J

2 Messages

Sun, May 24, 2020 11:18 AM

Not a great first impression - overcharged on order

Just ordered a kit plus some extras.

Cart showed 20% discount and free camera. Clicked all the way through and paid - same price quoted throughout.

Received an email showing total charged as the full amount, also checked my credit card which shows a pending transaction at full amount.

On the plus side, the wait time for customer support was fast, the person was friendly and helpful and apparently the order amount has been amended. But the pending amount hasn't updated on my CC, and no email update received.

Not a good first impression, and pretty awful that their web store system will claim it is charging one amount, but actually take a different amount. Does not instil confidence in the company when they cannot get the basics right. If the customer service had been poor I'd have cancelled, but as it is I'll have a look at their kit, but unless it is a great experience I'm already thinking of using the 60day returns.

326 Messages

2年前

This is common.  SS has never once honored a coupon until I call them and get it fixed.  I got my system for 50% off on black Friday last year and I was charged the full amount.  I had to call them and get it fixed.  I bought several sensors and cameras with various 30% off coupons and they didn't honor them until I called.  Each time the total on the website showed with the coupon amount deducted but the full price went to my credit card.  They always quickly fixed it when I called.

When buying something on discount from SS, it's best to assume that they will not honor it without a call.

2 Messages

2年前

Thanks for the response.  Good to know. I'm surprised it is common, as I thought charging something other than the agreed price would breach some sort of consumer law.

326 Messages

2年前

Their online order system is pretty bad.

1 Message

2年前

I'm new to SS and ordered a new system over the Memorial Day weekend to take advantage of the additional 20% off plus the Simplicam. I was charged the discounted rate and that's the same amount that hit my credit card. So far, so good for me. Just waiting for the system to arrive so I can install it.

1 Message

2年前

Anyone used the referral offer on SS.  Supposed to get free 3 month monitoring and referral to get free camera but never received a confirmation from SS.

4 Messages

2年前

Yes, my online order showed a discount too; but then was charged the full amount. Simplisafe then refunded the difference after I spoke with customer support.  Although it's extremely difficult to get through to customer support as you're put on hold for a while and then the system hangs up on you.  Have to repeat this several times in order to get through to a person.