I am truly FRUSTRATED and EXHAUSTED trying to deal with virtually non-existent customer service. AS a business model, Shopify had wonderful customer service. Over the course of time they have significantly increased their rates while simultaneously decreasing their customer service engagement. While the initial gains in their stock were enjoyed by their shareholders, I think that long term they will lose their position to Square and other POS services. I can attest that they trebled our charges at Essex Steam Train & Riverboat from our initiation. We had a custom API written for our tickets and were on an unlimited plan that ultimately went from about a minimal amount to more than $24,000 per year + credit card fees and transaction charges.
I have tried multiple times to get customer service. I have clicked as instructed only to be asked to log-in again. So, I login again, and go through the gateway of topics, and am caught in a never-ending loop the results in a CHAT, EMAIL, or PHONE option.
HOW DO YOU GET TO CUSTOMER SERVICE? Is this really an oversight? Doubtful. It seems a designed measure. And for those who want to know--it seems the SQUARE has better products and better prices for general online sales, including a variety of option sets, variants, and modifiers for products. They also are glad to speak with their customers.
I was trying to see if Shopify will be competitive and meet the Square Offer. But I can't speak to anyone. Even when I try to go through the "sales" end (which often works to get 'inside' a business) to try to find help, I can't get to anyone.
THEY ARE THE ABSOLUTE WORST!!!!
IF YOU ARE NOT ONE OF THEIR TOP PRODUCING SITES THEN THEY DON'T WANT YOUR SMALL BUSINESS.
After a few years being loyal to Shopify the way they show their thanks is to lock me out of my store at the busiest time of year for shopping - Christmas. They ran me through a privacy & security compliance process and 7 days later still no access because at the busiest time of the year they were negligent and didn't plan ahead. COMPLETELY DISGRACEFUL. No response from the Account Team with orders pending and my customer furious because they can't get their orders fulfilled.
I have read many other posts and I see a common trend towards the same action. My theory is that to keep their operating costs low they target the small business owner sites and put you through their 'risk assessment' or 'attestation'. 1 of 2 things happen next: 1) given they never respond you end up deciding to cancel on your own (that is where I am at) or 2) they do respond and tell you that you don't comply with their risk criteria and shut down your store. This allows them keep just their highest revenue producing sites and eliminate the lower producers so they save on hosting, service, operations costs and maximize their profit.
At any rate I will be CANCELLING MY SERVICE if I can ever get access to move my inventory.
WE NEED TO POST THIS EVERYWHERE TO WARN OTHERS SO THEY CAN AVOID THIS SAME POOR EXPERIENCE