Written on: 06/10/2013
Despite this company being in business for a number of years now, their software remains plagued with bugs and they have brought out close to zero features in the last year despite having an "Ideas" section on their website now.
Their transparency is terrible. They cannot provide dates on rectifying SEVERE bugs, some of which we reported up to a few years ago. Their priorities amaze us. A lot of their support is outsourced to Eastern Europe and the Philippines who do their absolute best to not ESCALATE tickets when they are BUGS. I have been told a few times on bugs that "this hasn't been reported by others", implying that certain bugs reported are simply not bugs and it is somehow user error.
System administrators who are the only ones that can resolve issues only work during normal business hours (Monday to Friday, 9 til 5 - they do not have shifts despite claiming to be a near 24 / 7 company). Their system administrators also take ages to respond to all their hundreds of escalated tickets, mostly presumably containing bugs. They will write "reports" in the USA for their engineering team in Sydney to follow up on. You will never hear an outcome. You will never know when or even if it will be sorted. None of them can provide resolution times. Their new features pending always end up taking months longer than anticipated.
Considering this company? DON'T use them. One of the poorest companies I have worked with. Support over-stretched. Management have no clue at all. BigCommerce should be ashamed of themselves.