“I turned up in person to Willoughby to review a lock set and then purchase if appropriate. I reviewed with a sales person, agreed with the door furniture and then he proceeded to place an on line order. Several days later the online order arrived but it was the wrong colour and operation. The style was correct.
I contacted keeper by phone and they informed me that Willoughby had 5 of the item I required in the store. Why wasn’t one sold to me the day I was there instead of the online purchase. I was in the store.
I headed back to Willoughby to exchange the furniture for the IN STOCK furniture. I collect this furniture and then start the install.
During the install we discover that one part is missing from the supplied items. …….back to keeper to get this item.
Pretty poor all round.”
Good morning, Mark
Thank you for taking the time to place this review.
We do apologize for this error that were made with your order. We strive to provide the best possible service, but unfortunately, on this occasion, we did not meet 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
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
“The online ordering and payment process is so ridiculously convoluted and the follow up phone calls were equally as frustrating. An incredibly rude person from accounts hung up on me 3 times while trying to explain that I had been charged twice for the same transaction when attempting to make an online order. I’ve never had a seamless transaction with Keeler, unfortunately I’ve returned as it showed they were the only supplier with stock on hand, which also turned out to be incorrect and lead to 10 day wait times for a “stocked item” to be dispatched.”
Good morning, Luke
I'd firstly like to offer our sincerest apologies for this huge inconvenience, that this has caused and for the lack of clarity with regards to your payment and stock availability.
While's we strive to maintain a good supply of products, sometimes it is not always possible. We take full responsibility for this and truly apologize for any inconvenience it may have caused.
With regards to the double payment if you could please email me at cs@keelerhardware.com.au a copy of your statement where you were charged twice, I can then ask our accounts department to look into this. You can also email if you have any other 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 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.
As per our Returns Policy, customers have 60 days to request a refund, if the item is confirmed as faulty, we will process a refund or a replacement.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
