Schlage Reviews 

Schlage customer service is a joke and so is their warranty. The business where I purchased my handles from told me about their lifetime warranty. My handleset on my front door was discontinued so I went with the closest match. I asked for a satin brass finish instead of polished brass. The original rep Mark told me it would not be an issue. He was kind and helpful. When I was switched over to another who would handle my order, she was rude and difficult and refused to change the finish. I am not sure why that would matter since I sent in pics and documentation. I will never purchase their garbage product again. My sister is building a new large home and I told her to go another route. My interior handles were Titan and they replace every door without issue and also changed them to satin brass. They were prompt and professional and I had my hardware within 10 days. SCHLAGE REPLACEMENTS WERE TERRIBLE QUALITY. DO YOURSELF A FAVOR AND RUN!!!!

Schlage keyless entry used to be good. Customer service was great. After buying 3 new ones in which one is already having issues and then an older one quit working and key won't open it I have called and tried messaging Schlage. 2 hours and multiple attempts and no customer service. They may have been bought out or something as it is not the same company quality or customer service. No more Schlage for me.

Will NEVER buy or deal with Schlage again. Had a smart lock installed less than 3 years ago and it does not work with my iPhone. We have spent many times calling Schlage and they cannot get it to function. Obviously, in my opinion, when the company cannot get it to function properly or even know why it is not working properly, you should NEVER deal with them.

We've had Schalge locks for years and years. Each time we needed a replacement, we went back to Schlage because with our first lock, we had excellent customer service....problem resolutions in minutes. Times have changed, and you can no longer speak to anyone. So our broken lock under warranty was not resolved for WEEKS! Yes, they eventually honored their warranty....but the replacement lock was missing parts. I'm to understand it would take at least a week for them to process that request, and we are pretty sure it will be denied because I have no receipt for the replacement lock - which is a requirement to place a claim. The replacement lock is an upgrade - which you would think is a good thing. However, it is requiring more from our wifi than the older lock did. We may have to amp up our internet just to use this new lock! They have made a joke of customer service - which is really too bad, since they once were such a trustworthy company. This will definitely be the last Schlage lock we will have.

Now this review pertains to the Canadian portion of the company.
Had my keyed deadbolt door knob combo for 22 years. Had a problem with the latch throw. Sent pictures and Noah the customer service representative sent me a brand new combo set. They stopped producing my 22year old model. They stood behind their warranty.
Thanks again Noah for taking care of this.
Rob Perry

I have a Schlage smart lock that stops working. I changed out batteries 2 times, called customer service and emailed them and got no response! 2 weeks later they called and asked if it was working yet and I said no!!! At that point he said he would email me some paperwork to fill out to receive a new one and weeks later I still haven’t received a email nor lock!!!! Their customer service is HORRIBLE!!!! This is the last Schlage lock I will buy. Removed the Schlage lock and purchased a KWIKSET….

I have a $250 smart lock in an Airbnb that is stops working in the middle of guests' stays. Their customer service is very difficult to get ahold of, as you need three pictures of the lock before you can even talk to a rep. They text you a support number, but there is no way to reference it when you call back, so you have to start the process all over again. I finally got support to give me an email address so I could send pictures and videos showing the lock not working, but the only reply I received back was a notice that they disabled that email address. This is the last Schlage lock I will buy.

My lock went dead and there is no customer service whatsoever. I have been on the phone for times waiting up to two hours (they said it would take 20 minutes) with no one ever answering. If in PM they put you on hold and there is not even an option to call back. Once I got someone and they had me fill a warranty form. It came back and said they would contact me in 24-48 hours - three days later and no contact. It is the worst customer service I have ever seen. Do not buy Schlage.

I would give them ZERO STARS. They won’t answer their phone and say it’s a ten minute wait. I stayed on hold 3 times for nearly 2 hours each time. No one ever picked up the phone. Why did I wait so long on hold - I continued working.

My keypad deadbolt failed after 5 yrs. Schlage did replace it for free and was helpful. The replacement had a defective part right out of the box, so I switched that part out with one from original lock. But after 2 glitches with this brand I probably wouldn't buy from them again.

Warranty, they will have answer the phone, tried 4 times, each time waiting over 45 minutes. I even completed the auto link they sent and got a case number, but never talked with anyone or got my issue corrected

Schlage Z Wave Plus - batteries worked but lock did not retract. Sent a video and programming code, and had a new one shipped out the next day.

Just EXCELLENT service!!!

Defective products that the manufacturer doesn't want to stand behind. They will take every step necessary to deny their issues. Now that I am finally a homeowner I am dreadfully disappointed in the new quality of Schlage. I will not be buying it ever again.

Great Product for the price.
Satin finish for my front door
My neighbors really like it and told me so.
level handle works well with older people.
Deed bolt makes me much safer
very easy to install,
this was a replcement lock set.

I sent an email to their support line; the Schlage wi-fi adapter for my Schlage smartlock was not very smart, and could not connect to my network.
No response from Schlage two weeks later.
I have over $400 invested in Schlage products, but I cannot unlock my door remotely.
I can see by the other reviews that Schlage customer service is a joke. Unfortunately, I chose Schlage and they won't help me.

My encode keyless lock failed to unlock and we had no way out of first floor but ended up going through our basement after a number of attempts to re set. Put new batteries in, etc. this happened at 2:30. This is now my 3rd attempt to call and I’m now on hold again and no pick up. 3 hours later. I wanted a Baldwin and should’ve gone with my gut. Horrible customer service

StAY AWAY!!
If you ever have trouble with your lock and guess what you will. It’s impossible to ever speak with anyone. They don’t respond to emails and they NEVER pick up the phone. I have remained on hold for over 40 minutes on 3 occasions with no response. Absolute worst customer service I have ever experienced. I will never buy a Schlage lock again.

Smart lock deadbolt issues. Sent email and never received a response. Tried calling twice and hung up after waiting 30 minutes each time, switching to Yale

I had two horrible customer service experiences on the same day in a row just to find out something important about a lock on my door I have from them. I waited on the phone to talk to a customer service agent for help for over a half hour but no agent ever answered. Then, I called another part of customer service for businesses and they did answer. The agent apologized for my long waiting time and said that she'd transfer me to the right department and would hang on to listen to see that I got through. That was very kind of her but she didn't do as she said she would. So, after about another 15 minutes of waiting I hung up. They sure don't seem to care for their customer's questions or concerns unless maybe you're buying in quantity. After those two experiences, it's clear to me that customer satisfaction and customer service isn't important to them. Their customer service stinks.

We ordered a smart lock with handle for a front office door, which arrived defective. Customer support, sent out the wrong replacement (a deadbolt lock) which took 20 days to arrive from the warehouse. Called customer support back and they advised us to just return to the Lowe's where we purchased it in the first place. Took 3 customer service calls and waited 30 minutes each time before speaking with someone with no resolution. So, defective product and ineffective customer service.