BigCommerce Reviews 448

As owner of an online store I requested Big Commerce discontinue my account as I no longer needed their services.
My first phone call and email request to cancel services and payment was not honored. Months later I noticed that Big Commerce continued to withdraw money automatically from my credit card without my consent, so I called back.
I was told over the phone they received my cancellation email and it was their mistake, they would cancel it for the next month.
I assumed they would cancel it but they were tricky. There wasn't a full charge to my card so I didn't notice they were still taking money from my account for months! Big Commerce put me on "hybernation' which means they charged less. So my services were cancelled but the automatic payment wasn't cancelled.
I called back (again) the representative looked into it. When speaking live with a Big Commerce representative I was told 'so sorry, your account will now be escalated to Management they will call you'.
Big Commerce continued to charge my AMEX card at the "hybernation rate". I never received a call, nor email back.
What's fascinating is that Big Commerce wasn't authorized to continue automatic payment. So when I changed AMEX cards (with different numbers) I thought for sure they would drop off and yet I was still charged.
How did Big Commerce continue to take money from my new credit card? When I noticed months later I called Big Commerce back (again) and was told a Manager would call me. Noone called me (again). I finally recently called and spoke with a Manager who put an offer on the table to truly cancel the automatic withdrawls and partially reimburse me.
At this point, I don't believe they will pay me the small reimbursement they offered. Hopefully they will. They owe me $ and I don't believe anything they say.

Currently I stilllllll have an open ticket with Big Commerce... Hours of MY TIME have been spent recovering money and cancelling services I don't use.

Tried out the trial and so far so good. I don't know if this platform is easier than shopify as I have 3 stores with them but I do like the fact that they are cheaper and supposedly have an easier way with partnerships to sell difficult items such as CBD. So we'll see but so far so good.

Go Wix or Shopify or basically anywhere else but here. Nothing integrates right and that includes the products they push. This has been a nightmare every step of the way and yesterday they took it to a whole new level. I finally was all setup through Square payments and then *poof* it just stopped working after a few days. Supports response? "We're having an issue with some payment portals and that includes Square. We suggest you setup a different payment provider in the meantime." As if setting up a new provider is as simple as clicking a button...I asked when the issue began and they gave me a date of a week prior! One week with their "engineering" team on it 24/7 supposedly and they STILL don't have it fixed. Insane. The instant I have some extra cash flow to hire someone to seamlessly move me I'm gone. Keep scrolling to see all the 1 star reviews. That's literally all I see and for good reason.

The seller I bought stuff from is deplorable. Long story short I got the run around on some product I ordered. I was promised a shipping number which I never got. I was also promised it would be shipped out in 1 to 2 days . 4 days later the sender said he ran out of the product and had to have it imported in. Mind you the product I ordered is locally made and there national head quarters are 70 miles away. That being said the seller that I ordered from won't give me my money back, answer my emails or phone calls.

Customer service is appalling however; trying to cancel my subscription. Unable to email support without a special pin; live chat not available Aus time and phone is on constant hold.

Website is fine - a little advanced if you are a novice. Easier sites out there for beginners.

Must be better options out there.....

They don't have features, everything is chargeable, you cannot install a payment gateway. Customer service is extremely rude, money hungry company. Charging every month for hosting a crappy store, which is good for newbies until they realize what a big mistake they have made.

Terrible customer service where advisors are unable to help or provide straightforward, simple answers to anything. There is no follow up, no answers to your questions - best to stay away from this company and save yourself a lot of frustration... I run about 3 store with them and I’m tired already using their services honestly, like no support team to walk you through any given encounter and I can’t continue to cope with them no longer, migrated my stores over in no time after I spoke with Techfirm and using their support have switched to using Godaddy now.. I’m so happy

Leaving a review helps! For weeks Big Commerce blew off my requests for help. I left a negative review and within a week I finally got a call back and a partial refund. It pays to be tenacious and to follow up instead of just whining. Below is my original complaint...

I've been with Big Commerce about three years. I found out recently that they are VERY pricey compared to other similar options and when my business went under this spring; basically due to COVID 19, the only thing Big Commerce was interested in was how to "hose" a small business. After three different customer service reps at Big Commerce promised me a call back from a supervisor I have heard nothing. I hope my experience warns other small businesses to stay away!

If you have any problems with this company, forget about getting it sorted as they make it so hard to contact them via any means. I'm in the UK so do most of my contact via email, I tried to contact them to stop taking payments from me after my site was no longer required. That was Dec 19, my site was closed but they still taking money from me now!! I finally got an email on 30 April to say that my payment method had expired but what did they do...take another payment from me, plus international charges, on 6 May!!!!

We came from Shopify hoping to get a little bit more baked in from the start. Big mistake. Analytics, Shipping Polices, Theme Editing are all handled by third party integrations with two of those being an additional $50+ per month.

Let me start off with the good. Some of the free templates seem a little nicer and more professional than Shopify however they are mostly uncustomizable without additional software with another monthly charge or going into the code. We also liked the way MSRP and Sale prices work and importing/exporting is handled much easier and I like the Products editing screen although some setting are hidden.

Now for the bad. Again, templates allow some minor edits and appearance choice but are mostly non-editable. The footer is just a mirror of the main menu bar of which again is very limited however the footer is basically non-editable without going into the code or paying at least a $50 monthly fee for additional software for the rest of time as any edits made by the software erases if you stop paying. BigCommerce is touting a new template drop and drag feature they are rolling out and it is very bad. Also, support told me there was no way to move sections around after you created them and the only way was to delete and start from scratch. This is not true. More on that later.

The first thing you'll see when you sign into the admin is the dashboard which is basically non-existent. Some minor specks of info and that's it. We also came to find out that BigCommerce does not consider an order placed until a payment is made so, if you authorize only and then charge at shipping, your sales figures for the day are basically useless. You have to to Google Analytics for the simplest snippet of useful metrics.

The orders screen is a mess of accordion style views It doesn't show any fraud details or acquisition info. Checkout registration kicks the user back to the homepage and even the checkout fields are in a strange sequence.

There was a hard pitch to get on the $1,500 enterprise plan and pay $3,000 to migrate data that we did ourselves in minutes. Sales is sales. It's understandable. The worst thing of all about BigCommerce is the 24/7 phone and chat support. It is 24/7 which is nice to have but no one knows anything except for one person that we have started asking for. Otherwise every answer is "I think", "I think", and usually wrong or just plain wrong right away. You can hear the reps clicking through the admin trying to find an answer that then ends up being incorrect as you find the solution or menu or feature on your own a day or two later and do not expect any guidance at all with anything theme related.

BigCommerce kind of laughs at Shopify for being basic and needing add-on for simple things but those things are typically minor tweaks for a few dollars. With BigCommerce, you cannot even work well without several $50 integrations.

Thanks for reading. I'm going back to try and make the homepage look like we want.

Terrible service
I have been with them for many years and paid thousands of dollars to run my store. When I closed my online store they immediately took away access to my account including all of my sales records and financials with no warning. I have 5 years of sales history and customer info I can not access without paying to reopen my store. I have already paid for this information! Repeated emails just go ignored. Disgusting

You have solo merchants that are committing grand thieft that i have a case on.Since your company wants to promote merchants that do this makes you responsible for the restitution for thier negligence,in that case i hope you have good insurance for this huge mess your company has caused for people feeling like we should trust your services.

A terrible company. They really don't care about their customers and their staff are useless. My credit card expired and there was no place on the system where I could update my payment method. Tech support directed me to where it should be and they said "oh, it's not there". Same with accounts. So they shut my site down because THEY could not provide a way for me to pay my invoice. Terrible, terrible company. Look somewhere else.

A broken system with poor coding.

Its been weeks and I can not ship items unless I open and reauthenticate Big Commerce in a private tab. This is something that proper coding would prevent, but quality control at BC is lacking. Most review websites will give BC 5 star reviews so they can cash in on the affiliate program, but BC is not a 5-star system. It a broken system plagued by poor code, bad management, and apathetic employees.

I would have given it a 5 if not for their recent price increases which means for an Australian store like mine where I sell higher cost items with lower margins, I am paying around $460 a month just to maintain my store. When I signed up it was less than $100 AUD. Not happy Bigcommerce!

So far I am satisfied by BigCommerce but the customer service is not up to the mark.

Awful customer service that read from a paper and policies rather than look at a case properly.

Over changes on invoices hoping you do not realise, to get the refund takes 4 attempts.

We have three accounts with Bigcommerce and three accounts with Shopify. We will be moving our Bigcommerce accounts to Shopify.

Constantly frustrated with this platform. There staff are quick to respond but ill equipped to offer support.
Ideas to improve the quality of the platform and therefore performance of the stores on bigcommerce are not implemented adequately if at all.
It's highly inflexible, which my be beneficial for non technical users but very poor for advanced users.
I will be recommending to our MD that we migrate to another ecommerce cms.

The company was founded in 2009 and has 600+ employees
BUT NOBODY ANSWER CHAT... NOBODY ANSWER THE PHONE, THEY CALL YOU BACK IN 2 OR 3 DAYS.... AND THEY HAVE 600 EMPLOYEES???... IS FAKE COMPANY !!!!.

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