Shopify Support has gone from OK to absolutely HORRIBLE

[BJs_HoH_Admin]

I've been a Shopify customer for 3 months and the reason why I chose Shopify over other platforms was their widely advertised and touted "24/7" support. In just 3 months time Shopify has reduced their support from phone calls, to call backs only and now they no longer offer call backs. Their 24/7 support model is a play on words. 24/7 support is useless when they no longer offer ANY phone support and a chat session takes over an hour to initiate. Every single time I talk to someone they do not have solutions...they have to "Get back to me". A chat session is a terrible way to support a platform like Shopify anyway. 

Honestly guys, if I had any clue the support would get this bad there is no way I would have considered this platform.

Extremely disappointed customer here and will warn other entrepreneurs to stay far away from Shopify.

[PBandJArchdale]

I signed up during the pandemic and wish I had chosen another platform.  Shopify's customer support is absolutely horrible!!!!!!  I don't know how they have built themselves up when their support is nonexistent. 

[Eyesboise]

Totally Agree!! We started the end of March on Shopify and have been shut down twice.  We have been down for almost a full week

and we were given NO WARNING they were gonna shut us down or why. We have some hand sanitizers on our site, and as soon 

as we saw a threatening email from Shopfiy (accusing us of price gouging), we removed them off our site immediately. The next morning,

our e-commerce site was shut down. So a bummer with huge losses. 

Each time I am able to get on a chat.. they say our email login and our URL 'do not exist' and then one gal found it under a name with 

a mix up of letters. Wth?  No followup though we were given a 'case' number.  How do we get our site back up again? Any info 

would be much appreciated!! Thanx everyone ! 

[SteveCo]

I thought Amazon seller support was useless until I used Shopify support. The rep basically closed the chat without solving my query. He did nothing at, he wasted like 10 min asking useless questions like "when was the last time you logged in", who notes down when you log in to a website?

That is the trend with American companies, the moment they list their customer service is completely disregarded. They even lie to you all the time! 

[Amanda3030303]

The always ask such stupid questions! 

I literally said to a rep 2 days “you guys like to ask silly questions. Please don’t ask me any silly questions.” A little rude but IDC!!!
I was so angry that they waste so much of my time! 

another rep took 43 minutes to answer FOUR questions! FOUR

and another time I had another rep and I asked a question about shipping and he replied “Really good question, are we referring to the shipping package?”

so I ask him is there another shipping option LMAO 

They’re either just being a..holes or they’re just fu/king dumb. 

[itsmemelloviv]

That's way too harsh. Amazon Seller Support is the worst imaginable by far... with the exception of Mailchimp. Mailchimp should be ashamed of themselves. 

[DeanJung]

amazon is way better then shopify..... 

[Susana1600]

amazon is amazing.

[amvet]

Shopify is not an American company. They're Canadian. Gen Xers are their most "valuable" customers, and they hate us because we're part of Generation X. Don't believe me? Do your research!

[wrwatsonjr]

That's because the Canadians who run and work at Shopify are Socialists. They don't care about you. They just want you to do things their way, or you'll get cancelled.

[Susana1600]

They absolutely don’t care about their customers. we all need to leave. Us staying is making them money.

[Raymond_Parker]

I concur. The support used to be second to none; now it feels like abuse. Today, I tried to get help via chat. The support person was polite enough but couldn't get me a straight answer, since I'm speculating that the problem stems from some new invasive Shopify edict. 

Then, try to find out how to get someone on the phone -- which used to be simple and the support was friendly and knowledgeable. They've hidden that option now and trying to find it send you off in an endless loop until you're dizzy. I finally found the option for requesting a callback after studying under Sherlock Holmes (there's no way I can find it again). The callback finally came after 40 minutes ... but I was on hold another 15 minutes until someone came on. I was in the process of politely explaining the issue when the phone went dead.

I'm unlikely, after 4 years, of renewing my subscription.

[Dilinger]

I believe its not tech support anymore.

They just hire people that don't know their product, just to waist customers time.

In the past they knew the product and gave excellent advise.

Now, they don't even understand the problem.

[Dumbemails]

The call back option is now grayed. All I want to do is renew my domain. Omg this service is so bad they are too cockey! Tobias Lutke owner, now Billionaire is responsible for this find him. He went public in the US and only collecting checks. You cannot run this business via email. It is too technical.  Not to mention dumb billing!  Bills whenever, dates change monthly. He doesn't CARE! Big E-commerce this is your chance! Their product source is a lie. Most apps are stupid. They mislead you. I wasted 100s of hours with shopify. The chat didn't work because of some crazy encryption. U Suck Shopify! I went to Bbb Better Business.

[monstertuned]

shopify has outsourced support no doubt the people behind the chat and email are drooling on their keyboard.

I just moved to https://bit.ly/2TltvBR using their instantsite product after testing the following so that I can stick solely with paypal and get charged 2.9% paypal and not 4.9% total transaction fees because shop pay account doesn't integrate with quickbooks self employed.  I had to write my own CSS to design their cart but it was worth it.

I had an issue with eeseewid support with paypal inline credit card images on checkout which is a paypal feature that just came out and needed them to revert me to the older paypal module until the bugs were fixed and they did it immediately and never sent me a canned response or sounded stupid.  They even followed up with me a few days later and apologized for the inconvenience.

our site https://monstertuned.com  for a demo example

had to change the name to eeeseewid and link with short url as their forum blocks competitor names

[Teresa0923]

That's why I think I am going to get rid of Shopify, it's not worth it at all. Why should I pay money and not be able to get live call center support?

I can easily go to WooCommerce which is what I am about to do

[Susana1600]

same. After seven years, I am switching to Wix or Weebly. They screwed me over by taking my money for Shopify expert that did not do the job and they are refusing to refund me. I am opening a case with my bank.

[wrwatsonjr]

Don't give up. Give Bigcommerce a try.  I've been with them since 2002.  Shopify ought to be ashamed of how horrible their customer service is, but then again, they're Liberal Canadians.  They want to help everyone until you disagree with the way they're helping you.  Then, they just cancel you.  It's what libtards do!!

[cmtbaby]

I agree I have been trying for 2 days to get some help.  It's absolutely horrible! I am seriously considering canceling the account. 

[tarheelbulldogs]

Our store has been down for more than 5 days. We have lost around $15k so far. Shopify doesn't care. The 24/7 support is not real. Having somebody waiting to create tickets is not a solution.

We have been using Shopify for years. We used Shopify capital and POS. All of our operations were centralized on Shopify. It was a beautiful relationship until Friday. Now we can feel the pain of this thread.

We have literally begged for help, writing, calling support, explaining that our whole family income is on the line and they always answer the same. We already escalated the ticket you just wait. We can't do anything. The ticket is with the right team. 

It has been 5 days. My whole family is under a lot of stress because now we can't even transfer the domain we have worked so hard for many years.

I share and hope Shopify can pay attention to the mess they are creating for small family businesses out there.

I really miss the old Shopify days 😞

[Grazie]

I had ok experiences with chat, but now  06/28/2022 not even that they are offering anymore. They basically want all the sellers go to the shopify community and make or look for questions and answers. Considering quit shopify.

[tomvar]

Worst support I have ever seen with any application, and I spent 10+ years in software support with Oracle etc.

[evolutionlures]

Yep, another super frustrated store owner here. I just wanted to ship using UPS on my site. My customer checked out with UPS worldwide shipping and after filling the terribly designed customs form, I received a vague error that something has gone wrong. After starting a chat with support, because they don't take phone calls, the support person literally spend 15 minutes of my time trying to tell me the error was with my customs form because they had no understanding themselves how to get past the customs form screen. After I posted multiple screenshots show it was an error with purchasing the shipping label and nothing to do with the customs form, finally they put me on hold so they could talk to a shipping tech in their own company. I've literally been sitting here waiting for 10 minutes. Finally the chat window keeps trying to time out becuase there has been no activity from the tech. IT'S absolutely USELESS! I hope another platform comes along soon to wipe these fools out. The admin portion of shopify is full of problems and terrible to work with.

[SanFranTony]

I agree with you 1000%

[Susana1600]

after seven years of being a loyal customer, I am closing my shop. I am bringing my business to a different website builder because  of this. it would be one thing if the gurus on the live chat text could help in a timely manner but lately I’ve been sitting on the chat for an hour and they still haven’t come close to resolving my issue. I am so done with Shopify. customer service is a waste of time. I won’t be give them any more of my money.

[Teresa0923]

I agree, I am talking to someone on the chat live right now, June 18th and she is clueless right now and I mean clueless.

I think it makes more sense to get rid of Shopify and there $40.00 per month fee and design a Wordpress / Woocommerce shop. Shopify not worth it if you can only talk to chat.

[Dynamo1]

Absolutely agree 

[nagarra]

Shopify Support IS HORIBLE

[Waysie]

thank you for posting this. I am about to terminate my account because the support is so bad. It's abuse of customer 's time and money. I want to spend my money on a more friendly platform that can offer live friendly help efficiently. They make you wait for hours which is damaging to my business, I could be doing much more important stuff than typing my needs for hours in their unfriendly chat which is building their AI data base. Wow Buyer beware.....

[DeanJung]

Een amazon has better customer service. 

Worst customer service and protocol in the E-commerce field. 

Shame on you Shopify!!!!!!!!! 

[Susana1600]

Nowwithin the past week- their new chat box. it’s the glitchiest chat I’ve ever experienced on any businesses website. ironic coming from a website platform. You have to keep refreshing your page just to see what you’ve written or what they have responded. Also, I recently paid a Shopify expert to do a job. They didn’t end up doing the job, but yet refused to refund me and Shopify refused to refund me as well. After seven years on Shopify I am heading over to Wix or Weebly. Shopify is an absolute piece of sht. in 47 years, I have never experienced this level of horrible customer service that they provide. it’s mind blowing how they can get away with this.

[cp13g10]

Shopify customer service has become a total disgrace. It's clear they've outsourced their customer support and you can tell. They take ages to reply, they give incorrect information and are unable to answer simple questions because they don't know what they are talking about. So poor from Shopify, why an earth would you make your customer service worse.

[Quoastal]

I cannot agree more.

if you value your time, money and, sanity stay far away from Shopify.

My store has now been closed for 5 days with no warning. Chat “support” has given me the run around and is unable to resolve the issue. Instead they tell me “the team”

will reach out to me, but can neither provide timing of when or even who…

Shopfiy cannot fulfill its obligation to the customer. Stay far away. 

[Dynamo1]

Why di d they close the store?

[Quoastal]

They inactivated my store randomly. Half of what I’m trying to figure out is why so I can fix it.

[ImageMakers_Soc]

I typically don't engage in these types of forums but YES you are so correct! But listen, let me tell you...I've been a Shopify customer probably almost 10 years and they used to be PHENOMENAL! Their customer support was awesome, they had an 800 number super easy to get in touch with them and I always had any issues taken care off. But youre absolutely right. They have gone completely downhill. Today if someone asked me who I recommend I would unfortunately have to still say Shopify but only because the competitors arent going to be much better at all plus they dont have the same features as Shopify for commerce. But I sure hope a competitor steps up because I will leave shopify in a heartbeat. Best to you, hope your issues get resolved. 

[jacktheripper]

I can not agree more, I have been using Shopify for more than 2 years and I used to be able to resolve an issue over the phone in less than 10 minutes, now everything went to hell !!!!  I can't find a phone number, no more email support and the only way to get support is to get in line and  play words with the "support advisor", their answer is always: "I am so sorry, I know you feel frustrated but there is nothing we can do... ", this is absolutely terrible experience and we are looking to jump.

[Susana1600]

Their experts that one can hire are a NIGHTMARE. i hired SLASHCART. Not only did they use a bootleg theme without telling me which caused me to have to pay an extra $215 but they harassed and stalked me on social media, messaging my customers leaving fake reviews leaving comments under 50 or so pictures. And Shopify didn’t handle it at all. All Shopify had to say was “sorry about that”. Bullsht. 

[sharon1400]

Totally agree! Each time they need to ask me how to get to a page I am looking at. Sent a screenshot of the the orders page and they had no idea what it was.

[cocokennell]

 My theory is there there isn't a human behind the chat support either. They all asked the same questions. They respond the same way. They use the exact same phrases. "Bear with me I'm checking my sources" , "Can you send me a screenshot" even when the matter does not concern error message, or anything to screenshot. I'm convinced their customer service is just a sophisticated and"Can you send me a screenshot" even when the matter does not concern error message, or anything to screenshot. I'm convinced their customer service is just a sophisticated A.I. model.