Hi, I haven’t found an alternate option yet, but I’m looking.
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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I’m thinking get through the Christmas season and then form a plan. Wordpress maybe? I have found that contacting some of the POD dropshippers directly will get you better deals. I think it will take some work to forge out on my own but I am over this mess.
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I already called them out about this on X (Twitter). I really think everyone should do this. The complaints should be out there for everyone to see.
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AGREED. I am completely furious. I have no technical issues. They have locked me out of my account from receiving my funds. This is MY money I have earned through services and products already delivered; I’m talking about over a thousand dollars. The first time I had to deal with talking to these chat boxes this month, it was carried over days with multiple “people” and for over $10 thousand dollars. I don’t even feel like I’m talking to a real person. The intonation is flat in the dialogue, the questions given and screen shots asked for are clearly without the author having read what I wrote. I think it’s either AI responses or bots. If it is a person on the other line, I for sure do not have their undivided attention. I’m called to think that their version of customer service is an oxymoronic construct. How can they hold my money for my delivered work with no disputes and my clients verifying the transactions then tell me their costumer service is not equipped to help me transfer my funds?! I’m soooo beyond furious. I’m paying for this service and platform to keep records for my business and allow for smooth transactions for my clients yet they’re asking me to send screen shots because they don’t have their records in order?! This is a disaster. If I didn’t have the understanding that this was an established company, would totally suggest they’re running under unfair trade practices.
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Shame on Shopify. Tens of thousands of dollars paid in subscription and transaction fees per year and Phone support has been value managed out of your offering.
Now looking for a new platform that cares about its users.
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After just spending 2 hours or more trying to resolve a billing issue I completely AGREE with you. I am beyond FRUSTRATED with Shopify and you are right that they TAKE AWAY services but INCREASE FEES and it’s wrong!!! When you are on chat it seems like these representatives are helping multiple people at the same time because it takes them forever to respond and they also ask questions that do not pertain as if delaying the conversation longer than needed. It’s either that or a language barrier. Either way it is horrible customer service and something they need to correct SOON!!!
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Def checking out other platforms that offer true customer support.
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DITTO
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I am beyond annoyed, frustrated and livid! I just spent an hour and half on chat support and got absolutely no where! spent the entire time trying to figure how to communicate w this support person. Its the simplest issue that would of been resolved within minutes over a call. BUT NOPE! 2 hours and nothing got resolved! I can’t grow my store/business due to this lack of service. what the hell, Shopify??? can’t wait for a new platform to pop up as I will gladly move my business elsewhere.
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YEP, YEP, YEP!! Shopify sux now! One of the main reasons I went with Shopify over 7 years ago was there great phone support. Now they removed it and expect evryone to spend massive Typing time on each and every issue. I know they know of this giant problem they created, but they KEEP ON BLOWING EVERYONE OFF! as this thread will atest. Its just horrible support now! They officialy are get the nix soon. Can anyone tell me who the next Ecommerce platform should be?
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Good to know about WIX! thanks
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I bought a product from a website. Then I found out they use Shopify. They have no help, no service, and I felt that the company I bought the product from is a scam (using Shopify lets customers know you are a joke website). Shopify seems like a hack account. I am trying to cancel my credit card purchase and will NEVER use ANY company that uses Shopify because you can’t track your order status or have any clue when your package might arrive. If you want to have your customers never use your website, then use Shopify and let your customers know how little you think of them. Worse idea ever if you are a small business.
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I will never buy anything from any merchant that uses Shopify. It tells your customers that you are not a series business that people should trust. Shopify bars customers from seeing their shipping; thus, your customers have no idea if their order was ever placed and when it will arrive. Just an awful company that will be bankrupt soon (they lose money every quarter).
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Now imagine what YOUR customers have to go through. You can’t even get into the Shopify website.
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That’s completely ridiculous. My customers receive a tracking number as soon as an item ships.
BTW, Mattel ( makes Barbie)is built on Shopify, and Taylor Swift has a Shopify site selling merch. No matter the customer service complaints that website owners have, Shopify has nothing to do with customers of the businesses that build websites on their platform. The specific businesses handles all of that.
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This makes me sooo mad. Bring back Phone Support. You up the monthly fees, now give us the support we need!
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My store also!
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Chat support is clueless
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please let me know where others are taking their business
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Me too
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