Sentry Group

Original message I sent to Sentry Group: I recently purchased a safe and would like to purchase extra inside shelves. I called the customer care phone number and was on hold for 25 minutes. I then tried to order online and their website would not allow it. I tried calling back and get a message they are experiencing technical difficulties. This has happened 4 times. I then sent an e-​mail to customer care and receive a return e-​mail stating a project manager would call me. It has been a week and nobody has called. I sent another e-​mail and guess what NO response. This is a classic case of LACK of customer care. This is the response I got from Sentry:
Their response: Steveo,
Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!
My response is:
This is what I mean that your company does not care about customer care. My review does not meet your guidelines is a joke. I try to communicate with you and get completely ignored and lied to. Then you say my review means nothing to you. You guys are a joke.

CEO Jim Brush of Sentry Safe should be FIRED! My safe lost power last week and cannot get it to opened. When I call customer service number each day, all I get is there’s system problems and they can’t take my call. I have emailed customer service too. I cannot get a hold of anyone at this company. If the leadership of this company cannot service their customers, then I believe the CEO should be replaced! There is no excuse for this type of behavior for a company of this size!

I had an older model SentrySafe and the left side hinge for the lid broke. My safe was long out of warranty so called Sentry Group to see if there was a part they could send me to repair the safe.
I talked to Kim and after some research she called me back to informed me that while my old safe was not in warranty they were going to send me a newer model replacement safe at no charge including shipping.
Needless to say its always impressive when a company stands behind there products, but its extremely impressive when a company stands behind their products even after the original warranty has expired.
Thank you Sentry Group for your impressive integrity.
Thank you Kim for your professionalism.
Your company sets a very high bar for exceptionalism.

I called Lisa very frustrated with a safe I purchased from Costco in Tampa FL. I was a mess because the batteries would die or corrode and make the safe touch-​pad unable to work (every month), We also had to work the pad many times even with new batteries in the case. Lisa handled me and calmed me down, replaced the safe with a combo style and I LOVE IT!!! Thank you Lisa. Great customer service and response to a loyal customer with issues. Very professional. I am a PI, and will talk up SentrySafe to all of my clients and friends! Great company who actually backs their products unconditionally as it seems. And made in the US In Rochester NY.

Worst customer service. Ever! I can’t tell you if their safes are any good because I can’t open mine. I’ve been on hold for an average of 40 minutes per call. I’m getting a good statistical feel since this is my third call in the last week! And the folks there are just making stuff up (i.e., we sent you an email which mysteriously vanishes into the ether). They do not respond to email queries at all. Exceptionally frustrating and inspiring no confidence. Do not patronize!

During a time as this when the government is burdening such enterprises as the Sentry Group, they have risen to not only provide quality and innovative products, but customer service beyond reproach. Brandon Lockerby, Finance Department, provides prompt responses with the customer in mind. Please support this company and purchase their products.

This company produces Sentry Safe home safes. TERRIBLE CUSTOMER SERVICE! I had purchased a home safe (model KSM3550) with an electronic keypad a few years back and everything had been working fine until the AA batteries that powered the electronic keypad started running low and needed replacement. I took off the removable electronic keypad and replaced the batteries and, all of the sudden, the keypad dies and stops working all together. I check the batteries, made sure they were installed correctly and nothing. Obviously, a wire that connects the keypad to the batteries became disconnected. I had no way of knowing for sure, so I called the Customer Care number which is where the problems start. They obviously have their call center set up to make it so difficult to get through that you hang up and call back or give up all together. I sat on hold listening to elevator music and repeating loop of promotional messages for 30 MINUTES! I even called their non-​toll free number hoping that might help me get through faster, but I was kept on hold there as well. After 30 minutes, a customer care representative finally answered my call. I explained my problem and he started to walk me through the fix. I explained that I was at work and not in front of the safe because of their limited Monday through Friday customer care hours and the 3 hour time difference between Las Vegas, NV and Rochester, NY. He told me that if I were to go home at lunch time, he would call me at noon (3 pm NY time) to walk me through the fix while at the safe. SO, i leave work and drive all the way home so I can be there to receive his call at 12 noon sharp and, you guessed it, NO CALL. At this point I’m becoming frantic, worried about all the valuables I have locked in this safe I can no longer open. In playing with the keypad, the loose wire that had disabled the keypad, somehow got reconnected and I was able to open the safe. I left the safe open and went out that evening and bought a new (NON Sentry) home safe. Take home message: Don’t buy Sentry because of the crappy customer service and DON’T buy a safe with an electronic keypad that can fail and trap your valuables. Stick with a traditional safe with a dial and/​or key access made by someone other than Sentry.