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 b... See more
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Ordering process easy, advice over phone before making the online order was excellent - someone answered the phone quite quickly (no mean feat at this time). Delivery very timely. The product has bee... See more
Company replied
Really helpful staff who responded promptly when I had a pre-order query. Item ordered and arrived within a couple of days. Well packaged and as described. Good quality replacement UPVC handles. F... See more
Company replied
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 de... See more
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
United Kingdom
- 0845 230 02 01
- www.locksonline.co.uk
3.2
Average
404 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Great products and delivered quickly..
Great products and delivered quickly..
Got two locks with key match perfect..
Great to deal with..
June 11, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your review Paul!
Glad to hear everything was to your satisfaction, and we hope to hear from you again in the future should you ever have any further security requirements :-)
All the best
LocksOnline
Efficient Service
Very efficient and lock fits and works perfectly. Quick delivery.
Massive choice and almost every variation covered.
Not the best value as delivery is added to the basic price increasing the difference between them and that company with the same name as a South American river!
May 16, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Mr Kerry,
Thanks for your constructive feedback which we gratefully take on board. And of course, thank you for shopping with us!
We're delighted you were happy with our efficiency and the range we offer. Two of the things we're most certainly very proud of!
With regards to value/price, we do appreciate it's inevitable that sometimes competitors may be able to offer certain items cheaper; and whilst we do always strive to be competitive, we also like to think the service and help we offer makes up for any small price differences that may exist on certain products.
Value over price, we hope! :-)
Best regards,
LocksOnline
Summary of Complaint
Dear Sirs
So, to summarise the issues regarding my recent purchase:-
1 You accept that the information on your website regarding size of cylinder required for the cabinet I bought is incorrect, or at least inadequate, and as a result I have the wrong cylinder.
2 You accept that the construction of the cabinet you sent me is not as advertised on your website and you do not dispute that it is similar to a much cheaper unit which you advertise.
3 You maintain that you are not responsible for the information on your website but you decline to justify this position with respect to consumer legislation or even basic fairness.
4 You continue to advertise the product I purchased including a misleading photograph and inadequate information regarding cylinder size
5 You have not offered any financial compensation or even an apology.
I will have no further dealings with your company as I am thoroughly dissatisfied by what can only be described as very poor customer service. It would be better if you spent more time on quality control and less on composing inaccurate and dismissive responses to valid complaints
Your faithfully
Peter Woods
EDIT
You say you are happy to release our correspondence to anyone who asks, and I hope they do ask. I certainly have no objection.
To simply say you refute my comments without engaging with the detail of them changes nothing.
FURTHER EDIT
I note that apparently you have reported my review for violating Trustpilot guidelines! I will be happy to substantiate each of my points by the evidence of your own emailed statements and look forward to the outcome.
May 11, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Peter,
Many thanks for your review. Unfortunately we must refute these claims once again, and state that we have never accepted nor agreed with any of these comments. When you had previously sent this same list to us via email, we refuted it then too. Yet you continue to say that we agree.
To avoid protracting this issue or repeating ourselves again, we'd be more than willing to grant access to the correspondence we had, for anyone who wants to make their own unbiased determination, with your permission of course.
Kind regards,
LocksOnline
Good customer service.
1 of 2 items sent was faulty. Replacement sent very quickly by excellent customer service. Thanks!
May 11, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for this review - we really appreciate it!
As much as we would ultimately like to avoid any products arriving damaged/faulty, it can happen from time to time, and when it does, we just want to get it resolved as soon as we can - so I'm glad to hear this happened swiftly and efficiently, which is exactly what we aim for.
All the best,
LocksOnline
Reply from LocksOnline.co.uk
Hi Aitken,
Thank you for taking the time to leave us your feedback, we really appreciate it.
Kind regards,
LocksOnline
Very good company to deal with.
Very good company to deal with.
Good, efficient and prompt service, delivering just what was asked.
May 7, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Neil,
Thanks for your feedback, we really appreciate it.
Glad to hear everything was to your satisfaction, and we hope to see you shop with us again in the future.
All the best,
LocksOnline
this is a very helpful company.
this is a very helpful company when I needed a new lock to fit the old door with on work to be done on the door they found one.
May 7, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for the review John!
It's great to hear your feedback as we do genuinely try to do all that we can to help, rather than just sell locks.
We're glad we were able to help find a solution for you, and hope the new lock is serving you well! :-)
All the best,
LocksOnline
All items arrived in good time and were…
All items arrived in good time and were as expected. Good communication from the company regarding confirmation of the order and dispatch. Would recommend.
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your review.
We're glad to hear everything was to your satisfaction, of course this is what we ultimately aim for! Your recommendation is highly appreciated, and we hope to hear from you again in the future for any additional security needs.
All the best,
LocksOnline
Horrible customer service
Horrible customer service - Good’s arrived damaged - company immediately informed, unpleasant conversation with a very hostile member of staff who was immediately defensive.
Will never deal with them again
Interesting to see that all the Posative reviews were all written on the same day ...
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Nicole,
Thank you for providing details to allow us to investigate this matter.
We have listened to the telephone recordings and have to say, we did not hear anything that could be considered hostile from our staff member in either of the recordings. All that was asked of you in the initial phone call was to send us a photo of the damaged item so that we could get a replacement sent out - which you did - and when we called you back and told you we'd liaise with our supplier to replace the damaged part, you explained that in fact you'd already had somebody fit it for you knowing it was damaged and were just eager to get some discount.
It was explained to you very politely and calmly, in the same manner as the previous call, that this isn't our procedure (which was agreed to when buying from us), and we would look to replace the damaged part to resolve your problem.
It was at this point your manner changed, and you began shouting down the phone at my colleague, who in fact remained perfectly calm, mild-mannered and apologetic. My colleague tried to explain that they were not authorised to give you money, only to be labelled as 'very unflexible' despite it genuinely not being within their power to do so. You then proceeded to instruct my colleague not to bother as you weren't interested, and would instead leave us the "most terrible reviews about your company that I can think of". This caused great upset to my colleague, feeling she had done her best to help you and had been made to feel awful for it.
I'm sure this response may not be what you hoped for, but we feel that your review is unfortunately an inaccurate account of what was said and we must offer our side. If you disagree, then with your permission, we can share the telephone conversation here so that everyone can hear the conversation for themselves, removing any possible doubt. Please let us know if we have your permission to do this.
Kind Regards,
LocksOnline
Window locks
Excellent service,, right from my on line chat through to delivery.
The window locks fitted perfectly. I would definitely recommend this company .
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for this glowing review Trevor! :-)
Glad to hear everything was to your satisfaction, and we sincerely appreciate your recommendation. It means a lot!
Best regards,
LocksOnline
Reply from LocksOnline.co.uk
Thank you for your feedback Rozi, we're pleased to hear your lock arrived promptly and was fitted without complications.
Anything else security related that you might need in the future, don't hesitate to give us a call / email :-)
All the best,
LocksOnline
Great service with speedy delivery
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for taking the time to leave us a review Alan!
Fantastic feedback, we really appreciate it.
Warm regards,
LocksOnline
Quick delivery and a quality product at…
Quick delivery and a quality product at reasonable pricing
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your feedback Neil,
Glad to hear everything was to your satisfaction! Anything else security related you might need in the future, we sincerely hope you'll give us a shout!
All the best,
LocksOnline
Excellent service
Excellent service. Front door lock broke during lockdown. Easy to find what I needed on the website and quick delivery.
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your review Mrs McMullan,
We're delighted to hear everything was to your satisfaction, and we sincerely hope that you'll consider us for any future security concerns :-)
All the best,
LocksOnline
Excellent service and delivery in …
Excellent service and delivery in these difficult times. very pleased with order.
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for leaving us a review Susan, it's really appreciated!
We hope you're staying safe in these concerning times!
All the best,
LocksOnline
Excellent service!
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Steve,
Thanks for your feedback :-) Five star ratings of excellence are exactly what we strive for !
All the best!
LocksOnline
I really like the three locks I bought…
I really like the three locks I bought from Locks Online. I chose three locks, two with latches & deadbolts & one simply a deadbolt, all BS3621 compliant & keyed alike. Ordered total of 8 keys. These locks & keys are superbly made, you can tell they’ll have a very long service life. Their positive action, which includes a quarter turn detent, is slick, the tongue boxes immensely strong. Highly recommended as price was good & delivery was swift.
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Mike,
Many thanks for taking the time to leave us such a constructive review; we're delighted to hear how happy you are with the quality of the locks, and indeed our pricing and delivery times - we couldn't ask for more than that!
Best regards,
LocksOnline
Reasonable prices and quick delivery
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your feedback Terence!
Great to hear you were happy with the pricing & delivery times - we hope you'll be back for any future security needs! :-)
Warm regards,
LocksOnline
Perfect service
Looked online and found the lock I was looking for and it arrived within a couple of days
Good quality and perfect for the aplicación
Would not hesitate to return if I have any further requirements
Very Good service
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for taking the time to leave us a review! We appreciate it :-)
It's great to hear you were happy with the lock, and even moreso that you'll be returning to us for any future security jobs - great to hear!
Best regards,
LocksOnline
Good service and good value product.
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for leaving us a review! We really appreciate it.
Anything else you need in the future, we hope you'll give us a shout!
All the best,
LocksOnline
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