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Business Profile

Lock Manufacturers

Kryptonite Lock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lock Manufacturers.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Calls in early October resulting in argumentative representatives unwilling to help whatsoever.Denial of my claim based on my full description below.

  • Initial Complaint

    Date:12/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have not heard from the business in response to my complaint.yptonite anti-theft protection offer (attached).

  • Initial Complaint

    Date:08/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2 issues: 1. Kryptonite advertises a "Key Safe Program" where they'll replace your bike key for free if lost -- which was a factor in my purchase decision. However, when attempting to utilize this program, I placed my order 6 weeks ago, and other than initial confirmation and form emails saying "Due to high volume, our processing times may be extended," I've received no update and certainly not my ******'s deceptive and disingenuous to advertise this program when the turnaround time is so slow as it make it useless. Most bike lock users will use the lock daily/weekly, so a delay like this means not having a lock or needing to purchase another lock until (if/when) the new key is delevered.2. Even worse, after this long delay, I decided to pay and *order* keys from Kryptonite, paying $22.05 for 2 new keys. Nowhere in the order process is the delay advertised. After making the order, I found an article burried in the *************** ("Keys are ordered, when will I get them?") noting that delay is ***** weeks for orders. They should either stop taking key orders, or advertise the extreme delay in the order process. The months-long delay is unacceptable given the nature of the product, and outside the bounds of what any customer would expect when making the order. Instead, they collect the money up front, and have customers.*** Requested remedies***:1. Deliver my original safe-key order, as requested/advertised 2. If (and only if) that's done, cancel and refund my order for replacement keys 3. Add visible disclaimers to all mentions of the Safe-Ley program, noting the extreme delay expected should you need a replacement keys.4. Add disclaimers to the key order flow, noting the extreme delay in processing time, before a user makes payment.5. Make operational changes to reduce the delay for replacement keys -- 4 months is really unacceptable to the point of uselessness for this program.

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Kryptonite U-Lock last July 2023 from a local retailer, which also features an Anti-Theft protection offer from Kryptonite themselves. I purchased that offer for $***** USD from Kryptonite on July 8, 2023.My Bike was stolen on December 25, 2023. I filed a claim against my protection offer on December 26, 2023. The terms of the protection program state: "Your claim will be reviewed and you will be contacted by our team within 30 business days. At that time, you will be notified whether your claim has been approved, denied, or whether we require additional information."Now, on April 18, 2024, nearly 4 whole months later (close to 120 days vs the 30 day response time in the terms of the protection offer) I have received 0 correspondence from Kryptonite to my claim. I have sent several (3) follow *** to Kryptonite and have been left completely in the dark.I am entitled to know if my claim is accepted or denied. They have breached the terms of their own protection plan by not responding to me. They should cover my stolen bike. If the results of the claim are that my claim was denied, then I should at least be refunded for the protection plan, as the lock is now broken (unusable) after the theft and the bike is gone (the protection plan, 5 years, is useless to me).This is unacceptable on the part of Kryptonite - their protection offer amounts to a scam. They took my money and have provided no value in return. The cost of the protection plan was $48.02 CAD (***** USD) at the time of purchase. It is supposed to cover my bike (Valued $949.99 CAD).The lock cost $89.59 after tax. That is a total of $137.61 CAD I have paid for 0 customer service. Would not recommend this product & associated protection service to anyone.

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have not heard from the business in response to my complaint. Kryptonite continues to act unprofessionally and not honor my payment for their program. 

    Business Response

    Date: 03/07/2024

    We settled and paid his claim on February 26th,

  • Initial Complaint

    Date:01/19/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************

    Business Response

    Date: 02/05/2024

    Our records indicate that you were paid through your Zelle Account on January 30th, ****.

  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************I requested that they either send me replacement keys that actually work or 3 or 4 blanks that I will take to the keymaster who can make copies that can be tested on the lock locally so that they will actually fit. Kryptonite key blanks are not available at retail key makers stores. I did not receive a response. On 1/3/2024, I called and left a voicemail msg. as directed by the auto answer requesting that they call me with a response and stating that I knew (from postal tracking) that they had received my letter and returned key copies with photos. I have not received a response to date either by mail or phone. I feel like this is a warranty for key replacement that is not offered in good faith. Please help me to at least get key blanks if Kryptonite can't make them properly. The lock is a fine heavy duty lock which I expressly bought after my old bike was stolen and I had to buy another bike. I want to continue to use this lock to protect the new bike.

    Business Response

    Date: 01/31/2024

    We are sorry for the inconvenience.  Our ******** is following up on your replacement order and we are hoping to be able to ship you the new keys by the end of this week.

     

    Thank you for your patience.

     

  • Initial Complaint

    Date:12/11/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have not heard from the business in response to my complaint.d be most appreciative for any help you can lend to deliver a swift and just resolution. Thank you, ***************************

  • Initial Complaint

    Date:11/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ********************************************egligent and/or fraudulent misrepresentation. I am owed either the keys or a refund so that I can go buy another lock with a new set of keys.

Kryptonite Lock is NOT a BBB Accredited Business.

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