Based on authentic user experiences
Michael Todd
6731 reviews
N/A
5 months ago
Faulty parts Terrible customer service
I ordered one of Yale s smart locks Unfortunately it had a faulty part So I asked to return it for a replacement They sent me a return label but didn t tell me they were sending only part of the lock to replace Thankfully I didn t send the original lock back before the replacement part arrived The replacement part arrived but it was the wrong part I still can t install the lock I tried to get in touch with them to let them know But I didn t get a reply After weeks of waiting for a reply from 2 different of their service departments I gave up I then asked for a refund and to return everything They still didn t respond Finally I a got a reply from one of their departments But they said I had to get help from the other department who told me the opposite They also told me I couldn t return the lock after 14 days which is actually not their policy if the product arrived broken faulty or the wrong item I got both a faulty part AND a wrong part So I m supposed to have the full warranty period So I replied fighting for my right to refund I still have not gotten any reply from their primary service department and no help from the other And what s more I can t return the original lock with the label I have because that was for a replacement warranty return not a full return for a refund And if I want too long to return it I may get charged for keeping it since they sent the replacement BUT THEY WON T RESPOND to process my return So I m stuck in limbo with no help I ve had to report it to my bank to get anywhere This is just nuts I know COVID had made it harder for companies all over But this is just absurd I m done with Yale I DO NOT RECOMMEND YALE LOCKS
Dorian McGhee
6731 reviews
N/A
5 months ago
Poor Customer Service
I ordered the wrong blank key and they refused to exchange for the right one or give me my money back After my phone calls and emails were ignored I called again and a woman named Sandy answered and then hung up on me I had to dispute the charge with my bank to get the money back VERY UNPROFESSIONAL
Mark Albrecht
6731 reviews
N/A
5 months ago
Worst customer service that I ve ever
Worst customer service that I ve ever had I installed one of their locks around a month ago didn t work and I called customer service They walked me through troubleshooting didn t work and they said they d replace it It s four weeks later and I still have nothing I sent them the information they requested numerous times and I still can t get an answer from them I wouldn t recommend buying a Yale electronic lock ever
Shelby B
6731 reviews
N/A
5 months ago
This company could care less about customer service
Have had the lever lock just over a year and until now it worked fine Then a complete shutdown Reset it to factory settings with Yale Support and was told Sorry it s just not going to work anymore New one Over 400 I can t afford another 400 Really So they warranty it for one year then it s Screw You I d look elsewhere if you want something that lasts - and a company that supports you
Richard Land rus
6731 reviews
N/A
5 months ago
Customer support doesn t exist
Customer support doesn t exist Yale locks fail very often I was shocked when I realised that they don t have a call support How can a company 2024 that pumps in marketing money for home safety dont have any sorts of direct support So the moment when your house is not possible to lock then you need instant support not a 1998 ticket email system that takes 5 days before you get a standard have you tried resetting the lock I hope someone who is thinking buying a Yale lock sees this Don t buy The product will fail mine has more or less done so every winter And it always takes weeks for them to address your concern The new branding check up always look into brands support care
Ismael Villalpando
6731 reviews
N/A
5 months ago
the absolute worst customer service
the absolute worst customer service support i ve encountered in a very long time The custoemr service rep went through great effort to make my experiance as diffucult as he possibly can to the point that i confronted him by asking him what pleasure is he getting out of making my experiance so aweful
Mike
6731 reviews
N/A
5 months ago
Don t order direct from Yale Home
Yale use to have a quality reputation I would not order directly from Yale Home ever again I have been waiting for almost two months to receive my order I ve called customer service a few times and they say the products come from Mexico and have to go thru customs yada yada yada They had no way to check on my specific order or tell me when I would receive it Whoever bought the company has trashed it already Worst e-commerce experience I ve every had
Kevin Cheeseman
6731 reviews
N/A
5 months ago
The staff were extremely helpful and friendly
The staff were extremely helpful and friendly knew about the products and resolved my problem which I had created by losing a part Great customer service