How can I escalate a complaint about poor customer service?

[dreone73]

Your Shopify support team is set up with no hierarchy so making a complaint about shopify support to shopify support is useless. We just lost half a day worth of sales because one of your reps, swore up and down that backup rates were only for international and my backup rates were supposed to be in my regular rates. She was so wrong it's not even funny, I even sent her back you help center articles showing her she was wrong and she stuck to her guns, we asked for this to be escalated and were told she told someone, but there's no accountability at all. I'd say 75% of the time your staff is knowledgable and can help, but the 25% when it can't is SO BAD it's not even funny. This whole system is a joke, someone who knows they messed up is highly unlikely to report themselves. You guys need some accountability

[Shay]

Hi @dreone73 

Thank you for reaching out to our community to share this experience. I am sorry to hear you had a less than stellar support interaction. I would be happy to flag this interaction for a review on your behalf. Please go ahead and share your ticket number here. 

Our support interactions are regularly reviewed for quality and learning to ensure we are always offering the most comprehensive support. Many times you will have the option to provide feedback on your individual interactions, and we encourage you to do so. If you feel that your support advisor was completely off the mark for one reason or another then I also recommend connecting with our chat support team once more to flag that interaction. 

Again, I appreciate you sharing this feedback and I will be happy to flag this conversation for a review if you can share your ticket number here. 

[dreone73]

The ticket number is 43239464.

[Shay]

Thank you for sharing that ticket number for me. Please rest assured that I have flagged that ticket for a review and if any actions or coaching is required that will be done.

[dreone73]

No one has contacted me about this, and here is another ticket

43849777

Your guys CS is horrendous. I need someone to contact me as we have been losing money for 4 days straight because of Shopify

[Shay]

Hi @dreone73 

I appreciate you reaching out here as well for additional support. I did see you also made a new post about this and I have replied there. Please feel free to follow up on that thread with any additional information you are able to share. 

You can click here to find that thread as well. 

[mesier1111]

No disrespect, but these are empty words.  My experience and that of our company and our much more ecomm focused siter company tells us Dreone73 experience is not 25% of the time but 90%.  Words are empty; actions are what count.  Check Trsutpilot and every other site and all over the internet, we found that this company when from industry leading to industry last in a very short period of time.

[maeve_oloughlin]

This is the worst site ever. The chat bot never works and there is no way of getting any help anymore, even though they increased there charges. It is infuriating and so time consuming.

[Shay]

Hi @maeve_oloughlin 

I am sorry to hear you are having issues connecting with our support team. All our merchant can connect with our support 24/7 through our Help Center. To access our authenticated support, please follow this link: Shopify Help Center. Type in your issue or "contact support" and follow the prompts to get connected.

Are you seeing any error messages when you try to get connected? If yes, can you provide some screenshots of what you are seeing?

[MikeLogik24]

I am jumping in here to really point out an issue with customer service. I have chatted with 3 perhaps 4 agents in support about a billing issue. I went through the sign up flow, i meant to sign up for the lowest most basic plan, somehow I got billed for advance which 399 per month vs the lowest plan which is $39 a month. I just wanted to register my name, start building out a store at my own time, wasn't worried about the 39 a month. I keep asking for a correction and my ticket just keeps getting closed. I need this resolved. This is my ticket number 49848452. This is a standard with SAAS platforms that people get the wrong billing due to confusion during onboarding/sign up. The fact that you guys think it's okay to charge me for feature that I haven't even used, (Store only has name in it, not designed yet, not launched, literally has not completed set up yet) is extremely messed up. Please fix this. I am now on the third week of trying to get this resolved which I assume you will try to use against me. Please fix this.