Hartford Safe & Lock Inc.

Review: This merchant refused to stand behind their product, in this case, copies of keys which did not work. I explained upon my first visit that I was having problems obtaining working duplicate keys for 6 new locks (all keyed the same), which had just been installed. I was assured their machines were the best and there would be no problem. Further if there was a problem, it was the lock. At that time, I was not made aware that should the keys not work, I would not be able to get a refund, (as every other merchant I tried up to that point had gladly afforded). None of the three duplicate keys worked in the locks, so I attempted to return them (with my receipt) to get a refund and explained it was not the lock, as I had fnally been able to obtain a working duplicate from another merchant. Hartford Safe & Lock refused to refund the purchase price of the keys and simply tried to re-adjust the same keys, which still did not work. Their offered solution was to "bring in the lock". Obviously, removing 6 newly installed locks to bring into their shop was not practical, especially when there was proven evidence the problem was with the keys. While not a lot of money is involved, I was so offended by this merchant's attitude and demeanor during my visit seeking the refund, I felt strongly about notifying this bureau of their business practices.Desired Settlement: I would like a refund of the $7.98 spent on the defective keys.

Business

Response:

We always tell the customer that we will do all we can to have the keys work. I told her that her keys were very worn and if they don't work bring in the lock and we will see why they don't work. She is lying when she said that we said that we would refund her money if they don't work. I personally told her that her lock might be the problem after she said no one could cut her keys. We do have the very best key machines in the business and they are adjusted every week. This is why we get so many customers. Have her bring in the lock and I will show her why the keys don't work. It is ridiculous that this complaint was even taken seriously. We have nothing but compliments every week.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There are many untruths proffered. For just one example, the statement “I told her that her keys were very worn…”. From the very first, I advised this merchant that the original key I brought into to be copied was BRAND NEW for new locks just installed a few days prior to my visit. The key was most definitely not “very worn”. I also indicated the key was for SIX locks, all keyed the same. Obviously, it was not at all practical to uninstall six locks and bring them into the store. The proven resolution to the problem was to use the proper blank to make the duplicate key. The original key brought in was a Baldwin key and when it was copied using a Baldwin key blank, (interestingly, by the very home improvement chain this merchant advised had far inferior skills), the key copies worked perfectly in the locks. I would have expected such an “excellent and experienced” key maker to know to use the proper blank. In any case, this seems to be a futile exercise in “he said-she said”. I find it very telling that this merchant is not even a member of the Revdex.com. No matter who is “right” the product didn’t do the job. It seems poor business practice to lose a customer, and potentially others due to bad word of mouth, over such a small amount of money. Individual consumers can make their own decisions on the integrity of this merchant.

Sincerely,