Lock and Latch
Verified5 reviews
Bought a range of items from Lock and Latch to upgrade my timber windows including their Epoxy repair filler and some window seals. I called them for advice and I was impressed that they picked up the phone immediately and were actually real genuine people who gave me sound advice. Products arrived quickly and I'm really happy with my new windows. Thanks Lock and Latch, genuine people and great business. Highly recommend.
Appalling. If I had of known it would take over THREE weeks for some simple rubber seal to arrive (only Sydney to perth), I never would have bothered with Lock and Latch. Still, hasn’t arrived. Upon enquiring I was told “after it’s sent, not our problem” yet, I’ve paid for something, that was never received, and they won’t help. Shocking business ethics. Don’t order anything from lock and latch, you’ll likely not receive it.
Hi Jessica, thank you for taking the time to leave a review. We do need to respectfully address a number of inaccuracies.
Your order was placed on 15th January and was delivered within the 10 business day timeframe outlined in our shipping terms and policy:
external link
While we appreciate that 10 business days can feel like a long time, in worst-case scenarios it can unfortunately take that long to move goods from Sydney to Perth. This is why we make our shipping times clear in our shipping policy and strongly suggest having materials on site before commencing any jobs. Once your order was delivered we sent you a confirmation email and we did not hear back from you after that point. To say that you never received your order is simply not correct.
We take this review extremely seriously and have reviewed all emails between yourself and our staff. What is clear is that you did not understand that we are simply unable to move bulky items quickly. Despite you making threats to our staff, our team remained courteous, professional and customer focused throughout.
At no point did anyone from our team say that once an order is sent it is no longer our problem and we would also never leave a paying customer without their products.
We are sorry that you feel this way about your experience but we do stand firmly behind our service, our team and our ethics.
If you have any further questions or you still believe you never received the product from us please contact us at sales@lockandlatch.com.
I’de like to also address the inaccuracy of your response. I do have an email from staff stating that once it’s left your warehouse, it’s “out of your control” in addition, you mention “bulky items” I ordered some furr trim, barely weighing 300 grams- how is this bulky? I did not receive the product within the specified timeframe, and, it was over three weeks for it to arrive. It was a small package, low weight. After I received the response of “out of your control” and the product still not arriving, I had no faith in what ide paid for, being received.
Bought their Evermend Epoxy products and they are really impressive. Had used another brand in the past but this one is better, I prefer the way it sands. Arrived in the post very quickly.
Thank you so much for your wonderful review. We are so happy to hear you are happy with the Evermend Epoxy Repair products. It is great to know it has won you over from your previous brand and that you are finding it sands so well.
We hope to see you again at Lock and Latch soon.
Great customer service – Very helpful with over the phone advice on product selection. Very happy with quality of products.
Thank you so much for your kind review. We really do enjoy talking to our customers and helping them find the right products. It is very much a part of what we do and what we love about running our business.
items not received refund refused – address is self storage facility, contact is mobile phone no. wish I had noticed that before I ordered. I sent proof that only part of the order was sent (which they actually advised to me ) and part received, and tracked. I asked for refund for items never sent. that was a waste of time. they will however refund items you did not receive if you can send back to them the the items that you never got.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Thank you so much for your wonderful review, Anthony!
We really enjoyed having the opportunity to talk with you and help you find the right products for your timber windows. The photos you sent through of your timber repair show truly stunning workmanship and when this is achieved it really makes our day.
Thank you again for your kind words and for choosing Lock and Latch.