Duffells Review

I deal with Duffells on a regular basis trading as Legend Locksmiths; over the years they have been very helpful with non-standard items and technical help. Highly recommended as a trade supplier.

I have used Duffles for years... Sometimes good sometimes bad..... But bad is becoming the norm.

No apology given just bad attitude from customer services acting as if it was all my fault.
DPD said it was down to Duffles to credit any loss i incurred as they are a sub contractor for Duffles.
Duffles offered nothing .

You are loosing a once good reputation, my business since then has gone to Aldriges.

Thanks for the stress Duffles you should be ashamed... I will pursue my loss of earnings down a legal route.

Unbelievable. Ive been with them for 4 years now and oh my god the phone calls!!
Almost every single day theres a phone call.
It got so bad i started blocking there numbers but then they started using mobile numbers. So i now ive blocked those too.
Theyre utterly relentless. Theyve started leaving messages now on my home number. Every day is oh check this offer. Oh just seeing if you want another order. Oh would you like a van catalogue free?
Incedently which is something ive asked for many times but never actually recieved.
Its just a ploy to get you to call them back.
Im only a very small operation. Basically just me and myself on a part time basis and for someone who only orders occasionally these phone calls are an absolute pain in the neck and get very annoying.
I also use SKS occasionally too and how many times have they called me? Never. Not once.
So guess which company ive used for my 3 previous orders and which one i will use for my next order just out of shear spite? The company that takes my orders willingly when i need them or the company that constantly hounds me to make an order?

Ive ranted enough. Hopefully someone at duffells reads these and takes note.

Absolutely useless. Been chasing a part for 2 days and still told it's going to be another day. This is the true meaning of false economy. Could have gone to Aldridge and paid a couple of quid more but would have had it next day. Save a fiver lose a customer with duffells. Lesson learned I will only use duffells if I am forced to.

Update.New website has wrong prices.Rang to confirm and said i will use SKS as i cannot order not knowing if the price is right.They said ok !!
No attempt to save the order? Jokers

Website does not work properly so after spending 30 mins ordering stuff it was pointless.Even with a web order number they cannot trace it.
Complete joke will be using SKS from now on .Joke.

Update ..........did the order over the phone.The order was not delivered by DPD in 3-4 days.I was told it was at the Slough depot so drove an hour to get it.When i arrived i was told i couldnt pick it up on a Saturday.
2hrs wasted
Took about week to get my money back.
I was going to order today but after reading the reviews decided against it.
Seems like they are a complete shambles.

It's appalling that they post their marketing material without it being in an envelope. The trade prices are there for all to see which helps drive the price of our work down even lower.

Amazing service all staff are very knowledgeable, best team I ve seen

Been using Duffells for some time now & up to now the service has been excellent.
I've also used the locker service which is also very convenient.

This would definitely be a 0-star review, but you can t do that unfortunately.
Duffels is a beautiful example of British mismanagement a once great company reduced to pure garbage by bumbling fools at the top. The staff are trying but to no avail what a complete shambles.
I have reduced my input from thousands to hundreds to nothing and nobody has batted an eyelid whilst at the same time Aldridge s are going the other way and I am no advocate of Aldridge s, but they seem at least to be working in the right direction.
Nobody cares at duffels so my advice would be speak to someone else SKS or Nigel Waters

Staff are very helpful and service is fantastic very pleased with key accounts department they know their stuff.

Great Company, great staff, brill support, Excellent product Range,

Used Duffells for years always been pleased with the service and the products offered.
Always well stocked and staff are happy to help.

What a shower!
This used to be a really good company.

Many thanks Duffells

Great guys who know what is what, knowledgeable and professional

Jack & Phoenix Brilliant, could not be more helpful so theres are star each above for you both. With regards to the account dept they simply have no idea. We have a cash account with Duffells always have and always will yet the send us invoices for parts we have not received then demand we pay before we can reorder, hence the reason our spend have decreased by 60% with you guys for now. Once accounts dept work out we have a cash account maybe we start placing bigger orders once again!

delivery system is a disgrace,[DPD]a total joke, stock for work delayed in transit for days then being delivered at between 8 and 9 at night absolute nightmare going to have to take business elsewhere

Constantly phoning and leaving voicemails every day about a back order? What back order I haven't used you for years and dont i intend to. Amounts to harassment blocked number but still leaving voicemails take the hint duffels. These guys are pests and strongly reccomend anyone using these guys to start using aldriges instead faultless service! No more 'courtesy' calls

Duffells as a company are great, it's the weekend delivery provided by DPD that is consistently letting them down. I'd suggest a change in delivery options on Saturdays I'm giving them one more chance then I'm back over to Aldridge. Hopefully I can eventually come back and change this review to a higher rating.

I am so sick of the customer service here

Edit : nobody ever bothered getting in touch after the comment below. Since then they have sent me two multi point mechanisms which I did not ask for, for which they refuse to give a refund even after I sent them back. I've since asked for the mechanisms to be sent back to me again, as I've paid for them and they will not refund. Now they are ignoring my emails and if I phone up the employee I need to speak to is always busy. Basically, don't use them.

I have been a customer for many years and I am always impressed by the great service provided by Duffells

Used to brilliant, however lately they've been awful. Constantly shipping my products to the wrong Glasgow collection depot (4th time this has happened!) 20 minute drive in the wrong direction each time and the staff don't care.

A few of my deliveries haven't arrived when they were supposed to be, so staff 'refund' my delivery charge, only for this to then sit on my account as money owned by me... Despite it being a cash account!

Amateurs!

poor delivery system, I used to use Duffels many times because it was great knowing a time window for delivery.
Nowadays you don't get notified and sometimes doesn't deliver nxt day has promised.
Stop taking short cuts and start getting delivery system sorted or you will lose regular customers , especially to Aldridges

Ordered 130 pound lock for next day .never arrived a week later no refund poor customer service .said dpd lost but won't refund me till item is returned but you lost it ..my customer screwing I'm not happy do not use company they don't care fraud taking money and not providing product

In the past, Duffells have been a good company to order from. I have had reason to return a couple of products over the years and I was issued with a no quibble refund.

Terrible service , orders either don t arrive or arrive damaged . Used to be a good company but really gone downhill fast

If you like being called 'mate' this is the place to call.
God I hate the lock industry.

Good staff, Mathiew - Ben - Lee, very helpful and they knows what they doing. 5 star +

Used them for years spend thousands with them every year and the constant picking of product's and getting orders wrong costing everyone but them selves money is a joke . Would not recommended....

They have done a lot to address issues which were letting them down. I like the locker delivery and this is a major plus for me.
There are a couple of things which I find irritating like ordering say at 11am then again at 12 and cantput the order together so two delivery charges.
The specials are always glad to help and technical.

My rate is 4.
5 stars for guys at the Trade Counter.
3 stars for sales team.

I have used Duffells for over 15 years. I am a cash account holder, so that means I pay as I go. They have often messed up deliveries, and instead of offering you a voucher for the inconvenience, their accounts department try to charge you for their mistake, and come down heavy and freeze your account for there mistakes. It took me 2 months to convince them they sent a delivery once, yet they tried to charge me twice. Sadly they have the parts and we don't, so am forced to use them, but certainly would not recommend them.

I reluctantly give this Company one Star as its the least i can give, if you want sheer rudeness, incompetence and staff who pass the Buck this is the wholesaler for you.
If you want your customers inconvenienced on a daily basis again Duffells is for you.

If you want a company that sends out its own Marketing material to poach your Customers these are ideal, oh and they will breach your data protection, the Sales staff have very little knowledge, i would suggest they change the Staff more times than your underwear.

It is only my opinion but my advice is to avoid this Company as they will not do your Business or reputation any favours.

My company AES has been using Duffells for well over 10 years, the service has always been first class weather you're placing a bulk order or looking for a one-off special, the staff at Duffells couldn't be more helpful. Would not hesitate to recommend!

Great products and prices.
Fast delivery. HAPPY CUSTOMER

5 stars to trade counter but overall takes it down to total of 4 . :)

Hopeless. Described the part I needed, was told they had one in stock and I'd need to make an account to get more info. Duly got the account setup and phoned again to try to buy the part, it THEN turns out they had contrived to totally get the wrong end of the stick; they don't stock the part I need and didn't offer to special order it either. Say they "don't know too much about [it]"!!

really good, i was once on the toilet doing poops and i thought duffles really good then my poo came out like the duffells logo

Useless product as the keys can only be ordered through one locksmith. All other keys systems I have worked with allow you to nominate multiple people to order replacement keys.

I'm now having my locksmith remove these and replace them at his cost. Avoid problems for your clients and go with another brand.

these people are like vultures. ever other day I'm having a call to see if I've made a decision on ordering from them. all my other suppliers don't repeatedly call me so why do you.
always asking me what price my other suppliers have given me for certain products so they can match them and then when they fail to match them they make up some lame excuse about product quality.

I have been a customer for 17 years. But they have gone down the toilet...I have been told that you can buy levers from them but your not allowed to fit them, as that makes any warranty lid. So as a qualified locksmit of 20 years I don t know how to take the back of a lock case. Anyone got Aldridge number please. Don t worry found it.... waste of space.