Returned a lock to them as it was incorrect. Had to call to request a refund even though I know they have had it for a month. I spoke to Sam who was extremely rude and patronising and spoke over me the whole time. I wanted some paperwork to support the payment that was going into my bank account as we are VAT registered. There was a re-stocking fee which I wasn't happy about but couldn't be bothered to argue this point. According to Sam she had spoken to the "computer person" and they said that they couldn't do it but she would see what she could do. I then was copied in to an email from LocksOnline Support which asked someone called Jack to "draft something up or even raise it in quick books then delete it" Just spoke to Sam again on the phone and she says that no-one from accounts is in at the moment and apparently no members of management either and asked me to draft an email. Please do not deal with these incompetent people.