“To be frank, firstly I tried to find Style Finnish, so went on their site and it had the new address, Keelers address, but not nominated as Keelers... but there is nothing on that site to indicate that now they are sold at Keelers...would be good to have some signage on your building and also on the web listing. Also I came in and saw one of your people, and he was to send something. it took me 3 follow ups, calling and emailing to get the data I needed ...then I called as was told the item was supposed to be in stock and then told a 3 week wait...then separately for another purchase, the girl who served me went back to get a price, took so long I came in to the showroom and she was texting!!!!!!!!!!!!! Then she said there was nothing in stock and that I had to order it in, and i saw al these handles on the wall hanging, and asked if they were just display, and ended up buying them from the display as they were for sale!!!!!!!!!!!! I needed for an urgent job so waiting for delivery wasnt an option as am a real estate agent.
Also when I telephones, someone remotely answered the telephone and couldnt help anyway which was very strange also!
SO, I love your product but I think some staff training and replacement and monitoring is probably in order I am sorry to say!!! The service as a whole was not good, and as an employer, I would not be very happy to have my customers dealt with like this and not have them serviced well so they purchase something!!!”
Good morning, Jane
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
“The Yale digital door lock is okay now that it's functional, but the instructions for the installer were not good, which caused issues. There were also no instructions at all for the actual set up of the device after it was installed on the door. Nor were they easy to find using Google. I had to make a number of calls to the Yale customer service line. And, yes, I'm good with technology.”
Good morning Rosslyn
We are so sorry for any inconvenience caused by the lack of clarity that led to this inconvenience.
I have also contacted the relevant concerned departments to bring this to their attention.
Kind regards,
Helga Hilton
Customer Service Manager
“Great products.
Great service.
However, still waiting on a receipt from a previous order, after ringing and asking specifically.
Also, we never relieved an acknowledgement email to advise us that either order had been placed.
Which was disconcerting, as payment had been made.
Otherwise, happy with service.”
Good morning Kathryn
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication.
The invoice has been sent to your "hotmail" email address, on 22/12/2023 and 03/01/2024.
I have resent the invoice, to your email address, could you please check your spam folder as the invoices can sometimes go directly in there.
Kind regards
Helga Hilton
Customer Service Manager
“The threshold plate I purchased had marks and scratches on it although it was still in the manufacturers plastic bag. I only noticed when I went to install it.”
“Mostly a good experience with quick delivery within a few days. We did experience an issue where our front door plate was ordered incorrectly, a new plate ordered which was then the wrong plate. On a third visit to the store, one of the more experienced operators resolved the problem. Frustrating but I guess these things happen and they were easy to deal with.”
“Website is great. Customer service was also great when I rang a few times. It's the first time I've bought from Keeler for many years, previously was in Wollongong store back in late 80s, so I wasn't sure what to expect for delivery service. Have to say I was surprised how fragmented and delayed the final delivery was. Fortunately I wasn't in a hurry for the goods.”
“I love shopping on the website and the product selection and great deals. I only wish to request that the shipping service could be improved. Because each time I have ordered, I have waited too long for delivery and the service used is inefficient. For example, a small product that could easily have been sent by post - gets transported from NSW to VIC and then to TAS. I could actually have purchased the same product at a local store but chose to shop with Keeler. The actual time expected for delivery was not shown when I shopped online. All I saw was the product was in stock and ready to ship immediately. Yet I waited 13 days for delivery, which was far too long for a product.”
Good Afternoon Anna
We are sorry you did not receive your package as promptly as you expected.
The order was placed on the 14th Nov - Tuesday - dispatched 20th Nov - Monday - our standard lead time is 3-5 business days before the order is dispatched.
Kind regards
Helga Hilton
Customer Service Manager
“I can give you only 3 stars. I needed 72 handles, but unfortunately, you had only 35pcs (I couldn't wait till March delivery).
Anyway, I'll continue to shop with you guys.
Andrej”
Good morning Andrej
Thank you for taking the time to place this review.
We are so sorry for any inconvenience caused by the lack of clarity with regards to stock availability.
We can notify you as soon as the stock has become available.
Kind regards
Helga Hilton
Customer Service Manager.
Good morning Garth
Thank you for your review and I'm so sorry for your experience.
On our website listing there a PDF file with regards to "Code Changing" there is more than 8000 codes to choose from.
Please find the link - https://www.keelerhardware.com.au/borg-digital-door-lock-keyless-marine-grade-pro-black-bl2601mgpro
If you require any further assistance please don't hesitate to contact us.
Kind regards
Helga Hilton
Customer Service Manager
“Good product but average service. Needed one more door handle and was refunded saying the item has sold out. When I requested information about who I could get another from I didn’t get a reply. That’s a bit rude, I guess you had the initial sale so why help me any further. Was a disappointing result.”
Good morning Ken
Thank you for your review and I'm so sorry for your experience.
Unfortunately, we don't have the information on who might have stock available.
I have also contacted the relevant concerned departments to bring this to their attention as you should have had a response to advise that we won't have that information.
I can let you know as soon as stock becomes available.
Kind regards
Helga Hilton
Customer Service Manager
“Unfortunately, I needed to call after not receiving or hearing about my product 10 days after placing the order, only to find out the product was still in the warehouse. Once it was dispatched it did arrive quickly but very disappointed about the delayed delivery.”
Good morning Paul
We are sorry 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.
We are so sorry for any inconvenience caused.
Kind regards
Helga Hilton
Customer Service Manager
Good morning Steven
We are sorry you did not receive your package as promptly as you expected.
Based on the information, the order was dispatched on the 9th of November and delivered on Monday 13th of November and left in a safe place.
Please email me if you have any other questions - cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
“Very bed experience with such a good company
I have order same hinges before and looking for the same hinges again in order to check item number I called one of the representative and she provided item code
Then,I ordered same thing but ended getting different one and also no replacement policy for this kind of thing is very bed gestures
Thanks
Hepi Patel”
“Very satisfied with the hardware purchased.
Customer service left a little to be desired and resulted in delays and having to supply info multiple times to get the ordered correctly processed.”
“I recently ordered some cupboard knobs online;
After several days I was advised my order would be cancelled as the items were not in stock.
I was very surprised as I had expected that the online order would lead to an order for the items- I thought that was the whole point!
It seems I have to go instore, request the knobs, and only then will an order be placed???”
