SchlageReviews of schlage.com

I have purchased a few Schlage “smart” locks over the past couple years and today my most recent, a SmartSense lock only 6 months old jammed up (mechanically) and the thumbturn doesn’t move. I’m done with these expensive locks and replacing them every 6 - 14 months. The firmware has never been able to update successfully, despite my bringing my router outside to the gate on a 100ft Ethernet cable. I will say this most recent lock had the best app interface of any of them (which is still pretty bad)

I purchased a Schlage lock set from Amazon. It broke during installation, but Amazon did not offer an option for replacement or refund. I had to go directly to Schlage. The process wasn't exceedingly bad, but it was by no means easy. Here's the kicker - they required the broken lock to be returned to them AT MY EXPENSE! That's my definition of poor customer service.

Bought a Schlage handle and deadbolt from a local locksmith (brick and mortar store). They have been in business for 45+ years and sell Schlage, have displays, etc. The reputable door installer did his best to make the deadbolt tight in the handle. It wiggles when locking and unlocking. He tried and we tried with advice from Schlage, but to no avail. Schlage told us there is no warranty because we did not buy it from a recognized dealer, in other words, a big box store. If someone sells your products for that amount of time and you are willing to supply them, stand by your warranty. Which was included with the handle and deadbolt ! Never ever a Schlage, again !

We've had Schalge locks for years and years. Each time we needed a replacement, we went back to Schlage because with our first lock, we had excellent customer service....problem resolutions in minutes. Times have changed, and you can no longer speak to anyone. So our broken lock under warranty was not resolved for WEEKS! Yes, they eventually honored their warranty....but the replacement lock was missing parts. I'm to understand it would take at least a week for them to process that request, and we are pretty sure it will be denied because I have no receipt for the replacement lock - which is a requirement to place a claim. The replacement lock is an upgrade - which you would think is a good thing. However, it is requiring more from our wifi than the older lock did. We may have to amp up our internet just to use this new lock! They have made a joke of customer service - which is really too bad, since they once were such a trustworthy company. This will definitely be the last Schlage lock we will have.