Bigcommerce

Hello, Our pricing model and support policy have been in place since Thousands of previous, and current clients are supported daily based on our first come-first serve email support policyIn our February 11th reply, we illustrated that all delays trying to resolve your issue were from your endWe understand that email based support is not a fit for all clients but that is the only option we offerPhone 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] ***

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)

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 companyAgain, Bigcommerce is a completely separate entity and has nothing to do with that transaction

It sounds like there was some miscommunication with that particular representative I'm having their manager reach out today and we can get things resolved for you to your satisfaction

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

The case number previously provided can be responded to at any time. We have notified you of resolution, tried calling and leaving voice messages, and provided case documentation (including an additional case now, # [redacted] ). You can also see your plan type (now downgraded) in your billing area, and you will see the refund on your account within 3-5 business days (depending on your bank).

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 statement, the link of the picture you provided, does not have a phone number listedLastly, you once again took money from our account without permission nor authorization on 8/22/$ 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 complaints within the last months Regards, [redacted]

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

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,***

Complaint: [redacted] I am rejecting this response because: I have now received spam emails from you or your clientThey no longer come from [redacted] , but from spammers in DelawareYou and I both know there's no way to prove who gave the spammers my email address, especially if using a VPN or TorI only know that since I filed the complaint with the Revdex.com on the 11th I've received emails from HyperSocial, HyperVPN and SocialWerk, spammers that I've never received email from before and none caught by Yahoo spam filtersThis probably means you attached a signature in the header that makes it look like I signed up for this spamI'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] ***

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 possibleOur 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 belowAll times assume the problem has been replicated locally by Interspire's technical support team first:•Level - business hours•Level - business hours•Level - business hours•Level - 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 years oldOver the past 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 previouslyTroubleshooting issues with your web server configuration is outside the scope of our supportWe 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-***) 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."

Complaint: [redacted] I am rejecting this response because: I did not upgrade in JanuaryI 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 FebruaryTheir team refuses to respond to my emails so I have no direct way than to file this compaintAlso it was not a general decline as that was an outright lie as I already said it was closedFinally, their own terms and conditions confirms it is a prepaid serviceSo 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 emailsSo 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 withAll you had to do as a customer courtesy since we disagree on this final issue is adjust it to zeroBe clear I actually cancelled on March 31st and I have the automated email to prove itIt 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 businessSince Jan and [redacted] refuse to respond directly I have no choice but to proceed Regards, [redacted] ***

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

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] ***

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 ***,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, There have been 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 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