Safe.co.uk

I recently placed an order for a safe through Safe.co.uk and, while I’m still awaiting delivery, I felt compelled to leave a review purely because of the incredible service I received from Tracey in Sales. The ordering process felt a bit heavy with forms and logistics, and honestly, I was close to reconsidering. But Tracey’s warmth, professionalism, and genuinely lovely manner made all the difference. She’s the only reason I went ahead with the purchase. Tracey is a true asset to your company—absolutely amazing!

Terrible customer service. The lock I ordered from them was delivered slightly damaged, I offered to fix myself if they would send the inexpensive replacement part and guarantee replacement if unsuccessful. They would not. I bought a pair of 3 star avocet keyed alike thumbturns, relatively expensive and I expected much better for the cost. They would not offer any solution to secure my house while I returned the lock for repair, at my own cost - it was already installed, was I supposed to leave my front door without a lock?!? They could’ve sent a keyed alike replacement, then accepted my return and done. They rather find any excuse to refuse you and put up as much hassle as possible throughout. It should’ve been such an easy thing for them to address but the customer service team were awful about it. They even tried to blame it on me and said that I’d already invalidated the warranty by touching what they claim was not a user serviceable part (this is not documented anywhere nor is a full user manual available anywhere). Avoid.

I ordered a pair of the largest Phoenix Fire Ranger cupboards from Safe, opting for the paid indoor delivery service (rather than the free kerbside delivery), with the total cost running into several thousand pounds. On the day of delivery, a two-man crew from the specialist courier Bishopsgate arrived. They took a brief look at the storeroom, concluded the cupboards wouldn’t fit, and left without making any real effort. Moments later, I received a call from Safe with an ultimatum: either accept delivery immediately or pay £614—£307 for the failed delivery and £307 again for redelivery. I had already paid for the indoor delivery, but they insisted this was a separate charge for the failed attempt. I explained that I had carefully measured the space and was confident the cupboards would fit. I even offered to have our contractor immediately remove the door and threshold—at our own cost—to make it easier. I asked for just a few minutes to confirm with the contractor. Safe said they would wait, but within minutes they claimed the crew had already left and insisted the £307 failed delivery charge now applied. I was furious. Over the following weeks, I stayed in touch with Safe. To their credit, they agreed to send a Bishopsgate surveyor—at their own expense—to assess whether delivery was in fact possible. When the experienced crew member visited, he was visibly surprised and exclaimed, “Who told you it wouldn’t fit? They must have been inexperienced.” This confirmed that the original refusal had no real basis. Despite this, Safe told us a three-man crew would be needed for redelivery, and they would have to charge us again—this time £294.67, as part of a cost-sharing arrangement. At this point, I looked into alternatives and found that Viking Direct offered the same cupboards with free indoor delivery. I asked Viking whether they would charge for a failed delivery if access was an issue. They reassured me by sending a detailed access questionnaire, which I filled out and returned. Then came the most shocking part. I received an email from Safe saying that Phoenix had informed them I’d been making enquiries with another retailer. I was horrified. This kind of information sharing is completely inappropriate and undermines trust. Ultimately, we were held to ransom by Safe. They refused to refund the £3,000+ we had paid, so we had no choice but to pay the redelivery fee. We also paid contractors to remove thresholds, doors, and cable trunking in order to best accommodate the re-delivery team's efforts. When the three-man crew finally arrived, one of them sulked and walked off partway through the job because he found it too difficult. A separate contractor who happened to be on site for other work kindly stepped in free of charge and did the job of the third crew member. He even suggested removing the cupboard doors to make it lighter—something Bishopsgate’s team didn’t think to do. Thanks to him, we finally got the cupboards in. The whole experience was appalling. We ended up paying £150 for the initial delivery, another £295 for redelivery, additional contractor fees—and three months of stress, disruption, and frustration. Safe maintain that they went to great lengths by covering the survey and the initial delivery costs. But in truth, we should never have been made to pay for redelivery when the failed attempt was due to Bishopsgate’s inexperience and unwillingness to try. In my view, Safe and Bishopsgate all share responsibility for this breakdown. But my contract was with Safe, and they failed to protect the customer or take accountability when things went wrong. For this reason, I cannot recommend Safe. In hindsight, I would advise anyone considering them to purchase from elsewhere.

Brilliant Service - I was looking to order a Bulldog clamp for my trailer and phoned the number on the website; was referred by the operator to an email address to ask my question about ordering the correct size. Immediately got a response with a link to the product. Delivered in 2 days and fits perfect and is the high quality Bulldog product I wanted. Like I say, Brilliant!

HIGHLY RECOMMEND! I bought a Phoenix safe from these guys. I got the choose the day it was delivered (for free) and it arrived damaged, probably on route. I contacted them and they arranged a replacement to be sent out again on a day of my choice and the original collected at the same time and this one arrived in perfect condition. Price was competitive and customer service was excellent.