I will email you directly to the email address you have provided on this review so we can discuss this further.
  Warm regards, **** | Operations Lead.
  
  

• Initial Complaint

  Date:19/10/2022

  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.

  July 15th Trans 14440 Customer made a large purchase IN PERSON and was immediately text a receipt, which you can see through the shopify documentation at the point of sale. She called a week later saying she never received her receipt. Two additional text were sent on the 26th and 29th of the receipt. She then said it was not itemized and wanted the pieces with each price so I took screenshots of her receipt and text it to her through my personal mobile. She sees she purchased a pair of ****** earrings for $2650. She claims that the sales associate only said they were $600. We know this would be impossible as each ****** piece is tagged with its unique ticket and price. I explained that we do not give refunds, only store credit, but I would check with the store owner to see if we could make an exception. She then called again a few days later claiming that there are two pairs of sunglasses on her receipt but she only has one pair. I checked all sales and inventory and she is the only one who purchased and our stock is correct. After speaking with the sales associate, who not only said he expressed the correct price of the earrings (possible she didn't hear him) but he told her the total at the end and showed her the total on the ipad before charging which came to over $7k. He also said the glasses she claimed she did not purchase were indeed on hold with her friend who had left in a hurry and did not purchase them. So she face timed said friend and purchased them for her. The texts attached are all follow up to these conversations where we clearly agreed to make an exception for her, but she simply will not return our merchandise. I went through shopify to contest the chargeback and they said they cant do anything and a this poin the item is stolen and Ive been calling an emailing for months.

  

  Business Response

  Date: 22/10/2022

  Hello ******, 
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can fully appreciate how frustrating a situation such as this can be. As a merchant myself I’ve had to deal with unscrupulous customers who lodge false chargebacks and it’s not pleasant at all.
   
  It is important to note that chargebacks are a reality, and there will always be a chargeback risk associated with selling online on any platform. While Shopify can definitely assist with helping you reduce the risk of these disputes - we do not have the power to prevent every single case.
  
  Ultimately the decision process lies entirely with the bank. Our role in Chargebacks is entirely transactional, in that we relay information between parties involved. We have as much sway on the decision as a merchant does.
  The only course after a chargeback is lost is to speak with the customer who initiated the dispute or you could try reaching out to your bank to see if they could assist. 
  
  If the customer insists on keeping the items connected to the chargeback I would recommend seeking legal advice. 
  
  Kind Regards
  
  *** - Shopify Support Lead

• Initial Complaint

  Date:14/10/2022

  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.

  My Shopify store was placed on hold Sep 8th. I had a customer place and order that day totaling $260. The item was shipped out that day Roth tracking info updated on website. I never received my money to my account. I have called a number of times with no real eta on when funds will be disbursed. It’s been over a month now and I have still yet to hear back from anyone! I am completely in shock this is how Shopify treats their business owners. Waiting over 30 days for My money is insane. This is my only source of income and an almost $300 payment going missing is completely unacceptable!! I want my money now! And I will use my platform of 60k followers to let everyone know to not Use Shopify! This has been the worst experience ever.

  

  Business Response

  Date: 15/10/2022

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I’m sorry you weren’t able to have your issue resolved via our normal support processes. I can certainly appreciate how frustrating a situation such as this can be and 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:13/10/2022

  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.

  Shopify has no way of contacting them. Even the phone number listed on this *** account doesn’t work. No email address. NOTHING. I have been getting billed constantly for something I have been trying to cancel for months. They make it virtually impossible to deactivate your account. Saying my password is incorrect. I have reset my password 3 different times and still when I click deactivate and enter the password it claims “wrong password” or “maximum number of attempts.” Shopify’s business model is:make it sound easy, get them on a subscription, make it so hard to cancel no one will. Collect money. It should be mandatory for a company of this size to have a customer service number or at the bare minimum an email that is clearly visible and easy to find on their site. (If there is one currently I cannot find it.) I would like reimbursed and my account cancelled immediately! If this doesn’t get me anywhere my next stop is the attorney general and the FTC.

  

  Business Response

  Date: 14/10/2022

  Hi ******,

  
  I’m ****, a Support Lead here at Shopify.

  
  Thank you for taking the time to lodge this complaint with ***. I’m sorry you’ve had trouble accessing our regular Support channels. 

  
  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