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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This was the first time of using Locks…
This was the first time of using Locks Online and no troubles at all.
10 April 2022
I received my lock very quickly
I received my lock very quickly, I then rang the company for advice and was put through to a lock smith who help me with my enquiry. Would thoroughly recommend this company.
25 March 2022
Received the item in good time and happy with service
Received the item in good time and with everything present.
I found myself having to replace an existing lock that I am wholefully unfamiliar with.
Customer service was willing to help but as this was time intensive I ended up making educated guesses and was incorrect in one measurement due to a misunderstanding where end points were and that the different options would affect the placement of parts on the end product (the backset measurement for lock size, I measured to the centre of the existing lock but the new part was then offset as a result of the measurent, throwing of the placement and making it incompatible).
Visual aids would be very beneficial here so customers might see what each option actually looks like (mostly for those unfamiliar but also to see how the measurements alter the end product).
I did a search on the descriptions and found examples of what I was looking at, but this wasn't enough to make understand the impact of the backset measurement as described above (and Kaba's own datasheet didn't provide a lot of direct reference to the options listed on the website for useful comparison).
Luckily I was able to re-use these parts on the existing lock as the point of failure was with the main unit itself, but this could be a biggger problem for someone else in a different siutation.
3 March 2022
Quick Service.
Ordered up four barrels keyed alike, two euro and two rim latch. They were delivered within 5 days and the product is very good quality.
25 February 2022
Unprompted review
Great service and delivery.
8 February 2022
I couldn't be happier
I couldn't be happier - I emailed the company with a bad photo of the lock I needed to replace, they answered back with the exact parts I needed, I ordered them, they arrived the next day and I swapped it out in a few minutes with literally a screwdriver and nothing else. Honestly what more could you ask for! Thank you Darrel!
7 February 2022
Excellent customer service
Excellent customer service. Speedy response to queries. Very easy to do business with.
I can’t recommend them highly enough.
31 January 2022
New lock
Great service and price ordered a multi point door lock to replace existing lock paid for express delivery only 4 stars due to lock finish new lock was steel colour original was plate and had a gold look sure there is a reason but I missed it in the product description. Still will check Locksonline first in future
19 January 2022
Unprompted review
Impeccable service
Impeccable service. Ordered a glass shelf over a weekend, product delivered on Monday morning bright and early.
They only charged a few quid for delivery, too, in stark contrast to other companies charging 50 quid for delivery, despite the cost of the glass shelf only being 12 quid!
10 January 2022
Unprompted review
Reply from LocksOnline.co.uk
Thank you for your review Mrs K!
We really do appreciate you taking the time to review our service, and we're delighted to hear that you're happy with your purchase.
We hope you'll consider us again in the future for any security or home improvement projects! :-)
Best regards,
The LocksOnline Team
Exactly the latch match I required
Exactly the latch match I required. Pity the express delivery didn't quite live up to its title
10 December 2021
Reply from LocksOnline.co.uk
Thanks for taking the time to leave us a review Michael!
We're very sorry to hear the express delivery didn't quite meet expectations, this unfortunately does happen from time to time, particularly with couriers struggling at the moment, but we're delighted that the latch matched up perfectly, and of course to receive your 4 star rating! We hope we'll be able to show you our speedy service without any hiccups next time!
Best regards,
The LocksOnline Team
Reply from LocksOnline.co.uk
Thanks for your kind words David!
We really appreciate you going out of your way to leave us a review, and would love to see you shop with us again in the future.
All the best!
The LocksOnline Team
Reply from LocksOnline.co.uk
Thank you for your review Glenn!
We're grateful to you for taking the time to leave us your feedback and hope you'll shop with us again in the future!
All the best,
The LocksOnline Team
Very good website
Very good website, can fulfil more unique requirements like outward opening yale lock. Delivery very good. Slight delay in processing as person required to modify lock was out one day.
29 November 2021
Reply from LocksOnline.co.uk
Thanks for your review Robert!
We appreciate you taking the time to give us some feedback and hope you'll return to us for any future security needs! :-)
All the best,
The LocksOnline Team
No Communication
I placed an order for items that showed as in stock and almost a month later nothing turned up and there has been no communication to say items are delayed. Very poor customer service and website obviously allows you to order items that are not in stock.
16 August 2021
Unprompted review
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
lost money when need to return product
Ordered some shutters costs me 200+ and my customer cancelled that job. Asked for return and
25% restocking charge and i have to pay for delivery too. i just lost money working with them and much more than expected. Avoid it and buy from normal shops who has respect to customers. I hope government will organise rules for online shopping and that type of companies will be closed.
24 June 2021
Unprompted review
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
THESE COWBOYS ARE STILL LIVING UP TO MY FIRST REVIEW BE WARNED DO NOT DEAL WITH THESE JOKERS
PLEASE BEWARE WHEN BUYING FROM THIS COMPANY CUSTOMER CARE DOES NOT EXIST
I contacted locks-on-line to order 7 locks, 3 of them to be opened by the same key, I also asked them to price match a price I got on line, they said they could not match it. I eventually ordered through them re their website etc seemed really good, (big mistake). I had to chase up my order several times, which eventually arrived nearly 3 weeks late, no apologies nothing. When I went to fit the locks, one of the matched locks, was not matched, was the wrong size and the lock plate/keeper were made out of brass instead of satin stainless. I contacted Lesley immediately to let her know of the issues, on three separate calls over two days as the issues were identified. She promised me that it would be sorted ASAP, after I had spent £9 on the chargeable call line, beware!
Long story short, I had to phone Lesley today for the third time as she never called me back, (any of the days she said she would), and left a message to please call me back, which she did, to inform me that it would be a month in total since I contacted her to replace said locks. A Joke, totally unacceptable, absolutely no customer service, they couldn’t spell the words, YOU HAVE BEEN WARNED TAKE YOUR BUSINESS TO A REPUTABLE COMPANY THAT CARES, AS LOCKSONLINE.CO.UK DO NOT. I WILL UPDATE THIS HONEST FEED BACK WHEN I RECEIVE THE CORRECT ORDER!
9 June 2021
Unprompted review
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
They wait 24hrs before processing the…
They wait 24hrs before processing the order, then charge £6 for postage, which does not mention it is 2nd Class Royal Mail, with no Tracking. All which means an order on a Monday, still not arrived by COB Friday. I won’t be using again (poor delivery of goods on last order too).
7 May 2021
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
Poor service, expensive and slow
Very slow in delivering items, when called kept saying being sent out today which was clearly a lie.
Some items never turned up, months later I had to call them again for a refund.
Avoid, exceptionally poor service and not cheap
15 April 2021
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
Reply from LocksOnline.co.uk
This is a semi-automated response to your review.
Having been informed of a class action lawsuit against TrustPilot in America for deceptive business practices, LocksOnline as a company are unable to continue to support TrustPilot on moral grounds and feel we must distance ourselves from this platform.
If your review is of a positive nature then please allow us to thank you. If you would like to extend any comments to us directly we would love to hear from you.
If your review is of a negative nature then please accept our apologies for any issues, and we encourage you to contact us directly so that we can try to resolve any issues you are concerned about.
As we no longer support TrustPilot we have ceased all invitations to our customers to review our service on this platform. We have not taken this decision lightly as our Trust Score at the time of making this decision was 4.8 out of a possible 5. We understand that inevitably customers who may be frustrated for any reason will be more likely to leave their thoughts here than our many thousands of happy customers, which will inevitably cause a rapid downgrading of this score.
For those who may be reading these reviews to establish an understanding of trustworthiness, we on average process a couple of hundred orders per day, and have been trading for over 22 years online. Our overall calculation of annual reviews on this platform saw just 2 negative reviews per 10,000 orders. We feel our business has a proven history of trust, and encourage you to reach out to us with any questions you may have.
Best regards,
LocksOnline
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