“I wish I could say I was more satisfied with Keeler but we had multiple bumps in the road when dealing with you guys and purchasing.
A few things to note:
- it wasn’t until we had been delivered some of the wrong things that the team at Keeler realised we didn’t have a schedule for what items we needed for what doors. This made it extremely hard for me (being someone who has no idea what codes you guys use for what lock mechanisms). So a key for all sales reps would be to make sure it’s standard after every first interaction to send a schedule of what things go on what door.
- communication on timings: when we first went into your showroom to make an order we expressed that we were working to fast timings and that we needed everything in the next two weeks. We had to drive back to you guys about 6 times (as you’ll see from the multiple invoices you guys created) to pick things up because not everything came in at the same time. Also it wasn’t until we had placed all our orders that we were told 2 pieces were coming from overseas and would be 6 weeks. This significantly delayed our renovation and cost us money with our carpenter.
- what made all of this way more difficult was that I had to deal with a different person every time I had to call Keeler. And each and every time someone would say something different. One time I got a text telling me something was in the store to be picked up, to which I arrived in the store and was told multiple times they didn’t have it… it wasn’t until getting very fed up with the conversation that the lady looked down at her desk and said “oh wait yes we do, here it is”.
Sadly, most things about the way you run is very messy. I see a business that needs much help in trying to streamline its processes to *hopefully* help customers leave feeling a lot more positive than me. Overall, dealing with Keeler was the most stressful part of our whole renovation. I’m giving a 3 stars rather than a 2 because Andrew (sales agent) was at least nice and helpful when I needed to clarify specific questions about the lock mechs.”
“I orderd 4 sash pulls for two windows in store & was told I should receive them by post within about 5 days, after 8 days nothing. Rang to be told they forgot to put the order in.
Received by post 15 days after ordering
This is unacceptable for such a small order
I miss the Keeler from years ago”
“Hi, I appreciate the communication about my incorrect order, but we are living with a poor security situation. Hoping it's resolved soon? Vivianne Vandenberg 0403981010”
“Products and delivery no worries, but twice now I’ve spoken to their customer service and they have been no use. Keeler used to be locksmiths but now all their customer service guys are just that - customer service. Unable to give any in depth answers. In one case I was told “we aren’t allowed to advise on that” when referring to sliding door tracks, and another occasion told an item wasn’t reversible when it very much was (which I found out after purchase).
Range and price good, but if you need knowledge or technical assistance/advice look elsewhere.”
Good morning
Thank you for your review and I'm so sorry for your experience.
We have various departments with in Keeler Hardware to assist, for any Technical assistance/advice it would be best to speak to our Sales Department as we have very experience sales staff that can assist with any product inquires.
We also have various other departments within Keeler Hardware to assist customers relating to their request.
If you need any further assistance please email sales@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
Good morning Ric
Thank you for taking the time to place this review.
Thank you so much for letting us know about the situation, I have also contacted the relevant concerned departments to bring this to their attention.
Kind regards
Helga Hilton
Customer Service Manager
“Good range of products.
I visited the shop to select products for a number of projects.
Staff were quite dismissive at first and then gradually became helpful.”
Good afternoon
Thank you for your review and thank you so much for letting us know about the situation.
I have also contacted the relevant concerned departments to bring this to their attention.
If you have any further questions please don't hesitate to email me at helga@keelerhardware.com.au
Kind regards
Helga
“Recently purchased a hopper window catch and set of casement stays. Casement stays work well. Unfortunately, the window catch broken on the first attempt to pull the window closed.”
Good morning Ingmar
We are so sorry for any inconvenience caused.
Could you please email me a photo of the broken items so that I can request a replacement.
Email address is cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager
“Took times for Keeler Hardware to deliver the goods. The counter staff advised that the ordered goods will be delivered within one week. In fact goods were delivered after two weeks. Other than date goods were received in good order”
“The supplied item simply was not level. When enquired with you about it, you said it was what the supplier to you supplied. Kind of passed the buck on ultimately an item I bought from you! And that was it.
You've asked me to edit the review, no reason why given, I've already previously emailed you the photos, why would I put more energy into this.
You also don't make it easy, I can't reply and put this info in the email I received asked for the edit.”
“The communication and delivery was good and the colour of the handles is as described. My only concern is the longevity of the finish and the handle themselves. I was expecting them to be aluminium however I think they are powdercoated nickle or some other base material. It might have said it on the ad but I didn't see. One of the handles was installed slightly unevenly and is rubbing on a soft wood and already some of the finish has come off. I just hope they last.”
Good afternoon
We are so sorry for any inconvenience caused. Based on the information on your order the item that you purchased is a specialised item and was not available online and the order was processed by Sales.
Kind regards
Helga Hilton
Customer Service Manager
“absolute zero!!
- so frustrated with having bought product on-line (which claimed to be in stock), payed for, and waiting deliver to be told its not in stock and now no longer available
A great deal of glass is now in production to fit these locks - I'm assuming you will be able to find me another supplier
so annoying !!!”
“Hi there I have purchased from you several times before and the quality of support, service and delivery has been exceptional. On this occasion, there was a significant issue with delivery. The initial delivery was stuck in limbo and the logistics company lost it. The communication from the logistics company was very poor and I gave up talking to them. The second delivery you sent with Aust Post arrived 2 days before the courier delivery arrived. I don't believe that Keeler was responsible for the issue but my customer was furious as she could not rent the unit without the lockable window winders. I have worked on her properties for 10 years but sadly this situation severed that relationship.”
Good morning
We are sorry you did not receive your package as promptly as you expected and apologize for the inconvenience caused.
I have also contacted the relevant concerned departments to bring this to their attention so that they can contact the courier company that was used to delivery the order.
Once again, I sincerely apologise that this was a negative experience for you and hope that we are able to do better next time. We do also really appreciate your feedback and have taken it on board
Kind regards
Helga Hilton
Customer Service Manager.
Good morning Mac
Thank you for your review. I can look into this for you if you could please email me a photo of the item that you have received to cs@keelerhardware.com.au
Kind regards
Helga Hilton
Customer Service Manager.
“I bought a Night latch lock from Keeler.
The worst instructions ive ever seen. the template was completely wrong – must have been for another lock. The lock itself was ok but totally frustrating working out my own template!”
Good afternoon Michal
Thank you for your review and I'm so sorry for your experience.
Our trade discount is based on each individual sale and qty. I will however notify the Sales manger of your review.
Kind regards
Helga Hilton
Customer Service Manager
“Stays arrived well and work ok, but all the screws had to be replaced as they broke during installation. and it was 13 pieces, so not a one-off. Room for improvement in the quality of materials.”
