How could I file a formal complain regarding shopify horrible ticket processing

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I have experienced very poor customer support from shopify for the past 3-4 weeks. We purchased a new domain and wanted to connect to our existing shopify store, but when connecting shopify showed that the domain was already connected to a frozen store. So the shopify backend team had to deal with unlinking it so we could reconnect.


We submitted the ticket on May 7 and went through numerous support advisors, each with the same response. I was told that this ticket is high priority and their backend team will send us a letter. We have been staring at the mailbox every day and as of now not a single letter from them. I come up every day and ask the support advisor if they have started working on our case and they sometimes reply that the ticket is open and they are working on it. Some times they reply that our ticket is being processed by three teams. Today the answer was waiting to be processed.


We have been waiting for almost 1 month for our business because this domain cannot connect to shopify store. In between it has been an endless wait and we don't know so far when shopify's so called backend team will start processing. I wonder if shopify has no one to deal with these issues because of layoffs.

Now we don't know anything, we don't know if there is anyone to handle this ticket, we don't know when to start handling it, we don't know when we can finish it. This is shopify, the never ending wait.

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Reply 1 (1)

Shopify Staff
2339 253 518

Hey there, @alp8  

Thanks for taking the time to offer some feedback. We're sorry to hear you didn't have a great experience with our support and we would love to understand the issues you experienced. I understand wait times can be frustrating, especially when it comes to looking to have a domain connected. With that said, our community isn't an authenticated support channel, so I would have access to your backend account for further troubleshooting. 

I would recommend using one of the existing support tickets that you have opened with us to continue the line of communication in order to have the domain lifted off the frozen store so that you can connect it to yours. If you like, feel free to send me a DM of your support ticket number and I'll be able to confirm that it's in the active queue and has been assigned to our technical team.


If there is anything else I can help you with, please let me know.


Dirk | Social Care @ Shopify 
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