Salesforce Commerce Cloud 2023: Reviews & Complaints

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Salesforce Commerce Cloud Rating
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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.

Table of Contents

Salesforce Commerce Cloud Customer Reviews

Here's What Their Clients Say

Key Points

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

Low Complaint Total

We are currently able to locate around 5 Salesforce Commerce Cloud reviews, but there is no reason to believe that the service is a ripoff or a scam. Complaints against the company cite poor integration with third-party extensions, messy UX design, add-on costs, and below-average customer service. Given its recent restructuring, it will likely take some more time before Salesforce Commerce Cloud accumulates many complaints under its new brand name. However, Demandware has a generally clean complaint record from 2004 to 2016. With many customer reviews reflecting Salesforce Commerce Cloud retaining features from previous versions released by Demandware, the platform has continued to receive positive reviews. It is unlikely that Commerce Cloud will attract a significant number of complaints under the Salesforce umbrella. If you have your own Salesforce Commerce Cloud review to make, please do so in the comments below.

Salesforce Commerce Cloud Lawsuits and Fines

We have not found any outstanding class-action lawsuits or FTC complaints filed against Salesforce Commerce Cloud. However, the company is currently facing a California Consumer Privacy Act (CCPA) lawsuit citing a failure to properly safeguard customers’ data and failure to detect a security breach. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Salesforce Commerce Cloud Customer Support Options

Salesforce Commerce Cloud offers live phone, live chat, and email support to all of its users and may have more extensive options for its larger enterprise-class businesses. Other support features include access to “subject matter experts” within the Salesforce organization to offer customers in depth insight into a wide range of issues. We have assigned the company an “A” in this section, but we do not consider it a top 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

Key Points

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

Unclear Pricing Details

There is currently very little publicly available information about Salesforce Commerce Cloud rates and fees. Salesforce has not added any hard figures for the service to its “Pricing” page, and the Salesforce Commerce Cloud doesn’t disclose any of its pricing details. According to the company’s FAQs:

Pricing varies based on each customer’s individual needs. Our sales team will work with you to tailor a package that meets your requirements and price considerations, no matter your company’s size or industry.

Multiple third-party reviews of Demandware show that the company preferred to offer custom price quotes that were tied to its users’ growth within the platform. In addition, Demandware was heavily focused on targeting enterprise-level businesses that make over $20 million per year.

Geared Towards Enterprise-Scale Businesses

For these reasons, smaller businesses and even some mid-level businesses should consider that Salesforce Commerce Cloud may not be priced at a competitive level for them. With options for B2B and B2C commerce, enterprise-scale businesses will need to weigh the features and benefits provided by Salesforce Commerce Cloud against its costs. Demandware typically offered a pricing structure that increased in cost as its users grew their business through the platform, so Salesforce Commerce Cloud users should be prepared for percentage-based quotes in addition to yearly subscription quotes.

Partnered with Several Processors

In general, there are no Salesforce Commerce Cloud complaints about pricing, so the product will receive an “A” for the time being. It is worth noting that the company partners with a number of providers, including, Veritrans Merchant Services, and Braintree Payment Solutions for payment processing services; some of these partners offer rates that are competitive with the cheapest merchant accounts.

We also encourage business owners to check out our list of the providers of the best merchant services.

Salesforce Commerce Cloud Employee Reviews & Sales Tacitcs

Should You Work For Them?

Key Points

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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Your Comments & Reviews

How Did Salesforce Commerce Cloud Treat You?

1 Responses

  • 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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