Duffells Avis 12

Duffells failed to deliver a next-day order of mechanisms, not once, but repeatedly.
The next day: nothing arrived.
The day after: still nothing.
Even by the third day: nothing.
I was told the items were “lost” and replacements would arrive the next day. They didn’t.
In the end, I had to drive to their branch myself to collect the order after over a week of delay.
No accountability. No urgency. No respect for customers’ time or money.
As a locksmith, I rely on next-day delivery. This company is simply not reliable.

Customer support is non-existent. I bought Duffells own brand TSS Mortice, basically there’s a fault with them, short story!
After complaining, no apology, no help to rectify the issue. I was told a manager would call back, still waiting!
Very disappointed, specially as I’ve spent thousands £ there.

Absolutely amazing customer service would give 10 stars if I could. Thank you so much to all the duffells team

We purchased protected keys through Duffells a number of years ago and only the locksmith assigned to our key is allowed to copy it. Our locksmith has retired and folded his business and Duffells has not reassigned us another locksmith. I am desperate to have keys copied for our home and have been contacting Duffells for a week to beg them to reassign us of send me the keys themselves until they can reassign us. They have done neither. All they have agreed to do is to request a “call back” from their staff- which has not happened! I FEEL LIKE IM BEING HELD HOSTAGE BY DUFFELLS, who refuse to expedite this key situation for us

I have to say i understand that this company is a trade company only so when i phone up the first thing i did was to let him know i wasnt trade, they have a lock on there website that i am struggling to find, Phoned them just to ask if its one they keep in stock an can he tell me a company that deals with them to approach for a price oh my god you would think i was asking where they keep the f~@~@~g crown jewels. he gave me a company of lockshopdirect ? why i have no idea as he says they dont deal with them but they sell similar items ???? FFS - Ok can he check if the part i was after was in stock " NO HE CANT WITHOUT ME BEING TRADE" why the hell not its ridiculous

Brilliant service from Duffells and when an order went missing it was replaced… delivered next day! I’ve had plenty of stock from this supplier and it’s always good quality.

Still no refund 😕 awful company stay way sent my order wrong never turned up at lockers avoid

The order that was supposed to be delivered 3-4 days took 13, and I ended up having to drive to the branch to rectify their mistakes. Firstly, order misplaced and delayed, than locks sent without original keys, then wrong keys sent. 3 mistakes with one order. After my complaint no call back from customer services team…

Stay the hell away from this company and their supposed "security keys" - if this is not a scam, I don't know what is. Incredible that it's considered legal in the UK.
These companies take money from trade customers and supply buildings with keys that no one can cut, except their preferred vendor. Then they won't provide end users with this information, and charge extortionate prices for keys to be cut or make it impossible to duplicate them yourself. Sometimes, like in my case, there's no keycutter available, they won't share any details on why "because of GDPR" (in the UK!) so I can't get a key to my front door. Insane.

Rubbish to non existent customer service. Again, stay away

I tried to order some products online from Duffells and had a few issues so I rang duffells and the staff were brilliant in sorting my queries out and heling me complete my order.
Special mention for Barry Ross who rang me twice

Terrible liars on the Web says its open till 13:00 on Saturday put an order to pickup just because it says its open travel over an hour and then surprise its close even do their schedule says its open .
Update the schedule and write there too
( Hey idio..t..s we are not open on Saturday)
Wasting my time traveling

Leamington spa cv31 3hl
Saturday closed so all will know

Thanks

Poor customer service from management!!
1. After buying stuff worth thousands, yesterday the made a mistake on my order worth about £25 for me to purchase as a customer. Bethany kindly sat on the phone with me to try and get our heads around whats happened for a good 20 minutes and took my complaint further to try and resilve it. Management came back to her to me asking me to brake the parts down and WAIT FOR THEIR COURIER to take them back so they can send the right ones to me. Are you for real???
2. Bought a Union nightlatch that in description was stating it comes with the rim cylinder which it didn't and when questioned I was told that "do you see this code? This means it doesn't come with a rim cylinder." So their stupid code ie mix of letters and numbers superseded the english wording of the description for the product. "Take it or leave it. It's not our fault, it's they guys that oversee the website." 😱😱😱