Brisant Secure Reviews 82

The reason for giving 1 star review is simple. I was order a expensive lock from their website but wasn`t happy with the quality . For the price i was expecting better quality but that isn`t a problem. I contact with them and let them know that i want to return it for a full refund, AND then the issue start. They answer was that they will cut 10% of the price for refunt fees. I let them know that isn`t a good idea becaouse there is rools that says customer can return the package that he orger within 30 days for a full return. I undestand that due my opinion that i don`t like the quality is my responsibility to pay for delivery fees and that is . So i pay return fees from my pocket and they say that once they have the package back will check it and refund me full amount. Two week later they have the package and start with im not sure how even i can say it "their politics" maybe?! . They say that the package have scratches and will cut me 15% of the item price . Funny think how i pay delivery and they still cut 15%. The lock was never uset never installed was returned if perfect condition and still try to scam me with 15% cut. Another funny think that they dont have a REFUND terms on their website. It is probably to late for me to get my money back, JUST WANNA WARN YOU ABOUT THIS COMPANY THEY SCAM PEOPLE WHO WANT REFUND. Be prepare if not like someting to pay at least 15% of your pocket. You will not gonna see this on their website. THANKS

Brilliant customer service, keys I ordered were what was delivered Very people oriented company with excellent communication through your the passage of my order from initial order to after delivery.very happy customer

I made an online enquiry to Brisant to order a replacement key for an Ultion lock. An agent rang me the following day at the arranged time to take the required details. I was kept informed of delivery & it came as promised. I’m very happy with the service they provided & the replacement key works fine. Satisfied customer.

Brisant provide locks and keys for ultion and are sooooo good. If you have an issue they resolve it straight away . We had some extra keys made late last year but unfortunately one of them has started to snap . We contacted Brisant all they asked us to do was send an e-mail with a picture of the key and key code and delivery address andcwithin hours of us doing this our new key was on it's way to us free of charge. You cannot ask for better service then that . I would highly recommend this company for locks and keys .

Awful customer service, even when the product is faulty they make you jump through hoops to get a replacement even though i took the time to register the product and guarantee, i was told this is not traceable and no use to them!
Stay clear of inferior products and awful customer service, thank god i still had my YALE lock otherwise i would have an uopen house.

My lock broke. I contacted Brisant about a replacement. The customer service was brilliant.
I had a New lock in my hand within two days.
Fantastic service.

Whoever is writing these reviews about the levels of professional and efficient service from Brisant Secure is lying.

I have had one of their locks - Ultion Smart lock since October and both the lock and the service provided from Brisant are abysmal, at best.

Today (after months of the lock not working as sold) I was locked out of my home and unable to get in, with my OAP mother stuck inside unable to unlock the door.

I have spoken to several Brisant employees, who clearly need better customer service training (that is, if they received any at all).

Presently, I am stuck in my home due to the door being locked and the lock being inoperable and James from tech support just speaking to me in a condescending manner as if I am an idiot and not a vulnerable woman stuck in her home.

The Ultion Smart lock costs way too much money for it to impact my health and safety and for me to be spoken to in the manner that I have.

Excellent customer service by Tracey Baird, Received new replacement lock today, Thanks for your help. extremely fast & efficient level of service

Great no quibble customer service, we had a problem with the keys and barrel. Tracy Baird was very helpful, talking me through how to remove the barrel. New barrel and keys arrived before 10:30 the next morning at no cost.

Tracy Baird was very helpful in dealing with our problem and we had a replacement lock delivered the following morning.

Tracy Baird was fantastic from start to finish, explaining everything in simple steps. She is definitely an asset to the company with her great customer service.

Tracy Hart

Refreshing to experience excellent post sales customer service. Query expeditiously resolved in a friendly and professional manner.

Very helpful. Quickly replaced faulty keys and provided an extra one too.

Excellent service to replace our 2 year old faulty lock , all sorted through photos and email, many thanks to Tracy Baird for all her help and advice.

they are always happy to help
listen to constructive feed back and action
swift service

Brisant have been supplying the Ultion barrels to us for a few years now. The poducts they offer are fantastic and the service are even better. I couldn't recommend Brisant enough.

Issue with cylinder sorted very promptly. Excellent after care and service.

I had lost a key, but at around the same time my email address which the keys were registered under had become corrupted.
After a couple of calls it became clear it was not straightforward (which is reassuring in many respects as it shows the company takes security seriously).
However, Tracy in technical support was really helpful and responsive and sorted things out in a very efficient manner.

After researching locks, it came down to brands Yale, Avocet and Ultion.

Ultion was the most expensive but I decide to go for them given the premium price tag. There was not much information out there to differentiate the others on their ability to keep doors more secure. So more expensive means better quality, service and customer care...right?

Wrong. I purchased 4 locks from ultionlocks.co.uk. They arrived quickly but the thumb screws were all scratched up. The one on the front door being the worst. To give perspective they looked worse than the locks I was replacing. These cost £272 and arrived in terrible packaging. You would never have guessed a premium product was inside.

I called the company, they forwarded to Brisant Secure for support. I spoke to the rep, she asked me to provide photos and would help. I proceeded to install the locks as I needed to secure the house.

Rep said she can send a replacement after seeing the lock in the photo. I said no, I would like a partial refund only for the front door as I have already installed the locks, the others I can live with. Rep ignored this request and then retracted the replacement, saying she could not do anything now as the lock is installed and therefor 'used'. Despite the locks looking used to begin with...

In summary. Paid £272 for the top of the range premium product that arrived in second hand condition, this was due to packaging and their tooling and storage journey. Rep asked me to provide evidence and then told me nothing can be done.

If you are reading this paying a premium is not worth it with Brisant, customer support was simply rude, lacked empathy and direction to resolve problems. If I had further issues down the line such as a lock snapping incident, it puts into question their £2000 guarantee and how they would work with me in any situation.

I might be secure for now, but I have a old looking lock on my front door and a bad experience.

To the company reading this. There is very little differentiating you from your competitors, customer care is one place where you have control. Premium products should feel premium and the support should also be premium. You had the ability to turn an unhappy customer into a loyal customer but failed.

we had a broken lock on a newly fitted front door, new lock was sent out by Brisant immediately and arrived following day , excellent service