Just waisted an hour and a half with the support chat. I actually used to enjoy calling Shopify for help. It was generally a pleasant experience and this chat today was hellish and a total waste of time. It would have been laughable if I didn’t have so much other work to do. I can’t imagine how we’ll be able to continue having our site through Shopify, if this is the kind of useless support that we’re going to be thrown.
Topic summary
Shopify removed phone support, drawing strong merchant criticism, especially alongside recent monthly fee increases. Multiple users say complex issues that would take minutes by phone now take hours over chat.
- Reported chat support problems: long delays, repeated explanations, and navigation loops to help articles before finding a chat. Some note the Help Center crashes and forces re-queuing.
- Specific impacts: after a recommended “Markets Pro” install, one store’s international sales fell to zero, with customers seeing 404 errors/out-of-stock; an escalated ticket sat unresolved for over a week.
- Operational friction: simple account changes (e.g., bank details) are blocked and require support, yet agents request steps already attempted, extending resolution time.
- Business consequences: merchants describe stalled stores and plan to move to competitors; one cites ~£4m online sales across platforms and says Shopify seemed unconcerned.
- Additional concerns: funds held without explanation and a buyer’s negative perception of Shopify-powered stores due to poor order visibility.
- Next steps: several ask for alternative platforms; Wix’s phone support is noted. No resolution or commitments from Shopify are reported; discussion remains ongoing.
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