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BBB Accredited Business since

BigCommerce, Inc.

Phone: (888) 699-8911 11305 4 points Dr #300, Austin, TX 78726 http://www.bigcommerce.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that BigCommerce, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for BigCommerce, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 42 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

42 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 17
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 19
Total Closed Complaints 42

Customer Reviews Summary Read customer reviews

3 Customer Reviews on BigCommerce, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 3

Additional Information

BBB file opened: November 17, 2009 Business started: 12/17/2003 Business started locally: 12/17/2003 Business incorporated 02/20/2009 in TX
Type of Entity

Corporation

Business Management
Mr. Adam Ferenzi, Client Success Sr. Manager Mr. Eddie Machaalani, Co-CEO
Contact Information
Customer Contact: Mr. Adam Ferenzi, Client Success Sr. Manager
Business Category

Internet - Web Hosting Financial Services

Alternate Business Names
Interspire Pty Ltd Interspire, Inc
Industry Tips
Finding a financial planner

Customer Review Rating plus BBB Rating Summary

BigCommerce, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 11305 4 points Dr #300

    Austin, TX 78726 (888) 699-8911

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******* Apr 26, 2016 Apr 26, 2016 $79.00 USD Paid Download PDF ******* Apr 25, 2016 Apr 25, 2016 $79.00 USD Paid Download PDF ******* Apr 24, 2016 Apr 24, 2016 $79.00 USD Paid Download PDF I only have 2 ssl certificate. I bever paid for 3 but they bill me for 3. i expect an immediate refund site paid for are *************** ****************

Desired Settlement: refund 79.00

Business Response:

It does look like there was a duplicate invoice on one of the SSLs.  A credit has been issued and will be applied to your upcoming invoice(s).

 

 


Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,

**** ****

 

This is a different issue. i have been billed 3x at 79.00 for ssl certificate.

Business Response: Yes, I believe we're talking about the same thing.  I see the duplicate charge, and we have credited your account for the difference.  If there's a misunderstanding about the issue, can you please clarify the concern?

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

5/4 ******
 Big commerce case #  ******** - should credit $79.00

 

5/4 spoke to **

REF # ******** = asking credits 25 months x 15.00.

5/10 - mel -  #******** - over bill 79 - ssl

 

 

These are different cases. I was told someone will call me back by MEL within 2 hours. Im still waiting for the call. I want thse over billed, bot credited, but credit back to my credit card.

 

All this is being cause by a reprisal attact by philip on the billing team. I need someone NOT related to him , and my account continue to suffer from his abuse of power.

Regards,

**** ****

Business Response:

The cases you're referencing are not what I'm referencing.  Case #******** on 5/10 provided a $79 credit based on your duplicated SSL charge.  I will have somebody call you to clarify.

 

 

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been trying to work with BigCommerce to create an online store for my new (online fabric and notion retail) business. While evaluating the platform, I followed all the instructions, spent 20+ hours setting things up and did what I could to learn more about the platform overall, as well as what I could do to get things working properly. I was excited! Once I signed the annual plan though, I started having issues. The dedicated person that I had been in contact with (***** *****) said I was now supposed to be working with the onboarding team, however every time I called to get in touch with them I was either dropped after being on hold for an extended period of time or when I selected the "auto call-back" option I never received a call back. I requested numerous times (both through the customer support channels, and *****) to have someone from the team contact me, but never received any calls/emails. I paid for the full year up-front ($323.46), since I received an additional 10% on the platform fee if paid annually. My card was charged on 4/14, and I started receiving emails requesting payment and threatening store suspension after payment was received. I had deleted the first, but I have the second notice they sent 4/21. I also began experiencing issues with the way my images were rendering on the site. They were extremely blurry, regardless of the method of import, file size/type, etc. Again, I spent numerous hours trying to edit and test how to get them to render properly, submitted multiple tickets requesting assistance, and called the support line at least twice. I also scoured their BigCommerce University and Support portals, to no avail. I finally received a note from someone named **** in their support team saying it was a known coding issue, and the engineers were working on a release date, but it likely wouldn't be for at least a couple of months. At that point I requested a refund for the previous, current, and next months, since the template was broken and resolution was likely going to be out at least another couple months. I never received a response, so I both emailed and logged cases requesting a refund, and then a cancellation. I finally spent another 37 minutes on the phone with someone at support yesterday, only to be told that he submitted a case and I should hear back "soon." I asked for a timeline/SLA, just so I knew what to expect, as none of the previous requests/cases had been addressed and the man said I could call back every five minutes if I wanted, it wouldn't make it move any quicker...I'd been doing all I could throughout the experience to remain professional and optimistic, but all of this is unacceptable. I can't get ahold of anyone there, I'm hoping someone at the BBB can help? I am so not the type of person to write long in-depth complaints about businesses, but this is heavily impacting my bottom line. I'm set up to be an online-only retail store. I did my due-diligence in researching a platform before deciding on using BigCommerce, and I was really excited. I do not, however, feel comfortable sending potential customers to the site with the site the way that it is, which means I can't make back any of the investment I used to purchase product. I've found another vendor I'd like to use, I just want a full refund and cancellation so I can cut losses and move on. Also, I'm not sure if it helps, but see below for emails/cases submitted. This does not include any phone calls. If I need to track down call logs for those I should probably be able to, but I'm hoping this is sufficient: 4/6/16 - Email to ***** ***** requesting help 4/13/16 - Support case logged 4/18/16 - Email to support 4/21/16 - Email to support (no response from 4/18 request) 4/22/16 - Email to ***** (no response from 4/18 request) 4/25/16 - Email to support (received response from **** referenced above) requesting refund. 4/26/16 - Email to support (no response from 4/25) *Multiple calls were made to support in between 4/26 and 5/10, cases logged by support team on my behalf 5/10/16 - Email to support (no response from above requests) I'm not sure if I got caught in some sort of CRM or marketing automation loop where the right people just aren't seeing my complaints/requests for support (and now cancellation), but I have yet to hear final resolution on any of the cases I had submitted. Please help!! Thank you so much for your time, ****** ********

Desired Settlement: I think based on the template site code issues and lack of promised onboarding and customer support, I should receive a refund for the $323.46 paid 4/14.

Business Response: This refund was already provided on 5/11.  We will have somebody reach out again today to make sure everything is squared away.

Consumer Response:

Hi there,

My apologies on this. I was so frustrated with how my account had been handled that I didn't know what else to do but submit a complaint.

******* ******* contacted me the afternoon that I filed and issued the full refund.

I called the BBB in Austin as soon as I got off the phone with him to notify them that the issue had been resolved, plus sent emails both then and after I received the confirmation email of the message to BigCommerce.

This has been resolved, sorry for the trouble.

Thank you,

****** ********


5/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In early February I purchased a migration service for my website. On Feb 19th I was notified by email that the service could not be performed and my credit card would be refunded for this service. After several attempts both by email and by telephone with the original salesman and the billing department the service charge has not been refunded. I had been told that it has been "approved for refund" on Feb 29th. At this time I feel I'm being given the run around after being transferred to several different departments during my last phone attempt to resolve the issue. (march 12th) On March 14th I sent another email and it has not been resolved.

Desired Settlement: I would like to see a refund of the original purchase price for which the service was not rendered and the refund was offered by Bigcommerce

Business Response:

It looks like our Payment Gateway had refunded the wrong amount.  We submitted the $325 (which is the migration charge, not $466) on 3/1 (*** *********** ****************************** *

However, after talking with our gateway, it  looks like they only refunded $79 for some reason (technical glitch it would appear).  We have manually processed the remainder and it should be in your account in 3-5 business days, depending on your bank.  Apologies for the problem, as we certainly thought everything process properly for you.

 

 


Consumer Response: 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,

****** ************

5/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bigcommerce has a partner program where they claim that they will pay you an ongoing referal fee for a refered customer. I sent thrm a customer and all of thier information was input into the Bigcommerce partner portal. According to their system, Bigcommerce owed me about $200.00 in referal fees. Since I never received any money, I contacted their partner program manager ******** and ecplained the problem to her. She said that she would look into it and get back to me. She finally got back and said she thought I was owed about 170.00 I was agreeable with that amount. She told me I would receive a check for that amount in about 2 weeks. 2 weeks went by and I had not received it. I contacted her again and she said she changed her mind.

Desired Settlement: I want the $170.00 that is owed to me.

Business Response:

The partner was never told that anybody changed their mind, simply that documentation was needed to show this was his client, as currently documentation suggests otherwise.  The last correspondence was this:

"Since we spoke last, I took a deeper dive into Global Vending Group. They're listed in our system as being referred by another partner, and unfortunately the email you forwarded me has no mention of them. Is there any other documentation you can provide?"

Since that point we have received no response and no documentation that the client was referred by this partner.  Without that, it does not meet the partner requirements for payment.


Consumer Response:

Complaint: ********

I am rejecting this response because:

I have sent all documentation to the BigCommerce partner program manager. It is not my responsibilty to keep sending it over and over again.

Simply call the client that i refered and ask them. Ask for **** Tell him ****** wants to know who originally referred him to Bigcommerce to set up the website account. Or maybe BBB can do that? I will give his number on next response if necessary.


Regards,

****** *******

Business Response:

Again, we have no record of this documentation.  We have asked for the basic documentation that has yet to be supplied.  We stated "They're listed in our system as being referred by another partner, and unfortunately the email you forwarded me has no mention of them. Is there any other documentation you can provide?"

Since that point we have not gotten any response indicating proper documentation exists.  Until we have that documentation, we cannot change the status, as we don't have any record that the money is owed or that this referral didn't come from an alternate partner.


Consumer Response:

Complaint: ********

I am rejecting this response because:

I sent you all the documentation already. If you have lost this information, then all that you need to do is contact the client that I referred to you and ask the client.

Is this difficult for you to do?

Regards

 


Regards,

****** *******

4/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am dissatisfied with the new forced upgrades and have had to wait too long to have my money, that was debited without my consent, refunded back to me,

Desired Settlement: Refund effective immediately

Business Response: There has already been a credit applied to this account, which will be used on the next invoice date.  The matter should be resolved.

4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December 2015 my debit card was compromised. I reported that to my bank and they shut down my debit card. The thieves somehow obtained my debit card number, my address, and my phone number. Big Commerce.com in the amount of $29.95 was one of the fraudulent charges that showed as pending on my on-line banking. Then subsequently the $29.95 was taken out of my account. I contacted the fraud department of my bank and thru an investigation said that, yes indeed it was a fraudulent charge and returned the $29.95 to me. Now on 3/28/16 Big Commerce said ...No...there was a charge because the credit card number was entered. Then Big Commerce.com charged my account again for the $29.95. I DID NOT ENTER MY DEBIT CARD INFORMATION. I did not make a purchase. I am a senior citizen and every dollar counts. I do not have my own business.

Desired Settlement: Desired outcome is to have Big Commerce.com refund the $29.95 to me. I am the true owner of the bank account.

Business Response:

Can you provide a case# where you interacted with Bigcommerce?  We can't seem to find anything except for our reaching (upon being notified by our bank of a charge back) via case #******** stating the following:

 

"We have received notification from our payment processor that you have processed a request to charge back in the amount of ($29.95). As per our terms of service, in order to stop monthly or annual invoices on an account, you must contact us to cancel the account by calling (888) 699-8911 option 3. If we don’t hear from you within 30 days to satisfy payment for outstanding invoices, we will process this account, and all associated subscriptions and services using the credit card number, for termination. If you feel that this was processed in error or you needed to make other adjustments on this account, please reach out to our Account Services team. You can contact us by calling (888) 699-8911 option 3 or replying to this case."

 

We never received any indication that this purchase was fraud, and don't have any record other than the above.  If you can please provide a case # where you contacted us, a phone number/date you called from, that may aid in our investigation.

 

 


4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 22, 2016 I decided I would like to upgrade my plan to take advantage of some of the options in the Plus Plan (I had the Standard Plan). So, I went to the upgrade screen, and went through the process of upgrading. On the Confirm Plan Upgrade Screen, It read: "Once you hit the upgrade button, you'll be upgraded to the Plus Plan. You'll be charged the new rate STARTING your next bill." No where in that statement or on that screen did it say that I would be charged immediately for the plan upgrade for the remaining amount of time for the current billing cycle. After speaking to ******* at Bigcommerce, who is very rude and nasty to customers by the way (because according to her I should have called if I was that confused on the upgrade screen when I read very clear what it said), she told me that I could not get a refund and I could down grade my plan back, but I couldn't be refunded for the time downgraded. This is bad business in my opinion. If you can charge me for the length of time prorated for an upgraded account, I should be refunded just the same. Aside from that, the upgrade screen should be more clear if there is going to be a prorated charge immediately. I also requested to speak to a supervisor and she told me I couldn't speak with one, I would have to request a call back from them and that takes 24-48 hours and that they were just going to tell me the same thing...

Desired Settlement: I want to down grade my account back down to the Standard Plan (because the features I upgraded for doesn't work the way I had thought they would either) and I would like to be refunded for the prorated amount I was charged and not told about upfront.

Business Response:

Our billing manager is reviewing this interaction and has already processed a refund and downgrade.  You should see the refund hit your account in the next 3-5 business days.  Apologies for the inconvenience.

 

 


3/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My debit card, ending in 2735, was fraudulently charged for $185. 00 to render the services of this company.

Desired Settlement: I would like my funds returned and information on the business or person that stole my identity and used my money to fund illegal sales of possibly stolen merchandise.

Business Response:

We have verified that this indeed appears to be a fraudulent transaction.  We have refunded the transaction and are taking appropriate measures with the account that used the card.

You should see the refund reflect in your bank within 3-5 business days.

Apologies for any inconvenience!


Consumer Response: 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,

******* ****

2/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a current subscriber of Bigcommerce and their website service. I was interested in using a specific feature on an upgraded plan, but I did not know if it would work. I was hesitant to upgrade because if I did and the feature did not work, then I believed I would have no recourse. I called Bigcommerce and they said they would be able to refund me if it did not work if I let them know immediately after the upgrade if there was such an issue. I went ahead and upgraded and was immediately charged the prorated upgraded amount ($43). Sure enough, the feature I wanted to use did not work, within 20 minutes of upgrading, I called and live chatted with them requesting a refund. They said they could not refund me the prorated amount but would downgrade my plan. Not only did they not downgrade my plan so I am still going to be billed at the higher rate, they would not refund me even though they said they would before I did the upgrade if the feature would not work (which it does not). They keep trying transfer me and no one calls me back in regards to downgrading and refunding me.

Desired Settlement: I want a refund on the $43.00 for the prorated upgrade amount and I want be downgraded immediately to the lower plan.

Business Response: This looks like a case of very poor communication on the part of one of our agents, and we certainly appreciate the customer bringing it to our attention.  I think this complaint was made before one of our technical leads had reached out via case #******** to help resolve so hopefully this will be a non-issue shortly.  I certainly understand the customer's frustration.  We are resolving now; please accept our apologies for all the confusion, and see that things get resolved via case #******** to your satisfaction.

Consumer Response: Complaint: ********

I am rejecting this response because: There is nowhere I can actually check the resolution of this case.  I tried to call the number provided to a ******** *********** with no response.  I would just want the refund and the downgrade - verify that this has been done instead of sending me broken links and agents who are unavailable to answer the call to tell me the resolution of the case. 

Regards,

**** ****

Business Response: The case number previously provided can be responded to at any time.  We have notified you of resolution, tried calling and leaving voice messages, and provided case documentation (including an additional case now, #********).  You can also see your plan type (now downgraded) in your billing area, and you will see the refund on your account within 3-5 business days (depending on your bank).

Consumer Response: 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,

**** ****

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October 2014, after speaking with my boss, I signed us up for a Bigcommerce plan using my boss's credit card (which I do not have access to statements of). I spoke to someone in sales about connecting our Quickbooks account to our site and quickly realized this wasn't the right fit for us. I spoke to my boss who told me to cancel the account, which I did. We never used their services and canceled immediately. I received confirmation via e-mail that it was canceled. Since then, I had not received one e-mail, phone call or anything stating that our account was still active. THIS IS SINCE OCTOBER 2014... IT IS NOW JANUARY 2016! The other day, my boss asked me what these monthly charged were for. He thought It was an e-mail marketing company I was using and I quickly went on the site and realized they had been charging his card $29.95/ month this entire time. I called and spoke to several people and sent them the e-mail of cancellation i received in October of 2014 and was assured TWICE that a manager would get back to me to give a refund. NO ONE GOT BACK TO ME AND I DID NOT RECEIVE A REFUND! I would like this amount refunded immediately!

Desired Settlement: I would like like the total amount refunded immediately. $479.20.

Business Response: Unfortunately, we have no record whatsoever of the cancellation this client claims to have made, and they are not eligible for a refund per our Terms of Service ************************************ The system does two things automatically upon generating a cencallation: 1) sends an email to the client and 2) creates a cancellation record in our billing system. The client has sent a copy of this email dated 2014, but no such record exists. What has been sent appears to be an altered version of the cancellation email just recently sent on 1/22/2016. It contains no record of an email header from 2014.

The client purchased on 10/17/2014. All billing system emails are seen here, including dates, and there was no cancellation email from 2014: ******************************
We also have no record of support/billing cases between October 2014 and January 2016, including no cancellation request from 2014: ******************************
Our system's auto-created cancellation requested is dated this January* ******************************
I would also point to our Terms of Service the client agreed to, specifically section 7.4:

"A valid credit card is required for accounts to process payment. Bigcommerce will automatically charge Customer's credit card on file based on Customer's billing cycle (monthly, partial yearly or yearly, depending on the Services selected and billing terms for individual Services) until Customer validly terminates the Services. Fees for prepaid Services are based on Services purchased, regardless of actual usage and payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE DOES NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL DAYS, MONTHS OR YEARS AND DOES NOT PROVIDE REFUNDS TO CUSTOMERS WHO DO NOT USE THEIR ACCOUNTS OR LOG IN."

and 7.6:

"It is Customer's obligation to review all charges for accuracy. Customer has 30 days from the date of billing to contact Bigcommerce and/or dispute the charge. Failure to do so within the specified time frame will constitute Customer's agreement that all charges are valid and Customer thereby waives any claims it may have had regarding such charge."

If we had a cancellation request from 2014, we would be happy to explore other options (given it would have been our clerical error), however no record of any call, chat, or email exists from that time frame.

Consumer Response:

Complaint: ********

I am rejecting this response because: You are saying "It contains no record of an email header from 2014" but yes, it does. (see attached) when I called in the man asked me for a case# and I told him there wasn't one on there. Yes, The same type of e-mail was sent to me on the 22nd of this month and not until almost a week later was a second e-mail with a case# sent. I assumed that since I received this e-mail and didn't know there was ever a second one I needed to see and keep, that I never got it and something went wrong in your system. I don't know what your system does but the fact that I am being called a liar is disturbing to say the least.When I cancel something, I expect not to be charged any longer. I had no reason to try to log into my account to check if i was being billed when I knew I had canceled and didn't have an account to log in to.

 Regards,

****** *****

Business Response:

No attachment came through on this response.  If we have an attachment of an email, with headers included, we would be happy to take a look.

 

 


Consumer Response:

Complaint: ********

I am rejecting this response because:

I'm attaching it again but I forwarded this over to your team before and it was responded to so you should have it. I'm not sure what else you're looking for. I've also CC'd myself to see if it comes through. 

Regards,

****** *****

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for bigcommerce 8 months ago. In around October they made the insights feature "available" for everyone. What this was supposed to do was mislead everyone to think that the feature was free but in the end we got charged 50$ a month for 4 months even after cancelling it. To activate it all you had to do was accidentally click the insights tab right above the tab where you see your visitors. It was activated with a click and boom a monthly charge of $50 was added to my account. Fast forward 2 months until I finally noticed it on my credit card bill that this piece of !@#$ company has been charging me 50$ for 2 months. Asked them to cancel Insights which they told me they did. HOWEVER on November they continued to charge me again for the useless service until TODAY I find out about it. Now I am out $200 that I will likely never get refunded for. Asked for a refund and the guy "opened a case" and STILL HAVE NOT HEARD BACK. Don't go with this POS company that steals from their own customers behind their backs. These people are thieves, who knows how many countless others they have hurt with such practices.

Desired Settlement: Refund the money you stole from us. I told you to cancel and to never let me activate it again. Yet you still pull this on us again.

Business Response: This person is having an extreme over reaction to an already-fixed clerical error.  Their original refund was processed months ago, but there was a mistake in disabling the product that caused the charge. The client contacted us on a holiday (Christmas Eve) and we acknowledged the mistake and refunded almost immediately on Monday 12/28.  The client simply needs to allow our support team to respond before calling names and making wild social media threats or accusations.  The matter has already been closed and is a non-issue.  This complaint is not remotely valid.

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a perfume that this company had advertised on penny scent.com. After they had deducted $116.22 from my card on August 22, 2015, they emailed me to let me know they did not have the perfume in stock. I immediately requested a full refund. I have not heard from them since. They have neither delivered the perfume nor returned my money. They won't even respond to my emails requesting that they refund my money. It's been 3 months since they took my money.

Desired Settlement: I want my money back.

Business Response:

This is a complaint for pennyscent.com (or whatever company owns that website), not Bigcommerce.  We are simply the software that is being used, we have no affiliation with that company.  I will certainly forward this to our legal department for investigation, but we are a third party in this matter and not involved.  I would recommend the customer consider filing a chargeback with their credit card company and potentially notifuing legal authorities if they believe this is a legal issue with this company.

Again, Bigcommerce is a completely separate entity and has nothing to do with that transaction.


12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started a "Free Trial" with bigcommerce about 5 days ago and during the first day I started to get to know how it worked and add products etc.. I was led to believe it was like shopify where you open shop by selecting a plan but of course assumed I would still get my free trial. I know this is the way they worked in the past according to friends who have used their "Free Trial". Anyway, I was immediately charged the amount for a full month when I scoured the entire page and saw nowhere that it clearly stated I was to be charged, it only said I would be charged once a month on such and such date. This caused me to overdraft my account and caused me even more financial problems. I immediately e-mailed bigcommerce kindly asking them to refund me, as I realized they weren't even the platform I wanted to use with their limited themes, as I wanted a sidebar attribute. So I was nice and asked for a refund. I literally had to e-mail several times before I got any sor of response and was only told. "Ok Your Membership will be cancelled the XX'th and you may use the service til then. I proceeded to e-mail several more times to several departments explaining that i was wrongfully charged and proceeded to get back only two e-mails. One stating that I was incorrect, that the trial period ends once you open shop. And one stating a excerpt from their policies saying that one must notify them 5 days in advance to cancel and that should one terminate there was no refunds. I'm pretty sure i couldn't have notified them 5 days before I even started my trial, and one would assume that a 10 minute window from when you inadvertantly were deceived into making a purchase would be a special circumstance. I do not recommend this service at all. They have no customer service and they use trickery and deception as far as I can see.

Desired Settlement: Refund of the cost of the service I never wanted nor used thank you

Business Response:

It is unfortunate that this customer ended up in a financial predicament, but in no way was she tricked or deceived and she made the decision to upgrade of her own free will. Outside of our terms of service that the client agreed to, which state no refunds (https://www.bigcommerce.com/terms), there is nothing deceptive that could have encouraged purchase of something unintentionally.  Specifically noted in our terms should be section 7.3 that states "The billing cycle begins on the day Customer converts to a paid store (the "Billing Date") and is due on that day each month, partial year or year thereafter, depending on the Service plan selected and billing terms for individual Services."  Per refund policies, please see sections 7.1 and 7.4.

This customer has started trials with us on 5 other occasions, none of which were upgraded, though several are still active.  She has been a trial customer across multiple stores as early as 10/18, several weeks prior to the store in question.  Upon upgrading that store there are a few directions she could have gone, which are addressed below:

Our pricing page is very straight forward: ***********************************

Upon trial creation, the messaging is very clear that you can pay straight away if you want to skip free trial: ******************************

Upon creating a trial your store is immediately provisioned and you can see how many free days you have left:

Should you start a free trial and then click the upgrade button, the prices are clearly displayed within the control panel: ******************************

Upon clicking the upgrade button, the customer's current plan and potential plan prices are clearly displayed: ******************************

Upon proceeding the credit card screen clearly states "Bill me every month for [PRICE]": ******************************

In short, the customer was very familiar with the Bigcommerce trial process with this having been her 6th, and she followed steps that were very clear and very deliberate to be able to pay.  She also agreed to our Terms of Service upon store creation that clearly state how our billing works and that there are no refunds.  She also could have called, chatted, or emailed our 24/7 support team to ask questions.  Nowhere did we state billing would begin in the future, and we clearly stated that the customer had several days left of a free trial.  Though not particularly relevant, this is exactly how other SaaS shopping cart providers work.  There is nothing non-standard or deceptive about it.  The overdraft is unfortunate, but that is the customer's responsibility.

 


11/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for their Free 15 day ecommerce Trial. Before the free trial ended I requested to cancel my account after numerous unresolved issues with their platform, which they advertise 24/7 support by, phone, email or chat. Chat didn't work without a chat account, phone support appear to not understand the issues in order to resolve them or just don't have time to help. Email support don't respond with 24 hours as advertised, rather 4 or 5 days or NEVER. I have several email tickets that will clearly support this claim, plus email tickets that are still awaiting a response. I've called several time without my issue being resolved and I'm left to try and figure it out by their half put together instruction page. The main issue is that they advertise unlimited storage space and unlimited bandwidth, BUT, what they DO NOT disclose is, how much storage space and bandwidth you get with your plaid plan (MB or GB), until you pay and discover it on the printout. If I had known this before hand I would have NEVER paid for ANY online stop overing on MB speed. It is impossible to run an online store with over 500 product to sell. So I request several time to cancel my account according to their instructions. I called phone support and a female indicated that it would be done by 9:00 PM when the person who handles this comes in. I also completed the online cancellation form several time and it indicated I would receive an Email shortly after, but never received any response to my request. I disconnected my Domain name from their platform the same day as my cancellation request. It appears they are ignoring my request or delaying my FULL REFUND. I NEVER got the chance to get my store online at all. I paid and now they don't want to honor their part of the deal. These were the following issues, my first issues during the trial was that instead of being able to preview my site, I got an error messor, 404, page could not be found, I had to rely on Godaddy to assist with the issue due to no response from my email support ticket. During so, I discovered Bigcommerce somehow automatically pointed my domain name to their DSN, without my knowledge. Afterall this was a trial, the RSS feed didn't work, the mobile feature didn't work, it didn't show links to any subcategories, pictures didn't show up on the page there were downloaded to, the template I used disfigured itself by deleting and shifting things around, the phono editor used, pixlr didn't function properly after a while. All these issues was addressed but none resolved.

Desired Settlement: Bigcommerce should disclose not part, but ALL information pertaining to their packages so consumers will know upfront exactly what they are paying for, not after they have paid, then later have problems requesting cancellation and refunds. If they advertise 24/7 support with their paid packages, they need to insure they have available knowledgeable employees 24/7 to respond and assure issues are resolved and not ignored. Why pay for something you don't get? If they offer pages for self help instructions, make sure it's complete and understandable to avoid the need of non-responsive support.

Business Response: I'm afraid I don't really understand the customer's point about bandwidth and storage.  They were not given any account restrictions around these items, nor were they ever charged any kind of overages.  There is also no mention of any advertised "speed" on our pricing page: https://www.bigcommerce.com/pricing nor on our hosting page: https://www.bigcommerce.com/features/hosting/  I'm not quite sure what they are referring to in that regard, but we offer what we state we offer and that is some of the best in industry speeds and uptime.  They signed up for a full 15 day trial on 10/28, and chose to agree to our terms and upgrade to a Standard package on 11/13.  There was absolutely no indication of wanting to cancel prior to that date, and the customer actively agreed to Terms of Service, entered a credit card number, and upgraded on that day.  If she was unhappy with the service, she did not have to do any of those things (we don't have her credit card number until she upgrades; this was entered manually by the customer on 11/13).

The customer cancelled and asked for a refund the following day on 11/14.  Though it can take time to process, the account is in fact cancelled.  We have honored the cancellation, but our TOS clearly state that we do not offer refunds, regardless of how much use you use the service (https://www.bigcommerce.com/terms ). See sections 7.1, 7.4, etc.  The service is active until what would have been the following bill date (12/13) at which point it will completely terminate.  The customer can put it down for maintenance, or we can suspend it for her upon request if she doesn't want anything active.  I see no such requests at this time.


With regards to 24/7 support, we do offer such support, and while we do not guarantee replies with any specific timeframe on web cases, we have responded to 99% of our web cases within 24hrs for more than the last month.  The described 404 error was indeed something for the customer and GoDaddy to solve because we cannot fix her registrar records; that is GoDaddy.  We have absolutely no way of pointing somebody's DNS "without their knowledge," such a thing is impossible because we have no idea what your domain name is unless you provide it.  This was customer error.  Regardless, it is still not something that warrants a refund, as per the Terms of Service that the customer acknowledged.

The customer has contacted us with 12 cases total, 6 of which were on the 14th and 15th and all pertaining to her cancellation, which have become increasingly aggressive and abusive to staff (i.e. calling agents liars).  Her initial query (the cancellation) was addressed, so I see no need for our agents to engage with somebody verbally abusing them, particularly somebody that is no longer our customer.  The matter is closed.  All of the other support cases (6) were handled correctly and within very reasonable time frames.  Her first complaint about not having "24 hr" support came 2 hours after her very first ticket.  Again, a 2 hour turnaround not something we advertise and our live channels (phone and chat) remain active.

In short, this customer has no legitimate complaint about the service.  She does not want to continue with it, which we have accomodated, but there is absolutely no cause for a refund or complaint.  She upgraded of her own free will and acknowledged that she understood the Terms of Service that state no refunds.  This is the exact reason we offer a free trial.

Consumer Response: Complaint: ********

I am rejecting this response because:  WOW, I can't believe they are saying I called any of their staff a liar.  That is absolutely false!!!!  If I did such thing and their phone calls are recorded, I ask that they provide such recording.  First of all, my FREE trial period was for 15 days, 10/30/15 - 11/14/25.  I paid on 11/13/15. . depending on their support team to resolve my issues.   I should have not been charged until after my free trial.  Attached are all communication between bigcommerce and myself.  If they refuse to refund my money, my next step is Smalls Claims Court.

Regards,

***** ******

10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BigCommerce is a subscription based template driven ecommerce hosting solution that advertises itself as a robust easy to use website solution for small businesses. They advertise and sell templates provided by third party vendors and provide their own WYSIWYG editor for their clients to easily make changes and add content to their websites. For the past three months we have been paying for the Enterprise level package at over $500 a month. We had hoped to launch the website within a month but have been faced with nothing but challenges. The template that we purchased, like many of the templates BigCommerce sells are not fully compatible with their platform and are filled with bugs. We have submitted numerous help tickets over the past three months seeking to remedy these challenges and some things have been fixed and then undone and then fixed again. We feel that the products and functionality that were presented during the sales process were not presented correctly. Everything was possible and easy during the sales process, but now that we are dealing with the actual store setup we are encountering numerous "known issues". A known issue in BigCommerce speak is something that doesn't work as advertised and that they are apparently working on fixing....these known issues are not mentioned during the sales process. We have been advised to HIRE a developer that we can pay to fix the problems that BigCommerce has not fixed with their platform. We have hired a developer to make minor changes to the site, but we refuse to to pay our own developer to program additional fixes and workarounds that are "known issues" of the platform. That is not our financial responsibility nor is it what they are advertising. This process has delayed the launch of our store and as our store has not launched, we have not been able to take advantage of all of the features that the Enterprise plan we have paid every month for. I have requested a 1 MONTH credit from our Sales Associate and the Sales Manager and have been told NO. I have never encountered such terrible service and lack of accountability from a company and their associates. We feel that we have already invested way too much time and money into the site over the last three months and at this point we are being asked to spend more and we still don't have a functioning website. Furthermore, as part of signing up for the ENTERPRISE plan BigCommerce included data migration from our existing platform. This process was pathetic. There were numerous challenges with product images and descriptions missing. Our client database was incorrectly transferred over. Names and contact information were mismatched and now have to be entirely deleted and imported again. This is not what we have been paying for.

Desired Settlement: We have been very reasonable in requesting a credit of 1 MONTH Enterprise subscription out of the 3 that we have paid for.

Business Response: We're certainly sorry to hear that this particular client faced frustrations in getting their store launched.  Unfortunately, we have to disagree with the client's assessment of the situation, with several reasons listed below.

1) The problems described are not platform issues, they are theme issues.  We do offer many themes, both free and paid, including those made by Bigcommerce.  However, the client is using (as they noted) a third party theme that clearly states it is created and supported by that third party: http://i.imgur.com/Wlffdvd.png  We even offered to go beyond what our Terms of Service states we need to and offered a refund on that theme should the client choose to purchase a new one, however they chose not to (case ********)

2) We offer shopping cart software and hosting as our services, not design.  We did try to help where we could with design changes, but over 1/3 of the entire history of this client's requests are design requests.  This no doubt led to some of the delays and frustration with launching, but these are not product or service defects.  The client could have used any of over 100 themes (free and paid), or hired a designer.  We do not state anywhere, nor do we claim to be, professional designers, and the client was referred to professionals/partners on multiple occasions.

3) The data migration was approved as complete and successful by the client, so we're not aware of any concerns with it beyond initial feedback that was addressed in the migration process.  It was provided at no charge as a value-added service to Enterprise and completed in July.

4) Even if any of the above issues were the responsibility of the platform instead of the theme, they still do not meet the criteria for free services.  Our terms of service (https://www.bigcommerce.com/terms) clearly state any liability restictions.  Section 7.1 states "All payments are NON-REFUNDABLE."  Section 7.4 states "Fees for prepaid Services are based on Services purchased, regardless of actual usage and payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE DOES NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL DAYS, MONTHS OR YEARS AND DOES NOT PROVIDE REFUNDS TO CUSTOMERS WHO DO NOT USE THEIR ACCOUNTS OR LOG IN." Section 11.2 begins specifically, "CUSTOMER SPECIFICALLY ACKNOWLEDGES AND AGREES THAT ITS USE OF THIS WEBSITE AND THE SERVICES FOUND AT THIS WEBSITE WILL BE AT ITS OWN RISK AND THAT THIS WEBSITE AND THE SERVICES FOUND AT THIS WEBSITE ARE PROVIDED "AS IS", "AS AVAILABLE" AND "WITH ALL FAULTS"."  Additionally, section 12.2 goes into greater detail with regard to themes as well, "Except as otherwise expressly provided at checkout when licensing a Design Theme, refunds will not be issued to Customers for Design Themes once they are installed on the Customer's store."

In short, there is nothing stated suggests anything prevented the client from using their site or launching their store. They had a free trial and chose to upgrade.  They had free themes and chose to pay for one.  They were offered an option to switch themes and refused.  We provided the software, hosting, and support that we offered.  These issues stem from services we simply don't provide or claim to provide.  It's unfortunate, but these are not platform issues, they were business decisions made by the client.

Consumer Response:

Complaint: ********

I am rejecting this response because:

This is simply bad business on your part as a company.  I have submitted several cases that have not been resolved regarding the WYSIWYG editor on the blog and content pages.  Your editor does not work within the current requirements of HTML coding for responsive websites and you are advertising everything as fully RESPONSIVE.  Your own editors are not compliant with current responsive code requirements.  This is FALSE advertising and has caused countless hours of work and setbacks through this whole process. Please refer to case #*********  I am currently on the phone with one your tech agents who is attempting to help me with this and he fully acknowledges that your WYSIWYG editors do not work properly but if we just wait until the new year, things will go more smoothly.  If all of your tech agents can acknowledge the issues, why am I having such a hard time getting these issues resolved?  This is bad business on your part.

Regards,

***** ****

Business Response: I will once again state that this is not our theme, it is a theme built and supported by a third party (as acknowledged by the client).  The WYSIWYG editor works as intended, but if you are adding non-responsive items into a responsive theme, you need to make sure CSS and other code elements are adjusted accordingly.  In essence, the client is adding non-responsive code and wanting it to become responsive, but we do not claim whatsoever that a WYSIWYG editor has such capabilities.  Not all themes are responsive (nor are they advertised as such) so the system cannot automatically assume what the client added is responsive and write code automatically.  These are items added by the client and handled by that particular theme however that theme developer has seen fit.  These items added by the client need to be managed by the client.  If the client cannot handle this themselves, we advise using a third party designer or reaching out to the designer of that theme.  

We have offered to pair the client with recommended partners, we have referred them to the designer of the theme, and we have even offered to go outside of our terms of service to refund the theme and/or provide a replacement.  The client has refused all reasonable efforts to assist outside of us designing his site for him.  We are not a design service, we are a software provider.  We simply do not have the appropriately trained/certified staff and resources to redesign a theme for this client just because they do not want to work with their theme provider.  Again, it clearly states upon purchase that this theme is designed and supported by TemplateMela: ******************************   

The client agreed to our terms of service (https://www.bigcommerce.com/terms) at sign up, and has continued to agree with them in his continued usage of the software, and those terms are very clear about both remuneration and third party services.  The client is welcome to continue to utilize the software with one of the several options above (partner / theme provider / new theme) or we will be happy to cancel their service if they wish to discontinue its use.  We will be happy to help accomodate any of these scenarios, but we cannot go against our TOS to provide refunds, particularly for issues that are not ours, and we certainly cannot provide design services we're not equipped to handle.

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Migrated to BigCommerce from Prostores when they closed. Bought the best package. I was supposed to have better SEO rankings, and all data migrated from one location to the other. I enjoyed page one SEO rankings pior to this move. During the migration, my data was corrupted, so I had no forwarding 301 links. My SEO ranking for reasons yet unknown have fallen to near zero. Many Many calls to support, still unsolved. They were as helpful as could be, but no result, beyond their capabilities. Was escalated to **** *****, who promised no billing and full support of the SEO & Engineering team to resolve this issue. Provided all pertinent passwords etc. for Google Webmaster tools, etc. Nothing beyond the promise. Now will not even answer emails. Nearly destroyed my business. Had to layoff employee. Have been very patient, just wanted help.

Desired Settlement: Reverse Billing, resolve issues, restore SEO Rankings.

Business Response: While the impact to this client's business is unfortunate,  we do not have any reason to believe it is related to his migration or services rendered afterwards.  The following reasons outline why we believe this complaint and demand for compensation is unwarranted:

1) On 1/27/2015, client responded to his post-survey migration and stated that his 301 redirects were correct: ******************************
2) On 1/28/2015, client reaches out stating that hey has corrupted his images (****************************** ).  The images are re-migrated free of charge.  There was no mention of any issues with 301 redirects.
3) Between 1/28/2015 and 3/4/2015 the client had 18 support cases without mention of his 301 redirects.
4) Client contacts on 3/4/2015 and 3/6/2015 complaining of 404 errors caused by his 301 redirects.  Here, he claims that the migration had improper 301s.  However, this is over two months later, and long after Pro Stores has been shut down (it was shut down on 2/1/2015), and therefore would be impossible to re-migrate either way.  Responding to case #********, client states he removed all 301 redirects and changed them himself, resulting in sitewide 404 errors: ******************************.  Client was asked to provide a file including the errors so support could provide further assistance, but the case never gets a response and is closed on 3/18/2015.
5) Client doesn't create another case or respond to previous case until 3/22/2015 when he contacts requesting a manager callback.  The client speaks with multiple supervisors, placing the blame on his Bigcommerce migration, despite having approved it previously and never raised it as an issue prior.  We have no evidence to that effect and no ability to re-migrate at this point in time.  
6) On 3/30/2015, in an effort to make sure the client feels supported, client is provided a $300 SEO audit free of charge.
7) Additionally, on 3/31/2015, client is provided a $450 credit (3 months).
8) On 4/2/2015, following the SEO audit, the client spoke to **** ***** who consulted regarding the results.    This consultation was again provided free of charge.  Client tells **** that he is doing work on rebuilding his product pages.
9) On 4/21/2015, **** reaches out asking about the progress on product pages; receives no response.
10) On 4/27/2015, **** again reaches out asking for an update; receives no response.  Case is closed.
11) Client contacts support 3 more times in May and June, never mentioning any of the above.  No further contact is received on the matter.
12) Our terms of service(https://www.bigcommerce.com/terms) section 7.4, agreed to by the client, clearly state all services are non-refundable.  "Fees for prepaid Services are based on Services purchased, regardless of actual usage and payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE DOES NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL DAYS, MONTHS OR YEARS AND DOES NOT PROVIDE REFUNDS TO CUSTOMERS WHO DO NOT USE THEIR ACCOUNTS OR LOG IN."

It is likely true emails to **** have not gotten response, as we work through cases (not personal email) and **** is no longer working as an SEO specialist.  While there has still never been any information provided that indicates the client's search engine ranking has been adversely affected by Bigcommerce (and in fact multiple instances of the client stating he created his own issues), we have still gone above and beyond in trying to help the client rectify any perceived issues and feel fully supported by our team.  Additionally, despite no requirement to provide remuneration based on our Terms of Services, Bigcommerce even provided an exceptionally large compensation package.  It is our belief that we have done everything possible, and then some, to satisfy any obligations.  It should also be noted that the client has never cancelled his services with Bigcommerce, and still manages this site (as well as two others) with us.

Consumer Response: Complaint: ********

I am rejecting this response because:

I will try to address your responses one by one.


1) On 1/27/2015, client responded to his post-survey
migration and stated that his 301 redirects were correct:
******************************

  Had no idea I had
these problems at this point. I looked at them, and they looked correct, but
did not notice the commas.

 

2) On 1/28/2015, client reaches out stating that hey has corrupted
his images ******************************* ). 
The images are re-migrated free of charge.  There was no mention of any issues with 301
redirects.

  I was not aware of
any SEO problem at this point, the site was not, or had just gone “live”
(domain transfer) However, this confirms there was corruption in the migration.
Not sure where you find that this was something I did. That is not how I
remember it. I have an email confirming that you had re-run the migration to
correct the missing images.

 

3) Between 1/28/2015 and 3/4/2015 the client had 18 support
cases without mention of his 301 redirects.

-              See
Attachment “Point 2-1” Email Dated 2/11 to **** ****** detailing issues that I
had been attempting to resolve.

-              See
Attachment “BBB Point 2-2” Email Dated 2/5 sent due to fact support could not
resolve issue.

-             

4) Client contacts on 3/4/2015 and 3/6/2015 complaining of
404 errors caused by his 301 redirects. 
Here, he claims that the migration had improper 301s.  However, this is over two months later, and
long after Pro Stores has been shut down (it was shut down on 2/1/2015), and
therefore would be impossible to re-migrate either way.  Responding to case #********, client states
he removed all 301 redirects and changed them himself, resulting in sitewide
*** ******* ******************************* 


Actually this says that

1)            There
were malformed addresses on the 302 redirects causing 404’s

2)            Shows an
example of the addresses with the commas in them.

3)            That I
had to remove them manually (as I remember 7000+)

4)            That I
uploaded a file I built

5)            Everything
is fine (the redirects uploaded work)

6)            But they
are showing up in Webmaster tools (causing 404 errors as shown in the
screenshots)

7)            I
provided screenshots of that.

8)            This is
the problem I still have today.

 

Client was asked to provide a file including the errors so
support could provide further assistance, but the case never gets a response
and is closed on 3/18/2015.

 

File was attached to the email you are referencing, with
screenshots. See attached “BBB Point 4”

 

5) Client doesn't create another case or respond to previous
case until 3/22/2015 when he contacts requesting a manager callback.  The client speaks with multiple supervisors,
placing the blame on his Bigcommerce migration, despite having approved it
previously and never raised it as an issue prior.  We have no evidence to that effect and no
ability to re-migrate at this point in time. 


 

   I think the prior
responses address this.

 

6) On 3/30/2015, in an effort to make sure the client feels
supported, client is provided a $300 SEO audit free of charge.

 

   I have Never had
any results from any results of any audit with any recommendations or help.

 

7) Additionally, on 3/31/2015, client is provided a $450 credit
(3 months).

 

    **** *****, having
seen the problem and its impact committed a 1000.00 initial credit and no
charges until problems were resolved. This was verbal, over the phone. “You
have been more patient and kinder than I would ever be given what I see”  That is a quote. I am an easy going guy. Have
never been unruly or unreasonable. Just asked for help.

 

8) On 4/2/2015, following the SEO audit, the client spoke to
**** ***** who consulted regarding the results.    This consultation was again provided free
of charge.  Client tells **** that he is
doing work on rebuilding his product pages.

 

   I spoke to him,
because I called him to let him know I was optimizing the product page
descriptions, for all of my items 5000 +/-, and wanted to see if he had any
input before initiating this huge process. Trying to do anything I can to
improve the recovery time once problems are fixed.  There were no results discussed whatsoever.

 

9) On 4/21/2015, **** reaches out asking about the progress
on product pages; receives no response.

 

    Responded on

10) On 4/27/2015, **** again reaches out asking for an
update; receives no response.  Case is
closed.

 

        ??? This email
is a support phone call one minute survey, as a result of the call on
4/21.  See attached “Point 10”

 

Also follow email thread “**** *****” 4/28

 

11) Client contacts support 3 more times in May and June,
never mentioning any of the above.  No
further contact is received on the matter.


               June
3rd Email From me to **** *****:

 

         “Does anybody
have any direction?  Can I please get
some help of some kind? See attached email “Point 11”

 

            June 5th
email from me to **** *****:

 

  I just need help. I
have had ZERO. Nothing has happened. Period. No calls, no emails, no changes
except for the worse.

This started with me asking for your process server, due to
the data being corrupted in the migration, me begging for help as my business
went away, and getting no help.

The promise was full use of the seo team to help figure out
"what happened" because we were unable to achieve through support
(although they were great and tried hard)

To refresh you....  
my data was corrupted in the migration. In specific, the 301 redirects
had commas in the urls, so they were invalid and did not work. No one could
help. My sites urls were also changed from www. to no www. so all advertising,
inbound links, etc. were gone. In addition google basically trashed my SEO to
nothing, I think, due to the above plus a bunch of 404 errors I see in
Webmaster tools.

 

I went from 80% page one exposure across 6000 items with
over 10k pages being indexed. to 2000 pages indexed and falling with 1500 404
errors. So far support could not help me figure out where they are coming from
or why my rankings have tanked.

I had employees and income. I now have a job and no
employees.

All I have ever wanted was help. I have been patient. I have
been respectful. I have gotten the best your support had to offer, but the
problems are beyond their abilities.

I asked for help from your SEO team. The answer was no,
without paying $200.00/hr which of course was not available to me given the
total crash of sales & income.

At this point, I asked support for your process server
address for a small claims case so I could pay for help as I could no get any
from Big Commerce. (last resort, I have no desire for this I just want help)
The support person gave you my information, and you contacted me.

I have done what I can. Untold hours trying to unwind what
happened. I finally gave up on seo, and have went multi channel. This has a lot
more headaches and fees. It has brought income to the table. I have optimized
my adwords and shopping campaigns. That has helped, with a cost as well. While
I understand that there would be some affect on SEO from the migration, this
was not expected, and at least with my abilities, and supports best efforts, I
am unable to fix what was broken.

Please help!!!

 

 

 

No Response. June 13th email:

 

Mr. *****,

 

 

   I have been
patient. I am done being patient. I really think your company has mistaken my
kindness and patience for weakness. I assure you, this is not the case.

 

If I do not have the help promised from your SEO &
Engineering teams in the next 5 business days I will pursue any and every
remedy available to me. 

 

I will sue your Company 
in ****** County small claims court, and pursue online remedies with the
BBB and anyone who will listen.

 

This is the last thing I want to do, but it has been months,
with very little to no action at all, and no results.

 

 

 

 

 

 

 

12) Our terms of service(https://www.bigcommerce.com/terms)
section 7.4, agreed to by the client, clearly state all services are
non-refundable.  "Fees for prepaid
Services are based on Services purchased, regardless of actual usage and
payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE DOES NOT
PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL DAYS, MONTHS OR YEARS AND DOES NOT
PROVIDE REFUNDS TO CUSTOMERS WHO DO NOT USE THEIR ACCOUNTS OR LOG IN."

 

It is likely true emails to **** have not gotten response,
as we work through cases (not personal email) and **** is no longer working as
an SEO specialist.  While there has still
never been any information provided that indicates the client's search engine
ranking has been adversely affected by Bigcommerce (and in fact multiple
instances of the client stating he created his own issues), we have still gone
above and beyond in trying to help the client rectify any perceived issues and feel
fully supported by our team. 
Additionally, despite no requirement to provide remuneration based on
our Terms of Services, Bigcommerce even provided an exceptionally large
compensation package.  It is our belief
that we have done everything possible, and then some, to satisfy any
obligations.  It should also be noted
that the client has never cancelled his services with Bigcommerce, and still
manages this site (as well as two others) with us.

 

 

 

I have never said I do not like the Bigcommerce product, because
I do. I have no desire to leave,  unless
the structural issues beyond my understanding and possibly control cannot be
corrected.

 

I believe the above clearly demonstrated patience and
response. I have honestly never had one, not one, recommendation, fix, or
identification of the problem. I was sent to **** *****, because it was beyond
your support teams ability to resolve the issue. They are great. This was
unique to them. It may not be listed, but there were many discussions with many
team members on nearly every support call I made early on. The primary call may
have been say categories not displaying properly, but I would ask them if they
had any ideas on it. Since there was an open ticket already and I let them know
it was being worked on, they may not have listed it.  I also hired outside SEO Experts who could
not help as they could not find the URL’S with the commas either. Cannot figure
out where they are being reported from.

 

I have dropped the issue for some time as it was clear I
wasn’t getting anywhere, and went to multi channel, and adding more product for
a source to replace the income.

 

Read the emails I have attached carefully. There has been a
huge price in time and lost revenue. I really believed **** and was happy when
he was assigned to this. I have never wanted anything more than help.

 

If you are not going to help, then please just say that. I
have to start looking for a new provider for my sites. Truly is not what I want
to do. I have put a lot of time in here, but I will do what is necessary.



Regards,

*** *****

Business Response: While this remains an unfortunate situation for our client, it is still not something for which Bigcommerce is responsible, nor something we can resolve based on the client's request.

The client signed off on the statement of work and acknowledged no 301 redirect issues.  It's unfortunate he did not see them, but that was his responsibility before signing off.  He also agreed to our Terms of Service when signing up.

It is important to note that there is still absolutely nothing to suggest that this was even the cause of any SEO dip.  Looking at a web archive, the site was getting 302 redirects (which are harmful to SEO) prior to ever moving to Bigcommerce (see homepage error from December 2014: ****************************** ).

There could be any number of other factors contributing as well.  For example, switching platforms/servers tends to come with a dip in ranking initially.  The heavily customized theme they are using has heavy image and custom javascript being loaded on the client's site that slow it down (which can hinder rank), the client doesn't use a private SSL, they have little to no fresh content (i.e. only 3 blog posts all year).  The client mentions having over 10,000 pages indexed previously, but currently has less than 8,000 pages; removing over 2,000 page could have drastic impact on SEO.  These are all things that contribute to ranking; there is no singular issue that can be blamed, and they come down to business decisions, not software issues.

Additionally, Google has had 4 algorithm updates since the migration - one in February, one in April, one in May, and one in July (**************************************e ).  One or all of them could have caused penalization or change in rank that is completely out of the control of Bigcommerce.

The client has stated the desired resolution is "Reverse Billing, resolve issues, restore SEO Rankings."

 - We have already given an extremely generous credit and several free of charge services, despite no obligation to do so (as previously detailed) per our Terms of Service or Statement of Work.
 - There are infinitely too many variables to make "restoring" a possible resolution (not just for Bigcommerce, but for anybody).  Once again, we don't know with any degree of certainty what caused their dip.  We cannot manage their content, their advertising, their business practices, their competitive landscape, etc.  They could make a few content changes tomorrow and have better ranking than ever, or make all the good changes for a year and see no results - there are just too many variables to know and there are no guarantees with SEO.
- "Resolve issues" can certainly be done, assuming the issues in question are creating 301 redirect (which seems to be what most of the dialogue has been around).  We have self-help instructions on how to create 301s (************************************************************* ).  We have 24x7 phone, chat, and email support that can help if the client has questions.  

We have been extremely accommodating, but we are not a professional SEO service and we cannot manage an individual client's business.  Information on addressing 301 redirects is readily available and has not been used.  The only resolution that the client has been interested in is free services or remuneration, and that's not something we can provide any more than we already have.

Consumer Response: Complaint: ********

I am rejecting this response because:

Well I thank you for a definitive answer. That is a first. One thing I have never heard, are any results or recommendations of any kind in your responses. I can now plan how to resolve my issues knowing that there will be no assistance. Support channels were exhausted. That is why I was referred me to **** *****. From that time forward, I never had one solution or suggestion offered, and was never told we can't do anything for you. I was left hanging for months.

To suggest that the commas inserted in the URLS are anything but a migration data issue, well, I am not even going to address that.

To suggest that the immediate 404 errors in Webmaster tools is a coincidence, I am not addressing that either.

To suggest that because I signed off on something before problems were identified means they never happened, and deserve no assistance....  I'll leave that one alone as well. 

To suggest that all I have ever wanted is money is laughable. Read the emails.

"At this point, I asked support for your process server
address for a small claims case so I could pay for help as I could no get any
from Big Commerce. (last resort, I have no desire for this I just want help)
The support person gave you my information, and you contacted me."

Anyway. I can deal with the facts. Thank you for letting me know. That has been a long time coming.





Regards,

*** *****

7/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I place an order at bigcommerce.com and found I bought the wrong product. I want to buy their payment gateway but after I paid for it I found bigcommerce.com doesn't provide me the payment gateway service. So I request for a full refund. Then i get no response. Again I request for a full refund and again get no response. I think they are delaying the time and aren't willing to place the refund.. Please help. Invoice # Invoice Date Due Date Total Status Action 1947753 07/08/2015 07/08/2015 $29.95 USD Paid Download PDF

Desired Settlement: A full refund.

Business Response: I believe this complaint is quite premature.  We received one contact to our cancellations queue on 7/9 which was responded to within 4 hours.  The client was granted a refund, which is pending now, so there is nothing outstanding that should warrant a complaint.

Business Response: The purchase was refunded via case #********, with the refund being started for processing on the 13th, and completing as of the 16th: ******************************

Consumer Response: 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,

**** *******

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: big ecommerce provide we stores and its also their responsibility to check if someone selling Counterfeit Products. I bought Hitachi Magic Wand but when i received it was Counterfeit Product. Store name is ****************************** When i complaint to the store they did not email me back and then i complaint to the hosting big ecommerce they even did not take any action. If anyone doing anything illegal and someone helping them continue doing that that mean they both involved in that illegal activity. Even i check with hitachi they told me this store does not buy from them. Whenever you shop anything from the web store and its by big commerce please beware, while i was tal**** to their sales person ****** **** he told me they had this complaint before but this store is still live. Please always double check buying anything from these people.

Desired Settlement: These kind of companies should be closed and i am still wor**** on that.

Business Response: Bigcommerce is a Software provider, and we do not sell products directly to the consumer.  Unfortunately, there can be instances of people trying to use that software in inappropriate ways (such as selling counterfeit products), and such behavior is strictly prohibited by our terms of service ********************************** *.  You can certainly lodge complaints about any store by emailing our legal team at *********************, but we do not manage that business or its products, we are a software company.  The relationship is similar to going to a neighborhood brick and mortar store - the product is the responsibility of that store, not the person that owns the building and leases space to that store.  If you received something counterfit I would advise lodging a complaint with the proper authorities and as**** for a chargeback from your credit card company.

Consumer Response: Complaint: ********

I am rejecting this response because: I have already talk to your legal team and they did not do anything. I have even provide them proof that they never bought item from the brand company and they are selling the item they never bought from the brand. You guys are providing them space to open business and then do not care what they do. Credit card charge back is not just the option you should stop these people to stop selling knock off items. You guy are helping them to sell knock off items.

Regards,

**** *

4/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I launched my account with Bigcommerce, I was guided through a set up process that allowed me to select shipping methods through options offered by Bigcommerce. However, two months after launch I had not received a single sale and it was not until a customer brought to my attention that her address was not being accepted by their systems that I even was aware of the issue. I contacted customer support and was informed that my shipping settings were incorrect. I never got any sort of error message that would indicate that any attempted orders would be rejected. Bigcommerce made no attempt to alert me to any of the missed sales nor was there any indication of any issue when I reviewed my Shipping Manager settings on the Bigcommerce platform. After talking to customer support and billing, I was told that Endicia, the shipping provider, was at fault and therefore my issue was considered a third party error. I do not accept this because Endicia is an official partner of Bigcommerce and advertised as a partner in a capacity not demonstrated with other shipping providers, therefore the platform through which I hosted the service is at fault, in this case, Bigcommerce. In the end, I was offered only a single month of service credit from Bigcommerce as a courtesy. Bigcommerce refused to accept responsibility for the error and caused me to lose two months' worth of sales, as evidenced by my store logs containing three pages of attempted transactions.

Desired Settlement: A total of $240.79 should be refunded to my account. That is three months' membership for a total of four in addition to what customer support was able to offer me as well as $24.95, the cost of the order I comped the customer that brought the original issue to my attention.

Business Response: While we can certainly understand that is frustrating for clients to encounter these types of issues, in this particular instance our product and service behaved exactly as intended.  Unfortunately, this was a case of incomplete setup by the user.  There are several considerations:

1) Upon creating or editing any product that has no dimensions listed, you will always be warned to add dimensions because they are needed with real-time shipping providers: http://i.imgur.com/n8IdLJN.png  So our clients are, in fact, proactively warned of potential negative impact should they leave dimensions absent.  Trying to get a quote without dimensions from within the shipping manager will also provide a "required" notification: ******************************

2) As you noted, should there be an issue, it is provided for you in your store logs.  In this instance, there was one such failure, from February 17th, and it listed lack of dimensions as the specific issue: ******************************  So once again, the necessary information is provided for you to make the proper decisions for your business.  Whether that decision is to add dimensions or use a shipping method that doesn't require them, we provide all the information we can for you to make such a decision.  We cannot make it on your behalf, however, or we could negatively impact your business.

3) Store setup is not an included part of our services, nor do we state it is such.  We simply have no way of ensuring that all 70,000+ clients have their stores setup exactly as they would like for their particular needs.  We do offer free 24x7 phone, chat, and email support that would happily check settings for our clients, but in this case support was never contacted with questions until 4/3/2015.  We provide and support the software, but we simply cannot manage it or your business for you.

4) Our self help specifically calls out the use of product dimensions for real-time quotes.  Moreover, we specifically mention in items like our store launch guide ******************************************************************** ) that it is recommended that you place a test order so that you can make sure the entire shipping and checkout process works as you would expect it.

5) Once support was contacted, the agent never stated that it was the fault of USPS or Endicia, but specifically that "this is the way USPS works," which is accurate.  Neither the third party nor Bigcommerce malfunctioned.  The two products were simply not setup correctly to work together in a proper fashion.


While our terms explicitly state that the service is provided on an "as-is" basis, we provided a measure of goodwill in offering a month of credit for the service already. Therefore, we do not believe this complaint is warranted.

3/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We upgraded to the latest version of Interspire's Email Marketer back in August of 2014 for $374.50 which was to include support. Since then we have had continual problems with the product and terrible support from their tech team. I have months of emails showing correspondence going back and forth from my tech guy and their seemingly automated tech support (canned email responses that seem to not actually read what we sent them previously describing the issues we were having). They have never been able to resolve the issues. I have not been able to regularly send full email campaigns for 6 months! This has cost our non profit thousands of dollars in lost support, event attendance, and sales. I only kept going thinking in faith they would actually fix the problems and provide support as according to their website they state they have integrity. The issues remain unresolved and emails cannot be sent through their product. I finally called a few weeks ago explaining the situation to the salesman (*****, I believe, who told me there was no one higher up than him that I could speak to regarding the situation). He implied they could still fix the problem and I explained I do not have another 6 months to wait for it to be solved(they've had plenty of time to figure it out already). I need to be able to communicate with my customers. He refused a refund, stating their 60 day policy and that I had received the product and the support. I contested that it was not the case- I have not received true support (they can't fix any of the problems!) and I did not receive a product that worked. It is defective, did not give us our moneys worth and actually cost us money (not just the fee we gave them but all the lost revenue).

Desired Settlement: Even though they have cost us much more lost revenue than the original fee, all I was requesting was that they do the right thing and refund the $374.50 that we paid as we did not receive the services as promised and the program does not work properly.

Business Response: Hello,
We believe the client should not be refunded and have presented our history and case below.  Anywhere that it says "I" refers to the account manager who worked this account.


Client
**************************

Original purchase date: 18 Nov 2008
Support renewal date:      06 Aug 2014

The original 2008 purchase was from one of our resellers, Capstone Services, Inc.  They managed the software, support, etc for http://www.scsemailer.com/

July 2014 the reseller authorized transferring the license from their account to the clients account so they could renew support and take over control of the license directly with us instead of the reseller.



Reasons Why
Support renewal ($374.50) includes access to technical support and access to the latest version of the software. Prior to paying $374.50 the client was running a 2008 version of the software.  Currently the client is running version 6.1.5 that was released Sept 2014.  There is no option to undo this upgrade.Support was provided (see below). The main issue was confirmed to be with their web server / SMTP provider not with Email Marketer.Support renewals work similar to a Bigcommerce service.  Once they purchase and install the software there is no way to revert. This client just upgrade their software with 6-years of features/bug fixes/security patches.  They also received 5-months of support from both the support team and myself resolving their issues.


The client renewed their support on 06 Aug 2014 and submitted the following tickets:

Ticket #1 *************
Aug 6th (Client) - Problem Summary - Bounces not processing; formatting issues Aug 6th
Aug 7th (Interspire) - Advising the client they are running an out of date version and they need to install the latest version before we can troubleshoot the issue
Aug 29th (Client) - Client cc'd their developer on the ticket to work on the upgrade
Aug 30th (Interspire) - Put the ticket in waiting for customer while waiting for the software to be updated by the client
Aug 30th (Client) - Out of office reply
Sep 23rd (Client) - Software upgrade is complete and ready for Interspire to troubleshoot the issue
Sep 23rd (Interspire) - We request login and FTP details to access the software because the provided details do not work.
Oct 13th (Client) - Client replies asking what details we are trying to use
Oct 14th (Interspire) - Replied with the login credentials we are trying to use
Oct 14th (Client) - provided us the correct login details
Oct 14th (Interspire) - provided a resolution to the issue they were having

Ticket Resolution:  Any delays with this support request came from the client.  Interspire support reps replied in a clear and timely manner.


Ticket #2 *************
Dec 16th (Client) - Problem Summary - Database Backup & Restore / Server migration help
Dec 16th (Interspire) - Advised we do not provide assistance for server migration or database backup
Dec 23rd (Client) - We resolved this problem.

Ticket Resolution:  This support request was answered timely and correctly.



Ticket #3 ************* (This is the main complaint)
Dec 23rd (Client) - Problem Summary - Internal Server Error during mailing
Dec 24th (Interspire) - Advised client to enable "Error Log Viewer" from the Settings > Addon Settings so we can narrow down the cause.
Dec 29th - (Client) - Enabled the error log and requests that ticket replies go to her tech support also.  (We typically only communicate with the owner of the license for security reasons).
Dec 30th - (Client) - Tried to do another email blast and received the same error messages
Jan 3rd - (Interspire) - Advised that the client was using the 'default server mail program' for sending.  (For the majority of our clients this option works fine.  Some web hosts configurations timeout and require the clients to use an actual SMTP instead of the default.)
Jan 10th - (Client) - Asked for more clarification on the reply sent on Jan 3rd.  Client is non-technical and had trouble with some of the verbiage.
Jan 12th - (Interspire) - Support explained how the default mail sending worked and tips on what might cause it to fail
Jan 14th - (Client) - Followed some of the tips to help prevent the error but started to receive a database error 
Jan 15th - (Interspire) - Explain that the database error is caused by an issue on their web host and they would need to contact their provider.

*** This is where I became involved - Typically if a ticket is taking longer than expected clients will call in to discuss and I mediate between them and the support team to try and resolve any communication gaps ***

Jan 16th - (Interspire-*****) The client's tech guy called in to discuss the ticket and this reply to explaining the items we were going to test.  We required 2 pieces of information to proceed (SMTP & FTP details).
Jan 16th - (Client) - Provide us the credentials to help verify the issue is with their web host.
Jan 16th - (Interspire-*****) Advised the client that their web server port was OPEN and sending out correctly.  Their SMTP account was providing an error message "Mail server not accepting our connections:".  We tested a different SMTP account and the software worked correctly.  Advised the issue is tied to their SMTP account not the Email Marketer software and they would need to contact their SMTP provider for more details.
Jan 16th - (Client) Advised they were going to investigate the SMTP issue and asked about increasing the memory limit to help prevent timeouts.
Jan 19th - (Interspire) Advised how/where the client could increase the memory limit.

Ticket Resolution:  That was the last communication for this ticket.  Based on my involvement with the ticket and the communication to the client the issue was confirmed to not be an Email Marketer issue, but an issue with the SMTP account they were trying to use.


Ticket #* * *************
On Feb 2nd the client called in to request a refund.  I explained again that the issue was not caused by Email Marketer but by the SMTP account they were attempting to use.  I advised that a refund was not possible for support renewals because 1) They have already installed the latest version of the software  2) They were already provided support

Consumer Response: Complaint: ********

I am rejecting this response because:

There were two major issues that we had with the support experience:

1.      
The support was NOT timely.  Even though the responses to emails frequently happened with a day, they were not
immediate.  They were typically 8-12 hours later.  With an application like Email Marketer that has a high level of complexity (web server interaction, client browser integration, email server integration, etc.) it is cumbersome to try to achieve support through email.  Working with a technician through a Join.me session would have likely led to a quick resolution.

2.      
The technician continues to point to the SMTP server as the culprit.  They fail to acknowledge that THIS problem DID NOT EXIST BEFORE THE VERSION UPGRADE and migration to a new host at the same hosting provider.  We’ve always been able to use the local SMTP server.  Something broke and they did not do a satisfactory job of helping us narrow down the cause.  Instead they point to an external source, which was implemented only because they could not get the local SMTP server working.


Regards,

********* *********

Business Response: Hello,

We do not agree with the client's rejection of our initial response.  Please see our new response below:  

1) Interspire Email Marketer is not priced to provide synchronous support such as phone, chat, or join.me sessions.While Interspire's technical support department does not operate on a time-sensitive service level agreement (SLA), we do endeavour to provide all customers with a time-to-resolution as close to zero as possible. Our technical support department in Austin, Texas operates between 8:30am-5:30pm CDT (GMT-6) Monday to Friday.A general guideline for response time is shown below. All times assume the problem has been replicated locally by Interspire's technical support team first:
•Level 1 - 8 business hours
•Level 2 - 12 business hours
•Level 3 - 12 business hours
•Level 4 - 16 business hoursMore information on the Interspire Support Policy can be found here:
********************************************

2) You have listed two potential causes for the local mail (PHP mail() Function) to fail.   The first is an Email Marketer upgrade.  The second is you moved the software to a new host (same provider).Email Marketer upgrade.

The software version you were running was over 6 years old. Over the past 6 years there have been numerous bug fixes and security patches added to Email Marketer.  There have also been several changes to the PHP programming language and best practices for sending email.  Any of these factors could cause the PHP mail() function to work differently than the version you were using previously.  The optimal method for sending mail from both an efficiency and deliverability aspect is to use the SMTP option.New host (same provider)
The second potential cause is the new host (server) you moved Email Marketer to.  Different hardware, PHP version, MySQL version, server configuration, etc could also cause Email Marketer to work differently than it was previously. Troubleshooting issues with your web server configuration is outside the scope of our support. We have confirmed with our Jan 16th reply that when using a different SMTP account sending email is working correctly.  This confirms the issue is not software related but a problem with either the server configuration and/or your SMTP account.
"Jan 16th - (Interspire-*****) Advised the client that their web server port was OPEN and sending out correctly.  Their SMTP account was providing an error message "Mail server not accepting our connections:".  We tested a different SMTP account and the software worked correctly.  Advised the issue is tied to their SMTP account not the Email Marketer software and they would need to contact their SMTP provider for more details."

Consumer Response:

Complaint: ********

I am rejecting this response because:

1.       Up until this point, we have been able to tolerate Interspire’s support model.  However, we really needed to work directly with a technician to expedite resolution of this particular issue.  The ineffective back-and-forth exchanges prolonged the identification of a resolution to this problem.  Because Interspire does not make accommodation for these circumstances it has exacerbated the problem and caused us to look for an alternative package.

 

2.       We have not contested that the problem was likely with the server.  However, we do not have the skills to address the problem on our own.  Had we been able to speak with a technician we would have been able to conference in a technician from Media Temple and resolved the problem in a single call.  Using an external SMTP server was not a viable option.  Our desire was to continue to use the SMTP server built in to the host, as we have been able to do successfully for the past 6 years.

Regards,

********* *********

Business Response: Hello, 

Our pricing model and support policy have been in place since 2009.  Thousands of previous, and current clients are supported daily based on our first come-first serve email support policy. In our February 11th reply, we illustrated that all delays trying to resolve your issue were from your end. We understand that email based support is not a fit for all clients but that is the only option we offer. 

Phone support is not an option we offer with our Email Marketer software.  Our support team is an expert on Email Marketer.  We are not experts in server configurations, STMP setup, or firewalls issues.  Any issues with your web server or STMP provider would need to be resolved on your own.  This is defined in our support policy*********************************************

What is not supported?We do not provide technical support for:Configuration/installation of Apache, IIS, MySQL, Oracle, MS SQL Server, etcEnabling/disabling PHP settings on your web serverDebugging of mail servers or mail server configurations

Best regards,
*** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

- Your email only support while perhaps outlined in your policies, was not brought to our attention(this dispute is the first we were ever referred to see the policies, although maybe perhaps years ago when we first signed on, it was indicated). In fact, there appeared to be an almost deceptive attempt on your end to hide the fact we could never actually talk to a tech. This was asked for on several occasions and you skirted the issue by allowing an in house sales person to handle our tech inquiries via phone on occasion, then forward them along via email to a tech. And again, its just poor business practice to have to wait 8-12 hours for support of such a basic product and immediate need.

- We understand you do not provide SMTP server support, but again, as appears to be ignored in this correspondence, we had no issue with our SMTP until we upgraded to your newest version. 

As you continue to ignore the issues stated and you can point to your policies, the reality is as you stated in your last response, your product and support may not be right for all clients. In recognition of this, the right and honorable response would be to give us a refund since you see you do not have the right product or support for us. As a businesswoman myself, I have done this on several occasions, recognizing what I have is really not right for the client and since they are not actually using my product, why would I keep their money? Especially after this has cost us so much (6 months!) of no email marketing capabilities.

Regards,

********* *********

2/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The domain name was transferred to another web hosting company. A cancellation request email was sent to ***************************** on October 10, 2014. I began receiving calls from Bigcommerce phone number ###-###-#### that my invoice was overdue. I told her repeatedly that the service has been cancelled and to please discontinue my service. The most recent incoming call from ###-###-#### was on December 26. On January 6, 2015, a $431.40 charge was billed to my credit card for one year of web hosting. I sent a followup email to ***************************** again requesting account closure on January 6. I never received a response to either email cancellation request. The company claims they sent me over 30 emails, but I haven't received any correspondence. When I call ###-###-#### (multiple times), the contact number that is displayed on my credit card statement, it rings busy. When I called ###-###-#### on 1/7/2015 and spoke with a billing representative, I was told a refund ticket would be opened, but the representative was not hopeful it would be approved. The representative said her headset was about to die so she would email me the ticket number. I never received an email with the ticket number.

Desired Settlement: $431.40 refund

Business Response: Hello,

To resolve this client complaint, we have issued a full refund of the amount the client requested- $431.40.  He will receive it in two installments.  One for $323.55 and the other for $107.85 which totals $431.40.  

Best regards,
*** *****

Consumer Response: Complaint: 10378796

I am rejecting this response because:

As illustrated in the attached screenshot, the $323.55 refund has been received, but the $107.85 refund has not been received since the company's response on 1/20/2015. Thank you.



Regards,

***** ****

Business Response: Hello,

A full refund was granted to this client on January 20th in an effort to get this complaint resolved.  Please let me know if you need anything else.

Thanks,
***

1/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted ******************* because I was thinking about moving my website to their platform. They confirmed that my website features would be compatible with their platform. They charged me $325 for a migration. After further investigation, we found that my website features would not be compatible with their system so the migration never happened. I called to get my money back. They promised a full refund for servers never received. Months later, I checked and no refund was given. I called many times but could not get a person who would help me. I emailed many times with no response. Finally I got an email that said my case was closed. Today I checked and they issues me a partial refund, however I am owed a full refund. They are keeping about $100 for services that where never received.

Desired Settlement: I would like a full refund for services which they never gave me

Business Response: Hello,
Attached is a screen shot that proves we had already refunded this client's $325 in two payments one for $245.05 and one for $79.95.  I have also authorized that their first month of subscription service be refunded at $79.95.

Best regards
*** *****
Director of Conversion & Retention

Consumer Response: Complaint: ********

I am rejecting this response because:

They charged me $79.95 for 1 month of hosting which was never used.

They also charged me $325 for a migration that never happened.

I am due a full refund for both $79.95 and $325.00

They refunded the $79.95 for the 1 month of hosting

However, they did not refund the full $325 for the migration. They only gave me $245.00 for the migration. 


Regards,

********** *******

Business Response: Hello,

I've attached another screen shot that proves the additional $79.95 was refunded in addition to the $325.  Everything the client is asking for has been refunded.

Best regards,
***

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: December 18, 2014 To whom this may concern, On June 13, 2014, ****** ***** of Big Commerce contacted me by phone and convinced me to migrate my site from Volusion to the Bigcommerce platform. My biggest concerns with leaving volusion were the bandwidth fees and the Faceted Search option and I clearly expressed them to Mr. ***** when we spoke over the phone. He continuously assured me that the faceted search option was offered with all Bigcommerce plans at no extra charge and I took his word for it. After engaging and agreeing to transfer my site from Volusion, I learned that Bigcommerce didn’t have faceted search at all and that you were in the process of introducing it to all of your customers on August 15th, 2014. After several calls and attempts to speak with someone and resolve this issue which was not addressed before I signed my contact, I spoke with ***** ****** who clearly told me that the faceted search option would be available to my plan (Platinum Plus) shortly after August 15th. After August 15th passed, I repeatedly contacted the Bigcommerce customer service department and was told by all there reps that faceted search was still in beta stages and will be rolled out before the December holidays. Finally once faceted search was introduced, I was appalled to hear that it will only be available to enterprise level packages of $1000 per month. I strongly feel that I was lied to and misled by Bigcommerce and went through a 3 month lengthy process to migrate my site from Volusion to Bigcommerce only to be told after that I will not be offered the faceted search option which I was promised with when I joined the platform. This is an absolute breach of contract. Had I known that faceted search was not available to my current package (platinum plus), I would have never agreed to change from Volusion and endure such a lengthy and costly process just to become a Big Commerce customer and then be lied to and taken advantage of. I am writing this letter today to express my extreme dissatisfaction with your service and the way your sales department have handled this situation. Consequently, I am urging you to make this right by giving me the faceted search as I was promised from the beginning free of charge and including it in my current monthly plan (platinum plus plan of 350$/month). I am only stating the facts of what was promised to me and agreed upon with your team when I became a client.

Desired Settlement: I would like to be given what i was promised all along before completing and going through with the migration of my online store which is the FACETED SEARCH in which Bigcommerce last minute decided to offer to enterprise level packages of 1000$ a month and not my 350$ platinum plus plan.

Business Response: Hello,

We have given this client the faceted search feature as requested.

Best regards,
*** *****

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for my domain registration with BigCommerce. I also started a 15 day trial to develop a website. I ended up going with another website company which better met my needs. At the end of the trial with Bigcommerce they deleted all of my Domain information and my business site became inaccessible. I was not informed of this and only discovered the problem when I couldn't get to my site. In a panic I had to transfer my domain to Enom which cost me another $13 even though I already paid BigCommerce for the domain. My website is due to launch in 2 days and now it may not be ready. If I was live at the time I could have lost thousands of dollars.

Desired Settlement: They should refund my money for the domain registration.

Business Response: Hello,

In an interest of good faith, we are issuing a refund of $12.27.  It should take three to five business days to process.   ***** still does own the domain he purchased for a year.   

Best regards,
***

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THE COMPANY ALLOWS IDENTITY THEFT. The company allows anyone to set up a 15 day free account which allows IDENTITY THEFT to set up a way to steal credit card and other information from consumers.

Desired Settlement: The company VERIFY that all of it's customers are in fact legitimate businesses not a scam. Shut down the 15 day free trail offer.

Business Response: Hello,

We do not tolerate identity theft or any kind of illegal activities as per our terms of service.  We will not be removing our free 15 day trial as there is nothing illegal or unethical about it.    Please refer to our terms of service if you have any questions.  

*********************************

***

Consumer Response: Complaint: ********

I am rejecting this response because:
Your Policy of allowing just anyone to open an account and steal the identity of people is INTOLERABLE.  Especially in the age of IDENTITY THEFT, you are assisting people to STEAL from others.  That makes you an accessory to the crime as you have a way to stop it. 
The fact that you do not care and are not willing to make this change to PROTECT people shows that your company isn't a company that cares about consumers.

Regards,

**** **********

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Submitted copyright (DMCA) violation notice 5 times with no reply or resolution. Attempting BBB contact before considering legal action.

Desired Settlement: Copyright notice handled appropriately per DMCA legislation requirements and written notice of this action.

Business Response: Hello,

We have responded a few times over email to get this client's issue resolved.  We are not sure why they aren't getting our emails.  If they call Billing Monday through Friday between 9am and 5pm CT and ask for Abbey, they will get their issue resolved.   Our support phone line is:    ###-###-####.   

Thanks,
***

Consumer Response: Complaint: ********

As I initially requested, written response from the host company outlining the steps to resolution are required by DMCA legislation. Twitter support has told me that this was not initially replied to, and instead was "routed to the wrong place" previously. While I have verified with my host server that no responses have been received via email as stated, I understand that delivery erros may occur for whatever reasons. I ask that written notice be provided to an alternate address on a different server. You may attempt to reply with written notice of this copyright issue resolution to an alternate email address of:

************************


Thank you for your time in handling this appropriately.


I am attaching an additional copy of the original notice for reference.

Regards,

******* ******

Business Response: Hello,

This client violated our terms of service with one of their sites.  We terminated that site on October 28th .   With regards to the second site mentioned, the customer has provided no documentation to support the claim. One of our Billing Representatives emailed him telling him to provide docs regarding the second site but he's been unresponsive.

Best regards,
*** *****

Consumer Response: 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.

My complaint to the business itself was responded to and the second site infringement was handled by the site owner. This action is satisfactory to me.
I appreciate the action and respect for the copyright owner's content by BigCommerce.



Regards,

******* ******

10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 16, 2014 I opened a support request to ask how I can change my hosting plan from Platinum to Gold. (Case Number: ********) On that date, the BigCommerce website advertised that the hosting rate for the Gold plan was $40 per month. I quickly received the following response: “Hello, We have downgraded (my URL) to the Gold Plan per your request. Your overdue invoice now amounts in $79.95. Thank you for choosing Bigcommerce Kind Regards.” All invoices were paid in full and the August 2014 and September 2014 hosting invoices were billed at the rate of $40. On October 1st, my credit card was charged for $79.95. I opened another support request to inquire about the change in hosting fee, and received the following response: “Hello, It appears that you were on a two month discounted rate as per your discussion with a Client Care manager in July. After the two month discount the account returns to the normal Gold Plan rate. If you have any questions, please let us know. Thank you.” This response is not factual. I responded, explaining that it was never presented to me that the $40 was a promotional price. The website did not present this price as promotional or discounted and even the PDF invoices for these months do not mention anything about the price being a promotional or discounted rate. I have sent 5 responses to customer support on case *********. I have stated the facts presented above and I have asked to speak with a manager or supervisor about the issue. No one has responded to me. My last message on the case was sent in 48 hours ago and I still have not received a response to my request for them to honor the $40 hosting fee that I signed up for. I do not think that it is good business for them to charge my credit card for an amount that I did not authorize. There was never any correspondence with me explaining that the Gold hosting plan monthly fee is $79.95 per month, but on special for two months at the rate of $40. Bigcommerce has not been able to show me in writing where it was advertised as promotional. They claim that I had a conversation with a customer service rep about this, but as you can see when I requested the plan change via their online support system, all I received was a confirmation that the plan had been changed as requested. There never was any type of conversation. I did not agree to a $79.95 per month hosting plan.

Desired Settlement: I would like BigCommerce to honor the $40 per month hosting rate that I was presented with and agreed to. I would also like a refund of the additional $39.95 I was charged for the October 2014 hosting fee.

Business Response: Hello,
What this client is saying is simply not true.  We have NEVER offered the Gold plan on our website for $40.  It has been $79.95 for several years.   This client called to cancel and was retained on a discounted $40 plan for 2 months.   The client was told this was a discounted plan for only two months.  As a policy, we never put clients on discounted plans in perpetuity.  This client is completely mistaken.   A Client Care Manager spoke with her yesterday.  We can refund $40 but the client will have to be put on the lower Silver plan at $29.95 going forward if they do not want to pay the full $79.95 price for the Gold plan.

Best regards,
*** 

Business Response: Upon further review, the Manager who spoke to **** said that he was confused and that he did not speak to her yesterday as my previous message said.  Apologies for that.  He confused **** with another client situation. He spoke to **** on 10/16, and we have documented records in our customer management system.  In this conversation, he stated that we have never offered the Gold plan for $40 on our website.  We used to offer a Silver plan for $39.95, but stopped offering this plan in May.  This is perhaps what she was referring to, but we are not sure where she got the idea that we offer a Gold plan for $40 on our website.  It has always been $79.95.  

On 7/16 (see screenshot for proof) she requested to downgrade to Gold from our Platinum plan.  She received a response that the Gold plan is $79.95.   Then on 7/23 (see screenshot) **** spoke with our Client Care department which is responsible for client retention.  In that call, she was offered as a courtesy a $40 price for two months only.   This is all documented.  

In good faith because we value ****** business, we are issuing her a refund for $39.95 to give her the Gold package for one more month at the $40 price.  However, going forward she will have to pay $79.95 for Gold or request to downgrade to $29.95 for our new Silver plan.  

Best regards,
***

Consumer Response: Complaint: ********

I am rejecting this response because:

Below is a log of all cases that I have opened with BigCommerce since becoming a customer. Your screen grab of case #******** is either falsified or a screen grab for another client because that case number was never communicated to me. I keep very meticulous records and as you can see from the log of correspondence below, that is not one of my case numbers. I also have never spoken to a BigCommerce rep by phone, I have only used the online chat and email communication, so that right there shows that this is referring to someone else. In addition to that, 8/4/2014 (shown in the screen grab) is not one of my invoice dates. My bill was due and paid on 8/2/2014. And in addition to that, why would I have questioned on 7/23/2014 that my bill had gone up when that didn't even happen to my account until 10/1/2014? 

I guess your response will be that once again you have me confused with someone else?

I stick by my word that this temporary pricing was NEVER communicated to me.

At this point I am completely insulted by your customer service and it sure looks like someone on your end is either falsifying this information or has one of the most terrible record keeping systems imaginable.

The ONLY cases that I have opened for the two stores that I had with BigCommerce are the following and NONE of them mention temporary pricing.

July 15, 2014
Ticket Number : ********
Case Subject: I want to change my account from platinum to gold, how do I do that?

July 23, 2014
Cancellation request (for second store, Silver Plan $39.95/mo)

August 2, 2014
Ticket Number : 00325761
Case Subject: Cancellation & Refund of 2nd store (initial cancellation request was not processed correctly and I was charged for another month of hosting)

August 7, 2014
Ticket Number is ********
Case Subject: Abandoned Orders Email Issue

October 15, 2014
Ticket Number is ********
Case Subject: billing issue
Description: Client is asking why her hosting plan suddenly changed from $40 to $70 and yet he is still on Gold plan?


Regards,

**** *****

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a plan from bigcommerce on 10/6/14 but the the product plan wa not working. I have been contacting there customer support fro 3 days in a row with no help and then finally today the rep that I spoke to said I will finally have to fix the issue myself. I explained to him that it their product so they have to fix any issues that came up later and that I wanted my full refund as only been a few days. He told they will but only through paypal. I told told him no that I wanted it back in my debit card as I did not pay them through paypal. He told me to hold on and then came back on the phone and said we have issues your refund through paypal which I still told him that not how I wanted my refund. I then logged on to paypal only to find out that they went to my store and pretended to buy a product from me for the same amount of $29.99 and then they opened a dispute min later that I never shipped the item and they wanted a refund back. This is pure scam at it worst I have ever seen. So I contacted paypal that I don't owe them anything and that bigcommerce was running a scam to prevent them from issuing my refund for $29.99 I have copied and pasted the transaction they did on my paypal accountTransaction Details -------------------------------------------------------------------------------- ******* ******** ******* ******** ******* *********** ** ******************* ******** *********** **** **** ****** ******* ***** *** *** *** ** **** ******* **** ****** **** **** *** ****** *** ****** *** ****** *** ******* *********** **** **** ****** ******* ***** *** *** *** ** **** *** ***** *** *** ********* ***** **** *********** ** ***** ******** *********** ******** *** ****** ** **** ** **** ******** ******* ** ********* ** *** ********** ******** *** ****** ** **** ** **** ******** ******* ** ********* ** *** ***** ******* ******* *** ***** *** ******* *** ****** ***** *** ****** *** ***** *** ******************************************************************************** ***** ****** **** **** ****** ** **** ******* ** ********* ****** **************** ******* **** *** ****************** ******************************************************************************** ******** **** ******** *** **** ******* ***** * **** ***** **** ********** ****** *** ****** ****** *** ******************************************************************************** **** ****** ****** *** ***** **** ***** *** ********* ***** *** ********* ***** *** ******************************************************************************** ***** ******* ****** *** *** ******* ****** *** *** ******* ****** *** ******************************************************************************** ******* *** **** ******* ************************************************************ ***** *** ** **** ***** ******** *** ******* **** ******************************************************************************** ******** ******** ****** ******* **** ********* ** *********** *************** **** ******************************************************************************** ******* ***** ******* ******************************************************************************** ************ ******** **** **** *********** ** ******* ** * ***** ********* ** * *********** ** ** *** ********** ****** ** ***** **** **

Desired Settlement: I want a full refund of my money because now paypal has that amount held without me being able to access it and for this ecommerce company to be investigated for fraudulent activities

Business Response: Hello, 

This was a misunderstanding in which a Client Care representative actually attempted to go above and beyond for this client.   What she is claiming is not true as she misunderstood the situation the whole time.   She became very abusive with our staff which violates our terms of service.  We issued a refund of $29.95 on October 13th.

Thanks,
*** 

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

******* ****
Let them show me and BBB the proof of refund because I never received any. This is a fraudulent company that needs to be investigated for fraud and theft. I will not stop till I get my money back. They are criminals and a pack Of thieves trying to intimidate me. Their staff is the most rudest and unprofessional I have ever encounter. Let Them show proof of my refund

Business Response: Hello,

Please see attached for a screenshot from Global Collect, our payment merchant, that proves a refund of $29.95 was granted to the card we had on file for *******.  


Best regards,
*** 

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company told us they were better than shopify and that we could try them and if not that we had nothing to lose. As agreed we tried them and there were many issues with their product so called support and the support person was not helpful. We are a non-profit and do not have time to get the run around. We called and said it didn't work and cancel our account and we would stay where we are at. We were told we might get a refund even tho we were told we would if it didn't work. Since we only had the product for a couple hours and it didn't work we want our money returned to us.

Desired Settlement: Refund our gold package price.

Business Response: Hello,
Bigcommerce is not responsible for clients that sign up and do not use our software.

Although there is no justification for issuing a $79.95 refund per our terms of service, we have done so in good faith.    It should take 3-5 days to process.

 
**********************************

Best regards,
*** *****


10/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for BigCommerce in hopes of getting my online store up and running. I skipped the 15 day free trial offer because I felt confident this was the provider ive been looking for, for my ecommerce platform. I paid the $79.95 for the first month. I used it for a total of about 2 hours max. And decided that this platform is not for me. I not once sold anything with the service or made it "live" for customers to come in and buy. I contacted BigCommerce right away via there 24/7 online chat support to cancel the account and get a refund. The original online chat support told me that he had put in a "ticket" to cancel the account. That was a lie the "ticket" was never submitted. He also told me that he believed that refunds would take about 10 days to go through. So the next day having not recieved any kind of email about the cancel I went back to online chat support and requested the account to be canceled again. This time they acuatly put the "ticket" in. I got an email a day later (today) saying the account had been canceled but it said nothing about a refund. I called BigCommerce and spoke with someone in the billing department. I told him I see that my account has been canceled but I see nothing about a refund. He kind of "laughed" a little. Then told me that they do not give refunds and thats what the 15 trial is for. However my argument is I seriously used the website for maybe 2 hours tops and decided that this platform was not for me. I did not use the 15 day trial because I did not believe that the trial would give me the full "outlook" of this platform. Therefor I paid the $79.95 for the plan I was intrested in. Quickly found this is not what I wanted. I believe I should be refunded the $79.95 being that I literally TRIED the platform and contacted a rep within 2 hours. I believe this "no refund policy" is unethical in my case and would think that BigCommerce would be more understanding in this particular case.

Desired Settlement: I would like the refund of $79.95.

Business Response: Hello,
Bigcommerce is not responsible for clients that sign up and do not use our software.

Although there is no justification for issuing a $79.95 refund per our terms of service, we have done so in good faith.    It should take 3-5 days to process.

 
**********************************

Best regards,
*** *****

Consumer Response: 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,

****** ****

9/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a ticket yesterday concerning this issue and of course that got us nowhere! My response was this we are currently looking for another platform due to the lack of support with BC. There has been issue after issue since we started with BC and not one time has BC solved the issue. I posted the above hoping someone would offer to help and nothing again. There have been simple problems that we have had to figure out on our own because BC does not seem to be competent to solve even the simplest issue. We hired a web consultant that uploaded products to our site who told us there is an issue with our template and we needed to submit a ticket to BC of course we did and were told that it was our browser and screen resolution and they hoped they solved our issue! LOL how dumb is that? Our consultant had the issue and we on several computers and browsers have the same issue. There are products on our site that show no image available on the category pages and once we click on the product going to the product page and go back it appears-so we have to click on each product to get images to show up on the category pages? Then there is the above issues and we have followed BC's tutorial and the pics are the correct pixels for our template. Yet it's our browser? No it is not. Then there are NUMEROUS other issues that have not been solved. We thought this is new and there are going to be bumps in the road however it has now been 5 months and we feel that we have paid for the top BC plan and received nothing in return. It's like this is a bunch of children that got together and just flat do not care if their customers succeed or not. Oh and the promo credit we were supposed to receive for google adwords we did not get that either even after I followed ****** ****** instructions and asked her for it once it did not work the way she said it would-surprise! no reply! She also told us when we signed on that she was here to help us and see that we get launched-again that didn't happen-TSK TSK BC you simply cannot keep customers without service!

Desired Settlement: We would like a refund of all charges made to use with BC

Business Response: Hello,
We believe the client caused some of the problems he had and they were not the result of our platform.   

We called out to the client on August 25th but got no reply.   One of our Technical Support experts sent the following email later that day:

I checked the carousel images on your store and they were not yet at the recommended carousel image resolution of 980px by 380px. I loaded them up in photoshop and did my best to put them on a canvas of the appropriate size without distorting them, and I've installed those images on the carousel page. Now that all images are of a consistent aspect ratio and at the recommended pixel size, the carousel seems to work a lot better, at least in the 3 browsers and several screen sizes I checked - feel free to verify on your end. 

I've placed the original images in the Image Manager under Web Content for your records. 

I also looked into the other issues mentioned and wasn't able to replicate an issue with thumbnails not appearing on search results pages - are you still experiencing that? 

Also, would you mind providing more clarification on the product page thumbnail issue? A screenshot would be most helpful. 

If you still wish to speak to a manager, feel free to call in and ask that of a rep or reply to this email with a good contact number and time so one can reach out to you. 

I apologize for the frustrations you've experienced along these lines thus far. Feel free to get back with us with any further questions.

Consumer Response: Complaint: ********

I am rejecting this response because: I added those images using Photoshop to the correct pixels NOT Big Commerce AGAIN BC does not listen to anything so go a ahead attempt to take credit. We have been out of town on business and we are gathering all of the tickets we have put in and all records and will contact BC on Monday but no we are very unhappy with the entire platform-please keep in mind and READ THIS I HAVE BEEN WORKING FOR OTHER PLATFORMS FOR TEN YEARS. Please do not insult me by insinuating I do not know what I am talking about. If you took the time to read the very long post on the community forum you would see we were  promised help then and no one called or emailed until we contacted the BBB. Yet you are still claiming you fixed something that I Fixed AGAIN!  

Regards,

******* *****

Business Response: Our Support Manager on this is not sure where the client is coming from here.  One of our Tech Support reps fixed his images using photoshop, and reached out to the client letting them know what he did, so this response from the client is pretty off. 

The rep's communication to the client:  

I've tried calling you but you were not available - I've left a voice mail. 

I checked the carousel images on your store and they were not yet at the recommended carousel image resolution of 980px by 380px. I loaded them up in photoshop and did my best to put them on a canvas of the appropriate size without distorting them, and I've installed those images on the carousel page. Now that all images are of a consistent aspect ratio and at the recommended pixel size, the carousel seems to work a lot better, at least in the 3 browsers and several screen sizes I checked - feel free to verify on your end. 

I've placed the original images in the Image Manager under Web Content for your records. 

I also looked into the other issues mentioned and wasn't able to replicate an issue with thumbnails not appearing on search results pages - are you still experiencing that? 

Also, would you mind providing more clarification on the product page thumbnail issue? A screenshot would be most helpful. 

If you still wish to speak to a manager, feel free to call in and ask that of a rep or reply to this email with a good contact number and time so one can reach out to you. 

I apologize for the frustrations you've experienced along these lines thus far. Feel free to get back with us with any further questions.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: During the trial period and after I was unable to use the product and unable to edit my web page at all nor could I get proper access.

Desired Settlement: Please advise why on more than two trials; one for **** pretty and the other for c me that i was not given access to use this site

Business Response: Hello, this customer signed up for a 15 day FREE trial.  It's not clear to me what the complaint is.  The trial expires after 15 days and they are free to purchase at any time during the trial.  

Please refer to our website to see any information about the free trial.   

****************************

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we asked to company that. please don't charge our account but they still charge our account, as we wrote too but they still charge my account many times, even we wrote too. here below transaction this, they charge our account. 482674 08/12/2012 08/12/2012 $39.95 USD Paid Download PDF 455764 07/12/2012 07/12/2012 $39.95 USD Paid Download PDF 429565 06/12/2012 06/12/2012 $39.95 USD Paid Download PDF 403729 05/12/2012 05/12/2012 $52.22 USD Paid Download PDF 1253750 05/12/2014 05/12/2014 $12.27 USD Awaiting Clearance Download PDF 402937 05/11/2012 05/11/2012 $52.22 USD Cancelled Download PDF also they say cancelled transaction but we have not got fund to our account. also here our email. we say please cancelled this payment but they still charge. "please cancel my account" Join My Facebook Page : https://www.facebook.com/Gemtonebeads Date: Thu, 27 Sep 2012 01:38:12 -0500 To: *********@hotmail.com From: support@bigcommerce.com Subject: Account Suspension Notice BigCommerce Account Suspension Notice Hi *****, This is an official notice that one or more of your hosted services have been suspended due to non-payment or a terms of service violation. Details of the account are below. Product/Service: Big Commerce - Silver Plan (beadsforindia.com) Amount: $39.95 USD Due Date: 09/12/2012 Please note that if you have submitted a cancellation request for the above product/service, you can safely ignore this email. Please contact us as soon as possible. Sincerely, BigCommerce Billing http://www.bigcommerce.com/ USA: ###-###-#### begin_of_the_skype_highlighting ###-###-#### end_of_the_skype_highlighting International: ###-###-#### begin_of_the_skype_highlighting ###-###-#### end_of_the_skype_highlighting

Desired Settlement: we need total refund to our credit card. this because we not work when we start too, but they charge our account more then $236.56

Business Response: Hello,

We reviewed this dispute, and don't understand what this ex-client is disputing for $236.  He cancelled our normal subscription service in 2012.  He had purchased a domain with us that renews for $12.27 per year and we refunded this amount to him.  Other than that, there is no invoice to dispute.

Best regards,
***

Consumer Response: we have not receive any refund any amount they where charge many times for our account.



Complaint: ********

I am rejecting this response because:

Regards,

***** *****

Business Response: Hello,

He does not list a reason for his rejection.  Please let me know when there is more context to provide a response.

Thanks,
***

Business Response: Hi ****,

Sorry for the delay.  This customer cancelled back in 2012.  What I believe he is disputing is the annual payment of $12.27 for his domain renewal which is automatically charged unless he cancels this as well.  He never cancelled this which is why we charged him.  Nevertheless, to resolve the complaint, we issued a refund of $12.27 on May 12, 2014.

***

Consumer Response: Hello *****,

we have not receive any fund, also we requested to closed all are our account and charge but they not do it and also charge each time

we not receive any fund to our credit card, please refund my money $12



Complaint: ********

I am rejecting this response because:

Regards,

***** *****

Business Response:

Hi ****,

 

Sorry, I thought the last message about this said my response wasn't needed.  We refunded the $12.27 on May 12, 2014.   Below is a screen shot from our billing system.  You can see under "Amount Out" that we refunded the $12.27 on May 12 the same day he was billed.   

 


?Thanks,

***?

 

*** *****

Director, Conversion & Retention

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bigcommerce is a company claiming to provide a host of services depending on your plan you pay for when you sign up for webhosting. On March 14, 2014 I spoke with ****** *****, one of their sales people. After about an hour of asking questions I wanted to know why I should buy their diamond plan, which seemed very expensive at $299.95 per month, when I could get SEO with their less expensive plans. She maintained that with the lower plans its like having a ********* ******** I would have to utilize myself. With the diamond plan, they would do all my SEO for my website. So, on March 14, 2014 I paid the $299.95 for the diamond plan. This plan also included importing my data from wherever I had it at the time. They would transfer my website from the current provider to their platform. Then I was linked with their specialist, **** *******. After 8 days with no news from him I called several times and got hold of him. He apologized and said my admin sign in info for my site was not working. But I signed in right there while we were talking. I gave him the information again. Then several days later he asked that I get *********, the company that hosts my website currently to whitelist all of bigcommerce's IP addresses. This was strange, because no one had ever asked that before. Of course ipage refused explaining that this would render their servers vulnerable. Now we had about 8 days left until bigcommerce would charge me another $299.95, so I suggested that **** import the products from the drop shipping website from where I had them imported in the first place. Days of silence. I contacted him again. There's a new problem! The dropshipper had little to offer as far as transferring products are concerned. He informed me he would use an unorthodox method, which he did. Problem is we have the products and heading, but no item descriptions so buyers know what they're buying. Bigcommerce has refused to remedy this and have not done any SEO on my site. They claim ****** made a mistake for which I suffer.

Desired Settlement: Bigcommerce needs to properly import my products for which I've already paid them, with the descriptions showing so buyers know what they buy. They need to do my SEO because that's what they used to persuade me to sign up. They need to do these or process my full refund within 48 Hours. Otherwise I will take to *******, ********, and file a suite asking for punitive damages.

Business Response: Hello, I have instructed our billing team to offer a refund of $299.95 as the client requested.  We absolutely do not offer "Do it for me" SEO services.  What we offer is a coaching service.  We are happy to continue to honor the coaching service.  We have Partners that offer "Do it for me" SEO services but they are far more expensive than $299.95 per month.  If the client is interested in those, we are happy to connect him to our partners.

Best regards,
***

Consumer Response: 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. If I receive the refund as promised, I would consider this issue settled.

Regards,

**** ******

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BigCommerce charged me $300 for one of their "Success Experts" to setup my online store on their $24.95 / month platform. After many days, the "Success Expert" had still not succeeded. Then she suggested I buy a custom "theme" for $129 in order to "make things easier". One the seventh day after my initial purchase, and after multiple delays and failed attempts to perform a successful test transaction, my store was still not fully operational. I lost pateince and confidence in their abilities. So I asked for the service to be cancelled and for a full refund. They cancelled service, same-day, but neither refunded me, nor offered an explanation other than to say that the "time spent" justified their denial of my refund request. But I never bought "time". I believed I had bought a successful outcome (a fully functioning online store) which never materialized. I find this dishonest. I am entitled to a full refund.

Desired Settlement: $453.95 refund

Business Response: Hello,
This client has spent $324.95 with us, and we are issuing a full refund of that amount.

Thanks,
*** *****

Consumer Response: Complaint:********

I am rejecting this response because a full refund has still not been issued as of 04/23 11:45am EST.

An accurate statement is below:

$129.00
Spent on 4/9/2014
Refunded 4/15/2014

$24.95
3/20/2014
Refunded (twice) 4/17/2014

$300.00
Spent on 4/7/2014
NOT Refunded

Regards,

******* *******

Business Response: We did in fact issue a refund of $300 this morning 4/23.  It can take up to a couple of days for the refund to process.  

Best regards,
*** *****

Consumer Response: 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. Indeed, as I woke this morning, I saw, at long last, the final refund amount in my bank account. Cue the singing angels.

Regards,

******* *******

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Problems with web technical services, Tech support they do not help its customers fixing ****** feeds and other web issues. The service you will ever find at Big Commerce is if you upgrade to the next level. There web hosting is a total failure for my website. They only care getting $200.00+ per month and do a terrible job growing the customers business!!!

Desired Settlement: Help or loose the customer it is there choice.

Business Response: Hello,

We received two complaints but they look like they were duplicates:  #******* and #*******.  I already responded to one of them.

Thanks,
***

Business Response: Hello,

We do offer free Tech Support.  Some things are out of scope for us to provide service on if it something that is not related to our platform.  I will have Tech Support reach out to this client to see if there is anything we can do to help them.

Best regards,
***

Consumer Response: Complaint: *******

I am rejecting this response because:  I never got response from them!!!

Regards,

**** *******

Consumer Response: Complaint: *******

I am rejecting this response because:  ***, is not handling this well and it is relating to there platform so stop dening it!!

Regards,

**** *******

Business Response: Hello ****,

It is unclear to me what this client is disputing.   We offer free Technical Support so the client can call us at 1-************ to see if we can get their issues resolved.  There are limitations to our Technical Support and we have Professional Services whereby we charge for more advanced services if that is what the client needs.  If what the client is requesting can only be solved through Professional Services and the client does not want to pay, there is nothing we can do per our Terms of Service.  *********************************
Best regards,
*** *****

Consumer Response: Complaint: *******

I am rejecting this response because:  They need to apologize first and they need to call me at ************ now!! 

Regards,

**** *******

2/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We began the free trial process, as we were testing out the functionality or new ecommerce platforms. We followed the prompts for the 15 day trial. As I was going through the sign up process it asked me what plan I wanted to be on, I chose the one that would fit our needs. This was identified as the "gold" plan, once I choose this plan I entered my credit card number in and clicked continue. When I went to set up my store, and move my domain over from a competitor I was notified by that competitor that I was in a contract, and could not move over my domain until the contract was over. I immediately went online and chatted with Bigcommerce and asked for a cancellation and refund. I was told I had to call in to process this request. Once I called I was transferred to different departments and was told the department I needed was already gone for the day. I called back a few days later and asked for the billing department, I was told that the billing department was in a meeting for the rest of the evening. I called again today 2/24/14 and finally got the billing department. I spoke with them and they told me that the department I spoke with the first time could process this request. After speaking with a young lady she informed me they do not offer refunds. I asked to speak with a manager, who informed me they do not offer refunds and he could file a ticket and see what the "director" says. I asked him for a time line and he hung up on me. I immediately called back and spoke to the billing department, we we through a few things and he informed me that he would not give me a refund and I should deal with my credit card company and file a dispute with them. I informed him I did not get a trial and was charged on the same day I signed up, and that I immediately attempted to cancel. His final words were ill file a ticket and they'll get to you when they get to you. It does not state anywhere in their terms and conditions that they will not offer a refund. They do state there is not a money back guarantee. Generally this refers to satisfaction with services, not to reference products not used. I did not receive my trial, I was charged during my trial, and they are refusing to refund us.

Desired Settlement: I just want a full refund for my services.

Business Response: Hello ****,

We are processing this refund of $79.99.  We don't think he deserves a refund per our terms of service, but he has been harassing our Support staff and we just want to cut ties.  

Best regards,
*** *****

Consumer Response: 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,

****** ************

2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On January 20th 2014 I ordered two products from this company, I received one item, however the company informed me that they no longer had the second item in stock and would reimburse me for the money I had spent. I have received no payment nor have I been able to get in contact with this company

Desired Settlement: An account refund to be administered

Business Response: Hi ****,

This consumer's issue is not with Bigcommerce.  It appears this consumer's issue is with one of our clients, but I can't verify without the online store's name.   As such, this complaint should be filed with this merchant who sells wigs and not with us.  We sell eCommerce platforms to people who sell online.  Our business has nothing to do with our client's ability to fulfill their own orders and provide their own customer service.   This is all listed in our terms of service. We also do not get involved with 3rd parties who buy from our clients.   Please inform this consumer to file their complaint directly with the merchant.

Here is our terms of service for your records:  http://www.bigcommerce.com/terms

Best regards,
*** *****
************
************************* 

Consumer Response: 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,

******* *****

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired Bigcommerce to be our ecommerce platform. We are migrating from a successful company ****** that is our current shopping cart and ecommerce provider. Bigcommerce promised to make the migration in a timely manner. After 2 months waiting and many misleading unformation and unanswered phone calls and several emails, they finally did the "migration", that is, transferring products, product options, 301 redirects and customers' information. However, everything is full errors, so we call them to fix mistakes and / or maybe perform the migration properly and they keep scheduling it for 2 Fridays now and don't do it and don't even call us back to inform what's going on. We filed support tickets that never get responded as well as phone calls and emails. We've spent now some thousands of dollars in a new design for Bigcommerce and we are now stuck with. As I wright this complaint I'm on hold of over 25 minutes on the phone. Bigcommerce says that this is a separate department and that they can't do anything about it. They also said they were going to refund me of the months paid and only the last month we weren't charged but no refund has been made. The complain is in regards of that Bigcommerce accomplish the service we hired and not so much about the money, because if we are to break the contract I'll ask to be refunded of my time and all the money spent with designers, programmers and more. Thank you, ******.

Desired Settlement: I want the migration of my website from ****** to Bigcommerce to be completed and seamlessly. This includes all products, all product options and variations, and 301 redirects done properly so we keep the same Search Engine Rank.

Business Response: Hello,

I've looked into this issue and discovered it was a very complicated eCommerce store migration request.  As a result of it taking too long, we are going to issue a 2 month credit totaling $299.90.   I have made sure that we have a consultant assigned to this migration.  Major steps will be completed tomorrow and the rest will be completed within 4-5 business days.   We are very sorry for the inconvenience.  Someone should have been in touch with this client more frequently to keep them abreast of the situation.

Best regards,
*** *****
Director, Conversion & Retention

Consumer Response: 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, as long as the issues get resolved in the time frame of 4-5 business days as proposed.

Regards,

****** *****

1/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to purchase an ssl certificate for my ecommerce store ***************************** through bigcommerce. I had problems installing the certificate and was unable to contact support on December 29th during business hours. Because I was unable to correctly install the ssl I bought another ssl from another company. I sent 3 emails to support requesting a refund and was only told that they could still help with the ssl. On the third email they told me to call their billing department. I was told by the billing agent *** (employee number ****) that I could not get a refund as per the terms and conditions on the site. I have an active case number ******** I am very upset that I am not able to get a simple refund for a product I could not install and will not use. I think the practices concerning how these issues are handled need to be adjusted as I have 2 websites with bigcommerce and pay over $250 a month to them, and feel uncomfortable doing business with them now.

Desired Settlement: I would like a refund for the ssl certificate in the amound of $79. This is for invoice ******* I would also like a free month of service for my websites for forcing me to go through this process for a simple refund.

Business Response: Hello,

Based on what the customer wrote in a Support ticket, the SSL worked.  It appeared to be a user error on his end.  Nevertheless, we issued a refund of $79 to satisfy the customer.

Best regards,
***

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted cold call by a representative over 6 months ago and talked into switching my website to Big Commerce. I have not had a single sale since signing up with them and none seems interested in helping me find out why. I have almost no people searching on my website and I am now getting numerous product reviews in Chinese and I have not sold anything to anyone in the U.S.A. let alone China. I believe I have been taken advantage of and possible been hacked while using their product. I changed from a $79 per month plan to a less expensive one and continue to be charged $79.

Desired Settlement: I want all my payments returned (credited) and I will set up my business with a more reptile company,

Business Response: Hello,

This client received a free month of service starting on his invoice date of 8/26.  For his 10/26 and 11/26 monthly invoices, the client received a 75% discount off of the $79.95 monthly price and only paid $20.00 per month.   These discounts were granted to satisfy the client's complaints. The client was never told they were going to be put into a lower plan other than the 75% discount for two months, so I think he is confused.  We received a cancellation request on 12/26, the same day of the client's monthly invoice date.  The client was charge $79.95 for the next 30 days.  To appease the client, we will refund $79.95 for this invoice although this is not required according to our terms of service that the client agreed to. 

Best regards,
*** *****
Director, Conversion and Retention

Consumer Response: Complaint: *******

I am rejecting this response because:


I was not confused, the web hosing from the company brought in $0 through no sales since signing with them.  I was never helped with their support and I have had foreign (Asian) countries leaving product reviews in Chinese and Japanese and no products were EVER purchased.  I was given a discount due to the problems that were encountered but no technical support to remedy my problems. During the $20 discount period I downgraded my plan to a cheaper plan hoping to have my problems get fixed and was then charged the full $79 for January even after downgrading.  I have emails that were sent to their employees and the only response I got from my account manager was in regards to another company rather than mine.  

Regards,

****** ****

1/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is not the first time that BIG COMMERCE charged my credit card and this is an UNAUTHORIZED charges on my credit card. THis is not the first time that I asked to REMOVE ALL my credit cards from their files. This is not the first time that I asked to REMOVE my home address and phone under the domain name ***************** (I do not owns this domain name for years) THere's no place on the website that you can remove my own credit cards. I'm no longer customer from this company years ago.

Desired Settlement: I live in USA, my phone number ***** *** **** Thanks ********

Business Response: Helllo,

This customer's domain name purchase had been set to auto renew annually.  This approval is made by the customer upon the initial purchase.  Cancelling the domain is a separate process than cancelling a store from us.  This is all explained in our terms of service upon purchase.  I have gone ahead and had our billing department ensure that the customer's credit card information has been removed to ensure they are not charged again.   This should resolve the issue.

Thanks,
*** *****


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