IFaulty Bathroom Door Lock Trapped My Family Member – Company Refused Responsibility am extremely disappointed with this…
I am extremely disappointed with this company and would strongly advise others to think twice before purchasing from them.
Only a few months ago, I paid £350 for a bathroom door. Recently, the lock completely failed and one of my family members became trapped inside the bathroom. We were unable to open the door from the outside, which created a very dangerous and highly stressful situation. We had no choice but to make an emergency call-out and I had to pay £150 for a repair technician to resolve the issue.
I contacted the company immediately, explained the seriousness of the situation, and requested reimbursement for the £150 emergency fee as well as a replacement door. Their response was shocking. They stated that the 30-day period had passed and therefore they take no responsibility. They refused to replace the door and refused to cover the emergency repair cost.
Considering this door was purchased only a few months ago for £350, it is unacceptable that a basic lock mechanism failed in such a dangerous way. The only “solution” they offered was that I could pay an additional £250 for them to install a new door. This is not customer service — this is avoiding responsibility.
This situation put my family at risk and caused unnecessary stress. A bathroom lock failure that traps someone inside is a serious safety issue, not a minor inconvenience.
I will be pursuing legal action to protect my rights. I cannot recommend this company to anyone. Please consider carefully before buying from them.
Antwoord van Thedoorcompanyuk
Thank you for your feedback.
We would note that we previously replaced a lock for you while it was in the guarantee period (December 2025). When we arrived to replace this lock, you had noted that it was faulty. The lock was in fact forcibly damaged and there was no faulty lock issue at all. I also understand that your house is a House in Multiple Occupation, offering accommodation to several people.
We cannot come and replace doors and locks that have been forcibly or maliciously damaged and even if we did come to replace there will again be a cost because you are out of the guarantee period that we offer as a company.
As stated in our communications, you were unfortunately outside the guarantee period; therefore, replacing the door will incur a cost. We highlight our guarantee period clearly in the terms and conditions sent when you book with us.