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2.3 9 Reviews

SugarSync Complaints Summary

3 Resolved
6 Unresolved
Our verdict: Engaging with SugarSync, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Newest SugarSync reviews & complaints

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5:04 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

SugarSync Sugarsync, a Ziff Davis company

I have been a subscriber to cloud storage and syncing service Sugarsync for over a decade.

On 7 October I received an email reminder about subscription renewal. On 8th October I paid my subscription (I have the receipt). On 8 October the service crashed.

Over the next three weeks I contacted the service via email and web form, only to receive auto messages that the problem was being worked on.

On 26 October I received a message that the problem had been resolved. Except NOT. I still have no access to the service and my log-in details are not recognised.

I have continued to try to contact the service by email, phone, facebook and web form without response.

They have my data, I have a paid subscription and have no access and get no response. Seems like they've done a runner.

Desired outcome: Ideally I'd like a restored service but how could anyone trust them. Failing that I want my data scrubbed and my subscription refunded

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2:59 am EDT

SugarSync Cloud backup

The company continues to bill years after the account was canceled. They even skipped a year to keep from going undetected. Sleazy operation

Desired outcome: Theu go out of business

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9:22 am EDT

SugarSync Billing

I live on a very small fixed income and explained in writing that there would be no money in my account to pay SugarSync until the first of the following month.

SugarSync continued to try to get money out of my bank account 4 times now, causing me more in overdraft charges than my bill!

What a dishonest, unscrupulous company causing intentional harm on its customers.

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9:30 am EST

SugarSync sugar sync

I used sugar sync since 2011. It is definally not a very usely friendly system but not too bad.
Again this year they automatically renewed my account at 438$US. I asked them to remove my automatic renewable account and they dont want. We need to remember for 364 days that the automatic system will be done on the last day of your asubscription. So, if your last renew was on oct 15th 2017 it will be on Oct 14th 2018. It is unfair practice and disrepectful for their customers. I would never recommand someone to use an unprofessional company like Sugar Sync . This is revolting and not professional practices.

I ask to be refunded and remove my automatic renew.

SUGARSYNC BILLING STATEMENT

Statement Date: 10/16/2017
Statement Number: 8 631 783
Total: $438.75

Business/Company Name: Materium
Payment Method: VISA **** -

Subscription Period: 10/16/2017 - 10/15/2018
Details:
Starter Plan (3 users and 1000 GB storage) $357.50
1 additional users* $81.25
----------
Total $438.75

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7:17 pm EDT

SugarSync sync cloud service

I first got SugarSync from a freebie, and the paying status kicked in after the free period. I have had so many sync problems. You don't know until you need something and try to access it. At $74.99 a year my sync has not worked correctly in months. I will say the emails from their techs are polite, but the issues never got sorted out. After hours of time wasted with their tech dept and trying to fix it on my end, I got busy with life and just let it go for a while. Finally I was weary of the issue and wanted to cancel my account.

Their website has no place to cancel. Replying to a tech email, I advised SugarSync to cancel. They wrote back that I didn't use that much space and would I consider a discounted rate and smaller storage.

I said no and to cancel and provide reimbursement for the remaining 8 months of my annual payment. They wrote back and included a paragraph of their terms of service, which said "no pro-rated refunds for the account."

Oh, and you also don't know when a new payment is coming out of your account. The date of service is listed on your account section of their website, but they actually take the money out ahead of time, as many services do. However, other services generally send you an email reminder that a payment will be taken out in 2 weeks or whatever. Not SugarSync. Also other services generally reimburse you for unused time. Not SugarSync. Other services offer a fair way of cancellation. Not SugarSync. It's like being in a SugarSync prison.

However, since the service hasn't worked right, all the other is probably a moot point anyway. Buyer beware.

PS- Their tech emails state this: "...privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee(s) only. If you are not an addressee, any disclosure, copy, distribution, or use of the contents of this message is prohibited."

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5:25 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SugarSync billing

I received notice that Sugarsync had tried to renew my annual subscription but my cc on file was no longer valid. I had to get a new AX card because of an unrelated fraud issue. I immediately cancelled my subscription (I had not been using SS for about 16 months because of a number of file corruption issues and uninstalled if off of my computer) because of the file problems I had had and the fact that I was not using the service any longer. After this, they were able to get my replacement card number and put the charge though. I called customer support and they said too bad, contract is a contract. I called AX and they tried to reverse the charge but SS came back with saying the charge is sticking. I just called AX about it and they are eating the charge. Thank you American Express - you are a great company!
Sugarsync you are not, if that is how you treat your customers who cancel within a day of the renewal date!

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6:32 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

SugarSync Deleted Files from my HD

BEWARE - I had serious problems and it was VERY difficult to get support. I had orphaned folders that were deleted from both my hard drive and the SugarSync backup. Their online tech chat support said they were "orphaned" and admitted it was a bug in their software. This is a HUGE security issue. The ones I was calling about were recovered but even after uninstalling SugarSync, I continue to find missing files months later . There were also problems with duplicate backups of files that were then placed in new locations and files that were not being synchronized between computers. I chatted for a long time with tech support and still could not resolve the issue. I repeatedly requested for over a month via chat and leaving phone messages to be contacted by a supervisor but was not contacted. They told me to purchase the phone support option for $99 but I was not going to pay more money for a program that I couldn't use due to security and performance issues. My credit card company reimbursed me for the purchase price of SugarSync but this does not begin to compensate for the time I spent and my continuing loss of data.

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2:00 am EST
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Replied
SugarSync has left an official reply on this complaint.

SugarSync Poor Service/Lost Files

Initially I was promised a discount on my service my a rep named Adam if I signed up for a full year. He asked me to call back after I had set up my account to confirm the service. After calling back several days later he mentioned that with 3 users I was not elegible for a discount. OK, so I attempted to keep trying the service to see if the reviews were as good as they said Sugarsync was. Unfortunately, since November 2011 I have been missing files and my login is not operating properly. Too bad they are too good to be true. I called and have been unable to reach anyone. I also e-mailed them ([protected]@sugarsync.com) on two occasions and they have not e-mailed back. As the average small business person trying to handle business I'm disappointed that Sugarsync is not meeting my needs. Once I can resolve the issue and download the files I put there I think I'll switch to a more reliable storage/back-up service.

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mikenewman5
santa barb, US
May 16, 2011 3:22 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Despite many cancellation requests these guys will not allow you to cancel your account. Beware!

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trustingbird
Tulare, US
Mar 11, 2014 12:42 am EDT

I've been a SS customer for two years. Never a hiccup.

ComplaintsBoard
S
11:44 am EDT

SugarSync Beware users

Given the experience I have had with online backup, I am hoping to help others avoid it.

I decided to use Sugar Sync in January. On May 10, I had to do a hard drive restore of my computer it was not a crash, so I checked and saw that 17 GB of my data, music and photos were all backed up on Sugar Sync before we proceeded. I checked a few of my most recent files and music, just to be sure I was confident in what was there.

On May 21, I was in the midst of a restore process with Sugar Sync (which was not easy) and all of my data disappeared not kidding. The entire file structure was back onto my computer, but every folder was empty. The data had been inadvertently deleted in the process. Through a PAINFUL communication process (I could never talk to anyone by phone without paying $99 and their chat was only open 7-4 M-F) and 2 weeks, they recovered my data which took me several more chat episodes to get restored properly.

That is, all except my music, which mysteriously would not restore.

On June 5 (yes it's now 2 weeks later) I was with Sugar Sync online about this (with an Indian person and I mean no prejudice, just hard to communicate) who told me they would escalate my issue to their engineers (I had heard this more than once in 2 weeks), and I would hear back soon as possible.Now it is June 9 and I still have yet to hear back 5 DAYS LATER.

In the meantime 2 unbelievable things have happened:

(1) I discovered that about 2/3 of my music was missing from the backup. I have 3 songs from Black Eyed Peas on my iPod but only one of them backed up and restored to iTunes. We lost over 700 songs! My bad that I did not do a more thorough check of what was being backed up.

(2) Three crucial folders of data from my desktop DISAPPEARED between Friday afternoon and Sunday morning: The book I had just spent a year writing, and 2 client folders. I was literally sick to my stomach how is it possible that an online backup service actually DELETES your files? fairly tech-savvy, this was not a weird user error!

Sugar Sync has yet to provide any explanation for why it randomly did not back up my iTunes properly, or why it deleted folders from my desktop. They only suggested that I "stop" backing up my desktop and do it manually until they could determine what was happening.

Even though I later found and recovered my precious data - deep in the bowels of their deleted folders.

This has been an unbelievable nightmare and not one I hope anyone else has to go through.

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Stephen Allan, PhD
, US
Dec 31, 2016 1:23 pm EST

Absolutely unresponsive to customer service request, will need to charge back through my credit card company in order to have any hope of getting out of this. Was a customer for years, but don't need the service any longer.

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Stefano Giovannini
, US
Oct 30, 2015 2:53 pm EDT

Here is a link to cancel - i was given it by chat (4 hours window availability for the service! that is late night for customers in places like Australia)

https://www.sugarsync.com/account/cancel

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S
Stefano Giovannini
, US
Oct 29, 2015 11:26 pm EDT

Hi
Sugarsync billed me an amount I never authorized. I never got a message about renewal, I was not aware that the amount increased 5 times for the service.

I understand time has passed, I was away,

I would like to complain and possibly get a refund

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e4ta11
, US
Sep 21, 2015 6:37 pm EDT

***BEWARE!*** Do NOT give this company access to your bank account or PayPal. Cancelling service is complicated and shady and you won't find out until they have billed you and taken your money and then refuse refund. Read the complaints filed with the BBB and other sites online! http://www.bbb.org/greater-san-francisco/business-reviews/internet-services/sugarsync-in-san-mateo-ca-367909/complaints

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E4TA
, US
Sep 10, 2015 10:17 pm EDT

They just charged me $99.99 even though I had cancelled the account months ago (cancelled the subscription in PayPal) and was still receiving emails from them that my account would be cancelled if I didn't renew. PayPal is blocking them from ever charging my account again and we have emailed and called them. I also filed a complaint with the BBB. Hopefully I will get a refund without too much more irritation. There were 85 complaints over the past year due to billing practices.

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Tony82
, ES
Jun 16, 2015 5:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more

They are thieves!

Even if you cancel your account, they continue billing you!

Go to Paypal > subscriptions - and cancel your subscription with them there! the one and only solution!

SugarSync = Bast ar ds!

K
K
kook
, SG
Dec 21, 2011 3:37 am EST

Sugarsync charges your creditcard without authorization! I wonder how they got my creditcard in the first place! Beware!

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TheLeopard
, US
Oct 29, 2011 8:04 pm EDT

Service is horrendous. Like the Hotel California, "You can check out any time you'd like, but you can never leave." HORRIBLE!

I had been using SugarSync happily for a while, although syncing to files via my iPad was rather slow and sometimes got hung up. When one file got hung on their servers and was marked as "pending upload" I contacted tech support multiple times. They couldn't fix it.

I finally asked them to at least restore the previous version as their website boasts they keep 5 prior versions of deleted files. They said they would and later said they did it. I went to my Restored Files section and it was an unnavigable mess. Every file I clicked on said "Pending upload" and the files were jumbled up in no order and in no file tree. I only needed one file, which I specifically showed them. Instead they gave me a massive "bin" of unsearchable junk.

Since DropBox synced much faster on my iPad, I switched back, downgraded my SugarSync account to 5GB, deleted my files on SugarSync, deleted the program from my computer and figured "that was that." But not so fast.

THEN, I received an e-mail from SugarSync saying they refused my request to downgrade my account (?) something I'd never heard of before, because I had too many files (500GB+) on their servers. What? The fact was that THEY had too many files in my account. I deleted everything and stopped syncing. I tried deleting THEIR restored files multiple times, to no avail - they're still there.

I finally told them that if they charged my account I would file fraud charges through my bank.

WHAT A COMPLETE AND TOTAL MESS! AVOID AT ALL COSTS!

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