“We called to discuss our order with Percival - we asked for 2 locks and only 1 was invoiced - I understand mistakes happen but I emailed him to advise - no answer for a few days so I called Customer Service - they told me Percival will call me - nothing for a few days. He finally emailed me and told me he tried calling - he didn't leave a voicemail message though so I didn't know he'd called.
To make it worse, we would've liked the locks keyed alike but because he only invoiced us for one, they now can't be keyed alike (unless we send it back which we now don't have time for!!!) Just a big mess.
This isn't related to the items below - this was another transaction that we are yet to receive.”
Good morning Brooke,
Thank you for your feedback, and I sincerely apologise for the frustration and inconvenience caused.
I understand your concerns regarding the order for the locks, particularly as you would have wanted them keyed alike. I also appreciate how disappointing it would be to experience delays in communication while trying to have the issue resolved.
I am sorry that your email was not responded to promptly and that a voicemail message was not left when contact was attempted. I understand how this would have made it difficult for you to know that a call had been made.
Thank you for clarifying that this matter relates to a separate transaction that has not yet been received and is not connected to the items discussed below.
Could you please email us at cs@keelerhardware.com.au, your order # and the item # and then I will review the details of this order and investigate what has occurred. Once I have gathered the relevant information, I will come back to you with an update as soon as possible.
Again, I apologise for the inconvenience and appreciate your patience while we look into this matter.
Kind regards
Kind regards,
Helga Hilton
Customer Service Manager
“I called Keeler hardware to recommend a product and explained the situation. I purchased the product and also paid for it to be delivered. The product did not work in the application. I personally took it back and explained to them why it didn't work. However, the manager doesn't stand by the products they sell if they don't work. If the packaging is opened (so you can try to fit the product), they don't accept the return or give a refund of the goods. I had to purchase another product and hope that it would work, and wear the cost of the initial product because I had opened it, so very disappointed. They could have just given me the refund of $45.00 because I spent over $800.00 there. Come on !”
Good morning,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and understand your disappointment.
Our team endeavours to provide the best possible advice and product recommendations based on the information available at the time. However, we appreciate that it is frustrating when a product does not suit the intended application.
As the item had been opened and was no longer in a condition that allowed it to be returned to stock, our store policy prevented us from accepting it for a refund. We understand that this outcome was disappointing, particularly given your ongoing support and recent purchases with us.
However, based on the order information there was a refund processed on the 6th of June and an email notification was then emailed to the email address on the order.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning.
Thank you for your review. We sincerely apologise for the inconvenience you have experienced.
We understand that this was not the level of service you expected, and we regret any inconvenience caused.
As discussed in our email correspondence, the items were returned due to an issue with the delivery address. We have since updated the address details and arranged for the goods to be re-dispatched.
Kind regards
Helga Hilton
Good morning,
We’re sorry to hear you feel the product photos are deceiving. We take feedback seriously and will review the imagery to ensure it accurately represents the products. If you have specifics about which photo was misleading, please email it to cs@keelerhardware.com.au and we’ll look into it.
Kind Regards
Helga Hilton
Customer Service Manager
