"It's hard for me to put more than one star because I have yet to receive my order. I ordered with them around a month ago for my business and not only did they have to apologize for it taking so long but it wasn't even delivered to the right place. I have no idea where my order is, and I have since gone to the Container Store for the things I needed. Hopefully I will one day get the things I ordered and paid for."
"Don't want to sound like a broken record BUT,,, I placed an order for 2 items and received my order but it was short one of the items i ordered. Since then i have called and left messages plus numerous emails. Can never talk to a actual person.
Big time PO'd"
"I have placed an order on 19 Dec 2012, but not yet recieved it. The status initially said Processing and now it says complete. Can someone please tell me what does complete indicate."
"DO NOT order directly from this company. They have horrible customer service, that is if you even get through to anyone. They filled my order incorrectly and it took a week for me to actually even get a person on the phone. If you want to be disappointed order through their site, if not, order through a reseller. Great products but horrific service. NEVER again will I order directly through Lock &Lock website."
"I ordered back in Dec of 2011 along with everyone else that had problems. Three out of the five orders came with missing items. I never can get a hold of them on the phone, same problems as everyone else. I have emailed mulitiple times and I still can't get any response back from them. I would never order from this website again. Great product not worth the hassle."
"I had already placed an order (Monday, Feb 20, 2012) before I ran across the predominantly negative reviews here and they worried me. My order was for 30 items, some of which were fairly large like the bread loaf container, and amounted to $151.52 incl. $8.99 for S&H. Fortunately, everything arrived via Fedex within a week (Saturday, Feb 25). It had all been carefully packed in two sturdy boxes and was in perfect condition. The only odd thing was that I didn't receive the e-mail that my order had shipped until the night before it arrived, but I'm still giving the "Shipping Process overall" a full five stars..
YMMV, but I definitely plan to order from locknlockplace.com again."
"Great Products. Absolutely terrible customer service. My first two orders came in a reasonable time and were as expected. My third order which was for an electronic gift card as a gift has not arrived. This should have been delivered instantly since it was via email. All of my emails to the company have been ignored and their phone is always busy. Another couple of days and I file a Paypal claim.
It's a shame because their products are really great and of very high quality so if they would have customer service to match it would be perfect.
Update January 6. I finally got through to their phone line and got a recording saying they would be closed for New Year's Day. No option to speak to someone or leave a message. Still no response to numerous emails. I guess I will be filing a Paypal fraud claim. A real shame because I love their products.
Final Update - January 6th. I finally sent an email to all of the email addresses listed on their website and got a response from ****@**** with my Gift Card #. So obviously someone there knows what is going on. (Or they just didn't want a Paypal fraud claim filed).
I would have to summarize my experience by stating that the products are great but the website experience is not. So the best idea would be to purchase the products in a retail store.
UPDATE February 8, 2012: I placed a new, very large order last week and received it yesterday. 6 business days from order date to delivery date. Items were packed very well although the shelving unit that I ordered had a chip on it. They have obviously overcome their previous order fulfillment issues. their products are still the best!"
"DO NOT SHOP HERE. Worst company and customer service I have ever encountered! After purchasing a voucher from a deal web site, I had not one, but TWO orders completely cancelled. Now that I finally did get an order to stay in the system, it has been 3 weeks since I ordered and I have not even received a tracking number! I may file a claim with the BBB. Just check Lock & Lock's Facebook page to see all of the customers who are outraged at the company. My first order was placed on 11/5/11, today is 12/22/11 and I have received nothing! Horrible company. Not sure if I even believe they make a product."
"Wow:o( Add me to the list of Lock & Lock customers who is getting NO where with L&L's customer service.
L&L took too long to get my order to me and when I finally got it 2 of my items were missing. No packing slip explaining why, no email confirmation - nothing... When I tried to call I get nothing but a busy signal all day. I'm going to have to dispute this with my credit card and let them handle it.
I also want to add that I found the same kinds of bad reviews about L&L's TERRIBLE customer service on QVC and Amazon as well. I wish I would have read these before I ordered from L&L. I will NEVER order from L&L again.
Beds, Bath & Beyond sell really nice knock-offs with the locking lids... I'm going to stick with those from now on."
"Add me to the list of disgusted customers. I placed my order on 12/4/11. I never received an email update. I have sent them three emails and I never heard back. I have called and it is either busy or I to voice mail. I actually talked to a human being yesterday and they told me that they had to call me back. I never received that call. I will never buy from them again. I will probably call my credit card and dispute. "
"Add me to the list of disgruntled customers. I placed my order on 11/28/11. It's now 14 days later and the status on my order page still says processing. I sent an email Wednesday of last week and have not heard anything back. I have tried to call twice and have not got to speak to a human being either time."
"* Ratings reflect my first order *
I ordered about eight items from Lock and Lock on October 18, 2011. Everything I ordered arrived in a reasonable time (I wasn't in a hurry and therefore not paying close attention to the exact arrival date. I'm VERY happy with the products and the value.
My positive experience encouraged me to order again. After seeing the reviews here, I'm concerned and hoping my first order was not an anomaly.
A message on their site today (Dec. 12, 2011) apologized for delays. Crossing fingers. Good luck to everyone who's out there in limbo, and thanks for your warnings/feedback."
"Placed order, and the status never updated. I called several times only to get a recording and leaving messages. I have sent emails to just about every address they have. I have used their contact form over and over. Absolutely nothing from them. I placed a prev. order with them and they shorted that one, and gave me a 5.00 cerdit that I used on this order thinking maybe they can make right. Boy, was I wrong !!!!
Looking at their facebook page, it looks like the company is just about on it's way out!"
"UPDATE: never heard back from the company BUT received the complete order on 12/9/11 via regular mail - finally - will never order direct from them again because of the lengthy wait time, no follow-up and lack of customer service.
AWFUL experience - wish I read these reviews first.
I placed an order on 11/17/11. According to the "shipping manager" (which looks like a standard reply form), the package "shipped" on 11/21/11 - however, FedEX has confirmed that Lock & Lock only "initiated" delivery (meaning created a shipping label and charged my credit card). Lock&Lock never handed this package over to FedEX. And therefore, as of 12/6/11, I still don't have it and yet I've been charged for it.
Customer service is a JOKE - the phone line is nearly always busy. It is well-nigh impossible to get a live person on the phone - I did once out of dozens of calls and she never called me back, after saying that she could send me another package rush delivery. The general voice mailboxes are full so there is no way to leave a message, and no one will actually READ MY EMAILS to see that they have charged me for something they've never sent me. I have filed a dispute with my credit card company over this order. Ideally, I would like a full refund since I never want to deal with the company again based on this experience."
"Worst seller. Order placed on 11/17/11, no confirmation emails at all. Although they promised 2-3 days for processing, but shipped out on 11/23. Opened package, two ordered items were missing. Filed paypal dispute, still no response from the seller yet. Customer service is 0. phone number directs to answer machine and email will never be replied. Will escalate the dispute and fight with seller. Never order anything from it."