Cemal Fatih K.
Horrible experience with Sucuri. Bordering Scam! Terrible support. Broke my website.
Bad and too slow support. The average response time is 12 hours. Technicians are not knowledgeable and they are changing all the time. It is impossible to follow up properly. Chat function: useless. I opened chat 3-4 times, and all they said was that I should reply to the ticket and I will be responded. They did not prioritize the ticket or something like that. I could not get a refund in full, although on the website, it says "30 days free trial". They said if I ask for malware removal once, I lose $100 worth of refund. But this is nowhere mentioned, and one of the first things they do is repeatedly ask you to do a malware scan. Since I had no idea about the refund, I asked for it. My website was not hacked, and I did not really need to do it. So this is the part where you really feel like you are scammed. They strongly recommend using their CDN, which has only a handful of global data servers. If I kept using Cloudflare CDN, there would be speed issues. So I felt like I had to do it. I am not sure if I was satisfied with it. Upon my request to revert the changes and turn off their CDN and WAF, they immediately closed my account; without my confirmation, I had to request to re-open my account to be able to ask for technical support and delete all the files they placed on my website. Even after so, we still keep discovering some messed-up security modes that keep showing 404 errors to my users. The website had "0" sale days on the 7 out of 21 days Sucuri was active. The other days the sales are also very low too. Long story short, they damaged my business; you must avoid it big time.
Response from Sucuri SecurityAug 22, 2022
Hi Cemal, We regret any inconvenience you experienced. Our records do indicate that your plan was the client basic account so twelve hours is within our stated SLAs. However, our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs. In reviewing your account, we could have done a better job providing you with assistance and support. We do sincerely apologize for any confusion or misunderstanding that may have occurred. We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience each and every time. Thank you for taking the time to provide your feedback as we can take this as an opportunity to improve and do better for our customers. Thank you, -Sucuri