“No delivery tracking details provided. Annoying review request emails. A part was missing from the order, even though I had to call up to make sure the part was provided with the order.”
Good morning,
Thank you for sharing your feedback. We’re sorry for the lack of delivery tracking, the review emails, and the missing part from your order. This isn’t the experience we aim to provide, and we’ll review our processes to prevent it from happening again.
Please email cs@keelerhardware.com.au with your order number and the missing part details, and we’ll arrange prompt follow-up to resolve this for you.
Kind regards,
Helga Hilton
Customer Service Manager
“Hi there. Keeler were very helpful,with well priced items,great communication,quick release of the purchased item, which makes buying things so easy. Thanks Heaps. Glen Dickson”
“I bought an item from your website and chose the option on the wesite to pick it up from you Willoughby store. But when I received the invoice via email, the invoice noted that the item is to be shipped to me instead. I had to call the store to make sure it won't be shipped. I was told I will receive an email once the item is ready to be picked up. Several days later, I still had not received an email, so I called the store again and was told that yes, the item is ready to be picked up. At the store, I found the attitude of the people at the front desk to be cold and unfriendly.”
Good morning,
Thank you for taking the time to leave feedback. We’re sorry for the confusion with your pickup order and for the unfriendly attitude you encountered at the Willoughby store. This isn’t the service we aim to provide, and we’ll review what happened to prevent it from happening again.
Please email cs@keelerhardware.com.au with your order number and the best contact details, and we’ll have a dedicated team member follow on any enquiries that you may have.
Kind regards,
Helga Hilton
“Had to chase up the item even though it was listed in stock.
When I picked up the item I wanted to talk to a locksmith to get some work done and was told a locksmith is only on site 1 day a week - bizarre!”
Good morning Derek,
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the service that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
Our Locksmith is available on a Tuesday at Willoughby and on a Thursday at Wetherill Park.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Kind regards,
Team Keeler Hardware
“The service is becoming more impersonal & terse.
No reply to emails, constant waiting on telephone.
I will be actively seeking an alternative supplier.”
Good morning,
Thank you for taking the time to leave feedback. We’re sorry to hear you’ve found our service impersonal and that emails and phone messages haven’t been responded to promptly. This isn’t the experience we aim to provide, and we’ll review your case to understand what happened and how we can prevent it in the future.
If you’re open to it, please email us at cs@keelerhardware.com. au with your order number or the best contact details, and we’ll have a dedicated team member get in touch to resolve the outstanding communications and discuss alternatives if you’re considering other suppliers.
Kind regards,
Team Keeler Hardware
“I highly recommend Keeler Hardware. I purchased an item online and received said item within 36 hours of purchasing directly to my home mailbox. It was well packaged and as ordered”
