The Keyless Locks StoreReviews 382

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

Hi Nick C.,

Thanks for your review. We are so sorry to hear that you are unhappy, but we are also glad to have the chance to clear up some things! Here are the things you noted and some additional facts that you may/may not be aware of that might help:

1.) You said we used your credit card for additional shipping without your permission.

We could not have charged your credit card because we do not have that information. Please recall when you placed your order. You were re-directed to PayPal to enter your credit card information in a “Guest Checkout” transaction. PayPal collected your information, processed it, and updated our system by marking it paid. For security purposes, PayPal does not share your credit card numbers, dates, csv codes, or contact info with us. They only tell us is if payment was cleared. So either you or someone at your company must have made the payment. Clearly, we did not. I think previously it was Lori, so you might check with her.

2.) You said that we sent you a tracking # then notified you a day later that a something was out of stock.

Yes, we did. Here's why: orders are not finalized until payment is received in full. This usually happens at the time an order is placed, but in your case, it took an extra business day to receive full payment and finalize your order due to the weight and number of items. During that time, one of the items you ordered went out of stock before your order was finalized.

Here is how that happened. Your order was over 150 pounds and some of the items were unusually large, so your order had to be handled as an irregular/overweight shipment. (Please recall that there was a message displayed on the Checkout page that explained this. It said that the exact shipping charge could not be determined until all the items and boxes were packed, counted, and weighed.)

The Checkout page also states that the shipping cost displayed is a "best estimate". If it turns out that you are overcharged, we will issue you a refund. If there is an undercharge, we will bill you for the additional amount. Any additional amount will need to be paid before the order will be shipped. It also says that you may cancel your order at any time for a full refund.

The warehouse stocks over a year’s supply of most of the items you ordered. However, the one that went out of stock was a specialty/custom item with a low sales volume so inventory levels are lower than mainstream products. We explained this to you and apologized for it. We told you that the wait would be 1-2 weeks. We gave you a choice of canceling or shipping in a different finish. You chose the different finish. You seemed unhappy with this solution (understandably), so as a goodwill gesture, we refunded you the extra amount charged for shipping in hopes that that would make up for some of the inconvenience.

3.) You said that the shipping seemed very high.

If you are not aware of the size/weight of your order or what it costs to ship items like this, here are the details. You can verify these on UPS.com:

The shipping cost for 5 boxes (with weights of 65.82#, 96.22#, 69.11#, 107.41#, and 90.71#) from zip code 48858 to yours, with signature required for delivery and insurance, comes to $471.07. However, we only charged you $150.10. So we're not sure why you were so unhappy. We think you got a pretty good deal on the shipping!:-)

Hope this additional info helps, but if you have any questions, please let us know.

Hi Eric M.

We are so sorry to hear you had a problem. We checked our records and it looks like the person you talked to did not realize that your package was damaged when it arrived. In that case, we can file a claim and send you another one. Would you please give us a call at your convenience so we can work out the details?

Again, our apologies for the misunderstanding.

Rebecca
Sales/Customer Service
www.KeylessEntryLocks.com
1-888-202-4538 Toll-Free
Mon-Fri 9 am to 4 pm CT (closed holidays)