Terrible customer service to migrate a store. Still stuck

Shopify App Store
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Hello guys,

I’m working on developing a test home page for one of my clients selling rodeo and bike products. Big client with POS, etc., seriously considering moving to Shopify.

8 days ago, after the client approved the concept, I transferred the store ownership from my Partner environment to him.

The result: he got stuck, unable to do anything without choosing a plan. Something he did not want to do this early in the project.

So, 8 days ago, I asked customer service to move the store BACK into my Partner environment. The advisor told me the Shopify Partner Dev Team would handle it.

Since then: absolutely no update. Every single day I asked for updates in the chat, and every single advisor (7 in total…) promised the same thing: “we’ll keep you updated.” Nothing. Silence. Some advisors even ended the chat in the middle of the discussion without warning, leaving me with zero clarity or follow-up.

The tickets opened are: 59708745 / 59806135 / 59838663.

This is UNACCEPTABLE. We’ve lost a full week of development because we no longer have access to the store. Now, the customer is borderline moving to Lightspeed because he is furious with the way Shopify is handling this request — and especially the repeated lies we’ve been told.

Latest update: I just contacted yet another advisor, and he told me he is only NOW sending the request to the Shopify Partner Dev Team…

Seriously guys, what the ****.

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I feel you, man. Store customer service this past year has been meh :woozy_face: lost $$$ while in the mid of a chat with one rep; he didn’t want to admit it at first until I showed the receipt. Not sure what’s going on, outsourced perhaps?

Products & people in the community are still cool tho, although they might not be able to help much in your case. I’ve been thinking about this too; my current workaround is to clone the dev store first before handling anything. I’m about to do one in a few months.

I’m rooting for you, best of luck!

3

Hi, was the theme you were working on created from scratch, or on a paid one, or a free Shopify-recommended theme like Dawn or Horizon? I’ve heard that working with paid themes can sometimes cause issues during migrations. I agree with @seth by the way - great product (probably best), great community and mods but low-quality chat support.

1 Like
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I certainly sympathize with the poor support from Shopify, however this honestly sounds like a big mistake on the partner side.

The whole point of development shops is that they shouldn’t be transferred until it’s ready to go onto a paid plan, and Shopify makes it pretty clear that transferring isn’t reversible.

https://help.shopify.com/en/partners/manage-clients-stores/development-stores/hand-off-development-stores#transfer-ownership-of-a-development-store

:pushpin: Good reminder and warning for all Shopify Partners: don’t transfer a development shop unless you or the new owner are ready to pay the Shopify subscription.