Scalable, easy customisations, reliable and peace of mind security.
May 25, 2019

Scalable, easy customisations, reliable and peace of mind security.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with BigCommerce

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.
  • Our store has been online for three years on BigCommerce. Y1 revenue grew 35%, Y2 grew 52% YOY, and this year is 67% YOY. We've been able to add new product ranges to purchase online simply because of the technology, where other SaaS platforms failed to do this for us. The very few online competitors we face have invested hugely in customizations to their platforms (WooCommerce, Magento), where BigCommerce's API and third-party services can do at a fraction of the cost.
  • One of the less touted impacts of BigCommerce is repeat purchases. Customers love the site experience, specifically easy checkout, and they remember the experience and come back to us. 99% of customers would recommend us to a friend based on site experience.
  • Our margin has increased from purchases online. We promote a different customer group for B2B customers that has its own price list, allowing us to offer repeat purchasers cheaper prices and bulk buy discounts. This has increased loyalty, helped with customer retention, and increased orders and average order value across the board.
We have over 100,000 SKUs, and have not come across any technical reason why we wouldn't be able to implement all of them into BigCommerce. Some are quite complicated, with multiple products or customization options, and logistically challenging (trying to deliver a 500-tonne product to a small island off the coast of Scotland challenging), but the BigCommerce service is able to make these relatively easy for us.
The API is one of the biggest features in being able to scale up operations, either through linking ERP systems (such as SAP), automated inventory management, or powering our customer app. We've yet to come across something that stops us doing anything.
We've been able to use BigCommerce's open APIs to sync product inventory, availability in brick-and-mortar stores, customer credit availability, and more with our primary ERP system, without the need for third-party integrations -- meaning our data stays between in-house and BigCommerce.
The API also enables us to programmatically update pricing and price lists for customer groups.
BigCommerce had the lowest start-up costs against three major providers; Magento, Shopify, and WooCommerce. Most of the costs were hiring a digital agency (a BigCommerce recommended partner) to style the storefront to match our primary website, while in-house marketing assistants did much of the inventory and customer upload. It was an easy process, and during scoping and business case preparation, this was one of the key features we liked and one that we still use today. We still use the services of the original agency we started with.
Coming from a custom-built e-commerce solution, the peace of mind in BigCommerce's security is a big plus (it is ISO 27001 and PCI Level 1certified). It means you don't have to worry about complying with industry standards, and makes your journey through this easier.
It is really quick to get a store up and running, and cost-effective against other platforms, such as Shopify or Magento. In our project, we moved 2,500 SKUs into a custom-built storefront (with the help of an agency) in three weeks -- at 25% of the cost of an equivalent Magento system. It is well scalable and should easily manage tens of thousands of SKUs.
If you have many product customizations, the API of BigCommerce isn't easily suited to importing these. I'd be wary if you had anything more complicated than size/color product options, but I don't think any SaaS e-commerce platform does this well.

BigCommerce Feature Ratings

Product catalog & listings
Product management
Bulk product upload
Mobile storefront
Product variations
Website integration
Visual customization
Abandoned cart recovery
Checkout user experience
eCommerce security
Promotions & discounts
Personalized recommendations
Multi-site management
Not Rated
Order processing
Inventory management
Not Rated
Custom functionality

BigCommerce Support

Even if I have a ridiculous question, the support team are always patient and entertain my preposterous problems. I've contacted support via phone, chat, and email, and received great support in each channel.
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Poor followup
No - Support is quick and freely available. Live chat is always quick to respond, and the one time I decided to call the support line instead of chat/email, the handler went above and beyond to make sure my issue was understood. The resolution was even sent by them, so they showed a full circle approach to solving customer problems.
Yes - A bug we uncovered related to tax settings in the checkout. It turns out that it was a huge issue, and went unresolved for 2 months. This was because it affected multiple endpoints of the API and system of BigCommerce. I was kept up to date throughout the process, so while it was an inconvenience to customers, I did feel like it was getting resolved despite the lengthy timescale.
A bug that made it impossible to link to a product option SKU (and so made Google Shopping ads redundant) was identified when I had a live chat with an operative. Within the space of 24 hours after reporting the bug, including calls with account and product managers at BigCommerce, the issue was fixed and ads were back online.

Using BigCommerce

Whether you're a seasoned pro or a beginner, there's no part of BigCommerce that leaves you stuck for what to do. The interface is easy to manage and follow.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Managing customers and orders is an easy process, with the ability to easily see and copy customers' previous orders.
  • Price lists are easy to manage, with spreadsheet-like functionality being able to copy prices/discounts.
  • Payment options are easily integrated, and there are lots of providers to choose from.
  • Sort order (or display order) of products in categories. You have to manage this one product at a time.
  • Tax display settings. It would be easier to let the customers decide front end whether they want to see prices with/without tax. Instead, you have to choose for them.
  • Google shopping. If you have complicated product options, it's easier setting up a custom Google feed than using the built-in feature.
Yes - For customers the mobile experience is good. The site is quick to load, even without using AMP that BigCommerce now comes with, and the checkout is very easy for customers to use on mobile (or tablets).
In the backend, managing the store, it's quite difficult (next to impossible) to do anything, even on a large phone such as iPhone Max or Plus devices. BigCommerce is working on an iOS app, currently in beta, that enables managing the store on mobile and is much easier.