Why does shopify customer support take forever and every case is escalated now

[edem000]

So I have had an issue with Shopify billing which has caused my account to be frozen. Now I contacted customer support to have this resolved, I was told by customer support this needed to be escalated to the billing team.  it has been days now with no communication or email from the billing team. I have contacted customer support at this time to try and have the matter escalated or get an update on numerous occasions. I get the same response, it is in a queue.

It is quite sad to see where this company is today compared to when I started using the website. You would usually get a response or help from support, max. 24 hours after the ticket is open or escalated. these days I have seen people complaining of not getting a response in weeks. I didn't even know how bad it was, because I haven't had to contact customer support. It is not feasible to run a business like this as we really on very little margin and a closed shop for weeks could mean a considerable loss in revenue.  All  am going to say is do better shopify.

And is anyone else experiencing issues with customer support 

[Rock_Star]

Yes, it's horrible, if read some of the other comments, they are all the same. They have escalated my help ticket 6 times, I am told the same thing every time I reach out. Been waiting since December 13th over a typo in my finance. Nobody can run a business with these delays. now that I am reading more of these, this may actually be more of a need for legal assistance with Shopify.

[Trendyf]

Been in limbo for almost two weeks here. They are holding thousands of my dollars