1 Message
Delay in Shipping
Hi,
Excited by your reviews and the professional, no nonsense approach on your site I put an order in last week. The order process did warn of delays in shipping of certain items.
I called today to check up on the expected delivery dates. The very helpful person who answered the phone apologized when saying that she has no information or even an honest guess on when the delayed items would be delivered. Given Covid I do understand the delays, but a truly honest answer about the situation should be provided. Is it one month or two months? Even saying the following would be better than no information: "We are really not sure but our best guess at this point is 6 weeks but that might change." So would: "Please call back in a week when we expect to have a better handle on the situation."
Thanks,
Al
Excited by your reviews and the professional, no nonsense approach on your site I put an order in last week. The order process did warn of delays in shipping of certain items.
I called today to check up on the expected delivery dates. The very helpful person who answered the phone apologized when saying that she has no information or even an honest guess on when the delayed items would be delivered. Given Covid I do understand the delays, but a truly honest answer about the situation should be provided. Is it one month or two months? Even saying the following would be better than no information: "We are really not sure but our best guess at this point is 6 weeks but that might change." So would: "Please call back in a week when we expect to have a better handle on the situation."
Thanks,
Al
captain11
Captain
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6K Messages
4 years ago
I suggest you call again, preferably 9-5 Eastern if you can swing it, ask your shipping info again and if you get the same answer, just politely ask for a supervisor. If they charged your credit card, then especially do it. Please post your outcome here.
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davey_d
Community Admin
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5.7K Messages
4 years ago
Sorry about the delays! We take it you purchased either a Carbon Monoxide Detector, Smoke Detector, Water Sensor, or an Outdoor Kit for the SimpliCam Indoor Camera.
We can at least offer a bit more insight on what's going on. Over the holiday period, we had a much bigger demand for all of these items than expected. As a result, we've had to placed these orders on hold.
We have of course been getting new shipments in on a regular basis. So the good news is that we're getting close to being all caught up. While we can't yet promise any exact timeframes, we will be getting your order out to you very, very soon.
- Johnny M.
SimpliSafe Home Security
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ian_4
8 Messages
4 years ago
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tonykf1
1 Message
4 years ago
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captain11
Captain
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6K Messages
4 years ago
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simplisafe_admin
Community Admin
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536 Messages
4 years ago
Unfortunately, you are not alone in waiting for some of your back-ordered items to arrive. Recently, we underestimated the popularity of some of our products and are still playing a bit of catch-up with our manufacturers. We are consistently receiving shipments of these items and hope to have them back in stock soon. Once we have your equipment, we'll make sure to email you to let you know that your order is on its way. In the meantime, if you'd like to speak to us about this, please give us a call at 1-800-548-9508. We'd be happy to see what we can do to make this up to you.
SimpliSafe Social Team
SimpliSafe Home Security
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sumanesh
1 Message
4 years ago
Just got phone with a customer service rep, who had absolutely no idea when shall get my smoke detectors.
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ian_4
8 Messages
3 years ago
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simplisafe_admin
Community Admin
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536 Messages
3 years ago
We understand your frustration with waiting so long to receive the items you purchased. It's certainly not an ideal situation and is something that we are working on with our manufacturers to lessen customer impact in situations like this going forward. That being said, our manufacturers are working hard in production and as soon as we receive the items from the manufacturer we will be shipping out the back-ordered items to our customers.
SimpliSafe Social Team
SimpliSafe Home Security
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ian_4
8 Messages
3 years ago
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captain11
Captain
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6K Messages
3 years ago
Please post your outcome here if you get a chance.
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jwen
6 Messages
3 years ago
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captain11
Captain
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6K Messages
3 years ago
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jay548
16 Messages
3 years ago
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ksl509
1 Message
8 months ago
I've had the same problem twice since Thanksgiving. Both times, sensors failed. I received emails saying the replacement shipped only to find out a week later, that it never shipped and was still sitting in the warehouse. It took 3 weeks to get the replacement the first time. Now I'm again waiting more than a week for a new sensor. We'll see how long this one takes to arrive.
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