BigCommerce Reviews 449

Somehow, all the custom CSS and HTML that i wrote over weeks in their page builder is inexplicably lost. I am not sure what happened or why it got lost.

No one has responded to me.

BEWARE if you're customizing your store, save this data elsewhere.

Better YET, CHOOSE SHOPIFY

The worst experience ever!!
BigCommerce technicians do not help their customers solve technical problems related to the templets they sell. This makes it difficult for our customers to find products on our online store. We are very disappointed with this approach to customers and are considering moving to another E-commerce platform.

One of the worst customer service experience I had especially for a paid service

I'm a website design and e-commerce consultant. The website platform is bad and not easy to use, don't use it. Keep researching there are better ones, less expensive too
When you cancel they don't tell you the truth and keep charging your card and refuse to refund it.

We used BigCommerce for 4 years and decided to cancel after our billing went from £200 a month to almost £700, they continued taking the wrong amount over months and we were promised a refund. This did not happen. Now we have closed the account, they removed our admin access completely even though there were two weeks paid left in the month. This is causing huge problems and we cannot log in to close app accounts or refund customers.

It's been appalling, we have emailed billing to explain the situation and had no reply for 6 days.

Needless to say migrating away has been the best decision.

I’ve been on bigcommerce for over 6 years and they have been an okay platform to use. I wouldn’t recommend them lately due to many changes they’ve done that affects our stores. At times, you’ll lose server connections, products not showing, or some other issue - moreover, they never notify you about it unless you reach out to support or notice lost in sales. It amazes me on how a company like this can’t manage a website/e-commerce site correctly.

I am working on evaluation of the worst case, stay with Bigcommerce and keep taking our lumps or cut the loses and migrate back to a reliable service. Our Woocommerce site hosted on Liquidweb was down a few mintutes a year and always at 1am on a weekend. The Bigcommerce November 2022 outage was 25 hours on a Monday. Today was 2 hours on a Friday midmorning. It would take 150 years on our old service to rack up that kind of downtime and way more than that to match the damage since it didn't happen at peak times. And I would be able to move my website immediately if they ever pulled something like this where with Bigcommerce we are locked into their broken system.

Been using Big Commerce for a few years and quite happy with the platform and fast support when needed. I also have a Shopify site and find the Big Commerce one more intuitive and user friendly with the exception of Product Categories which is a bit complicated but not impossible - I just need to read the support articles when setting up some category rules snd forget how. Overall a positive experience.

I've been using BC for 8 years. They keep making "upgrades" that make it harder not easier to input inventory. Now they have a new catalog experience and if you have lots of variants like I do - you can't easily migrate over. Except with an app that starts at $1485! They literally change backward for those of us using V2 to control inventory. I'm looking for a new platform! They keep doing stuff like this! When I've called in to complain, they really don't care. It costs $500 a month on the top tier package.. and they couldn't care less if they lose their customers. Or, at least that is the impression from the customer service that I get.

I started my website with bigcommerce in 2021 I didn't want to pay anyone to build my online boutique. So first off self taught it was a little frustrating but I can say that I enjoy bigcommerce themes because I can customize them in a lot of ways. Downfall is that their aren't many free themes but you can tweak them a bit though. I had left Bigcommerce because I do not have a filter option with my plan it's only for the $300 plan. However i really loved my site it wasn't a cookie cutter look like shopify. I hate shopify it's so basic and simple like everyone else's theme like I can spot a shopify store when entering a site.
I am back with Bigcommerce after 1.5yrs because I miss how my website was looking so high-rnd because I took the time to teach myself and put in the work. Now I never had a customer service issue with them compared to shopify but again that was back in 2021 so we shall See.

The worst customer service, use another not BigCommerce.

After installing and activating the BigCommerce plugin (WordPress) my entire website immediately crashed. I could no longer access my dashboard. After contacting the BigCommerce customer support and explaining what happened, I was told that I should've read the disclaimer before installing their product and they refused to offer me any further assistance because I didn't have an account with them! I lost my entire website after installing BigCommerce!! I would never use or recommend them to anyone that I liked.

Big commerce do not value their customers so I recommend that people stay clear of this. I have a store with BigCommerce and recently had a payment of mine bounce. I was not aware of this happening and nor was I notifed by BigCommerce.

Rather than contacting me to let me know, BigCommerce decided to turn off my website. I was not notified of the website being switched off either. When I tried to call Big commerce, they said that they had emailed and that maybe it was in my spam inbox as a number of clients complain about this happening. I checked my spam inbox and again there was not a single email. When I asked them why they don't just call store owners if they know that their emails are not being received, he basically made it clear that they didn't really care.

Because of an expired card and no notification of a failed payment, Big commerce have decided to tarnish my stores reputation and cause me a loss in money. This all could have been resolved if they just picked up the phone and notified me! I will be leaving ASAP.

Absolute disaster - stay away from it. Waste of time and money. Support is non-existent.

And I am on the enterprise plan. Ridiculous.

On October 19th, 2022, I discovered that Big Commerce, had been charging my credit card $299.95 per month since June of 2021 without my consent. The charges totaled $5099.15. I contacted my credit card company and reported the fraudulent charges, so that they could put a stop to the charges and attempt to recoup some of these unauthorized charges to my credit card.

I contacted the Big Commerce on Oct. 27th, 2022 to request a full refund, and they emailed me and essentially said that there was nothing they could do. Eventually, I spoke with a representative in the Trust and Safety department. The representative admitted there has not been any activity associated with account for which my credit card has been charged without my knowledge, but they refused to provide me with a full refund -- even after they were made aware that the charges were not authorized by me and they admitted that the account had had no activity. I have never done business with Big Commerce, I have no agreements with them. They have no proof that I have ever engaged them or have done business with them. They offered to refund $1799.70 (or 6 months of the charges). They refused to provide me with a full refund and gave me some excuse about their terms of service.

I have never engaged Big Commerce to do business or purchase their services. As such, I am not bound by their terms of service. By referencing their terms of service Big Commerce is implying that I signed up for their service, which I DID NOT. Moreover, they admit in their communications that they cannot determine if I did or did not created the account. Therefore, it follows that they have no proof that I engaged them to use their services and their terms of service are irrelevant. Therefore, they have NO justification for keeping the thousands of dollars they have charged my credit card. It is disgraceful that they have elected to keep my money even after they were made aware that my credit card was used fraudulently. In the state where I reside, theft of $2000-$5000 dollars is a class 6 felony. The definition of felony theft under C.R.S. 18-4-401(1) provides that a person commits theft when he or she knowingly obtains, retains, or exercises control over anything of value of another without authorization.

Since I did not sign up for their service and I did not authorize Big Commerce to use my credit card, and they are retaining my money, they are in violation of state law in my jurisdiction.

Additionally, Big Commerce has admitted in multiple communications (including their most recent response through the complaint process through the Texas BBB), that the account has not been used - OBVIOUSLY. Any reasonable person would agree that I would not sign up for and pay for an account that cost $299.95 per month if I was not using it.

Moreover, Big Commerce did not dispute the charge-back initiated by my credit card company. I suspect that the reason they did not dispute the charge back is they have no proof that I ever signed up for their services and they could not provide evidence of such to my credit card company.

Additionally, it is very likely that the Big Commerce IT department could easily determine the IP address of the entity or individual that signed up fraudulently using my credit card, and could easily determine that that address has no relevance or relationship to me. However, it seems that Big Commerce has no interest the truth, or doing the right thing. They have repeatedly been made aware that the charges on my credit card were fraudulent, yet they have made no effort to investigate or to do the right thing and provide me with a full refund.

I have been a business owner for over thirty years. If I had ever been notified by a customer that I billed them (and that they had paid for), work I did not complete or a service I did not provide I would have happily refund their money immediately. Big Commerce is hiding behind their terms of service because they are too lazy or their corporate ethos is too compromised. Big Commerce should be publicly shamed for their disgraceful refusal to provide me with a full refund. I hope anyone who is considering doing business with Big Commerce reconsiders working with them. If you take a close look at the type of complaints and the number of complaints this company has sustained it seems clear that Big Commerce is ethically challenged and that their trust and safety team is morally compromised.

Hi,

Our company 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 BC system. Data input is easy, but not with BC. YOU WILL NEVER BE ABLE TO LOAD YOUR PRODUCTS so that your home website data matches the data from Amazon, Walmart, eBay, 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 BC 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.

I wholeheartedly recommend staying away from BigCommerce.

Thanks for your time, and I hope by us writing this...we save YOU time.

I read about good things about bigcommerce and when i decided to start my store i got this message: 'error occurred, please contact support'. I tried to contact support but not available, only useless bot...PATHETIC

Terribly mis sold, lots of promises and then you find the platform just does not work. Signed up for 3 years, and regret every minute of it. Meant to have a success manager, paid for, yet not to be seen ever. All they do is email you with more useless apps to add on, when they should be providing facilities themselves. Integration with other platforms next to useless. They claim seamless integration with market places, then you have to buy another app to do it . At huge cost and with poor performance. I regret not deciding for shopify, and will seek legal advice on how to get away from BC.

We would usually put all our orders into the Bigcommerce platform. And of course they have your CC on file, so they charge away. Pretty soon we were up to near 500 USD per month for a fairly mediocre ecommerce platform. Stopped adding any in house orders and the monthly amounts charged on the platform plunged, but they have it rigged so it will take forever to get your monthly costs down. There are many more options out there for ecommerce platforms. Stay away from these guys.

DO NOT USE UNLESS ABSOLUTELY NECESSARY! THEY WILL NOT NOTIFY YOU ABOUT ANY INVOICES AND ONE DAY YOU WILL NOT BE ABLE TO ACCESS YOUR STORE AND IT WILL DISAPPEAR! THEY WILL LOCK YOUR DOMAIN SO THAT YOU CANNOT USE IT AS WELL!!!!!!!! USE SHOPIFY IF YOU CAN!!!!!!! AT LEAST THEY TELL YOU A DATE/TIME WHEN YOU WILL BE INVOICED/CHARGED!!!!!!!!!!!!!!!!!!!!