BigCommerce, Inc.

This refund was already provided on 5/11.  We will have somebody reach out again today to make sure everything is squared away.

Complaint: [redacted]
I am rejecting this response because: I have now received 92 spam emails from you or your client. They no longer come from [redacted], but from spammers in Delaware. You and I both know there's no way to prove who gave the spammers my email address, especially if using a VPN or Tor. I only know that since I filed the complaint with the Revdex.com on the 11th I've received 92 emails from HyperSocial, HyperVPN and SocialWerk, spammers that I've never received email from before and none caught by Yahoo spam filters. This probably means you attached a signature in the header that makes it look like I signed up for this spam. I've started forwarding spam complaints to the FTC and Delaware Attorney General and will have to do the same with the Texas Attorney General.
Regards,
[redacted]

This is a complaint for pennyscent.com (or whatever company owns that website), not Bigcommerce.  We are simply the software that is being used, we have no affiliation with that company.  I will certainly forward this to our legal department for investigation, but we are a third party in...

this matter and not involved.  I would recommend the customer consider filing a chargeback with their credit card company and potentially notifuing legal authorities if they believe this is a legal issue with this company. Again, Bigcommerce is a completely separate entity and has nothing to do with that transaction.

Please direct any further communications regarding this matter to Ms. [redacted].

The purchase was refunded via case #[redacted], with the refund being started for processing on the 13th, and completing as of the 16th: [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]

Yes, I believe we're talking about the same thing.  I see the duplicate charge, and we have credited your account for the difference.  If there's a misunderstanding about the issue, can you please clarify the concern?

Hello,
Bigcommerce is not responsible for clients that sign up and do not use our software.
Although there is no justification for issuing a $79.95 refund per our terms of service, we have done so in good faith.    It should take 3-5 days to...

process.
 
[redacted]
Best regards,
[redacted]

Hello, In an interest of good faith, we are issuing a refund of $12.27.  It should take three to five business days to process.   [redacted] still does own the domain he purchased for a year.   Best regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:There were two major issues that we had with the support experience:1.      The support was NOT timely.  Even though the responses to emails frequently happened with a day, they were notimmediate.  They were typically 8-12 hours later.  With an application like Email Marketer that has a high level of complexity (web server interaction, client browser integration, email server integration, etc.) it is cumbersome to try to achieve support through email.  Working with a technician through a Join.me session would have likely led to a quick resolution.2.      The technician continues to point to the SMTP server as the culprit.  They fail to acknowledge that THIS problem DID NOT EXIST BEFORE THE VERSION UPGRADE and migration to a new host at the same hosting provider.  We’ve always been able to use the local SMTP server.  Something broke and they did not do a satisfactory job of helping us narrow down the cause.  Instead they point to an external source, which was implemented only because they could not get the local SMTP server working.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Below is a log of all cases that I have opened with BigCommerce since becoming a customer. Your screen grab of case #[redacted] is either falsified or a screen grab for another client because that case number was never communicated to me. I keep very meticulous records and as you can see from the log of correspondence below, that is not one of my case numbers. I also have never spoken to a BigCommerce rep by phone, I have only used the online chat and email communication, so that right there shows that this is referring to someone else. In addition to that, 8/4/2014 (shown in the screen grab) is not one of my invoice dates. My bill was due and paid on 8/2/2014. And in addition to that, why would I have questioned on 7/23/2014 that my bill had gone up when that didn't even happen to my account until 10/1/2014? 
I guess your response will be that once again you have me confused with someone else?
I stick by my word that this temporary pricing was NEVER communicated to me.
At this point I am completely insulted by your customer service and it sure looks like someone on your end is either falsifying this information or has one of the most terrible record keeping systems imaginable.
The ONLY cases that I have opened for the two stores that I had with BigCommerce are the following and NONE of them mention temporary pricing.
July 15, 2014
Ticket Number : [redacted]
Case Subject: I want to change my account from platinum to gold, how do I do that?
July 23, 2014
Cancellation request (for second store, Silver Plan $39.95/mo)
August 2, 2014
Ticket Number : 00325761
Case Subject: Cancellation & Refund of 2nd store (initial cancellation request was not processed correctly and I was charged for another month of hosting)
August 7, 2014
Ticket Number is [redacted]
Case Subject: Abandoned Orders Email Issue
October 15, 2014
Ticket Number is [redacted]
Case Subject: billing issue
Description: Client is asking why her hosting plan suddenly changed from $40 to $70 and yet he is still on Gold plan?
Regards,
[redacted]

Sorry to hear you had a hard time with your third party product import, but unfortunately we disagree with your characterization of the matter.  Case [redacted] was created on 11/7/2017 because you were struggling with an import provided by a third party.  Later that day the case was...

escalated to the next tier of support, who asked some follow-up details on 11/8/2017.  We never received any answer or follow-up to that request by phone chat or email. You later submitted a cancellation request on 11/16/2017 via case [redacted].Tech support would be happy to assist with regard to why you were having trouble with your import, but we do not import data on your behalf and there is nothing systemically wrong with the import process itself.  Regardless, per the terms of service you agreed to, we do not provide remuneration for the services provided: https://www.bigcommerce.com/terms/  Please refer to sections 3.3, 7.1, and 7.4.  If you wish to continue use of the service, our support team can certainly investigate your issues and assist if provided the necessary information, but a refund cannot be provided.

Complaint: [redacted]
I am rejecting this response because: Okay but that was back in October of 2016. Here it is January of 2017. Not one person from Big Commerce will contact me to let me know what is going on. That is why I have to go through the Revdex.com to actually know whats going on.
Regards,
[redacted]

Again, we have no record of this documentation.  We have asked for the basic documentation that has yet to be supplied.  We stated "They're listed in our system as being referred by another partner, and unfortunately the email you forwarded me has no mention of them. Is there any other documentation you can provide?"Since that point we have not gotten any response indicating proper documentation exists.  Until we have that documentation, we cannot change the status, as we don't have any record that the money is owed or that this referral didn't come from an alternate partner.

We can certainly appreciate the inconvenience of these kinds of SPAM messages, however, we disagree with the characterization that we have ignored complaints or have not taken action with this customer.  We have documented interactions and taken all necessary steps both internally and externally, and will continue to do so. If you are continuing to receive messages, please let us know what email address is sending them and we will be happy to continue with our internal processes.

[redacted] reached out yesterday, please continue to communicate directly with her.

A refund was issued for this theme on 3/5/2018, as documented via case [redacted].

It looks like your account was moved back the card after my update.  The Billing team is refunding that charge and will notify you via case shortly when that is processed.

No attachment came through on this response.  If we have an attachment of an email, with headers included, we would be happy to take a look.

This looks like a case of very poor communication on the part of one of our agents, and we certainly appreciate the customer bringing it to our attention.  I think this complaint was made before one of our technical leads had reached out via case #[redacted] to help resolve so hopefully this will...

be a non-issue shortly.  I certainly understand the customer's frustration.  We are resolving now; please accept our apologies for all the confusion, and see that things get resolved via case #[redacted] to your satisfaction.