Timpson - www.timpson.co.uk

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“Shoddy security key cutting and combative staff”


written by anon12371 on 16/10/2018

I have had two really negative experiences with the Dunstable/Skimpot lane branch of this store. I went into this store to ask if they could cut a security key for me to give to my son. The security key code card had faded and the numbers were not all discernible but the man in this branch said it was not needed and that it would cost £25 to cut. I asked him how often the keys worked - in other words, were they ever cut incorrectly. He looked at me quizzically and said no. Very few customers he said had to return to the store due to mistakes. As far as I was concerned the cost of getting this key cut was expensive so I wanted it done correctly. My son used the key on three occasions and on the fourth occasion - last week - the key got stuck in the door. This happened at about 8pm. I was frantic thinking that I was going to have to call out a locksmith to pay for a new lock. Eventually after about 20 minutes of tugging using pliers it came out bent. The next day I phoned the same store to tell the man what had happened and he was very defensive and said that my son must have damaged the key for it not to have worked on the fourth occasion. My son is not a child. He is a grown man and every other key he has works perfectly fine. I took the flawed key to another Timpson store which was a store and not a portakabin. Two of the staff there thoroughly examined the key and showed me that the key had not been cut correctly. They outlined the flaws to me and told me to return to the Dunstable branch and show them what they had shown me. I went back to the portakabin store yesterday and there was a different man. He was also combative and tried to say that the key must have been damaged by my son even after I showed him the cutting flaws which had been pointed out to me. He also said to me "The key is bent". I responded "I already told you the key was bent from the minutes spent trying to pull it out of the door with pliers". He then asked for my receipt to issue a refund. When I gave him the receipt he asked for a second receipt to prove I had bought a key. The receipt I had given him was the only receipt given to me which had the words "Timpson on and the price - £25". He then asked why I had paid £25 for the key when it was £20. I simply could not believe it. He had a Timpson receipt in front of him and rather than query why I had been overcharged he queried why I had paid £25 (as if I was in control of determining what the price should be). Then when i presented my credit card - he said "That wasn't the credit card you used to buy the key". My jaw fell. It was clearly the same credit card. He simply had not read the last four numbers properly. One problem after another after another. Firstly the store said they had a no quibble return policy if something is faulty. No they do not - they blame the customer for their shoddy workmanship and want to battle you in order not to provide a refund. Then they overcharge you for the key and then query why you were charged £5 more as if you forced the shop worker to charge you more! This shop also cut a security key which I now understand that are not permitted to do without with the key code or proof of tenancy. Then they query the very receipt that they have given you. I will never use this store again. Never!

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