I want to talk about a recent purchase in your store (and not necessarily the one I ordered online) I bought a Btwin lock to go with my son's Btwin bike. He lost the key (all 12 year olds do). I tried to get the key cut but none of the three specialist locksmiths I tried in London had ever seen a key like it or could cut a new one. AS that leaves us with one key I have had to get another lock as I do not want to find the bike locked up and no way to unlock it. I do not think you should sell a bike lock with an uncuttable key. And no, I would think it reasonable to travel 10 miles across London to go to your store to get it cut (even if that were possible). Frankly I think you should give a full refund as the product has a major design flaw. regards Phil Thornton philkim.thornton@blueyonder.co.uk