BigCommerce, Inc.

We disagree with the characterizations made.  Two stores were indeed started on this account.  One was on a promotional plan of 2 free months, then eventually paid 1 month.  The other was a trial that never upgraded to a paid plan.  We received contact on 3/9/2018 after the...

upgraded store was charged the first time after its promotional period, as documented in case #[redacted], asking that we cancel both active stores.  Both stores were cancelled, though the trial store had never been charged.  While there is a claim that the store was previously cancelled, we have no record of contact between conversations in January with our Sales teams to open the account, and the cancellation request on 3/9/2018.  At any time prior to the first payment the account could have been cancelled using our self-service cancellation option or by contact our support teams via Phone, chat, or email 24/7.  Since no such request was made, the first and only charge went through and refund of that charge was denied per our agreed upon Terms of Service.  The stores are now cancelled and no other charges will be applied.

Complaint: [redacted]
I am rejecting this response because:They charged me $79.95 for 1 month of hosting which was never used.They also charged me $325 for a migration that never happened.I am due a full refund for both $79.95 and $325.00They refunded the $79.95 for the 1 month of hostingHowever, they did not refund the full $325 for the migration. They only gave me $245.00 for the migration. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I need a confirmation that I am not being billed for this $29.95 unpaid invoice or any other amount. Please confirm and we can close this case.Regards,
[redacted]

It looks like there was an issue on our end with this case, apologies.  Our Account Services team lead has reached out via case [redacted] and resolved the issue.

Please direct any further communications regarding this matter to Ms. [redacted], who will be returning to the office next week.

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]

Thank you for your inquiry. We disagree with your characterization of the interactions to date, but would welcome the opportunity to assist you further. Please verify the account you wish to cancel in accordance with our previous correspondence or fill out the self-service cancellation form here: http://bigcommerce.force.com/SubmitCancellationCase. As we have noted earlier, we are unable to cancel an account without authenticating the user who is attempting to cancel the account.Alternatively, please feel free to direct correspondence to [redacted]@bigcommerce.com.

Complaint: [redacted]
I am rejecting this response because:
Well I thank you for a definitive answer. That is a first. One thing I have never heard, are any results or recommendations of any kind in your responses. I can now plan how to resolve my issues knowing that there will be no assistance. Support channels were exhausted. That is why I was referred me to [redacted]. From that time forward, I never had one solution or suggestion offered, and was never told we can't do anything for you. I was left hanging for months.To suggest that the commas inserted in the URLS are anything but a migration data issue, well, I am not even going to address that.To suggest that the immediate 404 errors in Webmaster tools is a coincidence, I am not addressing that either.To suggest that because I signed off on something before problems were identified means they never happened, and deserve no assistance....  I'll leave that one alone as well.  To suggest that all I have ever wanted is money is laughable. Read the emails. "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."Anyway. I can deal with the facts. Thank you for letting me know. That has been a long time coming.
Regards,
[redacted]

We don't dispute that a downgrade was requested, but due to a clerical error, was not processed.   However, case #[redacted] was created on 3/30/2016, so the timing is not accurate.  We have several contacts prior to this time, none of them requesting a downgrade.  The mistake from...

that point forward will be corrected, and the six payments (totaling $300.00) are being refunded.  You should see them hit your account in 3-5 business days, depending on your bank.

Complaint: [redacted]
I am rejecting this response because:I have sent all documentation to the BigCommerce partner program manager. It is not my responsibilty to keep sending it over and over again.Simply call the client that I refered and ask them. Ask for [redacted] Tell him [redacted] wants to know who originally referred him to Bigcommerce to set up the website account. Or maybe Revdex.com can do that? I will give his number on next response if necessary.
Regards,
[redacted]

I will once again state that this is not our theme, it is a theme built and supported by a third party (as acknowledged by the client).  The WYSIWYG editor works as intended, but if you are adding non-responsive items into a responsive theme, you need to make sure CSS and other code elements are adjusted accordingly.  In essence, the client is adding non-responsive code and wanting it to become responsive, but we do not claim whatsoever that a WYSIWYG editor has such capabilities.  Not all themes are responsive (nor are they advertised as such) so the system cannot automatically assume what the client added is responsive and write code automatically.  These are items added by the client and handled by that particular theme however that theme developer has seen fit.  These items added by the client need to be managed by the client.  If the client cannot handle this themselves, we advise using a third party designer or reaching out to the designer of that theme.  We have offered to pair the client with recommended partners, we have referred them to the designer of the theme, and we have even offered to go outside of our terms of service to refund the theme and/or provide a replacement.  The client has refused all reasonable efforts to assist outside of us designing his site for him.  We are not a design service, we are a software provider.  We simply do not have the appropriately trained/certified staff and resources to redesign a theme for this client just because they do not want to work with their theme provider.  Again, it clearly states upon purchase that this theme is designed and supported by TemplateMela: [redacted]   The client agreed to our terms of service (https://www.bigcommerce.com/terms) at sign up, and has continued to agree with them in his continued usage of the software, and those terms are very clear about both remuneration and third party services.  The client is welcome to continue to utilize the software with one of the several options above (partner / theme provider / new theme) or we will be happy to cancel their service if they wish to discontinue its use.  We will be happy to help accomodate any of these scenarios, but we cannot go against our TOS to provide refunds, particularly for issues that are not ours, and we certainly cannot provide design services we're not equipped to handle.

Complaint: [redacted]
I am rejecting this response because: I did direct communications to [redacted]. But I haven't heard back from her.
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]

Complaint: [redacted]
I am rejecting this response because: Your statements have not been align with your actions. This account is being investigated by our bank and the charges for August have been reversed and are also being investigated.  Your company push forced the charges on August the 22th because your company knew that the charges were being disputed and therefore, attempted to advance the charges 2 days ahead of the normal charge day.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
 This is a different issue. I have been billed 3x at 79.00 for ssl certificate.

It does look like there was a duplicate invoice on one of the SSLs.  A credit has been issued and will be applied to your upcoming invoice(s).

Hello,Attached is a screen shot that proves we had already refunded this client's $325 in two payments one for $245.05 and one for $79.95.  I have also authorized that their first month of subscription service be refunded at $79.95.Best regards[redacted]Director of Conversion & Retention

Hello,To resolve this client complaint, we have issued a full refund of the amount the client requested- $431.40.  He will receive it in two installments.  One for $323.55 and the other for $107.85 which totals $431.40.  Best regards,[redacted]

What you're referencing is the follow-up case you had with the billing team where you requested "immediate" cancellation.  If you cancel immediately, you will of course not get free service, therefore you have no further access.  When you originally cancelled, an email was sent stating you should back up your data, as highlighted here: [redacted]Regardless, we allowed you to re-enter the store after your last contact, so I'm not sure what the complaint is at this point.  Your store is cancelled and per my previous reference to the Terms of Service you agreed to you are owed no remuneration.  The screenshot you're referencing shows an "unpaid" invoice.  That invoice was created because you requested the account be reopened.  You have not been billed and your account is scheduled for deletion.

Complaint: [redacted]
I am rejecting this response because:1.       Up until this point, we have been able to tolerate Interspire’s support model.  However, we really needed to work directly with a technician to expedite resolution of this particular issue.  The ineffective back-and-forth exchanges prolonged the identification of a resolution to this problem.  Because Interspire does not make accommodation for these circumstances it has exacerbated the problem and caused us to look for an alternative package. 2.       We have not contested that the problem was likely with the server.  However, we do not have the skills to address the problem on our own.  Had we been able to speak with a technician we would have been able to conference in a technician from Media Temple and resolved the problem in a single call.  Using an external SMTP server was not a viable option.  Our desire was to continue to use the SMTP server built in to the host, as we have been able to do successfully for the past 6 years.
Regards,[redacted]