I need to file a complaint against a theme developer for selling a faulty theme where a number of functions simply do not work and the developer suggested that I hire a Shopify expert to fix the theme that I have just paid big bucks for. Shopify agent advised me to file a complaint in Shopify complaint section, however I cannot find anywhere online to lead me to this section where a complaint can be filed. Can anyone point me in the right direction?
hello,
I have seen your message. And i have guilty for that.
Can you please share your store URL and also please tell me what issues are you facing it . So i can suggest you in better way.
Go to https://help.shopify.com/ and be logged in ask the chatbot for a “support advisor” to try and get to a human at shopify.
Keep in mind there is a difference between off platform marketplace themes, and themes you buy in the shopify theme store. And of course what “functions simply do not work” means, if there’s an actual provable defect, user error, or the theme just doesn’t have expected features.
Good Hunting.
I mean functions that are included but that actually do not work! I have spoken several times with agents who all said file a complaint from the Shopify.com website but I have yet to find a link. A theme developer who admits sorry that function is there but just doesn’t work so I disabled it for you in our theme. Who also recommended that I hire a Shopify Expert to fix the functionality with the theme!
Yes my store is Hannahrosevintageboutique.com I went back to my old theme because the new one was a piece of expensive junk literally. Shopify stands behind these guys with a no refund policy yet does not check what they are selling to be sure that it works properly and as advertised. This really sucks and I am out of a lot of money for a piece of junk theme that looks pretty but doesn’t half work and is a piece of junk!
Hi, @Hannahrose
That’s definitely a frustrating situation.
Was the theme purchased in the Shopify Theme Store? If so what theme is this? To have Shopify assist with this situation, please speak with our live support advisors who will be able to escalate the situation to our Partner Support Team to review the situation.
Additionally, you can report the developer here.
Yes the theme is Palo Alto. I have used the Shopify chat as there is no way to reach anyone by phone and have complained several times that the theme that I purchased does not function correctly that not only are there features missing but included functionality simply does not work. I also complained that I had emailed the developer several times regarding problems with the theme not formatting correctly on mobile and regarding the non-working and missing features and did not receive any response until after I left a first review stating there was major problems with the theme and that the developer would not even respond to my emails. They then finally responded saying they had sent several emails but didn’t know why I never received them. How about I didn’t receive them because they had not previously responded. The responses were at the most open ended and vague and on one email I was told that yeah this doesn’t work so enabling it is pointless and so the person said he just went ahead and disabled it again. (Not the required response… Yes I see it is not working so we will fix it). My second issue is with Shopify allowing these people to sell themes through Shopify and then Shopify refusing to stand behind the sale and not making the developer stand behind it either. Since Shopify collects the money, Shopify needs to be responsible. 3rd they say no refund because it is intellectual property! It is still a product that was sold and if it does not work as stated or does not work properly then the is disputable. Spending $350 on theme is not supposed to be a crap shoot where you might get lucy or you might just lose! Anything bought the seller needs to stand behind it and any site allocating the sell needs to also stand behind it.
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Hi, @Hannahrose
I definitely understand how frustrating this is.
Have you done any code adjustments or added any third party apps to the theme? In order to ensure the partner stands by their product, we will need to step in and provide a warm hand off to monitor the correspondence between yourself and the theme developer.
As such, please reach out to our live Support Advisors via the Help Center who can facilitate a three-way email conversation with Shopify, yourself, and the developer.
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The theme developer did work with me to find a mutual resolution.
My store was closed due to AUP of shopify
and my payments in the store was going to paid after 120 days if I don’t get a charge back
In between the time the Wise Bank that I have attached to the account was changed by Wise & they issued a new bank account no. Just before the payment time I talk to a support agent and tell him everything and tell him to change the bank details. Same company same details but the bank are different just.
but the bank remains the same and the payment hit my wise account but because Wise have issued new bank details and closed the old bank the payment got reflected back to shopify
My store was closed due to AUP of shopify
and my payments in the store was going to paid after 120 days if I don’t get a charge back
In between the time the Wise Bank that I have attached to the account was changed by Wise & they issued a new bank account no. Just before the payment time I talk to a support agent and tell him everything and tell him to change the bank details. Same company same details but the bank are different just.
but the bank remains the same and the payment hit my wise account but because Wise have issued new bank details and closed the old bank the payment got reflected back to shopify
Hi, @Aashir0090
Thanks for joining the conversation.
That is definitely a frustrating situation. To make sure I understand correctly, you reached out to our Support Team to request that your bank account information on file be changed.
If this is correct, please reach out to our Support Team with the previous ticket number where you requested the information be changed. Our team will be able to conduct a review into the situation.
Best of luck!
they are not replying to me
I have contact them for last 4 weeks, The last message I got from them is we will not reply to you. Even though my director have contacted shopify in order to approve the payment. And the bank account also issued a letter for conformation of closed account and the new one…
Your ticket ID is.
you can have a look for the following ticket that how many message I have send them, and what they are responding to me
Hi, @Aashir0090
Thanks for providing that context. I did have to remove it from your posts, however, as it is not safe to provide sensitive information via public forums.
Additionally, our Community Team does not have access to specific tickets or account information.
That being said, please reach out to our Social Media Team via X or Facebook with your ticket number. They will not be able to review your tickets directly, but can have the situation reviewed by our internal team. If our internal team sees that the incorrect process was followed they will reopen the ticket.
To set your expectations, if the correct process was followed the ticket will not be reopened. Changing bank accounts is a very sensitive and serious process. As you can imagine, there are many bad actors who may attempt to hack Shopify stores and change the bank account to their own. As such, there are strict policies in place that cannot be waived.
yeah thats the point I am changing bank on the same name same company…
Not a different company or name is used…
And as for the conformation I have attached the document issued by the bank.
Thanks
Hi, @Aashir0090
I understand that you are changing the bank on the same name same company. This is in regards to the Shopify accounts.
While providing a document issues via your bank is great, we do have our own processes in place as well to verify the change that under no situation can be waived.
All is settled and have been taken care of. Thank you.
nothing is settled
nothing is settled down. I have been waiting for a month for this thing.
And the matter is still on pending. My director have contacted my bank issued a letter for the confirmation of the bank.
Still no replies nothing.
Very disappointed by your way of act
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