ComplaintsforSentry Group Inc.
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Complaint Details
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Initial Complaint
08/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased my sentrisafe online either end of 2021 or early 2022. Mis-laced combo. Com-legend online request and paid $31.75 for sentry to send this info to me. BYW, I did included my safe serial number with my request. I have resided nothing. No contact whatsoever. I would either like to receive my sages combo., or full refund to my original payment source.Business response
08/25/2023
Good Afternoon,
We apologize for any inconvenience, we did receive your order and attempted to send the combination by email, however, there was an error in the system. We will have an agent contact you by phone by end of day to confirm your email address and/or work on a resolution as needed.Thank you for your patience,
****************
Customer Solutions Supervisor, ************************
***********************
****************************************************************************************
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | PinterestInitial Complaint
07/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Brand: Sentry Safe Model #SFW123GFC S.No. B06917307*My home got burgalarized July 4th 2023 and this safe was broken into. It was frustrating to see there was no evidence of tampering and it was opened without much effort. A simple ****** search of sentry safes reveals so many videos including one from Mr. ********* that shows hockey puck magnets can be used to easily bypass the solenoid made of nickel. Master bypass key was also in the closed position I tried closing the safe for disposal and when I input the passcode the green light to proceed comes on but the safe does not open. The handle seems to slip and I can't hear the solenoid noise. Was wondering if you are aware of the issue that causes it and if you would like it shipped to you for further analysis.The entire contents of the safe including jewelry were lost. Wanted to let you know of this product issue so that gullible customers like me using this safe don't get vandalized in a burglarly Given these safes cost $200-400 and they cause customers to loose all their hard earned valuables they store in the safe its high time a class action suit is filed against the manufacturerCustomer response
07/11/2023
My home got burgalarized July 4th 2023 and this safe was broken into. It was frustrating to see there was no evidence of tampering and it was opened without much effort. A simple ****** search of sentry safes reveals so many videos including one from Mr. ********* that shows hockey puck magnets can be used to easily bypass the solenoid made of nickel. Master bypass key was also in the closed positionI tried closing the safe for disposal and when I input the passcode the green light to proceed comes on but the safe does not open. The handle seems to slip and I can't hear the solenoid noise. Was wondering if you are aware of the issue that causes it and if you would like it shipped to you for further analysis.The entire contents of the safe including jewelry were lost. Wanted to let you know of this product issue so that gullible customers like me using this safe don't get vandalized in a burglarlyGiven these safes cost $200-400 and they cause customers to loose all their hard earned valuables they store in the safe its high time a class action suit is filed against the manufacturerRegardsCiju**********Business response
07/11/2023
Good Afternoon,
Thank you for contacting us regarding your SentrySafe.
We apologize that you have been a victim of a burglary and recommend filing a police report if you have not done so already.
Based on the serial number you provided, this safe cannot be bypassed using the method described in the video. Only certain models and manufacture years were affected, you may check your Serial Number here at the following link: **********************************************************************.
While our warranty does not cover damage or items lost due to theft, we have emailed instructions for a discount offer on one of our new products at our website. Please reference your ticket number 230710-000412 for details.
We hope that this information will be of service to you. If you need further assistance, please feel free to contact our *************************** at ************** (Monday - Friday 8:30 AM - 5:00 PM CST) or email us at **********************************************.
Sincerely,
****************
Customer Solutions Supervisor, ************************
***********************
*********************************************************************************; 53154
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | PinterestCustomer response
07/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am going to test it using the hockey puck method before I accept this response.
Regards,
*****************Business response
07/20/2023
Good Afternoon,
Thank you for contacting us regarding your SentrySafe.
We apologize if you are unsatisfied with the information provided, however, based on your serial number, this particular unit was not able to be manipulated by the "hockey puck" magnet to gain access. As with any safe,they are designed to be a theft deterrent, and any safe can be defeated with enough time, knowledge, and in the right environment. Once again, while our warranty does not cover damage or items lost due to theft, we have emailed instructions for a discount offer on one of our new products at our website. Please reference your ticket number 230710-000412 for details.
We hope that this information will be of service to you. If you need further assistance, please feel free to contact our *************************** at ************** (Monday - Friday 8:30 AM - 5:00 PM CST) or email us at **********************************************.
Sincerely,
****************
Customer Solutions Supervisor, ************************
***********************
*********************************************************************************; 53154
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | PinterestInitial Complaint
12/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My husband and I bought a safe through this company about a year and a half ago. I have the manual and my combination to the safe. The safe has all of my important papers in it (birth certificate, marriage certificate, SS cards, my daughter's birth cert, my husband's passport, etc.). The safe is not opening and I have sat on hold multiple times trying to get connected to someone for over 45 minutes at a time. I looked up reviews and the poor reviews far outweigh the good reviews (almost 10:1). on ConsumerAffairs.com. The problem is that I cannot get ahold of anything to help me open my safe and I need my papers to renew my passport and get my daughter's papers for her passport.Business response
12/08/2022
Good afternoon,
We apologize for any inconvenience and will be happy to assist with this situation. We have reviewed this situation and have attempted to contact the customer by phone and email on 12/7/22. We are currently awaiting a response and will continue the next steps at that time to resolve the situation.
Your ticket reference number is 221205-001370.
Thank you,
****************
Customer Solutions Supervisor, ************************
***********************
6744 ************************* | *********, ** 53154
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | PinterestCustomer response
12/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear .]I have attached this business attempt to reach me. They did call 3 times in less than 1 minute (see attachment). The gentleman left me a message and I called him back after teaching my 1st hour class. It rang for 45 minutes with an automatic response telling me to wait until the next person can help me. This is the exact experience I had before I sent the BBB a complaint. I also checked my email and do not see one there. Calling someone 3 times in under a minute and claiming theyve made several attempts only further shows this company is not customer service friendly. To buy a safe and not be able to contact the company for help is just awful.
Regards,
*****************************Business response
12/09/2022
Good Morning,
We apologize for the inconvenience once again, we have made 3 attempts to call and sent 1 email on 12/7/22. We will attempt to call again today and will follow up with a 2nd email. If we are unable to reach you through phone or email, unfortunately you will need to call our *************************** for assistance.
Thank you,****************
Customer Solutions Supervisor, ************************
***********************
6744 ************************* | *********, ** 53154
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | PinterestInitial Complaint
11/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased a safe that was faulty. Ive called 10+ times to try and get ahold of someone to troubleshoot or resolve situation. Ive been having dudes getting the unit purchases to work as intended. I currently have several thousands of dollars and documents locked in there without a way to open. Ive done everything as described in regards to their site or any online forums. Ive emailed multiple times asking for a direct line since the **** number doesnt actually go to anyone at the company. Again Ive called multiple times just looking for a direct or answer hon how to resolve and I have yet gotten a real plane via phone and am getting redirected in circles when email customer support for this company. I need them held accountable for selling a faulty product as well as ignoring the issue afterwards. Product does not work as intended and they do not want to take responsibility for the issue nor even take the time to troubleshoot. Companies should not be able to sell if they cannot adhere to their own standards nor if they cannot ensure proper support. Company needs to be held accountable for their customer service center if I cannot get a response within a week after calling as much as I haveBusiness response
11/04/2022
Good morning,
After reviewing the situation, we had requested the safe serial number to identify the proper set of instructions for resolving the issue. Without being able to identify the safe, we were unable to assist. Upon receiving this complaint, we contacted this customer immediately, but the safe had already been destroyed to get inside. A discount was provided to the customer as a courtesy for their next safe purchase. At this time, we have closed this incident in our system.
Sincerely,
****************
Customer Solutions Supervisor, ************************
***************************
6744 ************************* | *********, ** 53154
P: ************ |
**********************************************
www.sentrysafe.com | ******** | ******* |
YouTube | PinterestInitial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have safe that will not openBusiness response
12/07/2021
Good Afternoon,
We have contacted the customer by phone and email in an attempt to work towards a resolution to their situation. Our record of the interaction can be referenced using incident number 211207-000789. Once we are in contact, we will proceed with determining a resolution.We hope that this information will be of service to you. If you need further assistance, please contact our *************************** at ************** (Monday - Friday 8:30 AM - 5:00 PM CST), or by email at **********************************************.
Thank you,****************
Customer Solutions Supervisor, ************************
***********************
**********************************************************
P: ************ | **********************************************
www.sentrysafe.com | ******** | ******* | ******* | Pinterest
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
137 West Foresthill Avenue
Oak Creek, WI 53154
Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.