Yale Home UK Reviews 

I purchased this lock for my gate and the first unit arrived completely dead — wouldn't even power on. Safe.co.uk refused to simply replace it and instead insisted I go through Yale customer service directly to confirm the fault before they'd act.

After jumping through those hoops, I received a replacement unit. That one is ALSO faulty.

I am now 10 days into this process, still without a working lock, and — most frustratingly — I have a £400 gate with holes professionally cut to fit only this specific lock model. I can't switch to an alternative product. My gate is unsecured.

Yale's customer service is a generic Ai response, all my sent emails have been quite detailed and their response does not acknowledge a single thing mentioned. All I get is please try the factory reset, when I have said multiple times I have tried this already. A JOKE, Overpriced crap that doesn't work.

Excellent service, I was very impressed with the service I received.
Very professional and quick to solve my problem.
Would highly recommend.

Great support from Sean getting a replacement key for my 14yr old son's Safe.

Really quick to respond, very helpful and all sorted.

I appreciated the updates and Sean taking the time personally to ensure everything was done!

I ordered this "smart" safe expecting basic reliability, but Yale delivered a nightmare from start to finish. The product arrived seemingly used and repackaged as new—covered in scratches, signs of wear, and the door literally fell off in my hands when I first opened it. Completely unfit for purpose and deceptively sold.

Service was even worse: 7 days for delivery (advertised 1-2 days), followed by weeks of chasing a refund. They arranged collection via DHL, promised 5-7 days for refund processing, but dragged it out with excuses like "it's with accounts." Support case closed prematurely despite no refund. Only after repeated complaints did they finally process it—over 30 days after purchase.

Yale treats customers like an afterthought. I have zero trust in their products or support—steer clear if you value your time and money.

(Left the same review on their site, but if their marketing team matches their processing and service, it'll be conveniently ‘lost’.)

Friendly customer support by Sean who helped me with my issue with clear guidance and very prompt replies. Very quick resolution

Sean handled by need to a new key so quickly and efficiently when I locked my passports in the safe and could not access them. Very impressed with the service

I needed replacement safe keys. Sean was really helpful, super responsive and very quick. Great service and very good customer experience.

I contacted Yale to enquire about a spare part for my door lock.
Within a a couple of hours ‘Sean’ had resolved my enquiry and arranged for the spare part to be sent out to me. Thus morning I received confirmation that the Isra was in its way. I am extremely impressed with the prompt service and by the Customer Support team’s engagement with me.

Contacted support twice recently and they swiftly helped me with with both hardware issues. Couldn't have been better.

I contacted the customer support team regarding my order for spare keys. I made an error which was entirely my fault but Sean came back to me very quickly and resolved it at no extra charge - amazing service thank you

Excellent customer service. Two screws fell out of our lock and customer services immediately sent two more. Well done!!

Sean was extremely efficient, courteous and resolved my issue completely.

I filled out a web form via the website as I had misplaced the override key to my safe. The next day I was contacted by Sean, who was extremely helpful, and a few days later I received the key and accessed my safe! Excellent customer service - prompt, helpful and friendly which is refreshing. Thank you Sean!

Super fast efficient replacement key service

If I could give 0-stars I would.

What a waste of time and effort 3 times. I bought a new door which came with a new Yale Euro Cylinder.

I enquired about purchasing two additional matching cylinders for other door to key-alike.

All 3 times I've waited "up to seven day" for each reply and it taken days to get answers.

All 3 times I've measured the locks, provided the types and colours etc. The first response was "you timed out please try again". Second response was due to unforeseen circumstances we cannot do that. (What circumstances?)

Now the last time I get told, we can do that but we don't do your model anymore so we will give you two new and replace your current one for free.

So I provide the sizes and colour for a quote to wait days and days again to be told. Nah can't do that till August bye.

Their customer service is so bad its a joke.

I had some issues with the app which Sean helped get round. He's arranged for me to be sent some keys and we had a good discussion via email about them. He's couldn't have been more helpful or nice. So spot on.

Sean was really helpful and responded quickly. Managed to sort out a replacement for a missing screw promptly.

I purchased a YALE HSA APP ENABLED ALARM KIT (ROUND SIREN) through your Amazon shop on 30th April 2026 only to realise during installation that the SMS messaging feature did not work. On contacting Yale support team they (Chris) told me that this feature had been disabled in Jan 2026. As this feature no longer worked I returned the item under the "Not as Described" reason for return. I have been advised that a refund is in progress but this refund will not include the return "tracked" postage cost which was £14. I'm now out of pocket by £14 & it was not my fault that this product was no longer as described, which was misleading. Yale despite their advertising contravening the Trades Description Act are still providing this product through multiple High Street named resellers in addition to Amazon. A warning to other Yale customers, where's my return postage costs Yale? UPDATED - Well thanks Yale for your response but thanks for nothing, no offer to reimburse me for my financial loss!

Sean was brilliant at answering my query very promptly. They were very helpful and polite, both payment and ordering of new keys was super easy. Thank you Sean!