Timpson Reviews 

A simple visit to Timpson’s in Festival Place Basingstoke on 06/05/2026, just to buy some shoe polish. The card machine there was not working properly and I had to insert my card and key in the number. This seemed to annoy the worker and he was dismissive and abrupt. There was no cause for this behaviour and I would strongly suggest that he attends a customer care course, because he clearly has no idea of customer care at all.

I would strongly advise anyone seeking long-term career development to carefully consider their options before joining Timpson.
At the outset of my employment, I was informed that I would receive a full year of structured training under the guidance of an experienced manager, ensuring I was properly equipped with the company’s procedures and standards. However, this commitment was not upheld. After only one month, I was placed in sole charge of a shop without adequate training or support. This decision, as I was told, was due to the recruitment of additional staff and uncertainty within the business regarding their placement.
In addition to concerns around training and support, I also observed pricing practices that I believe customers may find excessive—for example, a key with a minimal production cost being sold at a significantly inflated retail price. Customers may wish to compare with independent providers for better value.
My primary concern, however, is not pricing but the company’s approach to employee training and management. I have initiated legal proceedings regarding these matters, specifically focusing on the failure to provide the agreed level of training and support. Throughout the grievance process, I maintained detailed records and notes of all interactions. While I understand that recording conversations may be against company policy, I have retained comprehensive documentation of events, which I intend to rely upon as part of my case.
I am fully committed to pursuing this matter to ensure accountability and to obtain what I believe is rightfully owed, given the company’s failure to meet its obligations in providing sufficient training and support.

I popped into a Morrisons today, while I was there I noticed a Timpson inside, as my battery was playing up on my van key I thought I would get it changed.
I spoke to a lady / manager called Jess..
she informed me that the battery replacement was 25£ for a lifetime or 20£ for a 12 month.
I wasn’t expecting the price to be so high so I said I’m not paying that much for the battery can I have the key back.
She replied back saying there was no need to be rude.
I explained as a paying customer I’m within my rights to speak my opinion on cost.
I was not rude in any manner and explained that to the lady. Which then replied to me that she does not have to listen to my SHIT, I walked back to her and explained that she should be looking at how she speaks to customers in a public place, as I did that on cctv, another colleague threatened me with security.
Unbelievable.
Working for a company swearing at at customer in front of other colleagues.
Disappointed
Jess manager of the store you should be ashamed.

Will definitely stick to the normal key cutting shops that are family owned and not franchises. They are half the price of what you charge disgusting

Went to get my watch batteries replaced at Timpson Asda through life time gurantee and was told the watch were faulty and not the battery having left the watches for at least 1 hour. Nothing wrong with the watches and didn not want to replace the battery and asked to come back the following week to get the battery repalce. Another similar experince with the sme store last year. Not recomended

No matter what branch of Timpson I go into, or whether about watch straps and batteries, keys or photos the staff are always so friendly and helpful. They go out of their way to find a solution , whatever problem I take to them. I can't recommend them highly enough.

Absolutely shocking experience at Timpson on Hounslow High Street.

I paid £45 for shoe repairs and waited two weeks, only to receive a voicemail saying they couldn’t repair them and had damaged them. That alone was disappointing.

When I went to collect my shoes, I didn’t have the ticket with me. I calmly explained this and offered to provide my name/details (which they take when you drop items off). Instead of helping, the owner immediately became rude, dismissive, and argumentative in front of other customers.

He repeatedly refused to assist, showed zero willingness to verify my details, and then went as far as telling me not to come back to his shop again.

The way he spoke to me was completely unacceptable. I understand businesses have policies, but there is absolutely no excuse for treating a paying customer with that level of disrespect.

After failing to repair the shoes, damaging them, and then behaving like this — it’s honestly unbelievable that this shop promotes itself as “The Quality Service People.”

Avoid this branch if you expect basic customer service or respect.

I needed a spare key cut. The first person cut a key but it didn't fit. When I took it back, the second person said that they had only 5 blanks of the same name as the original, cut one anyway, but that also failed to fit. When I took that back and asked for a refund, that third person demanded my address, and got really stroppy when I told him "13, Sesame Street" and to come back the following day (when, presumably, he wouldn't be "working").

I had attended to this branch on Thursday which I had watched for a replacement of batteries. I had met Mark who was very help and kind. He gave me a time to pick them up on the same day and they were ready when I went at 2 pm. I have used this place many time and the service is outstanding.

Very disappointing experience with Timpson Putney.

I entrusted a valuable Tsovet watch to the store for a repair costing over £100, plus a replacement strap. After the repair, the watch was still faulty and losing time, so I returned it for further inspection. I was then informed that the watch had gone missing while in Timpson’s care and could not be located.

The watch was discontinued, had significant sentimental value, and is not easily replaceable. Although Timpson acknowledged the loss and refunded the repair cost, the compensation offered for the watch itself did not reflect its documented purchase price or current replacement value.

What made the experience even more frustrating was the lack of communication throughout the process. I had to chase repeatedly and make four separate phone calls just to obtain updates on the status of my claim.

I appreciate that mistakes can happen, but losing a customer’s valuable watch and then handling the situation poorly afterwards is extremely disappointing.

RE: If you’re willing, please get in touch with us so we can review this properly and try to put things right - I did this yesterday on your advice and still no resposne!!!

Ant made a very good job of heeling my boots. He was very pleasant and helpful.

Alfie at Timpson's St Clare is an amazing customer service professional. I never go anywhere else

I took my handbag in to the Woking branch. The lovely manager Lee was super helpful & sewed in by hand brand new straps for me @ a competitive affordable price. I was so happy. Would recommend

I needed to get a 'creak' out of one shoe of a good pair I depend on. I went online: YES, Timpson does the work that stops shoes creaking when you walk. In the shop, I queued for 15 minutes, reading all the Timpsons' self-congratulatory posters. Then I spoke to the 20-Something assistant and he looked completely blank. He had never HEARD of that kind of repair to footwear, much less had any training in it.

I went into the Worthing branch in Feb to get photos for a bus pass . Found man who served me - very impatient. I ended up just taking first photo he took . I had to wait 15-20minutes and when I went back, photos were left in machine collection slot !! . I sent photo off for bus pass and it wasn't able to be used - I went back today, 30th April, as got bus pass renewed with old photo. Man instore not very helpful- said nothing to do with them . I feel I wasted money on photos I cant use , they have a white reflection by hairline . I won't be going back to Timpsons, find them unhelpful and it's too much trouble for them to do this service.

These guys are unfailingly fantastic. Me and the Mrs had to use on several occasions and always found service to be friendly and prompt.

Robert extremely helpful with my fittings of two watch strap links it took no longer than 6 minutes to fit them .
Great shop great place to free parking what more can I say.

Keith at the birchwood branch has always been very helpful and courteous in all the years I have been going there, for key cutting, watch batteries,repairs etc
Deserves a recognition from the company .

I have been a regular customer of Timpson for years, getting keys made, shoes repaired, and so on. I have always been extremely satisfied with their customer service, without a doubt. But this time was different.

On 27 April 2026, I experienced threatening and aggressive behaviour from a member of the staff, named Craig. During this incident, the individual verbally threatened me and escalated the situation further by physically grabbing my phone and threatening to throw it on the floor and smash it. He even threatened me again in front of the Sainsbury's security guards who came to intervene.

This conduct amounts to intimidation and attempted damage of personal property, and I consider it completely unacceptable. I found the behaviour deeply distressing and it has raised serious concerns about my safety and the standards of staff conduct within this company. Even more shockingly, the customer support advisor replied that he was powerless to help. It's unbelievable that a company that prides itself on excellent customer service would respond in this way to an employee's violent and abusive behaviour.

I called, and the area development manager, Dan, answered. He told me to go to another Timpson store nearby to have replacement keys made. I went there. The manager of that store, Jonathan, was very helpful and made working keys for me.