BigCommerce, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending actual refund in the time 3-5 days stated by Big Commerce. 
Regards,
[redacted]

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

Hello,I've attached another screen shot that proves the additional $79.95 was refunded in addition to the $325.  Everything the client is asking for has been refunded.Best regards,[redacted]

Mr. [redacted], Thank you for your inquiry. We disagree with your characterization of the facts and, accordingly, the conclusions you have drawn. Nonetheless, we continue to offer a refund for August 2016, September 2016, and October 2016 pursuant to the terms of the termination letter (attached below) we sent you previously. We hope [redacted] will avail itself of that offer.Thank you.

It is unfortunate that this customer ended up in a financial predicament, but in no way was she tricked or deceived and she made the decision to upgrade of her own free will. Outside of our terms of service that the client agreed to, which state no refunds (https://www.bigcommerce.com/terms), there...

is nothing deceptive that could have encouraged purchase of something unintentionally.  Specifically noted in our terms should be section 7.3 that states "The billing cycle begins on the day Customer converts to a paid store (the "Billing Date") and is due on that day each month, partial year or year thereafter, depending on the Service plan selected and billing terms for individual Services."  Per refund policies, please see sections 7.1 and 7.4.This customer has started trials with us on 5 other occasions, none of which were upgraded, though several are still active.  She has been a trial customer across multiple stores as early as 10/18, several weeks prior to the store in question.  Upon upgrading that store there are a few directions she could have gone, which are addressed below:Our pricing page is very straight forward: [redacted]Upon trial creation, the messaging is very clear that you can pay straight away if you want to skip free trial: [redacted]Upon creating a trial your store is immediately provisioned and you can see how many free days you have left: Should you start a free trial and then click the upgrade button, the prices are clearly displayed within the control panel: [redacted]Upon clicking the upgrade button, the customer's current plan and potential plan prices are clearly displayed: [redacted]Upon proceeding the credit card screen clearly states "Bill me every month for [PRICE]": [redacted]In short, the customer was very familiar with the Bigcommerce trial process with this having been her 6th, and she followed steps that were very clear and very deliberate to be able to pay.  She also agreed to our Terms of Service upon store creation that clearly state how our billing works and that there are no refunds.  She also could have called, chatted, or emailed our 24/7 support team to ask questions.  Nowhere did we state billing would begin in the future, and we clearly stated that the customer had several days left of a free trial.  Though not particularly relevant, this is exactly how other SaaS shopping cart providers work.  There is nothing non-standard or deceptive about it.  The overdraft is unfortunate, but that is the customer's responsibility.

Complaint: [redacted]
I am rejecting this response because: Can you detail for me how you disagree with my characterization of the events and the conclusions?You are aware that [redacted] made promises and assurances to myself and other clients that were not delivered. Is that not true?Can you acknowledge that Bigcommerce couldn’t carry out the featureset and the “lock-in” that Mr. [redacted] promised via email and promised orally?You are aware that Mr. [redacted] assured us that the platform would have saved/stored credit cards through Braintree/Bigcommerce. Is that not true? If the features were not delivered and the product/service not as assured, are we not owed a refund since our decision-making was based on those features essential to our customer base?Did you have knowledge that myself and other clients were promised things by Mr. [redacted] that went beyond what Bigcommerce could carry out?

Complaint: [redacted]
I am rejecting this response because:I will try to address your responses one by one. 1) On 1/27/2015, client responded to his post-surveymigration and stated that his 301 redirects were correct:[redacted]  Had no idea I hadthese problems at this point. I looked at them, and they looked correct, butdid not notice the commas. 2) On 1/28/2015, client reaches out stating that hey has corruptedhis images [redacted] ). The images are re-migrated free of charge.  There was no mention of any issues with 301redirects.  I was not aware ofany SEO problem at this point, the site was not, or had just gone “live”(domain transfer) However, this confirms there was corruption in the migration.Not sure where you find that this was something I did. That is not how Iremember it. I have an email confirming that you had re-run the migration tocorrect the missing images.  3) Between 1/28/2015 and 3/4/2015 the client had 18 supportcases without mention of his 301 redirects.-              SeeAttachment “Point 2-1” Email Dated 2/11 to [redacted] detailing issues that Ihad been attempting to resolve.-              SeeAttachment “Revdex.com Point 2-2” Email Dated 2/5 sent due to fact support could notresolve issue.-              4) Client contacts on 3/4/2015 and 3/6/2015 complaining of404 errors caused by his 301 redirects. Here, he claims that the migration had improper 301s.  However, this is over two months later, andlong after Pro Stores has been shut down (it was shut down on 2/1/2015), andtherefore would be impossible to re-migrate either way.  Responding to case #[redacted], client stateshe removed all 301 redirects and changed them himself, resulting in sitewide[redacted] Actually this says that 1)            Therewere malformed addresses on the 302 redirects causing 404’s2)            Shows anexample of the addresses with the commas in them.3)            That Ihad to remove them manually (as I remember 7000+)4)            That Iuploaded a file I built5)            Everythingis fine (the redirects uploaded work)6)            But theyare showing up in Webmaster tools (causing 404 errors as shown in thescreenshots)7)            Iprovided screenshots of that.8)            This isthe problem I still have today. Client was asked to provide a file including the errors sosupport could provide further assistance, but the case never gets a responseand is closed on 3/18/2015.  File was attached to the email you are referencing, withscreenshots. See attached “Revdex.com Point 4” 5) Client doesn't create another case or respond to previouscase until 3/22/2015 when he contacts requesting a manager callback.  The client speaks with multiple supervisors,placing the blame on his Bigcommerce migration, despite having approved itpreviously and never raised it as an issue prior.  We have no evidence to that effect and noability to re-migrate at this point in time.     I think the priorresponses address this. 6) On 3/30/2015, in an effort to make sure the client feelssupported, client is provided a $300 SEO audit free of charge.    I have Never hadany results from any results of any audit with any recommendations or help. 7) Additionally, on 3/31/2015, client is provided a $450 credit(3 months).     [redacted], havingseen the problem and its impact committed a 1000.00 initial credit and nocharges until problems were resolved. This was verbal, over the phone. “Youhave been more patient and kinder than I would ever be given what I see”  That is a quote. I am an easy going guy. Havenever been unruly or unreasonable. Just asked for help. 8) On 4/2/2015, following the SEO audit, the client spoke to[redacted] who consulted regarding the results.    This consultation was again provided freeof charge.  Client tells [redacted] that he isdoing work on rebuilding his product pages.    I spoke to him,because I called him to let him know I was optimizing the product pagedescriptions, for all of my items 5000 +/-, and wanted to see if he had anyinput before initiating this huge process. Trying to do anything I can toimprove the recovery time once problems are fixed.  There were no results discussed whatsoever. 9) On 4/21/2015, [redacted] reaches out asking about the progresson product pages; receives no response.     Responded on 10) On 4/27/2015, [redacted] again reaches out asking for anupdate; receives no response.  Case isclosed.         ??? This emailis a support phone call one minute survey, as a result of the call on4/21.  See attached “Point 10” Also follow email thread “[redacted]” 4/28 11) Client contacts support 3 more times in May and June,never mentioning any of the above.  Nofurther contact is received on the matter.               June3rd Email From me to [redacted]:           “Does anybodyhave any direction?  Can I please getsome help of some kind? See attached email “Point 11”             June 5themail from me to [redacted]:   I just need help. Ihave had ZERO. Nothing has happened. Period. No calls, no emails, no changesexcept for the worse. This started with me asking for your process server, due tothe data being corrupted in the migration, me begging for help as my businesswent away, and getting no help. The promise was full use of the seo team to help figure out"what happened" because we were unable to achieve through support(although they were great and tried hard)To refresh you....  my data was corrupted in the migration. In specific, the 301 redirectshad commas in the urls, so they were invalid and did not work. No one couldhelp. My sites urls were also changed from www. to no www. so all advertising,inbound links, etc. were gone. In addition google basically trashed my SEO tonothing, I think, due to the above plus a bunch of 404 errors I see inWebmaster tools.  I went from 80% page one exposure across 6000 items withover 10k pages being indexed. to 2000 pages indexed and falling with 1500 404errors. So far support could not help me figure out where they are coming fromor why my rankings have tanked.I had employees and income. I now have a job and noemployees.All I have ever wanted was help. I have been patient. I havebeen respectful. I have gotten the best your support had to offer, but theproblems are beyond their abilities.I asked for help from your SEO team. The answer was no,without paying $200.00/hr which of course was not available to me given thetotal crash of sales & income.At this point, I asked support for your process serveraddress for a small claims case so I could pay for help as I could no get anyfrom Big Commerce. (last resort, I have no desire for this I just want help)The support person gave you my information, and you contacted me.I have done what I can. Untold hours trying to unwind whathappened. I finally gave up on seo, and have went multi channel. This has a lotmore headaches and fees. It has brought income to the table. I have optimizedmy adwords and shopping campaigns. That has helped, with a cost as well. WhileI understand that there would be some affect on SEO from the migration, thiswas not expected, and at least with my abilities, and supports best efforts, Iam unable to fix what was broken. Please help!!!   No Response. June 13th email: Mr. [redacted],     I have beenpatient. I am done being patient. I really think your company has mistaken mykindness and patience for weakness. I assure you, this is not the case. If I do not have the help promised from your SEO &Engineering teams in the next 5 business days I will pursue any and everyremedy available to me.   I will sue your Company in [redacted] County small claims court, and pursue online remedies with theRevdex.com and anyone who will listen.  This is the last thing I want to do, but it has been months,with very little to no action at all, and no results.       12) Our terms of service(https://www.bigcommerce.com/terms)section 7.4, agreed to by the client, clearly state all services arenon-refundable.  "Fees for prepaidServices are based on Services purchased, regardless of actual usage andpayments made for such Services are NON-REFUNDABLE. BIGCOMMERCE DOES NOTPROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL DAYS, MONTHS OR YEARS AND DOES NOTPROVIDE REFUNDS TO CUSTOMERS WHO DO NOT USE THEIR ACCOUNTS OR LOG IN." It is likely true emails to [redacted] have not gotten response,as we work through cases (not personal email) and [redacted] is no longer working asan SEO specialist.  While there has stillnever been any information provided that indicates the client's search engineranking has been adversely affected by Bigcommerce (and in fact multipleinstances of the client stating he created his own issues), we have still goneabove and beyond in trying to help the client rectify any perceived issues and feelfully supported by our team. Additionally, despite no requirement to provide remuneration based onour Terms of Services, Bigcommerce even provided an exceptionally largecompensation package.  It is our beliefthat we have done everything possible, and then some, to satisfy anyobligations.  It should also be notedthat the client has never cancelled his services with Bigcommerce, and stillmanages this site (as well as two others) with us.   I have never said I do not like the Bigcommerce product, becauseI do. I have no desire to leave,  unlessthe structural issues beyond my understanding and possibly control cannot becorrected.  I believe the above clearly demonstrated patience andresponse. I have honestly never had one, not one, recommendation, fix, oridentification of the problem. I was sent to [redacted], because it was beyondyour support teams ability to resolve the issue. They are great. This wasunique to them. It may not be listed, but there were many discussions with manyteam members on nearly every support call I made early on. The primary call mayhave been say categories not displaying properly, but I would ask them if theyhad any ideas on it. Since there was an open ticket already and I let them knowit was being worked on, they may not have listed it.  I also hired outside SEO Experts who couldnot help as they could not find the URL’S with the commas either. Cannot figureout where they are being reported from. I have dropped the issue for some time as it was clear Iwasn’t getting anywhere, and went to multi channel, and adding more product fora source to replace the income.  Read the emails I have attached carefully. There has been ahuge price in time and lost revenue. I really believed [redacted] and was happy whenhe was assigned to this. I have never wanted anything more than help. If you are not going to help, then please just say that. Ihave to start looking for a new provider for my sites. Truly is not what I wantto do. I have put a lot of time in here, but I will do what is necessary.
Regards,
[redacted]

Hello,
We have responded a few times over email to get this client's issue resolved.  We are not sure why they aren't getting our emails.  If they call Billing Monday through Friday between 9am and 5pm CT and ask for Abbey, they will get their issue resolved.   Our support phone...

line is:    ###-###-####.   
Thanks,
[redacted]

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

Hello,
This client violated our terms of service with one of their sites.  We terminated that site on October 28th .   With regards to the second site mentioned, the customer has provided no documentation to support the claim. One of our Billing Representatives emailed him telling him to provide docs regarding the second site but he's been unresponsive.
Best regards,
[redacted]

Apologies, there have been several updates via case, but perhaps there's a disconnect on that.  Our Account Services manager will reach out and explain the situation as well.

Complaint: [redacted]
I am rejecting this response because:- Your email only support while perhaps outlined in your policies, was not brought to our attention(this dispute is the first we were ever referred to see the policies, although maybe perhaps years ago when we first signed on, it was indicated). In fact, there appeared to be an almost deceptive attempt on your end to hide the fact we could never actually talk to a tech. This was asked for on several occasions and you skirted the issue by allowing an in house sales person to handle our tech inquiries via phone on occasion, then forward them along via email to a tech. And again, its just poor business practice to have to wait 8-12 hours for support of such a basic product and immediate need. - We understand you do not provide SMTP server support, but again, as appears to be ignored in this correspondence, we had no issue with our SMTP until we upgraded to your newest version. As you continue to ignore the issues stated and you can point to your policies, the reality is as you stated in your last response, your product and support may not be right for all clients. In recognition of this, the right and honorable response would be to give us a refund since you see you do not have the right product or support for us. As a businesswoman myself, I have done this on several occasions, recognizing what I have is really not right for the client and since they are not actually using my product, why would I keep their money? Especially after this has cost us so much (6 months!) of no email marketing capabilities.
Regards,
[redacted]

We reviewed your issue and indeed there has been a technical glitch that allowed your store to be billed while in a "cancelled" state.  We've resolved that issue so you should not see any additional charges going forward.  A refund has also been created so you should see the money reach...

your account in 3-5 business days.  Apologies for the inconvenience and confusion.

Complaint: [redacted]
I am rejecting this response because: I have already talk to your legal team and they did not do anything. I have even provide them proof that they never bought item from the brand company and they are selling the item they never bought from the brand. You guys are providing them space to open business and then do not care what they do. Credit card charge back is not just the option you should stop these people to stop selling knock off items. You guy are helping them to sell knock off items.
Regards,
[redacted]

Bigcommerce is a Software provider, and we do not sell products directly to the consumer.  Unfortunately, there can be instances of people trying to use that software in inappropriate ways (such as selling counterfeit products), and such behavior is strictly prohibited by our terms of service...

[redacted].  You can certainly lodge complaints about any store by emailing our legal team at [redacted], but we do not manage that business or its products, we are a software company.  The relationship is similar to going to a neighborhood brick and mortar store - the product is the responsibility of that store, not the person that owns the building and leases space to that store.  If you received something counterfit I would advise lodging a complaint with the proper authorities and as[redacted] for a chargeback from your credit card company.

Complaint: 10378796
I am rejecting this response because:As illustrated in the attached screenshot, the $323.55 refund has been received, but the $107.85 refund has not been received since the company's response on 1/20/2015. Thank you.
Regards,
[redacted]

Hello, 
This was a misunderstanding in which a Client Care representative actually attempted to go above and beyond for this client.   What she is claiming is not true as she misunderstood the situation the whole time.   She became very abusive with our staff which violates our...

terms of service.  We issued a refund of $29.95 on October 13th.
Thanks,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
My complaint to the business itself was responded to and the second site infringement was handled by the site owner. This action is satisfactory to me.
I appreciate the action and respect for the copyright owner's content by BigCommerce.
Regards,
[redacted]

The case number previously provided can be responded to at any time.  We have notified you of resolution, tried calling and leaving voice messages, and provided case documentation (including an additional case now, #[redacted]).  You can also see your plan type (now downgraded) in your billing area, and you will see the refund on your account within 3-5 business days (depending on your bank).

It sounds like there was some miscommunication with that particular representative.  I'm having their manager reach out today and we can get things resolved for you to your satisfaction.