Advertised vs Delivered
Billing Practices
Customer service
Diversity of Products or Services
Equipment Quality
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Value for money

Update by user May 19, 2017

Kwikset has been aware of this issue for over 2 years and has not taken efforts to improve the returns policy or the warranty.

Original review posted by user May 18, 2017

The former owner changed all the locks on the doors before placing the home on the market. I bought the home.

Two Kwikset Keyed entry levers have broken in the past 2 months since I purchased the home in March 2017. The second malfunction froze in place locking me out of the garage. Even after disassembly, it was a extremely difficult to get the lock to disengage. This also happened at my former home in Atlanta where 4 Kwikset locks malfunctioned.

It is the same part that fails in each instance, the latch itself ceases to recoil into the lock when the lever is turned, locking the door in place. I have 6 locksets that will need to be replaced as this is a safety hazard and a nuisance. I spoke to customer service and was told that the warranty is not transferable. In most instances, locks are placed by the builder or the homeowner just prior to marketing the home.

Kwikset needs to rethink their policy. I was also told that if I had purchased the lock, it would be warranted but a new lock might take 1-2 weeks to ship to me. Keyed entry locks are mission critical. Each time one fails, it must be replaced same day.

Kwikset needs to consider an RTV with the retailer instead for the sake of the customer. Kwikset is an innovative company but has a product defect and replacement policy that needs to be addressed. Also, no mention of the product warranty being "non-transferrable" is made on the outside of the package. This is a violation of the Fair Package Labeling Act and needs correcting, as many contractors and homeowners would consider that when making the purchase.

Efforts to address this with the retailers (Home Depot and Lowes) did not result in any progress. Kwikset customer support was not helpful. When they fail (and they usually do), it will be your responsibility to buy another.

In most cases, you key all locks to one key for convenience and don't want to add new lock styles and additional keys, so you get stuck in the cycle of failure replacement. Strongly suggest that you do not buy Kwikset keyed entry locksets.

Product or Service Mentioned: Kwikset Door Lock.

Reason of review: Bad quality.

Monetary Loss: $198.

Preferred solution: Let the company propose a solution.

I liked: Innovation, Product innovations.

I didn't like: Customer service, Quality, Warranty, Product quality, Misleading warranty information, Impossible return policy, Rude customer service.

Company wrote 0 private or public responses to the review from May 18, 2017.
Do You Have Something To Say ?
Write a review


Terms of Service
Post Comment

You May Also Like