Complaints

This profile includes complaints for BigCommerce, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BigCommerce, Inc.

  11305 Four Points Dr Bldg Ii Fl 3 Austin, TX 78726-2204

• 

  Bigcommerce

  685 Market St San Francisco, CA 94105-4200

• 

  BigCommerce, Inc.

  685 Market St San Francisco, CA 94105-4200

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BigCommerce is charging us more then $4,000 per month for services they can not provide. for almost 1.5 years we have been trying to make changes, add products, etc. We started with ******* products with hopes of having ********* products..... it never happened. they constantly stalled our uploads and changes. They even reversed changes that we applied. We had uploads hanging for weeks that would sudden update out of nowhere over righting and manual changes we did. Big commerce automatically shuts off a product that we special order/make with anyway of turning the product back on as orderable, Everything is a workaround to get anything to work properly. We spent $100,000'S developing this new website(never finished) and used 4 DIFFERENT DELEVOLPERS! All of them including myself (22 years web development experience) experienced these issues. NO WHERE were we ever informed there would be a ***** line CSV or API limit per upload. We were paying for an ENTERPRISE account!!! Only after the latest developer/data provider called their upper management did they finally "CHANGE SOME SETTINGS" to allow our uploads and changes to complete. This was after more then 1.2 YEARS !!! So this is proof they did not treat our account as an enterprise account that we were paying for. During this time more then 20 times did I and and the developers contact and open tickets for stalled uploads, it was never rectified.they always had the same excuse, it was the data etc.... well it was not the data even simple tasks like updating a price which is only 2-3 fields stalled. In admission to their error they offered us a $300/month for 6 months deal BUT then stated we would have to pay the $4000 again for the 6 months!! This is unacceptable. At first i was willing to let all this go if they would cancel our account with no further billing, however they refused. So now I am asking for a refund for the entire 2 years hosting.At first all i wanted

  Business Response

  Date: 07/26/2022

  We disagree with your characterization of the facts and thus the conclusions drawn.  We have many merchants with extremely large and complex catalogs managed without issue and we have not changed any functionality on your account or store.  Your last support case (#********) was over 7 months ago where throttled API connections were caused by your third party integrations, not BigCommerce.  It should be noted that while Enterprise accounts are not artificially rate limited on the basis of API-requests-per-unit-of-time, we do reserve the right to limit unreasonable or abusive API activity in the interest of platform stability as outlined in our terms here https://www.bigcommerce.com/terms/api-terms/  and in our documentation at developer.bigcommerce.com (though in this instance there is no indication such limiting was required or administered).  We have previously offered our Data Migrations Services, and we have suggested best practices via your Implementation Project Manager and your Customer Success Manager. You have declined our assistance repeatedly and remain subject to our terms of service that clearly state that the platform and services are provided as-is (see section **** https://www.bigcommerce.com/terms/), and all fees are non-refundable (see section 2: https://www.bigcommerce.com/terms/fees-and-billing/).

  Customer Answer

  Date: 07/27/2022

  Complaint: 17587805
  
  I am rejecting this response because:

  nothing wrong with our data and proof was when SUREDONE CEO called you and talked to you and then it was like a miracle it worked...... you wanted us to hire your people to do all the work and when we refused you decided to make it difficult for us to do what we needed because of the limits you put on the account. I am not an idiot and have been building website since ****. I can upload CSVs all day long with zero problems and stalls BUT not on your platform.... how do you explain that????
  

  and yes 7 moths ago we gave up on the project because of the limits you placed caused us to basically go bankrupt....

  you are trying to get free money from me !!!! site is not in use and the we were paying for future orders which never happened. you misrepresented your services i will be talking with my attorney and give him all the details as well as ask for all my developer companies to make statements. At minimum you committed fraud and misrepresentation of services and you did not deliver what was contracted. 

  i am willing to let all the past payments made to you for absolutely NOTHING for aprox $90,000!!!!! if you cancel the account and dismiss the unpaid months. if not i will talk to my attorney about punitive damages as well as the 90K paid for services misrepresented. 

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

  Business Response

  Date: 08/09/2022

  Again, we disagree with your characterization of the facts and therefore the conclusions drawn. That said, we are happy to continue working with you toward an amicable solution and your Customer Success Manager will be reaching out shortly to discuss your most recent invoices.

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Ok you can close the case as satisfactory

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

• Initial Complaint

  Date:07/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10 2022 I visited Big Commerce site and signed up for a 14 day free trial period for an online store. They did not honor the trial period and immediately charged my bank card $29.95. This dishonest act caused my checking account to go into negative status which caused my current bills to be returned by my bank. This caused me to have to my debtors and bank unecessary and high fees. I called Big Commerce the same day I learned of my account being charged and requested cancellation and a refund for my $29.95. I was transferred to billing and they told me I would be receing a refund. I called them two more times and was told the same thing and they keep saying that it is in 'cue' to be processed. To date I still have not received my refund.

  Business Response

  Date: 07/08/2022

  We disagree with your characterization of the facts and conclusions drawn.  Please refer to case #******** where this issue has been addressed and resolved.

• Initial Complaint

  Date:06/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was under the assumption that my subscription was canceled a month ago and I was charged $29.95. I called the company and was told that it wouldn't be an issue to refund my money and then received an email stating that they wouldn't refund it. I want my money back and my subscription canceled.

  Business Response

  Date: 06/21/2022

  We disagree with the facts as they are presented here, and as such, the conclusions drawn.  Case ******** explained accurately that under section 9.3 of our billing terms (https://www.bigcommerce.com/terms/fees-and-billing/) cancellations must be requested within 2 days of your billing cycle. Our only record of such a request came after an invoice was already issued. Please also review section 2 of the above terms and note that all services are non-refundable, as well as the core terms of service (https://www.bigcommerce.com/terms/) and note section ****b that notes your cancellation does not entitle you to any refund.  These are the terms of service to which you agreed upon signing up for services. We consider the matter closed.

  Customer Answer

  Date: 06/24/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I rejected subscription 2 Weeks before... and they didn't say anything like that. I was told by someone I spoke to via phone conversation they would be able to refund me.
  Regards,
  
  
  *****************************

  Business Response

  Date: 06/24/2022

  Again, we disagree with your characterization of the facts. Case #******** requesting a refund on 6/17, the day after your invoice, is the first case on your account. Additionally, the terms of service were agreed to upon creation of your trial on 5/16/2022. Per our terms of service, all fees are non-refundable.  We consider the matter closed.
  

  Customer Answer

  Date: 06/27/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  *****************************
  
  
  Consumer laws say otherwise and there's other avenues I can take like *************************************************** department. As well federal trade commission.