BigCommerceReviews of bigcommerce.com

Terrible company all around. Worst customer service in the industry, they lie about everything from customization to billing. Save your money and look elsewhere.

The following is to express how DISAPPOINTED and FRUSTRATED my partner and I are with the customer support and service provided by BigCommerce for an issue THEY are responsible for. A couple weeks ago, my partner, who is a small company owner, decided to set up an account with BigCommerce. Problem is, there was a ‘’glitch’’ in their API making it so even if the USD$ currency was set up correctly on our part (as well as the Paypal one), the first few transactions were converted in CAD$, making us lose about 30% of the value of our first few sales because of the exchange rate. It took more than a dozen emails and phone calls before they even acknowledge the problem came from their system/API. Not to say that a few emails were left unresponded and ignored for more than a week (if not answered with ‘’canned’’ generic responses that were absolutely useless). My partner took the time to find where this ‘’glitch’’ came from, in the Bigcommerce system, and he wrote in detail the issue & solution to the ‘’escalated manager/product support engineer’’ who still blamed the situation on Paypal. After weeks of this nonsense, they still wouldn’t acknowledge the mistakes was theirs - when it was in fact a problem with their API system set up. But on our part, we still hadn’t got our money back, not even a deal from BigCommerce to apologize for the inconvenience. Even after all of this back and forth with them, my partner was still highly cooperative, being open to suggestions as to how BigCommerce could help us recoup these funds in the form of BigCommerce subscription credits in the value of the lost currency (approximately 30% of the 3 aforementioned orders' values). After a month this is the answer we were provided with by BigCommerce : ‘’...to be completely transparent, we cannot 100% confirm that this was a bug produced by us. We work diligently to resolve issues with software, however we do not offer a refund if those issues impact store functionality, but we are willing to compromise and offer this credit (of 29 USD$) as a gesture of good faith. Unfortunately, we do have bugs that come up in the platform and even cases where checkout might not work at all. In these cases, we do not refund everyone because of these problems but simply have our team address the issues as soon as our clients report them. ‘’ BigCommerce is a multi billion dollar company that develops e-commerce software for businesses. A 29 USD$ credit offer is highly offensive for this kind of situation. You have one job : provided business with functional e-commerce system and where there is, fix the problems in your software so YOUR CLIENTS, US, BUSINESS OWNERS, continue to do business with you. I think it’s a pretty simple request. We know bugs and issues can happen with technology. What’s HIGHLY UNACCEPTABLE on your part is this unwillingness to cooperate and offer us and legitimate compensation to our actual loss. Which we’re pretty sure you can afford because it is far from being millions of dollars. We’ll make sure to share our experience with other business owners and potential clients so they know what to expect in case of future software issues.

Set up first store with this company circa 2014, and platform was pretty good. (14k plus orders) Over the years the company has moved away from UK Help and products and apps. In the last 12 months we contacted customer support for help which did not materialise, all we got back after so many days was a generated email asking if problem was fixed, without actually addressing or fixing the problem. Enough was enough we have now moved away from Big Commerce to another platform. Sumary customer support and help from Big Commerce is totally S**T Stay away

Worst eccommerce platform I ever used. Too bad I didn't look up their rating and reviews before upgrading. They don't provide support for businesses in Europe and don't let them accept payments unless they provide an agreement with every brand of the products that a business offers on their website. As this is not required in EU these product partners do not provide such thing so we cannot accept payments. Moreover, their most important features (payments, cart, check-out, etc) totally fail. Not recommended!

Complete joke of a company! Have had to not only cancel my account but have also had to cancel my credit card to prevent them from continuing to charge it. They keep sending bills, they never respond to emails that I have sent to multiple email addresses. The call center in Australia is always unavailable and they are just a massive rip off!

Here's my problem with Big Commerce....they reach out to me via email to sell me on their service, I tell them that I'm not interested and will never switch from my current service, so what do they do...they add me to their email list under two different email addresses. Way to start a relationship. Now I will definitely will never try their service.

BigCommerce allows scam artists to use their platform, obviously no vetting involved. I was scammed by Autel Zone on the BigCommerce no replies to my complaint. Avoid both at all costs...

BigCommerce is a platform that works for non tech people to build our own web sites. It was frustrating years ago when I started, but tech support has gotten worse even as I got better at using the site. It's as if I can't keep up with the bad-to-worse support. For example, where they used to help with code adjustments, now they refuse to do anything because they are more concerned with potential liability rather than giving support. Another example, there is a problem with the 'shop by price' category, and instead of fixing it, they said it's my problem and they don't care because it works for cheap products, and the fact that I am a jewelry designer means - -they don't care. Another example, they blame the truly messed up and insane analytics on bots, and won't fix that either. They will not allow customers to speak with experienced tech support. The ones we are permitted to speak with are so poorly trained, one of them actually said to me "Well, this is supposed to be a learning experience." and then, she suggested that I manually move 600 products to Pinterest because she did not know how to use the technology I pay for every month. Changing a site to a different platform is more than a one person company can handle. One positive thing I will say is that these platforms do give non-tech people like me the ability to build and edit sites. That is a fantastic tool. I can't say whether Shopify or Magento are better or worse because I have not used them, so I am not telling you to avoid this platform, just warning of the issues. My suggestion: I urge you to use trial periods on several different platforms before investing thousands of hours building your site. That way, you can make an educated decision. Someone else put me here, and without questioning, I just stayed. Where ever you go- best of luck! NOTE- I am logging in more than a year later to downgrade my review. BigCommerce has gotten way worse. Their tech support has a shocking combination of ignorance and arrogance. In addition, many of the services that I am paying for don't work. After a year of analytics being broken less than it works, I asked for a comp upgrade. All they did was send the terms of service paragraph where they say that none of the services we pay for is guaranteed. While I have never used any other platform, all I can suggest is that you use ANY other platform. I rarely give bad reviews, but just don't want anyone else to go through this because it really hurts my ability to earn a living.