“I ordered hinges that were advertised as being instock and available only to be emailed they were on back order, thats fine if you didnt need them in a hury. some 2 weeks plus later they arrived.”
Good afternoon, Philip
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
“I actually found it very difficult to get an answer on the whereabouts of my product i ordered in store that was out of stock, I was originally told it would take a week to get into store, after multiple phone calls in which staff said they would call me back to no avail I finally got to the answer then a week later my product arrived, I would just like to say please just be transparent with your clients and if it will take a month tell me I will still order the product but I need to keep my own clients happy.
I will also admit this has happened on more than one occasion now.”
Good morning, Jett
Thank you for taking the time to place this review.
We do apologize for the inconvenience caused and for not receiving your order as promptly as expected and thus not meeting 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, Glen
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
“A very poor customer service experience. When I visited the Willoughby Store to purchase a door handle I was told that they no longer sold the particular handle and I should buy it from Bunnings. The customer service rep did show me what I needed on the screen. I had already been to Bunnings and could not locate the item. At home I googled the door handle having found a receipt from when I purchased the same item 10 years ago. That led me to Keeler Hardware online and I placed the order. The Rep could have easily placed the order online for me when I was in the store. I ordered it online for collection at Willoughby store. After two weeks having received no information about when I could collect it, I went into the store and it was there waiting for me. In the end I got what I needed at virtually the same price I paid for the handle 10 years ago. When I returned to the store the service by the Online Collection Team was good.”
Good morning,
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.
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
“Fine if you order something direct off of their website, absolutely terrible customer service if you try get anything custom. I wasted so much of my time trying to draw blood from a stone to get their sales person (Missak) to quote me on custom products. It's as if Missak hates selling Keeler products.
Forwarded my lack of response to Missak to other Keeler email addresses, and got no response either. Absolutely horrendous service, unsure why they don't want to make money from sales to be honest.
Prices are good/deliery is fine if you get a pre-existing product, but anything outside of that, jog on.”
Good afternoon, Stephen
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.
I have also contacted the relevant concerned manager to bring this to his attention.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries or if you would like to email me the information I can ask our manager to look into this for you.
Kind Regards
Helga Hilton
Customer Service Manager
“Still not received the item or been informed it is ready for pick up, even having been told it was on Friday, drove across, for us then find it was not there.
Need the item ASAP”
Good morning, Mark
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.
The item is ready for pick up from our Willoughby store. Once the order is completed and ready we send the below message:
Your Keeler Hardware Order KH00434907 is ready to be picked up from our Willoughby Store (184 High St North Willoughby 2068 - 7am to 4pm Mon-Fri & 9am-1pm Saturdays.
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, Gary,
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.
I have also contacted the relevant concerned departments to bring this to their attention and so that they can be in contact with you.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“I wouldn’t have given the feedback but you asked.
It’s honestly very hit and miss with you guys on a customer service front.
I get it, customers can be a pain in the ass. I hear some people on store and dealing with them would put me in a mood.
However, last time I was in, I got treated quite poorly from the gentleman on the back desk far left. Happy to chat further if you reach out. As a result I started taking my business to HG locks and doors. As a builder I would rather bring my business to someone that appreciates the fact I’m doing business with them.”
Good morning, Dan
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
Good afternoon, Jose
Thank you for taking the time to place this review.
We are sorry you did not receive your item compete as you expected.
As per our email correspondence we are looking into this for you.
Kind regards
Helga Hilton
Customer Service Manager
“We had to chase up the order, which we where told was ready to pick up and we should have received a message 2 days ago. We went picked up the order, and 15 minutes later recieved a text message to say that our order was ready to be picked up.”
Good morning, David
Thank you for taking the time to place this review.
We are sorry you did not receive the SMS notification with regards to 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
Good morning, Arty
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the product that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
As per the listing on this item, it does however specify that it is sold as a single item.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Twice I have ordered the luggage rack and twice they have cancelled order and refunded monies even after they sent me the email stock is available is what it is.”
Good afternoon, Tim
Thank you for taking the time to place this review.
We are so sorry for the inconvenience caused. I understand how frustrating it can be when you ordered the item, and you are unable to receive it.
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, Rodney
Thank you for taking the time to place this review.
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“I purchased 27 door and draw handles
for my kitchen. They looked really good on the internet but when they arrived they were half the size I had expected. I can't use them so im not happy. I'm away at the moment so will call on my return.”
Good morning, Judy
Thank you for taking the time to place this review.
We are sorry to hear that you were not satisfied with your purchase. If you would like to return the product, please contact our customer service department and we would be happy to assist you.
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, Danni
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the product that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Good afternoon, David
Thank you for taking the time to place this review.
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Great first service
Then i called left 6 messages and never called me back disappointing.
I deal with other hardware supplier like Jomon etc. This type of service doesnt happen.
Regards,
iliya adams
Custom Ceilings”
Good morning, Iliya
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.
I have requested for a sales team member to give you a call today.
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, Peter
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 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.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Unfortunately I never received any notification that my purchase had arrived. I called to ask an eta. Coincidentally it was arriving the next day. I went to pick up they couldn’t find it and tried to give me someone else’s order. After a long wait they found and in fact it had been there for over a week.
It was not my usual experience with Keeler .”
Good morning, Damien
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
“Saw an item I need on the website, price was discounted, made a purchase and few days later been told that they don’t have item in stock and they will refund my money back. So we back to square one three days in.”
Good afternoon,
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 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.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
