148 Customer Reviews
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Review from Ryan G
1 star14/11/2024
Company Information Business Name: Shopify Inc.Related Business: Stripe (Payment Processor)Service Type: E-commerce Platform/Payment Processing Nature of Complaint Primary Issues Unauthorized Withholding of Funds:Amount: Approximately $160,000 Duration: Extended period without justification No proper accounting provided No clear explanation given Improper Account Termination:No advance notice No clear explanation No appeal process Resulted in complete business shutdown Pattern of Non-Response:Multiple unfulfilled promises Systematic delay tactics Circular referrals between companies Failure to honor stated timeframes Business Impact Complete Business Shutdown Business previously valued at $500,000 Total loss of revenue Unable to process payments Loss of customer base Additional Damages:Administrative costs Timeline of Events Initial Issues Account Restrictions: ~2 years ago ************************************************************ Funds Seized Recent Resolution Attempts October 3, 2024: Formal support request October 24, 2024: Promised ***** hour resolution November 7, 2024: Still no resolution provided Resolution Attempts Communication Efforts Multiple support tickets opened Ticket #******** Numerous chat sessions ******************** Escalation requests Pattern of ********************************* Issues False Promises:Unfulfilled escalation promises Broken timeframe commitments Misleading statements about resolution Business Practice Concerns Lack of Transparency:No clear explanation of actions No proper accounting of funds No meaningful appeals process Resolution Requested Immediate Actions Release of all held funds ($160,000)Full accounting of all transactions Reinstatement of payment processing Access to account records This complaint demonstrates a clear pattern of unfair business practices, poor customer service, and failure to honor agreements, warranting immediate BBB intervention and investigation.Review from Randy W
1 star10/11/2024
I'm EXHAUSTED with trying to remove my account with ********************. I mistakingly gave them information to help with an order from a company I buy from quite frequently. Never thought they would try to take over my life with every company I order from and pay. I CAN NOT even access my account to check on an order without them popping up for logging on. I CAN NOT access accounts just to shop for anything. They have COMPLETELY BLOCKED me from from resetting my password on several companies. It's like a FREAKING NIGHTMARE and it's not getting any easier. It's a complete INVASION OF PRIVACY. You give them your email and anytime you go to a site they pop-up before you can even log on. I've gone to their website and remove their access to login SEVERAL TIMES! They have NO EASY WAY to delete my account anywhere on their site. BUYER BEWARE if you give them your personal information YOU'RE in trouble because they are a more or less ************* I've reported them to the *** with a formal complaint and waiting. Unfortunately my next option is to take legal action real soon.
Shopify Inc. Response
13/11/2024
Hello *****, I am *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulties removing your data from Shopify. We do have a direct site that you can enter your details and request that your data be erased. If you would like to delete data associated with a Shop or Shop Pay account, please go to ********************************** you need any more assistance or have any more questions you can contact a Support Advisor through our *********** and they will guide you further. I hope this helps.Regards *****Review from Amber B
1 star10/11/2024
I think it is absolutely ridiculous that there is no human being too talk to. I have submitted the proper documents, I was informed by "help center" that my account be expedited for review, here we are weeks and nothing!!!! It's my money, you guys don't need verification to take over$120.00 out of my account for the monthly subscriptions. I have over 4k that I can't touch, this needs to be resolved. I've been as layperson as I can be.Shopify Inc. Response
14/11/2024
Hello *****,I am *****, a Support Lead here with Shopify. I am sorry to hear you are experiencing issues with your payout. I have looked into ticket #******** and I do see that there is more information needed by clicking on the box in your admin and verifying the information. There have also been payouts delivered. If these have not been received please respond to the above ticket and our Specialists will help resolve the issue. Regards *****Review from Akimberly E
1 star29/10/2024
During the initial setup, I did not set up 2-authentication for additional protection. I also did not download any codes to access my site. I changed my password and now when I try to log in with my user ID and password, it goes to authentication, asking for the codes or passkey in which I do not have or never had. I've reached out to shopify over 7 times now for 4 days I was asked to send in my government issue ID in which I did immediately upon their request it's been 2 days since and I have yet to receive an email from them in regard to accessing my store. I have sent 3 more emails and all of them has been ignored. Shopify does not value their customers, you can't speak to anyone via telephone because they don't value their customers or care to be bothered with any issues. I encourage people to not place their store or any kind of business on Shopify platform you will lose customers and money dealing with ********************** platform.Shopify Inc. Response
08/11/2024
Hello Akimberly,***** here, an Operations Lead at Shopify.Thank you for sharing your concerns regarding your login issues. Our records indicate our Account Security team was able to complete your request to remove two factor authentication via ticket #********. Please direct any questions you may have back to that ticket number please. Thank you,*****Review from Anthony C
1 star25/10/2024
I registered for an account with ******************** a couple of weeks ago. During the initial setup, I set up 2-authentication for additional protection. I was also emailed codes to access my site. I lost or accidentally deleted the codes, and now when I try to log in with my user ID and password, it goes to authentication, asking for the codes or passkey. I can't get into the admin area of my site. to deactivate the 2-authentication feature. I have contacted Shopify support 8 times over a two-week period. At least twice, they responded with a general message "Thank you for reaching out regarding your account. In order to review your account and concerns, I will need further information to look on your behalf. Each email I received from them was exactly the same, with no effort to address my issue. All I wanted from them is to deactivate 2-authenticate or to give me temporary codes to access my admin area. I have given them all the requested verification info to take care of this issue. I have a monthly subscription and hope Shopify will honor their promise of excellent customer service. It does not appear that they care about my situation. Please check into this for me. Maybe they will fix the issue. Thanks ******* *******Shopify Inc. Response
08/11/2024
Hello *******, I am ***** a Support Lead here with Shopify. Sorry to hear you are having difficulties with your account login. Security is paramount here at Shopify and 2 Step Authentication helps keep your data and your customers data safe. In order to get the quickest response please log onto our *********** and speak with one of our Support Advisors through our 24/7 chat function and they will be able to get your access restored. Regards *****.Review from James F
1 star20/10/2024
My business was placed on hold I advised them I no longer need there services they told me a 120 days and my funds will be released there has been no updates that are always referring to an old ticket even when I advised I didn't want anything aside from my funds.Shopify Inc. Response
22/10/2024
Hello *****,
Thank you for taking the time to leave this review. Due to the public nature of the BBB I have sent you an email to the address provided to obtain some more information from you. Once you respond to my email I'll be able to review your store and determine what has happened to your payout.
Kind Regards
Jef - Shopify Support LeadReview from TYRA K
1 star15/10/2024
Beware of Shopify. It is advertised as the best e-commerce *** So false!! The help tab will have you fighting with a BOT and typing the same info over and over again. If you are so lucky to get a Representative you should hope they don't mess up your store. The *** I was messaging went into my store changed my Store image to the image for New Years, Its October. Then he changed my email address to my account, so now I cant access my store. I requested for him to update my contact number so that I can use my contact number to gain access to my account. He did not, Never a supervisor available, NO LIVE CUSTOMER SERVICE communication anymore. Its BOTS and ***resentatives that don't understand their job and have to research everything in order to assist. I am locked out of my ADMIN side of my store. I requested a credit since I could not get a resolution and my store access was dismantled, and locked NO CREDIT. I DO NOT RECOMMEND THIS COMPANY ITS THE ***** I am being Mindful the holidays is here and I don't have access to my store, as well as being unable to p***are for the Holiday Season. It is 2 weeks later I have received a plethora of emails and no solutions. BEWARE BEWARE BEWARE I WARNED YOU. THIS COMPANY WILL LEAVE YOU FRUSTRATED AND HAVING TO START ALL OVER. OH I FORGOT TO MENTION ALL OF YOUR PICTURES YOU WONT HAVE ACCESS ECAUSE YOU'RE LOCKED OUT OF YOUR STORE. THIS IS NOT AN ISOLATE ISSUE, IT HAPPENED A FEW MONTHS BACK AND LOCKED OUT FOR OVER A MONTH. HORRIBLE FOR BUSINESSShopify Inc. Response
18/10/2024
Hello Tyra, My name is John, and I'm a Support Lead with Shopify. I am sorry to hear about your experiences with our support team, and I want to investigate and get to the bottom of this. Due to the public nature of the BBB, I'm unable to disclose information about your store, for security reasons. However, I believe I have understood the issues you're experiencing after reviewing your account and past ticket history. I've sent you a direct email to continue looking into the situation, please reply to that email with ticket numbers of the interactions I can investigate for you. Sincerely, John Support Lead | ShopifyReview from Cathlene W
1 star12/10/2024
My grandson temporarily used my **** Debit card on his Shopify acct and has requested Shopify removed my card info from his Shopify acct. I do not have an acct with ********************. Heaven forbid!!They have not removed my **** card info from his acct and have continued to debit unauthorized funds from my **** card. $415 last week, and I just woke up this morning to another unauthorized to payment to Shopify. I've been locking my card but got caught unawares overnight by Shopify just like last time. They are crafty and shady. operating under a presumably trustworthy company. If their debits hit my card at the wrong time they're going to cause me overdraft fees. Now I can't pay my rent this ********** ME AND OTHERS WITH THE SAME SHOPIFY THEFT CLAIMS. THANK YOU!******** *********Shopify Inc. Response
18/10/2024
Hello Cathlene, Having funds taken from your account unknowingly is not something that Shopify is here to do. All charges and dates are available to be seen clearly by the account owner, in this case your grandson. Please have your grandson contact us at our Help Center - www.https://help.shopify.com/en/ and our Support Advisors will get your details removed as quickly as possible so no more unexpected charges are made. Sincerely Orson | Shopify Support Lead.Review from Thomas N
1 star10/10/2024
I purchased a domain off of shopify. I tried getting the domain out, their customer support team said they were escalating it to their advanced team. Then never got back to me. I purchased the domain and I want it, I don't need to use shopify. They're saying that they can't find the domain.... but I literally showed them the receipt I got for purchasing the domain, the email used, etc. I feel like they're trying to lock me into the platform... everywhere else I used to purchase domains... I can easily transfer out.Shopify Inc. Response
21/10/2024
Hello Thomas, Chris here, an Operations Lead at Shopify. Thank you for sharing your concerns regarding your domain. Our records indicate our Merchant Trust Team responded back to you on July 15, 2024 about your domain via ticket ID: de70848c-8ee6-4e26-b5a4-374992951dee. Please review the following help document on transferring your domain to another provider: https://help.shopify.com/en/manual/domains/managing-domain-ownership/transferring-shopify-domains and contact our support team if you have any further questions. Thank you, ChrisReview from Angeline M
1 star09/10/2024
I sent in my documents to verify I am the owner of my shop. I needed access to the shop to close it down. Instead, they told me it told my docs it needed "further review". They won't let me get a new authentication code to access my own store. It's like they are holding my own store hostage and refusing to give me a new authentication code after I told them several times that my original authentication code was lost. You asked me for ID and in turn, you are still giving me a run around for me to access my store after I told you my code was lost SEVERAL TIMES. Shame on you!!!!Shopify Inc. Response
18/10/2024
Hi, Angeline. This is Maggie and I am a Support Lead here at Shopify. Due to the public nature of the BBB and our strict standards around privacy of information for our merchants, we’ll be quite limited in how we can help you here. However, I can provide some insight and information that may help you move forward. Account Security is one of the cornerstones of Shopify, and something we take very seriously. This is overall a good thing, because it protects merchants from bad actors, but it sometimes adds friction when a legitimate merchant making an access request doesn’t have enough documentation to prove identity or store ownership. If you’re running into trouble of that nature, it’s good to ask specific questions in your support ticket about what’s needed to regain access. If you’re only trying to close the store and don’t need access, we have options available for that, too. In cases where a merchant can’t log in and do it themselves, we can request information from you to prove you own the payment method used to pay for the store instead. The owner of a payment method has the right to ask it no longer be charged, so this can be a good alternative if proving store ownership isn’t working. If you still haven’t managed to access or close your store, or have support interactions you’d like me to review, feel free to reply with a ticket number. Every chat you have with support will result in an email with a transcript and a Ticket ID, giving me that will allow me to follow up in our secure portal where we can verify we’re speaking with store staff. Best, Maggie C | Support Lead
Customer Review Rating
1.05/5stars
Average of 148 Customer Reviews
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