I was locked out of the house today and panicked, especially with it being Boxing Day, but was very reassured when the lady I spoke with said they could have someone with me within 30 minutes. She informed me the price was £89.50, but could go up depending on the work needed. After 40 minutes and no one had turned up, I called them and spoke to the same lady. She said the locksmith had been delayed at the previous job but was on his way. I asked her for an ETA, and she agreed she'd get the locksmith to call me directly. He didn't, but he did text me that his ETA was 35 minutes!! He showed up 45 minutes later. So to do the math, I called at 11.40am and was told someone would be with me within 30 minutes, so, around 12.10pm. They turned up at 1.15pm, so it took them 1.5 hour to arrive, that is 3x as long as quoted. Not to mention, no one called me to say there was a delay, I had to chase then. The lady on the phone also had extremely poor customer service skills; I explained her why I was unhappy and she just went silent. I asked her if she was still there after a while (I thought she might have been checking something on the system), and she said yes. Again, I waited for her response, but there was just awkward silence. I asked her if she wasn't going to answer me or what, and she basically just said the guy was delayed and that's it. No apology or anything. The locksmith came and he was great, less than 10 seconds and I was in. However, when it came to payment, it was all of a sudden £106.80, as apparently the price I had been quoted didn't include VAT. The lady on the phone hadn't mentioned this. It's not fair to give only 1 star, as the locksmith came and resolved the issue, but everything around it was greatly disappointing.