Reviews

Review Details

• Review fromDonna L

  Date: 08/04/2023

  1 star

  Donna L

  Date: 08/04/2023

  Worst customer service ever! I sent *********************** as requested. It took forever to get a response but finally they recommended a lock & said it would fit, which I confirmed again in an email. Once we opened the box, we knew immediately that it would not fit because one of the measurements that they never asked for is the distance between the sliding ************** door. They also don't publish the handle depth online so I would have been able to see that it didn't fit. I called the company & asked to speak to the tech support ***** I was told that they don't allow you to speak with them. I asked if they could call me back & was again told no, so I emailed the company to see if there was a fix or option so it would work. It took a few days to get a *************** said no. I called again & left a message. After waiting most of the day and not hearing back, I left another message. No one to date has ever called me back. Each of their emails says they are available for text, phone or email support so I texted the number twice. Again, no one called. I again emailed stating the problem. After a couple of days between each email, I received a response that I could return the lock as long as it had never been installed (and it wasn't) and I had to make pictures and upload them. No where on this email is a deadline for the return stated. I was sick for 2 weeks so as soon as I was on the mend, I made the pictures & tried to upload them. The system wouldn't let me because it had been over 30 days. I emailed explaining the situation to them thinking they would fix it since they told me I could return. They said No. So I ordered the lock they recommended, it's still brand new in the box in all original ************* am out $300.00. I was even trying to just exchange this for the lock that will fit my door but they won't allow that either. I don't know how they stay in business. Do NOT purchase from them or you will be stuck also.
  

  Connected Shop Inc

  Date: 04/01/2024

  Hello *****,

  We sincerely apologize for the frustration and inconvenience you experienced with our customer service. Your feedback is crucial to us, and we deeply regret that we fell short of your expectations.
  We understand your disappointment regarding the incorrect lock recommendation and the subsequent challenges you faced in seeking assistance. However, there are some limitations when it comes to our email responses on size recommendations given the fact we cant always provide an exact fit as we mention in our email reply. Therefore we also emphasized in our communications that there is a need for professionals to help you before you order. 
  

  Regarding the return process, we apologize for any confusion or inconvenience caused by the time frame limitation for the returns. We strive to provide clear and efficient support, and we acknowledge that we could have better communicated our return policy. However, we need to be stringent when it comes to implementing our company policy regarding return requests and that includes the current situation. ?We acknowledge your frustration and it's unacceptable that you were unable to reach our technical support department promptly, and we apologize for the lack of responsiveness to your calls and messages.
  

  We genuinely regret the negative impact this experience has had on you, especially during your recovery period. Rest assured, we take your concerns seriously and will use them to improve our processes and customer service moving forward.
  

  We value your business and would appreciate the opportunity to make things right. Please contact us directly, and we will do our utmost to resolve this matter to your satisfaction.
  Once again, we apologize for the inconvenience and thank you for bringing these issues to our attention.

• Review fromA S O

  Date: 07/03/2023

  5 stars

  A S O

  Date: 07/03/2023

  Purchased the smart door lock, and separate mortise to replace the pre-existing antique in my home's front door.The staff were incredibly patient, competent, and responsive throughout. They were willing to hang with me and troubleshoot several questions I had before and during installation. They do require photos/videos to help, but they're also able to provide thorough advice because of that.The lock works wonderfully, and is great value - no complaints.As a piece of feedback, I do wish the manual had an appendix with more guidance on what to expect and perhaps FAQs. Nonetheless, their team was willing to answer my questions so it wasn't an issue overall.
  

  Connected Shop Inc

  Date: 04/01/2024

  Hello ASO,
  

  Thank you for your thoughtful review of our smart door lock. We're thrilled to hear that our staff provided patient and competent assistance throughout your purchase and installation process.
  

  We're delighted that the lock is working wonderfully for you and that you find it to be great value. 
  

  Your feedback regarding the manual has been taken into account, and we are now including additional guidance and FAQs in our video animated online user manuals.
  

  Thank you for choosing The Connected Shop. Should you need any further assistance, please don't hesitate to reach out.

  
  

• Review fromMary B

  Date: 05/16/2023

  5 stars

  Mary B

  Date: 05/16/2023

  Beautiful, sleek door opener. **************** helped me get it set up and taught me how to add additional users. I would recommend a narrative for the instructions with step one, step two, Lovely people.
  

  Connected Shop Inc

  Date: 06/14/2023

  Thank you very much, ****! We are incredibly grateful that you took the time out to leave us a 5-Star review of your customer experience with us. Were here for you anytime.

• Review fromkim a

  Date: 05/08/2023

  4 stars

  kim a

  Date: 05/08/2023

  We love the lock--so far! My suggestion would be to make the user manual A LOT clearer. We still haven't managed to get the app running yet.Also please CAREFULLY vet any locksmith you recommend. The person who came out took 7 hours and finally admitted he was not familiar with smart locks. We had to finish the job ourselves. (Check the clutch--we had it working in ten minutes.)Customer service is top notch. Thanks to all the folks who helped.
  

  Connected Shop Inc

  Date: 06/14/2023

  We really appreciate you taking the time to leave us a review. These are the stories that keep us so motivated to continue doing what were doing, and were so happy to hear that you had a great experience. Let us know if we can do anything else for you.

• Review fromAnnette B

  Date: 03/23/2023

  5 stars

  Annette B

  Date: 03/23/2023

  Excellent customer service. I had a few questions during the install over a weekend, and a rep called me, sent me a text snd emailed me the first thing Monday morning to help.
  

  Connected Shop Inc

  Date: 03/30/2023

  Thank you so much, *******. We are incredibly grateful that you took the time out to leave us a 5-Star review of your customer experience with us. Were here for you anytime.

• Review fromChuks O

  Date: 03/15/2023

  5 stars

  Chuks O

  Date: 03/15/2023

  I received the best customer service ever in my life. Keep it up
  

  Connected Shop Inc

  Date: 03/21/2023

  Thank you so much for your 5-star review! We are grateful for your time to share the word about us and motivated to keep up the amazing work.
  
  

• Review fromRon T

  Date: 03/08/2023

  5 stars

  Ron T

  Date: 03/08/2023

  A not so good experience turned around by the best support staff I've utilized in 30 years. Bravo!
  

  Connected Shop Inc

  Date: 03/15/2023

  Thank you so much, ***. We are incredibly grateful that you took the time out to leave us a 5-Star review of your customer experience with us. Were here for you anytime.

• Review fromBarbara E

  Date: 12/10/2022

  1 star

  Barbara E

  Date: 12/10/2022

  What a scam! Buyer beware!I spoke the 1 person.Spoke to a 2nd.Spoke to a 3rd.Wrote 3 emails.They gave me an email hyperlink to get a return add that DIDNT work!************** Survelience door camera has a flaw! It has a cord that crosses all the way across your front door and down the side of door and travels to the nearest electrical outlet!.They make it impossible to return.Buyer beware!
  

  Connected Shop Inc

  Date: 12/15/2022

  Dear valued customer, 

  
  Were sorry to hear you are not fully satisfied with your purchase. As clearly indicated on our product page for the item you purchased which is the peephole surveillance door camera, it needs to be hardwired and does not come with a battery. We apologize for the misunderstanding and well do our best to make the product page even clearer on that particular point. 

  
  In regards to your troubles in asking for a return in order to send us back your item: As mentioned multiple times by our team in our email exchanges with you as well as over the phone, we cannot simply provide you with a return shipping label without you having completed a return request on our site first. We need to have the return request in our system, otherwise we cant effectively track whos return it is we are getting and it would be impossible for us to manage in a timely manner. We are doing this specifically for our customers benefit so we can process your return and refund you as quickly as possible.   

  
  After checking internally we do see you successfully requested your return request in our system, therefore the issue you were having with the link we sent you was most likely a technical problem on your end at that time. You were finally able to create your return request and have been provided a return shipping label on the same day you made your request in order to send us back your product. Had you followed our instructions from the beginning, which was to make the return request on the site, you would have been given your return shipping label that very same day. Calling us a scam because you refused to follow our instructions is uncalled for. We had countless email and phone exchanges with you, where we told multiple times to follow this simple step on the site.  

  
  We apologize again for the misunderstanding in regards to the peephole not being battery operated. We will also do our best to improve our return process even more to make it as seamless and frictionless as possible in the future. 

• Review fromMoshe S

  Date: 12/06/2022

  1 star

  Moshe S

  Date: 12/06/2022

  They conduct a business in a very poorly matter. I am a locksmith that located in ******** and ordered locks from them in the amount of $3000. They answered my phone right away and charge my card and were willing to ship it ASAP. Of course it was dropped shipped to me from ***** and the quality. I dont even have to see how bad it was. I was successful reaching them once after I received the locks and told him that I dont like the quality. Guess what after this conversation they never answered my phone calls they never return phone calls love them thousands of messages. I will recommend everybody to stay away from this company, especially from ****, who is the owner of the company he promises and never delivers. I had a phone call one day from a guy that they provided my phone number and told him that I will go and install the lock for this guy because he bought it from them. I dont even know this guy and I dont even provide that service for the connector shop. If you dont want to lose your money operations stay away from this company its a scam. Whatever is on the website its not what you get again stay away save your money. This is a big scam. You will never get somebody to answer your phone or call you back.
  

  Connected Shop Inc

  Date: 12/14/2022

  I'm very sorry to hear about your negative experience with us. However, in diligently following up internally on your review, here are the DETAIL FACTS BELOW my team has reverted to me with on your claims.

  
  

  1. Your FIRST ORDER with us was placed on Sept. 13 in the amount of $1,089 for 4 Smart Door Locks (3 Smart Door Lock XL and 1 Smart Door Lock Sleek). As mentioned over the phone together before you placed your order, depending on the product and stock availability we ship from different warehouses worldwide with a standard shipping timing of 7 to 9 business days. Your order was delivered to you on Sept. 19th. You contacted us by phone a week later and told us that one of the products you received did not meet your quality standard and we immediately proceeded at that time, on Sept. 29, in creating a return request and sent you a return shipping label on that same day. We received your return on Oct. 7th and as per your request, created a store credit in the amount of the returned product as you were interested in purchasing another Smart Door Lock XL.

  
  

  2. On Nov. 4th you place a SECOND ORDER with us using your store credit for 1 Smart Door Lock XL. Your order was delivered to you on Nov. 10th. You asked us at that time over the phone to send you extra latches, which we did, for free, as a courtesy and to establish a long lasting business relationship together.

  
  

  3. On Nov. 11th (a day after you received your second order) you placed a THIRD ORDER with us for 2 Smart Door Lock Thick in the amount of $829. Your order was delivered on Nov. 18th. From one of our many phone conversations together after that order it seems you and your client were very happy with the quality of our products.

  
  

  4. On Nov. 28th we recommended a client to you who had purchased a Smart Door Lock from us for you to do the installation. This, as we had discussed together in our prior conversations over the phone since we often have clients needing professional help for their installation and for which you had happily agreed to receive and honor when we offered to do so. You didnt agree to do the installation as it was too far from your area, which is understandable. But you were very well aware of us potentially sending new business your way.  

  
  

  5. On December 1st in the morning you called us multiple times from 10:30am to 10:50am as you were having issues in installing the 4 Smart Door Locks XL you had ordered from us. It was a very busy day for us having one of our customer support employees being out sick that day and we had to face an overwhelming amount of calls. Our customer service was busy helping out other customers at that time so unfortunately we werent able to take your call right away. But we did call you back around midday. In response to your issue we reached out to ************* in order to help you in the installation process and sent you back a video on how to troubleshoot your issue. 

  
  

  6. On December 6th in the morning you had another issue in connecting the smart locks to your clients mobile phone. You called us around 9:20am and we got back to you within the day by calling your onsite technician directly and were able to help your client successfully connect all 4 Smart Door Locks XL to your clients mobile app within 20mins. 

  
  

  Your claim that we dont answer the phone is simply untrue, you may have written this review out of frustration not being able to get through to us within minutes. But calling us a scam and posting this kind of review is not a fair business practice as it is absolutely not true, as can be evidenced by our countless positive reviews, and also the fact that you came back multiple times to purchase from us. If we are a Scam and you were not happy with our locks, why did you keep purchasing from us on different occasions?

  
  

  We take great pride in providing outstanding customer service and yes sometimes we are overwhelmed with calls and cant answer every call right away. But WE ALWAYS CALL BACK. 
  
  You might be calling us a scam but If it were the case, then, how would you have been able to make your return and get store credit to reorder? And most importantly why would you have continued ordering with us ?

  
  

  The team and I are deeply sorry that you had such an experience with our shop but we cant be held responsible for you putting yourself in a situation in which you need our assistance within minutes. Nowhere on our website nor in our phone conversations did we ever make such a claim that we would be able to answer your call to troubleshoot you within minutes. 

  
  

  In addition to that we have many ongoing relationships with other locksmiths all around the US with whom we have excellent feedback from. We would like once again to extend our apologies on this unfortunate situation and the frustration you felt but please know that your feedback is only pushing us to do better. We are now considering a dedicated premium support hotline for locksmiths like you who might need our help right away. We are still a young company but we strive to learn and improve on any negative occurrence.