BigCommerce Credit Card Processing 2023: Reviews & Complaints

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How did they treat you? ▼

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.

Article Summary

Before we dive in, here's a short summary of what we'll cover:

  • BigCommerce's various payment processing services.
  • The company has received a low but growing number of complaints online.
  • The company's contract is fairly competitive, if not industry-best.

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

Table of Contents

  • Costs & Contract: Offers various monthly packages that can be paired with multiple processors and do not charge early termination fees or…
  • Complaints & Service: Has received more than 50 public complaints regarding…
  • BBB Rating: Has a “C-” rating with the Better Business Bureau but has…
  • Sales & Marketing: Does not appear to hire independent sales agents and has received very few complaints about its…
BigCommerce payment processing
BigCommerce is an e-commerce solution provider
Pros & Cons
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

Customer Reviews Summary
Total Online Complaints 50+
Live Customer Support Yes
Most Common Complaint Poor Service
Recent Lawsuits No

Low-to-Moderate Complaint Total

We are currently able to find over 50 negative BigCommerce reviews online, a few of which describe the company as a ripoff or a scam. These complaints include issues with the software, sudden fee increases, poorly developed websites, unavailable or unhelpful customer service, and less SEO benefit than is advertised by the company. The complaints that specifically refer to customer service issues have been posted by merchants who found it difficult to reach a live person at BigCommerce support or receive a prompt resolution to their problems. The software and SEO complaints are evenly split between merchants and professional reviewers. If you have your own BigCommerce review to make, please do so in the comments below.

BigCommerce Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against BigCommerce. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

BigCommerce Customer Support Options

BigCommerce offers phone support, email support, a community forum, and an FAQ section. BigCommerce’s customer service representatives are not active on various consumer protection websites, but they do participate in social media to a certain degree.

BigCommerce Customer Service Numbers

  • (888) 699-8911 – Toll Free General Customer Service
  • (888) 248-9325 – Sales
  • 1800-821-758 – Australian, New Zealand, and Singapore Support
  • 0808-189-1224 – UK and Europe Support
  • +1-512-758-7588 – Other International Sales and Support

Other Support Options

  • Customer support form
  • Live chat

In general, the company’s support tools outpace its e-commerce competitors but come up short of the top-rated overall merchant accounts for great customer service. Businesses that are considering BigCommerce are encouraged to take advantage of the company’s free 15-day trial and put the product through its paces to avoid customer service headaches down the road.

BigCommerce Online Ratings

Here's How They Rate Online

Online Ratings Summary
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

Cost & Fees Summary
Cancellation Penalties No
Monthly & Annual Fees Yes
Processing Rates Variable
Equipment Leasing No

BigCommerce Monthly Pricing Plans

BigCommerce offers four service packages at varying prices. Businesses can pay $29/month (Standard), $79/month (Plus), $299/month (Pro), or a custom amount for businesses under the Enterprise pricing plan. Businesses can save 10% on all plans by paying for a year of service upfront.

BigCommerce Pricing

BigCommerce actively promotes its merchant account pricing through Braintree, which ranges from 2.2% plus $0.30 to 2.9% plus $0.30. However, businesses are free to negotiate separate pricing through cheaper payment processors and then integrate their merchant accounts with BigCommerce. In our opinion, the increase in monthly cost from package to package is reasonably correlated with the addition of extra features. The company’s services are offered on a month-to-month basis with no cancellation fees or setup fees.

Price Increase Reports

We have located a couple of complaints posted in the past two years that state that BigCommerce has dramatically increased some business’s monthly fees without warning. It is unclear whether these sudden increases represent overage costs charged to specific merchants following a busy holiday season, or whether the company is tweaking its pricing for all merchants. Despite these reports, the overall client feedback about BigCommerce’s pricing seems to indicate that most users are satisfied with the rates and fees they pay.

BigCommerce Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
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.

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Testimonials & Complaints

How Did BigCommerce Treat You?

11 User Reviews

  • 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


  • 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.

  • 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?

  • 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!

    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%!

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