Support » Plugin: BigCommerce For WordPress » Nightmare plugin – Should be discontinued

  • We used this plugin this year for a client’s online store. The result has been a waking nightmare. We are troubleshooting issues weekly, often to find no solution even with BigCommerce’s support team. This troubleshooting has gone on for months, leading to days of extra work that were never intended or scoped for. Our biggest issues:

    • Products in BigCommerce that are not assigned to our channel still appear in the back-end and sometimes front-end of our WordPress site.
    • Customers are constantly contacting our client’s phone support because of issues checking out. Issues are often unique, but regardless, they never experienced this volume of issues prior to using this plugin.
    • Plugin has had to be deactivated, deleted, re-downloaded and re-activated 4 times in fewer months due to plugin issues and issues with plugin update releases. When we go through this process we also have to set up a new channel and re-assign products to that new channel.
    • The plugin does not support a NUMBER of features that made BigCommerce the right ecommerce solution for our client including: Product rules, Customer group category/product visibility, image alt text, product page meta data, others identified, though not completely
    • Transactional emails are a nightmare. From abandoned cart emails to transactional emails for customer orders, there are constantly links to a non-existing BigCommerce account profile or other page. It’s seems to be impossible to make changes to these emails that will consistently link users to our WordPress site, not to an inactive BigCommerce site.
    • Products assigned to your WordPress channel will appear in the WordPress CMS as if you can edit them there. However, once you edit a product in WordPress the entire connection to BigCommerce breaks down. We discovered this, painstakingly, on accident. It took contacting BigCommerce support to learn that you MUST NEVER edit any product field in WordPress (even though it’s available for you to do so).

      I will say that BigCommerce chat support has been good about helping troubleshoot each week/day that we chat with them. However they often have no solution to the issues we experience. The plugin is no where near ready for actual use and should be deleted until they can work out these bugs and incapabilities.

    • This topic was modified 5 months, 3 weeks ago by mhaeffele.
    • This topic was modified 5 months, 3 weeks ago by Jan Dembowski. Reason: Deleted link
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  • Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    @mhaeffele Thanks for the review but please keep it to your words here only. No links or links to images. That’s not permitted in reviews and I have removed yours.

    Plugin Support Mikaela

    (@mikaelabc)

    Hi there @mhaeffele,

    Thank you for taking the time to leave a review for the plugin. We sincerely appreciate your feedback. We hate to hear that you’ve had this level of difficulty using the plugin. But ultimately our goal is to help you build a wonderful ecommerce experience for your clients, and we need to hear feedback (good or bad!) to figure out the best way to help you do that.

    First, I want to apologize for the major roadblocks that you encountered while maintaining your client’s store. We are in the process of iterating on the plugin as reflected by the many versions we’ve pushed since its initial release. Our team has been able to incorporate several new features and is always fixing issues in every version. Part of the reason we’re able to pinpoint the improvements needed is by receiving feedback from users like you.

    Thankfully, most of the issues you’ve described above are already on their way to being solved in future releases, and all of the missing functionality you’ve mentioned are things that our team is aware of as potential features that we may add in the future.

    We’re glad to hear that you’ve had a good experience overall with our Technical Support team. We will continue doing our best to make sure that our agents are prepared to help with plugin issues. We are currently reviewing all our processes to make sure that our team is empowered with the tools they need to troubleshoot and fix issues as they arise.

    Thank you again for your candid and valuable feedback and thank you for giving BigCommerce for WordPress a test drive. We know you’re in touch with several of our team members over email. Please continue to keep the conversation going, so we can continue to learn and grow together.

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