Reviews

Review Details

• Review fromJulie Y

  Date: 06/24/2025

  1 star
  If I could rate them 0 stars, I would. Video chat with sales team to determine size of lock needed. Ordered size they spec'd, was not correct and they would not accept a return. Ordered the correct size lock, installed it and the volume does not work. Multiple video chats/ videos sent to tech team and no resolution. They would not exchange the lock. Decided to live with faulty product. Just over a year later and the lock has completely stopped working. Again with the multiple video chats, sending videos to tech team, etc. Final response: "Thank you again for your patience while we had our Tech Team thoroughly review the video you provided.After careful evaluation, their findings suggest that the issue may be related to general wear and tear from regular use over time. We have already explored and performed all possible troubleshooting steps on our end to try and resolve this.Please know that some mechanical components of the lock, like any hardware used frequently, may naturally experience wear with extended use."The lock was installed on a rental unit that was under construction, so no, it did not even come close to seeing "frequent use or extended use". It was barely used at all.When I called to complain that this was not a satisfactory solution they told me that the lock was out of warranty by a month or two (OF COURSE!) and there was nothing further they could do. Over $600 spent on product from this company and no working lock to show for it. The product is a scam and the customer service is beyond disappointing. DO NOT ORDER FROM THIS COMPANY

• Review fromGabriella M

  Date: 05/01/2025

  1 star
  ****** business. Avoid at all costs.I was sold a the wrong smart lock, then sent two more defective replacements. Not once did the lock work as advertised. Over four months, I followed every step they asked: sent 9 videos showing the issues, had multiple tech calls, sent over 20 emails explaining what was wrong. Still no working lock.The worst part? They lied, claiming a locksmith came to my home to inspect the issue. But he never set foot inside, because I had to cancel the appointment. They used that fake inspection to deny me a refund. This wasnt a misunderstanding, it was a premeditated excuse to shift ******** door is now customized for their lock, and theyre demanding I uninstall it and return it, after months of false promises and false claims.Ive filed a complaint with the Florida Attorney General for deceptive business practices. This company should not be allowed to operate like this. Stay far away. Once they have your money, youre on your own.

• Review fromLing L

  Date: 10/05/2024

  1 star
  worse shopping experience I ever had, mail me the damage item but not able to return it due to the pre-existing damage, that's scam. Be aware!

• Review fromJean L

  Date: 10/01/2024

  1 star

  Jean L

  Date: 10/01/2024

  Worse company I have ever dealt with. I tried cancelling an order and they shipped it 4 days after, when they said it was too late, then they shipped it in 2 shipments form ***** and I had to pay 2 customs, 2 shippings and I had to pay another to return this to ***. 140 dollars of my own pocket and took 6 weeks to get a refund! Dont buy from them.this is how it went:the 7 th of the month before I order, I phone them, I tell them i have a deadline,but we are 10 days before!the 10 th, nothing is shipped, i phoned and i tell them to cancel, they saids no...too late the 13 th is when they shipped! they had 3 days to cancel received the 16 th, after i had left, but to my surprise, it was shipped from ***** and in 2 shipments!19 th received the second part of thios lock from ***** i paid 2 times the *** and customs...then i returned to ******** at my expense....they received 1 week later..took 15 days to even refund...did not refund any of my 140 dollars of expenses, so the entire refund took 6 weeks.if you think you are buying in *************, think again...scam of a web site.all this could have been avoided if they had cancelled my order 3 days after i placed it,m they had plenty mof time to NOT ship.DONT DEAL WITH THIS COMPANY. buy in *** or ******
  

  Connected Shop Inc

  Date: 10/08/2024

  Hello ****,

  Thank you for sharing your feedback. Were sorry to hear about your frustration, and wed like to address your concerns in detail.

  Regarding your request to cancel the order, as mentioned in the email, our fulfillment process is entirely automated, and once an order is confirmed, it is quickly routed to our logistics team for shipment. Unfortunately, due to this process, we were unable to cancel the order when you contacted us.
  While we understand that the order was shipped in two parts, please note that our shipping processes are subject to the carriers logistics and international customs regulations. We recognize the additional customs charges and shipping fees were unexpected, but these costs are determined by external factors such as the shipping carrier and customs authorities. As such, we are unable to compensate for these expenses, as they fall outside the stores responsibility once the order has been shipped, as previously indicated in our refund policy outlined at ************************************************************.

  Lastly, we received your return on August 28 and processed your refund on September 11, which follows our standard refund process as indicated in our refund policy linked above. The two-week period was part of our standard refund process, which includes an inspection of the returned product. 
  

  We appreciate your feedback and if you have any further questions or concerns, please don't hesitate to reach out.

• Review fromXl T

  Date: 09/20/2024

  1 star
  This is a scam company. They mailed me the locker with lots of scratches and I mailed it back, they are not accepted it due to those existing scratches. I pay for $500 for a junk.

• Review fromAshley K

  Date: 08/27/2024

  1 star
  I received notification that my product shipped 27 days ago. The tracking number states that the label was created but package never received. Ive called 4 times now and the my keep telling me my problem is being escalated. They finally claim to be giving me a refund but will not send me anything in writing. This appears to be a fraudulent company. I would steer clear.

• Review fromJosh D

  Date: 08/03/2024

  1 star
  Buyers, please beware the Connected Shop does not put customer satisfaction first and isnt reasonable on returns. After sending pictures and doing an analysis of my door, the company misled and misinformed me that a smart lock I purchased would work with my door lock.I was not able to have a professional locksmith come attempt to install the lock until after the return period passed. Upon examination, the locksmith found it was impossible for me to install the smart lock on my door without damaging the locking mechanism in the door. Though the lock is in mint condition and has never been used, the Connected Shop refused to take the return, even when I offered to not receive any money back if they determined the lock was used or damaged in any way. Unfortunately, I can not recommend or trust the Connected Shop. .

• Review fromDaniel T

  Date: 03/19/2024

  1 star

  Daniel T

  Date: 03/19/2024

  They have huge mark up on items. They're selling a $30 Bluetooth plant sensor for ******
  

  Connected Shop Inc

  Date: 03/26/2024

  Hello ******,
  

  Though we can't locate any order from you under the name you provided. We appreciate the opportunity to address your concerns regarding the pricing of our Plant and ************ Sensors.

  While we acknowledge the price differential between our Plant and ************ Sensors and similar looking products in the market, it's important to consider that our pricing is based on a variety of factors. These factors include the quality of the product, investment in research and development, as well as operational costs associated with maintaining high standards of customer service and support.
  

  We are committed to offering products of exceptional quality that meet the needs and expectations of our customers. We strive to strike a balance between competitive pricing and ensuring the sustainability of our business operations.

  If there are any further questions or concerns, please do not hesitate to contact us directly.

• Review fromLesar J

  Date: 10/25/2023

  1 star

  Lesar J

  Date: 10/25/2023

  I got scammed!Here is the full story:1. I reached out to ask if their lock would fit my door, I sent pictures with measurement and answered all the questions they asked me. The answer was along the lines of "************ go ahead and buy it"2.After I received the product, which seemed solid, I asked more than 6 professional and I got the same answer from all of them that it was impossible to install the lock on my door.3 At this point I wanted to return the product within ************************************************** to get the return label, some lady on the phone kept giving me wrong links, phone numbers to call, it took me 7 days to ************* after many calls.4 After I finally returned the item, they company told me it was not in good condition when I actually never really had unpacked it (see picture)!!! They sent me pictures of some damaged smart lock that was not the one I had sent, I have pictures to proof the conditions of the lock on the day I sent it back.5. I tried to talk to them, they completely ignored my words in our email conversation.End of the story is they kept my $360 Terrible! stay away!
  

  Connected Shop Inc

  Date: 04/01/2024

  Hello *****,
  

  Thank you for bringing your concerns to our attention. Were sorry to hear about your dissatisfaction with your recent purchase experience.
  

  Upon reviewing your case, we'd like to reiterate that our refund policy, as outlined on our website at ************************************************************, clearly states that for a refund to be issued, the item must be in brand-new condition (unused, no scratches, scuff marks, dents, defects). However, upon receiving your returned item, our Returns Team conducted a thorough inspection and found it to be damaged. We have sent you photos as evidence of the item's condition upon return. We understand your frustration regarding the return process but our return and refund policy is in place to ensure fair treatment to all our customers and to maintain the quality of our products.

  Additionally, while we strive to provide accurate guidance regarding product compatibility, it's important to note that we may not always have an exact measurement of your existing mortise. Therefore, our recommendation is based on the closest possible fit to the given measurement, as it is indicated in all our email replies in this regard. In addition, in all our communications we always strongly recommend having a professional assist you before you order if you are unsure of the installation process. We apologize if there was any misunderstanding regarding this aspect of our service. 
  

  Please feel free to reach out to us directly if you have any further questions or concerns. Once again, we apologize for any inconvenience caused and appreciate your feedback as it helps us improve our services.

• Review fromJon C

  Date: 09/14/2023

  4 stars

  Jon C

  Date: 09/14/2023

  I purchased 2 smart locks for my ******** sliding doors. After buying a mortise jig and cutting the new mortises I installed them. One of them had a faulty fingerprint reader but I was able to work with them to exchange it, an now they work perfectly.The manual has some errors and seems to be a translation from another language. The mortise installation went well after purchasing a jig to cut the new opening. It was not as straight forward as the advertising leads you to believe. The mortise template that is included did not exactly match my locks so I had to take measurements from the the lock itself.The programming from the manual is difficult to understand and the responses from the the locks speaker is hard to understand and hear, even with the volume turned up. The location latch plate set screws do not align up perfectly with the latch fingers; only one of the set screws lines up at a time. The app does not seem to work very well at this time.One the lock is installed and programmed it works well.
  

  Connected Shop Inc

  Date: 04/01/2024

  Hello ***,
  

  Thank you for your valuable feedback regarding your recent purchase of our smart door locks for your ******** sliding door. We apologize for any inconvenience you experienced during installation and setup.
  

  However, we are pleased to hear that our customer service team resolved the issue with the faulty fingerprint reader promptly. Your comments regarding the manual's clarity and the challenges with installation and programming are duly noted. We have taken steps to address these concerns to enhance the user experience.

  We now have an updated online user manual with video tutorials to help guide you step by step in the installation and setup process. 
  

  We apologize for any difficulties you encountered with the app and speaker volume. Rest assured, we are committed to improving our products and services based on your valuable feedback.
  

  Finally, we would like to thank you for choosing our smart door locks, and thank you for allowing us to serve you better. Should you need further assistance, please don't hesitate to contact us.