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BigCommerce Review

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Date Established
2009
Location
Austin, TX

Pros

  • Numerous built-in features
  • Numerous integrations
  • No transaction fees
  • Attractive design templates
  • Minimal learning curve
  • Intuitive design tools
  • Single-page checkout

Cons

  • Limited customizability
  • Inconsistent customer support
  • Revenue caps on plan levels

Overview

They say everything’s bigger in Texas, and apparently this applies quite literally when naming shopping cart software. I’m not sure if BigCommerce‘s name or its Texas headquarters came first, but it’s a good fit either way. (Besides, the founders are from Australia, which isn’t exactly tiny.)

The seeds for this aptly-named shopping cart were planted in 2003 when Aussies Eddie Machaalani and Mitchel Harper met online, as programmers often do. Interspire, a locally-installed shopping cart, grew out of the early days of their partnership. When ecommerce software began moving to the cloud, Machaalani and Harper followed suit. In 2009, they launched the SaaS ecommerce solution now known as BigCommerce.

BigCommerce is recognized for its ease of use, beautiful templates, and quality customer support. Cloud-based and user-friendly, this cart software helps merchants from all levels of experience and revenue sell their products online. While BigCommerce may not have enough advanced features or customizability for some larger companies, we still believe that BigCommerce is an excellent platform for most merchants.

Keep reading for a full, independent review of BigCommerce.

Get Started With BigCommerce

Pricing

BigCommerce offers a free 15-day trial, no credit card required, so you can test out the platform without making any commitment. Payments are collected on a monthly basis, and there are no setup or cancellation fees. While you don’t have to sign a contract on the monthly plans, you can take advantage of a 10% discount if you choose to purchase a one-year subscription. This type of offer is fairly typical with ecommerce platforms, but I don’t recommend purchasing a full year until you’ve had some experience with a platform.

Pricing levels are based on your store’s annual online sales, which is a different structure than some of BigCommerce’s main competitors. If your company’s revenue is greater than the set amount for a specific plan, you will automatically be bumped up to the next pricing tier. Meanwhile, also note that the volume cap for the Pro plan is now $3M, up from $1M as of our last update. This means that if you don’t need the added Enterprise-level features and want to keep costs down (Enterprise plans can cost thousands per month), you can stay on the Pro plan a bit longer.

Here’s the complete rundown:

Standard

  • $29.95/month (for sales up to $50K/yr)
  • Unlimited storage, products, and bandwidth

Plus 

  • $79.95/month (for sales up to $150K/yr)
  • Abandoned cart saver
  • Customer groups and segmentation
  • Stored credit cards

Pro 

  • Starting at $249.95/month (for sales under $400K)
  • Price increases $150/month for every additional $200K in sales, up to $3M.
  • Custom pricing available for high average order sizes
  • Google customer reviews
  • Faceted Search
  • Custom SSL

Enterprise

  • Custom-tailored solution for high-volume needs.
  • For more information, check out our review of BigCommerce Enterprise.

All subscription levels offer:

  • Unlimited products, storage, & bandwidth
  • Unlimited staff accounts
  • No transaction fees
  • Sitewide HTTPS
  • Dedicated SSL
  • Responsive websites
  • Single-page checkout
  • Shipping label discounts
  • Real-time shipping quotes
  • Built-in blog
  • Square POS integration
  • Coupons, discounts, & gift certificates
  • Ratings & reviews
  • Amazon & eBay integration
  • Phone, email & chat support

You can also view a comparison of BigCommerce’s pricing options side-by-side on the company’s site — just don’t neglect the footnotes at the bottom of the page!

Get Started With BigCommerce

Cloud-Based Or Locally-Installed

Cloud-based. BigCommerce provides SaaS (Software as a Service) eCommerce solutions. Web hosting, web security, and customer service are all included.

Specific Size Of Business

BigCommerce offers plans to fit companies of all sizes, from startup to enterprise.

Hardware & Software Requirements

None. Just keep your technology current and your internet connection strong.

Ease Of Use

BigCommerce is one of the top eCommerce solutions in terms of usability. Customers often praise the user interface on comment boards, and when I tested out the platform for myself, I found that I agree.

You can read my summary of the BigCommerce admin below, or you can try it out for yourself with BigCommerce’s Free 15-Day Trial (no credit card required).

When you create your account, you’ll receive an email which directs you to your store’s admin. This is what the dashboard looks like:

A (very) brief tutorial shows you where each option on the sidebar leads. I actually think BigCommerce could do better in terms of showing you around the platform. Fortunately, the admin is fairly intuitive, so it isn’t terribly hard to figure it out on your own. Plus, there are videos available on the BigCommerce University page that guide you through the basics.

Adding products is pretty straightforward:

Toggle between the tabs at the top to add more product information. I was able to add product descriptions, shipping information, images, inventory stats, and SEO information in just a few minutes. If you have your product information in a spreadsheet, you can use BigCommerce’s bulk import options to easily upload your product list.

You can also create and edit orders from your admin:

Creating cart-level discounts and coupon codes is equally easy. You can set your coupons to apply to an entire order or to specific categories. Cart-level discounts let you create even more specific and complex deals.

Finally, here’s the dashboard after I “launched” my store:

It’s clear why ease of use is one of BigCommerce’s biggest pulls. The admin is easy to navigate, and advanced features are only a few clicks away.

Get Started With BigCommerce

Features

BigCommerce has already built lots of features directly into their platform, and they’re constantly adding more. I’ve highlighted some key out-of-the-box attributes below, as well as a few of BigCommerce’s recommended integrations to help round out its core offerings. Keep in mind that some of the features (like faceted search, customer groups, and the abandoned cart saver) are only available at higher price points.

Admin

  • Bulk Import/Export: Use a CSV file to transfer your product information easily.
  • Customer Segmentation Lists: Group your customers by purchasing trends, location, and demographics so you can market to each group differently.
  • Product Options & Variants: Create and assign virtually unlimited variants (color, size, style, etc.) to specific products. BigCommerce is quite proud of the flexibility of this feature compared to the competition.
  • Inventory Management: Enter and track stock levels from within your control panel, and configure stock level notifications for both you and your site visitors.
  • Built-In Blog: This is a particularly nice feature to have already built-in. Blogs help increase your traffic from social media and also improve your site’s SEO.
  • SEO Tools: Take advantage of optimized URLs, automatic sitemaps, and accelerated mobile pages (AMP). You can also customize URLs, titles, header tags and meta descriptions.
  • Analytics: Track your site’s performance and your customers’ habits.

Storefront

  • Social Sharing: Allow customers to post your products and their purchases on social media platforms.
  • Faceted (Filtered) Search: Let customers find what they need faster by offering a sidebar that filters products by factors like color, size, and price.
  • Product Reviews: Enable product reviews to inspire trust in your site’s visitors.
  • Private & Public Wish Lists: Customers can keep track of the products they want.
  • Recently Viewed Products: Show that others are looking at your site.

Checkout

  • Abandoned Cart Saver: Available on the Plus plan and above. Potentially recover 15% of abandoned carts.
  • One-Page Checkout: “Optimized” one-page checkout is the default checkout setup for BigCommerce stores, encouraging quick transactions.
  • Customer Accounts Or Guest Checkout: Give your customers the freedom to choose.
  • Coupons & Discounts: Make discounts apply to a specific category, brand, product, cart etc. with this highly-customizable feature.
  • Stored Credit Cards: Available at Plus plans and above.
  • Tax Calculations: Configure tax rates manually inside BigCommerce, or use a third-party integration like Avalara AvaTax.

Shipping

  • Set Zones & Methods: Set up all the locations to which you’ll be selling, then choose specific shipping methods for each area.
  • Real-Time Quotes From Major Carriers: These carriers include UPS, USPS, FedEx, Australia Post, Royal Mail, and Canada Post. You can also set static quote rules, and your shoppers view all their tailored options when checking out.
  • Offer Free Shipping: Drive conversion with free shipping.
  • Shipping Labels: Print & pay for USPS labels from the BigCommerce dashboard with a built-in Endicia integration.
  • Integrated with ShipStation & ShipperHQ: For labels from other carriers, shipping quotes from multiple points of origin, and other advanced shipping functions, BigCommerce steers you toward its integrations with ShipStation and ShipperHQ.

Multichannel Selling

  • Built-in Integration With Square POS: For in-person selling, Square is the option you’ll see promoted in your dashboard (as well as on the BigCommerce website), or you can peruse the app marketplace. Note that Square will be your payment processor for both online and in-person processing if you set up Square POS.
  • Sell On Popular Marketplaces: BigCommerce has native integrations with eBay, Google Shopping, and Amazon. Plus, you can use apps to sell on Etsy, Jet, the Walmart marketplace, and more.
  • Sell On Social Media: Use Buyable Pins on Pinterest, set up a Facebook Store, and tag products on Instagram.
  • Channel Manager: Manage sales from your social media and marketplace channels from your BigCommerce admin.
  • Sell Globally: Accept multiple currencies and calculate international shipping and tax rates. BigCommerce now also includes multilingual support.

Web Design

BigCommerce’s pre-made templates for new merchants are called Stencil themes. If you’re still using one of the BigCommerce legacy Blueprint themes on your site, you might consider upgrading. Stencil uses simpler functions to edit your storefront. Changing colors, for example, requires zero coding. If you’d still like to mess with the raw code, however, you have the option to download a copy of your Stencil theme and dig in from there.

Stencil boasts approximately 125 themes, along with close to 500 total variations (or “styles”) of those themes. Seven of these themes (25 styles) are free; the rest are available for $145–$235. All are fully mobile-responsive.

Here’s a sample of BigCommerce’s themes:

Below is the Stencil theme editor in action as I attempted to change a popular free theme (Cornerstone) into a musical instrument shop:

There’s no drag-and-drop feature within the theme editor, but there are integrations available that can help you move page elements. Also, the theme editor only manages the overall layout and style — you’ll have to go back into the main dashboard admin to change the images and text in your front page carousel, for example. It’s mildly clunky, but ultimately works fine:

A preview of your existing store with a completely different theme — in mobile, tablet, and standard form — is also at your fingertips:

Get Started With BigCommerce

Integrations & Add-Ons

If the BigCommerce platform doesn’t have everything you need already built-in, you should definitely take a look at the Apps Marketplace. Integrations are well-organized into categories and sub-categories for easy browsing. Additionally, the Certified, Premier, and Elite tiers for integrations provide an indication of how firmly BigCommerce stands behind each partner.

Over 600 add-ons are available (at last count), and while some come with extra expense, a good number of them are free. Just be aware that some apps that are free “upfront” also come with an ongoing monthly cost. I’d actually recommend talking to a rep before adding an integration to ensure you understand the current pricing structure.

Here’s just a small sampling of BigCommerce’s add-ons:

Accounting & Tax

  • Quickbooks Online
  • Xero
  • Avalara
  • TaxJar

Analytics & Reporting

  • LuckyOrange
  • Glew
  • Google Analytics

Catalog & Order Management

  • Stitch Labs
  • Inventory Planner
  • SKULabs

CRM & Customer Service

  • Live Chat
  • ZenDesk
  • Salesforce

Marketing

  • MailChimp
  • Privy
  • Justuno

Sales Channels

  • ShopKeep POS
  • Revel POS
  • ChannelAdvisor

Security

  • McAfee SECURE
  • Signifyd

Shipping & Fulfillment

  • ShipStation
  • ShipperHQ
  • AfterShip
  • Ordoro

Site Tools & Connections

  • OneSaaS
  • Zapier

Additional integration categories include B2B/Wholesale, Merchandising, Mobile, ERP, Product Sourcing, and Data Transfer/Migration Services. You’ll also have access to BigCommerce’s open, flexible API for developers if you need a custom integration.

Payment Processing

BigCommerce integrates with over 60 payment gateways. You’ll get to choose from all of the most popular options, including the following:

  • Authorize.Net
  • Skrill
  • PayPal
  • Stripe
  • Square
  • 2Checkout
  • WePay/Chase

Don’t forget that BigCommerce charges no transaction fees above and beyond your card processing fees. BigCommerce also has an arrangement with PayPal (powered by Braintree) that may cut down your payment processing fees. Take a look at the graphic below. For every step up in BigCommerce’s plans, you pay a slightly lower credit and debit transaction fee with Braintree.

Customer Service & Technical Support

BigCommerce offers 24/7 personal tech support via email, live chat, and phone. Fortunately, this support is available at all levels. If you’d prefer to take matters into your own hands, BigCommerce has lots of online self-help resources as well.

The Resources menu at the BigCommerce homepage is your portal to the main collection of support offerings, but you can also contact the support team through your store dashboard. Here’s what’s available:

  • Documentation: How-to and troubleshooting articles for setting up and managing your store.
  • Service Status: Check up on BigCommerce’s 99.99% uptime.
  • University: A series of video tutorials that guide you through the basics of using BigCommerce.
  • Community Forum: Find solutions to common issues and bring to light any difficulties you may encounter.
  • Guides: Learn about ecommerce best practices and using BigCommerce’s software to your advantage.
  • Developer Documentation: Includes design guides for both the legacy Blueprint themes and the new Stencil themes, as well as other API documentation for building integrations.
  • Partner Marketplace: Find developers to help customize your store.
  • Webinars: Join the weekly product tours or view the archive of topical webinars.

And here’s how you can contact BigCommerce directly:

  • Social Media Profiles: You can try to contact BigCommerce through their Facebook and Twitter profiles, but I really recommend one of the other options below instead.
  • Phone: See the contact page for numbers by country.
  • Web Ticket
  • Live Chat
  • Email

Customer feedback on the support team continues to be quite mixed, although it’s trending positively overall. In my own tests of the various support channels, I also had mixed results. I received prompt and generally helpful responses but did feel reps could have transferred me sooner once we reached the edge of their expertise. I also could not reach a live operator by phone one Friday afternoon and was relegated to voicemail. Take that as you will.

Negative Reviews & Complaints

BigCommerce clients have a generally positive opinion of the platform. However, BigCommerce still receives negative reviews on a regular basis. In early 2016, BigCommerce changed its pricing structure, resulting in an unwelcome bump into higher-priced tiers for some businesses. To add insult to injury, the alteration came with a very limited warning period of just two months. BigCommerce has tweaked the system slightly since the big change (extending the maximum volume on the Pro plan to $3M/year, for example), but you may still come across some pretty scathing reviews about the original shift. Here are a few more recent themes from complaints:

  • Lacking Advanced Features: Some customers complain that while BigCommerce is great for smaller businesses, it doesn’t always have the robust features that larger businesses need.
  • Poor Customer Support: Most of the reviews that discuss BigCommerce’s support are quite positive. However, a few customers still report that BigCommerce could not resolve their issues.
  • Expensive: Most pricing complaints these days center around the added cost of integrations, or needing to pay for a higher priced plan level just for access to a specific feature (such as faceted search or abandoned cart recovery).
  • Theme Limitations: These complaints are usually about a relative lack of quality or selection for free templates, while others lament the inability to make significant design changes without altering the raw code. While the theme selection has improved in recent years, this gripe has not yet disappeared.
  • No Mobile App: Some merchants are disappointed there is no mobile app for managing your store on the go.

Positive Reviews & Testimonials

BigCommerce ranks pretty highly on most customer review boards. Here are a few reasons why:

  • Ease Of Use: BigCommerce is right up there with Shopify in the ease of use category. If you can operate the backend of WordPress, you can sell on BigCommerce.
  • No Transaction Fees: Lots of people are happy about this one. BigCommerce’s direct competition, Shopify, still charges transaction fees unless you use its integrated payment processor.
  • Good Customer Support: More people are praising BigCommerce’s customer support than cursing it. BigCommerce representatives are reportedly helpful and friendly.
  • SEO Tools: BigCommerce comes with lots of tools to help improve your site’s SEO. Merchants have reported higher ranking after implementing only a few of those tools.
  • One-Page Checkout: Here’s another area where BigCommerce takes Shopify to task (Shopify still does not offer a native one-page checkout feature). If checkout is easy, more customers will buy.
  • Good Out-Of-The-Box Feature Set: I’ve seen merchants point out that fewer third-party apps are available for BigCommerce than some competitors because more features are natively built into the platform.

Security

BigCommerce is PCI DSS (Payment Card Industry Data Security Standard) 3.2 certified at Level 1.

According to the pricing page, all BigCommerce plan levels now include a dedicated SSL (Secure Socket Layer) certificate. This looks more professional in the URL field when customers visit your site than if you’re using a shared SSL certificate. At the Pro plan and above, you can also transfer a custom SSL certificate purchased from another provider. For more information on website security, read our article on SSL certificates.

Final Verdict

BigCommerce is one of the best shopping cart platforms out there, with enough features to fit the needs of most small businesses. The admin is easy to use and the available store themes are very professional. BigCommerce tends to favor built-in features over third-party apps, which could potentially save you money in the long run, depending on the precise features you need. The platform’s ecosystem of over 600 apps is nothing to sneeze at, but some competitors do offer more. If you need a significantly higher degree of customization, you might be looking for an open-source solution anyway.

The infamous price spike at the beginning of 2016 took a major toll on many BigCommerce merchants, and the lack of sufficient advance warning cast a shadow upon the company as a whole. While this pricing change is falling further into the past, the important point to keep in mind is that BigCommerce uses your sales volume to place you in the appropriate pricing tier. By the same token, you always can opt for a higher tier to access additional features.

I know you’ll carefully weigh these factors when you make your shopping cart decision. Either way, I recommend taking the platform out for a spin with a free trial. It doesn’t take much time to get a good feel for the software, and you’re granted a full 15 days of exploration. You’ve got nothing to lose.

Get Started With BigCommerce

Liz Hull

Liz Hull

Liz Hull is an eCommerce Writer for Merchant Maverick. In her two years with Merchant Maverick, she has tested and reviewed over 40 eCommerce platforms and published two ebooks on the topic of online selling. Liz has also been published in Startup Nation and Home Business Magazine Online. Liz has a BA in English and Spanish from George Fox University.
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46 Comments

Responses are not provided or commissioned by the vendor or bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the vendor or bank advertiser. It is not the vendor or bank advertiser's responsibility to ensure all posts and/or questions are answered.

    Lioness

    Organization Name: Lioness Athletic Wear

    We have put a lot of time into the top 3 eCommerce options and have found bigcommerce to be the superior solution , especially for small businesses.

    5
    • Organization Name: Lioness Athletic Wear
    Stacie Seeley

    Organization Name: Alpha Mystique, llc

    I had canceled my account in April. They did not process my cancellation, which I was unaware of until September 7th when a text from my bank showed a large debit of $863.46. Per their policy, I immediately disputed the charges and demanded a refund. They initially replied they can refund if I had canceled, I confirmed that I did cancel and that I had no intention of using their services. They have ignored a dozen subsequent requests and e-mails. They are dishonest-do not do business with this company. As soon as they have your information, they will bill you forever!

    1
    • Organization Name: Alpha Mystique, llc
    BARBARA LINDSEY

    We have had significant issues with their Avalara integration. Buyer beware. They promise more than they can deliver.

    2

      This comment refers to an earlier version of this review and may be outdated.

      Lauren

      Organization Name: Sweet and Southern Boutique LLC

      WOW! Bigcommerce is the BIGGEST joke! I wouldn’t recommend them to my worst enemy. We have been working on the website for 3 months and every time we get ready to launch it, something else goes wrong on their end. We were ready to launch and then realized when adding items to our cart the total amount isn’t correct and we are loosing money. People pay attention. When contacted they say they are working on it. We have ran in to so many issues with them as far as the site goes, shipping, creating a app which they still can’t tell us why the iframe won’t fit. WE ASKED THEY GIVE US A REFUND AND THEY WILL NOT! Don’t use bigcommerce people. BAD customer service. I’m sorry but if it was my sight the reason someone couldn’t be up and running their store then I would give them their refund. I have poured money into this and have not gotten anything at all in return. I will now be taking my business to shopify and pray for a better experience.

      1
      • Organization Name: Sweet and Southern Boutique LLC

      This comment refers to an earlier version of this review and may be outdated.

      LaVerna Saunders

      Organization Name: Just One Beauty & Fashions

      Can’t get through to them tonight on hold forever. I thought they were 24 hours?

      • Organization Name: Just One Beauty & Fashions

      This comment refers to an earlier version of this review and may be outdated.

      Jerry Drew

      Organization Name: NetworkHVAC

      Big Commerce has gotten STUPID on their pricing, and they continue to remove little things from their main mission and force you to go 3rd party… more fees. They QUADRUPLED our prices after we’d been with them for a year.We’ll move away as soon as we finish research.

      1
      • Organization Name: NetworkHVAC

      This comment refers to an earlier version of this review and may be outdated.

      Buddy Hansen

      I’d like to know what the actual real life rate folks using Big Commerce with PayPal are paying. As I understand it if the transaction is a PayPal transaction the rate is 2.9%. If it’s credit card it’s 2.2. Can anyone report on the split between their customers payment type is and what the effective rate might be?

        This comment refers to an earlier version of this review and may be outdated.

        Silvio Duque

        This comany does not answer support tickets and the themes they offer has mayor bugs, after 2 months of sending emails and supoort tickets i never got answer and they now say , they are keeping my one year suscription money , no refund, no answer to any problems. they never hava answer for problems andlive support is very bad, stay away from this themes and company

        1

          This comment refers to an earlier version of this review and may be outdated.

          Lisa Strong

          The purpose of customer service seems to be to evade. I was recently told that having 17 H1 tags on a page is okay. Whenever I present an issue it’s either ignored or I’m referred to a third party which costs money. They claim, “BigCommerce makes it easy to create a beautiful, engaging shopping experience. And your store won’t just look good — we’ve built in all the latest features and best practices for better search rankings, faster page loads, and higher conversion.” This is taken from their website. What they don’t tell you is that you will need to pay hundreds of additional dollars if you ever want your website to pass mustard with Google in terms of speed and many other things. I’ve been a customer since 2011 through three themes and multiple issues, and I have no confidence in them anymore. It’s all about making money and how can we squeeze a little more out of each customer, and they make it obvious.

          1

            This comment refers to an earlier version of this review and may be outdated.

            Dee Dee

            My sales dropped about 30% since we migrated from Prostores to Big Commerce. There is constant downtime with glitches and DDOS attacks. Plus they keep changing the dashboard, the reports are worse and they have a bad prcing model. They seem to never have test or double check their updates!

            2

              This comment refers to an earlier version of this review and may be outdated.

              Henry

              Customer service is a joke! No matter what plan you are in. Even at the enterprise level, it is still very poor. Also, poor documentation for a developer, especially for their Stencil platform. Get away from it. I repent not going to Shopify or another platform at the very beginning. Now, it will cost time and money to move.I forgot to say: They are extremely slow in implementing any new feature. They can take years to do anything. If you are serious about eCommerce and want to grow, Bigcommerce is not the right place. We’ve been with them for more than five years and it is getting worse. Oh, be careful with their price model. They will penalize you for being successful. Your price can go up from a couple of hundred dollars to a thousand overnight and it will not stop there. As you grow the number of orders, they will keep increasing their price.

              1

                This comment refers to an earlier version of this review and may be outdated.

                Paul Aiello

                Somewhat user friendly but again, little to no support. Received a gmail from Aubree who wanted to spend 5-7 minutes on phone helping me set up. Replied to her email trying to set up and then called and left VM messages with no reply. They’re not smart enough to get new customers up and running before they leave them hanging. Go with Shopify, I heard they’re better anyway.

                1

                  This comment refers to an earlier version of this review and may be outdated.

                  Chad VL

                  Wow. I’ve been planning to move from Shopify to Bigcommerce for over a year, and was just needing the time to do it. Mainly I wanted a platform to to better handle both retail and wholesale customers. After all these comments, I’ll probably just stick with Shopify as I really have no complaints with them apart from needing complicated apps to separate the customer groups.

                    This comment refers to an earlier version of this review and may be outdated.

                    Aaron Vaughan

                    Organization Name: ANNE VAUGHAN DESIGNS LLC

                    hey chad, funny we were shifting from bigcommerce to shopify and i am stalled after realizing all of the apps and add ons you need to get in shopify to just get the same level of functionality as bigcommerce…curious if you stayed at shopify or moved?

                    I will say we have been bigcommerce for 6 years and although we do not use support much, i havent been horribly displeased…the big reason we wanted to move was to customize more for wholesale (which now i realize is a pain on shopify), we needed a new theme and look, and their pricing model scared me, as i could see being bumped up in the next tier pricing within the next year.

                    • Organization Name: ANNE VAUGHAN DESIGNS LLC

                    This comment refers to an earlier version of this review and may be outdated.

                    Richard

                    BigCommerce has significant issues that are detrimental to a $650,000 revenue generating site. I would not recommend it if you are migrating or considering scaling your business up.The new Stencil ‘upgrades’ are littered with random javascripts that are not pertinent to the site. BigCommerce claims they are aware of the issue, but have done little to rectify it in over a month. The data is either being gathered and sold, or it is a major engineering issue which is causing drastic load times.Major issues: -Load times: Exceed 20 seconds according to Google Analytics. This is based on hidden scripts.-API Payment Issues: BigCommerce has emphasized their integration with Braintree. Yet, their API is significantly flawed. The system issues automatic ‘void’ pings to Braintree which has caused thousands of dollars lost.-Many services have been ‘offered’, some have been implemented, but nearly 50% of the services discussed seem to be canceled.In addition to the aforementioned, other issues relate to the terrible pricing structure. It requires constant upkeep to find workarounds for BigCommerce engineering issues. However, hosting fees exceed $6,000/year.I’ve been blamed many times for issues caused by engineering, but after discussing and providing multiple screenshots, the Customer service finally acknowledges that it is an internal issue. Unfortunately, this takes about 10 hours a month and there’s NO COMPENSATION for the issues they have caused.

                    1

                      This comment refers to an earlier version of this review and may be outdated.

                      jack

                      I’ve been a BigCommerce user for about 18 months. It has a lot of tools and is pretty powerful, but difficult enough to set up that the layperson can’t do it or maintain it. It’s not been a good platform for me as a photographer and their customer service is amongst the worst I’ve ever experienced. Their tier 1 people that you actually get to interact with seem to have absolutely no knowledge of anything and their tier 2 response (by email several days later) is invariably that it is not their problem. If I wasn’t in to this site for about $6k I would start over.

                      2

                        This comment refers to an earlier version of this review and may be outdated.

                        Ken

                        Take it from someone who has been there, cut your losses and get out. It only gets worse from here. You think the support is bad now, just wait until their hosting or features fail and leave you stranded. I guarantee you will be too small for them to care about helping. Is it really worth damaging your business and reputation over the amount you’ve already invested?The longer small businesses keep supporting horrible companies like BigCommerce the longer they will keep taking everyone’s money without any regard.

                        1

                          This comment refers to an earlier version of this review and may be outdated.

                          Connie

                          I have been with Big Commerce for 1 1/2 years – moved from Yahoo. They have a lot of great features BUT my organic traffic has dropped 40% – horrible customer service – many of their top features have so many limitations and glitches they don’t work under many circumstances. If you contact customer service they will 100% deny it could possibly be them until you have called about 3 times and provided proof it can’t be anyone else – then a few days later you get an email saying it’s a “known” problem or their “engineers caused the problem” but it’s not fixed yet. The have some wonderful apps – but the apps can’t fully integrate with BC because BC limits what they can do. I was hoping some of the respondents would say where they moved to – I was holding off because it cost to much to move to BC but my patience with their support and their direction into trying to fit all stores into a tiny box (no thinking outside the tiny box allowed) with their new stencil direction and no customizations to the new checkout – my leaving is just a matter of finding the time do go through another move.Anyone have any ideas which direction to go. I am watching to see if Verizon follows thru with the Yahoo purchse and what happens from there. Wish I never left Yahoo.

                          1

                            This comment refers to an earlier version of this review and may be outdated.

                            Justin Earl

                            I am in the same boat – I am exactly 1 year in and not pleased with support or the quality. I recently decided I should starting using the Ebay integration so I can stop updating inventory of 2000+ products separately on two different websites. But, it doesn’t work It has one “profile” only and so can”t accommodate multiple shipping methods (like First Class for stuff under 1 lb and Priority for stuff over 1 lb). So it errors out and does not work. Tech support just says they’re working on it. Really? Why is it an option to select still if it doesn’t work? And it changed my Product view which doesn’t search correctly anymore (Boolean logic and intuitive searches no longer work.. you have to search with only a single word or it returns tons of irrelevant results).

                            I took a deep dive into Shopify and while their support is better, when I do the math on their transaction fees, I come out to about the same money per month. I have several friends using Zen Cart and I think that is where I will end up. I am so busy right now I didn’t have time to migrate before my Dec 28th renewal, so my goal is to switch everything over to Zencart next December. It will save me about $150 per month and there is tons of support out there for Zencart.

                              This comment refers to an earlier version of this review and may be outdated.

                              Ilcho Vuchkov

                              Excellent SaaS Service for a Standard E-commerce Website (Shopping cart) and/or Portal!* but if the enterprise need more customized solution and don’t want to pay for each sale… you know… they need custom development solution… Sorry 🙂

                              5

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                                Ken

                                What are you talking about? The only possible reason for anymore than one star is if you work for them, get business from them, or invest in them. BigCommerce went out of their way to push mid size businesses out to capitalize on bigger fish. The only companies that raise rates more than 500% in one shot would be Pharmaceutical companies. BigCommerce is a train wreck pulling a dumpster fire and if you sign up with them after reading the thousands (not “a few” as some state) of negative reviews you deserve what you get.

                                1

                                  This comment refers to an earlier version of this review and may be outdated.

                                  RAM

                                  Beware of this platform if use an Apple Mac or the Safari Browser. Their new dashboard is not compatible. Still they are moving forward and expecting everyone to move to Google. When I spoke with them I was told to switch to google.Still, customer can not print an invoice from their account. It is time consuming for the business owner as they have to be printed, scanned and sent. Seems like this is pretty basic. Still, have to login in several times an hour even though they said they were working on it but nothing has happened yet. We have moved one business to another platform and working on the other. Expensive and time consuming.

                                  1

                                    This comment refers to an earlier version of this review and may be outdated.

                                    Norma Toraya

                                    I used Bigcommerce for many years, but they could never keep up with their competitors. When the price changes happen in mid 2016, it just didn’t make sense to keep their services and cancelled.Billing is horrendous. They must be farming it out. I keep getting charged for a monthly plan I cancelled over 3 months ago. Every month they invoice and charge me automatically. Every month it is a different excuse to why I got billed or why a refund didn’t go through or why I get re-billed automatically right after a refund goes through). Customer support leaves you resorting to twitter if you are no longer a customer. If you are no longer a customer, it is very difficult to get through to billing. A lot of time is wasted on the phone (billing hours are m-f 9 to 5). They falsely sell the 24/7 support model.As a company, they don’t respect their customers time (they seem very irritated over the phone also). Big warning – just go somewhere else.

                                    1

                                      This comment refers to an earlier version of this review and may be outdated.

                                      Sea dub

                                      I have been using BigCommerce for just under a year. Correction, trying to use.We integrated their QuickBooks application; it doesn’t work. When told about this their response was for me to work with QB. Strike 1They “upgraded” their system which kicked out my admin login and password. After many times trying to get a new one they had an excuse about clearing my cache. I did this and still no luck. They told me to seek the help of a developer. Strike 2Recently I asked their “support” about how to change font color and size. Their coding response didn’t work. When I replied that it didn’t work here is what I received…”My apologies if there was an error on your end. It would be best if you could try seeking for help with a developer for the font color and the font size to be changed. Wishing you success and we are glad having you in the Bigcommerce family! Do you have any follow-up questions/concerns? Please don’t hesitate to contact us for your future questions/concerns and we’ll be glad to assist you further. Have a good day!” Error on my end-you gave me the instructions.Strike 3-they are out!Spend your money and time elsewhere or have a developer on staff to fix their issues.

                                      1

                                        This comment refers to an earlier version of this review and may be outdated.

                                        RA

                                        Been overfilled for 4 months now with no action from Big Commerce. Wish I hadn’t put so much effort into my website. The only reason I have not switched is the time it is taking me to transfer to a new site. Sales and customer service can only do what the boss says to do. Helpless middlemen.

                                        1

                                          This comment refers to an earlier version of this review and may be outdated.

                                          Anne Kowaczyk

                                          Erik, you might want to change your review of the BC platform based on all the reviews I see above this one. Bigcommerce is a big disappointment. Their dashboard is cumbersome, their order management system is terrible – no way to customize order status labels to make them relevant to your own store. No way to order products on category pages except alphabetically (except an inept and unusable “numbering” system, where the product position is determined site wide and cannot be adjusted by category). Spell check exists for meta description box, but there is no spell check for the main page product description box. Product posting is a tedious nightmare with multiple tabs that need to be pressed to complete different aspects of the product post. You have to constantly wait for the next tab to materialize – just make the posting page longer!!! Unbelievably, there is no integrated email system, just a half-assed “messaging” system that sucks.There’s more… but I’m sick of typing. I had a Yahoo store for 7 years before BC and migrated because Yahoo had no responsive mobile templates. Now that their transition to abaco is almost complete, I will be looking to migrate back to what was an impeccable system that I wish I never left.

                                          1

                                            This comment refers to an earlier version of this review and may be outdated.

                                            Justin Earl

                                            I just spent 3 months and thousands of dollars converting my QSC store of 2000+ products over to BigCommerce. I launched 3 days ago and discover that BigCommerce’s platform does not work properly with the Samsung browser or Windows 10 Edge browser. I contact tech support (you have your choice of e-mail which takes 14+ hours for them to respond to, or live online chat which is seldom available) and am told that since my site is working fine on his phone (the support rep responding to me), I need to hire a professional developer to make my BigCommerce store work on the Samsung mobile browser and Windows 10 Edge browser. Seriously? I’m not talking about some obscure open source browser… I’m talking about millions and millions of users cannot access my store (the bug is the menus won’t expand properly in either… and so those users cannot navigate off of the homepage… i.e. they can’t shop my site).I spent weeks researching a new ecommerce platform and finally decided on BigCommerce. Now,, I have too much time and money sunk into them to switch again for a product that does not work as advertised. If you need a company who will listen to their customer’s needs, these guys are not the right choice.

                                            1

                                              This comment refers to an earlier version of this review and may be outdated.

                                              Abbey

                                              We feel your pain Justin! We are getting calls on a daily basis with customers upset they are not able to checkout or properly navigate our website when using Edge. Big commerce pointed to our custom design and outside developers to fix the issues, which in return we were told all the code in the world wouldn’t fix the fact BigCommerce does not support Edge. Bigcommerce states on their developer portal “We drop (browser) support when usage falls below 2%.”….. unfortunately that is not true since Edge is currently at around 4.9% and rapidly growing as of May 2016.

                                                This comment refers to an earlier version of this review and may be outdated.

                                                Kale

                                                I lost 12% in business moving from prostores to bigcommerce 12 months ago. They also just recently did a price increase on our business at 800% we were at $199 a month and now they are charging us $1800 a month. I feel they are a horrible company and wouldn’t suggest anyone using them. Look to shopify or another company. Also shopify will lock your rate in for 3 years up front.

                                                1

                                                  This comment refers to an earlier version of this review and may be outdated.

                                                  Mark Wilmot

                                                  Your review of the Big Commerce platform was, without a doubt, the best review of a product I have ever read. It was educational, informative, and highly useful to me as I research e commerce platforms. Thank you for putting such a high-quality effort into a review!

                                                  5

                                                    This comment refers to an earlier version of this review and may be outdated.

                                                    Ken

                                                    Mr. Wilmot’s reply sounds like a planted fake review from someone at Bigcommerce to offset all the negative reviews coming out. Mark Wilmot is obviously not using this platform as a serious store owner or one of us who experienced the 500% rate increase (or more). I left Bigcommerce last month and I have been recommending everyone else do the same. Even if your rates did not increase during this round, you should be suspicious of any company who blatantly lies to customers or uses deceptive business practices. Their only motive is to boost their company IPO at any cost to go public. BigCommerce is not to be trusted and store owners have been jumping ship at an alarming rate. I wouldn’t want to be stuck on their platform when the whole thing bellies up or files for bankruptcy. They are NOT the company they once were when the original review was written.

                                                    1

                                                      This comment refers to an earlier version of this review and may be outdated.

                                                      EDR

                                                      Would strongly urge any merchant against using BigCommerce. Like many other clients our rates tripled overnight. But it’s not the rate that makes working with BigCommerce so difficult. Support is spotty, the platform is buggy, when bugs are discovered by merchants they’re often not addressed for months–two of ours are over a year. We regret ever having chosen this platform and will be switching ASAP.

                                                        This comment refers to an earlier version of this review and may be outdated.

                                                        cam

                                                        Lost over 20K these clowns; between developer costs for a website we will never use; cause it never worked, and their severely overpriced ‘white-glove’ enterprise solution, that was nothing more than a guy calling once a week at most to read you their knowledge base, I have to call them close to crooks.

                                                        1

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                                                          Chris

                                                          They increased my monthly fee from $79/month to $1,200/month. How would you ever trust them in the future that they wouldn’t just change fees again on their whim? I strongly recommend users investigate future changes to fees before signing up.

                                                          1

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                                                            Ken

                                                            I agree, same is happening to our store with Bigcommerce. Nearly a 500% increase expected in the coming months due to our volume of orders. That is why I am in the process of migrating over to Spark Pay (formerly AmeriCommerce). It seems Bigcommerce is no longer interested in supporting mid sized businesses since their rate increases are obviously designed to push us out. Who could afford to stick around under those circumstances? I think they are only interested in retaining their enterprise customers or low volume hobby stores that don’t otherwise hit their resources in preparation for their IPO. It’s really too bad because I have poured over 4 years of hard work into my store on Bigcommerce. They are not to be trusted and I have already advised other stores that I originally referred to them to get out while they still can.

                                                            1

                                                              This comment refers to an earlier version of this review and may be outdated.

                                                              Arjun

                                                              A warning to those who join BigCommerce, although they do provide a good platform to sell, if you want to cancel your plan there are big issues. Their communication is very poor and even though they call when signing up, they never actually call when you want to cancel.

                                                                This comment refers to an earlier version of this review and may be outdated.

                                                                Amad Ebrahimi

                                                                Thanks for the heads up Alice!

                                                                  This comment refers to an earlier version of this review and may be outdated.

                                                                  Thomas Walder

                                                                  Hi Amad,

                                                                  I have a website presently with Magento, but have been advised that they are shutting operations as of Feb. 1. They have endorsed Big Commerce as the place to migrate to. Big Commerce has a serious marketing plan to take over all of Magento’s customers. They recommend the gold plan at $69.95 per month.

                                                                  I own a small silver jewelry wholesale company. I presently have about 600 product pictures on my Magento site. I have over 3,000 products in stock right now and plan to slowly expand my site over the next year or so.

                                                                  Do you think Big Commerce is an ideal company for me to go with – anyone else you’d recommend? I am practically useless technically speaking so their free migration to their site is very appetising. If I found a far better option, I would be able to hire someone who is technically sound to move my site for me.

                                                                  Best Regards,
                                                                  Thomas Walder
                                                                  Bijou Nous-Vos Silver

                                                                    This comment refers to an earlier version of this review and may be outdated.

                                                                    joey

                                                                    Good Ideas But Lack of Detail To Primary Features of Processing and EditingProsVery helpful staff that speaks great english! Most of the system is very easy to use and find editing tools or settings. ConsThey are lacking on a couple MAIN ESSENTIAL FEATURES that you wouldn’t think bigcommerce would ignore or not notice. I know they are aware because I’ve address the issues several times with little response or care to resolve on there end. Below are the issues.Issue #1Applying customer store credit to orders on the backside of the system when helping enter order for customer…and not having to log into customers account on the front side.This way if I help a customer with placing there order I can enter it on the backside of bigcommerce instead of going to my site, log into customers account, place the order, apply credit, and finalize order.Issue #2 (Big problem and very strange they didn’t include a edit feature here)Bigcommerces platform is the first I’ve seen that doesn’t allow me to update or change the customers purchasing method.- EXAMPLE: customer first wants to pay with check…so we finalize the order…then get a call from customer stating they want to pay with credit card now. Currently I have to delete the current order and place a new order since there is no option to allow payment change or update. Issue #3 (Very important to have something for this when you have multiple designers and vendors)Editor notes for products would be nice to see. I would also like to see a area on products to state which vendor I buy the product from. Maybe also throw in a note area for designers to make notes for only admin users to see on a product.- EXAMPLE: 
Product Name: imac 
Vendor: apple or mega distributors 
Cost: 500.00 each (12+ $455.68) 
Editor Notes: Last edit JohnDoe 4.1.14 still need to finish option setsIssue #4 (Very big problem….what was bigcommerce thinking?!)How to change orders marked shipped or partially shipped as NOT shipped.Currently bigcommerce has nothing in place for changing a orders shipping status. What I mean by this is…below.Example of problem: – Customer orders 5 boxes of product A. – Warehouse notifies processing agent order has shipped. – Processor marks order shipped with tracking number which then the system sends email to customer notifing them the order shipped. |- Warehouse then notifies processor they made mistake and only shipped 1 boxBigcommerce’s suggestion was:- Email customer and tell themOR- Cancel the order and create a new one, Problems with that are: – Accounting system like QB is tied to that order number already so we would have to change every form in all our systems. – Customer would have to note new order number….and if we do it without customer knowing they will get emails about new orders plus and start calling us with confusion.How the system should work: (which other ecommerce systems have)- I should be able to cancel all shipments marked against the order and start again.- Or I should be able to edit and mark certain items in the order where shipped (X Date) and with (X tracking #)Advise to management:take the time to listen to customer and employees suggestions and maybe implement them. Especially when they are basic features and functions that should already exist.

                                                                    3

                                                                      This comment refers to an earlier version of this review and may be outdated.

                                                                      Jordan

                                                                      BigCommerce CSV product import is poor at best. It is riddled with bugs. A product import or update through a CSV does not work. These are the problems I have been facing for 7 days in a row:——————–(1) The CSV import will add only a few products, not all(2) If you remove products and start fresh, the import message window will say that there are duplicate products (although you ask to overwrite existing products)(3) Product field values (description, shipping etc.) will not update for all products or not update at all or it may update just for a handful products(4) What I have seen time and again is only 7 product are imported each single time(5) Every time you contact BigCommerce Support, you will get a different answer. Support is poorly trained and learning on the job. Also they often will give an answer to a question that you did not ask. For example, instead of telling why my product CSV (Based on Bulk Import template) does not work, they will tell you how to create a sample product by hand and export a bulk import template – which does not work in my case. I have 5,000 products to import(6) If you are moving from Magento for its complexity and expensive developer cost or Shopify or any other…. stop there. You will be making a mistake to hope that BigCommerce is easy and bug free(7) BigCommerce is riddled with bugs… they have gone to market prematurely——————–BigCommerce Sales will not tell you about any of these problems. Once the sale is made, sales will not even answer you calls or e-mails.

                                                                      5

                                                                        This comment refers to an earlier version of this review and may be outdated.

                                                                        Michael

                                                                        I have had Bigcommerce for a few months now, when i signed up they said I would be able to change the color or add images to my back ground just follow the help instructions, well i can’t change them because the template is corrupt and they tell me i have to pay some one to fix their template…Maybe they were good in 2009 when they were hungry…Looks like their not hungry anymore. Going to check out Nexternal.

                                                                          This comment refers to an earlier version of this review and may be outdated.

                                                                          Jon Rench

                                                                          I agree with the last review. that was from Nov 2012. The same things that user is stating still hold true. The shopping feeds are all broken, now even google data feed is broken and not uploading automatically. they still have not fixed the image url’s like they said they would. None of the images contain your own URL only the CDN urls. They have continued to ask what people want and then ignore them or tell them its in the pipeline when it has been infact almost a year now and the basic functions they market themselves on are still broken and have not ETA of being fixed. Numerous software bugs are allowed to go unfixed until enough people complain and then instead of fixing the issues they recommend trying a third parties software that will fulfill that function but at a nice monthly cost. I used to like their setup, but over the past year of being told its being looked at and no fixes coming happening I am shopping around for the next store setup to launch my next web-store on. If that pans out better then i will migrate my existing store over. I do not want to throw away 150+ a month on software that i have to find work arounds to get to work.

                                                                            This comment refers to an earlier version of this review and may be outdated.

                                                                            P C Sawyer

                                                                            I tried to cancel my store which never took of and was offered a $5.00 Trial. I then tried to cancel but they put me on a Trial , then started billing me again at the full rate. After way too much time on hold and no response to my emails, I got a live person that would not refund the unauthorized charges.
                                                                            I would nor recommend Big Commerce due to a lack of customer service and unreliability of their software.

                                                                            Try another company!

                                                                              This comment refers to an earlier version of this review and may be outdated.

                                                                              PAULA LINDSAY

                                                                              I switched to Volusion last year and I cannot say enough positive things. The customer service is great and I can always get someone whether it be chat or email or phone. Always..the comment when I apologize for bothering them is…that’s why we are here. The dashboard is more than user friendly and the system is easy to use. If not.. call customer support… they will assist. I LOVE VOLUSION! From a non- biased REAL customer. .

                                                                              5

                                                                                This comment refers to an earlier version of this review and may be outdated.

                                                                                ereader

                                                                                They now host your images on their external cdn1.bigcommerce.com/* domain, so every single page you have now links back to their domain, increasing their own PR.All of their shopping feeds are broken except one [and that’s a work-around you have to do, it’s not the normal click click done (eg of broken feeds: nexttag, pricegrabber, shopping.com, mysimon)…Most importantly… If you EVER want to build up your own sites PR (especially with regards to products)… If something goes to 0 stock, you cannot remove the product from your store [so people see a list of in stock/out of stock items and have no clue which is which until they click through to the page]… If you do remove it, it creates a 404 error [and this is clearly because it saves them data/bandwidth and keeps their bills down]. Their company is a joke… Try the 15-day trial… I guarantee you will be dissapointed.

                                                                                1

                                                                                  This comment refers to an earlier version of this review and may be outdated.

                                                                                  Scott

                                                                                  Couldn’t agree more. Choosing this company as our hosted shopping cart provider was a big mistake.

                                                                                    This comment refers to an earlier version of this review and may be outdated.

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