shiherlis's profile
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Advocate

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635 Messages

Thu, Feb 18, 2021 5:45 AM

Has the shipping return process changed?

Let me preface this by saying that I plan on calling SimpliSafe but am curious if others have encountered my recent experience.

Once upon a time (years ago), when you sent a return to SimpliSafe, you would find a link to a tracking number in your account. I had to swap out my Base Station under warranty, and the process is presently peculiar. I went to the post office last Wednesday (2/10/2021) and handed the package to an employee. I received a receipt with a tracking number. The next night (2/11/2021), I saw that the box had not moved. The Tracking History stated, "Available for Pickup." I expected it to go out the day I mailed it.

On February 12, 2021, the status updated to:

"Picked Up by Shipping Agent
Shipping Partner:  FedEx
Your item was picked up by the shipping agent at 1:33 pm on February 12, 2021."


There have not been any further updates. I presume this is because once the USPS transferred it to FedEx, FedEx generated a new tracking number. However, I have no clue what that number is as the column under "track" in my SimpliSafe account is blank.

In another bizarre twist, someone generated an order for an entire SS3 system in my account (1 √ó SimpliSafe Customer Upgrade System) with an amount but a "Canceled" status. Oddly, my return order lists as the same but with a [correct] zero balance.

Again, I will phone SimpliSafe to sort the potential issue, but I wondered if anyone else has experienced the same - is this now how returns work? I print all invoices for the documentation but certainly do not want anyone to get confused in the future. To anyone without previous knowledge, my send back looks like I canceled a new order instead of returning.

Captain

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4.6K Messages

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@Shiherlis please make sure to post the outcome of your call to SS. Thanks!

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I had the exact same experience after dropping a return off at the post office over a month ago.  I'm curious what you find out. I never contacted SS about it.

Advocate

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635 Messages

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I will post the outcome today. Yesterday I did not have time to call (I sent a quick email before leaving home, but lately, SimpliSafe prefers your phone call).

Captain

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@ Shiherlis SS lately prefers phone calls? :-)

Advocate

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635 Messages

@Captain11

Yes, it appears so. I was merely requesting a return label in my initial email as the previous one had expired (and thus no longer appeared in my email to print). I received this response:

Thank you for your inquiry, to protect your security we ask you to call us on 1-888-910-1215 any day 8:00am - Midnight, ET so we can facilitate your request. We look forward to hearing from you. Thank you for being a SimpliSafe customer. We appreciate your business and have a great day!


I replied, reiterating that I required a return label, gave the component (Base Station), order number, and other information I felt was necessary, and again the request was to call.

If you need us to send you another prepaid return label, for security reasons we will need to access your account. Please call us and allow one of our SimpliSafe experts to assist you. We can be reached at 1-888-910-1215 daily 8:00 am - Midnight, ET.


Finally, when I sent the email inquiring about the return's tracking, I was once more asked to phone.

Thank you for reaching out to us over here at SimpliSafe.
I understand you would like an update on a return as well as a canceled order on your account. We are happy to look into this for you. Now, To access your account and better answer your question, we would like you to call us. One of our SimpliSafe experts is ready to take your call at 1-888-910-1215 daily 8:00 am - Midnight, ET. Thank you for being a SimpliSafe customer, we appreciate your business!

I hope you found this information helpful!


I understand (and appreciate) what appears to be safety protocols, but I do not see many issues answering my last email regarding tracking a return via email.

For an update, I made the call today, and the CS who was assisting me was baffled and escalated it to a Supervisor, who I am awaiting a callback. They could see the order numbers but could not see any tracking and could not explain why someone generated an invoice for a new system. I will post back once I speak to the Supervisor (which the CS told me might be tomorrow).

Captain

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4.6K Messages

@Shiherlis my apologies at my weak attempt to make light of this.  My too subtle point was that SS always seemed to ignore emails as a general rule and customers would only get action if they called in.  Do hope you get this straightened out.

Advocate

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Update

I did not receive a callback today either. At this point, if it did not make it back, I do not view it as my fault. Now, had I left the package outside for pick-up or had not gone inside the post office and directly handed it to an employee, I would have some concern.

I hope it made it back to the company, but I feel I have done enough (perhaps more than most). If the Supervisor does not call to follow-up, I am placing no more effort into the return (including emailing or phoning).

Advocate

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635 Messages

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No apology necessary, Captain! I have been very fortunate not to have issues to the point of numerous communications over the years. Thank you for always being a class act and clarifying something you certainly did not have to. I was dealing with a lot over the past week, and so it just went over my head :-)

At this point, I will consider the matter closed unless I receive notice of something else (i.e., an unexpected bill or statement). I was trying to do right by the company, but if it is lost or the Supervisor did not feel the situation was a priority, I will deem it as such as well. Currently, I think the time I have spent is sufficient.

I leave the ball in their court and hope that if it is a new problem for customers regarding returns, it will be no longer.

Captain

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4.6K Messages

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@ Shiherlis it is unfortunate you had a rough week and hope SS or I didn't contribute to it too much! Have a great week, live long and prosper!

Advocate

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635 Messages

You never have to apologize, Captain. I know your intentions are never anything but positive. Thank you, and I wish you the same!

Advocate

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Well, it looks like it's official.  They sucked at email anyway, and it's been apparent over the last few years they had no intention of keeping email as a form of communication.  Regarding a return label, however, really?

I do believe that if the PO hands a package over to Fedex, the tracking number will change (you could call the PO to confirm).  And maybe that's just how SS likes it (sorry, Shiherlis, I know you give them a pass, but it seems that SS often skirts the issues for their benefit only, never the customer, and as a matter of fact, just making it more difficult and cumbersome for the customer).

That said, had the PO handled it for the full transit, you might not have been able to track it anyway, have you noticed their tracking system is virtually non-existent for the first several days after a ship date? (i.e., you buy a product online, you get a tracking number for the PO - you track it for several days, and only a day or two before delivery, you finally have movement on the package - been this way for months).

Yes, I've had strange "changes" to my account regarding an order - it will be newly created, cancelled, have a charge or cancelled out - or the tracking number doesn't match.  It happens over the holidays as well, if customers order from SS, and SS doesn't get it picked up by the carrier, a new tracking number is created when customers call in to complain the package was never picked up to begin transit.  Made for a lot of unhappy customers.  Seems odd to me that after all these years, they still can't get a proficient order/warehouse/shipping operation going (I'm guessing to save costs, but we all know there is still that component where the right hand doesn't know what the left hand is doing!)