Lockpickshop.com Reviews

[GWiens2001]

[quote="thehappythinker"]I ordered a pick set on August 7 (16 days ago). Their site said “available for immediate delivery” at the time. They emailed telling me they’d “notify [me]…by email when it ships.” I never received that email. After six days, I asked for a status update via email and voice mail. I was ignored. I called again days later. I was ignored. Still no word from them 16 days after purchase. On top of that, I used a coupon code, which took a few bucks off. But when I checked my credit card statement, I had been charged full price—very deceptive.

In summary, this is the WORST CUSTOMER SERVICE I’ve experienced in a long, long time. I just did a chargeback with my credit card company. This store is a joke.[/quote]

Where are you located? If you are in another country, customs can slow a package for a long time.

Gordon

[phrygianradar]

[quote="GWiens2001"][quote="thehappythinker"]I ordered a pick set on August 7 (16 days ago). Their site said “available for immediate delivery” at the time. They emailed telling me they’d “notify [me]…by email when it ships.” I never received that email. After six days, I asked for a status update via email and voice mail. I was ignored. I called again days later. I was ignored. Still no word from them 16 days after purchase. On top of that, I used a coupon code, which took a few bucks off. But when I checked my credit card statement, I had been charged full price—very deceptive.

In summary, this is the WORST CUSTOMER SERVICE I’ve experienced in a long, long time. I just did a chargeback with my credit card company. This store is a joke.[/quote]

Where are you located? If you are in another country, customs can slow a package for a long time.

Gordon[/quote]
I am wondering the same thing as Gordon, but more interesting is why would you make your screen name "thehappythinker" and then call lockpickshop.com a joke? With what you had to say I would have gone with, "thecrappystinker" personally. Much more appropriate for your contributions to this forum.

[Red]

I'd like to clear up a few things in regards to your review of Lockpickshop.com. I am very sorry you had a bad experience and I apologize for the inconvenience we caused you. Please permit me to explain what happened, at least what I've been able to piece together.

When I saw your post today I went into our backend as well as our email boxes and checked all of our records in reference to your order #141994 so that I could see what went wrong.

Your order was placed on August 7th. On the morning of August 8th a call was placed to the number you gave on your order form letting you know that we had to hold your order at the warehouse, that it could not ship until you contacted us. That call was made by a woman named Tracey. The reason for the hold was because the billing address you gave was not a match to the address Amex had on file for you.

***In an effort to squash fraudulent orders we NEVER ship orders in cases where the billing address does not match without obtaining ID from a customer. This is very clearly stated during the order process on the customer agreement page.***

You did not reply to the voicemail Tracey left you so your order remained on hold. There would be no status updates from Lockpickshop (to you) because the status of the order would not change until we received ID from you. You did not send ID as requested so the order remained on hold.
Your calls/emails were not ignored. I am sorry but we do not have a record that you ever called our toll-free number at any time. You would have reached a real person had you called from 8am-5pm Monday - Friday and the problem could have been cleared up in a couple of minutes.
We also have no record of a return call to Tracey (in the 978 area code) from you.

On August 27th after getting no response from you for 3 weeks we canceled and credited your order. In fact I took care of that myself.

Is it possible that a call or an email were missed by either one of us? Yes, of course it is. As a backup we list our toll-free number on every page of the site and we pay a staff to answer the phones during business hours to assist our customers. I wish you had called the number.

As far as being charged full price after entering a coupon code - IMPOSSIBLE. If you entered a valid coupon code there is no way that the amount on your receipt and the amount you were actually charged can differ. It is just not possible. Customers are charged the moment they click on the "submit order" button. There is NO way we can change an order amount.
(The guys in the lockpicking101 group can tell you that they've used our coupon codes for the past 10+ years without issue.)

It would seem that your account of what happened and ours are vastly different. I've taken 2 hours to research everything you said and respond to it. This is important to me. YOU are important. We are in business to sell product, to turn a profit like any other business, but not at the expense of our customer service. We have survived for nearly 15 years on the web with only a handful of problems because we care about the quality of our products, our customers and certainly - our reputation. I feel very badly that you didn't get the kit that you wanted. We should have stayed on top of it and called you until we were able to reach you in person. I realize that this is too little, too late but I am truly sorry you had a bad experience and you have my most sincere apologies.

Glynn Gallagher
Locksmith Parts & Supplies, LLC
Lockpickshop.com

[smokingman]

I have purchased from them several times in the last 3-4 months and both service and goods have been great.
I was a little skittish at first because of a security certificate warning that kept popping up, but it seems to
be of no consequence, , good seller.

[airwaffle]

While it looks like lockpickshop does have a generally good reputation, it does seem they let people slip through the cracks every now and then. I have been trying to contact them repeatedly for the past two weeks for a small overcharge issue on order I placed, and did get a single response from Tracey that said sorry about the confusion, but so far they have not reimbursed me.

I have one phone number that was listed with the order, and so far no calls from them, but personally I prefer e-mail for legal purposes, and have tried sending another e-mail through their website instead of replying to their one e-mail they sent. I figure I can wait another week or so before I need to actually dispute this with the CC company, and I will post an update if they respond.

The product is good though, they listed it in stock, and apparently that was wrong, but got a related company (GSREnterprises) to send it to me instead. I appreciate the extra effort they went through to get the item, but so far the follow up for this issue could be better.

[Squelchtone]

While it looks like lockpickshop does have a generally good reputation, it does seem they let people slip through the cracks every now and then. I have been trying to contact them repeatedly for the past two weeks for a small overcharge issue on order I placed, and did get a single response from Tracey that said sorry about the confusion, but so far they have not reimbursed me.

I have one phone number that was listed with the order, and so far no calls from them, but personally I prefer e-mail for legal purposes, and have tried sending another e-mail through their website instead of replying to their one e-mail they sent. I figure I can wait another week or so before I need to actually dispute this with the CC company, and I will post an update if they respond.

The product is good though, they listed it in stock, and apparently that was wrong, but got a related company (GSREnterprises) to send it to me instead. I appreciate the extra effort they went through to get the item, but so far the follow up for this issue could be better.

I feel like opening a CC dispute is pretty much like taking a local contractor to small claims court. Please try to hold off getting down and dirty until it is your last resport. Other than not being on the ball, they have not shown any malice to try and steal your money.

I'm not sure why you are reluctant to actually reply to the email they sent, why make things more difficult by then submitting a new message via the web page submission form? I recommend just replying to their email, you'll still have all your documentation. Or email and call, if this is really over a small fee like $5 or $10 bucks, getting documentation and the like seems a little bit over zealous.

I do wish they would have someone full time to reply to people's emails and phone calls, so we could avoid these threads all together.

Good luck in reaching a resolution,
Squelchtone

[airwaffle]

Completely agree that a CC dispute is a bit much, but after the 5 e-mails I have sent over past two weeks have only gotten the 1 response, I feel like I have honestly given them a chance. Also, as I mentioned, I have sent yet another e-mail, through their online form, and will give them another week to try and reply. I honestly think 3 weeks to resolve this issue is more than fair, and CC dispute limit can vary, but my CC policy is 30 days from purchase (4 weeks).

I am not sure I understand your thoughts on replying to their e-mail yet again, yet not sending mails through the site, when I already have multiple times with no result. That said, I will most likely try another couple mails both via reply to Tracey's email, and via the website. My thoughts are based on their last reply in this thread; I don't want this to be a misunderstanding due to lack of communication, I feel that repeated e-mails would be hard to ignore even by accident.

By documentation I simply mean: Confirmation of the order with the specific itemized prices, shipping confirmation, as well as their own website listing the different prices. I don't think there is anything sinister in archiving mails.

[airwaffle]

Well, I tried something different, and contacted the GSREnterprise guy, who was super friendly, and I asked if he could forward my issue to LockPickShop in case my e-mails were not getting through. He did, and a couple hours later I got a reply from LockPickShop, and while there still seems to be some confusion as to exactly what happened, they are reimbursing the shipping difference.

So not sure what the normal/standard method of communication should be, but everything seems to be working out.