Urgent Issue with Solace Home Support Website

Shopify Discussion

Topic summary

A customer purchased a LapLift™ Adjustable Laptop Stand from Solace Home Support (a Shopify store) and encountered multiple problems:

Product Issues:

  • Item received doesn’t match website description or images
  • Customer seeks return or exchange

Communication Breakdown:

  • Store’s phone number consistently switched off
  • Email address unresponsive
  • Unable to reach merchant through any provided contact method

Support Attempts:

  • Contacted Shopify support via email with no response
  • Cannot access Shopify Help Center (only used phone number at checkout)
  • Attached order confirmation screenshot for reference

Seeking Guidance:

  • Requesting alternative methods to contact Shopify support beyond email/help center
  • Looking for assistance resolving the issue with the unresponsive merchant

Status: Unresolved; customer awaiting community guidance on next steps.

Summarized with AI on November 20. AI used: claude-sonnet-4-5-20250929.
1

Hello Shopify Community,

I am writing to seek urgent help regarding an issue with a website built on the Shopify platform, Solace Home Support. I recently purchased a product from their website, the LapLift™ Adjustable Laptop Stand, and have been experiencing issues with the product as well as their customer service.

The product I received was not as described on the website and did not match the images provided for the order. Additionally, the mobile number provided on the website is always switched off and the email mentioned on the website is non-responsive. As a result, I have been unable to contact Solace Home Support and request a return or exchange.

I have also attempted to reach out to Shopify support through email, but have not received any response. As I used only my phone number to checkout, I am not able to use the help center of Shopify either.

I am reaching out to the Shopify community for urgent assistance. Could someone please guide me on how to resolve this issue? Is there any other way to contact Shopify support apart from email or the help center?

I have attached a screenshot of my order confirmation for reference. Any help or guidance would be greatly appreciated.

Thank you in advance for your assistance.

Sincerely,

Shubham Shingate