We've Got The Key Reviews 1,453

Great experience with initial contact and excellent service from the gent that came out. Definitely recommend

Arrived in good time. Called me en route with updates. Job proved a little tricky but he remained here until job completed.
Excellent. Fully recommend.

Keys of my Mercedes GLE locked in the boot and I needed to take my wife to hospital for treatment the next morning. The RAC put me in touch with them and they arranged a visit for early the next morning. 10 minutes after getting to me car was unlocked and keys recovered with absolutely no drama. Great service.

They over charge! I paid £168 for a locksmith to come out using this company. After ringing around I could have had other companies out for £90. I was told how much it would cost but wasn't given time to consider. They told me it was non refundable and took the payment. They are not willing to refund any of the costs. I panicked because I needed my car. Don't make the same mistake. Get quotes, they will be much cheaper.

I wish I had read Trust Pilot reviews before engaging with this company, but when you can’t move your vehicle, can’t even push it, because of a failure in a steering lock or ignition barrel component, early evening on a Saturday, options are limited. And, when you are referred by a trusted organisation such as the RAC, you have some level of comfort.

To be fair, I was contacted by this firm just over an hour after the RAC referred me to them. The over the phone assessment determined that my issue was due to a steering lock failure, apparently common on VW and Audi vehicles. I was told that a locksmith could attend between 8 and 10 pm that evening, and that they would replace the steering lock, a job estimated to take at least 90 minutes. The quoted cost was £540 (including VAT), I was shocked by the quote but given the RAC referral, the fact it was the weekend, I needed the car early the next morning etc. etc. I felt I had no choice and paid the requested amount.

At about 8:45 pm the locksmith called to say he was still working on a job, he felt he needed another hour and would then travel to us. He said that he could attend the following morning if it was more convenient. It was unlikely that he would have been with us before 10 pm and given we were expecting the job to take 90 minutes or more, we agreed that he would attend the following morning. He was grateful for this as he was “knackered”.

We had to make alternate plans to get my son to an event on the Sunday morning and the locksmith arrived at around 9 am.

When the locksmith inspected the vehicle, he immediately determined that the issue was not with the steering lock, although he was initially unsure what was causing the problem, he said that he would investigate and let us know what the issue was.

After no more than 45 minutes the issue was resolved, the ignition barrel had been removed, cleaned, oiled/greased and refitted.

The fact that the issue had been resolved was obviously good news and the fact that it had taken a maximum of 45 minutes and did not require replacement parts made me think that a refund would be appropriate.

I contacted We’ve Got the Key on the following Monday morning, explained the situation and requested that they consider a refund. They responded the following Wednesday:

“Management has confirmed that it was still the same service, it was just a little quicker than expected as it was the back of the steering lock house which was required to be replaced. The actual barrel itself was not needing to be replaced, but it was the housing around the back of the barrel which was replaced. The locksmith was called and has confirmed all of this that it was the back of the steering lock housing which was required.

We can also see that on site, you thought you were to have keys also made, this unfortunately was not part of the service being sold, it was just the steering lock itself which was sold.

From this, management has advised that the decision still stands as the locksmith still did the work and used the part purchased.”

So, the locksmith that attended told us that the steering lock did not need replacing, this is backed up by the estimate from the firm that it would take at least 90 minutes to replace the steering lock, he was on site for no more than 45 minutes, the comment that we thought that we were to have keys made is nonsense, this was never discussed or expected, and calls into question the notes that were recorded on site.

I responded to the message from We’ve Got the Key questioning their response, and more than a week later I have heard nothing back.

I feel disappointed, and most importantly ripped off. I will be writing to the RAC to question the due diligence they undertake on the partners they choose to work with.

My advice – don’t let the pressure of a situation where you need a locksmith cloud your judgement. Check out the reviews, make some local inquiries and don’t pay until the job is complete to your satisfaction.

* In response to the reply below from We've Got The Key, I would like to add:

Thank you Lewis for your replay which I find condescending and antagonistic, hopefully not deliberately so.

You did confirm that the works were completed by the locksmith in line with what was sold to us, my point is that whatever you have confirmed does not align with what the locksmith told us on the day.

You're comment that I am "unhappy that the locksmith was faster than expected" and this being a "positive outcome" shows a complete lack of understanding of the point I was making. If you are told that a job will take "at least 90 minutes", this means that the job will take a minimum of 90 minutes, if the locksmith attends for less than half this time he can't possibly have done the job that was sold to us.

I'd be happy to speak to the locksmith and question why the feedback to you is so different to what he said on the day.

Locked myself out of a Sunlight motorhome rang the RAC and was put though to them. Cannot rate them high enough from the customer services to the guy who picked the lock. Many thanks once again

River is the Techs name that came out to me. Absolute professional and top customer service. Communication and did the job efficiently. Best person to request for if you get a key made. Hope the management give some recognition to this hardworking dude.

Nabeel

Overpriced for what I had done steering lock went i was told on the phone by sales team who have no qualifications in keysmith telling me I will get a new barrel and keys charged me £480 before the driver would come out, on top of that the warranty they tried to provide me i can't even open to see what the warranty covers brings up a blank page. For a rekey & a new steering lock tops 280+vat when the barrel it's self cost £30 defiantly saw me coming to charge me a premium rate, would want some money back never use again, they will get the job done but at what cost

Very good service, given sufficient notice of arrival time, wasn't late, could track them so you knew when they'd arrive, very quick to unlock the car, price was slightly less than usual because the technician was driving past our house between jobs anyway which was a nice touch, would use again if we lock our keys in the car again!

My key fob got slammed in the door didn't have a spare.
Completely stopped working dent right through the middle.
Called, the guy on the phone was very efficient & helpful.
Being a bmw i needed a specialised locksmiths luckily one was available in my area the next day.
Locksmiths came out today even on a bank holiday and new key programmed in. Very happy with the service I received both on the phone and from the locksmiths who came out!

Reassuring,efficient service all round.
Technician arrived within the hour from initial call and problem solved within 10 minutes.
Reasonable pricing.
Would highly recommend.

DO NOT USE! THE REVIEWS SPEAK YOU HAVE A 12% OF GETTING A SH** SERVICE

REALLY UNPROFESSIONAL. ALSO TELL YOU THEY ARE GOING TO CALL BACK CERTAIN TIMES BUT DON’T YOUR LEFT CHASING THEM! ALSO FAIL TO SEND EMAILS WITHIN TIMES THEY SAY.

Car keys got stolen explained the car had a ghost feature on they said that wouldn’t be an issue and basically sold me the dream. Waited 15 days for them to come out to my car as they was waiting for the key from VW, when the guy came out he couldn’t do it because of the ghost feature which they said they could do on the phone that’s the reason I waited so long as I didn’t want to tow my car to VW with it been Auto didn’t want to damage the gear box. They did hold their hands up and give me a full refund. How ever the person who has come out has caused further damage to the car and now VW are saying I need to get proof that they got the key from vw and you came out. Turned into an absolute nightmare please I advise anyone DO NOT USE THIS COMPANY.

Booked the appointment with Taylor last night, and she was very helpful. Jamie attended my car this morning 13/4/25. And he was very helpful & knowledgeable & quick in sorting out the issue I had … Highly recommended this company …
Martin Wiltshire

Overall a first class service from this company. Bit of concussion re timescales but the locksmith was with me within the hour and I was back in my car and on the road within half an hour of him arriving. Would recommend this company and the locksmith they sent

Contacted on Monday morning as lost keys. Had new set by Wednesday. Complicated as car was in a remote area. Contacted both We’ve Got The Key and the locksmith assigned to my call who were really helpful and kept me updated.

This company is TERRIBLE AND COMPLETELY UNPROFESSIONAL, DO NOT USE . THEY USE CHEAP PARTS THAT ALWAYS FAIL. THEY WILL TELL YOU THAT WARRANTY IS ONLY A YEAR DESPITE CHARGING 100S OF POUNDS. THEY WILL NOT RESPOND TO YOUR ENQUIRIES PROMPTLY. THEY WILL NOT REPLACE THE PRODUCT WHEN IT FAILS......
AVOID AT ALL COSTS.!!!!!!!!!!
Your Consumer rights and how they differ from a warranty and guarantee
The Consumer Rights Act 2015 states that items must be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. You have these rights for six years in England and Wales or five years in Scotland.

Items must be of satisfactory quality and fit for purpose as described and last a reasonable length of time. So, for example, if you have bought a washing machine and it breaks after two years you should still be able to claim. However a consumer is expected to use the appliance reasonably. For example, a washing machine may be expected to be used a few times a week. It will show if it has been used every day twice a day for two years and this may be considered unreasonable and you would not get a repair or replacement.

For an item such as a washing machine, or a car etc., the retailer can take off money for use. This needs to be a reasonable “amount”.

You should familiarise yourself with the Consumer Rights Act 2015 before paying for any warranty being offered.

I needed a key prior to going on holiday. I went with this company as they could come on the Saturday and I would be first call.
After waiting for a few hours I had a call to say I was not on the route so could it be rebooked for Wednesdays which I explained I was away and could not do.
No one could tell me over the weekend about my refund and I have just received a call to advise it could be rebooked with a small discount or I could have a refund minus the deposit. I do not see when I booked a service and explained it had to be on the Saturday why a deposit should be sacrificed when they were not able to meet the agreed slot. I am really unimpressed with this company and it is such a shame as the first two gentleman I spoke to were extremely professional and helpful.

I recently used the services of we’ve got the key!
Initially they were very helpful, whoever, a month later and the key that was made up has stopped working for the car!
I’ve been in contact with them several times and they have not been as helpful as they were when I was paying £295 pounds!
It’s seems that the follow up service is not what they say!

Great service at the time of panic. Located a fantastic locksmith that helped us out
Would definatley recommend their service. Thank you

After a few hiccups in the locksmith getting here, Dan arrived today to help us gain access to our car due to our fob unsyncing with the car, he was very helpful and gained access in no time. He made us our spare key and checked both keys were working and that there were no warning lights on before leaving. He had great customer service and was very helpful in telling us what had caused the issue. Would definitely recommend using this company if you have any issues with car keys etc.