KRYPTONITEReviews of kryptonitelock.com

Kryptonite sell themselves as a trustworthy company, but don't believe it. I've had a warranty request open with them after the lock I purchased fell apart, and I've heard absolutely nothing from them in the month since I opened the ticket. I've tried to follow up multiple times, even contacting them via twitter - it's impossible to get a response of any kind, not even a chatbot. I want to have a human deal with my warranty claim for their expensive lock - is that too much to ask? Incase anyone from Kryptonite does see this... my request is number 403059

I spent a LOT of money to get one of these locks for security and the ATPO. Sadly my new bike was still stolen, and now I am faced with the awful customer experience of not hearing anything back from the company I picked to help me in this exact situation. My claim number is 108900, so please don't copy and paste the generic message for details as you'll have all of my details. I claimed over a month ago and have heard NOTHING. This isn't acceptable and I'd really appreciate it getting resolved ASAP before I escalate further.

Got a problem of key not working after 2 monthes I contacted customer support 3 weeks ago filled the form sent the invoice they never even answer me in any way Today 2 of january still nothing resolved, really disapointed was hoping for help with your message but nope

My bike was stolen. I paid greatly for to Anti-Theft Protection they offering thinking that there is a reliable company behind it. Unfortunately, it seems like a completely scam that misleading the customer in order to gain easy money! It’s almost 3 month since I activated my insurance and nobody as reached out to help (also ignoring my emails)-case 108848. Next step is to escalate this to my law firm in order to stop this fraud immediately.

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.