yalehome.com Reviews 9

I contacted them during their stated service hours via WhatsApp and it took 4 to 5 damn hours just to get a useless reply. No help, no solution, no explanation, just a lazy push to buy their latest model as a “replacement,” even though mine is barely TWO YEARS OLD.

I asked for an on-site service check because it’s clearly still under warranty, yet the clueless support staff kept insisting it wasn’t, despite their own policy saying two years. I literally had to explain their own warranty terms to them, and only after I spelt it out did they suddenly “realise” I was right. Are you kidding me?

Then I requested to speak to someone who actually knows what they’re doing, and was told it’ll take TWO WEEKS just to get an update. What kind of joke operation are you running? This is beyond incompetent, it’s downright disgraceful.

Useless, untrained, slow, and completely uninterested in helping customers. Stop outsourcing to indians.. I’ve had enough. Fix this or I’ll make sure everyone knows just how worthless your so-called “support” really is.

Yale use to have a quality reputation. I would not order directly from Yale Home ever again. I have been waiting for almost two months to receive my order. I've called customer service a few times and they say the products come from Mexico and have to go thru customs yada yada yada. They had no way to check on my specific order or tell me when I would receive it. Whoever bought the company has trashed it already. Worst e-commerce experience I've every had.

The staff were extremely helpful and friendly, knew about the products and resolved my problem, which I had created by losing a part.
Great customer service

the absolute worst customer service support i've encountered in a very long time. The custoemr service rep went through great effort to make my experiance as diffucult as he possibly can to the point that i confronted him by asking him what pleasure is he getting out of making my experiance so aweful.....

Customer support doesn’t exist!
Yale locks fail very often. I was shocked when I realised that they don’t have a call support. How can a company 2024 that pumps in marketing money for home safety, dont have any sorts of direct support?

So the moment when your house is not possible to lock, then you need instant support, not a 1998 ticket email system that takes 5 days before you get a standard “ have you tried resetting the lock”

I hope someone who is thinking buying a Yale lock sees this.

Don’t buy! The product will fail, mine has more or less done so every winter. And it always takes weeks for them to address your concern.

The new branding check up: always look into brands support care

Have had the lever lock just over a year and until now it worked fine. Then, a complete shutdown. Reset it to factory settings with Yale Support and was told "Sorry, it's just not going to work anymore." New one? Over $400. I can't afford another $400.
Really?! So they warranty it for one year then it's Screw You. I'd look elsewhere if you want something that lasts - and a company that supports you.

Worst customer service that I’ve ever had. I installed one of their locks around a month ago, didn’t work and I called customer service. They walked me through troubleshooting, didn’t work and they said they’d replace it. It’s four weeks later and I still have nothing. I sent them the information they requested numerous times and I still can’t get an answer from them. I wouldn’t recommend buying a Yale electronic lock ever.

I ordered the wrong blank key and they refused to exchange for the right one, or give me my money back. After my phone calls and emails were ignored, I called again and a woman named Sandy answered and then hung up on me! I had to dispute the charge with my bank to get the money back. VERY UNPROFESSIONAL!

I ordered one of Yale’s smart locks. Unfortunately, it had a faulty part. So I asked to return it for a replacement. They sent me a return label but didn’t tell me they were sending only part of the lock to replace. Thankfully, I didn’t send the original lock back before the replacement part arrived.

The replacement part arrived, but it was the wrong part. I still can’t install the lock. I tried to get in touch with them to let them know. But I didn’t get a reply.

After weeks of waiting for a reply from 2 different of their service departments, I gave up. I then asked for a refund and to return everything. They still didn’t respond…

Finally, I a got a reply from one of their departments. But they said I had to get help from the other department, who told me the opposite. They also told me I couldn’t return the lock after 14 days, which is actually not their policy if the product arrived broken, faulty, or the wrong item. I got both a faulty part AND a wrong part. So I’m supposed to have the full warranty period. So I replied, fighting for my right to refund.

I still have not gotten any reply from their primary service department and no help from the other. And what’s more…I can’t return the original lock with the label I have because that was for a replacement/warranty return, not a full return for a refund. And if I want too long to return it, I may get charged for keeping it since they sent the replacement. BUT THEY WON’T RESPOND to process my return!

So I’m stuck in limbo with no help. I’ve had to report it to my bank to get anywhere. This is just nuts. I know COVID had made it harder for companies all over. But this is just absurd. I’m done with Yale.

I DO NOT RECOMMEND YALE LOCKS!