Last resort letdown...
So we have had a Volusion Store for just under 8 years now and do a sizeable business there. As they are losing market share we were …
Starting at $29.95 per month
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What is BigCommerce?
BigCommerce is a SaaS platform that allows SMBs to develop eCommerce sites. Features include the capabilities to design the storefront, configure products, manage payments, generate traffic, and optimize conversion.
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Popular Features
- Product catalog & listings (413)7.878%
- Visual customization (403)7.474%
- Mobile storefront (401)7.373%
- Product management (410)6.868%
Reviewer Pros & Cons
Video Reviews
3 videos
User Review: BigCommerce Takes Sales Online For Sellers With Ease
02:35
User Review: Business Depends on BigCommerce With Easy-To-Use Platform & Great Customer Service
02:54
User Review: BigCommerce Keeps Focus On Product For Business While They Handle The Software
04:25
Pricing
Standard
$29.95
Cloud
per month
Plus
$79.95
Cloud
per month*
Pro
$299.95
Cloud
per month*
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.bigcommerce.com/essentials/…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $29.95 per month
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What is BigCommerce?
According to the vendor, BigCommerce is one of the leading cloud ecommerce platforms for established and rapidly-growing businesses. Combining enterprise functionality, an open architecture and app ecosystem, and market-leading performance, BigCommerce aims to help businesses to grow online sales with less cost, time, and complexity than on-premise software. BigCommerce powers B2B and B2C ecommerce for more than 60,000 brands, 2,000+ mid-market businesses, 30 Fortune 1000 companies, and industry-leading brands, including Assurant, Ben & Jerry’s, Paul Mitchell, Skullcandy, Sony, and Toyota.
The vendor says that the product provides the following benefits to customers:
The vendor says that the product provides the following benefits to customers:
Customize and innovate at a lower total cost of ownership
Build in HTML, CSS, and Javascript
96% of brands relaunch in 2-4 months
Test and push changes without downtime in a local environment
Focus on generating sales, less on monitoring security & performance
PCI DSS 3.2 certified at Level 1
99.99% median uptime
Multiple layers of security through the Google Cloud Platform
Leverage your existing tech stack with flexible APIs
90% of platform data is exposed to APIs
400+ API calls per second
Headless commerce out-of-the-box, across any front-end
Solve your toughest challenges with SaaS
B2B, Wholesale
Headless Commerce, Wordpress
Multi-channel
International
Build in HTML, CSS, and Javascript
96% of brands relaunch in 2-4 months
Test and push changes without downtime in a local environment
Focus on generating sales, less on monitoring security & performance
PCI DSS 3.2 certified at Level 1
99.99% median uptime
Multiple layers of security through the Google Cloud Platform
Leverage your existing tech stack with flexible APIs
90% of platform data is exposed to APIs
400+ API calls per second
Headless commerce out-of-the-box, across any front-end
Solve your toughest challenges with SaaS
B2B, Wholesale
Headless Commerce, Wordpress
Multi-channel
International
BigCommerce Features
Online Storefront Features
- Supported: Product catalog & listings
- Supported: Product management
- Supported: Bulk product upload
- Supported: Branding
- Supported: Search & filter
- Supported: Mobile storefront
- Supported: Product variations
- Supported: Subscriptions & downloads
- Supported: Website integration
- Supported: Visual customization
- Supported: CMS
- Supported: Customer service tools
Online Shopping Cart Features
- Supported: Abandoned cart recovery
- Supported: Tax calculator
- Supported: Shipping calculator
- Supported: Integration with Amazon
- Supported: Integration with eBay
- Supported: Checkout user experience
Online Payment System Features
- Supported: PayPal integration
- Supported: Returns & refunds
- Supported: Single-click checkout
- Supported: eCommerce security
- Supported: B2B features
eCommerce Marketing Features
- Supported: Promotions & discounts
- Supported: Personalized recommendations
- Supported: SEO
- Supported: Product reviews
- Supported: Social commerce integration
- Supported: Customer registration
eCommerce Business Management Features
- Supported: Multi-site management
- Supported: Order processing
- Supported: Inventory management
- Supported: Accounting
- Supported: Shipping
- Supported: Custom functionality
Additional Features
- Supported: High Availability (HA) infrastructure that allows us to deliver 99.99% uptime
- Supported: Open Platform: 90% of the BigCommerce platform data is exposed to the API
- Supported: Server-to-server API functions enable a headless commerce on WordPress and more
- Supported: Develop, test and push changes without downtime in a local environment using the Stencil CLI tool.
- Supported: Omnichannel management (Amazon, Ebay, Facebook, Instagram, POS)
- Supported: Global CDN, localized payments and multi-language support
BigCommerce Screenshots
BigCommerce Videos
Create differentiated commerce experiences on the industry’s most versatile enterprise solution.
BigCommerce Company Values
Scale your business with WordPress on the front-end and free up server resources from things like catalog management, processing payments, and managing fulfillment logistics, with BigCommerce on the back end.
BigCommerce Integrations
BigCommerce Competitors
BigCommerce Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
BigCommerce Downloadables
Frequently Asked Questions
BigCommerce is a SaaS platform that allows SMBs to develop eCommerce sites. Features include the capabilities to design the storefront, configure products, manage payments, generate traffic, and optimize conversion.
BigCommerce starts at $29.95.
Reviewers rate Product catalog & listings highest, with a score of 7.8.
The most common users of BigCommerce are from Small Businesses (1-50 employees).
BigCommerce Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 60% |
| Mid-Size Companies (51-500 employees) | 30% |
| Enterprises (more than 500 employees) | 10% |
Comparisons
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Reviews and Ratings
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Reviews
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June 11, 2019
BigCommerce: the only choice for bricks and mortar?
BigCommerce is the backend to our online webstore, which is connected to our bricks and mortar point of sale system. When connected to a point of sale software that is compatible, it can automatically update the online inventory when something is sold in-store. This way, clients browsing product pages will be able to see exactly how many products are left in inventory.
- The loading speeds and server response times improved since they switched to Google's data network (used to be Amazon)
- There are no limits to customer support or bandwidth (both included in the plans)
- BigCommerce has a decent ecosystem of apps that connect with other major platforms like ConstantContact, Klaviyo, and more. You will need to watch your spending on apps that add (arguably basic) features, as three apps can cost more than Bigcommerce's monthly bill alone. To get our website to the point it's at today, we're currently running 6 apps.
- For what it is, BigCommerce is easy to set up and maintain, and you don't have to worry about security since it's all cloud-based
- Compared to Shopify, BigCommerce's themes don't seem to be as attractive and they are difficult for non-programmers to modify
- BigCommerce uses handlebars for its markup, not regular HTML, for what it's worth
- It seems like BigCommerce is slightly behind Shopify in terms of adapting to new platforms or technology
- You used to be able to edit your product images quickly using BigCommerce's built-in image editor which was powered by another company called Pixlr. One day it stopped working and BigCommerce left the link there to the non-working Pixlr app. It's still there and support said they are debating whether to create their own image editor, or remove it altogether. Seems like a bad decision to leave it up there with no alternative in place.
I am an holistic healthcare practitioner and herbalist. As one part of my business, I have an online store, for which I use BigCommerce.
- Ease of use
- Timely customer support
- Updates for themes and other issues
- Analytics
June 10, 2019
BigCommerce Review
We use it strictly as an e-commerce platform for selling of autmotive keys and remotes for B2B. It is used by our entire company for researching and marketing to locksmiths, repo agents and locksmith supply companies across the continental United States. We have been, overall, very happy with our experience. There are issues that we face using the platform, but generally, we are able to work through them or find a work around.
- Easy to use.
- Large product catalogs supported very well.
- Up time is very important to us.
- Faceting and filtering should be easier and offer more options for facets.
- Themes are generally very expensive.
- Apps should be available to Admins, at least for testing.
June 09, 2019
BigCommerce is our platform of choice!
BigCommerce is the base for our website, Unicycle.com. The site is our main source of income and how we show our product, unicycles, and related parts to the world. We were using Magento before that, but Magento did not have the customer service and ease of use that BigCommerce offers. Moving and creating an entirely new site was a huge undertaking, but we have been so grateful to have the 24-hour customer service to call whenever we have a challenge on the site.
- 24-hour customer service.
- Getting into areas of the backend is easy to find and easy to use.
- I love that BigCommerce stays in touch with us, and as we have meetings, we find out other apps to use on the site that have been super helpful.
- The App marketplace is useful and easy to find the category we might have questions about.
- Drop down choices should be able to be sold separately on the site and be on a dropdown choice. Currently, that cannot happen.
- I do not like the "Stay on the line for 3 questions" at the end of each call.
- Bundling products should be easier and they should accept different products in a bundle, and not just the same kind of product.
June 01, 2019
The reason I Succeeded.
Online Product sales, nothing more.
- Product Options are numerous and complete
- Order organization.
- Customer contact.
- I am not a web guy, I just tell ours what I want to be done. He does not seem to have a problem changing anything I want.
- I would like to see more customization available in the Order Notifications. My products are built to order and may take up to 3 weeks or more to ship. The ability to continuously send status updates to the customer would be great.
June 01, 2019
BigCommerce - Great customer support, nice platform.
BigCommerce is utilized as our storefront for our retail business. It is utilized by all aspects of our company, from front end retail, to back end order and product management. It allows us to handle order taking, product management, and interfaces with our merchant account to allow retail transactions to be completed.
- Excellent, responsive customer service
- Integration with merchant account
- Integration of basic SEO principals
- Checkout layout and function has had significant upgrades, making it easier for customers to complete checkout
- Better support for those of us who accept a purchase order (heck, it's not even a payment method!) Need to be able to search by PO#, too.
- No in store catalog integration.
- Integration of more SEO features, cross selling, coupons added directly to cart, etc.
- Inventory management/accounting software integration (i.e., QuickBooks).
- Product returns system is awful. Can't keep up with when items were returned, status of processing returns, etc.
- No mobile app to easily manage store on tablet, smartphone. REALLY needed.
- Better bulk product modification abilities.
- Product options are awkward to configure.
- Lack of blogging features.
- Lack of ability to produce and disseminate newsletters.
- Searching for info in back end can be difficult sometimes.
- No way to notify customers when products return to stock unless you have someone add code or pay for an add-on. Should be standard.
- When you move up to higher levels within their pricing tier, there is a significant jump in price with no added benefits or features.
June 01, 2019
BC in a nutshell!
We use BigCommerce (BC) to run our E-commerce store and it is a big part of our operation. It enables us to successfully manage orders, customers, products and more and is an integral part of our day to day business operations. We also manage customer reviews, email marketing, google analytics and a preview app.
- BC has many options for order statuses that we are also able to change. It helps us a lot with managing the different levels of production each order is going through.
- BC offers many option sets for each item that is very helpful since all of our products are fully customized and require many available options.
- BC reports are very clear and enable us to view numbers and stats very easily.
- Customer support - it takes BC a very long time to fix issues with our backend that usually require manual coding on their part.
- BC pricing plan - that is a very big downfall - as we process more orders, we are being charged a lot more every month - something that other platforms like Shopify don't do.
- Some small limitations such as not being able to copy option rules which would save us a lot of time.
June 01, 2019
Great experience with e-commerce
We been using BigCommerce as our company's web platform since 2015.
- Customer service is exceptional. You call them, you get a person. No talking to automated robots.
- Platform is very intuitive and simple to use.
- No down time. In four years our website has never gone down or been unavailable to customers.
- Complex/advanced tweaks may require web designers.
- More frequent malware scans.
- More reasonable pricing for Enterprise tier.
Local family owned business with one physical location uses BigCommerce to sell our products to a wider customer base.
- Great support & status updates with tech issues.
- Very professional looking e-commerce stores.
- The platform provides pretty much everything needed to run a store without having to purchase extra apps.
- Very good and useful built-in analytics.
- Not quite as easy to use for the layperson as other platforms such as Shopify.
- Need to purchase a higher costing plan to get abandoned cart saver.
- Could have a wider selection of templates to choose from.
- Gift certificate function does not allow for customizing the gift card numbers. We can't use their built-in system do to the alphanumeric characters and our physical store's post system.
It is our eCommerce solution for our driduck.com site.
- Priced right
- Excellent eCommerce platform
- Strong user community involvement
- Include a refund API (not if this is currently in active development).
- Include a returns API (not if this is currently in active development).
May 27, 2019
I love Bigcommerce!
Bigcommerce is used as our ecommerce platform to sell consumer electronics on the internet. It's mostly used by our marketing team, our IT department has had some involvement with development and maintenance. I chose Bigcommerce because of the hosted platform options I believed it to be the best and still feel that way after a year of using it.
- Customer support is great.
- Up-time is very good.
- It's very user-friendly.
- Better plugins.
- More robust discounting/coupons set up.
- Dropshipping inventory options.
May 27, 2019
A Great E-Commerce Solution
Our organization uses BigCommerce to sell our products directly to customers that can purchase with a credit card. It has helped us to easily take credit card orders, and offer customers that are not eligible for credit terms to easily prepay for an order. BigCommerce is used by Sales, Distribution, and Accounting.
- Easy to customize
- Quickly go live
- Great customer support
- More free templates
- Some customization requires a developer
- Expensive
May 27, 2019
Big Commerce - Great online store experience
We use BigCommerce for our complete online store experience. Our catalog has over 1,000 products listed and available to purchase in our store. We are a book publisher and also offer digital eBooks which are available for easy download after purchase. Unlimited storage with BigCommerce really makes this a viable option for all the books we offer.
- Customer Service - They are always willing to help and go the extra step to solve the issues you are having.
- Uptime - Very little downtime if any at all, if there is an outage it is usually back up within 15 minutes.
- Digital download options - easy to setup and add your products for download after purchase.
- Coupon codes could be expanded giving more options and better management.
- Blogging options could be expanded a little more.
- Product reviews and management could be a little more detailed and better managed.
May 25, 2019
Happy with BigCommerce
We use BigCommerce as the platform for our e-commerce efforts in making our music and recordings available to customers throughout the world.
- The features of the platform are very intuitive.
- A novice can do most daily updates with some assistance from outside partners.
- The platform seems very responsive to internet searches.
- I would love BigCommerce to make it so you can have both physical and digital delivery available on one product page.
- It would help our business if there was a protected method of digital delivery for things like PDFs.
BigCommerce is used across the organization as part of our omnichannel method for customers purchasing from us. Customers can visit our brick-and-mortar stores, phone, email or live chat with us -- as well as buying online -- and utilizing a platform like BigCommerce allows us to maintain competitive pricing and consistency. Customers love being able to browse the product catalog online, order, and either collect or have home delivery of their order.
- Ease of use. You don't have to be a pro at any coding, designing, or even e-commerce to start your store.
- Without API we simply wouldn't be able to offer the same level of service online that our customers have to know, trust, and rely on offline.
- We haven't had to implement many changes to the default BigCommerce to see huge performance increases in organic and local search.
- Checkout customization. Our products are BIG, and moving them around the country is logistically challenging. Being able to offer the customer options for shipping, as well as payments, is critical to our success.
- Speed. Since the platform moved to the Google Cloud Platform, as well as the additional of Akamai, the speed has helped customers browse, check out, and purchase quicker. This is one of the top 3 things customers said they loved about our site.
- Theme customization. Unless you're comfortable reading code documentation or have a digital agency partner, you're going to struggle to really make your BigCommerce your own. This isn't such a big problem -- it's great out of the box!
- A lot of useful B2B integrations (such as quoting and purchase orders) are outsourced to third-party app/service providers. This means sales colleagues have to get used to multiple platforms in their day-to-day activity, when in reality, BigCommerce could do it with just a couple of tweaks in the backend control panel.
- Analytics. BigCommerce offers Insights, which help reveal poorly and well-performing products, to help optimizations -- but this comes at a huge additional cost for really not a lot of gain. For the same price of Enterprise Insights, you can have third-party business intelligence software that has the features of Insights, and then a whole load more.
BigCommerce is our main e-commerce platform. One of the reasons we chose BC was it integrated with Square POS which we use in two locations. BC also integrates nicely with eBay and other social media platforms like Instagram, Facebook, and Pinterest which were deciding factors in choosing BC over Shopify and Magento.
- Integration with Instagram: Very easy to enable purchasing through an Instagram post.
- Integration with eBay: Set up 100 test products in a couple of hours and had sales immediately the following morning.
- Integration with Google Merchant Center: once categories are set up, this takes all the sting out of handling Merchant center. Set it and forget it.
- Product views: If I am doing a search for a specific group of products, Let's say one category that I need to make price changes (MSRP, Cost, and Default Price) there is no easy way to do it short of export-import (not always easy to do). I should be able to pull up the category, select the first product, make changes, then click on a next button to move to the next product in the category. As it stands, I have to hit the back button in the browser to make sure I get to the next item.
- Sorting on the main Product page: I cannot sort by SKU or price - should be simple things.
- Hide when out of stock for a product: I should be able to set on the product level a "Hide when out of stock". Let's say I have a limited release product, only 50 pieces available then it is gone forever. I should be able to set it so when the last one is sold, the product no longer appears on the category page for people to find.
- The hidden product should be searchable by Google, but not by someone using the search function on the site. As it is a Hidden (not visible) product returns a 404 error, but is searchable on the site. Neither one of those options are helpful. I want Google to know we had hot-product-123 so people come to our site, but don't need customers to find it if they do a search for it.
- Back in stock notifications for products should be built into the platform. Other platforms do this and the only real option is a monthly add on app. It works but doesn't have functionality like Volusion's integrated in-stock notification system.
- Control Panel Search needs help. I should be able to search by any field whether it be customers, orders or products. it is silly what we have to go through to find information sometimes.
Bigcommerce hosts our web site. Everyone has access to it but I am the primary user as I process all the internet sales and add information or make changes to our site. In general, I would say Bigcommerce has been a benefit as a host for our site. The tools they provide are easy to use especially for a novice web site manager like myself. If I had to make a wish list, I would ask for more options in the cart level discounts, shipping area and "pre-order" area. Otherwise, Bigcommerce is a pretty good fit for our small business!
- Ease of use.
- Support is very helpful.
- Template options are extensive.
- Supplement companies such as ourselves need to have more options in the cart level discounts and coupon areas to provide better options for customers.
- Pre-order area should also be called "backorder" and have a few more options so customers can choose to be charged now or when the item is back in stock.
- Shipping: wish there were more variations to choose from so we could offer more options & price structures for our customers.
May 24, 2019
BigCommerce is a Big Deal
- Extremely dedicate customer service
- Category-level filtering with no app required
- A robust API that allows us to build even more features
- Clean, simple dashboard UI
- Great selection of payment options
- Email templates look old and lack customization.
- Product bundles aren't complex enough and don't work with existing product SKUs.
- Needs more coupon options and rules.
May 23, 2019
BigCommerce Super Fan!
We use BigCommerce at Crate Insider to sell race car parts. As an ecommerce platform, it is exactly what we need in order to sell effectively online. The software has also been able to scale with us as we've grown from 30 products to over 650 with thousands of SKUs. One of the most important aspects has been the ability to have real time shipping quotes from day 1.
- SEO
- Real time shipping quotes
- Organized, easy-to-use back-end
- Ability to customize
- Reporting
- Customizable blog
- A mobile app
BigCommerce is used across nearly the whole organization to handle customer sales, everything from visitors to the eCommerce site, to custom orders directly entered into the system. We use the platform to manage workflow and keep track of order information, including inventory and stock levels. Our entire workflow is based around BigCommerce platform including preparation of shipments. We couldn't possibly handle such a high volume of customer orders with such a small limited staff without such an easy intuitive interface.
- Flexible platform which is easy to integrate with existing systems
- Intuitive layout which is easy to navigate
- Superior customer service ready to help however possible to keep your store up and running
- Constantly innovating to keep up with a changing industry
- Extensive knowledgebase full of useful information to help get your store up and running fast
- No way to provide customers with order shipping estimates based on current queue when some items take longer to manufacturer than others
- Analytics features are useful but limited in capabilities. You'll want to use an external system for deeper data analysis of visitor and sales trends
- Default inventory management system is very basic and contains no method for reviewing history of inventory adjustments/changes for auditing purposes
May 23, 2019
Favorite E-Commerce Platform
We have two e-commerce sites through BigCommerce, one for each of our businesses. One account is Pro and the other is a Plus account.
We use the Pro account for Southington the Athletic Shop which sells team apparel, uniforms and fan gear that is customizable. We use the Plus account for our girls clothing line called JANT girl. We are a small business with less than 10 employees. BigCommerce allows our customers to place online orders with ease and gives us the ability to recap those orders and ship them out through shipping easy. I handle any issues that do not involve our day to day operations (theme changes and updates, payment processing, shipping integrations etc). I have trained one employee that does the daily tasks, adding products, hiding them and creating categories.
We use the Pro account for Southington the Athletic Shop which sells team apparel, uniforms and fan gear that is customizable. We use the Plus account for our girls clothing line called JANT girl. We are a small business with less than 10 employees. BigCommerce allows our customers to place online orders with ease and gives us the ability to recap those orders and ship them out through shipping easy. I handle any issues that do not involve our day to day operations (theme changes and updates, payment processing, shipping integrations etc). I have trained one employee that does the daily tasks, adding products, hiding them and creating categories.
- The platform is dynamic and can be manipulated very easily to fit all of our needs, even the needs that are not "standard".
- The support is fantastic. I don't think I have ever had to escalate anything to a supervisor because the staff is so knowledgeable.
- The partners they choose to integrate with (API) are some of the best in the business. BigCommerce sticks to what they are good at and allows you to use other partners so you are not forced to set up new systems with them if what you are currently using isn't broken.
- The BigCommerce community is helpful and I love that BigCommerce values their customers' opinions. The up-votes on suggested features and BC's follow through is inspiring.
- Our order exports could be organized better for our production teams. Order My Gear and some other sites that specialize in team sales and customization have a better grasp on that.
- The other day I imported products into the wrong store by mistake.. it took less than 10 seconds to upload and it's going to take me weeks of work to fix.
- I wish we could split up the invoice so that each company could have their own invoice directly from BC. Right now we have both on one account and have to split the payment up after the fact.
May 23, 2019
BigCommerce Review
We use BigCommerce to put all our store sales through. Customers use it on our website, and we use it in our brick and mortar store to input orders.
- Customer support is great, available 24/7
- Easy to use their built in templates
- Offer lots of other apps to add on
- They need a mobile app that allows you to do everything as the desktop
- Offer design staff that can help with small things for enterprise users, rather than having to pay extra to hire it out
May 23, 2019
BigCommerce: The good and the bad
We use BigCommerce every day to run our online store as well as our brick & mortar store. We do not process payments through BigCommerce because the payment methods in South Africa are different from the payment methods that are preinstalled in BigCommerce. We also used it to do invoices and run a reward program with an app we added to our store.
- Easy to use.
- Minimal bugs.
- A lot of good templates available.
- Updates software with no problems.
- Good support.
- No point-of-sale functionality.
- Scalability is low outside an e-commerce environment.
- More control over restrictions of users required.
- More stock control functionality and reporting would help a lot.
We use BigCommerce to host and manage our sales website. We sell Law Books and we have adapted it to help us sell to 10+ law schools and other law students throughout the world. This e-commerce platform makes all aspects of our business possible such as web hosting book lists, managing orders/tax charges, processing orders and notifying customers, not to mention the sales reporting we can draw from the system.
- Sales tax management
- Product/information hosting for customers to find what they need
- Connectivity to allow many shipping methods (UPS, FedEx, USPS, DHL, in-store-pickup, etc)
- Store/hold order information for both customer and product sales
- Product options that could be built-in rather than needing to add manually (ie. New and Used)
- Could use a system that could be used to rent products, not just purchase
- Reports could use some help to narrow down what clients are trying to find, rather than a mass report
- Mass re-pricing tool could use some help to make more user-friendly
- Inventory reporting could use some help to narrow down the information
420EDC switched to BigCommerce in 2017 to sell cannabis vaporizers and accessories. It is our primary e-commerce solution and primary revenue generator of our parent company Ithic LLC. It's made it easy to incorporate over 150 Products into an easy to follow and manage a website that is ever evolving with new products and categories and brands.
- Total Package
- Integrates with ShipStation for Fulfillment
- Is Easy to Maintain and Change
- Stellar Customer Support
- We've had fixes break my shop that needed engineers to fix, it would be good to not move backward by trying to move forward
- We have also had glitches on our homepage during some peak traffic times that took over a week to resolve. This needs to be faster, within 24 hours to be acceptable.
- Giving timeframes on issue resolutions and sticking to them.