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. has 5 locations, listed below.

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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:06/07/2022

  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 have been chatting and making calls to shopify to have my pending funds for my store deposited to my shopify card. Each time that I contact support, I am told that an escalated team is reviewing it. I have not gotten any conformation or turnaround time for this to be resolved. This is a horrible experience and I've had the store on their platform for a year now and have not been able.to get help. None of my questions have a direct answer and there's no supervisor. How on Earth is that possible that NO ONE can fix this?

  

  Business Response

  Date: 06/07/2022

  Hello *********
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can understand how frustrating a situation such as this can be. I can confirm your issue has been escalated to the correct team and they are reviewing it. I’ve also reached out to them to understand the delays and when you can expect a resolution. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint once I’ve had a chance to investigate this more and obtain an update from the team. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 07/07/2022

  
  ********** ********
  
  I am rejecting this response because:the response is the same for each person complaining about this issue. There is no one for us to speak to. I have been asking to have the funds transferred and this is unacceptable to hold our money. There’s no turnaround time and nothing has been done.  This is horrible customer service and we have to pay monthly to use the platform. I need someone to assist me with this. I’m tired of getting the runaround
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 09/07/2022

  Hello again ********, 
  
  As previously mentioned in my last communication I reached out to the team who were dealing with your issue and I can see they’ve been in touch with you via email. Even better, I can also see your details have been updated, payouts have been resumed and completed. 
  
  Should you need me to look into anything else please let me know and I’ll help where I can. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:05/07/2022

  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 contatced by **** with Risk Operations on July 4th, 2022 which is a holiday. I was informed I had filed 4 chargebacks on July 2nd, 2022 which was a saturday. There is no possible way a chargeback could have been filed without my signature much less on a Saturday. After going back and forth he finally provided "proof" of the chargebacks which were not really much proof at all. He claims there is no possible way for a phone call. My bank has no records of a chargeback or the transactions in question. They would like to speak within someone directly and have been denied that. Shopify has lost a customer at this point. I just want someone to speak to my bank and myself directly to resolve this problem

  

  Business Response

  Date: 06/07/2022

  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, 

  ****** * ******* ******* ****
  

  
  

• Initial Complaint

  Date:05/07/2022

  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 June 7th someone hacked into our Shopify account as the Admin, changed the email address and password (so I was no longer able to login) and made ten fraudulent purchases. They then changed our payout account and we’re able to receive our payouts for several days. Shopify says we were notified by email, but since our email was changed we were not receiving any email communication. After reaching out to Customer Support they took many days to eventually begin helping. Our account was not secured until June 17th. They advised me to return the purchases therefore creating a negative balance on our account. They are now telling me we (the business) is responsible to cover the negative balance of $4,720.00 and we have lost out on around $678 of our own profit. More details and documents available if needed. We were supposed to hear a resolution last week and still no response.

  

  Business Response

  Date: 06/07/2022

  Hello ******
  
  My name is *** *nd I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. As a merchant myself I can fully appreciate how unsettling this whole situation has been for you and I shall be reviewing all interactions you’ve had with our Support team to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall contact 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. 
  Please look out for this email and reply as soon as you’re able. 

  
  Warm Regards
  *** * Shopify Support Lead
  
  

  
  

  

  Business Response

  Date: 14/07/2022

  Hello ****** 
  
  I understand the position you are taking however as I advised via direct email, from a Shopify perspective you were in breach of our Terms of Service when you failed to maintain the security of your Account and password.
  
  Our terms clearly advise that in such an event Shopify cannot and will not be liable for any loss or damage. 
  
  If you do need to reach out to our Legal team please contact them via [email protected]. 
  
  Kind Regards
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 14/07/2022

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

  I disagree with this statement. How are we in breach of contract when Shopify never advised us to put additional security measures in place? 
  The blame is being placed on us, but Shopify did not notify us when someone changed our email and password. Shopify support also took many days to follow up with our concerns- which it would have been more urgent then we could have possibly stopped the payouts before they left our account. 
  

  ***** ******

• Initial Complaint

  Date:28/06/2022

  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.

  At the end of last month, I attempted to deactivate my store, but was kicked out of my account, and was not able to access it. I emailed billing and customer service, requesting that the store be deactivate and any pending charges be stopped/refunded as I never used the product, and wasn't even able to access it. They did not refund me, and did not deactivate the account, nor did they help me regain access to my account. I have now been charged again to an account we don't use, so now that account is in the negative and we have to resolve it with our bank. This has hurt us financially, and besides pursuing legal action we are at a loss as to what exactly can be done. They've taken over $60 from our account at this point, and we never accessed or used the product, so we are feeling completely taken advantage of. The billing numbers are ********* *** ********** 

  

  Business Response

  Date: 30/06/2022

  Hello ********** 
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. It does not sound like you’ve had a very good experience at all and I can understand how unsettling a situation such as this can be, especially as it involves finances. I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB 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 more. Please keep an eye out for that email.  
  
  Warm Regards
  
  *** * *hopify Support Lead
  
  
  

• Initial Complaint

  Date:28/06/2022

  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 trusted shopify as a good company to host my business website. Has been a nightmare. Shopify system was hacked for 8k… and used my business profile as the scape goat. Overnight my account was negative 8k and they want me to pay for there error. They so cocky they don’t even reply to complaints just leave customers to deal with it. Nobody is working to resolve any issues. My next step is to go to they office myself to shake up the non reply situation. They not about to rip me off and get away free i can tell you that. so now my account is negative $4300 overnight and want me to pay for there mistake. They sent money to a hacker and cant get it back so they want me to do their work from their errors. Meanwhile my account has been froze and remind you i pay to keep the account open $30 a month plus advertising. They technically owe me $600 plus dollars and a figure for loss customers. My next step is court of law to seek loss wages.

  

  Business Response

  Date: 29/06/2022

  Hi ****,
  
  My name is ***, I am an Operations Lead here at Shopify.
  
  Thank you for sending this through to us, we understand how important this is, and I will be supporting you through this request. I can see that you are looking for support with your account that may be compromised. 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,
   * *** MShopify Operations Lead
  

  
  

  Customer Answer

  Date: 07/07/2022

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

  the issue was not solved nothing has been done the only response i got from shopify was asking for my email address to locate my account was not a response but a question..

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

  

  Business Response

  Date: 09/07/2022

  Hello ******
  
  *** here – we truly understand how important this is and due to the nature of your request, which involves sensitive financial information of your store, it’s important that your account is verified. 

  
  That’s the reason we are asking you to please contact us from the email address in your account – you confirmed .myshopify URL, but we need the email address verification to be able to share additional information with you. The email address, from where you are currently contacting us, is not linked to any Shopify account.
  
  You can either reply to the same email we’ve been communicating in or open a new ticket and share the ticket number with me, so I can personally continue to take care of this.
  
  Looking forward to your reply.
  
  Best,
  
  *** M | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:28/06/2022

  Type:Order 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.

  As of July 2020 we have requested Shopify Inc. numerous times, to correct the tax amount in our POS in Parkville, MO. Current ticket number issued is #********. There were other ticket #'s in the beginning of this situation. We have documented, sent links to government sites providing documentation of the correct sales tax rate, called and talked to representatives of the company (which you can no longer accomplish) and e-mailed numerous times. We do not get any resolution, we have gotten no forward movement of any kind. It has cost our company over $3000.00 in loss of sales tax, which we have to make up and pay to the government. 2 years is long enough. Only the Shopify Inc. can change the tax rate in the POS at that specific location. All we need is immediate resolution correcting this incorrect tax rate programed into that specific POS computer/register.

  

  Business Response

  Date: 28/06/2022

  Hello *******
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us, I can understand 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 BBB 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