KRYPTONITEReviews of kryptonitelock.com

I was a Kryptonite evangelist and had bought many locks from Kryptonite over the years. I have submitted 3 separate help/support requests for three separate issues on three separate locks (one on Aug 25th, 2021 for a stolen bike, and two on Nov 15th 2022 for a defective lock and a key replacement request) and I've received absolutely no responses. I checked just now and the tickets are all still sitting in "open" status. I was convinced that the support platform they're using must not be working, until I found the Trustpilot reviews and realized that my horrible experience with Kryptonite's customer service was not unique. There's no excuse for a ticket to be sitting in "open" status for 1.5 years?! I had forgotten about the request (which seems to be part of their support strategy) until I had to submit my more recent support requests. This definitely must be a foundational organizational issue and I can't see how a company can stay in business treating its customers this way.

[UPDATE 9.01.2023] On Friday 30.12.2022 I received a positive response to my ATPO request. Kryptonite customer service asked me for my bank details to transfer the money for the stolen bike. Since then, 1 1/2 weeks have passed and the money has still not been transferred. [UPDATE 27.12.2022] After I posted the update on 6/12/2022, Kryptonite got back to me. They said that I received the wrong email and now have to wait 30 business days instead of 5-7 for a decision on my ATPO request. It has now been over 30 working days since I first contacted Kryptonite, my ATPO request is still unresolved, I have not received any money and my bike is still stolen. I am very disappointed, I thought the lock insurance was a good cover. I now have to get a lawyer involved to finally get the money back. [UPDATE 6.12.2022] Customer service requested my contact details on 1.12.2022. As of today, 6.12.2022, there has been no further response. Kryptonite has not contacted me. My ATPO request is still unresolved. Unfortunately a few weeks ago my bike was stolen. I reported the theft directly to the police and submitted an ATPO request via the Kryptonite website. I received an automated email response that my request would be processed within the next 5-7 business days and I would be notified if it was accepted or not. After almost two weeks, I still haven't received a response (even though I provided all the required data) so I wrote an email to Kryptonite asking them to process my request in a timely manner - to this day I have not received a response. The ATPO seems like a scam, very disappointing considering that you have to pay extra for it. Unless I receive a response to this, I will hire a lawyer. I would still buy the lock again, but next time I would opt for a proper bike theft insurance!

This company seems to be a favourite of most bike lock sellers. The lock security and most importantly the ability to order new keys. I ordered new keys over a month ago. They caused issues with my credit card. First reversing payment- causing me to contact and ask why (no response to that in 3 weeks) so I just bought an OnGuard Bulldog lock (much better- still secure, cheaper and 5 keys!), thinking they cancelled the order and sold the lock I had. They have subsequently recharged me for my order and I wrote again, this was 17 days ago and still no response. Don’t buy the locks if you envisage a back up of the keys. The low score is well deserved and there are equally good brands out there. I’m looking at being saddled with 5 keys for a lock I don’t own because of a company’s poor management and customer interaction

Bike was stolen over 3 months ago. I have emailed them countless times. I have called them 4 times. The ATPO program is complete scam. They just keep making false promises. No one ever responds. I will be contacting my attorney general.

Update November 11/2022. I have at last received a reply, no doubt due to this review. It is a shame an excellent product is let down by such shoddy customer service, this could have been a very positive review. Update. The automated sorry and we will get back straight away (see all other neg reviews) are just another opportunity to ignore you. Believe me, if you have a problem with Kryptonite products please ensure you have access to an angle grinder, you will get nothing there. Nothing- is there anyone there. Ordered replacement keys-sent wrong ones- tried contacting- ticket all that stuff -nothing. Then got bank message- "merchant did not complete transaction"- I assumed they had realised error and refunded?. Re- ordered and got correct keys. Then was double charged- for correct and wrong ones- all without a word of response to several attempts. Just not good enough - how hard can it be to respond- according to the "award" winning marketing guff- easy - not so. How do I get my money back - no idea. Perhaps best avoided, or maybe not. I like the product but only good if issues are resolved in a fair manner. I could easily edit this review if someone bothered to contact me and put this right.

My bike was stolen almost 2 months ago I've got a police reference number I contact kryptonite so far no no reply contact Halfords so far no help as I bought the padlock from Halfords advises do not buy a Kryptonite padlock because they're not based in England and you cannot make a claim but there's no way to get in touch with kryptonite you just get the runaround from from them I'm still waiting to hear from kryptonite about my claim and my bike stolen

Terrible terrible terrible customer service... well, better to say "non-existant" customer service. The overly priced lock I bought from them is jammed, impossible to move. I have to break a 5-month old lock which costs 80 euros. They never answered my complaint messages. What you get at the end is a huge amount of money that goes out of your pocket, a faulty lock, and no customer service. This company is a scam! I would never buy anything from this awful company and never ever would recommend their products.

Awful customer service - lock seized up while still under warranty, Kryptonite have ignored my support request for two months. Absolutely appalling, the company clearly needs to shake things up in terms of customer service as every public review page for Kryptonite is chock full of 1* reviews for terrible customer service.