Schlage Reviews 

You could never get through on the toll-free line that rings four times and quits ridiculous My lock will not connect to the internet I change batteries and I can't get it to reconnect nobody answers the phones ridiculous

Schlage is the worst of the worst. I made the sad mistake of buying 10 Schlage wifi deadbolts. They are going into the garbage. They don’t work. They have needed firmware updates for a year, but they have not been able to update and Schlage has no idea as to how to fix the problem. Also, the locks say that they are locked when they are unlocked and that they are unlocked when they are locked. And, to make matters worse, Schlage does not have technical assistance. The only thing they have is a form that you fill out. They will mail a reply after five to ten business days. Schlage does not provide a phone number or a chat for technical assistance. If anyone is stupid enough to want Schlage wifi deadbolts, you can get them out of my garbage.Schlage is obviously a company that could not care less about its customers.

I purchased three Schlage Sense Smart Deadbolts because I trusted the brand and needed reliable remote access for my rental properties. Instead, all three locks suffered the same critical flaw: when connected to WiFi, the batteries drain rapidly and the lock shuts down completely — leaving guests locked out with luggage and me scrambling to fix emergencies across time zones.

I’ve spent hundreds in replacements, labor, guest refunds, and stress. I opened a support ticket, was promised a response within 24–48 hours… and then heard nothing for more than three weeks. Phone numbers lead to automated loops with no help and no humans.

A smart lock that can’t stay powered — and customer service that won’t respond — is a deal-breaker. I strongly recommend looking elsewhere before investing in Schlage products.

Installed the Schlage Ease S2 on our front door and the finish on the keypad cover started bubbling/peeling after normal outdoor use in full sun. Support confirmed the Ease S2 only has a 2-year warranty for finish. Really disappointed with durability and the warranty coverage. Wouldn’t buy again.

I contacted the company with a 8 year old Camelot handleset. It had become hard to open the door from the outside. When I took the set apart it was clear that some of the internal part were close to woren out. The company promised limited lifetime warranty. They lived up to the promise and sent me a new set.

Purchase their most expensive Encode Plus home lock because of the advertised tap to enter function with using a iPhone or Apple Watch. Installed lock in under an hour. Have spent 16 hours attempting to utilize the above function only to find out I will need to purchase an Apple TV or Apple HomePod which was never stated by the advertised information or store salesman. I could have purchased a lock at half the price with the same function I have now. A combination door lock. The customer service was worthless. Told me to uninstall the lock and return it if I still had my receipt. This false advertising of the tap functions need to be brought to future customers attention so they can make an educated decision and not be mislead.

Horrible company. Horrible customer service. Do not touch with a ten foot pole.

Would be minus one if possible.

Bought a Schlage Encode Plus a lock for over 400 euros. But the part that mattered the most (the bolt itself) wasn't in it. I've bought it in december, and till now no one can send the part that is needed. Schlage told me you need to go to the international page as they cannot do anything for dutch customers. The international page never responds. I never seen such a bad customer service and would never buy something from them again. Feels like a scam, which is odd for such a big company.

I purchased a Schlage lock set from Amazon. It broke during installation, but Amazon did not offer an option for replacement or refund. I had to go directly to Schlage. The process wasn't exceedingly bad, but it was by no means easy. Here's the kicker - they required the broken lock to be returned to them AT MY EXPENSE! That's my definition of poor customer service.

The customer service is asking me to disassemble my electronic lock to tell them the color of a wire. Maybe that’s ok but they don’t provide explicit instructions, just a vague picture of a wire. No reason to count on their warranty. Used to be the best company. Sadly now garbage.

Bought a Schlage FE595 electronic lock last year at Lowes. We have followed the instructions to the letter but have never been able to change the personal code. We are seniors, and this has been very frustrating. In a medical emergency last week, we had to give house cleaners our combination. Now, for security we need to change the code, but it is impossible. We contacted customer service & as of yet, no response.

I have had a keypad lock for several years. It one day, wasn’t working correctly so I contacted the company. They verified I bought the lock and immediately sent a new lock without any hassle. It came quickly and I was very pleased with the customer service and ease of resolving the problem.

Bought a Schlage handle and deadbolt from a local locksmith (brick and mortar store). They have been in business for 45+ years and sell Schlage, have displays, etc. The reputable door installer did his best to make the deadbolt tight in the handle. It wiggles when locking and unlocking. He tried and we tried with advice from Schlage, but to no avail.
Schlage told us there is no warranty because we did not buy it from a recognized dealer, in other words, a big box store. If someone sells your products for that amount of time and you are willing to supply them, stand by your warranty. Which was included with the handle and deadbolt !
Never ever a Schlage, again !

Exact same thing as the other people on this site who bought Schlage locks. I bought two. Every month or so they just don't work. You replace the batteries. It works for a little while and then stops working. I am extremely frustrated with customer service. They demand so many pictures and troubleshooting and answers to questions. Just to tell me they will only replace the locks with the exact same ones and also won't refund my money. What a scam.

We installed Schlage handles & locks on our doors when we moved in 12 years ago. The moisture and sun eventually had the outside handles looking bad. I contacted Schlage and found out they have a lifetime warranty so they sent me replacements for free! Was surprised since the only problem was cosmetics. Since then, I went to buy more for the other doors that had Baldwin locks. Baldwin was going to charge me to replace them. Schlage stands behind their product.

I purchased two Schlage keypad locks one deadbolt and one lever at Ace Hardware. After installation, the deadbolt didn't work properly. I contacted Ace and they instructed me to contact the company to make a claim and get a replacement. I submitted a claim - I didn't see their email reponse for a few days so they marked my claim as resolved. I requested the claim be reopened and they required I schedule a call with a tech support person to move forward which I had to schedule almost two weeks out. They confirmed by email that my claim would remain open until my scheduled call. Then after a week they notified me again that my claim was resolved. It's now been 6 weeks that I don't have a properly functioning deadbolt for my front door - can't put the old key deadbolt lock back because we had to drill out a larger hole. I don't want to spend another $150 with this awful company. I paid more thinking I was getting a reliable, quality product. With all to deal with living on the edge of a fire zone, dealing with Schlage has been beyond exasperating.

Dad was having a medical emergency and the lock totally timed out and wouldn’t let me inside. We had the smart version, and there was no way for me to get inside to access a phone to dial 911. I could hear my mom screaming for help but was helpless to do anything. He died. Maybe that extra couple of minutes it took me to go to the opposite side of the house and back to the other when I got inside could have saved his life, who knows. After this, we requested locks that weren’t ‘smart’ and didn’t need wifi or a signal connection (the other ones apparently didn’t either but here we are). Yeah, they don’t work either and time out literally the same, and won’t open if you don’t let them fully unlock, it times out the lock and you have to put the code in. The slightest pressure on the door before it’s completely open makes the locks freak out and just not work. The absolute WORST LOCKS EVER. And company doesn’t give two rats about you or your problems. Don’t buy. If I could rate zero stars I would.

Have had this brand of door handles/locks for years. Purchased two new sets for two new exterior doors. Had an issue with the deadbolts not fitting the ornamental bezel. Sent multiple emails in to customer service and called three different times and was on hold over two hours and just gave up. Email response over a week later and none of my questions answered. A generic reply from Katie. I sent a reply and the next email received was that my “customer service question was resolved and my ticket closed”. They did absolutely nothing. Katie might even be AI as the response was generic. Beyond terrible and a learning lesson for me to skip this brand moving forward. Zero effort in customer service. Embarrassing!

Do NOT Buy a Schlage Lock – Worst Experience Ever!

I can't express enough just how deeply frustrated and traumatized I am by my experience with Schlage locks. This has honestly been the worst product experience I have ever had in my entire life, and I wouldn't wish it on anyone. Buyer beware!

Over the course of 8 months, I went through five of the same Schlage lever locks. Each one malfunctioned in some way, and I’m beyond frustrated with the constant cycle of buying and returning defective products. Here's a breakdown of my experience:

The first lock malfunctioned almost immediately. I returned it and bought a new one, thinking it was just a fluke.
The second lock lasted only five months before it stopped working too. At this point, I had to reach out to customer service, which was a complete nightmare. Every time you call, you're forced to wait 45 minutes minimum just to speak with someone—if you're lucky enough to even get through! And when you finally do, they just direct you to the warranty team, which can only be reached by email.
The warranty team is a joke. It took at least two weeks for them to reply to each of my emails, and each time it felt like I was talking to a completely different company with zero regard for customer service. They eventually sent me a replacement lock that didn’t work at all. So I had to buy another lock just to have something functional in the meantime.
The third lock lasted two weeks before it stopped working as well. At that point, I was completely fed up.
Finally, after a long struggle, the warranty department agreed to a refund. I had to send back my original lock and their faulty replacement. But this didn’t end there. They sent me to yet another company for the refund process, where I had to create a profile, wait for approval, and then receive an email from Citibank to process my refund. This process was incredibly complicated and time-consuming. After I submitted my bank info and received a confirmation that everything was successful, I was told days later that the refund was rejected. I double-checked my info, and I know for a fact it was entered correctly. I even tried PayPal and faced the same issue—Citibank kept saying my info was wrong, which was completely false. Now I’m left trying to get the refund through my debit card option, which they claim is instant, but I’m still waiting.

Schlage’s customer support is an absolute disaster. I cannot stress enough how terrible the service is. It's clear they prioritize advertising and fake reviews over actually providing a functional product and customer service.

I own multiple rental properties and have locks from other companies like Kwikset and One Key, which have worked just fine—no issues at all. I thought Schlage was supposed to be the best, but clearly, it's just a marketing gimmick. I'm beyond disappointed and completely traumatized by this entire ordeal.

Do yourself a favor and avoid Schlage at all costs. If you don’t believe me, just try calling their customer support and see how long you’ll be on hold. Never again will I buy anything from Schlage.

Schlage Encode Plus. Just over a year old.
Batteries were low. Put fresh batteries in. Worked for a day then stopped working. Updated firmware, factory reset, did all the things recommended by Schlage. No display, no sound, no lights. Cannot do reset or anything, has fresh full voltage batteries. Emailed customer service with pictures. Reply-Because of the volume of inquiries, this can take between 5-10 business days to respond. 16 business days later, still no response. (Canada)