The Lock and Handle

Doesn’t answer the phone, came to the store bad attitude, same handle as Bunnings, charging more, don’t bother.

I am a builder and I went in to exchange un-open hinges that I brought online. I wanted to exchange them for a different type of hinge, therefor was not wanting my money back at all. Not only was the lady behind the counter burdened by my presence, she took her sweet time in serving me as well. Only for her manger to say that he wouldn’t exchange them due to a 3 week returns policy. We are talking about $50 dollars worth of an UN-OPEN stocked item. Wowww looking after loyal customers.

In reply to your response. Your comment on my loyalty based around volume of my purchases through the lock and handle shows really where you’re at. Looking at my purchase history which has quite a few purchases over the years, won’t show you all the great references I have made about your business through out the industry. Up till now. For you to make that clear on a platform like this shows that the little consumer does not matter for you and puts a lot merit on my experience detailed above.

Called to enquire about hinge quality. Ordered. Paid $15 postage and received poor quality hinges, paint wouldn’t stand a chance. Returned for refund. Paid return shipping. Now COST me $30 in shipping for these hinges. Have been waiting on refund which no one replies to my emails and it was stated refund processed over a week ago. Not in account and no reply to two further emails. Because of the shipping costs I don’t even get much back out of this but it’s principal. I phoned to ask BEFORE buying. Deceitful or lack of knowledge. Unsure which!

Thank you!

We visited the Lock & Handle a couple of times to pick out matte black products for our doors.

Each time we visited the staff were extremely helpful. They helped us pick out the Matthew handles, standard hinges & the block door stoppers.

We absolutely love how everything looks & how the products truly modernises our home.

Outstanding service, advice and range. We fitted out a new home in Kew East and these guys were awesome the whole way along. They went above and beyond every time. They even replaced a latch 18 months on without any hassle. Thanks for the great service, advice and quality product team. Our installer said the equipment was awesome (the magnetic patches are great).

Have been here a few times during a big renovation and they are great. Very good service, great products and total transparency on all dealings. One of the best suppliers I have dealt with.

Ordered an item and was sent an alternative item without them advising me prior. Contacted them when I received it and was told (they answered promptly) that they don't sell the item I ordered any more. No offer of assistance/refund/apology was made.

Had to go back to them again to ask if I could get a refund (which they have accepted to), but I will have to pay to ship it back. Will probably cost me as much as the item in the first place and for something that is not my fault.

Again, no apology, instructions on where to return the item etc. Very poor customer service in my opinion.

Would definitely not recommend and won't be shopping there again.

Purchased everything for my house from there 3 years ago, and lately was looking of buying more stuff, Danny has been great help over the phone and email, Overall great staff helpful knowledgeable and great customer service.highly recommended.

I am so ecstatic with my kitchen handles, they bring warmth and life to my kitchen. The team at Lock and handle were wonderful and spent time consulting on the handles, advising which size would work with which door and where on the door they could be placed. I would definitely recommend.
Thank you

A wonderful experience of service from the Lock and Handle. From quote, to order through to delivery in under 24 hours to Central Victoria, seamless process! Very friendly and professional team, great product - highly recommend.

Amazingly friendly and helpful owners! Helped me sort out everything on my checklist from beginning to end for my house. Excellent range of handles etc for all needs, plus excellent knowledge of any questions you may have. All round, couldn't have asked for a better experience. Will definitely be my go to in future!