Banham Kensington

"Banham has lost is way as a company. The brand is strong, but the customer service is non-existent. Banham outsource email responses to overseas with a 24 hour response time. You will be on hold for at least 10-20 minutes if you call them. I was locked out of my house and requested a locksmith. They sent a keyholder with my spare key. I followed up to get a locksmith. The time of arrival for the Banham locksmith moved back from 7:30pm to half past midnight over several calls. I cancelled and went with another solution and was in my house 30 minutes later. When I had a fault on my burglar alarm, it took 6 weeks to arrange attendance to address it and then there was a new fault two days later. I emailed them requesting assistance. I then had a missed call as they called me to say the alarm wasn't working and bothered my emergency contact with the same issue. When I called to explain that they were already aware they seemed pretty disinterested and I spent 20 minutes on hold fruitlessly before they took my details and said someone would call me back. I am paying them almost £800 a year for this. Awful."

"Customer support is horrific. I don’t think it remotely matches any other service I subscribe to in how poor it is. Most recent example. You get five email notifications and five text messages with different appointment ids. So lots of spam. The date does not work. You email them to tell them the date does not work for you and you can only do Monday or Fridays. A person responds with a different date. It’s neither a Monday nor a Friday. You point that out to them. They reply again with a Friday - no apology for either the spam or the wasted time. Then you arrange. A few days pass. You get another five emails and five text messages for a date. It’s a Thursday. You call them. 20 minutes on the line, cannot get through to maintenance. Switchboard tells you to give up as no one will pick up. And you pay thousands of pounds for this “service”. I will be cancelling my subscription and switching to an alternative."

"Banham presents itself as a premium security provider, which makes this experience all the more disappointing. A confirmed installation was cancelled the evening before the appointment, after I had already rearranged my day to accommodate it. The visit was then rescheduled, and once again nobody attended. When I called to find out what was happening, I was left on hold for over twenty minutes, only to be told there had been an “error” without any meaningful explanation or clear accountability. The issue is not simply that appointments were missed, though that is frustrating enough. It is the wider lack of communication, ownership and basic professionalism in handling the situation. For a company operating at this end of the market, one expects far better planning, far better customer care, and certainly far more respect for a customer’s time. I have been a long-standing customer and have previously spoken highly of Banham, which makes this particularly regrettable. On this occasion, the service has fallen well below the standard the brand claims to represent."

"I have been to this store multiple times over the last few months to key copies of keys cut for the business I work at, and William has been a delightful help each time I have attended. He is charismatic and kind, and knows his stuff when it comes to the keys."

"Great experience from a very first minute. Every client is greated by the team. On Tuesday there were 3 team member, one cutting, one serving clients and one selling the product. Very well managed and organized workshop. Everything was made very clear, assisted with some paperwork."