“Excellent service!! - the door knocker arrived in NZ promptly with lots of communication all along the way - from purchase to despatch to tracking to delivery. And it is exactly as described and expected and is excellent quality. I recommend these people!!”
“After purchase, was told they couldn't get what I ordered. Also had to return a different item, but wouldn't accept it because it wasn't in original packaging. That packaging was a small plastic bag that had been opened.”
Hello,
Thank you for sharing your experience. We’re sorry to hear there was an issue with what was available and the return packaging situation.
If you’d like to email me at cs@keelerhardware.com.au with regards to the order number and item numbers I can look into this for you.
Kind regards,
Helga Hilton
“First round of service was great, turned up to return and collect some items but was rudely greeted at 12:50pm last Saturday with doors locked and a man saying we are closed, in any case I went in to return my items and that team was great, if I hadn’t been to the store before to make a purchase and this is what I was greeted with during your stated business hours I would never come back, irrespective of if what you stocked is what I needed, I would just never return.
I get it you’ve had a busy day but if the door says you close at 1pm I don’t expect to be greeted with such rudeness.
The guy was older and had grey hair, hopefully he isn’t an owner of the business because he was a bit of a dick.”
“Ordered 2 items online. 1 arrived. No indication as to where the other one was. Rang Keeler and eventually found out that the item was in Perth and was a week away. Poor communication with customers. Rang asking to speak to a sales manager or manager. The salesman hung up on me 3 times. (I’ll put you through and then hung up). Keeler employ a Customer Service Manager I found out later. He could have put me through to her. Recently read your “Product Reviews” I can see why its so low.”
Good morning Steve,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and understand your frustration. Receiving only part of your order without clear communication regarding the remaining item is not the level of service we strive to provide.
We also apologise for the lack of information regarding the status and location of your second item. Keeping customers informed about backorders, split shipments, and expected delivery timeframes is important, and we regret that we fell short in this instance.
Additionally, we are concerned to hear about your experience when attempting to contact our team. Being disconnected multiple times while trying to reach a manager is certainly not the impression we want to leave with our customers. We appreciate you bringing this to our attention and will review the matter internally.
Customer feedback, both positive and negative, helps us identify areas where we can improve, and we take your comments seriously.
Kind regards,
Helga Hilton
Customer Service Manager
“I have ordered two separate times through your company, paid express once and wasn't shipped until 6 days after. And the second havnt received all items in full, the products are fine the service is really poor”
Good morning Grant,
Thank you for taking the time to share your experience.
We are sorry to hear that your order did not arrive as promptly as you expected and apologise for any inconvenience this may have caused.
At Keeler Hardware, we aim to process and dispatch all orders as quickly as possible. Our standard processing time prior to dispatch is 3–5 business days, although we understand that in your case the timing did not meet your expectations.
Please note that Express Shipping relates to the delivery service provided by the carrier once an order has been dispatched. While we work closely with our transport partners, delivery transit times are unfortunately outside of our direct control.
We will look into your second order and we will send you an email with an update.
We value your feedback and appreciate the opportunity to clarify our process. Should you have any further questions or wish to discuss your order in more detail, please feel free to contact me at cs@keelerhardware.com.au.
Kind regards,
Helga Hilton
Customer Service Manager
“My order was dispatched two days later than what I was told, so now my building schedule is compromised. Even after I had emaile them to flag the order...”
Good afternoon,
We’re sorry to hear your order was dispatched later than expected and for the inconvenience caused.
The standard lead time before an order is dispatched is 3-5 business days.
We will look into your order and I have also contacted the relevant concerned departments to bring this to their attention.
Kind regards,
Team Keeler Hardware
“First time dealing with this company and they were faultless. Competitive pricing, fast despatch and delivery. The process was seamless. They’ve obviously done this before 😉”
“Keeler did not send tracking number on first occasion. When they did on a second occasion, it was such a way that I could NOT copy andpaste the tracking number to the AustPost tracking website.
I would have thought Keeler makes all information 'idiot proof', that is make it user friendly for most of customers.”
Good morning, Rodney
Thank you for letting us know about the tracking issue. We’re sorry for the initial missing tracking number and for the copy-paste problem on the second one. That isn’t the level of clarity we aim to provide, and we apologise for the inconvenience.
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
“I ordered 3 concealed hinges. I waited 4 weeks for the package to arrive with only 2 hinges. I had to chase Keeler for a further 3 weeks to get the final hinge delivered. There was never direct communication to let me know the situation or to apologise for the delay. I was told items were sent, but the next call said they didn’t have stock so it’d be another week. Very poor customer service and poor experience.”
Good morning,
Thank you for taking the time to share your feedback. We sincerely apologise for the delays, lack of communication, and overall frustration you experienced with your order.
We understand how disappointing it would have been to wait four weeks for your order, only to receive an incomplete shipment, and then have to spend additional time following up to receive the final hinge. We also acknowledge that the inconsistent updates you received regarding stock availability and dispatch added to your frustration, and we are sorry that we did not provide the level of service and communication you expected from us.
Your experience is not the standard we aim to provide, and we appreciate you bringing these issues to our attention. We are currently reviewing this matter internally to help improve our communication and order fulfilment processes moving forward.
Please accept our sincere apologies again for the inconvenience caused.
Kind regards,
Team Keeler Hardware
Good afternoon Ian,
We are so sorry for any inconvenience caused by the lack of clarity that led to this miscommunication.
We look forward to filling your future orders in a timely manner. 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,
Team Keeler Hardware
“The lock was advertised as an interlock mortise , silver in colour. The profile of the lock is slightly bigger and does not quite fit the door from which the old interlock came from. Also the handles are grey in colour not silver.
So not satisfied with product.”
Good afternoon Brian,
We are sorry to hear that you were not satisfied with the product you received. Please accept our sincere apologies for any inconvenience caused.
You can contact us at cs@keelerhardware.com.au with your order details if you would like to return the item.
Please note that any return request will need to comply with our returns policy.
Kind Regards
Helga Hilton
Customer Service Manager
