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When we started evaluating extended warranty partners, we didn't just want a vendor, we wanted a partner that would help us grow. SureBright has been exactly that.
Our RFP process was thorough, and they met it every step of the way, providing detailed documentation and working with us as a true partner rather than just a vendor. Before we went live, their team met individually with the right people across our organization based on expertise, making sure every department was actually ready, not just checked off a list. They were always available to jump on a call, whether it was technical requirements, customer service questions, or training our team.
Now that we've been live for a few months, that same level of partnership hasn't slipped at all. They continue to answer questions quickly and stay genuinely engaged in how the program is performing. Rick and Soumya in particular have been a pleasure to work with throughout.
We cannot speak highly enough about the SureBright team! We installed the app on our store on a Thursday, reached out to the team with the necessary collab code information and we were up and running (with Klaviyo flow!) in under a week.
In addition to being efficient in the onboarding process, the team at SureBright are genuinely good people. We love the partnership with them and are quite thrilled to be working with them!
Our customers will see the value that SureBright provides on their open box electronics - this partnership is the definition of a win-win.
What stood out most about working with SureBright was the flexibility and support from their team. They were very collaborative throughout the implementation process and helped tailor the experience to fit our storefront and customer journey. The UI looks clean, integrates naturally into Shopify, and the onboarding process was much smoother than expected. The team was responsive, proactive, and easy to work with from start to finish.
The PSB Speakers Team is looking forward to growing sales with SureBright and providing the best possible experience for our customers.
We wanted an extended warranty program that felt seamless for our customers, offering peace of mind at a reasonable cost while also supporting stronger conversion rates. Surebright has delivered on both fronts. Their team has been an excellent partner, providing responsive support and working closely with our product page design and more complex bundling configurations to create a smooth customer experience. Highly recommended!
We’ve been using SureBright for a couple of weeks and are really glad we started this partnership. We didn't quite realize the demand for extended warranties in our market, but it is there in a big way. I'm genuinely surprised at how many new customers have added the option of multi-year extended warranties.
The staff has been very easy to work with, as well. We ran into only one technical hiccup and it was resolved in a reasonable timeframe.
Too Many problems with the software, letting customers mistakenly buy the insurance without a product purchase. This led to multiple fraud allegations against our site. Their offshore team kept suggesting that it was spammers (makes no sense when actual customers complained, no solutions or fixes provided, just excuses and trying to blame us (Shopify site). Would not recommend.
We take feedback seriously and investigated the issue referenced here.
The order cited in this matter was flagged by Shopify as high risk for fraud and was automatically cancelled. Based on our review, we did not identify a defect in SureBright that would allow a legitimate customer to purchase protection through our software without an associated product purchase. SureBright is configured and operated in line with Shopify guidelines and procedures.
Our team responded promptly, reviewed the fraud indicators, shared our findings, and remained available to work with the merchant on any additional actions. We remain confident in the integrity of our platform and our handling of this matter.
This review has been revised and is provided for reference only:
We were initially looking for a plugin that would offer our customers the option to purchase extended warranties. I came across the SureBright app and wanted to try it, but didn't fully realize at the time that the extended warranty service itself would be provided by them.
Our standard warranty is one year. We've been using the app for less than six months, which means no warranty service has yet been provided through them — only the app functionality has been available.
Our decision to discontinue the SureBright app came from uncertainty about their ability to handle warranty claims. This isn't to say they lack capability, but rather that we didn't understand how they would actually fulfill claims. Because our products are large and require after-sales support that involves detailed photos or videos to assess issues before shipping replacement parts — all of which is handled internally by our team — several concerns arose:
1. How would SureBright fulfill warranty service for our customers? Would they purchase entire replacement units from our store at $1,000–$4,000 each? Or would they source replacement parts without knowing our costs?
2. When customers experience issues, they contact us directly, not SureBright. The actual after-sales process can only be handled by our team, and communicating with SureBright about these cases would add unnecessary complexity.
When we decided to stop using the service — which was within our rights, since no warranty services had yet been provided through SureBright (our standard warranty period simply hasn't expired yet) — we encountered unexpected difficulty.
We've found it extremely difficult to remove our payment information from their system. Despite multiple polite requests, our credit card details remain on file with no confirmation of removal.
More concerning is how SureBright has treated customers after our partnership ended. They've contacted our customers directly, creating confusion about warranty coverage. This has caused unnecessary stress and eroded trust.
Now, despite offering to pay a reasonable pro-rated fee for the time we used the app, we're facing legal threats over an unpaid invoice we never agreed to.
We do not owe payment for services not rendered. We simply want this resolved fairly — without lawyer-style warnings or threats.
We take feedback seriously and want to clarify the circumstances referenced in this review.
SureBright provides extended protection programs through established underwriting and claims administration infrastructure. The fact that no claim had yet arisen during the merchant’s standard warranty period does not support the suggestion that SureBright lacked the ability to administer coverage, nor does it mean that SureBright had provided only “app functionality.”
In this case, the merchant sold SureBright-administered service contracts to customers and collected payment for those contracts. Under the parties’ agreement and applicable requirements, those funds were required to be remitted to SureBright, and outstanding amounts were required to be settled before discontinuing the program. They were not. The issues that followed did not arise from any inability by SureBright to fulfill claims.
We also want to clarify that payment information is handled using industry-standard practices and is removed upon app uninstall. Communications with customers were made only as necessary regarding the status of SureBright-administered contracts.
We remain confident in the integrity of our platform, our compliance processes, and our handling of this matter.
We have been working with SureBright for almost a year now, and can not speak higher of Rick, Keith and the whole SureBright team.
Setup/onboarding with them is super easy, quick and straightforward. Not to mention, once you're onboarded with them - they're always a quick call or email away.
On Tivoli Canada, we are seeing a near 20% attachment rate which shows how much extra piece of mind SureBright services provide to our customers.
Our customers truly value the extended warranty offerings that we can provide via SureBright when they go to purchase one of our products.
We cannot recommend SureBright enough! Keep up the great work, and we look forward to continuing the relationship moving forward.
We’ve been using SureBright for a couple of weeks now and absolutely love it. The customer service has been incredible. Every time we’ve reached out, the team has been quick to respond and genuinely happy to help us get everything set up the way we need. They activated everything for us right away and the whole process was smooth and stress free.
What surprised us most is how fast the policies started selling. It’s truly hands off and adds extra revenue without any extra work on our end. The app is easy to use, reliable, and fits perfectly into our store flow. Highly recommend to anyone looking to offer extended warranties without the hassle.
SureBright has been an absolute game-changer for our store. Setup was fast, the interface is intuitive, and the support team went above and beyond to help us get everything live smoothly. Our customers love the added peace of mind product protection offers—and we love the extra revenue it brings in without any extra effort.
It’s rare to find an app that delivers both customer satisfaction and measurable ROI, but SureBright does exactly that. Highly recommend to any merchant looking to level up their post-purchase experience!
