We have been with the same e-commerce platform for about 8 years ( one of their competitors) and we have never really had the sales that we expected, so we decided to look at running two sites and see which one performed best.This is what made us decide to try out Shopify, and initially we were impressed with a number of integrations and clever design, but that's where the positives ended ( warning it's a bit of a horror story).We had two stage authentication set up to protect our website and then our company mobile phone died, so we contacted all of our supply partners and they managed to reset 2 stage within 10 minutes to 24 hours, but Shopify hasn't managed to achieve this after two weeks and dozens of emails and live chat calls, we uploaded Identity documents, and then we were asked to upload them again and again etc.So we thought let's try the webchat and each time it was the same thing.Customer reps telling me that my experience is "awesome" , it wasn't, they understood my issue, they didn't and they would resolve it, they didn't.So I thought "ah Shopify is one of those companies that disempowers it customer service team to put a barriers in their way, so they don't resolve your issue.So we decided to try a different approach, we decided to go straight to asking for an updated on the progress.This always starts with you can see updates if you login (even though you have told them you can't login).This will lead to them telling you they sent an email asking us to upload more evidence of identity , which we had already done, they then tell you to upload it again (it won't let you as it tells you that you have already done it) , so after 20 minutes of backwards and forwards you will be shocked to hear that no progress has been made.So this will lead you to think, "Ok why don't I prove it to the customer rep" but unfortunately they can't handle personal information , so they tell you to wait and that someone will get back to you by email.And the non spoiler here is you won't get a response or resolution.I even contacted the CEO Harley Finklestein who doesn't respond to emails.So Shopify is all tech and no service by design.We are just glad we realised how dysfunctional their customer experience was before fully committing to Shopify.An expensive and highly time consuming waste of our time.We now look at our current platform with much warmer feelings.A sadly very disappointing experience for everyone.Update 5th SeptemberEven though I cancelled my shop in July, they are still attempting to take money from my bank account, I have managed to block them from accessing my bank account but they keep trying every two days, so for this reason I have marked them down from 2 to 1.
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