KRYPTONITEReviews of kryptonitelock.com

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.

My kryptonite lock saved my expensive boardman bike from being stolen outside of my work last night. I am still shocked it happed outside the window I was stood by most of the time. The thieves tried to spin and break it with some kind of breaker bar. I found it twisted up and my bike, although slightly lifted off of the ground, was still there thanks to this lock! :)

****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.

I had an old Kryptonite lock I was about to throw away. I had lost one key and mislaid the other at home. Fortunately, clearing out an old rucksack, I found the spare! I started to use it on my bike, but not wanting to have to try and saw the lock off, if I lost the only key. I needed and wanted a spare. So, I used the Kryptonite's online Key Safe Program service. I ordered a replacement key on 27th February 2022, and I received an update email from Donna on 4th April 2022, letting me know they were working on it. It took some time, but I suspect, like me, lots of people lose keys and need replacements? So, it is probably a very busy service? Then, last week (12th September 2022) a strange little padded package dropped through my door. I had not ordered anything recently, so intrigued I checked post mark (a US franked label) and examined it. To my surprise and joy, Kryptonite had sent me two brand new keys that work perfectly, and they did not charge me either. Though it took just over 6 months, the keys work, and they were free. I am a patient guy, so I am happy to give a 5-star review. Thank you, Kryptonite staff and company.

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!

My bike was stole, unfortunately. Immediately reported to the police and applied for ATPO claim. Got an auto response email confirming that they would update me within 5-7 working days after the claim. It has been almost 1 month now. No responses to any of my emails or requests. Very disappointed. Going to hire a lawyer, if they don't respond to my ATPO claim any soon. UPDATE (20.10.22): Today I've received the reimbursement! It took almost 2 months but finally all went well. I can imagine that the customer support is overwhelmed and you need to be patient. Changing my rating to 4 stars. UPDATE (12.10.22): Finally received a confirmation that my ATPO claim was accepted! "We are pleased to inform you that your Claim has been approved." Provided my bank account details for the reimbursement. Let's see how long will it take now until the reimbursement will be payed. Changing my rating to 3 stars. UPDATE (04.10.22): Unbelievable! Still no answer to my claim, follow-up support ticket and multiple requests. Going to hire a lawyer, if they don't respond any soon. UPDATE (28.09.22): Their promises were not kept. Unfortunately, I haven't received any update yet. The previous ticket in zendesk was just closed. I've created a follow-up ticket again. It's really frustrating experience. UPDATE (21.09.22): Later today, I've received a call from the customer service. They were very polite and apologised for not answering to my requests. Apparently they are overloaded with work at the moment. They've promised to get back to me on Monday (26.09.22). UPDATE (21.09.22): 7 days after this review, they have requested additional information on trustpilot. Let's see if this will help and move forward my ATPO claim. UPDATE (20.09.22): They even don't bother to answer to the negative reviews anymore. This is not a serious company! Still no answer to my claim and multiple requests.

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.