“Keeler Hardware have been excellent to deal with. Orders are processed quickly, delivery is reliable, and the products are always good quality. Never had any issues — highly recommend them.”
“Unfortunately I can only give 2 stars. Products that they actually have in stock arrived promtly, but items that are noted as "in stock" but are actually from an external supplier take way too long to be delivered with absolutely no communication that these "in stock" items are actually dependant on the external supplier.
Multiple emails and phone calls were'nt returned and again, no communication as to when the externally sourced items would be delivered. It was like they were lost or forgotten, and when i did actually speak to someone, nobody knew what was going on. "we'll get back to you" was the go to response, but i never had a return phone call or email.
If i had've been told straight up that some of the items are sourced from an external supplier, then I would have accepted that, but having your order marked as delivered with only 10% of the order actuallly delivered is a majoy issue.
The externally sourced items where eventually delivered, only after I advised i would be seeking a refund or would dispute the transaction with my bank to get a refund, which is entirely not good enough to get to that point.
Im sure they are usually a fine company (who need to work on their customer communation), but beware the "in stock" items that are actually externally sourced (not that you know until its too late).”
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.
Kind regards,
Team Keeler Hardware
“The customer service and delivery time is very poor and slow.
I ordered and paid for the products early on Friday morning. As of Tuesday we still had not received any tracking details. We contacted the supplier and we told that they had already been distributed and left the warehouse from Melbourne and would arrive at the end of the week. on Wednesday we still do not have a tracking number so we contacted them again. Then we were sent a tracking number advising that the products were now coming from Tasmania and we won’t have them until late the following week. If we had known at the time of purchase we would never have purchased items from this company and some locally. Come highly recommended, however I could not recommend them. If you were not in a rush with your project and have weeks to wait for your supplies then maybe This is for you. My experience is very negative, I was certainly lied to, and only provider with the tracking number late Wednesday afternoon which is three days after the products had been purchased. My advice support your local businesses and avoid company”
Good morning, Mathew,
We’re sorry to hear about the delay and the confusion with tracking. This isn’t the experience we aim to provide.
I can confirm that the order was dispatched on the 17th of November and delivered on the 21st of November.
Warm regards,
Helga Hilton
“It's been 3 weeks now... and I still do not have my door handles.. carpenters have been and gone... this has been A VERY disappointing experience.
I still do not know when I will receive my ordered products.”
Good morning, Ben
I sincerely apologize for the delay and the inconvenience this has caused. This isn’t the experience we aim to provide.
I’ve just sent you an email with the tracking number and an update on the current location of your order.
Please let me know if you have any questions or need anything further
Warm regards,
Helga Hilton
Customer Service Manager
Good morning,
We’re sorry to hear about the poor service you experienced. This isn’t the level of service we aim to provide. Please share your order number and a brief description of what happened so we can review and address it promptly. We’ll use your feedback to improve our service moving forward.
Kind regards,
Team Keeler Hardware
Good morning, Nick,
We’re sorry to hear about the defective handle and that your other order hasn’t arrived yet. This isn’t the experience we aim to provide.
Please share your order number and, if possible, a quick photo of the defective handle. We’ll priority-check the missing shipment and arrange a replacement or refund for the defective item as you prefer.
We appreciate your patience and will work to resolve this quickly.
Warm regards,
Helga Hilton
Customer Service Manager
Good morning, Allan,
Thank you for taking the time to share your experience with us. We sincerely apologize for the delay in the delivery of your order. We understand how frustrating it can be when expectations for express service are not met, and we truly appreciate your patience in this situation.
Please know that your feedback is important to us, and we will work to address the delivery issues with our partners to prevent this from happening again in the future. If there’s anything else we can do to assist you, don’t hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Terrible experience!! I visted Keller Hardware with two clear requirements: adaptor plates and 70mm latches. My partner showed the salesperson the exact specifications on their phone (neighbours in our 80s apartment building had recently purchase the same handles form keeler) I showed the salesperson the exact specifications on my phone. Keeler delivered 60mm latches instead, which prevented the locksmith keeler recommended us to use unable to install them. After My partner called Keeler, we were told the SKU (9211KPASS60) indicated lacth size and that our requirements should have been "in writing" , As a result we're $340 out of pocket due the error - $227 for the lcoksmith and $107 for the new latches we had to purchase from keeler. I would never recommend avoiding this store!”
Good morning, Tom,
Thank you for taking the time to share your experience with us. We sincerely apologize for the misunderstanding regarding your order and the frustration it caused. It's clear that we did not meet your expectations in assisting you with your specific requirements, and for that, we are truly sorry.
Your feedback is invaluable as we work to train our team better and ensure that our customers receive the proper guidance with their purchases. We understand how this situation has impacted you financially, and we appreciate your candor.
If there's anything more we can do to assist you, please feel free to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Ordered and paid for 8 sash balances , told 7 to 10 days. I contacted and went in to shop 4 times to find out why it was taking so long. Got 4 of the sash balances after 2 months. They said the other 4 were lost in transit. Cancelled the rest of the order. Took another 3 weeks to get a refund.”
Good morning, Tom,
Thank you for sharing your experience with us. We sincerely apologize for the delays and the inconvenience you faced regarding your order. It’s disappointing to hear that the process fell short and that you encountered difficulties with communication and receiving your items.
We understand how frustrating it must have been to deal with lost shipments and the delay in your refund, and this is certainly not the standard we aim to uphold. Your feedback is invaluable to us as we address these issues with our team.
If there's anything else we can do for you or if you have any further concerns, please do not hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Hi. Please note that the courier just left the parcel at the front door without getting a signature ftom me. The products cost over $2000 and it would have been a disaster if someone else eould have taken the package”
Good morning, Alice,
Thank you for your feedback regarding the delivery of your parcel. We sincerely apologize for the oversight with the courier leaving the package without obtaining your signature, especially given the value of your order. We understand how important secure delivery is, and we appreciate you bringing this to our attention.
We will address this issue with our delivery partners to ensure that similar situations do not occur in the future. Your peace of mind is a priority for us, and we appreciate your understanding in this matter.
If there's anything else we can assist you with, please do not hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
