LocksOnline.co.uk Reviews 404

Extremely poor trading practices - it’s a mess! Ordered three locks from the online store and received days later - missing half the locks!

Contacted to resolve the matter, got told had to post back what had arrived, just to get what I should have had the first time?

You have one shot with new customers to get it right and you certainly don’t seem to be able to manage that! Wish id have read the other reviews first 😩

Bought some items from Locks online, lots of issues,, wrong items, key etc, no just came to fir one of the items, unable to, as no access to screw holes, look them up seem to have closed down, no further orders, no contact.
Looking at the score on trustpilot it shows,
Reviews
4.0
404 total
5-star 84%
4-star 5%
3-star 1%
2-star 1%
1-star 9%

But looking at the company activity on trustpilot and the reviews it shows,
100% 2 Star!
Star distribution by review source
How star ratings differ by review source from the past 12 months

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Purchased an EPS cylinder and keys back in 2015. All good then, but something has since changed.
Now as of 15/8/2022 they are no longer accepting new orders but “If you already have an existing LocksOnline EPS security cylinder suite (or a legacy Walters Group suite) and are looking to order additional keys, we are still able to offer this service to existing customers.”
So I enquired about 3 new replacement keys. Annoyingly their EPS coded key cutting is bespoke to them and not standard EVVA coding, so my hands are somewhat tied. £65 for 3 keys incl postage. Ouch!
I questioned the extortionate £9 postage for three small flat keys only to be told “these are our default prices”. Hmmm, so much for loyalty to a previous customer. To me it feels more like they are now profiteering from a captive customer base.
So, bottom line, buyers beware (although this comment is now irrelevant seeing as they seem to have ceased selling products, bar the replacment key cutting service)
I’d rather pay more now and buy a new cylinder / extra keys from a different supplier who supports EVVA EPS and so I wouldn’t be tied to a company with what I think is a very unfair postal pricing policy. Shame because back in 2015 I had no complaints, but I am now a disgruntled ex-customer.

Delivered on time, easy to install. Looks good.

Lock arrived next day ! Best online shop I have ever experienced. Well done !

Can't fault the process of ordering and my product was delivered quickly but I have posted a review to warn others about the returns policy and how unwilling the company is to offer any sort of flexibility. I ordered some hinges but the doors they were for had been delayed. I then went on holiday and when I returned, it was apparent the hinges didn't quite fit the doors. I submitted a returns request, which was outside the 14 days the company has in its policy but well within the 28 days generally allowed by others. The company declined my return and despite me explaining the entirely legimimate reasons why I was unable to return the product within the 14 days, they refused to budge. I'm now £80 out of pocket and will never puchase from LocksOnline again.

Items incomplete.
Poor service.

Ordered at 3pm got it at 11am next day. Item as described - perfect

Good website and price fast despatch fast delivery.
Recommended

Smooth transaction, fast delivery and good locks- very pleased

Paid over £12 for next day delivery at 12.22pm on 1st. Received at 17.10pm on 6th,

Excellent products and quick deliveries .

Product arrived quickly and well packaged. Very happy with purchase

I received what I ordered within a reasonable time, though I paid extra for fast delivery. That's all Folks.

The lock arrived as ordered and on time

Ordered 6 brackets online. Had no notification they were planning a delivery until I had a phone call from the delivery driver who was at my house. There was no one home hence he couldn't deliver (Thurs). Locksonline stated it would be delivered the next day (Fri) so I re-arranged work to be in all day. No delivery was made. Locksonline replied late the following Monday a day later saying delivery would now be tomorrow (Tues). I advised them there would be no one home at this short notice and I had already waited in 2 days for this delivery only for it not to show up. Agreed to re-arrange for Wednesday. No delivery shows up on Wednesday. Locksonline can't say what has happened. Agree delivery will be Thursday. I wait in again and re-arrange work. No delivery on Thurs and now told it is on Friday. I can't rearrange work yet again having already done this 3 times and stayed at home all day for 3 days on their promise I would receive a delivery.
I've cancelled the order. Totally appalling customer service. I asked for an explanation or apology and my email has been ignored. Says a lot.
In this day and age to not give notification of a delivery is rare. To then say it will only be between 8am and 6pm is also rare and there should at least be a facility to collect from a local depot like most national couriers have.

Appalling Customer Experience, and follow up "service."

I ordered four important and urgent hinges for my boat on 13 April; order accepted, payment taken in full, process starts.

Checking in again today, I discover that the order on my account is still showing as "processing" so I called for an update. Despite there being ABSOLUTELY NOTHING in the ordering process that suggests they don't keep ANY (or so they said) marine items in stock, they're apparently on order from a supplier in Italy.

I called back again 30 minutes later for a further update, to be told by an entirely unapologetic member of the Customer "Service" team that they "didn't know, personally, how long they would take" and when I asked them to find out it turned out "it's looking like maybe 15th May...."

I asked for the order to be cancelled and refunded immediately, at which point they said "OK" (again, not a single word of apology) AND HUNG UP ON ME!!!!

To fellow marine users; beware. If you want anything in a hurry (including any sort of decent Customer Service) you're not going to get it here.

I now await my refund. I wonder how long THAT will take?!

I ordered six 610mm Alusplash silver internal corner trims which were delivered the following day for a kitchen install. I didn't open the on the day of the arrival due to work commitments. Unfortunately, when I did open the package at the install site, five were internal corners and one was a rogue external corner trim. As it was late on the Thursday before Good Friday, I was unable to contact LocksOnline in time to have the item exchanged. Emailing them over the Easter period resulted in an email reply first thing after the Bank Holiday. These things happen and it was not a big issue for me as I would be on site for a few days. What was impressive was the speed and the ease that Ann sorted out the replacement for me without fuss and the communication she sent me advising a replacement had been dispatched.

I would highly recommend this company for its range of products, price but most of all their fantastic customer service. Five starts!

The phone number is premium rate so I was charged nearly £2 for a 10 minute enquiry call. Absolute rip-off and underhand way of conning money out of unsuspecting potential customers.

A Big thanks to Locks-On-line, It was so easy to order from there on line web site easy access, delivery was out standing, the lock came quicker then expected which meant a faster fitting, The description and dimensions of the lock was spot on.
many thanks
Mr T costello