Yeah this is the worst support I’ve ever experienced. I can’t even loggin to my account because Shopify accidentally locked my account. Now I’m waiting for the “security team” to let me back in. I message different support agents every single day only to get the same response. 11 different agents filed the same complaint and it’s been 4 months and still never heard back. It’s a simple fix. ZERO SUPPORT SHOPIFY IS HORRIBLE
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.