“preferred style finish, i wish keeler would act more like style finish rather than style finish act like keeler. my orders are jumping around to different people. emails are being missed. all teething problems im sure. i hope things smooth out a bit in the near future.”
“The product purchased was not keyed alike as advertised on your web site. I was very disappointed. According to the product as advertised, it was suppose to be keyed alike. All the locks came with different keys. We have three different lots of keys for three deadbolt locks. It can be confusing if you put the incorrect key into the wrong deadbolt lock. Had to mark each key, to ensure the correct key goes into the right lock. Will be going to a proper locksmith next time.”
Good afternoon
Our sincerely apologise that this was a negative experience.
We would have liked the opportunity to make things right. Our customers can phone or email us to let is know that there is a problem with their items or with the items.
Please don't hesitate to get in contact should you have any further queries - cs@keelerhardware.com.au
Kind regards
Helga Hilton
“I order from Keeler because they are supposed to be a Aus distributor for Souber Tools in the UK however Keeler only purchase from Souber after they receive my order... This takes weeks!!, I can order direct from Souber UK and have my order delivered quicker and cheaper.
I did this recently ordered two cutters from Keeler and two cutters from Souber Tools UK. The UK cutters arrived in 5 days, Keeler took over 3 weeks to deliver.”
“Products and shipping times were great.
I needed advice and found their telephone system to be very inferior.
While waiting with all operators busy, and your in the queue, periodically it asks if you want to continue waiting, and you need it press a button, when you do that it changes your position in the queue. Backwards!!!”
“Great business with mediocre communication and timing.
Ordered a lock, told it would be a week, got email below with heading misleading, went in, not there as in body said due in and would get SMS when ready, still waiting for sms after 2 weeks”
“Their overnight delivery is actually closer to 5 days - so not worth paying the extra. Several phone calls produced unsure answers of where my order was and if it had been shipped. Warehouse obviously not on the same page as sales team!”
“Very disappointed that keeler take a restocking fee for exchanges or returns especially when rebuying again. Have to pay for return than a % of the sale is pretty terrible”
“My small order for door handles arrived after one month so I would not rate the service as low as one star.
However, the process of getting the parcel delivered was far more stressful than it needed to be. Apparently, the package was despatched (with Task-Force) with the wrong address. It sat in a delivery depot for a week and was then returned to Keeler. Every day I had to chase this and every day I got a different story from Keeler. The people I spoke to either didn't know how to get accurate information or didn't care -with one prominent exception (thanks Wendy). I would add that the track and trace service of the courier was useless. It omitted to record the return of the parcel to the sender and made it appear to be lost in transit. So this was not a happy experience. I hope other customers will be treated more thoughtfully.
Geoff Jenkins
Perth WA”
“I placed an order for Brio Door tracks on 4/09/2023 Invoice KH00271295. Paid 85.00 for shipping and handling. Received the order only to find that part 806 had been supplied without the insert. Sent an email to sales and received back request for a photo of the part so you could chase the supplier. NOTE part is clearly shown on your website if you punch in multifold.??!! As of today ( A month since the original order was placed) have had no positive response to my problem or confirmation that the required part has been shipped.”
Good morning Ed
Thank you for your review and I'm so sorry for your experience.
I believe that the Sales Manager has been in contact with yourself and he is assisting you with regards
to your request.
If you do have any further questions please email me a cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
“My order took 3 weeks to come in, even though your website stated the product was a stock item and should be ready to pick up in 2/3 days. Then when I rang to check if it had come in, you told me I had received a text to say they were in. But I did not get that text.”
Good morning Jennifer
Thank you for your review, we do apologize that you did not receive your package as promptly as you expected.
I have also contacted the relevant concerned departments to bring this to their attention.
Please let me know if you have any questions, you can email me at cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
“Asked for my new casement window fastener locks to be keyed to a single key. They weren’t.
Asked for a mix of left and right hand fasteners. Only received right hand.”
Good morning
Thank you for your review and I'm so sorry for your experience.
The Casement fasteners come keyed alike. If you need it to a specific key we will require that key. If you need the items to be left or right-handed, they must be ordered as left or right.
Your order was only for a right-hand casement fastener and not left. If you need left you will need to order - SKU : TRATD1778.
Kind regards
Helga Hilton
Customer Service Manager
“I was provided a dispatch date that my goods will be delivered however they were delayed by 2 weeks. Upon arrival one of the handles was also damaged.”
Good afternoon Vince
As per our email correspondence for your orders, a replacement order has been ordered and unfortunately, there is a lead time on the items as the a made to order item.
The replacement order will be dispatched as soon as possible.
We do apologize for the inconvenience.
Kind regards
Helga
Good afternoon Ron
We are so sorry for any inconvenience caused by the lack of clarity on this Cabinet hinge.
This Art Deco Style - Cabinet hinge is made from "Sheet Brass" and is not weight rated.
Kind regards,
Helga Hilton
“The product I purchased didn't have enough spacers to fit the product to my windows. keeler hardware tried to help with additional spacers at 5$ each, so additional 100$ plus postage. If I wanted to return them they would wave the restocking fee.”
