Sucuri SecurityReviews of sucuri.net

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.

USD250 WASTED, IF YOU ARE FORTUNATLE ENOUGH TO READ THIS BEFORE PURCHASING< DO NOT USE SUCURI. Google Ads stopped serving due to Malware infection of my site so I engaged Sucuri to scan my site. They failed to actually find the malware but told me on 2 occasions that it was clean. Their support system is terrible, each action is by a different individual and the left hand does not speak to the right and help ticket responses take days. I eventually engaged another company who found the Malware meanwhile I wasted 3 weeks with no Ads in peak selling season. Sucuri is either a scam or a very badly managed, incompetent outsourcing operation. If you have already paid, sorry, best engage someone else to sort your problem, and remember to cancel your subscription renewal or these thieves will continue to steal from you every 12 months.

I jumped the gun and hired them not knowing that the tech support that was working on my site was able to fix it. They said they couldn't but contacted me later having figured it out... too late, I already bought sucuri. But with one email refund request... and no questions asked. I was refunded that same day.

I requested a refund after 5 days with their services not working. Even the refund process did not work, which I have never experienced before and is another worrying example of a company in decline. They claimed Paypal refused the refund, so I had to request it from them to get the refund! The basis for this negative review is the following: The signup failed, and I had to ask for help in order to complete the process. The process of activating the firewall is not working. Support is excruciatingly slow, and what is in the UI is not confirmed by support. For instance I still have not received a clarification as to the first step of the activation process: "Click the internal domains links below to make sure your site loads." Instead I am directed to going directly to step two, changing the DNS records. In light of previous mismatches between UI and failed progress, I am not risking using Sucuri. The UI is very slow. In a daily workflow this is not constructive. User session is far too short for a meaningful workflow, and the constant logins are very frustrating as it is a very slow site. This extremely poor process, and days wasted, I had no choice but to sign up for Cloudflare. What I expected from Sucuri actually happened with Cloudflare: Sign up process Activating firewall, rules, and stopping the enormous bot storm that worsened during my days waiting for Sucuri to deliver. Well within 24 hours of signing up and changing NS, DNS records my site was 100% rid of the bot storm (around 500k bad bot GETs in 24 hrs now blocked).

Bad service, the malware removal took a lot of time when they scanned the malware had expanded on all the website when initially was only on the main page, when share the connection details of ftp and later database they erased the previous details so I had to share it on insecure way, when they scann the files exposes the connection details on a file so if the hacker is on your files can read the admin details.

Choosing Sucuri for my website security was the very best decision. Of all the support agents I have come to experience (and there are many), Sucuri wins the prize for competence, friendliness, patience and speed. Worth every penny and highly recommended!

I signed up with Sucuri to protect my website, but right now, they’re the very reason I can’t access it at all. I’ve been completely locked out of my account, and I’m unable to reset my password — their system simply doesn’t work. Worse, I’ve been trying to get help for over 10 hours with zero response. No one answers the phone, no replies to my emails, and no updates on the support ticket I submitted. This level of unresponsiveness is unacceptable, especially for a company that’s supposed to provide security and peace of mind. Instead, I’m left completely blocked and helpless, with no access to my own site. Honestly, this feels like a massive risk — not a protection. I regret choosing Sucuri and cannot recommend them to anyone. If your website matters to you, look elsewhere.