BigCommerce, Inc.

The cases you're referencing are not what I'm referencing.  Case #[redacted] on 5/10 provided a $79 credit based on your duplicated SSL charge.  I will have somebody call you to clarify.

Unfortunately, we have no record whatsoever of the cancellation this client claims to have made, and they are not eligible for a refund per our Terms of Service [redacted] The system does two things automatically upon generating a cencallation: 1) sends an email to the...

client and 2) creates a cancellation record in our billing system. The client has sent a copy of this email dated 2014, but no such record exists. What has been sent appears to be an altered version of the cancellation email just recently sent on 1/22/2016. It contains no record of an email header from 2014.The client purchased on 10/17/2014. All billing system emails are seen here, including dates, and there was no cancellation email from 2014: [redacted]We also have no record of support/billing cases between October 2014 and January 2016, including no cancellation request from 2014: [redacted]Our system's auto-created cancellation requested is dated this January[redacted]
I would also point to our Terms of Service the client agreed to, specifically section 7.4:"A valid credit card is required for accounts to process payment. Bigcommerce will automatically charge Customer's credit card on file based on Customer's billing cycle (monthly, partial yearly or yearly, depending on the Services selected and billing terms for individual Services) until Customer validly terminates the Services. Fees for prepaid Services are based on Services purchased, regardless of actual usage and payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE 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."and 7.6:"It is Customer's obligation to review all charges for accuracy. Customer has 30 days from the date of billing to contact Bigcommerce and/or dispute the charge. Failure to do so within the specified time frame will constitute Customer's agreement that all charges are valid and Customer thereby waives any claims it may have had regarding such charge."If we had a cancellation request from 2014, we would be happy to explore other options (given it would have been our clerical error), however no record of any call, chat, or email exists from that time frame.

Complaint: [redacted]
I am rejecting this response because: There is nowhere I can actually check the resolution of this case.  I tried to call the number provided to a [redacted] with no response.  I would just want the refund and the downgrade - verify that this has been done instead of sending me broken links and agents who are unavailable to answer the call to tell me the resolution of the case. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  First, you said the account was active and stated that your services had been used on a website, you included the link to the website and the link was nothing more than a picture with the company name.  Second, you stated that it was the same phone number on the website being used, that was also a false statement, the link of the picture you provided, does not have a phone number listed. Lastly, you once again took money from our account without permission nor authorization on 8/22/2016 $24.95.   The statements you have been making are false, not accurate and have been deceiving from the beginning, your company has been withdrawing money from our bank account without authorization, permission or approval.    Please allow this notice to serve as formal legal notice to demand you discontinue taking money from our bank account and return the funds you have taken from our account without authorization.    Your company has been referred to the attorney general's office of Texas and further actions will be taken to correct the actions of your company.  There are many company, individuals and customers complaining about the very same issues I am having.  In advance we acknowledge that your liability will be a forgone conclusion and hereby request that the Revdex.com look into the business practices of your company.  Your company currently has over 37 complaints within the last 12 months.     
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, Our pricing model and support policy have been in place since 2009.  Thousands of previous, and current clients are supported daily based on our first come-first serve email support policy. In our February 11th reply, we illustrated that all delays trying to resolve your issue were from your end. We understand that email based support is not a fit for all clients but that is the only option we offer. Phone support is not an option we offer with our Email Marketer software.  Our support team is an expert on Email Marketer.  We are not experts in server configurations, STMP setup, or firewalls issues.  Any issues with your web server or STMP provider would need to be resolved on your own.  This is defined in our support policy[redacted]What is not supported?We do not provide technical support for:Configuration/installation of Apache, IIS, MySQL, Oracle, MS SQL Server, etcEnabling/disabling PHP settings on your web serverDebugging of mail servers or mail server configurationsBest regards,[redacted]

Hello,We do not agree with the client's rejection of our initial response.  Please see our new response below:  1) Interspire Email Marketer is not priced to provide synchronous support such as phone, chat, or join.me sessions.While Interspire's technical support department does not operate on a time-sensitive service level agreement (SLA), we do endeavour to provide all customers with a time-to-resolution as close to zero as possible. Our technical support department in Austin, Texas operates between 8:30am-5:30pm CDT (GMT-6) Monday to Friday.A general guideline for response time is shown below. All times assume the problem has been replicated locally by Interspire's technical support team first:•Level 1 - 8 business hours•Level 2 - 12 business hours•Level 3 - 12 business hours•Level 4 - 16 business hoursMore information on the Interspire Support Policy can be found here:[redacted]2) You have listed two potential causes for the local mail (PHP mail() Function) to fail.   The first is an Email Marketer upgrade.  The second is you moved the software to a new host (same provider).Email Marketer upgrade.The software version you were running was over 6 years old. Over the past 6 years there have been numerous bug fixes and security patches added to Email Marketer.  There have also been several changes to the PHP programming language and best practices for sending email.  Any of these factors could cause the PHP mail() function to work differently than the version you were using previously.  The optimal method for sending mail from both an efficiency and deliverability aspect is to use the SMTP option.New host (same provider)The second potential cause is the new host (server) you moved Email Marketer to.  Different hardware, PHP version, MySQL version, server configuration, etc could also cause Email Marketer to work differently than it was previously. Troubleshooting issues with your web server configuration is outside the scope of our support. We have confirmed with our Jan 16th reply that when using a different SMTP account sending email is working correctly.  This confirms the issue is not software related but a problem with either the server configuration and/or your SMTP account."Jan 16th - (Interspire-[redacted]) Advised the client that their web server port was OPEN and sending out correctly.  Their SMTP account was providing an error message "Mail server not accepting our connections:".  We tested a different SMTP account and the software worked correctly.  Advised the issue is tied to their SMTP account not the Email Marketer software and they would need to contact their SMTP provider for more details."

I'm afraid I don't really understand the customer's point about bandwidth and storage.  They were not given any account restrictions around these items, nor were they ever charged any kind of overages.  There is also no mention of any advertised "speed" on our pricing page:...

https://www.bigcommerce.com/pricing nor on our hosting page: https://www.bigcommerce.com/features/hosting/  I'm not quite sure what they are referring to in that regard, but we offer what we state we offer and that is some of the best in industry speeds and uptime.  They signed up for a full 15 day trial on 10/28, and chose to agree to our terms and upgrade to a Standard package on 11/13.  There was absolutely no indication of wanting to cancel prior to that date, and the customer actively agreed to Terms of Service, entered a credit card number, and upgraded on that day.  If she was unhappy with the service, she did not have to do any of those things (we don't have her credit card number until she upgrades; this was entered manually by the customer on 11/13).The customer cancelled and asked for a refund the following day on 11/14.  Though it can take time to process, the account is in fact cancelled.  We have honored the cancellation, but our TOS clearly state that we do not offer refunds, regardless of how much use you use the service (https://www.bigcommerce.com/terms ). See sections 7.1, 7.4, etc.  The service is active until what would have been the following bill date (12/13) at which point it will completely terminate.  The customer can put it down for maintenance, or we can suspend it for her upon request if she doesn't want anything active.  I see no such requests at this time.With regards to 24/7 support, we do offer such support, and while we do not guarantee replies with any specific timeframe on web cases, we have responded to 99% of our web cases within 24hrs for more than the last month.  The described 404 error was indeed something for the customer and GoDaddy to solve because we cannot fix her registrar records; that is GoDaddy.  We have absolutely no way of pointing somebody's DNS "without their knowledge," such a thing is impossible because we have no idea what your domain name is unless you provide it.  This was customer error.  Regardless, it is still not something that warrants a refund, as per the Terms of Service that the customer acknowledged.The customer has contacted us with 12 cases total, 6 of which were on the 14th and 15th and all pertaining to her cancellation, which have become increasingly aggressive and abusive to staff (i.e. calling agents liars).  Her initial query (the cancellation) was addressed, so I see no need for our agents to engage with somebody verbally abusing them, particularly somebody that is no longer our customer.  The matter is closed.  All of the other support cases (6) were handled correctly and within very reasonable time frames.  Her first complaint about not having "24 hr" support came 2 hours after her very first ticket.  Again, a 2 hour turnaround not something we advertise and our live channels (phone and chat) remain active.In short, this customer has no legitimate complaint about the service.  She does not want to continue with it, which we have accomodated, but there is absolutely no cause for a refund or complaint.  She upgraded of her own free will and acknowledged that she understood the Terms of Service that state no refunds.  This is the exact reason we offer a free trial.

I believe this complaint is quite premature.  We received one contact to our cancellations queue on 7/9 which was responded to within 4 hours.  The client was granted a refund, which is pending now, so there is nothing outstanding that should warrant a complaint.

We're certainly sorry to hear that this particular client faced frustrations in getting their store launched.  Unfortunately, we have to disagree with the client's assessment of the situation, with several reasons listed below.1) The problems described are not platform issues, they are theme...

issues.  We do offer many themes, both free and paid, including those made by Bigcommerce.  However, the client is using (as they noted) a third party theme that clearly states it is created and supported by that third party: http://i.imgur.com/Wlffdvd.png  We even offered to go beyond what our Terms of Service states we need to and offered a refund on that theme should the client choose to purchase a new one, however they chose not to (case [redacted])2) We offer shopping cart software and hosting as our services, not design.  We did try to help where we could with design changes, but over 1/3 of the entire history of this client's requests are design requests.  This no doubt led to some of the delays and frustration with launching, but these are not product or service defects.  The client could have used any of over 100 themes (free and paid), or hired a designer.  We do not state anywhere, nor do we claim to be, professional designers, and the client was referred to professionals/partners on multiple occasions.3) The data migration was approved as complete and successful by the client, so we're not aware of any concerns with it beyond initial feedback that was addressed in the migration process.  It was provided at no charge as a value-added service to Enterprise and completed in July.4) Even if any of the above issues were the responsibility of the platform instead of the theme, they still do not meet the criteria for free services.  Our terms of service (https://www.bigcommerce.com/terms) clearly state any liability restictions.  Section 7.1 states "All payments are NON-REFUNDABLE."  Section 7.4 states "Fees for prepaid Services are based on Services purchased, regardless of actual usage and payments made for such Services are NON-REFUNDABLE. BIGCOMMERCE 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." Section 11.2 begins specifically, "CUSTOMER SPECIFICALLY ACKNOWLEDGES AND AGREES THAT ITS USE OF THIS WEBSITE AND THE SERVICES FOUND AT THIS WEBSITE WILL BE AT ITS OWN RISK AND THAT THIS WEBSITE AND THE SERVICES FOUND AT THIS WEBSITE ARE PROVIDED "AS IS", "AS AVAILABLE" AND "WITH ALL FAULTS"."  Additionally, section 12.2 goes into greater detail with regard to themes as well, "Except as otherwise expressly provided at checkout when licensing a Design Theme, refunds will not be issued to Customers for Design Themes once they are installed on the Customer's store."In short, there is nothing stated suggests anything prevented the client from using their site or launching their store. They had a free trial and chose to upgrade.  They had free themes and chose to pay for one.  They were offered an option to switch themes and refused.  We provided the software, hosting, and support that we offered.  These issues stem from services we simply don't provide or claim to provide.  It's unfortunate, but these are not platform issues, they were business decisions made by the client.

Hello [redacted],Regardless of the status of the account tied to the card, we still need to verify ownership of the account on our side in order to cancel services.  Can the bank provide you the last four numbers on the card for us to verify? To be clear, there is no such process to enter a card during the trial process.  In order to enter a card, one must upgrade and acknowledge the terms of service.  Again, this may not have been you, but somebody upgraded the account on May 22, 2013, after first creating a trial on March 22, 2013.  There have been 3 contacts to our support and billing department in the lifetime of the account, none of which requested cancellation.  Additionally, this is not the first card that was on file.  The account was engaged with, and the card on file changed 3 times in the life of the account.  These took place after invoices were paid, and somebody actively updated the card on file and continuing to agree to our Terms of Service (https://www.bigcommerce.com/terms).  I assure, we're not trying to be difficult or disallow your cancellation and I truly am sorry that the account is causing issues, but this most definitely was an active account, being paid for and updated, and regardless we cannot cancel an account without first verifying the person requesting such action has the authority to do so.  That is for the protection of tens of thousands of our merchants.We need to verify the account and its ownership if we can assist.  If you can provide either the last four digits of the card on file, or the support PIN, we'd be happy to help.

Hello,A full refund was granted to this client on January 20th in an effort to get this complaint resolved.  Please let me know if you need anything else.Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not upgrade in January. I had no interest or sales for outside the US which is the only reason I even used it in December and then paid an upgrade in February. Their team refuses to respond to my emails so I have no direct way than to file this compaint. Also it was not a general decline as that was an outright lie as I already said it was closed. Finally, their own terms and conditions confirms it is a prepaid service. So even if they claim it is in arrears and somehow I was forced into upgrading I was never told by [redacted] that it would be billed in arrears only that I am charged monthly immediately upon upgrading and I have multiple email discussions with [redacted] who also refuses to answer my direct emails. So I guess now I have to start posting multiple negative reviews on review sites, rip off reports, and all over social media, and our mailing lists warning people to avoid this company since they refuse to communicate directly and won’t do the right thing as it is [redacted]’s fault to begin with. All you had to do as a customer courtesy since we disagree on this final issue is adjust it to zero. Be clear I actually cancelled on March 31st and I have the automated email to prove it. It is the little things that make a big difference into just taking care of something when there are discrepancies rather than having to be right when you are in a customer based business. Since Jan and [redacted] refuse to respond directly I have no choice but to proceed. 
Regards,
[redacted]

We have verified that this indeed appears to be a fraudulent transaction.  We have refunded the transaction and are taking appropriate measures with the account that used the card.You should see the refund reflect in your bank within 3-5 business days.Apologies for any inconvenience!