Good afternoon, Jessica,
Thank you for bringing this issue to our attention. I sincerely apologize that you received the wrong product and any inconvenience it may have caused. We understand how important it is to have the right items delivered promptly.
Your feedback is crucial to us, and we are reviewing our processes to prevent these mix-ups in the future. Please email me a photo of the item that you have received to cs@keelerhardware.com.au so that I can assist you with returning the incorrect item.
Kind Regards
Helga Hilton
Customer Service Manager
“Best range of Kitchen hardware we found in Sydney - and we checked out a a lot of other places. All handles and knobs are on display. We ordered what we wanted and the complete order was delivered to our door two days later. Will go straight to Willoughby shop next time we're in need of handles and knobs”
“I was really impressed by the range of products and then super impressed I received part of my order within 24 hrs. Every communication has been efficient and effective.”
“I was sent a variation of the product (mortice lock box) I ordered, without notice. As a result, i had to modify it in order to use it which was rather disappointing.”
Good morning, Nigel,
Thank you for sharing your feedback. I’m sorry to hear about the mix-up with your mortice lock box and the inconvenience it caused you. We strive to provide accurate products to our customers, and it’s disappointing to know we fell short this time.
Your insights are valuable to us, and we’ll use them to improve our communication moving forward. If you have any further concerns or need assistance, please don’t hesitate to reach out by sending us an email cs@keelerhardware.com.au.
Best wishes,
Helga Hilton
Customer Service Manager
“Simply the best service. So kindly and professional stuff and they always looking for a tradesmen will recommend it to everybody great guys thank you very very much Keeler Hardware. Ned from The Best Locksmiths”
“I would not recommend using keeler hardware they make it impossible to return incorrectly ordered unopened items. I emailed them to try return items not even a response.
Customer service is lacking.”
Good afternoon, Brock,
Thank you for your feedback. I’m truly sorry to hear about your experience with our return process and the lack of communication you faced. We understand how frustrating it can be when things don’t go as expected.
Your input is important to us, and we are actively working to improve our customer service and response times. Please know that we are committed to providing better support in the future.
If there’s anything else we can assist you with, don’t hesitate to reach out.
Warm regards,
Helga Hilton
“Ordered some cylinders thinking they were C4 profile. When I received them and wanted to send them back they have told me it will be a 10% restocking fee. They really need to put more info in regards to profile on their website.”
Good afternoon, Shoreline,
Thank you for sharing your thoughts with us. I apologize for any confusion regarding the product profiles on our website. We understand how essential it is to have clear information when making a purchase. Your feedback is invaluable and will help us improve our product descriptions to better serve our customers in the future.
If you have any further questions or concerns, please don't hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
