Sucuri SecurityReviews of sucuri.net

Insanely bad customer support. I submitted a request for support to take a look at the firewall because it was redirecting traffic to another website. They didn't respond for over 24 hrs. It wasn't until I posted the horrible response time on twitter that they answered, but only on twitter. Not their ticket system. They requested I PM them with the ticket number to assist me. So I did, and then they never responded to the PM. So their response on twitter was to just post a public response to give the impression to everyone publicly that they cared. They didn't even respond to the PM message they asked me to send. I had to send another ticket on their support system asking the billing department to cancel the service because the tech support WILL NOT EVEN REPLY, MUCH LESS HELP. I have screen captures and timestamps of it all. It's absolutely crazy how little they care about customer support.

They are providing security solutions & their support is world's cheapest support. i suggest don't waste your money and time. 100% useless services.

Their support sucks. No response for 14 hours. It's hard to believe people in security business won't respond for that long. It's my day one with them and I am getting my refund.

They have TERRIBLE CUSTOMER SUPPORT. I PUT IN A NEW MALWARE REMOVAL TICKET ON 6/28/19 AND TODAY 7/1/19 I get an email that Gabriel B. cannot login to my ftp. I immediately create a new ftp login info and ask him to please try to login right away to see if the new login works. I GOT NO RESPONSE FROM GABRIEL. B. I contacted chat support about this ticket and I was told by the chat support person that my ticket number: 15618496712028 was escalated and I should hear soon. This was early this morning and it it 1:53pm and I still have not heard from anyone. I then sent an email to sucuri to let them know that nobody is working on my ticket. I still don't have a response. Then, I just sent an email to the owner founder of sucuri who is Daniel Cid. I sent it to his direct email. I still have not receive a response. I asked Daniel to have someone work on my ticket right away since I put this request since 6/28/19. I told him that I need this resolved 7/1/19. If I don't hear from him or from sucuri I I will see if I can get partial credit back since they are not providing the service that I pre-paid them to do. I guess that is why they required a full year pre-payment since they know they provide bad service and want to get the full money in advance so they don't have to provide any service after they receive payment. Buyer beware! Don't bother to sign up for service since nobody will help you after you paid. I wish I would have done some research and read all their bad reviews before I signed up for their service.

Very negative experience. Ok this is only my experience and not a judgement. I subscribed to Sucuri after my company’s website was hacked. First of all, being my billing address in Europe, my credit card was debited 22% more than the advertised price due to VAT. That’s ok, but I feel one should be told exactly how much one’s going to pay before paying, and not afterwards. Still, this is not the point. I submitted a ticket, to which I got fake reassuring emails like “I’ve escalated this to a senior analyst and we are working on your case” clearly only an automated message, as it came, 0.5 seconds after I submitted the ticket and it was totally generic, not giving any real info. After that, no sign of life for 3 days, no customer assistance whatsoever, not possible to chat, and definitely my website not restored. After 3 days passed and I had no idea what they were doing, I asked for my money back, and I was given a refund without problems. But we lost 3 days, which are a lot of time for a company, and I can honestly say that Sucuri wasn’t able at all to offer what they advertise. They then wrote to me that “in this period we have 3x normal influx of tickets so our response time is longer than usual”. Thanks, but couldn’t they have warned me about this at the very beginning, to start with? and not after I cancelled my subscription. To cut a long story short: ineffective service, tickets management rather confused, very weak customer support, and this for a high price. Would never recommend it, and I say this in all honesty.

Support is not 365/7/24 as advertised. They advertise a 30 day unconditional refund if you are unhappy and want to cancel - whey you pay you tick the terms and conditions and lose that. The advertised Instant chat is in reality only from 14.00 to 01.00 in the UK (they work daytime working hours Standard Pacific time only). Chat is with not with the technical staff you need to solve the problem. The adverts give a rosy picture of the service offered, wonderful reviews here on Trustpilot, and on their website, but if you are silly enough to pay for their service then more fool you.

Uses forever to answer support tickets. Do not cleanup as the should. i spent 4 days trying to get them to clean my site. Ended up with a backup solution. Do not buy this crap!

I contracted to have my new website done in early 2019. Ever since, I've been bombarded with non-stop, numerous emails every single day, from them saying my website is under "Brute Force Attack". I finally called the company that constructed my website and was told Sucuri has nothing to do with them. One of the solutions Surcuri gives in their "Alert" emails is to purchase a firewall from them. I already have a firewall. Frankly I think by bombarding me with these "Alert" emails they're trying to scare me into thinking my website is being hacked so I'll buy a firewall from them. Just wish they'd stop.