“Poor customer service experience. Having travelled to the store and paid a premium for the items, which I could have purchased online for 15% cheaper, the experience has been really poor. Items delivered were incorrect after a mistake in store, having called customer service to address this I was told “to send an email”…what’s the point in having customer service team if that’s the standard response? I then had to travel back to the store (45 min drive) to return the items…this was over a week ago and the replacement items still have not been shipped!! I have emailed, as per your customer experience preference for an update but had no response. You risk becoming a “showrooming” destination unless you can improve customer service. Won’t be using Keeler again.”
Good morning, Alex
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Screws that came with door handle broke at the heads while we were screwing into door. This was a HUGE issue as we couldn't get the screw out of wood and had to shift the entire set. We ended up having to source our own screws as the ones that came with the kit broke. We like the handle and delivery was timely.”
Good morning, Ashley
We are sorry to hear that you were not satisfied with the product (screw).
We strive to provide the best quality products to our customers, and we apologize for any inconvenience that you may have experienced.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Not entirely happy. The door closers purchased are not adjustable for the opening action. I did mention that these closers need to open easliy and be adjustable for opening and closing. I fitted them this afternoon and they are just as heavy to open as the previous ones. I doubt my customer will be likely to want to pay me now as there is no change in the problem. Young children cant open the doors easliy.”
Good morning, CJ
We are sorry to hear that you were not satisfied with your purchase. We strive to provide the best quality products to our customers, and we apologize for any inconvenience that you may have experienced.
I have contacted our sales manager and asked him to make contact with yourself to see how we can assist with the product that you do need.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“We required a template for the brushed brass door hardware we had ordered through keeler so I drove to Keeler hardware and asked to buy the non brushed brass version which they had confirmed they had on the shelf so we could use this to do all the door cut outs while we waited for the brush brass version to be ready. I checked with the sales person and explained to them how important it was that it was the same. Turns out it wasnt the same and we ended up having to patch holes in the doors as the latch was different. Not a huge problem but I asked the sales person 3 times when in store and reinforced how important it was that it was a matching type.”
Good afternoon Will
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused.
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
“The order was made with good advice from the staff and was delivered promptly. The barrels for the locks were supplied incorrect and took 5 or 6 phone calls over as many weeks to get them resupplied. The agent I was talking to said that they were very busy and apologised but nothing happened. On my last call I persuaded someone to take ownership of the problem and we received the barrels in a matter of days.”
“Sadly, I feel the knowledge and skills of the staff has fallen - the other day when I was there the young lady did not know what I was talking about and said you didn’t stock the item - I knew you did as I have purchased it previously. Not that standard of service I am used to and expect from Keeler - it has been an institution in the area for years - please don’t let that change”
Good morning Tricia
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the service that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
I have also contacted the relevant concerned manager to bring this to his attention.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“The time to dispatch my goods was ridiculous, 8 days from order from notification received, with delivery time of approximately three weeks. Terrible”
Good morning, Jason
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 know that this was not the service that you expected, and we apologize for any inconvenience that we may have 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 afternoon, Grant
We are sorry to hear that you were not satisfied with your experience this time. We strive to provide the best quality products to our customers, and we apologize for any inconvenience that you may have experienced.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Spent a stack of $ communication on deliveries was hopeless. First time sent the wrong colors then sent wrong quantities.
Needed items for another order by a specific date promised they’d be shipped and were not. Had to chase up on multiple occasions then when some of the items weren’t suitable find out there’s a handlers fee on returns and no refunds only exchange of goods.
Don’t waste your time.”
Good morning, Brad
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the product or service that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
I will email you our returns policy for your reference.
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.
I can see that the order was dispatched on the 8th of March, in the required handling time. I will contact the relevant transport company and chase an update as based on the tracking information it has been delayed. I will email you an update.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Good selection of locks and door hardware but customer service is bad.
I bought a mortice lock from the North Willoughby store and when home, started to install the lock but found 2 vital bespoke screws were missing from the pack.
I phoned straight away and they instructed me to email customer service. 2 weeks later and after chasing, I have still no reply and therefore cannot complete the job.”
Good morning, Stan
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
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 Hamid
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the product or the service that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“I purchased a number of door hardware products. I had one extra item that was not required and took it back fr credit. I had not opened the box however when it was checked it had a small dent in the handle. obviously i dsont believe i damaged it as wasnt opened or used and sales assistant said I had damaged it and couldnt return. I receive parts from manufacturers daily and some are damaed in transit or manufacturing. i would have expected that it was a possibility as was in original packaging that this may have been delivered to Keeler damaged as I can expect they do not check every item recieved into inventoruy, This experience has generated a lack of trust, makes me realise open boxs and check items before leaving the store. of course i will be shopping elsewhere”
Good afternoon
Thank you for your review and we are sorry for the inconvenience that you have experienced.
Please email me at cs@keelerhardware.com.au if you have any further questions.
Kind Regards
Helga Hilton
Customer Service Manager
Good afternoon, Basil
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“We purchased 8 hinges, 3 of which came with no screws...They were a satin-ish looking brass colour and most were really discoloued. Very disappointing as we'd been searching for hinges of this size/colour for quite some time.”
Good morning
We are sorry to hear that you were not satisfied with your purchase. We strive to provide the best quality products to our customers, and we apologize for any inconvenience that you may have experienced.
Please email a photo of the items to cs@keelerhardware.com.au so that I can look into this for you.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning, Allick
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.
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
“Took 2 months to recieve products. The hold up was a Brio keeper which is the size of a 50c piece. Could have been sent in the mail. Not good enough. Had to keep putting builders off as I was pronised conflicting dtaes from there custmer team who is overseas. Finally got hold of the store and received some parts wigthing 4 days. The keeper arrived a week later.”
Good morning, Michael
Thank you for taking the time to place this review.
We are so sorry you did not receive your order as promptly as you expected, and we apologize for the inconvenience that you have experienced. I have also contacted the relevant concerned departments to bring this to their attention.
We look forward to filling your future orders in a timely manner.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Emailed querying an order delay with shipping with no reply and again with images of the lock that arrived damaged with no reply. Still no reply 2 weeks on.”
Good morning Brooke
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
Please forward the photos to email address, cs@keelerhardware.com.au so that I can look into this for you.
Kind Regards
Helga Hilton
Customer Service Manager
“Not a great experience. I understand sometimes the shop can be understaff, but the two concerns I have are: 1) I can’t tell who are the staff, and who are the customers. There is no way I can distinguish them. 2) An online order is a picked up, but it took about 20 mins for the staff to find the item for me.”
Good afternoon, Ambrose
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
Thank you for your patience and understanding.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Always ring before you go to collect something as it may be at the other store/warehouse! In person ordering doesn’t guarantee that the Oder will come to that store. Email correspondence does not guarantee that it will be where you ordered it from in person!!”
Good morning Joanna
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication. I have also contacted the relevant concerned departments to bring this to their attention.
Kind regards
Helga Hilton
Customer Service Manager
