How can I get a refund from a non-responsive ecommerce platform?

[VerifiedUser]

Shopify is not responding to an issue with their website, and their so-called Shopify Experts.  I paid for a website build that was not done correctly, the site does not work and I feel ripped off. Shopify does not even sound to 5 support requests. They are not saying anything or even helping.  How do I cancel out Shopify and get refunded for the annual plan I paid for the year?  I don't want the headache of legal action but this is ridiculous. I feel like I'm getting ripped off twice. Once from the so-called experts and once from Shopify because they are not responding. 

[theycallmemakka]

can you provide the link to your site??

[Skye]

Hi, @VerifiedUser 

Thanks for posting. That sounds like a stressful situation.

If a Shopify Expert is hired through the official Experts Marketplace, we do have a governance team that overlooks disputes such as this. However, all conversations with the Expert need to be held within the Experts Marketplace and not via any external means. 

If the above requirements are met, please reach out to our live support team and request that this situation be addressed by the Partner Governance Team who will investigate the situation in full. 

[VerifiedUser]

Hello Skye,
Thank you for your reply. The partner governance team ARE the ones not replying/ following up on the issue.

Thank you,

[Skye]

Thanks for the additional context, @VerifiedUser 

When was your situation escalated to our Governance Team? 

[VerifiedUser]

August