worthing's profile
Advocate

Advocate

 • 

417 Messages

Sun, Nov 14, 2021 7:05 PM

When does the clock start for the 60 day return guarantee? Purchase date? Ship date? Delivery date?

Davey,

There's a thread over on reddit (link below) where someone says they called in and were told that the return policy is based on date of purchase, not ship date. Since the items they bought are backordered this would mean they might be past the 60 days before they even receive the item and would be stuck with the item.

I checked https://support.simplisafe.com/hc/en-us/articles/360020226051-What-is-SimpliSafe-s-return-policy- and not surprisingly it's pretty vague and doesn't state when that 60 day period begins. I have to believe that the period is based on ship date and not purchase date but I'd like an official clarification.

Also, as always, please update your support documentation. There are so so so many questions that people have that should have readily available answers in your support documentation but don't. I used to think this was just a lack of staffing but I'm beginning to think it's just apathy or worse, intentional? If you need help fixing this, hit me up, I may be willing to do some contract documentation work. :)

https://www.reddit.com/r/simplisafe/comments/qtdmzl/insane_return_policy_on_back_ordered_items/

Advocate

 • 

2.2K Messages

9 m ago

It ought to be received date...

Captain

 • 

4.7K Messages

9 m ago

@Davey, the envelope please...and the answer is.......

Community Admin

 • 

2.9K Messages

9 m ago

Hey folks, still looking into this - specifically for a publicly available resource where we give a specific answer. If we don't have one, we'll see about putting it up.

- Davey D.
Community Development Manager
SimpliSafe Home Security

Captain

 • 

4.7K Messages

9 m ago

@Davey D. I think you will find it was purposely left undefined, and Simplisafe applied whatever date benefited the customer.  At least that was my experience over the years. Yes, I never returned a full system, but do know several that did (3 out of 35 so not a bad batting average.) Also, I applaude yiour honesty and transparency, which says a lot of favorable things about the company.

Community Admin

 • 

2.9K Messages

9 m ago

Hi guys,

Thanks for your patience. I have some good news for you. As sevensiamesecats correctly guessed, our satisfaction guarantee is indeed for 60 days, beginning from when the item is received. Apologies if there was any confusion there. Up until recently, when there were just a few days between purchasing, shipping, and receiving, that discrepancy was not a major issue. However, given the current situation with supply chain and shipping complexities, we will make sure to be even more clear that it is 60 days from when you get your products in the mail.

Our ultimate goal is that our customers have 60 days to try out the products, so starting from the date of delivery is what we proudly stand behind. We've updated this article on our Help Center to be more specific, and are updating our other internal resources as well.

Thank you for helping shed light on this.

- Davey D.
Community Development Manager
SimpliSafe Home Security

Captain

 • 

4.7K Messages

9 m ago

Davey D thank you for the response, but even more for updating the Help Center with this important clarification. As usual, Simplisafe makes it more simpli every way it can for customers. Happy Thanksgiving to all.

Advocate

 • 

417 Messages

9 m ago

Thanks for the clarification but "Yikes!" for the fact that this wasn't an answer that was known immediately. This seems like a big deal for people NOT to have known.

And thank you, genuinely, for updating your documentation! Keep up the good work!

Advocate

 • 

2.8K Messages

9 m ago

I too am glad to hear you've update this to be more clear.  I'm reminded of a period of time (quite lengthy at that), where a great many people were told "ship date" or "purchase date", and that period of time was pretty futile to accommodate the 60-day policy. I'm sure plenty of exceptions were made by caring cs staff, but maybe some weren't.

Likewise, Davey, I hope that SS fully intends to honor that 3-5 business days for refunds/credit, because we all know how that played out for a very long time.