How can I raise Formal complaint within shopify?

Payments + Shipping & Fulfilment

Topic summary

A long-time Shopify user (9 years) is experiencing significant frustration with customer support regarding an unresolved ticket.

Main Issue:

  • Support has repeatedly stated the issue was “escalated” and that the accounts team would follow up
  • No actual resolution or contact has occurred after 3+ weeks of waiting
  • User describes the handling as “pathetic” and support quality as unexpectedly poor

User’s Request:

  • Seeking guidance on how to file a formal complaint about both the ticket handling process and the assigned support representative
  • Attached screenshot appears to document the support interaction

Status: Unresolved; user is looking for escalation pathways or complaint procedures within Shopify’s system.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Can anyone help me with how to raise a formal complaint against the way my issues & ticket is being handled by shopify’s representatives?

I was a loyal shopify user and started using it 9 years back, came back to shopify this year to handle things for a client. But the way my ticket is being handled is pathetic..

I’m being told the same thing over & over again - “Your issue has been escalated and our accounts team will reach out to you”. It’s been over 3 weeks now.. I never thought their support would be this bad!

Please help me raise a formal complaint against my ticket and the poor support rep I was assigned.

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