Sucuri SecurityReviews of sucuri.net

A waste of time and money. You pay for someone to monitor your site or at least cleanup any malware when the notification alerts come through. You have to Request a New Ticket each time it happens. They do not monitor it for you and get onto it straight away. It has cost me more time (which is income) wasted sending them complaints and questions; they are recommended by SiteGround - bad choice I'm sorry! The only way I could clear up all the malware (even when Sucuri unsuccessfully removed) was to retrieve from old backups. Then got more Malware on the clean site I retrieved from backup. Just went round and round and round and round with Sucuri! Would cause anyone to get mental stress, fatigue or want to take up smoking or drinking. Slowly leaving SiteGround and now Sucuri unfortunately.

I paid and placed an order to fix my hacked website. They only got an bot response. After 6 hrs, no update. Until I ask refund, someone answer me said will be followed by a senior analyst which means that I still have to wait. I mentioned it is unusual to wait 6 hrs as they claim that is 24/7 service. They advised me that the basic plan has wait unless it is served by business plan. It is a trap.

Was considering Sucuri, and I got onto chat and spoke with the rep. Man, I'm not even a customer yet, and he was totally rude. It kinda freaked me out. So then I called their number as I was curious if I could get a human on the phone (knowing that this is as good as it'll ever get)... The navigation provided the option to dial zero for "everything else," but once I did, another recording told me that was an invalid entry. Yeah, definitely not going with this company.

Our website was attacked with malware and blacklisted and although we would show Sucuri all the details of both, they claimed that our site was fine. You could not even access our site and they keep on claiming it was fine. The solution they gave us was to cancel the service we had with them without receiving any refund for the unused portion.

Absolutely horrible support. DO NO USE THIS COMPANY. They only communicate technical support through support tickets and you never actually talk to anyone. I had to submit a support ticket when my website was down and my website was only back up and running 4 days later after I cancelled sucuri and had them completely remove their service. This is probably the worst customer service I have encountered.

Absolutely useless. In the three years we used them we never spoke to anyone and had to always wait 1-5 days for a response once we have made a support request. The request ends up being dealt with by multiple people who don’t know what they’re doing. Have now cancelled subscription then they blocked my account before advising if they had moved details over as requested. DO NOT USE THIS COMPANY.

Their support is very very bad. We have paid $500+ to them and when we asked help from support. First thing is they respond very late and it take 15+ hours to get response. Second thing is when you get response that response will only contain the answer of their choice whatever you asked they don't care. They will not serve the query correctly and skip your question (most of it). Moreover, if you use the chat box icon given on the website. They'll not even care and while you are talking to them they'll say okay good bye and they'll not reply at all. Like what the hell it is? Just totally waste of money.

In December 2019, I received several urgent messages from my webhost, SiteGround, stating that Malware had been detected in 3 URLs on my website. Each alert urged me to use professional clean-up service by Sucuri and included a link to purchase Sucuri's service. Panicked, I signed up for an annual service with Sucuri for $199.99 (the cheapest option) that included a 30-day trial period in which I could cancel. I immediately put in a ticket for Sucuri to address the urgent malware problem on my website that I'd been informed about by SiteGround. Sucuri was unable to find any evidence of malware. Meanwhile, SiteGround continued to send me malware notifications, and each time, Sucuri said there was no malware to be found. Realizing Sucuri couldn't fix the issue and that I'd need to find another service, I immediately requested my service be cancelled as I was still well within the initial 30 day trial period. I was informed by Sucuri that they could not refund me anything because if a customer puts in even one ticket for malware removal--and EVEN IF SUCURI FAILS TO REMOVE IT--it voids the customer's ability to cancel their service. After getting nowhere with Sucuri's customer service, in February, I finally decided to address my terrible experience with Sucuri with SiteGround, my webhost, since SiteGround was the one who referred me to Sucuri--a fact that made me question whether or not I should continue using SiteGround as my webhost. SiteGround immediately contacted Sucuri on my behalf and got them to issue a refund in the full amount of $199.99. Prior to SiteGround's involvement, I had been in contact with multiple customer service representatives at Sucuri and their only reply was basically, "Sorry you misunderstood the terms of our contract, but it is what it is and we can't refund you." I'm very relieved to see that at least SiteGround takes an interest in their customers and in doing the right thing in their business practice because my webdesigner recommends SiteGround to all her clients. As for Sucuri, my opinion of them remains unchanged. I have no interest in ever using their services again and I cannot in good faith recommend them to anyone. **I'd like to also point out that where Sucuri's customer service team does appear to spend their time is flagging their negative reviews here on Trust Pilot. This is my 2nd time posting a review about Sucuri. Sucuri challenged my last review as not being valid, stating I wasn't one of their customers. After I provided evidence of my customer status and my back-and-forth with Sucuri to Trust Pilot, my review was reinstated. However, Sucuri then claimed that my review violated Trust Pilot's guidelines (for reasons that have not been disclosed to me) and they ultimately succeeded in getting my first review removed. If this is how Sucuri conducts themselves on Trust Pilot in order to get the numerous negative reviews about their services removed, then I think there's likely little hope of their customer service and business model improving anytime soon.**