Lockly support team rules. After 6 years my lock had a rare power usage issue and started draining its battery quickly. When I contacted the support team, my support rep, Ab, was a total professional... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Lockly are a responsible company that stands behind its great products. Their customer agent Emma.M has been fantastic - responsive and professional and resolved my enquiry. I will always buy Lockly p... See more
Company replied
My experience with operator (Xian N.). I am pretty tech savvy and I had been trying to reprogram my 3-4-year-old Lockly Vision. I followed all the prompts and I honestly was dreading that I would h... See more
Company replied
Persistent assistance. They call back every time I need help, and when I don't answer because I'm occupied, they leave a message and try again later. The reps are kind and patient. I like that I am ta... See more
Company replied
Company details
Written by the company
At Lockly® our mission is to make every door safer and more secure by pioneering control, versatility, and access through our smart locks and property tech cloud services. Shortly after completing his graduate degree at the University of California Berkeley, our founder recognized the potential for a Silicon Valley-based property technology company. This, along with decades of successful international high-tech manufacturing and development experience, has inspired Lockly's innovative global product portfolio.
Contact info
2024 Macopin Rd., Unit F, 07480, west milford, United States
- 4159109522
- biz@lockly.com
- lockly.com
4.9
Excellent
719 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
John was very detailed and very happy…
John was very detailed and very happy to help me through my struggles. He was very patient and helpful to do his best to help me out.
May 5, 2026
Unprompted review
Reply from Lockly
Thank you for sharing your experience! We’re so glad to hear that John took the time to walk you through everything with patience and care. It means a lot to know he was able to support you and make the process easier during a challenging moment. We truly appreciate your feedback and will be sure to pass along your kind words to him!
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Accessible help
Rating is based on the ability to get someone on the phone to assist. It was very helpful to have someone troubleshoot using shared screen and FaceTime.
May 5, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We’re glad to hear that being able to connect with someone directly made a difference. It’s great that the shared screen and FaceTime support helped troubleshoot the issue more effectively. We appreciate you taking the time to share your experience and are always here if you need further assistance!
Helpful adding my husband
He was very helpful but difficult to understand his accent.
May 4, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We’re glad to hear that you found the assistance helpful. We also appreciate you sharing your experience regarding communication—clear understanding is important, and we’ll take this into account as we continue to improve our service. If you ever need additional clarification during a call, please don’t hesitate to let us know—we’re always happy to help.
Rusel was great at answering my…
Rusel was great at answering my questions about the lock that I installed. Also, very helpful and patient with getting the proper information Lockly needed to replace the lock that was not working correctly.
May 5, 2026
Unprompted review
Reply from Lockly
Thank you for your thoughtful feedback! We’re so glad to hear that Rusel was able to answer your questions and guide you through the process. His patience and attention to detail in gathering the necessary information are exactly what we strive for. We’ll be sure to share your kind words with him. If you need anything else, we’re always here to help!
I was just about ready to throw this…
I was just about ready to throw this lock in the trash and Alex was super patient. She took over an hour of her time to walk me step by step through the installation. The lock works perfectly and I am so proud of myself for doing this with Alex’ help. Thank you again and I will recommend your company to everyone.
May 5, 2026
Unprompted review
Reply from Lockly
Thank you so much for sharing your experience! We’re incredibly glad Alex was able to step in and patiently guide you through the installation process. Taking the time to ensure everything was set up correctly—and giving you the confidence to do it yourself—is exactly the kind of support we strive to provide.
It’s wonderful to hear that your lock is now working perfectly and that you feel proud of accomplishing it with Alex’s help—that’s a win all around! We truly appreciate your recommendation and kind words. If you ever need anything in the future, we’re always here for you.
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Fingerprint scanner dead
In a few minutes after looking for assistance, an Lockly operator sent me a step-by-step through e-mail to solve the problem and it seems worked so far.
March 4, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We’re glad to hear that our team was able to quickly provide step-by-step guidance via email and help resolve the issue. It’s great to know the solution is working so far! If you run into any other questions or need further assistance, please don’t hesitate to reach out—we’re always here to help.
The quick response and detailed step by…
The quick response and detailed step by step instructions made it extremely easy to troubleshoot and resolve issue.
May 4, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear the quick response and step-by-step instructions made troubleshooting easy and helped you resolve the issue smoothly. If you ever need anything else, we’re here to help!
Lockly support team rules.
Lockly support team rules.
After 6 years my lock had a rare power usage issue and started draining its battery quickly. When I contacted the support team, my support rep, Ab, was a total professional and had a replacement lock shipped and in my hands at no cost in less than 4 days - love this company!
April 28, 2026
Unprompted review
Reply from Lockly
Thank you for the amazing 5-star review! We’re sorry to hear about the battery issue after so many years, but we’re glad our support team was able to step in quickly.
Ab will be happy to hear your kind words—providing fast, professional service is exactly what we aim for. It’s great to know your replacement arrived so quickly and got everything back on track.
We truly appreciate your support and loyalty—thank you for being part of the Lockly family!
The response and assistance is reliable…
The response and assistance is reliable and extremely supportive to troubleshoot no matter how long or hard it may be.
May 3, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear you found our response and assistance reliable and supportive throughout the troubleshooting process. We’re always here to help, no matter how simple or complex the issue may be.
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The live agent served me very well and…
The live agent served me very well and solved my problem. The AI needs some work, it was answering questions I didn't ask and it also hung up on me the first time I called. The live agent was great.
May 2, 2026
Unprompted review
Reply from Lockly
Thank you for your 4-star review! We’re glad to hear our live agent was able to take care of your issue and provide a great experience.
We also appreciate your honest feedback about the AI—this isn’t the experience we want for our customers, and your input helps us improve. We’ll continue working on making it more accurate and reliable.
Thanks again for sharing your experience!
The assistance team were good
The assistance team were good, following up and offering suggestions. I didn't give a five as the documentation and videos conflict with each other and give incorrect advice.
May 2, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We’re glad to hear our support team was helpful in following up and offering suggestions.
We also appreciate you pointing out the inconsistencies between the documentation and videos—this is definitely not the experience we want to provide. Your input helps us identify where we need to improve, and we’ll work on making our resources clearer and more accurate.
Thanks again for taking the time to share your experience!
Quick response via email.
Quick response via email.
Once issue was determined, customer support contacted me w phone calls to ensure all was taken care of!
May 2, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear you received a quick response via email and that our support team followed up with phone calls to make sure everything was fully resolved. We appreciate you sharing your experience!
Very kind the person who attended me.
Although I do not speak very well, attention and patience were the best, I appreciate the help and time to solve the problem, very kind the person who attended me.
May 2, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re very happy to hear you had such a positive experience with our support team. It’s great to know you were treated with patience and kindness, and that your issue was resolved despite the language barrier. We truly appreciate your kind words and are always here to help whenever you need us.
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Clarise was excellent rep
Clarise was very supportive and patient. Most importantly she was extremely knowledgeable. Smart worker and knows the details and nuances. Highly recommend her for a promotion.
April 30, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re thrilled to hear that Clarise provided such supportive, patient, and knowledgeable assistance. She’ll be very glad to hear your kind words and recognition of her expertise and dedication. We truly appreciate you taking the time to share your experience and recommendation!
I have three Visage locks and use the…
I have three Visage locks and use the facial recognition all the time. The installation was straightforward and the instructions were great. I really like the 3-4 month battery life. Their customer service has also been good.
May 1, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear you’re enjoying your three Visage locks and using the facial recognition feature regularly. It’s great that the installation was straightforward, the instructions were helpful, and the battery life has been meeting your expectations. We also appreciate your kind words about our customer service. Thanks for sharing your experience!
Greate customer service, thanks
Greate customer service, thanks.
All my concerns were addressed.
May 1, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear our customer service was able to address all your concerns and provide a great experience. We appreciate your support and are always here if you need anything in the future!
Patience an knowledge was top notch!
Patience an knowledge was top notch!
Thank you.
May 1, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear you found our team’s patience and knowledge top notch. We appreciate your kind words and are always here to help whenever you need us.
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Excellent knowledgeable support
The person I spoke with was extremely knowledgeable of their products, listened to what my requirements were and fulfilled every expectation I had.
I came away understanding exactly which product was best for my needs.
May 1, 2026
Unprompted review
Reply from Lockly
Thank you for the 5-star review! We’re glad to hear our team member was able to listen carefully, understand your requirements, and guide you to the right product. It’s great to know you left with a clear understanding of the best fit for your needs. We truly appreciate your feedback!
The LOCKLY Customer Support has been…
The LOCKLY Customer Support has been exceptional in providing excellent customer service! They have called and followed up on any issues I faced with my lock.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your kind words! We’re delighted to hear that your experience with LOCKLY Customer Support has been exceptional. Following up and staying connected until everything is resolved is exactly the level of service we aim to provide. We truly appreciate you sharing your experience and are always here if you need anything!
Lockly are a great, responsible company!
Lockly are a responsible company that stands behind its great products. Their customer agent Emma.M has been fantastic - responsive and professional and resolved my enquiry. I will always buy Lockly products knowing that they listen to their customers and act when needed. Well done!
May 1, 2026
Unprompted review
Reply from Lockly
Thank you so much for your thoughtful feedback! We’re thrilled to hear that you’ve had such a positive experience with Lockly and that Emma.M was able to assist you in a responsive and professional manner. Standing behind our products and truly supporting our customers is something we take seriously, so it means a lot to know that came through. We’ll be sure to share your kind words with Emma and the team. We appreciate your trust and loyalty—thank you for choosing Lockly!
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