Yale Reviews 21

The customer experience has been super disappointing so far, and I haven't even received the products yet. I ordered two deadbolts, keyed alike, and after the initial order confirmation, haven't heard back from them for about two weeks. I went to the website, grabbed the support email, and asked for a status update. I received an email saying this is not the correct support email anymore (why don't you update your website), and finally a rep reached out saying the locks will arrive in about a month. Why can't you be more transparent and/or more proactive about your shipping timelines? If I had known that this was a 2-month endeavor to get 2 locks, I certainly would have taken my business elsewhere. Even if your products end up being amazing, I will certainly not buy directly from you again and will just go through a retailer or big box store.

Bought a yale assure from amazon, it doesn't say anywhere that it wont work outside the US.

I had to use a fake number to receive the SMS that allows you to create an account and get the android apk from somewhere else. Local yale apps couldn't pair the device.

Isn't it illegal to lock hardware if you already paid for it?

I bought the Yale Smart Alarm bundle. I also bought the add on indoor sensors within 1 month of buying the alarm. Apparently there is a newer version to my Yale Smart Alarm and any add ons do not work. I need the Yale Home app to work the add ons and not the Yale Alarm app like I have for the alarm. The ad said it's compatible with Yale Smart home but didnt say which version, what year, and specific details. This is a joke that Yale has add on products that don't connect to existing Yale products. How has the alarm suddenly become out of date and therefore useless to any additions like a smart door lock or sensors. Yale UK Customer service confirmed the alarm is already out of date. How on earth?! I purchased yale products specifically as they'd connect. To find out they don't is beyond a disappointment. Save your money and get a proper alarm system.

This has been one of the most frustrating and incompetent support experiences I’ve ever dealt with regarding a Google Nest × Yale smart lock. I was explicitly misled by Google’s own Nest support page, which showed my device warranty expiring on September 17, 2025. Based on that information, I followed Google’s guidance and contacted Yale, assuming the lock was still under warranty. That information turned out to be wrong.

Yale later claimed the warranty had already expired in August 2025, directly contradicting what Google displayed for the same Google Nest lock. So which one is correct? Because customers should not be punished for trusting the official warranty information shown by Google for a Google-branded product.

What followed was months of pure chaos. Endless emails, repeated troubleshooting, zero ownership, and constant handoffs between different support agents, each forcing me to re-explain the entire situation from scratch. No continuity, no accountability, no resolution.

Between Google and Yale, five months of my time were completely stolen—emails, calls, explanations, and follow-ups that led absolutely nowhere. This stopped being a hardware issue and became a systemic support failure. If this is how warranty issues for a Google Nest lock are handled, then the warranty itself is meaningless.

Totally useless service. Deeply disappointing. I would strongly warn others not to expect real support when a Google Nest lock actually fails.

Case number
2-1433000039560

Bought a Yale assure lock in 2020 with a wi-fi bridge for over 350 usd
A few years later Yale discontinued the remote wi-fi access in Europe for this lock, leaving me with no option than to buy another lock.

Poor practice , will never buy from this company again. Schlage seems way better and worldwide.

Customer service is non-existent
Worst customer service and experience I've ever had. Not a single person knows what they're talking about, the website forums are horrendous and the apps are awful. AVOID THIS BRAND. Mis sold products, gave false information on the chat and have never been so 'fobbed off' by the disgusting staff member. Smart Lock user

Yale claims hands free on the smart lock but it isn't true. Bizarre ~ the auto lock works but they set a time delay so you have stand outside your door until it locks. Or put your things down and lock by hand. My Samsung locks immediately so I am very sorry I bought a Yale.

Bought a Yale 5 lever mortise lock as replacement for old lock on wooden front door. Opened the packaging, tried the lock. Clunky and then jammed after a few turns, went back to locksmith and was given replacement, Same experience, cliunky, stiff, jammed, locksmith apologized and said he would return the whole batch, now waiting for delivery of different brand, I thought Yale was good quality brand, it may have been, it is not now.

I have been waiting 5 days for a lock I bought and paid for “next day air”… Yale says their processing time is up to 3 days and the next day air can take many days… don’t waste your money

The Yale official website is the worst place to get the Yale items, if you want to return items you have to pay your own shipping and label. Get it from Best Buy or Home Depot

I bought the Kyla pro. Nothing but problems and even got locked out of my house. Tech support not willing to help at all. Run away from Yale

Purchase of a key not smooth due to website error but my complaint was handled well and I was refunded for the cost of incorrect key.
Thank you Richard and Wayne.

DO NOT buy yale locks
constant issues, not locking, the screen does not work when touching. does not open with the right code.
The customer service a disaster and ......

Run from this company, they will never help you with anything after purchase even a return. I suggest just disputing with your card and never purcahse from Yale again

I have a L2 door lock and full alarm and the connect Bluetooth and wireless plug the connect keeps dropping the WiFi signal making the whole product unusable I have tried Yale support and they said my case was resolved but it clearly has not the alarm and lock and all the extra accessories cost €1500 they are refusing to answer my support issues and are advising me to go through the whole process again. In the meantime we are sometimes locked out of the house the neighbours are complaining about the alarm tripping every time we have to break into the house to unlock the door. I do not recommend Yale as there customer support issues zero I have to give one star to leave the review but they do not deserve even one Warning do not waste your money.

I have buy Yale digital lock in july 2024 today till 6 September 2024 i have call many time to install Lock but result 0 Pathetic customer care Executive Employee all are 0 i never recommend to any one to buy yale product this co had 0 value of customer money they only sell product & make customer fool with name of customer service

I've had Yale Keyless Connected Locks on 4 doors for several years, plus an L1 on the main front door.

Yale emailed to advise that I now needed to add some accessories (wi-fi bridge and access module) as the old software was not going to be supported much longer.

I ordered them and connected the main door to the updated software.

THEN, I got several new emails advising that I would need these access modules for all locks I had - so I ordered another 4 modules (£20).

I attempted to install these modules into the Contactless Locks - only 2 of them slotted into place, the other two bent the pins and one of those broke the tab inside the lock too.

So, I only have 2 of my 4 locks with the modules.

I then attempted to connect them to the wi-fi bridge. After 2 hours of adding them, losing connection, re-adding them I was getting nowhere.

I googled the issue and was shocked to read that you need to buy 1 wi-fi bridge at £50 for each lock (and have enough spare power sockets available within the required distances).

NOWHERE on the Yale website does it state you need to buy the expensive wi-fi bridges for EVERY lock ----- that's £55 per lock in accessories when the locks cost me less than that to begin with.

It also does not mention the wi-fi bridge requirements in any of the emails I received for the access modules.

I feel well and truly ripped-off !!

Yale platinum, these locks maybe secure but inserting the keys is a pain in you have to be very precise.