Bigcommerce

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: 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 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 years Regards, [redacted]

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 deliveredIs 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/BigcommerceIs 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?

Hello, Bigcommerce is not responsible for clients that sign up and do not use our software Although there is no justification for issuing a $refund per our terms of service, we have done so in good faith It should take 3-days to process [redacted] Best 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-business days, depending on your bank

Hello, this customer signed up for a day FREE trial It's not clear to me what the complaint is The trial expires after days and they are free to purchase at any time during the trial Please refer to our website to see any information about the free trial [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/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 folldetails on 11/8/ We never received any answer or follto that request by phone chat or emailYou later submitted a cancellation request on 11/16/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 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

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

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-days stated by Big Commerce 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 claimOne of our Billing Representatives emailed him telling him to provide docs regarding the second site but he's been unresponsive Best regards, [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: Below is a log of all cases that I have opened with BigCommerce since becoming a customerYour screen grab of case # [redacted] is either falsified or a screen grab for another client because that case number was never communicated to meI keep very meticulous records and as you can see from the log of correspondence below, that is not one of my case numbersI 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 elseIn addition to that, 8/4/(shown in the screen grab) is not one of my invoice datesMy bill was due and paid on 8/2/And in addition to that, why would I have questioned on 7/23/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, Ticket Number : [redacted] Case Subject: I want to change my account from platinum to gold, how do I do that? July 23, Cancellation request (for second store, Silver Plan $39.95/mo) August 2, Ticket Number : 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, Ticket Number is [redacted] Case Subject: Abandoned Orders Email Issue October 15, Ticket Number is [redacted] Case Subject: billing issue Description: Client is asking why her hosting plan suddenly changed from $to $and yet he is still on Gold plan? Regards, [redacted] ***

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 soIf 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

Complaint: [redacted] I am rejecting this response because: Well I thank you for a definitive answerThat is a firstOne thing I have never heard, are any results or recommendations of any kind in your responsesI can now plan how to resolve my issues knowing that there will be no assistanceSupport channels were exhaustedThat 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 youI 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 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 laughableRead 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."AnywayI can deal with the factsThank you for letting me knowThat has been a long time coming Regards, [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]

Thank you for your inquiryWe 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

Complaint: [redacted] I am rejecting this response because: I have already talk to your legal team and they did not do anythingI 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 brandYou guys are providing them space to open business and then do not care what they doCredit card charge back is not just the option you should stop these people to stop selling knock off itemsYou guy are helping them to sell knock off items 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 My complaint to the business itself was responded to and the second site infringement was handled by the site ownerThis action is satisfactory to me I appreciate the action and respect for the copyright owner's content by BigCommerce Regards, [redacted]

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

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