Is it normal for theme support team to not contact you back?

Technical Q&A

Topic summary

A merchant reports being unable to get support for a theme issue since December 12th. Despite having 60 minutes of included support service, they received what appeared to be irrelevant copy-pasted responses before the support chat was closed due to inactivity.

Key concerns raised:

  • Question whether this support experience is typical for Shopify themes
  • Uncertainty about whether to continue with Shopify before store launch
  • Wondering if hiring external developers is the standard practice

Community responses indicate:

  • Similar frustrations with copy-pasted responses and lack of follow-through
  • One user reports a domain being held by Shopify for 15+ days, causing lost sales during peak season
  • Suggestion to research themes from other developers with better support based on reviews

Status: Unresolved. Multiple participants express considering leaving Shopify due to deteriorating support quality.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Hi,

I have had a problem with my theme since 12th December, and the support person told me that the theme support team would get back to me as soon as they could. I sent them messages to ask when they would contact me back. The last message I got from the support person was weird and seemed like they just copied and paste a text which was completely irrelevant to my problem. It was like having a conversation with a bot. My last message to them was last Sunday, and I was waiting for them to reply which they never did. Today they closed that chat due to inactivity.

This is frustrating and makes me question if I really should continue with Shopify. I haven’t launched my store yet so it was good in a way that the problem happened now. But what would happen if this was after I launched it? I use their theme so I have 60 minutes of service. Is this normal? Or other merchants normally hire other developers to solve problems instead?

Thank you and merry Christmas.

2

lack of communication and attending to any tickets, along with copy past responses seems to be the new shopify theme :slightly_smiling_face: good luck and yes moving from shopify is the best thing forward. it seems they are good with leaving businesses without an ecommerce while they copy past the responses and each support member will start with “i am the one to help, i will make sure… “ thats i I have been receiving for the past 15 days while my store domain is apparently stuck with shopify and we cant even do business RUN… im running aS SOON AS I GET MY DOMAIN BACK FROM SHOPIFY AS THEY SEEM TO BE HOLDING IT FOR NO REASON OTHER THAN LACK OF CUSTOMER SERVICE AND ACTION. BEST OF LUCK

3

I’m sorry for your situation. :confused: I’ve been reading on other sites about how their support has become really bad.

I hope you can get your domain back soon.

4

You can search for other themes with better support by reading reviews.

5

Hi, do you mean from other developers?

6

would you believe that we are still running around the same circle. the domain is stuck with shopify, we lost have our season of selling. our responses have been “oh no, we will fix it, then “oh we need to wait”