How to complain about a vendor?

Hatman63
New Member
2 0 6

Is there any way for a customer to report a vendor to Shopify for not delivering product & poor CS?

Replies 96 (96)
Julie
Shopify Staff
Shopify Staff
1109 106 324

Hi, @Hatman63

 

Julie, here from Shopify Support. 

 

I'm sorry to hear you're having troubles with a specific vendor. Is this a vendor from AliExpress, perhaps? If so, AliExpress is a completely separate entity from Shopify. However, they do have a Buyer Protection program you can use to file a claim against a vendor. If this isn't an AliExpress vendor, please let me know and I'd be happy to offer a few suggestions on next steps. 

Julie | Social Care @ Shopify 
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Hatman63
New Member
2 0 6
"COMPFY SHIRTS"
Product not delivered after more than 6 weeks. More than a dozen emails
back and forth asking for a refund due to non delivery. They keep
telling me to just wait a few more days over & over again. Extremely
dissatisfied with their CS. Still no product and no refund.

Thanks for any help
Brad
Julie
Shopify Staff
Shopify Staff
1109 106 324

Thanks for the additional info, Brad. It sounds like you've instead ordered a product from an online store.

 

I'm so sorry to hear that you've had this issue. I should clarify that Shopify does not have our own vendors; we just provide businesses with the technology they need to run their online stores. As such, our merchants are completely independent and they are responsible for running their business (fulfilling orders, etc.) - we don't ship or manage the stores’ inventory or orders. 

 

We absolutely understand that it's frustrating to have an online order fall through and we do, however, have a detailed FAQ to help you with the next steps.

 

I hope this clears things up!  

 

Julie | Social Care @ Shopify 
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laurentiuszabo
New Member
1 0 7

Hi. I am agree with the fact that you are not responsable with the how busineses running the activity trough Shopify. But you need to consider that you offer them all the posibilities to promote an sell (and take our money as customers) their products. In this case, is convinient to pay 30-40 usd/month for all the tools that shopify can give you, to scam all the people out there. 

 

I have the same situation. I bought an online product (not physical) and is not working. The vendor doese not  answer me to any communication channel. My money are gone, my product doesen't work, the vendor is happy because he scams me and Shopify is happy because have an active subscription from a scam vendor.

 

There must be a way to fix this. Is it necessary to open a new thread on this topic?

 

Thank you! 

Dabmtntom
New Member
1 0 3
Hi Julie! I've got a vendor I'd like to file a complaint against. I placed my order 3 months ago and never received my order. I've been fighting with the store owner to get a refund and he just keeps lying to me. What's the best way to get action taken against the store owner?
Julie
Shopify Staff
Shopify Staff
1109 106 324

Hi, @laurentiuszabo and @Dabmtntom.

 

I can completely understand the frustration and stress in having to face these types of issues with your online orders. While we do our best to take action against fraudulent stores using our platform, we also strongly encourage customers like yourselves to report these instances to our team for an internal review.

 

Creating a new thread won't be necessary. Instead, for next steps, including how to submit a complaint for a specific store, please refer to our detailed FAQ. Once your report has been submitted, it will be automatically sent to a specialized team for review, and they will be taking action as necessary.

 

Thank you for reaching out and bringing this to our attention.

Julie | Social Care @ Shopify 
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rymeric
Tourist
6 0 10

As you can see, Shopify will not help you. They have a vested interest in stores staying online because this is their business model and how they profit.

I have evidence that demonstrates illegal activity for about half a dozen stores selling counterfeit items. Some have been reported over 15 times now and Shopify does nothing to stop the repeat infringement (This is illegal here in the US and a safe harbor exclusion with the right law firm).

 

I encourage you to send your complaints to the RCMP here. https://cyber.gc.ca/en/cyber-incidents  as I have. I have worked with them before and I know they will help me. Good luck to you.

Vsloan31
New Member
1 0 0
My email address is victoriasloan31@gmail.com I’m having a hard time getting any assistance on an order I placed 12 days ago from today January 1, 2020 I placed an order from paytonm.shopify.com I received confirmation that the order went through and was informed I would get an email and text message With updates on the shipment of my order I have not received anything nor have I received the order it cost me $120 and I have a bank statement where they took it off my debit card what can I do
Mariamark3_
New Member
1 0 0
I have a big problem with a vendor called Knitfirst. I bought from them 2 blankets as Christmas gifts for my daughters, $91 each on December 21st. Orders # 5744 & 5745.
We received one only yesterday January 8th. The other God knows where it is! The disappointment is what we received has nothing to do with the description and picture they gave on the website. What we received is a piece of crap that I won’t buy even for $10 From a 99ć store. I emailed them, sent then message, called the number they have on their website, it’s a fake phone number that’s not in service and they didn’t reply to my request to return and get my full refund, nevertheless the less the other blanket that we didn’t receive to begin with. Another lie of theirs they said delivery between 7-12 days. The one we received yesterday was 17 on the way ,the other order is yet to be received if it will ever arrive! Now the question how can Shopify protect us from such Chinese vendors who operate from China and know that you can’t reach them? Can someone from Shopify answer to my complaint?
rymeric
Tourist
6 0 10

Please use the link I posted above to contact the police in Canada and file a complaint against Shopify.

Stuph
New Member
2 0 7
There are multiple fraudulent Shopify stores on Facebook! Often they’re using the name of a legitimate company to make it difficult to determine their authenticity. They offer fabulously cheap items, free shipping, use PayPal services and have wonderful ads for the products but they are a scam. I have sent notifications to Facebook and PayPal with no response. Shopify has created a new commercial monster- a method to quickly cheat under the guise of a legitimate entity!
rymeric
Tourist
6 0 10

What they are doing is illegal in the United States. There are some lax commerce laws (especially when related to copyright) in Canada. I would suspect

this is why they are located there as well. Again, contact the authorities (RCMP) in Canada and make a complaint against Shopify.

Stuph
New Member
2 0 7

That's not my point, here! Shopify needs to police itself and/or have some control over who gets on Facebook. What defines a legitimate storefront? Why not a Shopify license number? The platform is becoming the wild west! I will not buy anything anymore from a Shopify store and I have told many others the same.

spomroy
New Member
3 0 0

Hi there, I would also like to complain about a vendor. I ordered something from Henri's Toys back at the end of December and despite sending two emails to them directly and an email to a 'docpopshop', I have not heard back. 

 

How can this be resolved?

Samantha 

carmensandiego
New Member
2 0 3

I need to report a fraudulent vendor using Shopify-how do I go about doing this?

N1234
New Member
1 0 0
https://www.wenran.store/pages/contact-us

Jannaxtonalf6989@gmail.com

Please block this individual indefinitely. They are a fraudster that keeps selling things they don’t mail our and using customer info to steal information. They close Shopify pages repeatedly and open new ones to continue their scam. A google search of the email will show how many pages they have fraudulently made.
Print-N-Tees
Excursionist
14 1 0

Attention Customers with Complaints!

 

Keep in mind Shopify only provides products and services to businesses (like mine)... just like a bank or home improvement box store or any other wholesaler or business to business provider. They are not an online retail marketplace where vendors sign up to showcase and sell their goods and services under their website and a name like some of the giant marketplaces out there. 

 

A company, again like mine, buys Shopify's products and services and we use those tools to create a website and eCommerce platform to sell our products and or services.  Just as a contractor may buy a box of nails and some wood from the local home improvement box store to build that deck in your yard.  If you hire a contractor to do a home improvement or repair... and there is an issue with the contractor... whatever the issue... do you go to the home improvement store to complain and tell them they should police what the contractors, and everyone else for that matter, does with the nails and wood or other tools they sell them?  Do you see how ridiculous that sounds?

 

If you went to the grocery store and bought some milk and it is sour... do you go to the dairy farmer and complain? No, you don't.

If you paid a deposit for a wedding photographer and they went out of business before your wedding... do you complain to the manufacturer of the camera or film?  No, you don't.

 

If you go to a major retailer's website and order a blender... and you don't get it... do you go to the manufacturer and distributor of that blender to complain?  No, you don't.  Do you go to the retailer's bank and complain or complain to their accountant's office, the insurance company, the web-host, the janitorial company, the landlord of their warehouse or retail stores properties, etc?  No, you don't.  And if you did what would happen?  Nothing.  All those people service the retailer... they do not control the retailer's actions or lack of.

 

So what to do?

 

There are proper channels to make complaints about online stores.  Making complaints to whoever sells them the tools and resources to have an existence online is not one of them and will end up nowhere as they have no jurisdiction or control over that.  Same as the home improvement store has no control over how a contractor uses the nails they sold them.

 

If you ordered online... you probably paid with a secure payment option like credit card or online payment provider.  That should be your first place of action... Stopping or reversing the payment.  You should have an idea where the shop is located... contact their local district attorney's office, BBB or other consumer protection agencies.   There's a lot better places to complain where it will make a difference.  That's my point.

 

I wish you all good luck in recouping your losses... or taking actions against those bad vendors. 

 

Marianna

Shell__T
New Member
2 0 3

This store was up yesterday had FB ads all over the place - I foolishly placed an order - but today the store is aldreay gone?

 

  eranado dot myshopify dot com

 

so it is obviously a fraud; the payment made through PayPal went to someone named Nguyễn Anh Dũng

 

I was at least smart enough to use a CC which I can dispute the charge as soon as it hits my account.  What does Shopify do to alert customers when there is an open and close fraud like this?

Print-N-Tees
Excursionist
14 1 0

 

@Shell__T 

 

Again, it's not shopify's responsibility... plus how would they know?  They sell the TOOLS to create an ecommerce website. 

 

Read my above post.