H

Fri, Jun 25, 2021 5:50 PM

Terrible Customer Service

I placed an order for a system on the 9th of June and it's been 16 days and I have not received it yet.  I have reached out to customer service and they told me I should have paid for faster shipping.  The package is sitting at the Fedex warehouse with a shipping label problem   I tried to reach customer server at Simplisafe a few times only to be on hold for 20 mintues and then hung up on with no follow-up call.  I called customer service again I am on hold again for 12 minutes and counting.  I am so frustrated, I get constant emails asking why my system hasn't been set up yet.  I am going to have the items returned and go with one of their competitors with better customer service.

Advocate

 • 

108 Messages

1年前

I agree they need to work on the wait times, but if they handed the package to Fedex then I don't see how any delays after that are the fault of SimpliSafe.  And they aren't wrong in that if you wanted faster shipping you can pay for it.  That would get Fedex moving your package along faster in their system.  They have mentioned in other posts lately that they are experiencing higher than normal call volume.
I know I have experienced some delays with shipping lately from other companies.  I think it's an increase in online shopping in general.

Community Admin

 • 

2.9K Messages

1年前

Hello mnatale,

We're very sorry about the delay in your shipment. Unfortunately yes, FedEx (and indeed, other shippers) have been seeing delays and difficulties all year. With the free shipping option, we still estimate a delivery time of about 7-10 business days.

I did take a peek at your account and I see that thankfully, your package is already scheduled for delivery. So hopefully you'll have it up and running soon!

- Johnny M.
SimpliSafe Home Security