Chris S.

It all started off so well, I spoke to a very pleasant lady who was knowledgeable and shared with me what I should get to cure the situation with the broken lock on my transit custom after an attempted break-in. The price was fine and everything went well with the delivery etc. I booked it in with my trusted local mechanic to fit the lock.
Today the mechanic rang me to say that he was having issues fitting the lock. I gave him the contact number for Garrison Locks. He contacted them and spoke to a director "Richard". This is where it started to fall apart, Richard was insisting that the customer had ordered the wrong lock and could not find the order.
After hearing this I started a group call with Richard the mechanic and myself. Now they can find the order and they now realise that it is their mistake for sending out the wrong lock. Richard Refused to send out a replacement lock free of charge, he would only send out a replacement lock if I paid for another or returned the original back to them. He said they would refund postage in this case.
My problem is that I have £14K of tools in this van and now have no drivers door lock in place. The van has had to have holes drilled in the door to accommodate the protection plate. I am led to believe that the replacement plate will not have the same centres as the original supplied, thus potentially ruining the door skin on a 2018 vehicle. I will have to put the van in secure storage until the locks are sorted out and I will not be able to use the van in the business.
The cost of this mistake on their part to me is going to exceed £1000 loss of income in a couple of days and incur further costs of van hire at the least. Richard was very unsympathetic and said it happens a lot and they do not send locks out to replace the ones sent in error as the customers don't return the original locks. He went on to say that they have thousands of pounds owed due to people not returning locks. I very strongly told him that this was not acceptable and I would write an online review to say this. This had the effect on him which was surprising, He said that "If was was going to speak to him like that then he would finish the conversation and hang up". He Did!
So I am writing this review so other people can be aware that Garrison locks obviously from what they have said regularly dispatch the wrong locks despite having all the correct vehicle information and they just don't care about the cost implications to their customer when they get it wrong. This was a good opportunity for them to make a gesture of "good will" especially as I have already recommended them for their customer service and they have had at least one order from a colleague on my personal recommendation. Buyer beware! They really don't care as long as It costs them nothing. My advice is to get your vehicle to a professional vehicle security company and get the work done as it could cost you far less in the end compared to buying a DIY kit from Garrison.
Chris Scramell