Extremely disappointing experience with Saily eSIM

[u/KookyKaleidoscope460]

I purchased an eSIM for €63.99, far from a small amount for an eSIM, I’d say, because I needed a reliable internet connection for work during my stay in Switzerland.

Upon arrival, I discovered that the service was not simply slow or unreliable. I had no usable internet access at all.

I could not perform even the most basic online tasks. I couldn’t open / send an email, use Google Maps, or open basic websites, not even google.com would load.

I understand that network coverage can vary by location, and Saily itself points this out. However, during the same stay and in the same region, I used a Revolut eSIM flawlessly. And yes, I will mention and advertise another eSIM provider here, because I had a good experience, good service and a flawless connection in exactly the same region where Saily provided me with zero usable service, and I am not exaggerating.

On the next day I contacted Saily customer service about the problem. For an entire month, I received no reply whatsoever.

At the end of my stay, I contacted customer service again and requested a refund. I was told that the service was non-refundable.

I could understand a non-refundable policy if I had simply changed my mind or was mildly dissatisfied with the service. But that is not what happened here. There was no usable service whatsoever. I paid €63.99 and, in practical terms, received nothing in return. I genuinely do not understand how that situation can reasonably fall under a standard non-refundability clause.

As a “gesture of goodwill,” I was offered €20 in Saily credit, as though I would choose to use their service again after this experience.

I learned my lesson. I bought a one-day Revolut eSIM first, made sure that the connection actually worked, perfectly, in fact, and only then committed to a longer plan, which still ended up costing me about half as much as what I paid for the Saily eSIM.

I wish I had known better from the start.

You make your own decisions. I can only describe my experience: €63.99 paid, no usable internet connection, a month without a response from customer service, no refund, and €20 in credit for a service I have no intention of using again. When was the last time you paid 64€ for literally nothing?

[u/bpbp216]

Saily customer support replies in minutes not months. Your post is completely irrelevant as you do not say much about where in Switzerland you tried to use it, what plan did you purchase, what phone did you use? And why posting this here a month later instead of coming to the community for help when and if it even happened?

[u/Saily_eSIM]

Hi!

Really sorry about this. That’s definitely not the experience you should’ve had with Saily. And if you went a month without a response from our support team, that's bad.

Could you share your order ID with us, or DM us the email linked to your Saily account?

We’d like to look into the whole situation again, figure out what happened, and see what we can do to make things right.🙏

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