"FactoryLocks.com has a fantastic selection of product and their prices are fair/average. I purchased 11 Schlage deadbolts and 9 knobs for the doors and yard gates around my home. My total purchase with them was right around $1,000. Because of the size/cost of the order, I received free shipping, which I appreciated. When I went to checkout on their website, their internal system wouldn't accept my credit card (strange, should have no issues) -- but it was no problem, as they accepted PayPal and I was able to complete my purchase using that instead.

My order shipped out insanely fast. I ordered right before bedtime and by the next afternoon, it had already shipped. The free shipping method took 3 business days (FedEx) to travel from St Louis, MO to my home in Los Angeles.

Now for the critical part of my review....
When I received my order, one of the knobs was wrong. I blamed myself, but double-checked my receipt and was relieved that it wasn't my error (for once!) -- FactoryLocks had shipped one "Accent" knob when I had ordered all "Flair". I attempted to call customer service, but I just got a voicemail. I didn't leave a message, deciding to email instead. Within 24 hours, I received a response to my email saying that they had just shipped out the correct part and were providing a postage-paid return label for the wrong knob.

Problem solved... it's just that their customer service never apologized for the mistake in any way at all (I was not fishing for a discount -- I mean this literally, the word "sorry," "apologize," or "mistake" never appeared *any* of their emails.) I was a little turned off by this lack of the most basic customer service etiquette.... after all, the oversight caused a one week delay on my lock installation, and the correct item was eventually shipped by their standard shipping method (in my email, I had asked if they could please express mail the correct knob to me, but they didn't acknowledge or acquiesce my express mail request.) However, ultimately I did get everything I ordered and it was all handled professionally (just lacking in some basic manners, which I can of course forgive.)

Overall I was mostly satisfied. They have an excellent selection of product and ship orders ridiculously fast. However, my received order was inaccurate and set back my project's timeline. In addition, their phone support appears to be a voicemail box and their email customer service is somewhat lacking in basic customer service skills.

I would certainly order again... however FactoryLocks probably wouldn't be my first choice next time based on this particular experience. "

"They anticipated my needs project hardware update and help detail the bedroom and bathroom split finishes. As I had pocket doors too. "

" We contacted factorylocks on hardware and masterkeying. They have been super helpful and we have now switch our properties to a Grand Master key system seamlessly. Priceing and customer service has been amazing. Product is usaully shipped in 24-48 hours keyedproperly. We manage properties that have been accumulated over many years. The keying management has been a hassle to oversee. If we go to box stores for key copies it has been a hassle. Our keys from factorylocks work always the first time. "

"I purchased locks from Factory Locks on line. When they came, they were the wrong colour, so I returned them. That was in October. They acknowleged receiving them and said they were sending a check. They still have not sent a refund 4 months later. Last time I spoke with them they actually hung up on me.
Don't order from this company!"

"Have had great luck with them, both in 2006 and 2009. Prices and selection are much better than what is available to us locally. In 2006 I checked very carefully and they were the best deal; this time I just trusted that the prices would be reasonable, and later checking shows they are. Earlier order was for keyed entry lock they matched by code to locally purchased item. Worked perfectly. Also were great with a kickplate return when I ordered the wrong size. Second order required sending our key to key locks we were purchasing. They keyed the locks correctly, returned the original key (via separate package), and it all arrived the same week we sent them the key. Turnaround and shipping was quick. Answer customer service questions by email promptly. Very pleased with the service."

"Website does not specify complete product when ordering entries so you are misled while customizing. Recieved a call only after weeks of unanswered email and phone messages. Management doesn't care that the site is insufficient and refuses to make things right, states I should have known better. Suggests I pay full price for a set (only need one part, BTW) for an issue caused by their insufficient website and they will throw in free shipping (Woohoo!). I offered to purchase whole set at cost (even though I need only one part) but management states that they cannot take a loss on an order (almost $600) they have spent time supporting (Ha!) to correct their problem. Also suggests I can pack up the order and send back at my own expense (Woohoo!) if I'm not happy. Summation, low prices because there is zero customer service after sale. Buyer beware..."

"There was a problem with my order (locks did not match existing key# as requested) but FactoryLocks has resolved the problem to my complete satisfaction."