Binh H.’s Reviews of The Keyless Locks Store & more

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The Keyless Locks Store

Home Security

“What happen to 100% satisfaction guaranteed?”

8/1/19

Verified purchase

When installing the locks the hex bolt broke. Concerned about quality of the rest of the unit I ask for a return in which they refuse to do so because the y it was not brand new and broken. My reply was it's was broken when I tried to install it. Either way they say they will not issue a refund. I then ask for an exchange and they also declined. Wth? So I ask what is my next option. They said that I can buy another hex housing and take my broken unit to a lock Smith to pay them to remove the old housing? Why would I have to pay to fix something that was shipped broken? Unbelievable! Do not buy shop or do business with this company. Once they receive payment for their pos quality product they will not honor their 100% satisfaction guaranteed commitment. And make you pay for their broken product. So unsatisfied with them. Wish I had never ran across their website when searching for merchandise.

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Sandra W. – The Keyless Locks Store Rep Over a year old

Hi Binh H.,

Thanks for your review. We are so sorry to hear that you had a problem! We really do want you to be happy. Let's see if we can help by clearing up some things.

First, although you purchased the lock from us (The Keyless Locks Store at www.keylessentrylocks.com), it is the manufacturer (LockeyUSA) that you spoke with. They are the ones who provide the warranty support on their product.

We called them just now on your behalf. Here is what they told us:

1. You told them that you broke the hex bolt when trying to install the lock. They said no worries, it is an easy fix. If you have a drill and the right kind of drill bit (reversible or left-handed) you can drill out the broken hex bolt and insert another one which they would send you at no charge. Here is a link on YouTube that shows you how to do this: https://youtu.be/FYvaPbX1sT4

2. They also offered to do this for you at no charge, if you send back to them.

3. They explained that you could also order a new outside lock body or to save money, purchase a used outside lock body at a significantly reduced cost.

4. They said you were not interested in any of these solutions and instead wanted them to send you whole new lock at no charge. They explained that this was not an option because you damaged the lock during installation so they did not feel that this was a manufacturing defect. And therefore, it would not be covered under the Manufacturer's Warranty.

5. They also explained that since the lock was damaged and was no longer in like-new condition, you could no longer return it for a refund. Refunds are only issued for like-new items returned within 30 days. You had to agree to this condition at the time you placed your order for it to be accepted.

All of the above is still true and available to you. So, if you decide you would like to proceed, please call Lockey back at 1-989-317-4032 and ask for Trevor. He will take care of it for you whatever you choose to do.

Does that help? Once again, our apologies for any confusion.

Rebecca