Shopify Support has gone from OK to absolutely HORRIBLE

Shopify Discussion

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.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
3

Totally Agree!! We started the end of March on Shopify and have been shut down twice. We have been down for almost a full week

and we were given NO WARNING they were gonna shut us down or why. We have some hand sanitizers on our site, and as soon

as we saw a threatening email from Shopfiy (accusing us of price gouging), we removed them off our site immediately. The next morning,

our e-commerce site was shut down. So a bummer with huge losses.

Each time I am able to get on a chat.. they say our email login and our URL ‘do not exist’ and then one gal found it under a name with

a mix up of letters. Wth? No followup though we were given a ‘case’ number. How do we get our site back up again? Any info

would be much appreciated!! Thanx everyone !

13 Likes