“Contacted Keeler about Austyle entry door dead lock. Kevin was super helpful with advice and cost. Lock was delivered in a few days in new pristine condition. A seamless transaction. Thank you Kevin and Keeler.”
“I ordered two pull handles based on the product images listed at the time. However, I received two completely different handles. When I contacted your team by phone, I was told to follow up via email — where responses were slow and unhelpful.
What made matters worse was that the product images on your website were later changed, and I was told I had received the correct items. Fortunately, I had retained evidence of the original product listing and was able to prove otherwise.
It took multiple emails over 2–3 weeks before the issue was acknowledged and I was asked to return the incorrect items. I ultimately received a refund via PayPal, but only after documenting the entire interaction through their buyer protection process.
Whether this situation was due to poor internal processes or something more deliberate, the experience eroded trust in your business. I hope you’ll take this feedback seriously and work to improve the accuracy of your product listings and your approach to resolving customer issues in the future.”
“I actually found it very difficult to get an answer on the whereabouts of my product i ordered in store that was out of stock, I was originally told it would take a week to get into store, after multiple phone calls in which staff said they would call me back to no avail I finally got to the answer then a week later my product arrived, I would just like to say please just be transparent with your clients and if it will take a month tell me I will still order the product but I need to keep my own clients happy.
I will also admit this has happened on more than one occasion now.”
Good morning, Jett
Thank you for taking the time to place this review.
We do apologize for the inconvenience caused and for not receiving your order as promptly as expected and thus not meeting your expectations. I have also contacted the relevant concerned departments to bring this to their attention.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Excellent quality products. Professionally and carefully packaged.
A bit more expensive that run -of-the-mill similar items, but so worth it. Hardware really makes a big difference to your home.
Highly recommended.”
Good morning, Les
Thank you for taking the time to place this review.
We are sorry you did not receive your order package as expected and for the miscommunication. We do apologize for any inconvenience caused.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning,
Thank you for taking the time to place this review.
We are sorry you did not receive your package as promptly as you expected. We do apologize for any inconvenience caused.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Very happy with the service. I was notified and refunded when my purchase was out of stock and when new stock was available my order was quickly dispatched.
It is nice to deal with a company that cares about its customers.
Thank you.
Carole Jones”
