“I would caution against buying anything from this company, I will not be using them ever again!
This is my recent experience with Yale Home it was not a positive one and left my property exposed because aspects of the alarm were not working while waiting for these items to arrive. I paid for the items on the 22nd November they advertised a delivery date of 25th November they had not arrived and no communications from Yale Home until I sent a message on the 26th November the following is a copy of the correspondence between Yale and myself
Nov. 26 My message
Comments; this item should have arrived yesterday please provide tracking number (The items had been marked as dispatched without a tracking number the day before this message)
Nov. 26 Yale reply
Good Morning, (message sent in the afternoon, they are so efficient they can't tell the difference between morning and afternoon) there has been a delay with our systems and not all orders were received the same day as purchased, we are working fast to dispatch all of these as soon as possible. this should be with you in the next few days thank you (Note no apology and does not say its been sent, it should have arrived the day before sending this message)
Nov. 26 My reply
That does not answer my question when will I get them, you have listed the items as dispatched,
please provide a tracking number.
Nov. 30 Yale reply
Good Morning, we cannot confirm tracking number for you yet which is why it has not been provided, we sent a replacement out today for delivery tomorrow with DPD thank you. (suggests a replacement has been sent but does not have tracking number for the original, it feels like they are lying as their previous excuse was there were delays in their systems)
Nov. 30 My response.
So lets get this right you have already sent one but don't have a tracking number? and now you have sent a second one, again without a tracking number. This item was supposed to be delivered on Thursday 25th November its now 30th November and I still don't have the item. In all the emails you have never even attempted to apologise for your failure to fulfil the contract, if fact your messages have been downright arrogant as if its not your fault. If you cant supply things as advertised you should not advertise them, this clearly happens to others as your feedback indicates. Finally please do as I have asked and supply a tracking number.
Dec. 1 The seller added tracking details
Good Morning, please see tracking number via DPD, this is due to be delivered today between 14:24 - 15:24pm thank you. Courier: DPD Tracking number: XXXXXXXXXX
Again still no apology or acceptance that their service has been worse than poor, I definitely wont be using Yale Home ever again. These are security products; my property was at risk during this time if I had known it would have taken over a week to arrive I would have ordered from elsewhere so as to reduce the risk. They usually make some platitude to poor reviews saying something similar to “contact us and we will sort it out”, that is complete rubbish they couldn't care less about customer service and this is demonstrated by their poor reviews and the lack of any apology when they get it wrong!”
“We bought a £400 Smart Home alarm kit. After being fitted for less than a year the tamper alarm in the external box keeps triggering the siren. It goes off randomly, day and night. We contacted Yale three times to get advice after unsuccessfully trying everything suggested on their ‘help’ pages. No response.
Fed up with being woken through the night and getting no response to our requests for help, I made several comments on their Twitter, Facebook and various review pages.... unsurprisingly, this got a response. We told them our problems and had a response telling us to try the ‘solutions’ we’d told them we’d already tried. We replied that we’d mentioned already trying these things but have heard nothing since!
I’ve also noticed my comments on Facebook have been removed.
To say that we are annoyed is an understatement.
DO NOT DEAL WITH THIS COMPANY, THEY DO NOT OFFER ANY POST PURCHASE CUSTOMER SUPPORT. THE BEST THEY DO IS FOB YOU OFF, MORE USUALLY THEY IGNORE YOU.”
