This company sent the wrong window lock then refused to replace or refund. Very rude, tricky time wasters - Beware.
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I ordered some bins from this company. Despite paying a hefty £8.95 +VAT for express delivery, they took a week to arrive. They were OK and as described but they were double-packed in 2 huge boxes, wh... See more
Company replied
Terrible customer service; only half order delivered...multiple emails later with no response. Very annoying as failure to deliver on time costs time which costs money. When a company ignores your ema... See more
Their returns policy stinks, they supplied faulty goods, then asked me to pay for return postage and wanted to deduct a 25% re stocking fee, this is for faulty goods that they supplied. I am trying t... See more
Company replied
Company details
Written by the company
In the interest of maintaining a high level of customer service, LocksOnline maintains accurate statistics regarding customer feedback to avoid relying solely on online review websites which naturally attract less positive reviews and more negative. Based on the volume of orders we received throughout 2020, the negative review rate for LocksOnline Ltd as a company at the end of 2020 finished at 0.02237% - just over two negative reviews per 10,000 orders.
Contact info
The Old Customs House, SA73 3AA, Milford Haven, Pembrokeshire, United Kingdom
- +44 (0) 845 230 02 01
- enquiries@locksonline.com
- www.locksonline.com
1.7
Bad
191 reviews
Hasn’t replied to negative reviews
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Time Wasters
This company sent the wrong window lock then refused to replace or refund. Very rude, tricky time wasters - Beware.
6 October 2024
Unprompted review
Purveyors of a rip-off postal pricing policy.
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.
11 April 2023
Unprompted review
Never received my items
13 August 2022
They have forgotten to send my order…
They have forgotten to send my order despite I paid for next day delivery. When I contacted them they did not offer any money back. My order was delayed by 5 days.
16 June 2022
Great products, great service
Great range of hard-to-find products (e.g. many different sizes of drawer bins, with or without lids and support frames). Delivery within 48 hours, products really well-packed. Can’t fault them and will use again.
25 May 2022
Unprompted review
Waste of time and money it never came
Nothing has been delivered. And no word from locksonlibe despite paying extra for freight delivery!
15 May 2022
Great item thank you
26 March 2022
Well recommended
I am delighted to have found locksonline.com. I had been searching for specific cabinet parts and was happy to come across such a well-stocked site. Will definitely be using again!
7 February 2022
Unprompted review
Reply from LocksOnline.com
Thank you for your feedback! :-)
We appreciate you taking the time to leave us your review and are delighted to hear you'll be shopping with us again - we look forward to it!
All the best,
The LocksOnline Team
Brilliant Customer Service
Absolutely brilliant customer service in replacing our faulty kitchen bins. Super sympathetic and efficient response and speedy delivery. Would give 6 stars if possible!
10 January 2022
Unprompted review
Reply from LocksOnline.com
Thanks for your feedback Lesley!
We're delighted to hear you were happy with our service and delivery, and really do appreciate you taking the time to leave us a review.
Oh, and we'll gladly take the extra '6th star', even if we can't display it! :-)
Warm regards,
The LocksOnline Team
Excellent next day delivery service…
Excellent next day delivery service (additional fee) Items arrived as per website description. Happy with purchase and service. Would recommend
22 April 2021
Reply from LocksOnline.com
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
Paid over the odds for postage
Paid over the odds for postage. Item received a week later direct from hafele. Could have ordered from there myself and had quicker.
18 March 2021
Reply from LocksOnline.com
Hi,
We are sorry you feel you over-paid on postage, but we do list the prices of each postage option when you chose this at checkout so could not be any more transparent on this.
We do have suppliers ship direct for us on certain occasions and can only apologise for the delay; I can only surmise that if you had purchased direct it would have taken the same amount of time as my understanding is the delay was not with us processing it but with the supplier dispatching so can only apologise for this.
All the best,
LocksOnline
Their returns policy stinks
Their returns policy stinks, they supplied faulty goods, then asked me to pay for return postage and wanted to deduct a 25% re stocking fee, this is for faulty goods that they supplied. I am trying to get this sorted out with them now, but they are very difficult to deal with, I will never deal with them again.
UPDATE, they now do not answer the telephone, I do not know if I will ever get a refund.
11 March 2021
Reply from LocksOnline.com
Hi Paul,
The 25% restocking fee is for returns of unwanted business purchases, which was agreed to at the time of purchase. If your return is not for unwanted goods but instead for faulty goods, then this would not apply. Perhaps there has simply been a misunderstanding.
Regarding the telephone issues, as stated on our website that day, BT had a line fault we had no control over and we did offer an alternative number to call which was being answered all day.
We hope this settles your concerns and your refund will be processed in due course.
UPDATE - You have now been issued a full refund as per the above. No 25% restocking fee as your review suggests.
Regards,
LocksOnline
Very good service
Very good service, just one small thing, a note through the door to say its been delivered to a different address 2 houses down from me would be nice, but apart from that great service 👍😊
4 March 2021
Reply from LocksOnline.com
Thanks for taking the time to leave us a review Mr. Beech!
We really appreciate your feedback and with regard to the couriers not informing you of the delivery, we will be getting back in touch with the couriers to remind them that they need to ensure calling cards are left as we feel this is very important!
Best regards,
LocksOnline
Seems to offer good prices but post-sale customer service could be better
I purchased a Belfast sink and waste from LocksOnline.com. It was of good value (price) and arrived promptly. But, just after the 12 months the waste had perished and no longer usable. Of course, no interest from the seller as 'outside of warranty' and no alternative help offered. I'm just VERY pleased so far that the expensive sink appears to be fairing up as it should.
Disappointed as I think that customer service should be more than the limited words of the Ts &Cs. What is the cost of replacing one small item to keep a customer happy at instead, the risk of upset and bad review. Of course you can't replace all items 'out of warranty' but then, one would hope that not ALL items that you sell are going to fail, surely.....?
17 December 2020
Unprompted review
Reply from LocksOnline.com
Many thanks for your feedback, and we are delighted to hear the sink is serving you well despite the mentioned degradation of the waste pipe.
Unfortunately as the waste pipe is out of any applicable warranty period, we would be unable to send a replacement to you free of charge.
As much as we would truly love to be able to offer all of our customers free replacements of parts which have outlasted their warranty period, this would unfortunately not be financially viable and do not see that any company could reasonably offer this, so it is upsetting to see that our customer service is being put under question based on this.
Please understand that any replacements offered outside a warranty period would not be covered by the manufacturer and therefore would have to be purchased by us at a loss, which would ultimately incur detrimental losses if we were to offer this to our many thousands of customers regardless of any expired warranty period.
We hope that this offers some clarity on the situation, and why we are unable to offer free product replacements when the warranty has expired. It is certainly not for lack of interest or customer care; we simply cannot operate on a basis where we pay to replace items for an indefinite period regardless of the manufacturer's warranty period, and cannot imagine how any retailer could survive offering this, particularly in the online marketplace where margins are already very tight.
It may be worth noting (and this may or may not be applicable to you but is simply intended as a helpful note to all reading this), that bleaches and other cleaning compounds can (and often do) degrade plastics at a rapid rate, so would discourage any unnecessary use of products which may degrade plastic pipes in this way.
Kind regards,
LocksOnline.com
Clear website making selection of part…
Clear website making selection of part straightforward. Exactly as described. Did the job perfectly. Good service. Kept up to date. Part came in good time.
14 November 2020
Reply from LocksOnline.com
Thanks for your feedback Robert!
We're delighted to see that everything was to your satisfaction, and we hope to see you shop with us again in the future!
All the best,
LocksOnline.com
Fast and efficient service great…
Fast and efficient service great quality products. Excellent.
12 November 2020
Reply from LocksOnline.com
Thanks for your feedback Mr Swinton!
Great to hear you're happy with the service and products, and we'd love to see you shop with us again in the future :-)
All the best,
LocksOnline.com
Reply from LocksOnline.com
Thanks for your 5-star review Graham :-)
We really appreciate your custom and your rating, and hope to see you shop with again soon.
All the best,
LocksOnline.com
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