To think that they can’t refuse to refund me

[Sashkin]

We changed a lock last week and needed extra keys for DM, NDN etc. SO I went to our local key cutting place, Timpson’s (Dog Kennel Hill branch, SE5) to get some made yesterday.

They didn’t fit in the lock. I took them back in the afternoon and they re-cut them. Same problem. So DH went back this morning with the keys and receipt and asked for a refund. The guy was really aggressive, and said it was nothing to do with him because he hadn’t been at work the previous day.

DH said he never said it was the guy’s fault, but he still needed a refund. Man in shop then says his card reader isn’t working. DH says fine I’ll have cash then. Man in shop then blows up, comes out from behind the counter and says he doesn’t like DH’s attitude, to get out of his shop and not come back.

We’ve had the keys cut elsewhere (worked fine first time). Won’t be going back to Timpsons (and I’ve spent plenty in that branch on dry cleaning etc over the years). I’ll dispute the transaction on my credit card because I’m not going back in there to be physically threatened by some power-mad arsehole.

Is this people’s general experience of Timpsons, or is it just Dog Kennel Hill branch? The woman in the nice key cutters just nodded and said “Was that at Timpsons” when I told her the story so obviously infamous locally...

When I had keys cut at Timpsons they told me if I had any problems at all, even them just being a bit sticky in the lock, to take them straight back.

Please contact Timpsons head office about this. Afaik Timpsons take customer service very seriously.

I've only had good experiences with Timpsons, but I've heard horror stories about other branches

They’ve always been completely fine with us up until we asked for the refund. Then the guy just flipped out.

Timpspns round here are fab. Will recut keys as often as it takes. Went out of their way to help me with DD’s tap shoes. I would report to head office xx

we've had issues with mu;tiple different Timpsons branches (keys not fitting, argumentativeness when we went back for a replacement.. the replacement never quite worked properly). not sure why we ever used another branch the second time, but very similar story.
i would never go back again!

Exactly the same as you, minus aggressive staff but different branch. Got keys cut, just went round and round in the lock. Took them to our local branch who re cut them no problem.

I think Timpsons are franchises. In my town there are 2 quite close together. One branch is lovely, and the other is staffed by arseholes who act like they're doing you a favour by overcharging you.

Timpson’shas a specific policy where they allow all employees to spend up to x amount to rectify a mistake precisely to try to ensure situations like this don’t happen. Their website asks for comments on customer service.

I don’t want this to come out the wrong ways as I really admire that Timpson’s do this.... but a huge number of their staff are convicted criminals. They hire them as part of an out-reach thing to give them a second chance. The only ones they won’t hire are sex offenders. They do hire violvent criminals though. And occasionally, some people coming out of prison and going into work aren’t actually rehabilitated and can still be a bit of a menace.

It’s possibly you had one of them serving you and he simply isn’t ready yet to deal with customer complaints on his own yet. It could also have just been a member of staff with bad customer service skills and s bad temper, but it’s always possibly that it’s an ex-con who is not quite there yet. So I would put in a complaint about his behaviour, as if it is that scenario, then they can provide him the extra helo and training he needs.

I had a duff experience so I contacted Timpsons Head Office. They take customer experience REALLY seriously and area manager called me back and resolved it.

Super impressed.

Let them know- they will sort 😊

I use the Euston station branch and the Croydon branch, and have never had a problem, may be individual branches.

I met John Timpson once at an event
He spoke very extensively about how important customer service is to the company and him personally
I think if you contact HO they will take it seriously

DH is a locksmith, he wont go to Timpsons because their training is hit and miss, some staff are great but others really aren't.

I would always support Timpsons because of their very benevolent and atheistic approach. As well as helping rehabilitate prisoners Mr and Mrs Timpson senior have fostered many many children over the years and their son was children's minister until he lost his seat in the last election.

I went to have a new car key done because ours had snapped off. It didn't work, so the man asked me to go to the next nearest branch as the man there would know how to fix it.
Got there and he was very rude, said it wasn't his problem and he didn't know why the other man sent me. He reluctantly agreed to have a look at it when I complained but was constantly huffing and puffing and muttering under his breath. Then said to go back the next day, which I did, and took DH with me. He still couldn't sort it so we asked for our money back and he refused, got aggressive and even followed us outside shouting at us! I never actually got round to complaining as we had a lot on at the time, but it was appaling!

Clearly you can't sell people things that don't work and keep their money unless they want a slap. WTAF.

Also, my head is spinning at the suggestion a key cutting service is intentionally employing ex convicts, who may well be recidivist thieves etc. WTF wouldn't cover that one.

I've shopped in many branches of Timpsons over the years, and only had good experiences.

I always have excellent service form them tbh.

Were you actually there to witness what happened or is this your husband's versions of events? Is it possible he seemed threatening?

I'm not a lawyer but I know enough law to know you're entitled to a refund if the goods aren't of merchantable quality, which your keys obviously weren't.

I've had several experiences of keys (from independent shops, not Timpson's) needing to be recut because they didn't work first or even second time, but nobody's ever quibbled.

Also, my head is spinning at the suggestion a key cutting service is intentionally employing ex convicts, who may well be recidivist thieves etc Most offenders go back to crime because they can't find work. Timpsons also gives money to adoption charities. They seem alright

They are still a private company owned and run by the Timpsons. They put a great deal of importance on customer service.
Timpsons round here are great but I’ve had one poor Timpsons experience, a booth in a local Tesco, a real jobsworth and horrid man. Timpsons were very helpful and wanted to know about my experience. I haven’t been back there to see if he’s still there.
I’d make contact with Head Office, I’m sure that they’ll be helpful.

UneMoonit - Timpsons are one of the leading employers of ex-offenders. How do you think asking an ex-offender to cut your key or mend your shoes is going to lead to you being burgled? It's usually a cash transaction and you don't give them your name or address.

Timpson definitely have a policy of being happen to hire people with prior convictions! People who commit crimes are much more likely to return to crime if they can’t earn a living because of their criminal record.

@UneMoonit

It's not a suggestion... it's what they do. Quite well publicsed; they don't hide it. As said above, most people with convictions return to crime because they cannot get jobs. They still have families, they still need to earn a living. And I applaud a nationwide company for making a huge difference to our society. If they were hiring so many, we'd have a hire re-offending rate and even more people on benefits.

They certainly don't seem to be posing any extra risk when it comes to key cutting; if that were the case then it would be all over the news that so many of them are duplicating keys and breaking in. They don't.

It's a good thing they are doing. But some of their staff might just need a bit extra support.