Salesforce Commerce Cloud Reviews & Complaints

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Company Overview

Formerly known as “Demandware,” Salesforce Commerce Cloud is an e-commerce merchant account solution offered by Salesforce. From 2004 to 2016, the product was sold by Demandware as an enterprise-class, cloud-based payment platform. Salesforce acquired Demandware for $2.8 billion in 2016 and renamed its flagship product Salesforce Commerce Cloud. The product's branding has been integrated under the Salesforce umbrella. Salesforce Commerce Cloud advertises that its payments are powered by Stripe.

Salesforce Commerce Cloud Payment Processing

Salesforce Commerce Cloud processes all major debit and credit cards for most business types. Their services include e-commerce storefronts, B2B payments, B2C, and order management.

Unified Commerce Platform

Salesforce Commerce Cloud operates as a unified commerce platform, providing businesses with a single integrated solution for managing their e-commerce activities. This eliminates the need for multiple disparate systems, streamlining operations and ensuring that businesses have a consistent view of customer data.

AI-Powered Personalization

Salesforce Commerce Cloud uses of artificial intelligence (AI) to drive personalization. Using the platform's built-in Einstein AI technology, businesses can deliver personalized content, product recommendations, and shopping experiences based on individual customer behaviors and preferences.

Omni-Channel Capabilities

Salesforce Commerce Cloud supports omni-channel retailing, allowing businesses to provide a consistent and seamless shopping experience across multiple channels.

End-to-End Customer Journey Management

With Salesforce Commerce Cloud, businesses can manage the entire customer journey, from discovery and engagement through to purchase and post-purchase service. This includes capabilities for marketing, sales, service, and more, all within a single platform.

Global Scalability

Salesforce Commerce Cloud is designed to support global business operations. It provides features such as multi-language and multi-currency support, as well as the ability to manage multiple storefronts, making it suitable for businesses operating in international markets.

Developer-Friendly Environment

Salesforce Commerce Cloud offers a developer-friendly environment with tools and resources to create custom solutions. It includes a suite of APIs and a robust SDK, giving developers the ability to customize the platform to meet specific business needs.

Integration with Salesforce Ecosystem

Being part of the Salesforce ecosystem, Commerce Cloud can be seamlessly integrated with other Salesforce products like the Salesforce CRM, Marketing Cloud, and Service Cloud. This provides businesses with a holistic view of their customers and enables more informed decision-making.

Location & Ownership

Salesforce Commerce Cloud is headquartered at 415 Mission Street, 3rd Floor, San Francisco, CA 94105, and does not disclose its acquiring bank or back-end processor, though customer reviews reflect that Salesforce has retained the back-end integration previously provided by Demandware in an effort to provide consistency. Marc Benioff is the CEO of Salesforce.

Salesforce Commerce Cloud Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A
Recent Lawsuits Yes

Low Complaint Volume

We’ve identified approximately 5 Salesforce Commerce Cloud reviews, but there’s no evidence to suggest that the service is fraudulent or a scam. Complaints about the company often revolve around challenges with third-party integration, user experience design issues, additional costs for add-ons, and subpar customer service. Following its recent restructuring, it may take some time before Salesforce Commerce Cloud garners significant feedback under its new brand name. However, its predecessor, Demandware, maintained a generally clean complaint record from 2004 to 2016. Many customer reviews indicate that Salesforce Commerce Cloud has retained favorable features from previous Demandware versions, contributing to its positive reputation. It’s improbable that Commerce Cloud will attract a substantial number of complaints under the Salesforce umbrella. If you have your own experience with Salesforce Commerce Cloud, please share it in the comments below.

Salesforce Commerce Cloud Legal Status

As of our investigation, there are no ongoing class-action lawsuits or FTC complaints against Salesforce Commerce Cloud. However, the company faces a lawsuit under the California Consumer Privacy Act (CCPA), alleging inadequate protection of customer data and failure to detect a security breach. Dissatisfied customers seeking non-litigious resolution options are encouraged to report their concerns to relevant supervisory organizations.

Salesforce Commerce Cloud Customer Support

Salesforce Commerce Cloud provides live phone, live chat, and email support to all users, with potentially expanded options for larger enterprise-class businesses. Additionally, customers have access to “subject matter experts” within the Salesforce organization for comprehensive assistance across a wide array of issues. While we rate the company positively in this regard with an “A,” it doesn’t meet our criteria to be considered a top-tier provider for customer service.

Salesforce Commerce Cloud Customer Service Number

  • – Toll-Free Support

Salesforce Commerce Cloud Online Ratings

Here's How They Rate Online

No Current BBB Profile

The Better Business Bureau does not maintain a profile for Salesforce Commerce Cloud at this time. We therefore will not factor a BBB rating into this review. It should be noted that Salesforce itself currently has no rating with the BBB, but it’s difficult to know how many of its complaints have to do with Salesforce Commerce Cloud.

Salesforce Commerce Cloud Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Unclear
Monthly & Annual Fees Unclear
Processing Rates 1.00% - 4.99%
Equipment Leasing Unclear

Unclear Pricing Details

Salesforce Commerce Cloud does not specify its rates and fees on the Salesforce “Pricing” page or within the Salesforce Commerce Cloud’s information. According to the company’s FAQs:

Pricing is tailored to each customer’s specific needs. Our sales team is dedicated to working with you to develop a package that aligns with both your business requirements and budget, regardless of your company’s size or sector.

Historical data from Demandware, which Salesforce acquired, indicates a preference for offering personalized price quotes based on user growth on the platform. Demandware primarily targeted large enterprises, typically those generating upwards of $20 million annually.

Geared Towards Enterprise-Scale Businesses

Given this focus, smaller to mid-sized businesses may find Salesforce Commerce Cloud’s pricing less accessible. With solutions for both B2B and B2C markets, large enterprises must evaluate the benefits Salesforce Commerce Cloud provides against the investment required. The platform’s pricing model often reflects the scalability of business operations, suggesting that users can expect quotes based on percentage revenue alongside annual subscription costs.

Partnered with Several Processors

To date, there have been no significant complaints about Salesforce Commerce Cloud’s pricing structure, granting it an “A” rating for the moment. Notably, Salesforce Commerce Cloud collaborates with various payment processors like, Veritrans Merchant Services, and Braintree Payment Solutions, some of which are known for offering competitive rates comparable to the most affordable merchant accounts.

Business owners in search of competitive merchant services are advised to review our selection of the best merchant services.

Salesforce Commerce Cloud 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 No

No Sales Complaints

Like other cloud-based e-commerce platforms, Salesforce Commerce Cloud appears to primarily market itself via an in-house sales staff, traditional marketing, referral partnerships, and as an add-on of Salesforce’s existing business software. There is no indication at this time that the company employs independently contracted sales agents, and we cannot find any Salesforce Commerce Cloud reviews that accuse the company of deceptive sales conduct.

This compares favorably to our list of best credit card processors.

No Deceptive Quotes

Salesforce Commerce Cloud does not advertise any merchant account-related pricing on its website, and the company’s website states that sales staff provide quotes on customized pricing for each client. In light of these factors, we feel that Salesforce Commerce Cloud deserves an “A” in this category. That said, if you suspect that Salesforce Commerce Cloud is charging you undisclosed fees, we recommend seeking a third-party statement audit.

Our Salesforce Commerce Cloud Review Summary

Our Final Thoughts

Salesforce Commerce Cloud rates as a reliable enterprise-scale e-commerce credit card processing provider according to our rating criteria. Although the company is still emerging from a period of transition and does not disclose much information about its pricing, it currently compares favorably to the leading e-commerce platforms. If its pricing and features remain the same from its days as Demandware, Salesforce Commerce Cloud will be much better suited for large and enterprise-level businesses than for small and midsized businesses.

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Which is Most Important for You?

If you had to pick one, which quality would you say will be the most important with your next credit card processor? Tap or click your selection to register your vote:

  1. Low Transaction Fees
  2. No Monthly Fees
  3. No Contract
  4. Reliable Customer Support
  5. Quick Signup

Testimonials & Complaints

How Did Salesforce Commerce Cloud Treat You?

1 User Reviews

  • Kingston Rosa

    I absolutely love Salesforce Commerce Cloud! It’s a game-changer for our online business. The platform’s seamless integration and user-friendly interface make managing our e-commerce store a breeze. From managing inventory to analyzing sales data, it’s all in one place, saving us valuable time and effort.

    Salesforce Commerce Cloud’s robust features empower us to deliver a personalized shopping experience to our customers, and that has significantly boosted our conversion rates. The platform’s mobile responsiveness ensures our site looks fantastic on any device, which is crucial in today’s market.

    The support team has been outstanding, addressing our queries promptly and providing valuable insights. We feel confident knowing we’re backed by a reliable partner who constantly evolves with the latest industry trends.

    Thanks to Salesforce Commerce Cloud, we’ve seen a substantial increase in sales and customer satisfaction. It’s the perfect solution for any business looking to thrive in the digital landscape!

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