Review Time
We'?€™ve been with Siteground since 2016. Since 2020 they have been reducing their services to zero, while increasing their fees exponentially. The reason we stayed with them was for the good customer service but now I am paying them over 500 euros a year but if I have a problem they can'?€™t be contacted unless I pay them another 40 euros every time I have a query. Sorry that is extortion. They canned the cPanel, they ditched customer support. No loyalty. Siteground are an expensive hosting service and good luck if you have a problem!
I've been using SiteGround for a number of years, and the level of service continues to degrade, and they are always urging an upsell to a more expensive plan. It started with their caching services, they put a bandwidth limit on, that was a fraction of my needs. Now they have put limits on MySQL database sizes.In the old days they had a fantastic crew of people on chat who could solve anything. Now, most of this assistance is behind a paywall, and you need to sign up to an expensive plan to get help credits. Their AI help system is decent.They are not the company I signed up for, and I'm now looking for an alternative. Just too greedy.
We've been with Siteground for over 14 years now maybe even longer and the last 2 years it has gotten worse and worse.They have implemented some gates to keep you from talking to their support and made it a little harder for our clients to reach them. They've also instituted gates to keep you from downloading your own site locally without paying for it. No other hosting company does this not even GoDaddy. They take too long to make changes to their Site Tools. Their AI chat gives false information. Their restoring features lack details which can cause issues if you are not a pro devops.We're starting to think that Siteground is not the right partner for us and that if you're thinking about hosting with someone you think about anyone else but them.
My experience with SiteGround has been mixed. I was initially attracted by their discounted offers on various services, including the GrowBig hosting plan, SiteScanner Basic, Premium Backup Service, and Premium CDN. The total initial cost was '?‚ ?246.90, but I discovered that prices would increase significantly after the first year to approximately '?‚ ?740.85, a 200% increase.I decided to request a full refund within the 30-day money-back guarantee period, citing EU consumer protection laws. The refund process was smooth for most services, but obtaining a refund for the Premium Backup Service add-on was challenging.The initial support interaction was unsatisfactory. The agent relied heavily on a Knowledge Base article, treating it as legally binding and overlooking the official Terms of Service. They were initially resistant to my refund request for the Premium Backup Service add-on and disregarded my mention of EU consumer rights.The support agent eventually escalated the issue to supervisors. Although I received no direct communication from them, I was later notified by my bank of a full refund, including the Premium Backup Service add-on. A subsequent interaction with a helpful support representative confirmed the refund and removed my card details from their system.Positive aspects include competitive initial pricing, smooth refund process for most services, eventual full refund, and helpful support in removing payment details. The support agent's initiative to escalate the complex issue was also appreciated.However, there are significant areas for improvement:1. Better staff training on legal hierarchies and EU consumer rights.2. Clearer communication of refund policies across all documentation.3. More transparent pricing strategies that align with industry standards.4. Direct communication from supervisors when issues are escalated.5. Clearer presentation of add-on versions during the purchase process.6. Better communication about significant price increases after the initial term.SiteGround's pricing strategy raises concerns. The steep increase in renewal prices may deter long-term commitment despite service quality. The lack of clear communication about these price jumps during the initial purchase is problematic.While SiteGround ultimately resolved the issues satisfactorily, there's room for improvement in their customer service approach, legal understanding, product presentation, and pricing transparency. Addressing these areas would enhance customer trust and better align with industry standards and customer expectations for long-term value.This experience highlights the importance of knowing consumer rights and the value of persistence in resolving disputes. It also underscores the need for hosting companies to provide transparent pricing, clear product information, and consistent communication throughout the customer journey.Chat Transcript on 06/08/2024 with Petar G support agent if Siteground need a reference.
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