Shopify Support IS HORIBLE
Topic summary
Merchants report a dramatic decline in Shopify’s customer support quality, with many considering leaving the platform after years of use. The core complaints center on accessibility and competence:
Support Access Issues:
- Phone support eliminated entirely; only chat available
- Chat wait times exceeding 1+ hours
- Callback option removed or grayed out
- Support representatives perceived as outsourced, undertrained, or possibly AI-driven
Critical Business Impacts:
- Multiple stores shut down without warning (5-7+ days), causing $15k+ in lost revenue
- Account lockouts lasting months with no resolution despite 30+ escalations
- Domain transfer issues preventing merchants from moving platforms
- Price gouging accusations (hand sanitizers during pandemic) leading to immediate shutdowns
Support Quality Problems:
- Representatives unable to answer basic questions or provide solutions
- Repetitive, scripted responses and irrelevant questions
- Cases escalated repeatedly with no follow-up from specialized teams
- Incorrect information and lack of product knowledge
Additional Grievances:
- Shopify Experts program: merchants report paying upfront for incomplete work with no refunds
- One merchant claims a hired expert harassed customers on social media after negative review
- Glitchy new chat interface requiring constant page refreshes
Many long-term users (4-10 years) express nostalgia for previous support quality and are actively migrating to competitors like BigCommerce, WooCommerce, Wix, or Weebly. The discussion remains unresolved with ongoing frustration.
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