Not sure if this is the correct portal but we were advised by a shopify support advisor to raise a complaint about shopify we need to raise it on community forums.
I hope this email finds you well. I am writing to express my extreme frustration and disappointment with the lack of support we have been receiving from Shopify, as well as the ongoing issues we have encountered with the Shopify shipping partner, Evri.
Since the implementation of the chat function for support, it has become an absolute nightmare to get any of our concerns addressed. Despite our repeated attempts to seek assistance, we have found it incredibly difficult to have our concerns properly acknowledged and resolved.
Specifically, our biggest issue lies with Shopify's shipping partner, Evri. We have experienced numerous instances where our parcels have either been lost or damaged during the shipping process. However, when we try to raise a shipping complaint with Shopify Support, we are directed to contact Evri directly. On the other hand, when we reach out to Evri, we are informed that the label was purchased via an Evri partner and that we should address any shipping issues with them. This constant back-and-forth has been incredibly frustrating and time-consuming.
Furthermore, we have repeatedly requested to speak with a manager from Shopify, only to be informed that managers are unable to call merchants. As a small merchant, we feel undervalued by Shopify, especially when we require immediate assistance and resolution for critical issues. We strongly believe that if Shopify wants to retain merchants like us, it is crucial for the company to improve its support system and ensure that communication channels are open and effective.
We urgently request that a manager or supervisor from Shopify contacts us via phone to discuss these ongoing issues. We have spent more time trying to address problems with Shopify than ever before, and this has had a detrimental impact on our business operations. It is disheartening to see that Shopify's Trustpilot reviews also reflect a negative sentiment, further supporting our concerns.
We implore Shopify to take our complaint seriously and recognize the importance of providing timely and efficient support to its merchants. We are actively exploring alternative platforms and are seriously considering moving away from Shopify. However, we genuinely hope that Shopify will rectify these issues and restore our faith in the platform.
We eagerly await your prompt response and a resolution to our concerns. Thank you for your attention to this matter.