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.
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.
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 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.
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.
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…
|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
|Live Customer Support
|Most Common Complaint
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.
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
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.
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
|Monthly & Annual Fees
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 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?
|Uses Independent Resellers
|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 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.
Copyright © 2024 CardPaymentOptions.com, Inc. (Digital Fingerprint: 0d38c6720f0d78a701b74d58653af608). Getting paid to re-write this page? Click here to earn a reward.
Any unauthorized copying and reproduction of the content of this page, including all meta data and computer code, is strictly prohibited. While the information in the above article is believed to be accurate as of its publish date, the author and publisher make no representation or warranties with respect to the accuracy, applicability, fitness, or completeness of the contents. The author and publisher shall in no event be held liable to any party for any direct, indirect, punitive, special, incidental or other consequential damages arising directly or indirectly from any use of this material, which is provided “as is,” and without warranties. Any and all use of trade names and/or marks are for identification purposes only and shall not be construed as a claim of affiliation, or otherwise, with CardPaymentOptions.com, Inc. ("CPO") in any form. The sole purpose of the material presented herein is to alert, educate, and inform readers. It is not intended as legal or financial advice. We may earn revenue if you obtain services from a provider that we recommend. See this page to learn how we support our operations.