This is a running list of BigCommerce problems that I’ve encountered. I’d consider myself a heavy BigCommerce user since we fulfill 100+ orders / week and have 4 stores. Let me know if you have any questions in the comment field below.
Here’s a summary of the problem:
Say you only have one golf club left and Customer A and Customer B both add that golf club to their shopping cart before either of them checks out, they can both order the golf club.
So your situation may look like this. You walk into your office in the morning and start fulfilling the orders and you realize you have two orders for the same golf club, but you only have one to ship. So you need to call one of the customers, apologize for the mistake and explain to them that your e-commerce platform has problems, offer to refund their order or find something else that they want, reprint the invoice, repack the order… If this happens once a month, this can be pretty annoying. Process 100 orders a week and you’re talking about 4-5 orders a week that involves multiple phone calls, leaving voicemails, following up via email, trying to get in touch with the customer, going into the payment gateway to refund the customer or editing their order and processing the difference… it’s a nightmare.
The “Add to Cart” link adds the product to your cookie and if the product is out of stock, the page no longer shows the “Add to Cart” link, but when the customer enters the checkout process, the cart doesn’t check the database to see if the product is in stock anymore. So even if the back-end says “0” for the product’s inventory count, people can still order the product. I once saw a “-1” for the product count. Good grief! Thank you BigCommerce for wasting hundreds of dollars worth of time.
I talked to BigCommerce technical support today (Dec 12, 2011) and they said the developers are aware of it… It’s hard to believe the platform is at version 7.3 and that they still have an inventory tracking problem like this!
There are more problems with BigCommerce but I’ll have to save that for another day.