KRYPTONITEReviews of kryptonitelock.com

My bike was stolen with a registered kryptonite lock with insurance on July 2021. I immediately reported to kryptonite, sending relavant photos, and received confirmation of claim. However I did not hear back. I chased by email and via website in September 2021 and April this year. I have heard nothing. Terrible service.

Filed a claim for my stolen bike on 13th July 2022. File confirmation states "Your claim will be reviewed and you will be contacted by our team within 30 business days. At that time, you will be notified whether your claim has been approved, denied, or whether we require additional information". 49 days later (20th September 2022) I recive an email from a representative stating: "I am very sorry to hear about the theft of your bicycle. I will be processing your claim. I will need the following from you to do a final review of your claim: Official Approved police report" I reply and confirm the Crime Reference Number I received from the Metropolitan Police. After getting no response after a further 6 days I send another email confirming that in the UK, due to Data Protection there is no publically issued police report only the Crime Reference Number. I ask for an indication on when this claim will be closed. 58 days after initial claim still no satisfactory response, customer service or resolution. Avoid using this "insurance" option at all costs especially if you live outside of the US. CLAIM UPDATE (16th October): DAY 62 - I received conformation of payout and request for my payment details. To my recollection there was no mention of being paid based on the base cost of the bike. So despite insuring the bike for £800 I’m now due to receive £666.67. DAY 65 - I ask for confirmation if payment has been made. DAY 67 - Payment not received, nor any communication on when the payment will be made despite payment details being sent 6 days ago and international payments taking a maximum of 5 working days to complete. Despite repeatedly apologising to customers for a poor experience, and 1-star complaints going as far back as 2018, it appears that lessons in the basic standards of customer service still have not been learned - keep customers informed and updated in a clear and timely manner - why has it taken a Trust Pilot review for me to get a response? CLAIM UPDATE (19th October): Payment received 77 days after claim made.

****UPDATE: On Oct 6, Kryptonite said they would send a refund in 7-10 days. It's been more than a month - nothing. I have never seen such bad customer service/outright scam wrapped in the marketing of a reputable company. I can't believe how difficult, frustrating and dishonest this process has been. The Better Business Bureau is frustrated as well; I'm consulting with my corporate attorney.***** I filed a claim when my bike was stolen in July with all of the necessary paperwork, police report, etc. and I've had NO response in three months from Kryptonite. None. I've emailed, filed a claim with the Better Business Bureau -- no response from the company. On the off-chance someone from the company reads this, I am ticket #385105 ... send me the refund for your failed lock and my new bike. My next contact is my state's attorney general. I don't know how else to get your attention. Horrible.

Sent a request ID (#374008) more than 6 months ago about key replacement and have not heard back from them at all! Sent multiple emails requesting status update and absolutely zero response from them!

This product lock is good but the bracket that holds it in the bike is rubbish, broke it after 2 days and customer service is bad.

Ordered a replacement key over two months ago. Haven't received anything and getting no response from customer service. Basically just stole £12 from me Update: they said they would get in touch in their reply below- but no one has got in touch yet. Just want a refund.

It has been 3 months since I requested a set of replacement set keys for my bike lock and I still haven’t gotten it. The customer service is just not answering anymore. This company has to stop doing these false promises about a service that they just cannot keep. Everyone is complaining about the same experience.

Customer service is brutally slow. The lock is great and the idea for providing replacement keys is as well but they do not provide a phone number to call and only do communication through email in order for you to get a replacement key. I've lost my keys with the bike locked up. Which has been unusable during this wait. I sent my initial message 22 days ago. They say to not provide further information or follow up messages or you will be bumped to the back of the queue. My question was finally answered on their end reclarifying some information. Which I replied back to within 20 mins. I have not received a prompt response back. My fear is that I was put back to end of the line. My claim ID is #391066. I thought this would be a quick turnaround but have lost 3+ weeks of use of bike with poor customer service. Likely going to have to get the lock cut off. Very frustrating.