“I’ve waited some time to write this review, in the event I could give a better star rating.
I’ve added the order number below so KH management can see the extensive correspondence/phone calls that have gone into resolving my order issue.
Product ordered-30/8
Order no- KH00484507
We have complied with sending photos of our order, waited for responses, continued to wait with only us having to always call and follow up.
Assured on the 26/9/25 that the missing parts to our order will be posted.
Followed up again 7/10/25.
Received a call this morning that it would be resent today via Star Track ( awaiting tracking number).
Customer issues with KH could be resolved quicker if staff called suppliers and not rely on just emailing suppliers. I couldn’t believe each time we called they emailed the supplier and just waited for a response!
If KH assure me they will keep me updated, they should do just that.”
Good morning,
Thank you for your detailed feedback regarding your order experience. We genuinely appreciate the time you've taken to share your concerns. It sounds incredibly frustrating to not receive timely updates and to feel like you had to do all the following up.
We acknowledge that our communication could be improved and we're committed to making necessary changes to enhance our service. Your insights have been noted and will help guide our efforts moving forward.
If there’s anything else we can assist you with, please feel free to reach out at cs@keelerhardware.com.au.
Warm regards,
Helga Hilton
Customer Service Manager
“Very helpful and friendly staff. I ordered my items on-line and the delivery method was pick-up from their location in Wetherill Park. I drove in their location before having the final confirmation email that my order was ready for pick-up because I was in the area and I though to try my luck. The personel, was very proffesional, they gave me my items which was for me very helpful and I saved the extra travelling. I am adsoluty satisfied and congratulations for the exceprtional customer service. Definately, I will use the guys again fro future orders.”
“Fantastic service and great product. Went to so many local stores to be told a gate cane would need to be fashioned as they do not come over 30cm.
A Google search returned the perfect 650 mm option from Keeler at a fantastic price.”
Good morning,
Thank you for your feedback regarding our product range and delivery service. We’re thrilled to hear that you found our prices reasonable and delivery prompt. However, we sincerely apologize for not responding to your email. Customer service is a top priority for us, and we will ensure this matter is addressed.
If you have any further questions or need assistance, please feel free to reach out to us at cs@keelerhardware.com.au.
Warm regards,
Helga Hilton
Customer Service Manager
Good morning, Michael,
Thank you for sharing your feedback regarding our product quality. We take your concerns seriously and strive to meet high standards with every item we offer. Your input is invaluable in helping us identify where improvements are needed, and we will certainly take it on board.
If you have further concerns or need assistance, please don’t hesitate to contact us at cs@keelerhardware.com.au.
Kind regards,
Helga Hilton
Customer Service Manager
“Keeled hardware had the parts I needed. The purchase process was excellent and they put my package in the post on the day of ordering. The package arrived without mishap after just a couple of days. Keeler Hardware performed at a very high level for us. I will definitely be a repeat customer.”
“Staff tried to be helpful, but sales staff did not read my question properly. I ended up buying multilock system that would not fit my door which already had cuts in it from a prior multilock system.”
Good morning,
Thank you for taking the time to share your experience with us. We’re sorry to hear that our sales staff did not fully understand your question, and we appreciate your feedback as it helps us improve our service. We strive to assist our customers effectively, and your comments will be addressed with the team.
If you have any further questions or need more assistance, please feel free to reach out to us at cs@keelerhardware.com.au.
Warm regards,
Helga Hilton
Customer Service Manager
