This is a request for Shopify Staff to provide the developer community a tangible explanation on a clearly widespread issue that the team does not seem to have any real interest in solving and a warning to others considering building on Shopify:
We submitted our app for review in January 2026. Shopify’s posted SLA at the time was 8-10 days for review. We did not receive any update until over 30 days after submission (3x the SLA). In this update, the reviewer rejected our app due to their own misunderstanding. They mistook our support email address as a URL — and because they did not have an email client installed, were unable to open the mailto: link. We have since removed the mailto link and explained that issue to support.
Since then, it has been another 32 days with no update. Customer service has been utterly useless and refuses to provide an updated SLA or any escalation.
We have over 18 stores waiting for our app to be approved. At this point, we have recommended our stores explore alternative options to Shopify as they are unable to provide the basic service they market themselves as being able to provide — and even worst, their customer service and communications on this matter has been disgusting.
Shopify keeps saying they are looking at improving the process and addressing capacity issues, but a quick search on this community looks like extended delays and incompetency of their reviewers dates back to May 2025, almost a year ago. It’s clear that Shopify does not care about their customers.