Surfshark

I recently dealt with Surfshark’s support team regarding an issue that appeared two days after their 30‑day money‑back guarantee window. Their Ecuador location turned out to be a virtual server physically located in Colombia, making the service unusable for my work. Instead of acknowledging the problem or offering any flexibility, every agent I… Read more

spoke to repeated the same scripted lines about “terms of service” and avoided addressing the actual issue.

Across multiple replies from [Name Removed], the pattern was the same: no real troubleshooting, no accountability, no willingness to help, just polite excuses and a goodbye.

Surfshark talks a lot about customer care, but when it comes to actually helping a paying customer, they hide behind technicalities and canned responses. If you value real support, transparency, and a company that stands behind its product, look elsewhere. They refused to refund my entire year of service on a technicality because I encounter the issue with their server 2 days after the 30 day money back promise just to keep my money instead of giving me a solution, I even told them to refund the un used rest of the year, 11 months and they refused even though they know im not going to use their service because at this point is useless to me. A complete joke, I had to pay for another VPN (Windscribe) that actually has real servers in other countries and provides the promised service that Surfshark failed to provide. Avoid this company at all cost.

Absolute garbage VPN. The worst I have ever used. Doesn't matter which country you choose there's no throughput. Absolute trash. I spent 45 minutes even trying to get it to connect. DO NOT BUY

Very annoyed that they did not disclose they have auto renewal for the monthly subscription and when I approached them to cancel and get a refund… Read more

they refuse. They hide the auto renewal clause away in the background so they get 2 months fees from you. On principal I will never deal with this scamming thieving company again. They have no morals at all.

The vpn is perfect! I put to it 5 stars! The support is also perfect giving sollutions to every problem. I was having a problem connecting to my vpn subcrirtion. I refer to chat box of Surfshark. The people are kind and the person who helped me (Seraphine Ellis) was perfect and khowing everything. Thanks a lot for enverything!

Have been a loyal user of surfshark since Feb. Even recommended the service to friends. However due to unfortunate circumstances I would not have access to the service nor be able to afford the renewal of this month's subscriptions and wanted to cancel my subscription. I was charged anyway and reached out IMMEDIATELY to surfshark for them to… Read more

kindly review my case but was met with a complete shut down and rejection without any form of empathy or attempt to understand. Kept saying that they can't go against their ToS, which I can understand but their ToS states that they may consider refunds beyond the 30 day period. Ridiculous. It's so heartbreaking as a loyal customer and someone who has trusted surfshark for a while now. Feels like they just want to take your money regardless of your situation. I literally CANNOT use the service but they will not even try to understand. I understand the policies but this was just such a horrible experience I couldn't bring myself to come back to them even if i could.

I joined Surfshark VPN recently as I already had my antivirus sorted with another company. I had a little trouble trying to connect my new Surfshark VPN to my home computer at first and I was not clear with some of the Settings. Via my account I wrote for assistance, and promptly next morning there was always help. I did write a few times just to… Read more ·  1

clarify that I was on the same page as how Surfshark works, as I also had to uninstall Surfshark on my mobile. Thanks to the helpful Zendesk and thanks to Barry Quinn,Seraphina Ellis,Mark Taylor,Emily Johnson, Harrison Lowe, after quite a few messages back and forth each day about our home computer and mobile, I am now on track with my VPN on our home computer and S23FE mobile. I am extremely pleased how I feel more secure and more private, on our devices which is what we wanted to achieve. I also cancelled when I first purchased a VPN and Anti Virus quite a few months back as there were so many processes to go through, I clearly did not understand it instead of trying again, I just cancelled my account, I could not get my head around the setup. So here I am again purchased the VPN last week, only this time, I also tried to cancel that when again I had difficulty, only to be told I cannot cancel twice, as I paid for 2 years and 4 months this time, I gave it another go, and here I am very happy that I did, to feel happy with this company assisting us to have our much appreciated, PRIVACY online on our home computer and on mobile phone and feeling safe thanks to Surfshark. Give them a go, they are great company for Australians, the reviews I read everyone single one as I am very particular, and I also always review products, for others to learn from. At last I am pleased to say they offer good products at Surfshark and they are very professional, they get back to you, so you are not alone, like with some companies. Best of all, they keep you safe online. All the best.

I have been trying to get my tablet to cast to my fire TV stick 3rd gen and it won't because of Surfshark being on. The app I am watching is only available in Canada and I am in the US so it's Geo blocking and so therefore in order for me to cast it to my fire Stick I have to have the VPN on and it literally says it will not connect because of VPN… Read more

so we were just trying to find work arounds and we thought we did but because the streaming is too slow I guess, it cuts in and out and it took like 7 min to watch 2 min of ads and then went to a black screen with circle twirls. I then realized it was 3 pm and I had no more time. It took me I don't know 2 to 3 hours just to get the app downloaded because of the Geo blocking because there was no current apk nor could I use Amazon or Play store because I am located in the United States and that is why VPN was on in Canada. LILY REED was very patient and when I said I had to go I couldn't do this anymore My neck was hurting I was just done and I had to go, she said well wait a minute what if I can find a solution may I email you the solution and that just blew me away that is total customer service. So let me say this to you surfshark LILY REED is not only a valuable employee but she is also your greatest asset. I believe that is called going the extra mile and y'all need to know this, and now I'm excited cuz maybe she will actually find a solution.

I'm giving them a 5-star review - whilst I decided to cancel the service, this was not due to anything they did wrong, but what impressed me is that just as per their marketing material there is a money back guarantee - they refunded my money within 24 hours no questions asked. That to me is a good company which stands by their statements - a rarity in todays world. Something which I very much appreciate.

We (my wife and I) have had, so far, a good experience using Surfshark VPN service and I had an excellent customer support :D They gave a good discount in the renewal of the subscription and it made the experience much nicer.

Use Surfshark since 2019 and very happy with it. Needed a renewal of my subscription as the autorenewal offer was not what i exspected. Calliope Hayes helped me and provded me al the answers i needed and offered me possible options and an accpetable offer. Show reply

Surfshark are scammers themselves. Surfshark have charged me $193 for an annual membership well above the advertised low monthly cost. They charged me 1 month after I had cancelled my subscription. They claim because I cancelled my membership is not valid or retrievable and that I am liable for this amount. Don’t trust surf shark!

For the past 4 months this service has not been working properly, and today I’ve finally reached my boiling point. I can’t handle this anymore. It constantly gets stuck on attempting to connect and takes forever just to connect to certain servers. Today it would not connect at all. I even updated the app hoping it would fix the issue, but it… Read more

still didn’t do anything. I tried multiple countries and servers and the same problem keeps happening.

At this point I’m afraid to even update the app because previously I had to completely uninstall everything and download it again just to get the VPN working properly. It’s ridiculous that I had to reinstall the whole program just to make the service function again.

And even when it finally does connect, the connection is so sluggish and unusable that I end up disconnecting it anyway because it becomes impossible to use properly.

Especially during this time with ID checking and privacy concerns, I need a stable VPN more than ever to keep me safe, and right now you guys are absolutely not doing that.

And please don’t blame my internet connection. I have around 2000 Mbps download speeds and 200 Mbps upload speeds, so the issue is clearly not on my end.

Surfshark, your service is getting worse, not better, and I’m seriously thinking about moving to another VPN provider because right now this feels like a waste of money. I really need a proper fix because the experience has become consistently unreliable and beyond frustrating.

After seeing positive reviews I signed up for Surfshark a couple of years ago after my previous VPN provider (European) increased their prices. I then extended the period to 3 years with great sounding offers. BIG MISTAKE. I've gone from a trouble-free VPN experience to one continually dogged with problems. Unless I am trying to gain access it a… Read more

particular country, I usually link to my closest server (Melbourne) but I am regularly identified as being elsewhere in the world (usually Singapore). Randomly my access to my mail server is blocked, despite putting in exception rules. Many other sites block me unless I pause the VPN. The connection will regularly slow down to a crawl for no apparent reason. Exiting from Surfshark will often completely stuff up internet access. Some of these problems have reduced as the worked on their product, but overall this has been a very disappointing experience.

Pathetic.They might be a shark but I certainly couldn't do any surfing through their vpn. It either wouldn't connect at all or when it did the connection was so slow that it would literally time out trying to connect to a website. So unusable. Then, despite the fact that they promised a 30 day free trial on purchase, made me request a refund even… Read more

though I was cancelling well within the free trial period. I'm still waiting for the refund. I'd give no stars if possible

Untrustworthy. They accepted payment, said cancelling the subscription wasn't a problem. I needed to upgrade my subscription, same day. Canceled the subscription. Surfshark then refused to refund or provide a subscription. So they took my money, a couple of hundred Aussie, and PayPal back the seller, so be careful...it doesn't reduce the ads and you may get surprised when trying to cancel.