Krystal Hosting: ‘UK’s Best Cloud & WordPress Hosting Provider’ We Grilled Them.

As a company it is incredibly refreshing to find suppliers who are honest, transparent and have excellent customer service. The Live Chat feature is an absolute time saver! We moved from another hosting company where we had a fair amount of down time – with Krystal we have had no down time and any request has been dealt with incredibly quickly. We have never left the office with a request pending!

Krystal took over Smart Hosting on the 1st of Feb, I only found this out when support response times went from 20 minutes to 17 hours and Krystal’s header began appearing on support email auto responses. Because I host a site that Krystal used to host they appear to have conflated my billing account with that of my customer, so any support tickets automatically cc’d my customer! My billing account has disappeared from the Smart Hosting website but no similar one has appeared on Krystal’s and this month’s hosting payment went uncollected.

Dozens of attempts to call Krystal failed, their support number would simply ring out over and over again. I was eventually able to get through to a receptionist who initially denied Krystal had taken over Smart Hosting, made every excuse under the sun, and eventually promised they would call me back urgently (on more than one occasion during the week). 7 days later I’ve yet to receive a call or see any formal notice of the change of ownership. Ultimately I was forced to migrate all 33 websites I host to another provider, who unlike Krystal can actually answer the phone!

Judging by the fact Krystal are still unable to answer their phones, appear to be busily disputing reviews on Trust Pilot, and have been forced to shut down their Facebook reviews page I’m far from alone in the utterly incompetent experience I’ve had. It’s a pity they couldn’t put as much energy into planning the merger as they’ve put into denying the bad experiences customers have had. All in all they’re simply incompetent, rude and deeply unhelpful. Avoid them at all costs.

I’ve never actually reviewed anything online before but have had such awesome customer service this last week that I felt I should give them a glowing review as I’m actually that impressed. Yes they really are that good. I originally moved to Krystal Hosting at the recommendation of a friend, and they were right.

The UK landline phone lines may only be manned during office hours but emails and requests sent via the chat box at the bottom of their main site are dealt with very promptly. The staff are always helpful and friendly, and they start working to resolve your problem immediately. Last time I needed support the person who answered went on to help me tidy up some old WordPress installs that I had.

Krystal have always been very patient with me despite me being one of those "little bit of knowledge" customers that probably have helpdesk workers tearing their hair out at times. There are no surprise costs like high renewal fees, and all the packages are competitively priced for what they are. In fact Krystal is one of the few hosts that offer unlimited packages at a rate that normal people can afford, and my domain renewal this year was exactly the same price as when I bought it last year.

Daily back ups are standard and all their packages come with cPanel. If you’ve not used it before then all I can say is that it’s super easy and intuitive, you’ll never want to go back to using the self-built hosting interfaces many providers use. Anyway all I can really Krystal Hosting are totally brilliant.

With their level of service I would feel 100% confident expanding my business and moving up to one of Krystal’s hosting reseller packages and I would definitely recommend them to a friend. From a long time review site refusenik