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Sun, Jan 5, 2020 8:42 PM

Return issues

After weeks of trying to get a return label I shipped out my return package. Three weeks later. Zero update and zero refund. Does anyone know how long this process normally takes?

Advocate

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2.2K Messages

Il y a 3 y

If you didn't get the return label from SS, it is possible they have no way to track the return.  Did you at least get a return receipt on the package so as to prove they received it?  How about a tracking number?

Once they agree you sent it back within the return period and they received it, it has occasionally taken 6 weeks or so to get the refund.  If you have proof they received your system, call them, talk to a supervisor and document what they promise you and who made the promise.  And keep calling.

You need to keep on top of SS, as if you are not a squeaking wheel, you are unlikely to get any oil.

Advocate

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2.8K Messages

Il y a 3 y

Ditto what Seven advises - if you don't stay on top of them, it could take 2 months or more to get your refund.  This is not their standard policy, it's what they decide to do when it suits them to do it (i.e., whenever they get around to it).

Supposedly, if it is a return within the 60-day return policy, a refund credit to your credit card should occur within two weeks after SS receives the returned product.  But, they don't always follow through in a timely manner.  If they don't credit you within that period, ask your credit card issuer to do a chargeback.

If the return was outside of the 60-day return policy, expect up to 2 months for a check to be snail-mailed to you, several phone calls with reps telling you "it's in the mail", and when you do finally receive the check, be prepared your bank may not deposit it for 5-7 additional business days because it does not have a proper bank/letterhead stamp on the check and it looks like a fraudulent check.  Ask me how I know.

Repeating what Seven said...Stay on top of them and don't settle for any excuses.

326 Messages

Il y a 3 y

Report them to the BBB.  They proudly tout their A+ BBB rating.  Challenge them to keep it.

I know that I am reporting them to the BBB.  I'm trying to return my system and cannot get in touch with them.  My 60 days is coming up and I am likely going to have to fight with them about it because there is no way that I am going to be able to get them before 60 days is up.

Honestly, this company is a complete joke and likely the worst company that I've ever had to work with.  Most companies at least make an effort not to be bad and these guys don't even try.  I've called and been hung up on more times than I can count.  I've managed to talk to someone once, when I first got my system.  All other calls and emails have been unanswered.  Is support operated by some guy living in his mom's basement?  I can't believe that Simplisafe hasn't gone under yet.  Their customer support shows exactly what they think of their customers.

Advocate

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2.8K Messages

Il y a 3 y

^ I know I've suggested this to you before, but have you called at 9 am (ET) when they open?  DId you press #1 for sales?

326 Messages

Il y a 3 y

If you're referring to me then no, I haven't. I am working at that time and haven't been able to get away.  Mornings are busy times for me, with meetings and whatnot.  I'd really have to take a day off to do that.

And I do understand where you're going with that and I appreciate the advice.  I really do.  But I also shouldn't have to rearrange my day and take a sick or non-pay day to talk to customer support for any company.

Advocate

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2.8K Messages

Il y a 3 y

No, you're right, no one should have to do that, nor put up with it at all.  If you're home on one of days on the weekend, maybe try again?