ComplaintsforBigCommerce, Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sirs, Several weeks ago, ******* deleted my email address and account. After several visits to the Xfinity store and three hours on the telephone with a ******* technical support troubleshooter, they could not restore my email address. Since all my accounts used my ******* email address to log in, i.e., my bank account, PayPal account, medical records, grocery stores, etc., I had to change all my login-ins (eight accounts). On April 2, 2024, I attempted to log onto my business website. Unfortunately, my website also used the same ******* email address to log in, so I was also locked out of my website. On April 3, I contacted the BigCommerce Support Team and filed a case (#********) to have them change my website log-in. At that time, BigCommerce requested that I provide them with additional identification. On April 3, 2024, I submitted copies of my current Indiana business license and a receipt of my payment to ********************** for the current year. Unbelievably, on April 9, 2023, BigCommerce emailed me saying they had abandoned my case. On April 4, 2023, I filed a second claim (#********). As of April 12, 2024, I am still locked out of my website. On April 15, I emailed the BigCommerce Support Team and asked for an update. As of 4-17 I have yet to hear a response and remained locked out of my business website. This is not the way to run a business.

  Business response

  05/15/2024

  We disagree with your characterizations of the facts and conclusions drawn. For the security of our customers and their shoppers, we have protocols that require certain information to be validated before we can simply remove an owner email and give it to another. The response received by our Trust and Safety team on case #******** was abusive and the case was closed after we got no other response to our follow up questions. When the second case was created (#********) it began at the bottom of the queue for that team because it was a new case and was handled in the order it was received. They subsequently did get to the case and made the requested changes. The case was responded to and closed. We consider the matter closed.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 11th, 2023 I was not informed that there is an amount of $105.00 USD due before the following date of Jan 11th, **** which is today and I called the account services team and they confirmed that there was no email sent on that prior date and I asked him could they activate the account temporarily and they refused to do so because they said the system would automatically flag the account again. I also noticed that there was a wrong card attached to the account which I found suspicious because I only have one prepaid card that I specifically use for this account and hopefully no one filed a chargeback for that wrong payment method for previous invoices because it would cause me to pay again and today on January 11th, **** I unfortunately don't have any available funds loaded on my primary payment method which is my prepaid card because our revenue is paid out to our business bank account from our payment processor on a monthly basis and right now at the moment our payment processor has locked our ability to issue out any sort of payouts, so it would technically be impossible to arrange any sort of sufficient solution here unless we are given an exception until the beginning of next month.

  Business response

  01/24/2024

  The behavior you're describing for past due invoices is clearly laid out in the terms of service to which you agreed (************************************************************ ). We will be happy to help in any way we are able, however the management of payment methods and timely payment is your sole responsibility and for your own security there is very little we can do to intervene. The information that you were provided is correct in that we cannot reactivate a store that was suspended without the system automatically taking that same action again, but you can login to manage.bigcommerce.com at any time to manage your billing, payment methods, etc, which will reactivate your store.  You can find out more about paying an invoice here: *********************************************************************************************; If you are unable to access the email associated with your billing account, please email our trust and safety team as the support team directed and they will work with you in a case to verify you and resolve the issue.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Earlier this year, Bigcommerce started pushing people toward an annual billing plan. At the end of May, I called Bigcommerce to get clarification to their policy.1. Normally, you have to write to Bigcommerce if your sales goes down before they will lower your billing tier, its not automatic. Of course, they gladly raise your rates every chance they get, with no communication.2. I called Bigcommerce twice and talked to customer service reps because I was worried that if my Revenue went down, they would not give me a refund based on the difference between what I would have paid on the monthly plan, because I was now on an annual plan.3. I asked very specifically two customer service reps I talked to at ********************** as they were attempting to move me to the annual plan, if I would receive a refund before the end of the new blling period (now a year out) if my sales went down.4. Both customer service reps told me that yes, I would receive a refund before the end of the new billing period if my sales went down.5. When my sales went down, and I wrote to Bigcommerce requesting a refund due to my new lower annual sales (just a month later), they told me that 'you have to wait to the end of a billing period (July ****) before you can request a downgrade to your rate.6. This is in direct contradiction to two conversations I had with Bigcommerce customer service regarding this issue.7. One of the reasons I didn't immediately pull the trigger on the annual plan was because I KNEW Bigcommerce would try to pull this, because they are a shady company, with shady business practices. This is WHY I called them and asked them very specifically the answer to this question.8. I would NOT have signed up for the new annual plan had they told me they would only change my rate at the end of the full year billing period, because my sales have been going down all year, and I knew it would continue to drop and I would go down at least 1, and maybe 2, billing tiers.

  Business response

  02/01/2024

  We disagree with your characterizations of the facts and conclusions drawn. In reviewing your case history from that time, your inquiry on case #******** got a direct response that begins "Per our terms of service all payments are non-refundable and the payment is for the full term."  While there are rare exceptions we clearly pointed back to the Terms of Service to which you agreed and explained that payments are for the full term. You responded and asked us to move you to an Annual plan, which we did. You can review our billing terms at any time here: ************************************************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 9th, 2023 we had a customer, **************** place an order for a pump totaling $2531.80. He immediately received a response from Big Commerce - which is the shopping cart system that we use and have used for 20 years - that there was a problem with his order. So, he submitted the order again, 1 minute later - and again, 2 minutes after that. This totaled $7595.40 that was charged to his credit card. A few days later, we received a deposit for the $7374.24 in our checking account. I went on our Big Commerce storefront and there was NO ORDERS for that amount. I went online to Stripe and saw that there were 3 transactions for the same amount - $2531.30 - and knew this had to be a huge error. I also saw in our emails that ******* received an abandoned cart notification for his order(s) which is why he placed the order multiple times in a row. I contacted Big Commerce and tech support said that they have had numerous conversations with Stripe about a glitch in their system that for some reason indicates to Big Commerce that the credit card didn't go through and then quickly approves it thereafter. However, I never received the order and ******* received an abandoned cart notification. I refunded ******* the first $2531.80 and Stripe charged me $72.00 for a duplicate charge refund. I contacted Stripe and they have refused to fix this or refund me. Now, the customer has done a chargeback for the other 2 charges for $2531.80. Today, when I contacted Big Commerce, I found out that my website was shut down. I talked to support and asked to talk to a manager who refused to take my call. They said they escalated the situation OVER 5 WEEKS AGO for technical support to fix this and the issue hasn't been fixed. I am now locked out of my account. I have 20 years of customers, orders, etc. in Big Commerce that they refuse to allow me access unless I pay $210.00. Stripe has charged me $300.00. I didn't receive these orders. You'll see *****, *****, ***** missing.I lost sales

  Business response

  02/01/2024

  We disagree with your characterization of the facts and conclusions drawn. While it is certainly feasible that, like with any software, there were technical issues that needed to be resolved, our terms of service are very clear that the software is available "as is, as available and with all faults" (see section ****: *******************************************). All fees are non-refundable, as addressed in our billing terms: *******************************************fees-and-billing/ The issue you referred to was subsequently resolved, and was unrelated to any unpaid invoice for BigCommerce services. Please review the links provided if needed, as those are the terms of service to which you previously and continue to agree to by using the service. If you have questions or concerns, please feel free to reach out to our technical support team 24x7.
  

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a Big Commerce enterprise customer since late 2017. My agreement was for a dedicated representative, annual roadmaps beta programs and level 2 support . Due to a downturn in business from pandemic, I renegotiated my contract earlier this year from $2000 per month to $1000 per month. for the last several years, the cost of Big Commerce has been well in excess of one dollar per order. This is not a sustainable amount and I've been complaining about it for at least three years. About a year ago, they dropped my dedicated rep without telling me and continued to charge me $2000 per month. When I complained and asked for a lower rate after much back and forth and going through the **** I finally got a rate of $1000 which I still found excessive for the amount of business I was doing. However not having time or resources to build a new website I went along with it. Without telling me, they took away my level 2 Support and when I balked at it was basically told too bad. So, I decided to find a new platform and I did. I moved my website onto Shopify two weeks ago. The same day, I contacted Big Commerce Support asking about downgrading my account. I still have one website with them that gets less than 10 orders per month. My other website, has a lot of historical data but no incoming traffic. So, I built myself a new site on Shopify and just wanted to downgrade my account. It took three emails to finally get someone to address it.They came back telling me that I would have to pay $1040 per month to not even use the platform. I cannot even tell you how ridiculous it is is and it feels like they are holding my historical ********** hostage. Its impossible to use their export tool to export the orders in a reasonable format to be used on another platform . The fees they are charging are usurious and unreasonable

  Business response

  02/01/2024

  We disagree with your characterization of the facts and conclusions drawn. You are of course welcome to disagree with our pricing, and as you have subsequently stopped using our services we certainly wish you and your business the best of luck. That said, our pricing and terms surrounding that pricing are quite clear and you had agreed to them repeatedly when you were still using the services. For your reference you can review them here if you'd like:  *****************************************************************; The pricing and charges provided all are specified clearly in our terms and on our pricing pages. If you have any questions, please do reach out to our support team. Should you desire to use our services again in the future we would be happy to help outline the right plan type and size for you to meet your needs.

  Customer response

  02/01/2024

  Complaint: 20319941
  
  I am rejecting this response because:

  Big Commerce  is full of it. I did not repeatedly agree to be ripped off and charged more monthly for not using the service that I was paying when I was using it. Lets not be ridiculous. I am very happy on Shopify Plus as are I am sure so many of your former customers. Have a nice day
  
  Regards,
  
  *******************

  Business response

  02/02/2024

  Again, we disagree with your characterization of the facts and conclusions drawn. Both our general Terms of Service and individual contracts require agreement from customers, and we are simply stating that you had agreed to those terms, whether or not you agree with the pricing philosophy. Best of luck on your new platform, and we wish you continued success. If we can ever be of assistance in the future we would welcome the opportunity.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BigCommerce clearly lists its pricing on its website. For the plan I've been on, they were charging $299/month for the first $400,000 per year of sales, plus an additional $150/month for each additional $200,000 in annual sales, calculated on a trailing 12-month basis, as they clearly state. When my sales increased, they raised my monthly price. When my sales decreased, they failed to lower the prices back in line with their policies. When I told them they'd overcharged me, they told me that they automatically raise the prices based on my sales, but that it's my responsibility to inform them when my sales drop such that my pricing should be adjusted back downwards. Nothing on their website indicates this, and I find it patently ridiculous. Also, it took me three weeks to get this answer from them, during which time they over billed me yet again. And they're refusing to give me any refunds, even though according to their own policies I should have been billed less.

  Business response

  02/01/2024

  Apologies for the delay in response and any confusion you had around your billing. You are correct that we do not automatically downgrade stores. It is the responsibility of each business owner to manage their plan and changes as we cannot predict trailing GMV totals nor do we want to downgrade customers into other plan types that might remove functionality simply because it may be a less expensive option. We do not offer refunds for services, as outlined in the Terms of Service (see ************************************************************) to which you agreed, however I can see that in your case a rare exception actually did happen and you were refunded in case #********. The matter should be closed, but if you have any questions or concerns please feel free to reach out to our 24x7 support team.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bigcommerce has been charging my credit card without consent or an agreement from me. I have been automatically fraudullantly charged ***** starting 5/11/2022 every month until 12/11/2022 (7 months) I canceled my credit card and dispute these charges

  Business response

  02/01/2024

  We disagree with your characterization of the facts and conclusions drawn. BigCommerce has no way of acquiring your credit card information without it being entered into our system by a card holder. If your card was stolen or compromised in some way and used to purchase services from us we would be happy to review the situation and address it, however we have no record of you ever contacting us to make any such claim. All users are held to our billing terms of service: ************************************************************ (which also states you have 30 days to dispute a charge) and there has been no indication you were not a valid user. If you continue to have issues, you can contact our team 24x7.  Please see **************************************** for contact information.
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 19th, 2022, I discovered that a company based in ******, **, Big Commerce, **** had been fraudulently charging my credit card $299.95 per month since June of 2021. The charges total $5099.15 to date. I contacted my credit card company and reported the fraud on Oct. 20th, 2022, so that they could put a stop to the charges and attempt to recoup some of these fraudulent charges to my credit card. Although my credit card company is investigating the fraud, they suggested that I contact Big Commerce and find out if they would refund my money. I contacted the company on Oct. 27th (Big Commerce CASE #********), and they initially essentially told me that there was nothing they could do. I contacted them again via phone and spoke with ***** ******** Services Representative in the Trust and ***************** at Big Commerce), and exchanged a few emails with him. ***** admitted in an email that there has not been any activity associated with account or "store" for which my credit card has been charged without my knowledge, but he refused to provide me with a full refund -- even after he was made aware that the charges were not authorized by me and he admitted that the account had had no activity. I have never done business with Big Commerce, I have no agreements with them, and other than the unauthorized use of my credit card they have no proof that I have ever engaged them or done business with them. They offered to refund $1799.70 (or 6 months of the charges), . However, to date I have only received $889.85, which was refunded in mid November 2022.. My credit card company is in the process of investigating and may attempt to charge back another $889. 85. I have communicated with Big Commerce via email and phone on Oct. 27th and 28th, and again on November 10th, but the company has refused to provide me with a full refund. Please see the email communications between me and ***** ***************************************** attached.

  Business response

  12/13/2022

  After reviewing this case we have provided the filer of the complaint with three months refunded due to the unuse of the account. The other three months that had been approved by BigCommerce had been refunded back due to a chargeback filed by the bank, which we approved as part of the refund we had promised. 

  Per Section 1.3 part D. paragraph 2 of our Terms of Service:
  
  Non-Refundable.
  Fees are based on the Services purchased, regardless of actual usage and are non-refundable. BigCommerce does not provide refunds or credits for any partial days, months or years and does not provide refunds to customers, whether or not a customer has logged in or used the Services.
  
  As we cannot determine that the filer did not create the account or place the card on file, and we were not issued a notification of dispute within 30 days we are not obliged to provide a full refund for the 15 months of charges within our normal Terms of Service per section 1.3 part 3, paragraph 7: "It is your obligation to review all billing invoices for accuracy. You have 30 days from the date of a billing invoice to notify BigCommerce, in writing, that you dispute the charges. Failure to do so within the specified time frame will constitute your agreement that (i) all charges are valid, and (ii) where permitted by applicable law, you waive any claims you may have had regarding such charges." 

  As such we have followed our terms of service and provided a refund where able within our policies and procedures within our publicly available Terms of services for Billing Fees found at: https://www.bigcommerce.com/terms/fees-and-billing/

  Customer response

  01/05/2023

  Complaint: 18471775
  
  I am rejecting this response because:

  I would like to respond with the following statement:

   

  I do not accept the response from Big Commerce nor do I agree with their characterization of the facts in this cases.  Big Commerce and its trust and safety team should be embarrassed by their failure to do the right thing.

   

  I have never engaged Big Commerce to do business or purchase their services.   As such, I am not bound by their terms of service.  By referencing their terms of service Big Commerce is implying that I signed up for their service, which I DID NOT.  Moreover, they admit in their communications that they cannot determine if I did or did not created the account.  Therefore, it follows that they have no proof that I engaged them to use their services and their terms of service are irrelevant.  Therefore, they have NO justification for keeping the thousands of dollars they have charged my credit card.  It is disgraceful that they have elected to keep my money even after they were made aware that my credit card was used fraudulently.   In the *****************, where I reside, theft of $2000-$5000 dollars is a class 6 felony.  The definition of felony theft under  C.R.S. 18-4-401(1) provides that a person commits theft when he or she knowingly obtains, retains, or exercises control over anything of value of another without authorization.  The statute of limitations for class 6 felony theft in ******** is 3 years from the date the theft is discovered.  Since I did not sign up for their service and I did not authorize Big Commerce to use my credit card, and they are retaining my money, they are in violation of state in law in my jurisdiction.   Moreover, I suspect they are in violation of the law in the state of ***** as well.

   

  Additionally, Big Commerce has admitted in multiple communications (including their most recent response through the BBB), that the account has not been used   OBVIOUSLY.   Any reasonable person would agree that I would not sign up for and pay for an account that cost $299.95 per month if I was not using it.  

   

  Moreover, Big Commerce did not dispute the charge-back initiated by my credit card company.  I suspect that the reason they did not dispute the charge back is they have no proof that I ever signed up for their services and they could not provide evidence of such to my credit card company.

   

  Additionally, it is very likely that the Big Commerce  IT department could easily determine the ** address of the entity or individual that signed up fraudulently using my credit card, and could easily determine that that ** address has no relevance or relationship to me.  However, it seems that Big Commerce has no interest the truth, or doing the right thing .  They have repeatedly been made aware that the charges on my credit card were fraudulent, yet they have made no effort to investigate or to do the right thing and provide me with a full refund.

   

  I have been a business owner for over thirty years.  If I had ever been notified by a customer that I billed them (and that they had paid for), work I did not complete or a service I did not provide I would have happily refund their money immediately.   Big Commerce is hiding behind their terms of service because they are too lazy or their corporate ethos is too compromised.    Big Commerce should be publicly shamed for their disgraceful refusal to provide me with a full refund.   I hope people who are considering doing business with Big Commerce reconsider working with them.  If you take a close look at the type of complaints and the number of complaints this company has sustained it seems clear that Big Commerce is ethically challenged and that their trust and safety team is morally compromised.    

   

  
  
  Regards,
  
  *************************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, My account is: ************************ Store: https://store-xa65picy4c.mybigcommerce.com/ 1) We are unable to contact Customer Support. When we tried to contact, we entered our store URL https://store-xa65picy4c.mybigcommerce.com/ and our support pin ******** , all of them are correct, but the system said"The Store URL and Support Pin provided do not match our records. Please ensure the information is entered correctly and try again."2) and the domain name rohodo.com we bought through bigcommerce, shows "suspended"

  Business response

  11/16/2022

  Hello,

  We're sorry to hear the customer had an issue contacting our chat support. We would like to recommend calling our support team 24/7 at **************. You can indicate that you do not currently have a pin and verbally provide it to the agent that answers. They should be able to work with you in figuring out where the issues are and helping getting you back on track.
  
  Respectfully,
  
  Customer Satisfaction Team.

  Customer response

  11/16/2022

  Hi, 

   

  This issue has been fixed, but another tech issue with bigcommerce, the import function is not working (case# 05736753) this case was opened a week ago, and the issue has not been fixed. 

  Since the import function is not working, i am unable to import product and make sales. 

   

  The store subscription includes the import function, and hope this issue can be fixed soon.

   

  Thank you so much!!

• Initial Complaint

  09/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 26, 2022, I purchased a "mini treadmill" that had been heavily advertised on social media. The website was www.minitreadmil.co On August 24, 2022, I emailed the company questioning where my item was as I had not received any tracking or follow-up emails. No response.On September 3, 2022, I emailed the company again requesting an update. No response. On each of the respective dates, I attempted to contact the phone number provided on the website - the line had been disconnected.On 09/21/22, i further investigated the "company" and the customer service address they provided is an empty lot in a run down neighborhood. According to WhoIs.com - the website was registered on 07-26-22.At the bottom of this website, they list: "Powered by Big Commerce"On September 21, 2022, I contacted Big Commerce via phone, seeking a resolution to a fraudulent company they were hosting. I was advised to contact *************************************** and they would investigate and have a resolution. As of 09/29/22, there has been no resolution or contact back from Big Commerce, it appears as if Big Commerce is willingly complicit in hosting, maintaining, and providing services for a clearly fraudulent "company" that scams consumers out of hard earned dollars.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩