Customer ReviewsforBigCommerce, Inc.

I was super excited to move our clients over to BigCommerce but its been a nightmare. I went to set up a payment processor that BigCommerce advertises on their site and the integration is completely broken. I was told the fix is not adamant but they continue to advertise this integration. Really disappointed with the customer support and overall engineering behind BigCommerce.

We understand an issue like this can be frustrating, but we disagree with your characterization of the facts, and conclusions drawn. While there can certainly be issues, as is the case with any software, we have many customers using our 65+ payment gateways successfully. For any issues that crop up, we prioritize efforts based on a number of criteria, but will address that issue as appropriate. We will do our best to have this issue resolved as quickly as possible, and you check the progress of this in the case section of your Community account.

We have had our account with Big Commerce for nearly 20 years. In the earlier years, tech support was great. Not so much since then. Recently, in the past few months, they upgraded their UPS shipping software and never notified their customers they were doing so. This 'upgrade' PREVENTS anyone from placing an order and we have been wracking our brains why our sales have dropped to absolutely ZERO for months!! We have had multiple conversations with UPS and Big Commerce, and supposedly taking the matter to a higher tiered support and it's been nearly a week and still NO ONE has responded! This is AWFUL CUSTOMER SUPPORT!!! I can't believe they change something in their shopping cart, don't notify their customers, continue to charge them monthly, and knowing full well that it prevents people from placing an order as the new UPS upgrade will not provide a shipping quote!!! We are beyond furious!

We understand an issue like this can be frustrating, but we disagree with your characterization of the facts, and conclusions drawn. The issue you describe was not created by a recent change. Our legacy UPS integration was replaced in 2015 and we have provided many notifications to upgrade through the years. We try to get to all cases as quickly as possible, but much of our staff was without power last week because of inclement weather. We appreciate your understanding as we prioritized the safety of our agents, and we will certainly strive for faster responses in the future. I understand our Tier 2 and Tech Lead have each reached out and the issue is now resolved. Engaging our support team is the best way to resolve such issues.

************** moved its website to BigCommerce, which was a HUGE MISTAKE. Our company needed a multi-channel solution for our business, and we chose BC to help with this goal. IT WAS THE WORST MISTAKE EVER. DO NOT USE BIGCOMMERCE!!!!! First, it is impossible to even list your products adequately in the ** system. Data input is easy, but not with **. YOU WILL NEVER BE ABLE TO LOAD YOUR PRODUCTS so that your home website data matches the data from ********************** etc. I called and talked with "support" 3 times about all the "import errors" that were happening just uploading our product catalog. Every time "support" said that all my formatting was correct and that they did not know why the products were not uploading correctly. After speaking for hours with "support," they said our issue would be handed to the "software" team. They promised someone would get back to me within 24 to 48 hours. Then someone from "software" contacted me, and everything they told me to do was wrong. I tried to continue the dialogue to find solutions, but ** went silent. They take our money yet do NOT provide a product. It has been two weeks, and still nothing. Literal crickets. The software is buggy, and the tools to create a website are terrible compared to others like Shopify or Wix. BigCommerce is a BIG JOKE!!!! I never complain, but this company deserves these complaints because they treat their customers like garbage. They have no solutions and no communication. I DO NOT trust them to adequately host our business ($1 million+ per year) in sales. It is funny because BBB asks if you would like a resolution to the problem in their prompts, but I chose the "write a complaint" because I knew ** does NOT care and would not even try to find a solution regardless of the circumstances. I wholeheartedly recommend staying away from BigCommerce. Thanks for your time, and I hope by us writing this...we save YOU time.

We disagree with your characterizations of the facts and therefore the conclusions drawn from them. Our support team attempted to resolve your issue but you remained abusive and uncooperative. We have received your cancellation request and consider the matter closed.

BIG COMMERCE IS A SCAM. DO NOT SEND THEM $$. They have been fraudulently charging my credit card, causing me to have to get a new credit card. When I called Big Commerce about these charges they COULD NOT TELL ME WHY THEY WERE CHARGING ME, THEY JUST WERE. Once I got new credit card they hacked that one also. THEY ARE FRAUDS. DO NOT TRUST THEM. I have to leave a star to be able to post, but THEY GET ZERO STARS FROM ME.

We disagree with your characterizations of the facts and conclusions drawn. We cannot provide information about accounts or charges without authentication, for the safety of our merchants. If your card was fraudulently used by a third party we still need to be able to verify you have the authority as a cardholder, for your own safety. Please feel free to contact our support team 24x7 should you need assistance with this.

We moved over to Bigcommerce thinking it'd help our business grow and that it'd be a great custom solution but it was the worst idea i've had in my business career (we've done over $10M in revenue on Shopify). When we signed up it was impossible to get on a paid plan which is required to launch, took weeks. I finally got on the basic paid plan and was able to launch (the UX/UI is horrible), and we immediately got badgered by a sales person telling us we had to get on an enterprise plan. Our business was on the rocks and I made that clear to the sales person, stating that the enterprise plan might not be needed in the near future. He insisted that it wouldn't be an issue and it could be solved at any point. After we were forced into this enterprise plan for $1500 a month, we stopped hearing from anyone for months. Our business was flatlining so I asked Bigcommerce customer service to move us off the enterprise plan while we restructure and attempt to rebuild. I started hearing from a "Customer Success Manager" who insisted there was nothing I could do. I'm not quite sure how there's nothing they can do when I could just use Shopify for $90 a month and change our plan when we want to instead of being lied to and manipulated. BigCommerce has done nothing to help our business and it seems like they blatantly don't care about their clients. Bigcommerce's deception, manipulation, and lies are unacceptable. Stick to Shopify

We disagree with this characterization of the facts and, accordingly, the conclusions you have drawn from those mischaracterizations. Your business signed a contract that clearly outlined the contract term and fees, which were lower than you have stated here, and what services would be provided to you. Our Customer Success Managers received no responses to repeated outreach until you requested a downgrade. And while we offered to downgrade your services and waive any termination fees, we never received responses from you on numerous follow-**** As such, your contract and payment obligations remain in effect in accordance with their terms.

We have asked that the service be canceled, We have disputed several ****** charges. The company keeps charging us, sometimes repeatedly for the same service (SSL certificates). The company is aware that we have filled Paypal complaints and keeps charging us. Just today, October 18th we were charged an additional $85.03 in our ****** account (transaction id: *****************  Again on September 17th: *****************  Again on August 13th $323.40: Invoice # ***********

We disagree with your characterization of the facts. Much of this information pertains to multiple accounts that we need to properly authenticate. Please respond to the recent email we sent via case #******** and we will be happy to help resolve the issue through the proper support channels.

My website ran into an issue which is responsibilities of big commerce, it is an important issue, it has been 20 days passed and nobody cares. I contacted several times but they are just passing the time by saying that our engineers are looking into it,i don't know that engineer has been born yet, so i am thinking to switch this platform seriously since big commerce does not care about the customers anymore

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

I was contacted by local staffing agency who was hiring for a ************************** Rep position. $19.00/HR + $1k sign on bonus if start on Sept. 7, 2021 in addition, will provide 6 weeks training. My 1st Interview consisted of me having to create an online store just to show or prove to the employer that I have basic Html skills and can edit and create basic web pages and that I am computer literate and/ or technically savoy. I created an online store. My family and friends thought I did pretty good. Note: I am not a programmer, nor a Web master nor a software engineer. The position did not require those advance coding skills etc. In fact, I was told, the position is really providing customer support, empathy. I have those skills plus work experience proving technical support. After I created a basic online web page and submitted within 18 hours; applicants were given 48 hours to complete and submit. Big Commerce kept sending me emails with my attached store to finish...completly finish the store. To completely finish the store require advance HTML and coding skills. I gave them the basic HTML and technical skills. Every other day up to a week they kept contacting me wanting me to completely finish the store. If i would have completed the online store, they could have sold that store to a customer for a certain amount of money and Still Never Offer Me The Job- FREE LABOR. Friends of mine think, this is what Big Commerece is doing contacting potential applicants explaining to applicants you have to take a teat which is building and saving an inventory of newly created online stores and then turning around and showing those newly created stores at the different levels- show casing in a portfolio if you will and selling to Big Commerce Online Customers. They gain by getting free marketing and fresh ideas in which they may send to an in house **** I.e.. Web master or software engineer to finish designing the store ( adding the customers request after the customer has purchased the shell store) in an advance completion stage.If the recruiter contacts 10 potential applicants a day. That is 50 newly created online stores. With some companies dealing with short staff, they can t say, nobody wants to work or they can t find qualified applicants because Big Commerce says on the job description " will provide a 6 week training. Supposedly, the employer just needed to know if you can read and understand basic HTML language, enough to edit an online stores web page but remember my roll i would not be doing the technical work. I would mostly be talking to the customer proving excellent verbal communication skills. I was told if they were interested, I would be contacted for an interview with the hiring managers. I never heard anything. However, for 2 weeks I was constantly hounded via email to finish and complete the store. I Never got the Job and Big Commerce got a newly creative online store. What if I had given them all my advanced skills and still no job for me. Big Commerce gets A new idea that they can use for someone online store advertisement. No one wants to be used and i felt people need to aware of recruiters contacting potential applicants and testing using real employer data to help the employer. In other words Free Labor and they have no intentions on hiring you nor giving you the Sign on Bonus. Very disappointed applicant.

Thank you for taking the time to share your feedback with us. We are sorry to hear that you had a negative experience. BigCommerce has a dedicated internal recruiting team and does not use a staffing agency for the Technical Support Rep position. If you were contacted by an agency, they were not in a position to represent BigCommerce. We would be happy to discuss the details with you so we can address it with them directly.The assignment you mention requires no theme development work, but rather is based entirely on following instructions to demonstrate a candidates ability to interact with the core functionality of a BigCommerce store. This is a valuable tool for candidates to see if the role would be a good fit for them and if they would be a good fit for us. We do not use the stores for anything outside of a pre-employment assessment. The trials and storefronts of those who are not hired are terminated promptly and routinely. Unfortunately, our records show no assignment submitted by you. If that is an error, we would welcome the opportunity to discuss further with you. We wish you the best of luck in your employment search.