Sucuri Security Reviews 

The firewall is a joke! I got hacked several times and they have direct access to your website and modify all your files. My online business was deeply hurt by this company, the customer service does not reply your ticket and it takes forever for a response. Don't use sucuri is the worst firewall and malware removal.

I have given up and quit this useless company. I had posted several reviews of their shoddy service and bait and switch practices here and they convinced trustpilot to remove them! Incredible.

So here we go again...

Final review for this joke of a company and their horrible sales and customer service staff. Unlike most on here I was pleased with the tech support. I HAD a larger plan that got me quicker access and the techs I worked with were fine. My problem is with how poorly their script reading drones are at dealing with customer issues. The last straw was an "AD HOC" fee charged to me to clean a site that got hacked because their parent company (GoDaddy) gave the passwords away to 1.2 million websites and didn't tell anyone for 2 months. This affected the site in question I had behind their Firewall. When I wrote to complain about this conflict of interest to customer service they just pointed to the contract that says I owed the fee and refused to take any responsibility for the "hack" on my site. GoDaddy (their parent company) had made a colossal mistake that has cost millions of people, time, money and future business but this subsidiary (Sucuri) has found a way to make more money from their customers misery and they don't care. I pointed out to my Customer Service rep VICTOR, whats the point of using your firewall if your parent company is just going to give hackers the keys to all their sites? His response was this: "It's convenient for firefighters to have arsons and tragic fires to respond to so they have a career path, yes." My last correspondence with him noted that he forgot add this to the beginning of his genius observation “When the Fire Chief is setting the fires… It's convenient for firefighters to have arsons and tragic fires to respond to so they have a career path, yes." Don't believe anything they tell you and sign no contracts with them.

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02.02.22 - Updated.

Please take note that the BS boilerplate reply makes no mention of the GoDaddy hack and the money Sucuri made from it.

4 sites offline all day, support tickets ignored. Live chat useless. Sites are down because they’re unsecure as your SSL has expired. Same thing has happened multiple times over the last 18 months. Appalling service and unacceptable lack of response. Nothing has been done to resolve the obvious issue that your system does not renew SSLs automatically every time

I was a bit apprehensive after reading some of the reviews here, but i have to say that currently i'm very pleased.
They have managed to help me on number of occurrences with quick solutions and very professional help.
Thanks guys!

Customer support via ticket takes 24 hours. Chat is useless because they won't help you other than get to know that you have an account in their database.

Their reply comes after 18 hours while you suffer downtime. Meanwhile, you have to pray that they will not ask you additional questions because for every question that you answer, they take 24 hours to respond. If there are 3 questions, that will mean 72 hours of your website being offline because the customer support is slow to respond to tickets.

Had an excellent experience with Sucuri they cleaned up malware and reports were accurate

Amazing customer service from Shelly from their online chat.

10/10 would recommend

Do not use! I didn't check reviews and used them to help remove malware. They destroyed my site! Total joke and incompetent

Thankfully I don't need to use them much anymore but when I do, it's a stressful experience. Had an email from my hosting provider saying that there was an infected file in my website. No alerts from Sucuri which was telling and therefore opened a ticket. All going well and Sucuri asked me to add some IPs to the allowlist - all done and now with the support ticket open, they seem to have gone off grid. I can't open a new support ticket because the old one is still open and no communication from them saying how long the process of clean up is likely to take. I don't mind waiting a few days for them to action but the lack of communication points to a poor service. The clean up's they do are fine but the whole customer service experience is unfortunately a shambles

This website is very misleading.
I took a subscription to monitor my website for uptime, malware etc.
My website is almost 3 years offline and I'm still getting emails every week with a report that my website is working excellent. How trustworthy is this service?

Do not use this service, they deleted most of my website. They are part of Godaddy hosting, really bad service. Do not use - i suggest making your own website backup and if you get any problems just re upload.

worst customer support,

I had website connection problem they reply very slow,
<12hour

This company is impossible to deal with. Once you sign up they will never talk to you again. Everything needs to be done by ticket support which takes forever. I would never use them again.

Stay far away from this. WAF is slow and inept, the dashboard is buggy and removing any service is a painful experience with impacted services and poor support. This service may have once been good, but not anymore.

We have a problem where from our internal network we can't get to our own websites. We know the problem is with Sucuri and have raised an issue however response has been absolutely pathetic, there is no-one you can escalate to. I will be looking to retire Sucuri after this ...
The irony is that we are being denied access to our websites by our DDOS protection partners !!!!!
AND THEY DON'T CARE !!!!

Forget about it. Worst customer support ever. If your website is down they won't reply for 48 hours...

It is a DIY service. Migrated from Cloudflare since their DDOS protection wasn't working.

Sucuri did work fine however asked 3 support queries. Only one of them have been answered in over 48 hours.

You get 1 reply in 24 hours and that too generic like we are checking the issue.

If you ever get malware etc go somewhere else for the service.

At the moment we only use DDOS protection and firewall part. It seems to work fine. Do note this is a do it yourself service right now more or less with no to little help you will get from these guys.

I wish I had read the reviews before signing up to their service. The customer support does "NOT" have a guaranteed response time unless you pay extra but even still you would expect a reply within 24 hours from most companies...not Sucuri (1 Star)

Additional: Finally after 2 days and two other support reps had said they would get back to me I finally got a good egg on Sucuri's support and after speaking with this particular rep everything is working as it should be now.

I just feel like their set up needs to be a lot more fluent and easier for the average user to set up. The issue was one thing hadn't been set up on their end which was causing an issue.

Before you paid for the annual fee, their response is fast.
After you paid, the service is slow and the Customer Service is rude and irresponsible.
The is the most disappointed, expensive and irresponsible service provider that I have ever seen, don’t pay

WordPress team please remove from the store

I’m a real estate agent in Toronto and I use a lot of services for my business, including some legacy software and never have I ever had such a horrible experience with a service provider until Sucuri. I’ve had my website flagged and taken down because of malware on Saturday. 3 hours later, as recommended to me by my hosting provider, I signed up for Sucuri with the sole purpose of getting my website cleaned. Having it done asap was imperative because every day I have prospects visiting my website and if I lose even 1 prospect, that’s tens of thousands of dollars in commission. So before signing up for their service, I chatted with their rep on the website. He said that it’s hard to give a timeline but most malware issues get resolved within 24-48 hours. So I signed up. On Monday, at 2am my time, a support rep got back to me and informed me that they can’t login to the website and they asked that I create a connection for them. Their instructions were so limited, I had to reach out to their rep on the chat to clarify and then sent them the info they asked for. It took the same support rep till the next morning (at 1am) to get back to me and tell me that the connection I set up is wrong and provided 0 guidance on how to fix that. I’m sure it’s going to take them another day to get back to me. So the main reasons I would advise against using: terrible support (chat option is only on the website some of the time; response via email or account takes 24-hours; poor communication when it comes to instructions, considering that some of their clients are not technical people like me). Tomorrow will be day 5 since I’ve requested to clean my website. If they don’t fix it tomorrow, I’m going to sign up for Astra; I’ll be double-paying but at least maybe they’ll be able to fix the issue.

Sucuri is not cheap - part of the service is an SSL certificate. Be warned - 75% of the time they do NOT auto renew. What happens then? Your website becomes inaccessible and goes offline. But surely there's some sort of notification to warn you or warn the Sucuri Support internally you may ask? Well no there's not. The only time you'll realise this has happened is if you're lucky enough for a customer to let you know or you're regularly checking your website every day to see if it's become unsecured. If like me you value your time and don't do this or wish to pay additional for an uptime monitor (which Sucuri is supposed to do with the firewall anyway), then your website (or your client's websites) will go offline for potentially months. The effect of this on a high traffic site is severe - it can cost thousands in lost traffic and rankings on Google. When it goes offline, you have to submit a ticket for them to manually renew which in our experience can be at least 24 hours longer with your site offline. When questioning support about this, even the support rep agreed it's ridiculous and that this shouldn't be happening.

Strangely enough this has happened since Godaddy has taken over, no surprise the service has gone downhill since then.

Avoid using Sucuri and find an alternative who value your website actually being online!!