BigCommerce Credit Card Processing Reviews & Complaints
Company Overview
BigCommerce also referred to as “Big Commerce” and, formerly, “InterSpire,” is an Austin, Texas-based merchant account provider specializing in e-commerce solutions for small and mid-sized businesses.
BigCommerce has partnered with a number of other businesses, including Bloomreach, and has made a number of acquisitions, including BundleB2B.
BigCommerce Payment Processing
Like its competitors, BigCommerce offers a huge array of website themes and an app store with numerous add-ons and plugins available. One notable feature of the company's service is the fact that it charges no transaction fees on top of those charged through third-party processors like Authorize.Net, meaning that merchants will not pay extra if they choose not to use a Braintree/PayPal account. The company's e-commerce features include single-page checkout, Apple Pay integration, real-time shipping quotes, and an abandoned cart saver tool. BigCommerce also prominently advertises its SEO and marketing services, which include promotions and coupons, email marketing, SEO tools, social media marketing, and multi-channel marketing. Like Shopify, BigCommerce offers merchants debit and credit card processing through an online shopping cart, web store creation and customization, sales analytics, marketing, and SEO assistance, and inventory management.
BigCommerce Payment Gateway
The company's preferred payments partner is Braintree/PayPal, but merchants can integrate their BigCommerce stores with payment gateways from a wide variety of other highly rated third-party processors including Apple Pay, Adyen, Amazon Pay, among others. BigCommerce can also be integrated with Square and ShopKeep for users who require point-of-sale options. The company does not offer a POS app for retail merchants at this time, making it exclusively an e-commerce solution.
Native Payment Integrations
BigCommerce offers native integrations with popular payment gateways like PayPal, Stripe, and Square. Businesses can select their preferred option directly within the BigCommerce control panel.
Multi-Currency Support
The platform offers support for multiple currencies, which is beneficial for businesses that operate in multiple countries. Customers can pay in their local currency, improving their shopping experience.
Security Features
Security is paramount when it comes to online payments. BigCommerce adheres to PCI-DSS compliance standards to protect payment information.
Hosted Payment Pages
BigCommerce enables businesses to use hosted payment pages, thereby reducing the burden of PCI compliance. This means that the payment information is processed securely off-site, allowing merchants to focus on other aspects of their business.
Additional Payment Methods
Apart from credit card payments, BigCommerce also supports alternative payment methods like digital wallets and direct bank transfers.
Fraud Protection
BigCommerce offers integrated fraud protection features, allowing businesses to flag suspicious transactions for review or automatic denial.
Location & Ownership
Brent Bellm is the CEO and Steven Chung is the president of BigCommerce, which is headquartered at 11305 4 Points Dr, Building 2 Suite 100, Austin, Texas 78726.
Video Summary
| Pros: | Cons: |
|---|---|
| Competitive processing rates. | Initial learning curve. |
| No transaction fees. | Not the cheapest platform. |
| Multiple payment gateway options. | Limited add-ons available. |
| Mobile optimized solutions. | Locked into BigCommerce. |
| Global payment support. | Complex inventory management. |
| PCI compliant integrations. | Higher sales increase subscription cost. |
BigCommerce Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | 50+ |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | Poor Service |
| Recent Lawsuits | No |
Low-to-Moderate Complaint Volume
Our research reveals more than 50 negative BigCommerce reviews available online, where some customers describe their experiences as unsatisfactory, using terms like ‘ripoff’ or ‘scam’. These complaints predominantly concern issues with the software, unexpected fee increases, subpar website development, and customer service that is sometimes unresponsive or ineffective. Notably, the complaints regarding customer service are from merchants who experienced challenges in connecting with a live representative or obtaining swift problem resolutions from BigCommerce support. Both merchants and professional reviewers share grievances about the software and its SEO capabilities, suggesting a disparity between actual performance and what is advertised by BigCommerce. For readers who have their own experiences with BigCommerce, sharing a review in the comments section could provide valuable insights to others.
BigCommerce Litigation and Regulatory Compliance
As of our latest review, there are no public records of class-action lawsuits or formal complaints with the Federal Trade Commission (FTC) against BigCommerce. Clients who have grievances but prefer avoiding litigation may consider reporting their experiences to relevant supervisory organizations for a non-litigious resolution.
BigCommerce Customer Support Availability
BigCommerce provides various support channels, including phone support, email support, a community forum, and an FAQ section. While BigCommerce’s customer service team is not prominently active on consumer protection websites, they do engage with customers through social media platforms to some extent. This proactive approach in customer interaction is commendable.
BigCommerce Contact Information
- Toll-Free General Customer Service: (888) 699-8911
- Sales Inquiries: (888) 248-9325
- Support in Australia, New Zealand, and Singapore: 1800-821-758
- UK and Europe Support: 0808-189-1224
- Other International Sales and Support: +1-512-758-7588
Additional Support Resources
- Customer support form
- Live chat service
Comparatively, BigCommerce’s array of support tools is more comprehensive than many of its e-commerce competitors, yet it may not reach the benchmark set by the industry-leading merchant accounts for outstanding customer service. We encourage businesses considering BigCommerce to utilize the company’s 15-day free trial. This trial period is an excellent opportunity to thoroughly evaluate the product and minimize potential customer service issues in the future.
BigCommerce Online Ratings
Here's How They Rate Online
| BBB Reports | 38 |
|---|
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
30 Complaints
BigCommerce is no longer accredited with the Better Business Bureau since 2010 and is currently showing a grade of “C-” based on 30 complaints in the last 36 months. BigCommerce resolved 6 complaints to the satisfaction of the client, while the remaining 24 either were resolved to the dissatisfaction of the merchant or did not receive a final response from the client.
What Merchants Say
BigCommerce has also received 8 informal reviews to its profile, 7 of which are negative and 1 of which is positive. The most recent review describes issues with payments and customer support:
We have had our account with Big Commerce for nearly 20 years. In the earlier years, tech support was great. Not so much since then. Recently, in the past few months, they upgraded their UPS shipping software and never notified their customers they were doing so. This ‘upgrade’ PREVENTS anyone from placing an order and we have been wracking our brains why our sales have dropped to absolutely ZERO for months!! We have had multiple conversations with UPS and Big Commerce, and supposedly taking the matter to a higher tiered support and it’s been nearly a week and still NO ONE has responded! This is AWFUL CUSTOMER SUPPORT!!! I can’t believe they change something in their shopping cart, don’t notify their customers, continue to charge them monthly, and knowing full well that it prevents people from placing an order as the new UPS upgrade will not provide a shipping quote!!! We are beyond furious!
Businesses that are having issues with their account should review options for top-rated e-commerce platforms.
A “B” Performance
Given the company’s complaint totals and resolution ratio, we have slightly adjusted the BBB‘s rating to a “B.”
BigCommerce Fees, Rates & Costs
A Closer Look at The Contract
| Cancellation Penalties | No |
|---|---|
| Monthly & Annual Fees | Yes |
| Processing Rates | Variable |
| Equipment Leasing | No |
BigCommerce Monthly Plans
BigCommerce presents four service packages at different price points. Businesses can opt for $29/month (Standard), $79/month (Plus), $299/month (Pro), or a customized plan under the Enterprise pricing tier. Additionally, businesses can avail of a 10% discount by committing to a yearly subscription upfront.
BigCommerce Pricing Structure
BigCommerce prominently showcases its merchant account pricing facilitated by Braintree, ranging from 2.2% plus $0.30 to 2.9% plus $0.30. However, businesses retain the freedom to negotiate pricing independently through alternative payment processors and then seamlessly integrate their merchant accounts with BigCommerce. The incremental increase in monthly fees corresponds reasonably with the addition of supplementary features across packages. The company operates on a month-to-month basis, devoid of any early termination fees or setup charges.
Reports of Price Adjustments
Several complaints posted over the past two years allege significant, unforeseen hikes in monthly fees by BigCommerce. It remains unclear whether these sudden escalations pertain to overage costs incurred by specific merchants post a bustling holiday season or signify a widespread pricing adjustment by the company. Despite these sporadic reports, overall customer sentiment regarding BigCommerce’s pricing appears favorable, with most users expressing satisfaction with the prevailing rates and fees.
BigCommerce Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Uses Independent Resellers | No |
|---|---|
| Telemarketing | No |
| Misleading Marketing | No |
| Discloses All Important Terms | Yes |
In-House Sales Team
BigCommerce appears to primarily market its services through its website, through an affiliate program, and through strategic partnerships with other businesses. The company does not appear to employ in-person or outbound sales staff, and there is currently only one negative BigCommerce review online that describes client issues with the company’s advertising tactics. In this case, a customer was initially contacted through a cold call and was unhappy with the service ultimately provided.
No Deceptive Quotes
The company lists a large number of rates and fees on its website, and there is no evidence at this time that these rates are deceptively quoted. It should be noted that the company’s claim of “no transaction fees” only refers to the fact that it does not charge an additional markup above third-party payment gateways or merchant accounts. Businesses will still have to pay transaction fees, either through Braintree/PayPal or a third-party payment processor. If you suspect that BigCommerce is slipping hidden fees into your contract, you can double-check your monthly bill with a third-party statement audit.
Our BigCommerce Review Summary
Our Final Thoughts
BigCommerce rates as a somewhat reliable credit card processing option for small and mid-size businesses. The company doesn’t quite offer the array of services boasted by its competitor Shopify, and it has a low but growing complaint rate and multiple pricing tiers to allow for client customization. BigCommerce can improve its overall rating in this review by minimizing the number of complaints about its customer service. Businesses might obtain the best possible deal by linking their BigCommerce account to a top-rated merchant account provider.
If you found this article helpful, please share it!
Stephen
Bigcommerce was billing my credit card and I did not sign up with them. How they got my credit card number is a mystery to me, had to cancel my card and dispute the charges
Brett Thomas
On April 2nd, 2019, Big Commerce promised me that for $2500, they would build an e-commerce web site and migrate all products, shopper groups, attributes, and past orders from a client’s existing web site to a new site on their platform. After speaking with Meredith (the person who was my account rep at Big Commerce) and explaining my needs, she assured me that everything would be done and ready to go live in about a month. They took my PayPal debit card information to charge me $79.95 for the first month of hosting and they got started.
On April 26th, I called and told Meredith that I was unhappy with the progress and layout of the site and that although MOST of the products were there, the special pricing, shopper groups, and previous orders were not, making the new site useless. She said that they were still working on the migration and that if I wanted a better template, I could purchase one…so I did for $225.
Big Commerce NEVER DID finish the migration.
On May 2nd, they hit my PayPal card again for $79.95 for an additional month of hosting. It was at this point that I started to get really upset. Meredith stopped answering the phone. I eventually called her from another number and she answered and told me that she no longer worked for Big Commerce and that if I wanted a refund, I would have to contact Daniel Fertig, the company director. I called their corporate office 5 or 6 times asking for Daniel and was told he would call me back. He never did.
I then had to hire another company to get the job done because Big Commerce stopped communicating with me (other than to tell my son, who got through on their tech support line that it would cost extra money to finish the job)
On May 11th, Big Commerce STOLE $2500 from me. I say STOLE because I did NOT give them permission to charge my card (which they already had). They know they are wrong and refuse to take or return my calls. Instead of telling me that they couldn’t do the job, they just took my money anyway. I am currently in dispute with my card company to get the money back. They are thieves.
This post will help: Best E-Commerce Payment Platforms
-Phillip
Glenn
Loved them for more than 14 years, now their customer service does not listen to you, closed an account over a simple misunderstanding that was reasonable, an employee answered our phone, thought they were a marketer and told them not to call my number, they closed the account and would not discuss the issue. Don’t trust them anymore, after running hundreds of thousands through PayPal I will never use thhem or ebay again.. sucks and I feel a bit abused…
Sherry Gillis
I’ve been using BigCommerce for about a year and a half now. I had been using VPASP shopping cart for about 12 years and when we switched over to BigCommerce we were really impressed with how easy it worked, how easy it was to get our store (4500 products) up and running, and the dozens and dozens of features we loved.
It is more expensive than the cart we had previously been using. In order to use our domain name we had to use the $200/mo version, but I wanted a shopping cart that would be preferable to Google. IE, I searched through the Google Merchant Services website and found their list of recommended shopping carts. The list had one name on it: BigCommerce.
I’d had enough problems with Google and was looking to improve my rankings with them. We have had very few problems with this cart and the customers seem to like it.
Terri Glover
Made a purchase through a BigCimmerce vendor and the online store disappeared as soon as they took my payment for the merchandise. I will never make a purchase with them again and I am going to file complaints with the BBB and FCC.
PureLocal - Australia's Business Directory
Attacking our company and clients
I would not recommend BigCommerce (BigCommerce.com) , they are immoral people who are attacking our company and our clients. For a better priced and better product please consider Shopify and/or Volusion.
Bob Lynn
Going to BigCommerce’s website on 26 December 2016 I see that their integrated payment solution has become Square. Considering the reviews here about Square, that pretty much kills BigCommerce in its tracks.
Or did I miss something?
Patti
I feel as if I was treated very bad by the customer service. The lady was very rude and would not listen to my points. She just ed talked over me.
John Stalls
Bigcommerce rip off by changing rates dramatically at any time. Been a customer for years at the $39 a month and now get a notice that my plan will change under the new structure to $199 per month after 4 years of loyalty. Don’t bother calling to discuss, they know they have you over a barrell since you have spent the time to build your site and that it would be very time consuming to move somewhere else. Horrible, there just taking advantage of customers who have been loyal for years!
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Are you with Bigcommerce? Learn how to resolve this complaint.
Ariolander
I don’t like BigCommerce after their most recent pricing changes.
Their old tiers used to be limited by products with no transaction fees:
Bronze $25 (100 Products) | Silver $40 (500 Products) | Gold $80 (1000 Products) | Platinum $150 (Unlimited Products)
Under their new tiers there are only 2 tiers, all unlimited
Silver $35 (+2% Transaction Fee) | Gold $80 (No Transaction Fee)
While this is great for their higher tier customers getting more products, features, and maintaining no transaction fees they really short changed their lower tier customers. While before it would be economical to run a low product specialty store on BigCommerce and only expect to pay $25/mo, now your costs are MUCH more, and assuming you make ~$2k in sales you are better off going Gold, paying the flat $80/mo than worrying about transaction fees.
shivam
Bigcommerce charging rates are strange…
if you see silver package plan below, they charge unlimited products and 2 % transaction fees and in gold also unlimited products no fees
i asked them if we do not have any payment GW and only cash on delivery service we have in our business, on what basis they are charging transaction fees??
they said its their policy and if I dont have to pay 2%, switch it to Gold plan which is almost Double…
since we are already giving whats their hosting package on what basis they are charging 2%!