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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
specialist lock
service was excellent with very quick delivery to proceed with the job
May 6, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your feedback Graham!
We really appreciate it, and hope you'll be returning to us in the future for any further projects you might have :-)
All the best,
LocksOnline
Extremely poor customer service
Extremely poor customer service. Only interested in getting your money. Dreadful online shopping experience. Never again!
April 9, 2020
Reply from LocksOnline.co.uk
Hi Mr Batty,
We're sorry to hear you are unhappy with our service. Unfortunately as you have opted to ignore our efforts to understand what issues you experienced and to help resolve the issue, I am afraid there is very little I can do.
If you change your mind and wish to share your order ID with us as requested, then we'd be more than happy to investigate.
Regards,
LocksOnline
Good customer service...
Ordering online was straight forward and lock arrived on time. Due to incorrect information on the lock description, I ended up with the wrong handed lock. The support staff (Fiona) was very polite but initially couldn't see what my issue was. Having read a couple of negative reviews about customer service, I wasn't very hopeful.
However, an exchange of emails along with a picture of the lock I had received highlighted the problem and, to their credit, they acknowledged the error and a replacement lock was dispatched immediately. Thank you.
March 13, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your constructive and fair feedback Bruce!
We're glad to hear our team managed to work with you to get it all sorted and we hope your new locks are serving you well!
Warmest regards,
LocksOnline Support
Reply from LocksOnline.co.uk
Thanks for the review Graham,
We hope the locks serve you well for many years to come!
Warm regards,
LocksOnline
Excellent service
Excellent service, speedy delivery. Would recommend. Thank you.
February 28, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your review and recommendation David! It's really appreciated :-)
All the best!
LocksOnline
first class service
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for the feedback John! :-)
All the best,
LocksOnline
Excellent handles
I fitted these the day they arrived. The website was extremely useful ensuring that these were the correct dimensions to replace the existing handles before ordering. They are robust, work well and very secure. I would thoroughly recommend this company & their products.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for taking the time to leave us a review Richard!
We're delighted to hear everything was to your satisfaction and we sincerely thank you for your high recommendation!
We hope to see you shop with us again soon :-)
Best regards,
LocksOnline
Quick delivery,exactly the right part…
Quick delivery,exactly the right part as described. Fast delivery and great price.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your feedback Michael, it's really appreciated.
Glad everything was to your satisfaction and we hope you'll continue to shop with us in the future :)
Best regards,
LocksOnline
Lock arrived in good time.
Lock arrived in good time even though store was closed over Christmas to new year. Rang them and the lock was dispatched on their first day back at work.
Lock was as described and worked fine. I found the online video useful for measurement from keyhole to edge of lock casing for the particular model that I bought.
I took note that these locks are metric sizes and my old lock was an imperial size. Overall good service.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you so much for the feedback Barry, it's really appreciated!
We hope you'll be shopping with us again in the future :-)
All the best,
LocksOnline
Good descriptions of locks
Good description of lock, and quick supply, just what I wanted.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your kind comments Richard!
Great to hear everything was to your satisfaction and we hope you'll consider us again in the future for any similar requirements.
All the best,
LocksOnline
Reply from LocksOnline.co.uk
Thanks for the kind words Ralph!
Very glad to hear you'd recommend us, and we'd recommend you as a fantastic customer too! :-D
All the best,
LocksOnline
outstanding customer service
The customer service her has been second to none ! When I’ve emailed with questions they have been answered very quickly and thorough with links to exactly what I wanted.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your glowing review Miss Staples!
It's always particularly nice for us to receive feedback on our customer support; we do really pile a lot of our efforts into this in order to assist our customers in making the right choice first time, so recognition of this is really appreciated! Thank you.
Warmest regards,
LocksOnline
Reply from LocksOnline.co.uk
Thanks for taking the time to leave us a review John!
Anything security related that you may need in the future, please don't hesitate to get in touch. We'd love to help!
Kind regards,
LocksOnline
Great s ervice
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for the feedback Harry!
We hope you'll be shopping with us again in the future :-)
All the best,
LocksOnline
Very pleased
Very pleased. Plenty of information on line to help me make the right purchase, and products appear good quality.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for this kind feedback!
We're glad to hear you found everything nice and straight-forward when choosing the best product for your application, and also always grateful for the recognition of quality products - we do genuinely try not to list any products that we don't consider to be of good quality - we'd rather not disappoint anyone or tarnish our own name with sub-par products!
We hope you'll be shopping with us again in the future :-)
All the best,
LocksOnline
Have used locks online several times…
Have used locks online several times now always great service.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for the feedback Jo, and indeed for being a regular customer!
We hope you'll be shopping with us again soon and as always, please do not hesitate to get in touch if you're struggling to source a particular part!
All the best,
LocksOnline
Good stock and efficient
It was hard to find what I wanted until I went to Locksonline, getting the exact replacement fo some door handles. Quick delivery and efficient.
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Tony,
It's great to here we were able to supply such difficult to find handles! Even better to hear our service was quick and efficient - what more could we hope for?!
We hope you'll consider us in the future for any of your home improvement projects - big or small! :-)
All the best,
LocksOnline
easy to order on website and very fast…
easy to order on website and very fast delivery
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your feedback Keith :-)
Great to hear everything was to your satisfaction, and we hope you'll be shopping with us again in the future!
Best regards,
LocksOnline
Great product and service
February 27, 2020
Unprompted review
Reply from LocksOnline.co.uk
Thanks for your comments Chris, glad to hear you were happy with your purchase!
We hope you'll consider us again for future projects :-)
All the best!
LocksOnline
Do not order from this company
Do not order from this company. I had to chase my order when I did receive it Items were missing, why not tell me when I was chasing the order all items cannot be delivered instead you tell via my invoice. Communication & customer service very poor. Ordering system needs updating Items that are not in stocks should not go through.
Refuse to refund my postage considering there lack of communication. STAY AWAY.
February 17, 2020
Unprompted review
Reply from LocksOnline.co.uk
Hi Nadine,
We have reviewed the communication you have had with one of our sales team regarding the issues you have raised.
We would like to take this opportunity to thank you for raising this to our attention and we will look into why you did not receive a notification with an ETA on the back-order items on your order. This is normally done as a matter of due course when processing orders so can only assume that this is a simple case of human error - however we will be checking with all staff that they are not knowingly missing this step as like you, we feel it is very important to relay this information.
By way of an apology for the communication issues, we have issued a further refund for you.
Best regards,
LocksOnline Support
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.