“Bought some handrail brackets that were supposed to have optional size base plates available but there was no such option when ordering online, you shouldn't advertise options if they are not available.”
Good afternoon Peter
I had a look into this and also contacted the supplier, the 2x Emro SS444FT Extended Stair Rail Exposed Flat Top Bracket BSS Finish
The back plate that attaches to the wall is 60mm in diameter, the Arm is 80mm and the top plate is 46mm.
Please find below link for the item and once you opened it you can click on "Specifications"
If you have received the wrong item we will exchange it.
Please email me on cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
Good morning Sri
Thank you for taking the time to place this review.
Could you please email me at cs@keelerhardware.com.au if I can assist you with anything with regards to your order.
Kind regards
Helga Hilton
Customer Service Manager
Good afternoon Ann-Marie
Thank you for your feedback, we do appreciate it. Please let me know how we can assist you in the future so that we can receive a 5 star review.
Kind regards
Helga Hilton
Customer Service manager
“Staff are very friendly but my experience of the post-purchase support was poor. The product I purchased unexpectedly went on back order - I was hoping for (and asked for) for some feedback on revised delivery times. They promised calls back on x3 occasions but I didn’t receive a call.”
Good morning Mary
We are sorry you did not receive your package as promptly as you expected and for any inconvenience.
I have asked our IT manager to look into the phone records to see whom you may have spoke to so that we can address this with the relevant staff member.
Once again, I sincerely apologise that this was a negative experience for you and hope that we are able to do better next time.
Kind regards
Helga Hilton
Customer Service Manager
“I don’t like writing bad reviews and I wasn’t planning too, but after several requests by your company to write a review, I thought I would bring to your attention this issue. I purchased the BDS Wrap Around Plate
11351152 to suit a door thickness of 40mm. I know for a fact it’s supposed to fit and wrap around the door perfectly as there’s a dozen of them installed at my work from a different supplier with a perfect fit. As you can see below in the pictures it was far from a perfect wrap around fit as it was clearly too wide. (47mm)
Waste of money in my opinion.”
Good afternoon Bill
Thank you for your review and I'm so sorry for your experience.
Based on the photos we believe you have received the incorrect item instead of LSC11351152 you have received LSC11351153 which is suited for a Door thickness: 48mm
Would it please be possible to measure the front "Face" of the item
I will send an email to the address that we have on your order.
Kind regrads
Helga Hilton
Customer Service Manager
Good morning
We do apologize for the inconvenience, and so that we can understand the situation and resolve the issue could you please email me at the below email address your information so that I can get in touch with you.
cs@keelerhardware.com.au
Kind regards
Helga
Customer Service Manager
“Purchased 10x padlocks that were advertised, in short the payment was taken but there was no stock. After chasing it up a few months passed before I contacted them for a refund.
Purchased the next day on ebay at swmr price and received them by end of week.”
Good afternoon
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 that led to your current order being delayed, cancelled and refunded.
I have also contacted the relevant concerned departments to bring this to their attention.
Kind regards
Helga Hilton
Customer Service Manager
“I ordered 3 DOOR LEVERS online 28/02 for in store pickup. I needed them urgently for my builder. I received an estimated delivery date of 08/03. No message received by 08/03. I made an enquiry by phone and was told there was a delay and that they were arriving 10/03. I visited the store 10/03 and was told after enquiries were made that they were not there but were definitely in transit & were arriving that afternoon and that someone would contact me. No contact made. I made another enquiry by phone 11/03 and was told that there was a delay but they were definitely in transit and that the person would follow up. No follow up. Made another call 15/03 and the lady who assisted finally actually told me the truth after phoning the supplier which was that they had not been picked yet. She asked the supplier to expedite. They arrived the next day 16/03 and I picked them up 17/03.
Anyway this is my feedback for what it's worth. Basically the only person who bothered to do anything in the process was the lady that assisted me 15/03. I would give her 5 stars. The other guys I spoke to said they checked things and followed up along the way but obviously did not so I would rate their service 0 stars.
Is nothing worse than being strung along so unfortunately first and last time for Keeler Hardware.”
Good afternoon
Thank you for your review and I'm so sorry for your experience. As a company, we strive to offer customers a great experience and to assist with any requirements that a customer might need.
We are so sorry for any inconvenience caused with regards to this delay.
I will send an email separately to you to provide an opportunity to make things right.
Kind regards
Helga Hilton
Customer Service Manager
Good morning
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication. Thank you so much for letting us know about the situation and providing us with an opportunity to make things right.
Please email our sales department - sales@keelerhardware.com.au regarding the cable if this is required so that they can look into this for you or I can ask them to give you a call.
Kind regards
Helga
Customer Service Department.
Good morning Mitchell
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication.
Could you please email me a photo of the item that you have received or if you have received the wrong size please let me know as these kickplates are custom made to the size that the customer requires.
If the wrong size was supplied we will replace it and a replacement will be sent out as soon as possible.
The email address is: helga@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
“I wanted some double hung window catches. I was told you only had 3 in stock. I wanted to order 12.
I asked for the 5 to be sent followed by the remainder. A week later they hadn't arrived. I called and was told nothing is kept in stock the catches are all made to order. ! I mentioned how I was told 5 were in stock and would be sent. She then checked and said oh we do have 3. It seems the original salesman never even sent the 5 he said he had. The job was urgent and I was not happy at all. I asked for the 3 you had to be sent urgently and the remainder after. Another week or more went by and 2 separate packages showed up the same day. I had to fit the windows for my customer without the catches and then make a return visit to fit the ones ordered. This has cost me time and money. Just be honest in future as this leads to problems down the line.”
“I have ordered some handles. (still waiting.
The original orde\r was wrong. I rang and mentioned this on two occasions and they said they would fix it on the invoice.
I went in myself and they said sorry and would change it. Still wrong on order form.
Finally got the information correct. I was told 25th Nov at the latest. They said they would 100% call me back with an up date on Friday. (nothing)”
“Brought a item online and it didn't match the photo. After 4 phone calls I was able to get a someone that could help. It's very disappointing that you cant keep your website up to date. I am a builder on the northern beaches and have sent alot of clients to you but I am now worried about sending them to you.”
“Ordered an item only to receive a call to say it was not available. I have since ordered from another supplier. Why have it on your website if you can't get it?”
“Poor Service. Purchased a Mortice jig & extra cutters. Called up to ask some questions in regards to cutters not fitting the thread on the jig. Lady I spoke to had no idea and said someone would call me back to provide advice. Still waiting on the call 10 days later.”
