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  Kay C

  Worst Customer service by Emily and Sue Our lock had jammed meaning we could not lock the door making the property unsafe. We contacted the emergency number on the key to be told that someone would call back. No one had called back. We contacted them again to be told by Emily who works in the sales team that the service team is closed so unable to do anything. She then provided us with another number who said we’re able to help. We asked to be put through but at the same time my partner contacted this number to be greeted with an automated message saying they were closed. Emily came back to me and said they were busy so confronted her and confirmed they were closed. She denied this on her side. We asked Emily what we should do and her response on multiple occasions was ‘I don’t know I work in sales’. Surely even the sales team would have some understanding of what to do in these types of situations. We was then told to go back to place where we bought the door but they had told us to contact them direct. She then said to contact a locksmith but was unable to confirm if this would be reinstated. They offered to send an email to the service team but what use would that be as they were closed. Kept getting put on mute by Emily and her response each time was ‘what do you want me to do’. Very very poor service and was eventually passed through to Sue and when sharing my concerns she hung up on me. Absolutely disgusting. My issue of a jammed lock was unresolved. This company really do not care and something is fundamentally not right with the process and trining of colleagues when dealing with simple situations like mine. The ads all about the sales, they sell locks and take your money but have no clue what to do should there be an issue. I really hope you don’t get through to Emily and Sue should you have an issue - they need training!!

  28-02-2023
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  ChaCha Smith

  Terrible, avoid Terrible, avoid. The locks stick. You cannot pull the key out. Lubricanted with graphite and it made no difference, still impossible to pull key out without using pliers. The customer service team make you jump through hoops to get a replacement lock. I had to upload several videos and remove the lock from the door (they were blaming the door) I finally got a replacement lock in the post, reluctantly from Ultion, as they never replied to me. I will sell the replacement lock and have bought a Yale lock. The ultion lock was so bad at times I had to bail and leave the key in the lock while I went out! I will advise our door contractors at work to avoid these locks. Awful.

  29-01-2023
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  Paula Hipkiss

  My lock barrel broke after just 4 years. Always used the graphite etc as recommended etc. I purchased the extra keys from Ultion i was told the lock was covered for 10 years, but when it broke last week the webchat/advisor says its covered for 5 years? I have just had to purchase a new lock at my expense (£75 inc delivery) despite it still being under the 5 year guarantee. If you are buying a lock the customer service is great. Thereafter, in my experience I'm sad to say, quite poor.

  29-01-2023
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  Stephen Farrell

  Had Ultion locks installed in our doors in August 2020. Two years later, one of our keys suddenly stopped operating its lock. Contacted Ultion and after much toeing and froing, they decided that it must be the result of "wear and tear" on the key. We then learned there is only a one-year warranty on the keys, so we would have to purchase a replacement. Reluctantly, we called to purchase a replacement and dealt with the most chaotic of call centres whereby we were close to paying for somebody else's order. We only knew about this because the operative told us the address for the keys we had purchased, which wasn't our address or an address connected to us. We complained to head office about not only the painful service we had received from the call centre but the fact that the key had only lasted two years. The customer service manager blamed the installer of the door, as they apparently should have told us that the keys only have a one-year warranty, rather than apologising for the poor quality of their product. At £19.50 per key, we expected much better. If and when another key fails, we'll be replacing our keys and locks with those from a reputable brand.

  29-11-2022
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  Paul Cherry

  Delivery was good only problem was order was incorrect, rang up told to repurchase lock then reclaim refund, original 3 star lock broke after only 2 years, so not impressed

  29-11-2022
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  Lynne Healey

  Keys ordered Tuesday for next day delivery. Friday and still no news of courier even having them. Have emailed and no reply.

  29-10-2022
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  Mike B

  Lovely staff but overly complicated to order, no one available to speak when you call to order more keys. Call backs for me have been when I'm not available so chasing all the time. Need to come up with a secure online ordering process, its not rocket science. The keys are excessively priced - we need 5 more and I was told it is over £100! Timpsons have an option but it isn't cheaper and they roll their eyes when you mention Ultion due to the ordering process and time. The lock & keys came with the door we ordered so it's a hidden cost/hassle. There's not much point for the average person in having a high level lock if the rest of the house is standard security - a house is only as secure as it's weakest point. Keys are meaty which means they take up more space in your pocket.

  29-09-2022
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  James Thomas

  The locks feel really sturdy and the keys are extra thick and don't feel like they could snap. Really happy with the customer service and the delivery time too

  29-09-2022
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  Michael Hagan

  A simple security upgrade for you home that can make a huge difference.

  29-08-2022
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  Lucas

  29-08-2022