BigCommerce, Inc.

Complaint: ***
I am rejecting this response because: Once again, the account has already been canceled over the telephone with one of your representatives, the last digits of the card have been given to your company. BEWARE, SIR, should there be any charges, attempts to charge or ANY indication that your company Big Commerce is attempting any deductions, forced charge, push charges or ANYTHING that has to do with our checking account, formal theft and il*** charges will be filed with any government authority or government agency including but not limited to the FBI, DOJ, State Comptroller of Currency, FDIC, etc This is your final notice to DISCONTINUE, STOP OR ATTEMPT to charge our account. FINAL WARNING
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I was charged $on my American Express credit card shortly after the last response from the business stating "That is correctYour account is cancelled and you won't be charged again." Regards,
*** ***

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 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 redirects.3) Between 1/28/and 3/4/the client had support cases without mention of his redirects.4) Client contacts on 3/4/and 3/6/complaining of errors caused by his 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 redirects and changed them himself, resulting in sitewide 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 3/18/5) Client doesn't create another case or respond to previous case until 3/22/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 $SEO audit free of charge.7) Additionally, on 3/31/2015, client is provided a $credit (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 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-REFUNDABLEBIGCOMMERCE 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'm sorry to hear about the misunderstanding, but unfortunately we disagree with your characterizations of this matter. We allow cancelling a store via several methods, including self service, web case, phone, etc:
***
However, we have no record of any request to cancel. Case *** on 9/8/was a technical support issue you contacted about, and then there are no contacts until case on 11/14/2017. Per our terms (*** ) you were charged again because the service had not been cancelled until after your billing date.If you have any record of a previous cancellation we would be happy to review it

Refunds will generally take 3-business days, depending on your bank. An email was sent to *** via case *** at 9:AM CDT. If you do not receive funds in the next 3-business days, please let us know

Complaint: ***
I am rejecting this response because:I received a refund today Sept 17th and then was immediately charged AGAIN with an invoice (attaching the PDF that has a billing date of 7/16/-which makes no sense)This is insultingI want a refund and I never want to deal with Bigcommerce again
Regards,
*** ***

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,
*** ***

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 situationHe 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 $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 $on our website It has always been $
On 7/(see screenshot for proof) she requested to downgrade to Gold from our Platinum plan She received a response that the Gold plan is $ Then on 7/(see screenshot) *** spoke with our Client Care department which is responsible for client retention In that call, she was offered as a courtesy a $price for two months only This is all documented
In good faith because we value *** business, we are issuing her a refund for $to give her the Gold package for one more month at the $price However, going forward she will have to pay $for Gold or request to downgrade to $for our new Silver plan
Best regards,
***

Hello,
What this client is saying is simply not true We have NEVER offered the Gold plan on our website for $ It has been $for several years This client called to cancel and was retained on a discounted $plan for 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 $but the client will have to be put on the lower Silver plan at $going forward if they do not want to pay the full $price for the Gold plan
Best regards,
***

Complaint: ***
I am rejecting this response because: My email address is ***I am the person who is due the refundShapiro is the person who I sold the website toHow will you provide the refund, without my credit card number? I need a call from someone at Bigcommerce to deal with this appropriately or to confirm the method by which you will refund the amountMy telephone number is noted in the complaint.
Regards,
*** ***

The refund for this issue is being processed. There was a refund processed via ACH that our bank said went through, while the customer's bank said has not. We're awaiting settlement on that piece between the banks and if needed a new refund via another payment method will be created

Complaint: ***
I am rejecting this response because:Your reply say to contact you directlyI requested a phone conversation 12/8, but you declinedAnd said you prefer emailWe haven't received a response via emailI emailed *** *** on 11/with no responseBigcommerce misrepresented their product to usPromised us stored credit cards, but didn't deliverPromised us to "lock in" our rates, but are now increasing our ratesWe would like a full refund for misrepresented services.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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 GroupThey're listed in
our system as being referred by another partner, and unfortunately the email you forwarded me has no mention of themIs 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

Complaint: ***
I am rejecting this response because: I was denied access to my store once I transferred the URL which the other platform and emails have confirmation ofBesides, I do not trust you nor your recordsAfter all, your cooperation is only focused on sales of services,and not on the actual servicesOnce I purchased the service back in July, it became impossible to even speak with your technical team with sometimes being put on hold for more than an hour to get to speak to a technical help.
Regards,
*** ***

Sorry for the frustrations, you obviously ran into a flurry of unfortunate issues. We have your request from our billing queue and your refund is being processed. You should see it on your bank's side within 3-business days

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Let them show me and Revdex.com the proof of refund because I never received anyThis is a fraudulent company that needs to be investigated for fraud and theftI will not stop till I get my money backThey are criminals and a pack Of thieves trying to intimidate meTheir staff is the most rudest and unprofessional I have ever encounterLet Them show proof of my refund

Hi there, My apologies on thisI 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 refundI called the Revdex.com 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 BigCommerceThis has been resolved, sorry for the troubleThank you, *** ***

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-business days. Apologies for the inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***