- Report: #1256737
Complaint Review: BigCommerce - Internet
Reported By:
BlasphemousBill -
Toronto, Ontario, Canada
Submitted:
Updated:
-
Author Confirmed
Why?
BigCommerce
Internet, USA
Web:
bigcommerce.com
Categories:
Business Rating:
(0)
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BigCommerce Unauthorized Credit Card Payments. Refund policy caused me to lose $$$. Was supposed to get call from manager within 48hrs- call NEVER happened. Internet
I am including the letter that i sent to big commerce when they asked me to review their service, then a short explaination afterwards....
"To Whom it May Concern,
Your service is absolutely awful. I will turn people away from working with you. After a number of calls over the past two months regarding a billing/refund claim where you were making UNAUTHORIZED PAYMENTS WITH MY CREDIT CARD. I called in two days in a row (about 3 weeks ago) and following a number of very frustrating conversations, was told that i should expect a call from a manager within the following 48hrs. That call never came. I have been extremely disappointed with the way that i have been treated as a client, and moreso with the way that your company has responded to my claims. I have LOST MONEY by using your service due to YOUR billing systems and policy regarding handling refunds (or lack there of) in a different currency. I will share every detail of my experience with everyone i can, including (but not limited to) the internet community, the marketing/consulting companies i have worked with in the past, and those that i will work with in the future. You, as a company, have made no effort to satisfy me or keep me as a client so I assure you that the next store that i build will not be with you or your service.
Thank you for nothing
regards"
Long story short, unauthorized payments (upwards of $1500 over about 10 charges - a few of which occured AFTER i had made my initial claim) were made due to problems with their billing system. My charges were made in CAD and thus a CAD- US conversion needed to be made. When i was refunded the money (which was a huge pain) they refunded the US balance at a lower conversion rate causing me to lose over $100. When i spoke to them, they initally told me there was nothing i could do, and that their refunding system wouldn't let them refund me the total amount, but only what was converted at the lower rate. By this point i had already been in 3 arguments with them when they offered the difference in store credit. (To which i initially agreed, but when more unauthorized charges showed up, that option came off the table.) This has shown me that they do not care for their clientell (especially if your not a "big company").
More importantly... every company occasionally makes mistakes, has problems, makes technical errors, and just generally messes up. Good companies will work hard to make up for these mistakes, and will make sure that their customers and clientell is happy.
A company shouldn't be judged by the mistakes that it makes, but by the way it rectifies those situations.
BigCommerce does not care about the little guy, and seems to have happily screwed me over. I would not recommend companies and entrepreneurs (especially start ups and new businesses) who are looking for a positive, reliable, professional and friendly experience to use this service.
My next online store will be built on Shopify. I am FINISHED with BigCommerce, and i recommend everyone avoid doing business with this company in the future and try looking into other options instead.
Thanks for reading, and remember- THEY DONT CARE ABOUT YOU
Tread Carefully
