The vendor has a good follow up, we are constantly in communication and coordination on new developments, fixes and reviews of the system

HCL Commerce is a powerful and configurable but "out of the box" functionality has not been very good. Overall in the last few years we have been sold on new features as the way forward - most crucially HCL's implementation of Elastic Search - but this was extremely poorly managed and the experts within HCL were let go as the company pivoted away from that solution very quickly. Unfortunately for us we believed the hype and are still (for now) stuck using it. We were also sold on the Sapphire Storefront and we implemented it only to later be told it was not meant to be used for anything other than demonstration purposes. These missteps have really eroded our trust in the next 'new' thing coming from HCL Commerce and frankly in the long-term viability of the business as a whole. We dont want to be left holding the bag when HCL it's getting out of the commerce space.