Customer Story: How Lock & Roll helped this young family feel secure in their new home

Lock & Roll customer, Joe, recently had six security doors installed at his new home. We spoke to him after the job had been completed to find out more about the process from his perspective, right from the initial quote through to installation and the end result.

1. First up, why did you decide your home needed a security upgrade?

I had recently moved to a new area and have a young family. So for me, peace of mind when it came to the safety of my family was my top priority.

2. What did the entire process entail, from the quote through to the installation?

When I first decided I needed security doors installed at home, I wasn’t really sure which types of doors would be most suitable for us.

So, initially I sent an enquiry through on Lock & Roll’s website, asking for some help and information and the next day I received a call from the customer service team who arranged to send a technician out to do a measure and quote.

They sent one of their technicians out the next week to see us and he took some time and walked us through our different options. He was really knowledgeable and once we’d settled on the best doors to suit our needs, he was able to provide us with a measure and quote on the spot.

Three days later I phoned Lock & Roll back to accept the quote and confirm the order. From there, it took less than two weeks for the doors to be custom manufactured and for the technician to return and install the doors.

Finally, Lock & Roll contacted me about four weeks after the installation, just to check we were happy with our doors (and I told them we are delighted with them!).

3. What types of security doors did you get installed?

In the end, I decided on four sliding security doors and two hinged security doors. All six doors were custom sizes and colours.

4. What was the most useful advice Lock & Roll gave you when you were deciding on which security doors to choose?

We had a wide opening and had previously been recommended stacker security doors, but Lock & Roll suggested that we moved to a bi-parting setup, which takes better advantage of that space.

Their customer service was also fantastic. I got a phone call confirming my appointment and at one stage I had to change the appointment time due to a work commitment and it was no problem at all. It seemed like nothing was too much trouble for the Lock & Roll customer service team!

5. What stood out about Lock & Roll’s doors to you?

Lock & Roll were great value, particularly given there was an oversized door as part of our requirements. They were also happy to move away from their standard colour schemes and customise our doors using powder coating, to the colour we chose to match our existing door frames.

6. Would you recommend Lock & Roll to friends and family?

Absolutely! The customer service team were friendly and a pleasure to deal with and the technicians were so knowledgeable and understood their product. They really took the time to understand our requirements and provide us with suitable options.

The overall customer experience was simple and Lock & Roll were able to accommodate for our every need, at every step of the process.