The following is to express how DISAPPOINTED and FRUSTRATED my partner and I are with the customer support and service provided by BigCommerce for an issue THEY are responsible for. A couple weeks ago, my partner, who is a small company owner, decided to set up an account with BigCommerce. Problem is, there was a ‘’glitch’’ in their API making it so even if the USD$ currency was set up correctly on our part (as well as the Paypal one), the first few transactions were converted in CAD$, making us lose about 30% of the value of our first few sales because of the exchange rate. It took more than a dozen emails and phone calls before they even acknowledge the problem came from their system/API. Not to say that a few emails were left unresponded and ignored for more than a week (if not answered with ‘’canned’’ generic responses that were absolutely useless). My partner took the time to find where this ‘’glitch’’ came from, in the Bigcommerce system, and he wrote in detail the issue & solution to the ‘’escalated manager/product support engineer’’ who still blamed the situation on Paypal. After weeks of this nonsense, they still wouldn’t acknowledge the mistakes was theirs - when it was in fact a problem with their API system set up. But on our part, we still hadn’t got our money back, not even a deal from BigCommerce to apologize for the inconvenience. Even after all of this back and forth with them, my partner was still highly cooperative, being open to suggestions as to how BigCommerce could help us recoup these funds in the form of BigCommerce subscription credits in the value of the lost currency (approximately 30% of the 3 aforementioned orders' values). After a month this is the answer we were provided with by BigCommerce : ‘’...to be completely transparent, we cannot 100% confirm that this was a bug produced by us. We work diligently to resolve issues with software, however we do not offer a refund if those issues impact store functionality, but we are willing to compromise and offer this credit (of 29 USD$) as a gesture of good faith. Unfortunately, we do have bugs that come up in the platform and even cases where checkout might not work at all. In these cases, we do not refund everyone because of these problems but simply have our team address the issues as soon as our clients report them. ‘’BigCommerce is a multi billion dollar company that develops e-commerce software for businesses. A 29 USD$ credit offer is highly offensive for this kind of situation. You have one job : provided business with functional e-commerce system and where there is, fix the problems in your software so YOUR CLIENTS, US, BUSINESS OWNERS, continue to do business with you. I think it’s a pretty simple request. We know bugs and issues can happen with technology. What’s HIGHLY UNACCEPTABLE on your part is this unwillingness to cooperate and offer us and legitimate compensation to our actual loss. Which we’re pretty sure you can afford because it is far from being millions of dollars. We’ll make sure to share our experience with other business owners and potential clients so they know what to expect in case of future software issues.
