carlton76's profile

Thu, Aug 13, 2020 1:19 PM

Two orders stuck on "processing" - no answers from customer service

I have two orders for sensors I placed on the 9th. They are still showing as "processing" I called customer service yesterday and today and nobody can tell me when or if they will ship. I asked to speak to a supervisor but they say none are available. They can't even cancel the order so I can buy it elsewhere. Customer service has zero answers for this. What am I supposed to do?

Advocate

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2.8K Messages

Il y a 2 y

Try calling and pressing #1 for sales, sometimes you'll get someone faster who actually knows what they're doing.  Request that your shipments are sent out asap, or you'll be filing a chargeback with your credit card issuer.  You could ask your cc issuer to do a chargeback anyway, and if approved, you can get your sensors at Best Buy, etc.

26 Messages

Il y a 2 y

I managed to cancel the orders after much diliberation, however, my card has still been charged. Can someone at Simpli help me get a refund or do I really have to do a chargeback?

Advocate

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2.8K Messages

Il y a 2 y

Unfortunately, SS's refund process is a hit or miss.  (along with their customer service).  If you do not receive a credit on your cc within 5 business days of your cancellation date, call them again and request it is processed immediately (and again, tell them if it isn't by day-X, you'll have your cc issuer do a chargeback).  Many customers have waited weeks to months for proper credit, SS apparently doesn't think their customers are important enough to properly credit them in a timely manner.  Thus, quicker and easier to dispute the charge with your cc issuer, as this normally only takes 24 hours or maybe a few days (which would be far quicker than SS crediting you and saving you the hassle of constant phone calls to SS).

26 Messages

Il y a 2 y

I found out that because I ordered sensors twice within a day or two that my orders were sent to their fraud department. I also discovered that any subsequent orders will go to the fraud department - hence the delay.

I do not know how long it takes the fraud department to do their thing since I canceled my orders (still waiting on refunds). Am I allowed to talk to the fraud department? No. Am I able to reach a supervisor? No.

Now anything I order from Simplisafe is flagged and delayed - all because I was trying to give them my money too quickly. (Sorry!)

I put a message in to speak to a supervisor about this a few days ago and I have heard nothing.

Thanks Simplisafe

1 Message

Il y a 2 y

Same situation here.  Two separate orders on separate days and many days ago in status of Processing.  Even after Simplisafe charged my credit card,  Also experiencing an order marked as "Complete' but Fedex indicates package has not been handed off by SimpliSafe for delivery.  Again, many days ago.  No notification proactively by the company.  Individual customer agents are helpful but this seems to be customer-no-service.

Advocate

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2.8K Messages

Il y a 2 y

I wish we forum members (customers) had the magic answers, unfortunately, we're all in this together (customer service being subpar).

It really is a crappy way to do business, especially not giving the customer an easy and acceptable way to "clear up" SS's own issues!  They need to re-evaluate how they handle "fraud" purchases, it only ticks people off and SS just loses the customer, because they never notify the customer unless the customer calls wondering where their purchase is (irony, anyone?).  Likewise, their shipping "practices" - dismal at best.

26 Messages

Il y a 2 y

I found out today that the refunds did in fact go through so at least there's that.

I'm still a little miffed that I'm now forced to order anything else through Amazon or Best Buy for basically no reason.

Anyway, thanks to the people who replied.

Advocate

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2.8K Messages

Il y a 2 y

Glad you finally got your refund.

You might actually save a bit (and get far faster shipping), via Best Buy or Amazon etc for extra components, as both usually offer free shipping and you know you'll get it when they say you will , as well as much quicker refunds if you need it:)  Last year, Best Buy had half-off simplcams on sale several times over the holidays whereas with SS, you usually have to buy a system package to even get a free camera when they promote their sales.  

My last order with SS was screwed up, I could have done the same purchase elsewhere with far less hassle (which is why if Best Buy has something I need, they are my first choice).  I'm not entirely sure about individual components (sensors, etc), but I know that SS will honor the 3-yr warranty on systems purchased from Best Buy, Target, Walmart and Sam's Club, CostCo, QVC, Amazon and Woot.

3 Messages

Il y a 2 y

The customer service at this company is horrendous. I have had the system less than a year and they've screwed up my account twice, and never answer the phone. Never been so sorry to have purchased a product.

Il y a 2 y

REFUND TAKING 20 TO 30 DAYS IT TOOK THEM 20 MINUTES TO CHARGE MY CREDIT CARD THIS IS A RIP OFF THEIR TECH TEAM  COULDNT GET THIS POS TO WORK AFTER TWO DAYS

Advocate

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2.8K Messages

Il y a 2 y

^ Ask your credit card issuer to do a chargeback.