Used to be great when you actually spoke with someone in Canada who knew how the software worked. It’s all stock replies and answered copied from Shopify help pages. Not good.
Topic summary
Multiple merchants report a decline in Shopify support quality: slow escalations to developers (days/weeks), inability to speak with technical staff, and generic troubleshooting (theme/browser/incognito) that fails to resolve issues.
Key unresolved issues from the original poster:
- SEO/meta title–description behavior at checkout remains unclear; support won’t assist because the theme was “uploaded,” though it’s Dawn (Shopify’s default) copied to another store.
- Product grid miscount on collections/all: configured for 4 rows/20 products but shows ~12 with blank gaps; issue reproduces across themes.
Other merchants echo similar experiences:
- Previously knowledgeable, Canada-based agents replaced by stock replies copied from help docs.
- Delays have blocked a site launch; one user describes significant frustration.
- Large-store account reps focus on selling Shopify Plus (higher-tier plan, cited at $24k/year) and can’t help technically; support quality perceived to have worsened after an AI help center rollout.
Outcomes/status:
- No concrete fixes or timelines provided. Merchants request faster, expert live support.
- Some are considering migration (e.g., to WooCommerce). Discussion remains open with unresolved questions.
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