Bigcommerce

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 $on October 13th Thanks, ***

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

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

Complaint: [redacted] I am rejecting this response because:This is simply bad business on your part as a company I have submitted several cases that have not been resolved regarding the WYSIWYG editor on the blog and content pages Your editor does not work within the current requirements of HTML coding for responsive websites and you are advertising everything as fully RESPONSIVE Your own editors are not compliant with current responsive code requirements This is advertising and has caused countless hours of work and setbacks through this whole processPlease refer to case # [redacted] I am currently on the phone with one your tech agents who is attempting to help me with this and he fully acknowledges that your WYSIWYG editors do not work properly but if we just wait until the new year, things will go more smoothly If all of your tech agents can acknowledge the issues, why am I having such a hard time getting these issues resolved? This is bad business on your part.Regards, [redacted] ***

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:I will try to address your responses one by one1) On 1/27/2015, client responded to his post-surveymigration and stated that his redirects were correct: [redacted] Had no idea I hadthese problems at this pointI looked at them, and they looked correct, butdid not notice the commas2) 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 didThat is not how Iremember itI have an email confirming that you had re-run the migration tocorrect the missing images 3) Between 1/28/and 3/4/the client had supportcases without mention of his redirects.- SeeAttachment “Point 2-1” Email Dated 2/to [redacted] detailing issues that Ihad been attempting to resolve.- SeeAttachment “Revdex.com Point 2-2” Email Dated 2/sent due to fact support could notresolve issue.- 4) Client contacts on 3/4/and 3/6/complaining oferrors caused by his redirectsHere, 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 redirects and changed them himself, resulting in sitewide [redacted] Actually this says that 1) Therewere malformed addresses on the 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 errors as shown in thescreenshots)7) Iprovided screenshots of that.8) This isthe problem I still have todayClient 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/ File was attached to the email you are referencing, withscreenshotsSee attached “Revdex.com Point 4” 5) Client doesn't create another case or respond to previouscase 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 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 this6) On 3/30/2015, in an effort to make sure the client feelssupported, client is provided a $SEO audit free of charge I have Never hadany results from any results of any audit with any recommendations or help7) Additionally, on 3/31/2015, client is provided a $credit(months) [redacted] ***, havingseen the problem and its impact committed a initial credit and nocharges until problems were resolvedThis was verbal, over the phone“Youhave been more patient and kinder than I would ever be given what I see” That is a quoteI am an easy going guyHavenever been unruly or unreasonableJust asked for help8) 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 +/-, and wanted to see if he had anyinput before initiating this huge processTrying to do anything I can toimprove the recovery time once problems are fixed There were no results discussed whatsoever9) 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/ See attached “Point 10” Also follow email thread “ [redacted] ***” 4/11) Client contacts support 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 helpIhave had ZERONothing has happenedPeriodNo calls, no emails, no changesexcept for the worseThis 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 helpThe 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 migrationIn specific, the redirectshad commas in the urls, so they were invalid and did not workNo one couldhelpMy sites urls were also changed from wwwto no wwwso all advertising,inbound links, etcwere goneIn addition google basically trashed my SEO tonothing, I think, due to the above plus a bunch of errors I see inWebmaster tools I went from 80% page one exposure across items withover 10k pages being indexedto pages indexed and falling with 404errorsSo far support could not help me figure out where they are coming fromor why my rankings have tanked.I had employees and incomeI now have a job and noemployees.All I have ever wanted was helpI have been patientI havebeen respectfulI have gotten the best your support had to offer, but theproblems are beyond their abilities.I asked for help from your SEO teamThe 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 canUntold hours trying to unwind whathappenedI finally gave up on seo, and have went multi channelThis has a lotmore headaches and feesIt has brought income to the tableI have optimizedmy adwords and shopping campaignsThat has helped, with a cost as wellWhileI 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 brokenPlease help!!! No ResponseJune 13th email: Mr***, I have beenpatientI am done being patientI really think your company has mistaken mykindness and patience for weaknessI assure you, this is not the caseIf I do not have the help promised from your SEO &Engineering teams in the next 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-REFUNDABLEBIGCOMMERCE 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 teamAdditionally, 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 doI have no desire to leave, unlessthe structural issues beyond my understanding and possibly control cannot becorrected I believe the above clearly demonstrated patience andresponseI have honestly never had one, not one, recommendation, fix, oridentification of the problemI was sent to [redacted] ***, because it was beyondyour support teams ability to resolve the issueThey are greatThis wasunique to themIt may not be listed, but there were many discussions with manyteam members on nearly every support call I made early onThe primary call mayhave been say categories not displaying properly, but I would ask them if theyhad any ideas on itSince 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 eitherCannot figureout where they are being reported fromI 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 carefullyThere has been ahuge price in time and lost revenueI really believed [redacted] and was happy whenhe was assigned to thisI have never wanted anything more than helpIf you are not going to help, then please just say thatIhave to start looking for a new provider for my sitesTruly is not what I wantto doI have put a lot of time in here, but I will do what is necessary Regards, [redacted] ***

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

Thanks for clarifying Our Account Service Lead reached back out to the proper email to explain, and the refund was still processed

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

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 https://www.bigcommerce.com/pricing nor on our hosting 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 day trial on 10/28, and chose to agree to our terms and upgrade to a Standard package on 11/ 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/ 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/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 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 cases total, of which were on the 14th and 15th and all pertaining to her cancellation, which have become increasingly aggressive and abusive to staff (i.ecalling 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 "hr" support came hours after her very first ticket Again, a 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

Complaint: [redacted] I am rejecting this response because: Your statements have not been align with your actionsThis 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 days ahead of the charge day 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 themIs 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

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

Again, we disagree with your characterization of the interactions to date, but would welcome the opportunity to assist you furtherPlease 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/SubmitCancellationCaseAs 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 ***@bigcommerce.com

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

Hello, Please see attached for a screenshot from Global Collect, our payment merchant, that proves a refund of $was granted to the card we had on file for [redacted] Best regards, ***

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

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

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

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