ComplaintsforKryptonite Lock
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Complaint Details
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Initial Complaint
01/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
on 15.12.2021 I submitted ticket ****** to kryptonite as follows: "Hello there, I bought on 6.11.2021 one of your D-lock "original keeper" std.Today I lost one of the two keys provided, and I cannot retrieve the other one either.In my understanding, as per the leaflet in the original box, I can request a free pair of key replacements (ref SS67354).If that option/contract clause is still applicable, what should I do?Regards".....Few moments later (ref 15/12/2021 19:05) I received the following msg from them:"Valued Customer,Thank you for contacting **********************. Your ticket (#******) has been received. Please be advised that we are currently experiencing a high volume of requests and are working as quickly as possible to get through the backlog. We appreciate your patience and understanding.Please note that if you reply to a ticket that was already submitted, the system will look at that as a new ticket and move it to the back of the queue. With that, please refrain from submitting tickets to check on the status of your request.Thank you for contacting Kryptonite.To add additional comments, reply to this email or follow the link below:http://kryptonite.zendesk.com/hc/requests/******"Over a month later, I was not contacted or given the free lock key replacements as advertised by kriptonite on the original packaging or in their leaflet included in it, and both have contractual bound.The lock was purchased in a irish bike store (Halfords), and naturally the lost key replacement policy needs to be fulfilled by kriptonite as manufacturer and as advertised by them.What I simply require is to receive the advertised free replacement keys for my bike lock. Given the delays due to covid, in more than a month there is plenty of time for kryptnite to email me, and provide instructions or to request details (purchase ticket, et cetera)."Better Business Bureau" team, if you need further information feel more than welcome to request them to me.Business response
01/24/2022
We have replied to your ticket and entered your key order today. We are experiencing delays, but will ship your keys as soon as we are able.
Thank you for your patience.
Customer response
01/24/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The complaint can be closed when I will get the free replacement lock keys. Those are the actual matter of the complaint. Simply reply "sorry, we will do it" after 5 weeks I contacted kryptonite is not even close to be defined as the solution of the issue.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Francesco
Business response
01/25/2022
We are working on getting the keys cut and sent out to you. We hope to have them sent by the end of the week.Initial Complaint
11/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I purchased kryptonite New York Lock with anti theft protection offer and my bike was stolen a week ago. I have got all pictures, including cut /damaged lock and ********************* case number. I submitted my claim a week ago. Claim number 108219.It has been more than a week now and they have not come back to me. Then I raised three tickets requesting an update about my claim but again no response at all.Ticket Numbers :****** / ****** /****** I also tried to reach them by phone lots of times from ************* but no answer at all.Business response
11/30/2021
I have replied to one of your emails yesterday. We will do our best to review your Claim as soon as we are able. We appreciate your patience.
Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In April of 2021 I purchased two Kryptonite locks, an Evolution series 4 **** Integrated Chain, and a Keeper 810 Fold. I paid the extra fee to register them for anti-theft protection. Registration #s ************* and *************. My bike was stolen in July and I submitted a claim. The claim # is: ******. The auto email response was to contact Kryptonite at ************************** once the primary insurance had paid ** in order to claim the deductible. I contacted this email on 9/1/21 and again on 9/21.21. I have received no response.I have since purchased replacement Kryptonite locks, and I hope I have not wasted my money by registering them for theft protection.Thanks for your help,****
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Customer Complaints Summary
24 total complaints in the last 3 years.
9 complaints closed in the last 12 months.