Brisant Secure Reviews 82

Be warned - we spent nearly £600 on suited locks for our property and recently had new doors fitted to an outbuilding requiring an additional 4 locks - 1 thumbturn and 3 keyed for over £300. The order noted 3 keys would be sent, the picture showed 3 keys and as we required some spares for our (grown up!) kids in case of emergency this seemed exactly what I needed.
What I was not made aware of was the fact that the Ultion key profile had been modified so our existing keys would not fit the new locks.
So after I received the order including 3 new keys I was baffled when my keys wouldn’t operate the new locks - after a lot of head scratching and examining my 3 new and 3 old keys a tiny diffence was apparent.
So I contacted customer services to be told that normally no new keys are issued but they had added the 3 keys manually to my order and I should bin my existing keys.
As I didn’t take any screenshots of the web page with my order I couldn’t actually disprove what they were saying.
Bear in mind an unsuited lock costs £63 and comes with 3 keys I was staggered to be told if I wanted 3 extra keys it would cost over £75 for the privilege!
I emailed explaining my predicament and was basically told they would feedback to the business to update the website to make it clearer in future. Surely this is mis-selling? But no - their T’s and C’s use the old trick of “images are illustrative purposes only”
Bunch of crooks!

We registered our new lock online and then ordered an additional 3 security keys £68 ( not cheap) for our new front door.
They used DPD couriers and the keys were delivered to another property . Their mistake.
The response was by email and not urgent and all they did was blame the courier - I had to change the lock! They didn’t want to help any further - not great service

Whilst I have no complaint about the actual locks, the key covers are poor quality and do not have any longevity. I raised the issue with the company and was told well they are only plastic covers - a point I agree with, but given that the company charges £10.00 for a plastic cover (no key included), I find this extortionate. My advice if you decide on these keys don't waste your money on their plastic key covers.

Expensive handles that became very pitted and had to be replaced after 5/6 years and a refusal of warranty as I had not made any note of a warranty number.

It's taking them a troubling amount of time to acknowledge and refund a return of the ultion nuki smartlock and its accessories which did not function as expected (issues with getting locked in the house!). Pretty poor.

If you wish to buy the Nuki 2025, wait until Amazon have availablity. Customer service are rude which naturally you have to be stern to get your point across. I could go on but once product arrives I will be fighting to return.

Excellent communication, the staff and especially Luke Sherry are a credit to the company.

Ordered some replacement keys from them. The keys arrived very damaged, as if a very heavy weight had dropped on the parcel. I sent a photo of the two keys with the most damage - both were bent to around 45 degrees. I sent a message saying that the whole parcel must have been subjected to enormous force, and asked for a full replacement of all 7 keys, assuming that any or all of them might be damaged and could invalidate the warranty on our new locks if used and then damaged the locks. They chose to ignore my message and sent only two replacements (the two keys with the most obvious damage that I sent a photo to them of). I am going to bin the other keys as I cannot be sure whether they will damage the locks if used.

Wouldn’t of given any stars if they was an option, I purchased new locks and additional keys from brisant security/ ultion lock and registered my keys so that nobody could get a key cut without my authorisation but my sons girlfriend went to Timpsons who was willing to cut/trace a new key without getting authorisation via email from me, when I questioned this with the company they said that as she had asked and passed the key over they where allowed to do the key so what I am saying is don’t waste your time registering the keys cos it means nothing

I ordered the Ultion Nuki Go directly from Brisant Secure as an upgrade to an existing Ultion lock already installed in my door. As instructed, I provided the serial number of my current lock during the order, which uniquely identifies the lock configuration. I assumed, reasonably, that Brisant would use this to supply the correct size.

Only after I’d completed payment did I receive a follow-up email asking for additional information, including how to measure the lock barrel myself. The instructions for this were vague, and the need to measure wasn’t made clear at the point of purchase, nor was there any prompt to confirm sizing during checkout. As a result, I supplied a measurement in good faith, but it turned out to be incorrect.

I contacted Brisant to request a correction and offered to return the unused lock. I even offered to pay reasonable costs for rework. Instead, I was asked to pay £74 for a replacement, £11 to re-pin, plus a 15% handling fee, despite them being able to reuse the lock and despite having already paid £239 for the product.

After they refused to compromise, I raised a PayPal dispute. PayPal reviewed the case and ruled in my favour. However, instead of handling the outcome professionally, Brisant later sent a rude and threatening email demanding I return the lock within 14 days (which I couldn’t while I was on holiday) and referenced “legal action” and “HR involvement,” which was laughable, entirely disproportionate and inappropriate.

Throughout this process, I’ve been willing to return the product and cover reasonable costs. But Brisant’s failure to provide clear instructions upfront, their inflexible approach, and their tone after the PayPal ruling have left me deeply disappointed. I only wished I’d read reviews here first and saved myself the trouble!

Contacted Brisant about a broken key tag on Tuesday. Received a response next day saying they’d send a replacement part and it arrived Thursday. Brilliant service!

Absolutely awful company. Discrimination against disabled people.
I have spent £86 on 4 keys. They arrived and did not work one of the numbers were wrong. They will not change the keys or refund.
They are very very rude and do nothing to help.
Please use a different company do not get ripped off.

Ordered a key online, put the serial number in and paid but when it arrived , it was wrong key , rang them straightaway but was told no refunds or replacement as I must have put the wrong number in but could not prove either way if I had or had not , the number on the order was starred out so no way of proving , very patronising customer advisor on the phone basically saying to me "tough shit pal,order another one " might have been an April fool though when I come to think of it as it was April 1
Leave well alone , there are plenty of other online companies that are just as good.

AVOID !! This company are so poor and the customer service is diabolical. We ordered spare keys as they have the monopoly on the keys for our expensive doors. We were taken in by literature that said the tracking was able to find the keys easily when lost on an app and sound an alarm. As you would Apple. Sadly we lost the keys. The alarm failed and they DONT show you where the key was lost .They simply show you lost in Tescos. !! Useless. We asked to have just basic keys cut. They sent new one that don’t fit. We could not get the key out of the lock for 10 minutes ! They re-cut and again same issue. We asked to attend site and sort as it’s unacceptable the keys don’t work. The manager said he’d checked and they were fine ??? They are not. His answer was to cancel our contract !!

This company should be barred from giving locks whose replacement keys don’t fit and the innocent customer is left with nothing. We will contact trading standards and report and the manufacturer of the doors should cancel their contract with this appalling unprofessional lock maker.

Avoid using them. Customer service is shocking.

It’s obvious from the many complaints here that they just walk away from all legal responsibility and the manager needs to be investigated by the company owners as he is rude and does not care. They breach the consumer sale of goods act and it means nothing.

If we can’t sort we will go to the small claims for new doors. Full costs to be claims. The keys do not fit. Shameful

Brisant provides great support for physical locks , but the Nuki smart locks are best avoided. The Nuki locks continuously have issues with losing calibration and can leave you locked out. The idea is brilliant, but the implementation of it and the support from Nuki isn’t great. You really don’t want to be doing beta testing on your house’s security.

Really good service from Hayley in customer support. I had an issue with the key surround that I purchased some time ago, I sent photos of the damage and received an instant response with an offer to replace them for all my keys. The items arrived 2 days later! Really impressed with the swift help I received I would recommend this company for their good customer service

UPDATE
I got my money back via Paypal by opening a dispute.

EDITED
I spoke to CAB and they said that the company is acting illegally. They have reported them to Trading Standards. Now, I just need to get my money back but I will.

Please read terms and conditions before ordering. This company charges 10% handling charge and does not help with returns. You have to arrange that yourself. Seems extortionate to me. I have decided not to return the handles and will sell them on myself. An expensive lesson.

Having purchased the NUKI from lock force Im constantly talking to the supplier as my product does not work indeed a feel The Tech Josh is a frustrated as me

Lockforce have helped but only to send proof of purchase to Brisant, sill the NUKI is unreliable and has been from fitting has a mind of its own, NUKI the manufacturer has said they have a new model on the market and should I wish to buy direct ? Im told no other customer has a problem ????

Would give a zero star if it was available. Terrible customer service. Took 2 emails for them to answer. Then lock out of guarantee due to incorrect lubricant? Great cop out from warranty obligation. Don't buy these locks. Use Yale a trusted manufacturer.

Wish had read these reviews before purchasing the ultion smart lock.
Locked didn’t fit my door after completing their lock checker process.

Requested a return to just be left with “someone will contact you”

From reading these reviews easiest process will be to action a charge back via my credit card company!