Sucuri SecurityReviews of sucuri.net

The website is extremely slow, it makes absolute no fun to use sucuri. But this is not the reason for 1 star. I give 1 star because they charged us the net price + taxes. Then they corrected the invoice and promised to send the money back. The support claimed 10 months ago that they will send us the money back, but they have problems with their pay pal account. After 1-2 weeks still the same issue .Then I waited over 6 months and they still claim to have problems with paypal and cant pay the money back!! Then succuri ("Chris") said: I should open a dispute at paypal directly and they will accept it! Then after some weeks PayPal said that a refund is not possible anymore... Now I am waiting since a year to get my money back! This behaviour is a big red flag and is very unprofessional and feels like a scam and the support makes false promises. Now after almost a year we are still waiting to get the $186.99 back. Absolutely not recommended and the communication with the tech support is very slow.

No phone support. They have a phone number on the website, but when you call and select an option, they hang up on you. Getting my hacked website fixed is also a terrible experience. They take forever to respond, and they don't do the work. This has been one of the worst companies I have ever dealth with. This company is pathetic. Avoid at all costs.

The 12 hour guarantee for malware removal is false. They do not work around the clock. I hired them 2 days ago and they still haven't logged into my site. I paid over 48 hours ago so do not believe their claims. They are hard to work with and don't read your messages to them. Use anyone else.

If incompetence was an Olympic sport these guys would win every time. Quick to take your money and promise the world, however when things don't go to plan their support goes missing. We have been unable to access our website for over 2 weeks now as they have blocked our IP address. When you submit a ticket it takes days for a response and when you get a response it just goes round in circles. Now they have cut me off from technical support so I contacted sales again and they abruptly terminated the chat (I was not rude to them).

It works well when everything is going smoothly, but don't expect the support they advertise when something goes wrong. It's really sad that support is there to help onboard you and then disappears after taking your money. Our site has been down for nearly 2 days now, and our support tickets go unanswered.

If incompetence were a service, this company would be an industry leader. Customer service is abysmal, technical support is slow and functionally useless, and the sales reps manage to be rude while knowing shockingly little about what they’re selling. Promises are made freely and broken effortlessly. They excel at overcharging for subpar service and seem far more skilled at getting negative reviews scrubbed from Trustpilot and other platforms than at actually helping customers. Criticize them too honestly and expect retaliation—apparently thin skin is part of the corporate culture.

Our experience with Sucuri has been highly disappointing and frustrating. The support system is ineffective, slow, and lacks any real problem-solving capability. For over five weeks, we have been dealing with a critical website issue, and Sucuri has failed to provide a resolution. The support team’s responses are repetitive and superficial. Their default answer is simply that the “website is clean,” without any meaningful investigation into the actual root cause of the issue. There is no technical depth, no attempt to trace the source of the problem, and no accountability. It feels like they rely solely on automated scans rather than real analysis. The sales and account handling experience has been equally poor. In particular, our interaction with a sales representative named Josh was unprofessional and unhelpful. The communication lacked professionalism, empathy, and ownership of the problem. Instead of assisting or escalating the issue, the tone felt dismissive. What makes this worse is the complete absence of escalation paths. There is no clear way to raise a complaint to management, and it genuinely feels like management is either unreachable or uninterested. Customer concerns are not taken seriously, and feedback appears to be ignored. For a security company that positions itself as a premium solution, this level of service is unacceptable. At this point, the experience feels either poorly managed or misleading, especially given the time and money invested with no outcome. I would strongly caution other businesses to think carefully before relying on Sucuri for critical website security and support. If anyone else has had a similar experience, it would be helpful to know, as this does not appear to be an isolated issue.

About once a week on the internet I come across a website I cannot load trying to order products for my home business. I am met with an "Access Denied - Sucuri Website Firewall" page. The page says "if you think this block is an error please open a support ticket and make sure to include the block details (displayed in the box below), so we can assist you in troubleshooting the issue." Clicking the link, I cannot even load the Sucuri website itself to make the ticket as I am met with the same denial screen. I opened a chat with their support on the website on my phone and they just gave me the answer that "I have to contact the website owner" despite clearly being put in the blocklist they're giving to websites to the point I can't even open their own site. If you use this service on your website you are alienating a potion of your client base with no recourse. I am not using a VPN nor am I using a commercial connection. Just a plain residential connection in a residential IP address block.