ComplaintsforBigCommerce, Inc.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally had a two year contract with bigcommerce for their enterprise services. Once the two years had ended, we contacted them after a confusing ending that resulted in lost sales and a system down during December2021/January 2022, it was noted that the system was not working and they could not get reinstated.We where not aware that they just **** not even checking if systems aren't working or are working. It comes off as a system that just collects money with no customer service behind it. Once the system was running, i contacted Bigcommerce and corrected the first **** amount, and we had discussed shutting the store down within a couple of weeks. this is IMPORTANT***** Not once was i told " you still have to pay for the whole month if you cancel early". Even in their notes it states I was to call and cancel service. During my recorded conversation we discussed keeping the store open for a short while and we wont be using the front end of the store, and per discussed it was agreed. I called again in late march, during another recorded conversation and had mentioned to the rep about closing the store to receive a refund, and again we where not told that if we cancel early, we would not get our prorated amount back.So we get to today March the 30th, I called to receive a prorated amount with the closed account, and was told basically"we do not do that,". I had to mention the previous conversation and the notes and was told, they would get back to me, typically our responses take days but in less then a hour we got this.This is ***** following up on your credit request. We were not able to authorize a credit in this case as you were advised to contact us directly to cancel the store. As we did not receive any notice to cancel the store before the latest service period started, the invoice is valid and cannot be refunded. The store has been cancelled so you will have no further charges from BigCommerce.

  Business response

  03/31/2022

  We disagree with your characterization of the facts and conclusions drawn. As our billing team stated in the case you referenced, we do not provide prorated refunds in these circumstances.  This is clearly outlined in our billing terms (https://www.bigcommerce.com/terms/fees-and-billing/ ), section 2, to which you previously agreed. Your account was cancelled at your request and you will no longer be billed. We consider the matter closed.

  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Earlier today a great Agent, ****, helped me. I accidentally gave him a 1, though while meaning to provide a 9, and another 9, but, I quickly called back to rectify that the intention was to do a 1, which, as you know, is the worst feedback one could be given. This was more important to me that meeting my deadline, which is, or was, tonight for site release that I could not be more excited to do. I was in disbelief when the agent who handled the call, who also did not provide me an email, which was my request, in which to clarify my own feedback, which you asked for, and, also, simply for ****** sake. How terrible to do a great job, and then see a 1 come across the screen! The agent said he couldn't find the address, and out of concern for my needing to finish my work and - and he said this - and the ** queu, too, we/he might just not be able to find it for me. Wow. I quickly said, correcting him b/c this is more important than my deadline. I called several times today, a lot, actually, afterall, I am assured of the right and access to do so; the 24/7 support is offered as a part of services exchanged and paying you probably $9,600 annually. Now, I am on hold for 20 minutes, and counting, and that is the most recent call, and that is totally uncharacteristic of ** support, but does not include trying to call several times before that. The reason I called, is because I knew I was right about something I had just called in about, yet the agent, the same one whom I believe *** have dismissed the effort to go to bat for ****** incorrect reviews, told me that there is nothing one can do about a Contact Page. I could not believe it, and again, "coding" or an "app" was advised. Imagine the reality check when, again, knowing this was wrong ****** I re-discovered that on "Web Pages" , "Contact"...there is a full list of modifiable options for the Contact Page. With such assurance, the agent didn't even look it seemed, and told me flat wrong ****** Thanks **.

  Business response

  02/09/2022

  We disagree with your characterizations of the facts, and therefore the conclusions drawn.  We appreciate your desire to correct the feedback left for that agent and we have addressed it for him.  Given you subsequently requested a cancellation we consider the matter closed. If you do have further questions or concerns, please reach out to our support team 24x7.

  Customer response

  02/09/2022

  Complaint: 16736793
  
  I am rejecting this response.

   

  "We disagree with your characterizations of the facts, and therefore the conclusions drawn.  We appreciate your desire to correct the feedback left for that agent and we have addressed it for him.  Given you subsequently requested a cancellation we consider the matter closed. If you do have further questions or concerns, please reach out to our support team 24x7."

  1) You disagree with characterizations of the facts...

  *OK, until you say specifically how so, that, as a response, to me and because it is completely vague, as well, doesn't go very far. I am not saying you can't disagree or you shouldn't, but your reply is lacking any reference as to why.  I welcome your pointing out which factS - plural - you disagree with. There was only so many facts in the complaint

  2) Conclusions drawn?

  *You had an expert agent who flat told me that a feature on the site builder - the Contact Us page, of all things - could not be changed, or modified and I, therefore, might need an app or to employ coding to make any adjustments. Did he put me on hold and ask anyone, first? Who knows. That happened, though, he stated that as a fact.

  3) The agents told a potential revenue-generating customer that the Contact Us form isn't changeable, and then I go and quickly retrace my steps on the site, knowing there was no way that could be correct, and find that, in fact, there it was and, yes, it can be so, quite easily and much.

   

  
  
   

  Business response

  02/10/2022

  If you would like to discuss the specifics, that is best handled by contacting our support team. The specific modifications you inquired about are not native to our built-in contact form.  This forum is not appropriate to troubleshoot or discuss a specific support interaction. We disagree that the information provided was not correct and it is unclear what it is you are asking for via this BBB complaint. You have requested cancellation of your account and we have addressed your support concern.  If you have additional questions, would like to reinstate your account, or have additional technical troubleshooting requests, those are best handled with our 24x7 support team.

  Customer response

  02/10/2022

  Complaint: 16736793
  
  I am rejecting this response because:

  I disagree with characterization of this assessment, but have also moved on. I believe the Contact Us form can have fields un-checked, for example I believe an RMA field by default exists in the master set of fields, so as to, therefore, yield to the business owner's preference as to what data a customer is or has to provide through such a form.

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

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 17th, I purchased a website theme through Bigcommerce. There were issues with the theme. The theme needed to be built completely by the user. After attempting to build my website I realized the widgets did not work like the sample theme. I paid $195.00 for this theme designed by Papathemes. I contacted Papathemes about the issues and asked for a refund the day after the purchase. I was told by them I would need to request the refund through Bigcommerce because they handle the billing. I contacted Bigcommerce and was told they do not offer refunds for themes. I refuse to spend another second on a theme I have to build myself and I want my money refunded.

  Business response

  01/19/2022

  We disagree with this characterization of the facts and, accordingly, the conclusions you have drawn from those mischaracterizations.  The terms you agreed with BigCommerce and upon purchasing the theme clearly outline our refund policy (see section 2 of fees and billing: https://www.bigcommerce.com/terms/fees-and-billing/ ) and our store terms further call out theme-specific refunds in section 5.7: https://www.bigcommerce.com/terms/store-terms/

  Our support teams have inquired about specifics on multiple responses within case 05167115 to assist you with the theme. If you can provide details in your response as far as what problems you are encountering we will be happy to help.
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We established a 2 year contract with Bigcommerce which stated $800 a month with 6 month of free services at end of our contract. We paid on time without fail every month. Our contract ended on the 29th/30th. We where not given the 48 hour of notification, or continued billing as an option. The website and back end was completely shutdown with no back end or front access allowed. i contacted Bigcommerce and was told many times how many support tickets and contacts it would take to reconnect our site. They did finally get in contact with our account manager ****, but once he contacted us this was the response I received.Hi ****,Thank you for contacting us here at BigCommerce. We received your request to access the store for a few more weeks. We an go ahead and reverse the cancellation, however it would be for 1 month and you will be billed the monthly fee. If you'd like us to proceed please let me know and I will reverse the cancellation. Hope to hear back from you, Thank you!Best Regards,********************* / AR Billing Specialist ***** ***************** Building II, Third Floor / ************************ Kind Regards,So if **** would of read the contract he helped create, they wouldn't be making that offer, and it was noted that it was told that the website could of been on at the flip of a switch but because they where collecting money from an enterprise account they had to go through channels AKA we want money but we aren't going to help unless we are paid first. That is an insult and says alot about a company when before they lift a finger money has been involved. well we agreed to pay, because we have lost sales that are already gone and alot of money being trapped in the platform.So the next day after being told the website was up, it was not. i contacted Bigcommerce and was told about a "bug" that was preventing the website from going live. Still in almost two weeks no website.

  Business response

  02/02/2022

  We disagree with your characterization of the facts and thus the conclusions drawn.  Our team has been in contact on a number of cases. If any issues are still persistent, please reply to the latest message from our Billing team on case #********.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  IM GETTING ****** OFF I HAVE A OLD WEBSITE ON BIG COMMERCE I CANT ACCESS SUPPORT WHAT SO EVER IVE TRIED EMAIL CHAT AND PHONE IT KEEPS TELLING ME MY INFO IS WRONG IM COPY AND PASTING IT LETTER FOR LETTER FEOM MY WELCOME EMAIL AND THE *** WHEN I LOG IN

  Business response

  11/01/2021

  We cannot validate your account in a BBB contact.  if you are having trouble with chat or web validation you can call our 24x7 phone support team and a pin is not required to speak to an agent, but they can help you get your validation.  If you are looking to cancel your account, you can also do this yourself by following processes outlined here https://support.bigcommerce.com/s/article/How-do-I-cancel-my-Bigcommerce-store

   

  Customer response

  11/01/2021

  Complaint: 16078300
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

   

  i have tried to message using contact form on website and it wont allow me as it says my url and pin dont match 

  Business response

  11/02/2021

  Again, if you are having trouble with chat or web validation you can call our 24x7 phone support team.  A pin is not required to speak to an agent, but they can help you get your validation.  If you are looking to cancel
  your account, you can also do this yourself by following any processes outlined here, including through your control panel: https://support.bigcommerce.com/s/article/How-do-I-cancel-my-Bigcommerce-store
  

  Customer response

  11/03/2021

  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.
  
  Regards,
  
  ****** S

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My website ran into an issue which is responsibilities of big commerce, and they charge heavy fees for that it is an important issue, it has been 20 days passed and nobody cares. I contacted several times but they are just passing the time by saying that our engineers are looking into it, They open a ticket and after some time they close it ,four time they close the case by not resolving the issue, I want them to resolve the issue ASAP

  Business response

  09/29/2021

  We disagree with the facts that you have laid out and the conclusions you have drawn. Please review the terms of service to which you agreed (https://www.bigcommerce.com/terms/ ), particularly section 10.4  that states the software is provided as-is with all faults. Our teams prioritize issues based on a number of factors and will continue to prioritize this issue as well.  However, we can make no warranties, as we have stated in our Terms of Service.  We will communicate via your open support case when the issue is resolved.

  Customer response

  09/29/2021

  Complaint: 15918241
  
  I am rejecting this response because: My question to BBB is that i received this response against the complaint i file with BBB ,Pleased read this response and let me that does it make any sense because big commerce is trying to tell its users that they are providing a software with faults, when i signed up with them 5-6 years ago that fault was not exited ,how come this person just reply from big commerce without knowing the issue and sent this response it means they are just wasting the time by sending this email

  Response from Big commerce

  We disagree with the facts that you have laid out and the conclusions you have drawn. Please review the terms of service to which you agreed (https://www.bigcommerce.com/terms/ ), particularly section 10.4  that states the software is provided as-is with all faults. Our teams prioritize issues based on a number of factors and will continue to prioritize this issue as well.  However, we can make no warranties, as we have stated in our Terms of Service.  We will communicate via your open support case when the issue is resolved.

   

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

  Business response

  09/30/2021

  The situation remains the same. The issue cited in your support cases remains with the Engineering team and will be prioritized accordingly.  As of now, there are more urgent issues in front of it, but when they are able to resolve it you will be notified via your support case.  The mention of the terms is simply a reminder of the terms to which you agreed that includes the software as-is and with all faults, whether or not they existed when you first used the platform.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been a long time client of BigCommerce and am so dissatisfied Ive been unable to reach a resolution in regards to my website being down. My company switched bank accounts failed to realize our new billing information was never updated with BigComm. Due to this, the next payment wasnt processed and our website is now suspended. I called to update my card information but was told I need to perform this online. I went online and couldnt remember my login information for the main host account. A password reset was my only option so I requested for one. The link BigCommerce is trying to send the password reset to is an email I no longer have access to via the company Godaddy. Ive called to see if theres any other email they can send the password reset to, but I was told to email the support team. Its going on 3 days since Ive emailed the support team and my website is STILL down. I currently have no income from my company due to someone not reaching out. Disappointed!

  Business response

  09/27/2021

  We are unable to provide access to an site without proper authentication and if you have lost access to your third party email address(es) or other needed properties it can create delays.  That said, this issue appears to have been resolved via case #********. If you have any continued questions or concerns please reply to case #******** and our Trust and Safety team can look into it.

  Customer response

  09/28/2021

  Complaint: 15908557
  
  I am rejecting this response because: it took 3 days for me to even have the opportunity to verify my account. This caused me to have ZERO income for those 3 days. This is a huge hurdle that I would never wish for any business owner to run into. BigCommerce should make sure that their customers are able to have some sort of online support from departments that handle significant issues such as mine. You all have 24/7 support for technical difficulties but no support on the weekends from the department that handles the major problem I ran into? Thats a pretty big deal when a business cant make money because they have no access to the provider of their e-commerce. 
  

  I switched banks and didnt realize my card wasnt updated with you all. My account went into suspension, no call from anyone. I only found out when my employees went in to work.  I had no way of making payment due to the password issues I had. This was a minor issue from a simple mistake that couldve been fixed. My weekend was ruined and I was anxious the entire time waiting on a response. I lost money, and sleep from this. Not satisfied with this whatsoever. 

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

  Business response

  09/28/2021

  We disagree with the facts that you have laid out and the conclusions you have drawn.  Merchants are provided multiple email notices of unpaid invoices as well as in-product messaging over the course of 30 days prior to suspension of the service. It is a merchant's responsibility to maintain accurate information for the purposes of those messages. While our 24x7 team will attempt to assist in every way we can that is commercially reasonable, not all functions operate on a 24x7 basis. Please review our Terms of Service, particularly fees and billing section 5 https://www.bigcommerce.com/terms/fees-and-billing/ that states your site may be suspended for unpaid invoices as well as charged late fees.

  Customer response

  09/28/2021

  Complaint: 15908557
  
  I am rejecting this response because: Once again, I received no calls though I understand I as the merchant should update bank information. But as I also explained in the previous email if it were indeed thoroughly read, the trust and safety department appears to be a department of significance being that NO ONE could assist me in getting my account verified. This is a department merchants should have access to in case of an urgent situation like this.
  

  I called MULTIPLE times to plead for someone to reach out to this special department, and I reached a dead end each time. It was out of the representatives hands that tried to assist me.
  

  So just as you expect your merchants to NOT make mistakes such as updating billing information, WE as merchants expect more from BigCommerce when it comes to being able to get a hold of someone so 3 DAYS worth of income isnt lost.
  

  A better resolution would be for you all to enhance this department in a way where this never happens. This mistake couldve happened to ANYONE as busy as myself. Especially one with other separate establishments out of the U.S that requires me to consistently travel. It couldve happened to anyone and I shouldve been able to have this rectified MUCH SOONER. 
  

  Hoping this is better explained and understood. 
  

  Regards

  Regardless, I as a paying customer would expect to get a hold of someone with a reasonable time. Tthis wasnt a matter of small glitch that couldve waited until the following business day. My site was down for almson3 days! Still unacceptable! 

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

*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. ↩