• Report: #910360

Complaint Review: 1shoppingcar

  • Submitted: Wed, July 11, 2012
  • Updated: Thu, July 12, 2012

  • Reported By: Bill Johnson — San Diego California United States of America
12808 Gran Bay Pkwy, West Jacksonville, Florida United States of America

1shoppingcar 1 shopping cart, 1shoppingcart, 1shoppingcart.com, web.com, a web.com brand Another 1shoppingcart Rip-Off: Another Part Of Their 1 Shopping Cart Doesn't Work Jacksonville, Florida

*UPDATE Employee: Reply to customer

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

Here are the problems I've had with 1shoppingcart over the last 6 months:

1.) My customer service dept issues refunds through their cart only to find weeks later it doesn't work and the customers weren't refunded. (You have to pay $10.00 each time you call their technical support and customer service to tell them their software has bugs again.) They told me after I paid $10.00 that it must a communication problem with their shopping cart and master/visa. "Oh really, that's enlightening information! Thanks, my dog could tell me that."

--I wonder how many sales I lost due declines from their "communication problems between 1shoppingcart and master/visa/paypal.

2.) They constantly make unnecessary changes to the cart to keep some programmer busy or so the programmer can show he's work. These tweaks do not make the cart and better and just lead to headaches. Looks like their trying to creating a lot of whistles and bells not to impress new customers. However, the new customers like me quickly find a lot of these tools do not work or have a lot of bugs and no updated tutorials on how to use them. 

Changes are made each month and the video tutorials on how to use the new tools are almost never updated. If you need technical support they charge you $10 for a question to call. I guess this is a way to make more money, you have to pay $10 for a 5 minute call to talk to someone they pay minimum wage to.

Email support, what a joke. Five back and forth messages that completely waste a small business person's time to get a partial answer.

3.) They charge $100 to use the upsell feature and charge for recurring transactions just for using the software after I'm already paying $1,200 per year for their software! It free if you only have 5 products. Have more than that and want to use an upsell another $100 per month or $1,200 extra per year. Beware. 1shoppingcart has a very well though out plan to suck more money out of your pocket you won't see in their initial marketing and sales information when you look at the features and benefits i.e. "free upsells" and "recurring billing."

You pay your merchant account provider and are discounted 2-3% plus the .25 per recurring billing charge when a few electrons move in your 1shoppingcart software. This is a totally fraudulent and invented charge for nothing, but to rip you off and make you feel like a fool.

4.) 1shoppingcart.com autoresponders are not reliable. Sometimes they customers get the email follow-ups after their order sometimes not.

5.) The latest problem with 1shoppingcart is when you have hundreds of products that are recurring products and you don't want to/can't/aren't legally allowed to charge anymore on a recurring basis you can NOT remove the recurring option in a product. In other words once you select "recurring" on a product it's recurring forever.

This is an extreme headache for a company like mine that has 600 products. After I paid another $10 some high school kid told me, "Man you need to create all your products from the beginning with same product names, attached each of your 600 e-book titles to each product and update the 600 new product links on your website."

This is completely unacceptable and demonstrates a complete incompetent software design. When you click a button to put a product to rebill a customer on a monthly basis you can't take it off without deleting the product and recreating all new products? ...WHAT?

This is another clear example of how flawed the priorities of 1shoppingcart.com and A Web.com and how poorly their software functions. This would like be using Microsoft Word and once you save your doc Word never let you edit it or update it again...you have to retype the whole thing to make a small update.

If you've ordered any of the Solid Cactus services you know what I'm talking about. Apparently, 1shopping cart is owned by A Web.

I suggest 1 shopping cart stop making all the trivial updates in the 1 shopping cart and get back to the basics. Make sure the cart you have is performing the basic functions consistently and have a team that is monitoring that it's consistently working. If not take the bugs out and not wait until you get 50 calls from customers who have customers who can't order, receive emails in the autoresponder or all the nonsense you've created through you lack of focusing on your product. 

Please  make sure your cart is processing orders, communicating with master/visa WITHOUT "Communication Issues" and fix all the dumb excuses I get why the cart doesn't work as advertised. I do not want to have to call you and tell you what you should have a team monitoring. Is that too much to ask?

There is no excuse for all this.

After paying $1,200 per year, .25 for each transaction, $200 for upsells, $10 everytime I have to call 1 shoppingcart and ask why something doesn't work this company 1 shopping cart and A web.com is a complete rip off and waste of an entreprenuer's money.

I wouldn't mind paying all the nickel and diming fees if they could work on making the basic functionality of the shopping cart work correctly. PLEASE STOP PUTTING YOUR RESOURCES INTO CREATING MORE WHISTLES AND BELLS IN YOUR 1shoppingcart they end up NOT working correctly for years until you get the 'bugs' out!

Make your tools work logically like 'allow me to remove recurring billing' from a product when I don't want recurring billing on the product. Is having some common sense in the design of your shopping cart so a real e-commerce business can use over time too much to ask?

You explanation and recommendation to "Recreate all my 600 products, reattach 600 download and update 600 links across 73 pages of my ecommerce site is NOT an acceptable solution."

You should be ashamed of yourself for having your employees have to make such inept responses for all the shortcomings of your 1shoppingcart.

You see per my legal contract with 1shopping cart I prepay for one year and under this contract they must do maintenance and deliver a fully functioning e-commerce platform that functions as they market and advertise. They do NOT meet their legal obligations.

Not only the do the refund tools, order processing and email autoresponders fail to work at time it's absolutely ridiculous to select one option a product like "recurring billing" and never be able to disable "recurring billing" on a product. What type of idiot created an e-commerce platform like this?

PLEASE clean up the bugs in this shopping cart!

If you do I'll write an update. I just want the dam thing you sold me to work. I don't think I'm asking too much here. I just want it to "communicate with master/visa and process orders." If I want to make a simple change on my products like recurring billing 'I Do Not Want To Delete All My Products.' Duuuuh.

I'm also contacting the Jacksonville Better Business Bureau, Florida Attorney General's Office and Federal Trade Commission (FTC) because you've failed to provide what you legally contracted to do. All you priorities are on things that help grow your company and suck more out of small business people online, but little create and maintain a functioning e-commerce software. 

I'm absolutely fed up with your company and your lame excuses you feed the ripoff reports and the Jacksonville Better Business Bureau. I'm bring this up another level this time because I tired of your crap.

This report was posted on Ripoff Report on 07/11/2012 12:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/1shoppingcar/Jacksonville-Florida-32258/1shoppingcar-1-shopping-cart-1shoppingcart-1shoppingcartcom-webcom-a-webcom-brand-A-910360. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on 1shoppingcar

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Reply to customer

AUTHOR: JustinB - (Canada)

Hello Bill,

My name is Steven Nunez and I will work with you to better understand and resolve these issues. For your convenience, each point was answered in the order it was submitted. 

First, there are two common reasons why refunds fail: the gateway does not support refunds, or a partial void was processed. 

If you gateway does not support refunds through the shopping cart, then they can be processed directly through your gateway. If you would be able to reply with your Merchant ID, I can confirm whether or not refunds are supported. Your Merchant ID can be found under My Account >> Status Summary.  

The other reason is that gateways do not allow partial voids. A partial void occurs when part of an order is  refunded before the transaction has settled. A void is different from a traditional refund. I will take a moment to explain the difference.
A traditional refund occurs when an order is refunded after the transaction has settled (IE// the funds were transferred from the customer to you). A void occurs when an order is refunded before the transaction has settled (IE// before the funds are transferred from the customer to you). On a customers credit card statement there will be a debit and a credit when traditional refund is processed. There will no record if a void was processed because funds never changed hands. 

In the shopping cart, the Refund this entire transaction field must be checked (even if shipping was not applied) because it determines whether it will be sent as a partial or full refund. If it is not and the order has not settled, then it will be considered a partial void and will fail. 

Second, we strive to continuously improve the application. Users regularly submit feature enhancements and we make every effort to implement them so that the system will continue to meet everyones needs. An effort is also made to release training material. We recognize that there have been instances were a new feature and the training materials were not released at the same time.  We will make the appropriate changes to reduce and eventually eliminate those occurrences. 

Third, there several levels of Upsell Express and some are included with the base package. You wrote that your annual renewal was $1,200.00. This leads me to believe that you are a Professional package subscriber. If correct, the Upsell Express Multi Step add-on is included in your package (at no additional cost). 

The Upsell Express Multi Step add-on allows for a maximum of ten funnels each containing a maximum of three upsells and three downsells. In total, six offers could be presented to each customer. 

Fourth, would you be able to reply with more details on how the autoresponders are unreliable? The Email Delivery Team is responsible for monitoring autoresponder and broadcasts. They ensure that mail is being sent and received. In the event that a service provider (Yahoo!, AOL, Hotmail, etc) were to block emails, they immediately engage with that organization to resolve the issue. 

Fifth, recurring events are created when recurring products are purchased. The events and the products are linked together. It is for this reason that recurring products cannot be converted into non recurring products.

In the event that a product will no longer be sold on a recurring basis, it must be recreated (as you mentioned).

Fortunately, there are tools to facilitate this action. First, products must be exported, re imported and then their product links can exported. For your convenience, each step has been clearly explained below:

Exporting Existing Products
1.     Log into your account
2.     Click on Products
3.     Click on Import/Export
4.     Click on Export Products
5.     Click on Export
6.     Delete all rows for products that do not need to be recreated
7.     Delete the contents of the id, recurring cycle, recurring start duration, and  "recurring price fields
8.     Save the file

Importing Products
1.     Click on Products
2.     Click on Import/Export
3.     Click on Import Products
4.     Click on Browse
5.     Open the file created in the previous step
6.     Click on Upload. This will create new products instead of updating the existing products

Exporting Product Links
1.     Click on Products
2.     Click on Import/Export
3.     Click on Export Products
4.     Click on Export. The Product Links will be in the add to cart url field

I look forward to hearing from you regarding the autoresponder reliability concern and please do not hesitate to reply with any other questions.

Steven Nunez
Team Leader
Client Services
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?