Bad
Based on 121 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Master Lock is an American company that develops padlocks, combination locks, safes and related security products.
Master Lock (masterlock.com) has 121 customer reviews on Folks Told, with an average rating of 1.5 out of 5.
121 approved reviews, newest moderated first
Rory - C.
MasterLock supplies market-leading Key Safes and Locks, each with a lifetime warranty. Very reassuring. I've had to send back a couple of u/s locks and ML have always sent me FOC replacements. Great locks, backed up by good service. Well done!
Consumer
From the beginning, the customer service team have been polite, responsive, professional, and genuinely willing to help. Highest commendation to Ann Stakem on service team she was so helpful and understanding. She explained that they need to analyse the lock to determine the fault, which I completely understand, and throughout the process they have communicated clearly and respectfully. What impressed me most is that nowadays it is becoming increasingly difficult to find companies that truly stand behind their products with honest warranty support and a proper returns process. Many companies simply make things difficult or avoid responsibility altogether. Master Lock, on the other hand, appear to value integrity, customer trust, product quality, and accountability — and that really matters. Even though the issue itself was disappointing, the service experience has restored confidence in the brand. Their team have shown patience, professionalism, and a genuine desire to resolve the matter fairly. Once inspected, the faulty lock was replaced with no quibbles, outstanding service. They also covered my return postage cost. Good customer service is rare these days, but Master Lock’s support team have demonstrated the kind of values customers remember: reliability, fairness, respect, and standing behind the quality of their products. Thank you to the customer service team for your help and professionalism — it genuinely makes a difference." this is ok to post and share with senior mgt and use my name. Please commend Ann. thanks team mark s
Sascha S.
Ich versuche seit mittlerweile 10.11.2025 vergeblich ein Ersatzteil für meinen Tresor zu bekommen. Nach einer anfänglichen Rückmeldung des "Supports" vom 16.01.2026 (!!!) und einer Rückfrage meinerseits ist nun seit 3 Monaten wieder Funkstille. Kein Pieps. Nichts. Ich bin nun dazu übergegangen, an jedem Wochentag via Kontaktformular nach einem Statusupdate zu fragen. Mein subjektiver Eindruck vom Kunden-Support: Desaströs bis nicht vorhanden. Für mich vollkommen unverständlich, wie man auf diese Art ein Unternehmen führen kann.
David C.
I bought a pair two years ago they have rusted up and cannot get the off don't waste your money.
Kostas B.
It is buy and forget, there is no service at all. This isn't by accident, it is by design, their products are disposable and so are you to them.
Yannick N.
Lost access to vault account because my email inbox refused an email. Now their mailbox doesn't send OTP mails. I have repeatedly tried to contact them, but this horrible company straight up refuses to communicate.
rachid
C'est une honte! Vous méritez -5 étoiles. Toujours en attente de réponse du SAV par mail, depuis le 12 février. Vous envoyez bien votre mail de retour que vous avec bien receptio mon mail et que vous alliez alliez y répondre dès que possible. Par téléphone également aucune reponse de votre part ça sonne mais jamais rien . Une honte pour une marque comme vous.
PG
Service après vente inexistant. Les numéros de telephones ne répondent pas, et les emails envoyés restent sans réponse. Le revendeur n'obtient pas de réponse non plus.
