Yesterday I ordered a new domain, but I made a mistake. Today I thought maybe it wouldn't hurt to ask if I could delete it and purchase the corrected domain name instead. So I asked via chat, and Pavel, the support team member who took my inquiry, found a way to help me. I am so very grateful for his problem solving skills, friendly and professional manner, and his responsiveness communicating with me as a customer. Given my 100% positive experiences with all Siteground team members over the years, I know that Siteground is a very well managed company and has a very positive culture. Keep it up!
I no longer wanted a website on Site Ground and checked everywhere to make sure it wouldn't auto renew at least a month in advance of when I thought it would renew. It showed a fixed expiry date which I was okay with. Then I got charged almost $400 for a renewal after that date. I was shocked, but was told I would get a refund because I was within the 30 day cancellation period. When I got my refund it was $41.63 short and when I asked for the rest of the money they owed me they said that they couldn't refund me for the domain name renewal (which showed it had an expiry date) because they had already incurred charges. I'm sorry they incurred fees because of horrible business practices and stole my money. Absolutely never using Site Ground again. Companies that make you jump through hoops to unsubscribe are the worst. Here's hoping I don't get billed annually by these criminals for a service I'm not even using and confirmed wouldn't renew (or so I thought).
Date of experience: July 08, 2024
Reply from SiteGround
Hello, Julie,
We understand your concerns regarding the renewal and would like to provide more information about our policies.
Firstly, it’s important to note that all our services are set to automatically renew by default. This policy is in place to prevent service interruptions and website downtime for our customers. We communicate this during the signup process and before the initial payment. You can easily disable the auto-renewal at any time from your Client Area prior to the expiration date of your service to ensure that it will be canceled. Here are the steps: www.siteground.com/kb/how_to_stop_the_automatic_billing_for_my_plan/
We’ve located your account in our system and noted that our agents assisted you with the refund for the hosting account. Regarding the domain name renewal, typically these are non-refundable once processed due to the fees being collected by global domain registries. You can view our refund policy in detail here: https://my.siteground.com/support/kb/do_i_get_a_refund. However, we understand your situation and after reviewing your case, we've decided to make an exception to our standard policy and issue a refund for the domain name renewal fee. The refund process has been initiated, and you should see the funds reflected in your bank account within 7-10 business days.
We hope this resolution meets your satisfaction, and we wish you the best of luck in your future endeavors.
My rep on chat was super helpful and knowledgeable. Even though I was having issues logging into my cPanel, she walked me through how to transfer my website flawlessly.
Not a reliable hosting and very questionable user interface. When trying to login and reset my password, the confirmation code is intentionally delayed by few hours, so you will never get it done. Their chat support is useless as well. Intentionally obfuscate it and claim that they can't find you. But they send me marketing emails.
Date of experience: July 05, 2024
Reply from SiteGround
UPDATE:
Thank you for providing additional details. We’ve carefully reviewed your account and the recent support interaction you had. We agree that the chat could have been handled better by our support representative, and we apologize for the inconvenience caused. We strive to provide exceptional support, and therefore we’ve forwarded the interaction to a supervisor for review.
If you are still experiencing issues logging into your account, we recommend reaching out to our support team again through the following link: http://stgrnd.co/chat. You’ll need to enter your name, email address, and a brief description of the issue you are experiencing. Be sure to select "New Customer" and click "Continue" — our sales team will be ready to assist you further. We look forward to hearing from you.
Best regards, The SiteGround Team
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Hello, Alex,
We’re sorry to hear about the issues you’ve experienced and would like to address your concerns.
The confirmation code for resetting your password is typically sent immediately after your request, and we haven’t received similar reports from other clients about delays. If you did not receive it promptly, we suggest checking your spam or junk mail folder, as it might have been redirected there. Additionally, using a different browser or incognito mode can help avoid any potential browser-related delays.
Regarding your experience with our support, we strive to provide exceptional service, and your feedback is concerning to us. Unfortunately, we were unable to locate your account in our system based on the details provided in the review. Therefore, we have requested additional information via Trustpilot’s function to investigate this further. We look forward to hearing back from you.
Great support as always! I love SiteGround!!! I didn't have the plan for a staging site, so I built a new site as a subdomain. I reached out to the support team and for $30.00 they moved the site to the main domain. They took the stress out of worrying about crashing my website. Thank you, team!!!
Representative tried things I tried, offered way for me to try it myself, but, also escalated it when I asked as I think the problem is more serious. He did right away, fast and professional. Thanks.
Forgot in time to change billing period so my debitcard was used for a year renewel payment that I wanted changed to monthly payment. The chat made no problem of it, will refund so I can change to monthly payments. Super Service
Date of experience: July 04, 2024
Reply from SiteGround
Thank you for taking the time to share your experience, Jo. We’re glad to hear that our support team was able to promptly assist you with changing your billing period and processing the refund. Providing flexible and efficient service is one of our goals, and it’s great to know we’ve met your expectations.
If you have any other questions or need further assistance, feel free to reach out anytime. We're always here to help!
Watch out for restrictions with their cloud hosting that they don't tell you about.
Maybe a good company for today's dumbed down 'web designers' and hobbyists, but have a long way to go in terms of providing a professional hosting platform.
Complete waste of time which now risks damaging my reputation and they show zero accountability.
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Update : Of course it's not an acceptable solution! I have spent more time troubleshooting hosting in a week with you guys than I have in 26 years in the industry. I've already started the painful process of moving the sites I had migrated back away, costing me time, money and reputation. Zero accountability from yourselves. Absolutely awful company.
As I said, you take the modern approach to anything web which is extremely 'dumbed' down. You might be good for hobbyists or people that want to mess around with Wordpress (your support seemed to assume my sites were Wordpress every time I spoke to you which says a lot), but you are not a suitable professional hosting company.
Regarding "It’s important to note that our system doesn’t allow the same domain to be managed by multiple accounts." This would be useful to know before committing to signing up and starting a migration, don't you think? It's quite common that people previously host a site somewhere and it's not deleted for a period of time.
Date of experience: July 08, 2024
Reply from SiteGround
Hello, Ian,
Thank you for reaching out and sharing your experience. We take all feedback seriously and appreciate the opportunity to address your concerns.
We’ve located your account in our system and after a thorough review, we would like to provide clarity on the situation you encountered. Our records show that you initially contacted us via chat regarding an issue with creating two subdomains. Upon investigation, our agent discovered that these subdomains were already associated with another SiteGround account managed by a different user.
It’s important to note that our system doesn’t allow the same domain to be managed by multiple accounts. This policy is in place to prevent conflicts in settings, DNS records, and backups, ensuring that only the verified owner can manage a domain, preventing unauthorized access or potential misuse.
To resolve this, our agent suggested adding TXT records to the DNS for verification. This is a standard security measure we use to confirm that the person requesting changes has legitimate control over the domain. Unfortunately, this solution was not acceptable to you.
We’ve also noticed that you’ve contacted our Customer Care Supervisors team via email. They have responded promptly with additional information regarding your case. If you have any further questions or concerns, please refer to the email correspondence.
I recently encountered an Internal Server 500 error on my website, and SiteGround's tech support team was incredibly helpful in resolving the issue. Their response was swift, professional, and thorough. The support representative quickly identified the problem and provided clear, step-by-step instructions to fix it. What impressed me most was their patience and willingness to explain the technical details, ensuring I understood what went wrong and how to prevent it in the future. Thanks to their expertise, my website is now up and running smoothly again. Highly recommend SiteGround's tech support!
Date of experience: July 04, 2024
Reply from SiteGround
Thank you for sharing your feedback, Michael. It’s great to hear that our support team was able to assist you promptly and effectively with the error on your website. We also appreciate your kind words about our team’s patience and willingness to explain the technical details. Ensuring our clients understand the issue and know how to prevent it in the future is very important to us.
Thank you once again for choosing SiteGround and for the recommendation. If you ever need assistance again or have any questions, don’t hesitate to reach out. We're always here to help!
Nikolay handled a frustrating billing problem for me while I was traveling internationally. This allowed Siteground services to fix a potential malware on my site. I greatly appreciate his work.
I'm not an expert in web development, and I struggled to find the courage to ask for help when I didn't know much about the problem or what was causing it, but I reached out and was immediately listened to and taken care of. My problem isn't quite fixed yet, but there's a plan in place to take a look and figure out the problem while keeping my site up and available. Already my experience with the help desk was better than I'd hoped for. As the title says: Quick, clean, clear communication.
Always have been a great fan of using siteground, great efficient support, I pay a little extra but jeez for this service I dont mind. Its a great company with awesome support. Thank you team SG
