‎New Customers - Double Check What You Get Charged | SimpliSafe Support Home
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cleidy

5 Messages

Monday, February 3rd, 2020 2:05 AM

New Customers - Double Check What You Get Charged

When I purchased my system 2 months ago, the website accepted a coupon and let me complete the transaction for roughly $500. Over $800 was charged to my credit card and I had to call to get it fixed ... which it was. I just attempted to purchase additional items for my system and the website accepted a coupon. I completed the transaction for $132 and was subsequently charged $188. Needless to say, do not trust the site and always double check your credit card. If you think you are getting a deal, you may not be. Customer support would not honor the price I received on their site and I ended up having to cancel the order. Remember ... this is a company you are trusting to protect you. If they are unable/unwilling to fix their site and will not honor sale prices given by it ... just something to consider. They also don't give access to managers so there is no opportunity for escalation.

Question

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Updated 

4 years ago

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davey_d

Community Admin

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4.8K Messages

4 years ago

@cleidy

Thank you for reaching out. If the promotion code was not applied properly to your order, it is not a problem for us to retroactively apply the discount and refund the difference. We'll have someone reach out soon to take care of you.

Johnny M.
SimpliSafe Home Security

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coltmaster1

Advocate

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2.8K Messages

4 years ago

Call again and ask for a supervisor to get to the bottom of it - try calling when they first open in the morning (9 am, ET), and pressing #1 for sales, someone should answer sooner.  Make sure that they understand your order was for 2 complete systems (with the number of components confirmed per system).  And request the complete order sent 2-day air for your month-long+ inconvenience! (yes, shipping and actual complete orders were a horrible mess long before, during, and apparently after, the holidays - they can't use the holidays as an excuse anymore!)

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lance843

Advocate

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793 Messages

4 years ago

Well that doesn't make any sense because when i got our system a long time ago i had the shipping address as my work place so i know where it woukd be and not sitting at my door, then i had my actual address for the monitoring so someone didnt do something right but like colt says call them and demand to speak with a supervisor.

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coltmaster1

Advocate

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2.8K Messages

4 years ago

^ I think this has happened to quite a few people, if I remember some of the posts here - it's just one of the "fraud" detection things SS does, don't know what else they do, but several people have had issues like this.  The thing is, why doesn't SS ever notify the customer so they have a chance to fix it! (which was another issue, those people were never notified until they called SS after the expected arrival date passed and nothing showed up)

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lance843

Advocate

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793 Messages

4 years ago

Got to get there s#$t straight is all im saying lol

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hikerandshoot

2 Messages

4 years ago

I ordered an upgrade system.  Received it and the next day I returned my OLD system after installing the new one.  They are constantly sending me emails stating that they have not received the old system back.  I give them the order number and they say they have received the old system back.  AGAIN after 2 weeks I receive another email saying they need the old system back.  I called and email about 5 times and per phone call and email they say they have received the old system and everything is fine.

Why do they keep on saying they have not received the old system but I have emails and phone conversations saying they have.   HOW to stop these annoying emails.

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coltmaster1

Advocate

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2.8K Messages

4 years ago

^ call them and ask for a supervisor, ask that the return is correctly entered into their system.

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dajoy13

1 Message

4 years ago

I have had the same issue of being charged full price vs promotion. Twice! I have sent 4 emails with no replies, and customer service calls are abandoned once i hit the 30 min wait time. Very discouraged by SimpliSafe. May be discontinuing.

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theamazonteam

1 Message

4 years ago

In the process of trying to resolve.

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