J

Tue, Jan 14, 2020 3:44 AM

Warning: SimpliSafe Won't Respond to Emails Regarding Refund

Like a lot of people, I took advantage of the "Black Friday" pricing on a system.  Put my order in on 11/15/19.  Website showed I was getting 30% off and a free camera.  Problem is, when I got billed, I did not get the discount or the free camera.  I got a few things I didn't order on top of it and charged over twice what my order showed when I submitted payment.

I notified customer service via email and was told I could only return the order once I got it, they could not stop the order and refund.  

So I received the order and I sent it back on 11/29/19.  I confirmed via tracking that SimpliSafe received the order back on 12/11/19.  Based on customer service feedback, I was going to get the refund posted in 5-7 business days.  I figured they were busy with the holidays, so I waited until 12/28/19 to ask about the status of the refund.  No response.  I emailed again on 1/2/20.  No response.  I emailed again on 1/10/20.  No response.  I sent a direct message to them on twitter.  No response.  So now I'm here, warning anyone that is considering buying this system, DON'T.  They've held over $400 from me since 12/11/19 (over a month ago).  They have quit responding to requests regarding the refund.  I can't tell you whether the product is good or not, but I can tell you based on my experience, they will not send a refund timely.  

Anyone dealt with this before or how I get someone from SimpliSafe to respond to me?

Advocate

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2.8K Messages

3 y ago

They have not been responding to email recently (and as long as June last year in some cases) - you have to call them, and when you do, you have to stay on top of them. Tell them you expect to be credited (TODAY!), and if it isn't, then contact your credit card issuer and promptly dispute the charges.

Try calling at 9 am (ET) when they open in the mornings, and pressing #1 for sales, which might have someone answer sooner.