Complaints

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:08/05/2024

  Type:Service or Repair 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.

  Shopify put my payouts on hold with no notifications. They have my money, their customer service doens’t reply me and I am completely in the dark. I have a small jewelry store in Manhattan and only use shopify for POS, none of my clients ever had any issues with my products. I never even got a return request. I need money to pay my employees and bills. Please resolve this issue asap! Thanks.

  

  Business Response

  Date: 13/05/2024

  Hello *********, 
  

  My name is ****, I am a Support Lead here at Shopify. 
  

  Thank you for reaching out to share your recent experience with a Shopify Payout hold. We understand how account review can be frustrating and are happy to confirm that upon review I can see that this issue has since been resolved. For additional information on this case, our banking partners had requested an account review before payout release. This account review is standard process when using a payment gateway and is typically resolved within 24-48hours. 
  
  Please let me know if you would like additional information regarding your case, due to the pulblic nature of *** and the internal account information this involves we will have to move to a private email thread for discussion. 
  
  Kind regards, 
  **** | Shopify 

  Customer Answer

  Date: 13/05/2024

  
  
  ****** ******** *******
  
  
  Although Shopify should have notified me about it and made the review within 48h they didn't, which was extremely stressful and frustrating. Leaving my trust in the platform shaken. 
  
  At the end with 5 days of no replies or updates from their customer service, my payouts were released. 
  
  
  I have reviewed the response made by the business in reference to complaint ID 21685307, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********** *******

• Initial Complaint

  Date:08/05/2024

  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.

  Shopify www.irgus.us Shopify has denied us access to our website and to make any changes to it for the last 3 months also they keep on charging us for the recurring fee of 39.99.I have been trying to resolve this issue but I have not been successful. there is not a number where you can call and get help and every one on the chat support seems to be reading from the same scrip without any regard for the customer. every time they send an email with a request of documents we send them and they decline them for what ever reason so we have to start the process again to be able to get access. this practices that Shopify is imposing on customers are not fair and they should have some type of method of contact so this issues can get the attention they required. as customers we can't be waiting 24 hours for a response this is unacceptable, I am loosing sales and customers everyday just because no one in ******************** can pick up a phone and verify my information. they ask for a credit card that was used to open the account 5 years ago that we no longer use. we send the credit card that they are charging my account on and they do not accept it. we sent pictures of the credit card statements where they charge our monthly fee and don't accept those either even sent copies of my ID and the Credit card still not Enough. this is very frustrating not being able to get any help.thank you

  

  Business Response

  Date: 10/05/2024

  Hi *******, 

  My name is Kat - I am a Support Lead here at Shopify. 

  Thank you for letting us know about the issue youre having when trying to access the store. Due to the public nature of this platform, I am unable to discuss the details of the account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 

  Thanks, 

  Kat | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:07/05/2024

  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.

  Shopify charged me for a shop for a few months. I decided to close my store today, as I have done many times in the past, and expected access to my shop until the end of the cycle, like always in the past, which i prepaid for, ending on May 20th 2024. To my surprise, i closed my shop and lost immediate access to the shop i prepaid for to the 20th of May. I spoke to a rep who then sent me a document from somewhere on their website explaining you lose all your money and access even if you already paid, which is not how shopify was any other time i've used it. They refused to issue a prorated refund or reactivate access until the date i prepaid up to. They hide the document on purpose and give no warning when you push the button that you will lose all access immediately and not at the end of the cycle, which is what is normal and expected. They purposely hide the info, it's not mentioned on the close shop page at all, so customers don't know they'll lose their shop access immediately and not at the end of the cycle they paid for. It's sneaky and purposefully stealing people's money. I paid for access until the 20th of may and should still have access until then even if i cancelled my shop. I was expecting it to take effect on the new billing cycle day as it always had before and the same as most other online monthly payment service websites. I'm shocked, as I have used them for years. They changed their terms for cancelling stores and hid the information and it caused me to lose money, around $40 (prorated amount from today to May 20th.)

  

  Business Response

  Date: 08/05/2024

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify. 
  
  Thank you for sending this complaint through to us.
  
  I have emailed you at the email provided on this complaint to fully explain how the process works when a merchant decides to deactivate their store. I would have shared the contents here however it doesn't make sense without all the screenshots I use in my email. 
  I can however point out that through out the process of closing down your store we provide highlighted links to all the relevant information and ask for you to review these before making the final decision to shut down. The onus is on yourself to make sure you take the time to read everything so you are fully aware of what is happening. 
  We are sorry things happened this way however our processes are freely available to everyone and we make no attempt to hide them. 
  
  Warm Regards
  
  Jef - Shopify Support Lead
  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  On April 25th my account was placed on hold with a so called standard review which according to their website and email this should take 1-3 business days. Chat is so unhelpful, cant do anything and refers it to another department that cant do anything to help. Their customer service has gone downhill year after year. They are holding my money almost 2 weeks now, and lots of people are complaining online, some are saying it goes on and on. I was a loyal customer for 7-8 years and to be treated this way is wrong. Who is going to pay me the interest as well they are making on my money? This seems like a scam. I want my money released immediately!

  

  Business Response

  Date: 10/05/2024

  Hi ********,

  My name is Kat - I am a Support Lead here at Shopify. 

  Thank you for letting us know about this issue, I recognize how important it is to receive your payouts promptly. Due to the public nature of the BBB, I am unable to discuss the details of your payouts in this portal. I have sent you an email to the address provided with more information. Please respond to ticket # ******** directly if you have any questions or concerns. 

  Thanks, 

  Kat | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 10/05/2024

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

  HOwEVER, you guys shouldnt be holding business money for so long when you dont have the man power to review the accounts in a timely manner. 2-3 days is a lie. We shouldnt have to go to bbb to get them to release the money, Shopify support stinks and has gone downhill. Do not recommend! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/05/2024

  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.

  The support single-handedlytook down my other website (a blog on *********) after providing inaccurate information on a chat, which took 3 hours, and ended up with them ending the conversation.I had reached out to Shopify as I got a an alarming warning from them about my site not having a CNAME record. This needs to be fixed, it screamed in a bright red banner.After being forced to chat with a bot, who of course couldn't fix the issue, I was redirected to *******. He told me to change and delete a number of records in *******, including the A Record, CNAME record, and AAAA record.When I questioned hisdirections as to why he is doing this, and that those records are tied to my ********* blog, he told me to make the changes.The changes resulted in my ********* blog being redirected to Shopify and Shopify hijacking the *** The website went complete offline. After telling him I need to talk to his manager to get fixed, which he refused, he had me make more changes. Nothing worked.It was only then that he called in his team about this "urgent" matter that he caused. The response was it would take ***** hours for them to fix. And after being on the chat with him for 3 hours, he admitted he made the error and followed a documentation that had nothing to do with my question -- despite several times questioning his suggestions.And then decided to end the conversation after I asked for a step-by-******************* to reversing it, asked his team to fix it now (not in 1-2 days) and compensation for my time and bringing down my ********* blog site for 15 hours.He left the conversation and said to respond to the inbox message. Shopify closed it without a response.I spent the following day fixing it with my hosting site, who also said many customers have come to them with ******************** issues, and with *******, who was perplexed at Shopify's orders.When asked again for a credit for my time, breaking my site, and impacting my ****** ranking, they refused.

  

  Business Response

  Date: 14/05/2024

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal 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 Ill be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 14/05/2024

  
  Complaint: ********
  
  I am rejecting this response because I have sent them several emails and messages to the technical team and the billing department. Every single one has been ignored. Shopify provided the wrong advice (have the entire 3-hour transcription if needed to upload), admitted they were wrong, and refused to fix it or offer any sort of compensation for completely taking my ********* (not Shopify site) offline due to incorrect DNS management. After I followed up with them, they would close out my ticket. 
  
  In no way, should Shopify be able to break another platform's website by giving me incorrect data for DNS fields, costing me money, causing my site ranking on ****** to go down, and be offline for 18 hours. They also, somehow redirected my ********* site to their landing page. Both ******* and my ********* hosting provider were appalled my their actions, but told I am not the first one. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 15/05/2024

  Hello ******, 
  
  Thank you again for your feedback on your recent interactions with Shopify Support. I have taken the time to review every interaction you had and every email you sent regarding the domain issue. 
  
  We pride ourselves on our high standards at Shopify and it's disappointing to see we did not meet those standards in the main interaction discussing your domain. There are some learning opportunities for sure and we've already taken steps to educate the Support Advisor you dealt with that day. 
  There focus was to provide the best support possible however some mistakes were made when searching for the correct documentation to follow. They also should not have ended the chat and should have responded to your follow up emails. Again, I apologize for this level of support provided. 
  
  I did take some time to review your store sales on the day concerned and the days around it and can see your sales were at the same level as previous weeks which is fantastic to see. Although there was a glitch your customers were still able to get their goodies which is what it's all about. 
  
  You have mentioned some sort of compensation. I know this issue took time out of your day and was extremely frustrating however I can't see where this had any financial impact on your store. It looks like your customers found your store okay that day. 
  
  I fully recognize this whole situation was not ideal and we will most certainly learn from this. I note that you've been with us since 2018 which is a very commendable length of entrepreneurship and to be congratulated on for sure. During this time I'd like to think the level of support provided has met with your expectations. I really hope this one time doesn't undo all the previous excellent support I can see the team has provided you. We look forward to providing you with our normal level of excellence going forward. 
  
  
  Kind Regards 
  
  *** - Shopify Support Lead 

  Customer Answer

  Date: 16/05/2024

  
  Complaint: ********
  
  I am rejecting this response because it wasn't the store sales that were down. Your team took my ********* site offline, which is dependent on affiliate traffic, brand reputation on ******* and ranking. This is where i have the issue: A Shopify problem crossed over onto another platform, *********, and first took it down, the re-rerouted it so it pointed to your host, not its current host, said it would be looked into and never was.

  I think $200 for the time, effort, and impact it has on my ********* site is more than fair. Your team should not be impacting other platforms ever, and the multiple mistakes should be compensated for. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 16/05/2024

  Hello ******, 
  
  As previously stated, we recognize this has been a frustrating time for you and we have apologized for the mistake made during your interaction with Support. We don't however believe compensation to the amount of $200 for disruption to your ********* site is warranted and as such we will not be moving forward with this.  
  
  Please refer to Section 7: Limitation of Liability and Indemnification in our Terms of Service by going to our website: ********************************************************************************************

  We will continue to provide the quality service you have enjoyed during your six years with us and will learn from this recent event. 
  
  Kind Regards 
  
  *** - Shopify Support Lead 

  Customer Answer

  Date: 17/05/2024

  
  Complaint: ********
  
  I am rejecting this response because 7. Limitation of Liability and Indemnification is about the Shopify platform and failure of its services on its platform. I am talking about compensation as they took another platform of mine, *********, completely offline, did not provide a solution, and cost me time and money. What is so surprising to me, is how much work it takes for Shopify to make things right. To ask for a credit to continue to use its platform, meaning I will be remaining on it, would be such an easy solution and provide a positive halo effect. Instead, going through this, we join the thousands of other small business owners who are frustrated with their services and handling of situations in which they admit they made mistakes and caused disruption of business. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/05/2024

  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 not on auto payments. I never do those. This $380.19 annual charge was not authorized by me. Shopify may have taken the liberty to apply auto payment but I never did.

  

  Business Response

  Date: 05/05/2024

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your annual subscription charge. The annual subscription plan is setup to renew each year automatically, and we send reminder emails about this charge to help prevent any interruptions in your service. I can see you recently contacted our support team about this charge but the chat was unable to be completed. Please respond back to the email the advisor sent you after the chat disconnected or create a new chat with our support team about this charge as there is more support we can provide. 
  
  While we usually don't provide refunds as per our terms of service, there is a 30 day dispute period for annual subscription charges you may be eligible for. The quickest way to have this investigated is by responding to the already authorized ticket you have with our support team. 
  
  Please let me know if you have any further questions. 
  
  Thank you,
  *****

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 was never notified by the sales representative that firearms and ammunition are a prohibited item to sell using their POS and inventory system. I understand it is written in their policy; however, when I opened the account with Bolt Carrier Gun Exchange LLC no one bothered to raise a red flag. Shopify instead opened my account and waited for me to sell prohibited items just to shut me out of my account. It was unethical for Shopify to open the account with the knowledge of firearms to be sold. They were deliberately receiving funds and allowing the account in bad faith. This is an example of extremely poor business ethic.

  

  Business Response

  Date: 08/05/2024

  Hi ********, 
  
  My name is *******, from the Operations Team here at Shopify. Thank you for sending this information our way. 
  
  I understand that you are dissatisfied that you did not receive any notifications when opening your store about the platform's policies regarding the sale of firearms. Our platform is created as a DIY platform, and we want to provide our Merchants a user-friendly, quick access platform that they can launch their business swiftly. 
  
  While we strive to ensure our Merchants are as informed as possible, it is a large platform and many of the product guidelines can be found in our Shopify Acceptable Use Policy. I am wondering if this question was brought up to our Support Advisors when you had reached out to support? 
  
  We provide a plethora of resources that we share on our Shopify *********** about any topics that you have questions regarding. Additionally, we  have our Helpdesk Virtual Assistant that you can forward your questions too for quick and easy access to public help documentation. Here are some of the resources discussing the topic:
  
  -********************************************************************************************************
  - **********************************************************************************
  
  With all this said, I want to thank you for providing your experience and  will take your feedback and send it to our internal teams for review and future consideration in upcoming updates of our platform. I cannot guarantee that this will be implemented, however, I do want to make your voice heard. 
  
  Warm regards,
  
  Cosette T | Shopify Operations
  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21661346
  
  I am rejecting this response because:
  It is irrelevant to my complaint. The rebuttal was there are a plethora of resources. Resources wasnt the issue, the sales representative was the issue. I should have been notified prior to signing. As I said earlier, it was unethical for sales to allow my account. 
  

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

  

  Business Response

  Date: 09/05/2024

  Hi ********,
  
  Thank you for your reply and additional context into your issue.
  
  As previously mentioned, we will ensure  your feedback is escalated to the appropriate teams for  coaching opportunities in the future. While we can appreciate the experience you have had here, we are unable to disclose results of internal investigations. 
  
  Kind regards, 
  
  Cosette T | Shopify Operations Team
  
  

  Customer Answer

  Date: 10/05/2024

   
  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:03/05/2024

  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.

  Hey!shopify has closed my account and hold my funds for 130 days now.they still didnt send my payout!!!

  

  Business Response

  Date: 05/05/2024

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout hold and including the screenshot of the email you have with our Merchant Trust Team. In order to address your specific concerns, please respond back to that email directly. The Merchant Trust Team is the best suited team to answer your questions and concerns about your payouts.
  
  Thank you,
  *****

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21661181
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:29/04/2024

  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.

  Well it's because of a order that I returned the same exact day The total was ***** usd And the returned amount was ***** usd But there was a difference in the conversion for some reason which left an additional .20 canadian for me and then because of that shopify charged me the fee for the credit card

  

  Business Response

  Date: 30/04/2024

  Hi ***,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order to review your order as well as the previous support provided in regards to the status of the return, I will need to receive some further information to continue look into this on your behalf. 
  
  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 further information to continue our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead 

• Initial Complaint

  Date:28/04/2024

  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.

  A shopify store titled Ai Cash at ******************************* powered by Shopify. Is operating illegally. They never provided me with my product. I kept checking the tracking number provided and the item was never sent. They said it shipped April 5th and we are now towards the end of the month with no product.420853269300110570803071402007 ********************************************************************************************** I reached out to the seller who apologized but instead of sending a replacement product they want to try to provide a partial refund which is not going to cut it for me. I did nothing wrong nor recieved the product and I want my money back. This store operates through Shopify so either the merchant or shopify can give me back my money and pay me what I am owed or magically I better recieve the product.

  

  Business Response

  Date: 29/04/2024

  Hello Tealjoy, 
  

  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to inform us of your recent experience with a potential Shopify store. 
  
  I understand how not receiving a paid for product can be frustrating and would like to provide you with potential next steps as well as Shopifys role in situations such as this. Shopify provides businesses with the platform to develop and run their own online ecommerce site, we have no say in the day-to-day business operations such as product sale and shipment. With that being said, we take complaints such as these very seriously and you can submit a buyer complaint to push for internal investigation with this link here [*****************************************************************************************************]. 
  
  Regarding the best next steps to get your refund, I would reach out to the business another time to request a refund and if this does not work, I would advise to dispute the charge with your bank directly. Please let me know if you have any further concerns or questions, Id be happy to reach out privately via email to discuss given the public nature of BBB. 
  
  Kind regards, 
  **** | Shopify