Lack of customer support

[123yougotme]

I would like to know why you won't answer customer support phone calls? Is it because you have so many complaints? Why can you only work through chat? I think it is quite misleading to tell customers that you have 24/7 support but won't give them a phone number to call when the chat agent can't help. Why are you hiding? I have contacted support 5 times and have yet to hear back. You accepted my payment for service right away but I am wondering when you will actually address the issues I have. I feel scammed and I think your customers deserve better than what you are giving them. You wasted two weeks of my time setting everything up only to be left hanging without an operational site. I wish there was something I could do but I think my only recourse is to tell every single person I know about how poorly I have been treated and take my business somewhere that actually has a functional customer support department. Do better 

[DaisyVo]

Hi @123yougotme 

I hear your frustration, and I completely understand why you're feeling this way. When you sign up for a service, you expect responsive and effective support—especially when things aren't working as they should. You’re not just looking for help; you’re looking for accountability, and I respect that.

Why No Phone Support?

Shopify provides 24/7 support through chat, email, and the community forums, but they don’t offer direct phone support. This isn’t about avoiding complaints—it’s actually a strategic move. Phone support can be slow and inefficient for technical issues that often require detailed troubleshooting. Chat and email allow agents to look into your account properly, share screenshots, and escalate cases faster when needed. That said, I totally get that when you’re stuck, sometimes you just want to talk to a real person.

Why Is It Taking So Long to Get a Response?

If you’ve reached out five times and still haven’t gotten a resolution, that’s absolutely frustrating. Here’s what I recommend:

1. Follow Up with Your Ticket Number – If you’ve already contacted support, check your email for a support ticket number. Reply to that email, ask for an update, and request an escalation.
2. Use Live Chat Again – Ask to speak with a senior agent. Be clear that this issue has been unresolved for weeks.
3. Try the Shopify Community & Social Media – Sometimes, posting on Twitter/X (@ShopifySupport) or in the Shopify Community forums gets faster attention.
4. If You’re on Shopify Plus – If you're a Shopify Plus merchant, you do have access to a dedicated account manager and priority support.

Your Site Setup Delays

Two weeks is a long time to be waiting, and it’s completely fair to feel upset. If you’re stuck without an operational store, it might help to specify exactly what’s wrong. Is it a technical glitch, a payment issue, or something else? Let me know, and I’ll try to guide you in the right direction.

I know this isn’t the experience you expected, and I truly hope you get a resolution soon. If you need any other assistance, I am willing to help.

Best regards,
Daisy.