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Austin-Based E-Commerce Solutions
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 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.
BigCommerce Location & Ownership
Brent Bellm is the CEO of BigCommerce, which is headquartered at 11305 4 Points Dr Building 2 Suite 100, Austin, Texas 78726.
BigCommerce Review 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 an “A+” rating with the Better Business Bureau but has received 36 complaints and 4 reviews in regards to…
- Sales & Marketing: Does not appear to hire independent sales agents and has received very few complaints about its…
BigCommerce Reviews and Complaints
Here's What Their Clients Say
Total Online Complaints
Live Customer Support
Most Common Complaint
Low-to-Moderate Complaint Total
We are currently able to find over 50 BigCommerce negative 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.
We have not found any outstanding class-action lawsuits or FTC complaints filed against BigCommerce. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
BigCommerce Service 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.
We have located multiple BigCommerce customer service numbers:
(888) 699-8911 – Toll Free General Customer Service
1800-821-758 – Australian Support
0800-001046 – New Zealand Support
0808-189-1224 – UK Support
BigCommerce offers an email support form and live chat support through its website.
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. Merchants who 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 BBB Rating and Report
Our Better Business Bureau Profile Assessment
See Which Processors Offer No Monthly Fees And No Contracts.
Product & Service Complaints
Billing & Collection Complaints
Advertising & Sales Complaints
Guarantee & Warranty Complaints
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.
Over 30 Complaints
BigCommerce has been accredited with the Better Business Bureau since 2010 and is currently showing a grade of “A+” based on 36 complaints in the last 36 months. 14 of these complaints were related to the product or service, 20 had to do with billing and collection, 1 was due to advertising or sales issues, and 1 had due to delivery issues. BigCommerce resolved 14 complaints to the satisfaction of the merchant, while the remaining 22 either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.
What Merchants Say
BigCommerce has also received 4 negative informal reviews to its profile. The most recent review describes an inability to shut down an account and unexpected charges:
We have asked that the service be canceled, We have disputed several ****** charges. The company keeps charging us, sometimes repeatedly for the same service (SSL certificates). The company is aware that we have filled Paypal complaints and keeps charging us. Just today, October 18th we were charged an additional $85.03 in our ****** account (transaction id: ***************** Again on September 17th: ***************** Again on August 13th $323.40: Invoice # ***********
Merchants who 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 and Rates
A Closer Look at the Contract
Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.
2.2% + $0.30 - 2.9% + $0.30
$29.95 Per Month
$79.95 Per Month
$249.95 Per Month
Early Termination Fee
PCI Compliance Fee
Equipment Lease Terms
BigCommerce Monthly Pricing Plans
BigCommerce offers four service packages at varying prices. Merchants can pay $29.95/month (Standard), $79.95/month (Plus), $249.95/month (Pro), or a custom amount for merchants under the Enterprise pricing plan. Merchants can save 10% on all plans by paying for a year of service up front.
BigCommerce actively promotes its merchant account pricing through Braintree, which ranges from 2.2% plus $0.30 to 2.9% plus $0.30. However, merchants 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 merchants’ 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 merchant feedback about BigCommerce’s pricing seems to indicate that most users are satisfied with the rates and fees they pay.
BigCommerce Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Audit Your Current Statement To Find Its Hidden Fees
Processing statements are intentionally complicated so that they can overcharge you. Get clarity before you switch.
Employs Independent Resellers
Advertises Deceptive Rates
Discloses All Important Terms
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 merchant 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. Merchants 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.
BigCommerce Review Summary
Our Final Thoughts and Opinions
A Competitive Option for E-Commerce Businesses
BigCommerce rates as a reliable e-commerce option for small and mid-size businesses. The company doesn’t quite offer the array of services boasted by its competitor Shopify, but it has a low-to-moderate complaint rate and multiple pricing tiers to allow for merchant customization. BigCommerce can improve its overall rating in this review by minimizing the number of complaints about its customer service. Merchants might obtain the best possible deal by linking their BigCommerce account to a top-rated merchant account provider.
Customer & Employee ReviewsWhat Others Are Saying About BigCommerce