Shopify says its customer service is award-winning, but from the BBB, it has 1 star and hundreds of complaints, because of how poorly they handle issues, even if they made huge mistakes.
Has anyone had luck getting refunds? Or do you look for a more business-friendly alternative?
Last week, Shopify's support single-handedly took down my other website (a blog on Wordpress) 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.
Because I am not a Shopify Plus owner, the option of email has been taken away. (Remember when they used to provide all sorts of options: chat, email, or phone call...not anymore). So, instead, I was put in a queue after got connected to an agent, who said he could resolve it with this step-by-step guide for CNAME record.
He told me to change and delete a number of records in GoDaddy, including the A Record, CNAME record, and AAAA record and redirect my Wordpress IP address to Shopify.
When I questioned his directions as to why he is doing this, and that those records are tied to my Wordpress blog, he told me to make the changes.
One was changing my Wordpress IP to Shopify IP, even after I told him this would be an issue.
The changes resulted in my Wordpress blog being redirected to Shopify and Shopify hijacking the IP.
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 24-48 hours for them to fix. This was the issue they caused.
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-step guide to reversing it, asked his team to fix it now (not in 1-2 days) and compensation for my time and bringing down my Wordpress blog site for 15 hours.
He assured me people would get back to my question/concerns and to just continue the conversation in my inbox.
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 Shopify issues, and with GoDaddy, who was perplexed as to why Shopify made these recommendations.
When asked again for a credit for my time, breaking my site, and impacting my Google ranking, they refused.
What do people do in this case? How are you able to get a solution?
