“This was a very frustrating experience. I was told something was in stock but I had to pay for them to hold it. I did that over the phone and started driving to Willoughby. It was around a 1hr drive. Luckily I had also got a chat on the website as the phone wasn't going through the first 3 times I called. In the chat they said there were none at the store. I had to try calling again while still on the way and was then told it actually wasn't there. They said they would transfer it from Wetherill Park and it would be around 2 days.
After waiting for that time to pass and getting no notification I called again to be told that there was no stock transferred or no notes to do that. They said it would be done, and again 1-2 days.
After that time I still had no notification, so I called again to find out that once again nothing had happened, and there was no notes saying to transfer.
These delays meant that our builder was no longer on site, and we needed to get them to come out again. Despite all this added time and cost for us there seems to be no understanding of the issues, and no care displayed at the poor service and lack of process.
I emailed and had a reply from Helga. She has sent 2 emails and both times displayed a lack of understanding of why this is a problem. After outlining all of my concerns after receiving an email saying the item was about to be put back on the shelf I had said I hoped they wouldn't. I sent an email with concerns on 2 Feb and didn't get a response until 11 Feb when I had picked up the item.
Finally on 16 Feb she wrote that "I clearly understand that you were frustrated" but no apology or remedy offered. I don't understand how there can be a continued lack of care. This process took a sale from a closer business to us that would have had the item to me quicker, it cost us extra in travel costs and time, and also an additional fee to have the builder come out again.
Despite all that the last email I received simply said "Please let me know if there is anything ells I can assist with"”
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.
As per the email correspondence of the 16th of Feb, this was brought to the attention of the sales manager so that he could look into this and talk to the relevant department.
Kind Regards
Keeler Hardware
“didn't fit existing pocket slider door hardware - a waste of money unfortunately. I measured the diameter of the handle but only after removing everything and trying to fit the Keeler pieces, found that it travels another 15mm into the door.”
Hi Andrew,
We’re really sorry to hear the Keeler parts didn’t fit your pocket slider door hardware.
Could you please email us with any photos of the current setup and the measurements you took, along with your order number? We’ll review the compatibility and see what options we have to resolve this for you, including potential alternatives or a return if needed.
Thank you for bringing this to our attention, and we’ll do our best to help.
Kind Regards
Helga Hilton
Customer Service Manager
“Rang 5 days after placing order. Still jad not been packaged. Order travelled from north sydney to western sydney then to qld back to western sydney. Recieved goods almost 20 days later. Past the time i needed them for. No assistance to resolve situation.”
Good morning, Bruce
Thank you for taking the time to place this review.
We are sorry you did not receive your package as promptly as you expected. We do apologize for any inconvenience caused.
We have contacted the relevant department to bring this matter to their attention. Unfortunately, once an item has been dispatched, the delivery process is handled by the courier, and we have limited control over the actual delivery timeframe. However, we are always happy to assist where we can.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Hi there,
I’m sorry for the long shipping time. This isn’t the experience we aim for, and I understand how frustrating it can be.
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
Kind regards,
Helga Hilton
Customer Service Manager
“My windows in my home unit have locking handles. I had internal frames in the windows fitted by Crimsafe and found that if the locks were pressed, they could never be opened again. I searched online to find window handles with out locks and found that the closest store to me was Keeler Hardware. I attended the store and bought two right hand and two left hand window handles. Using a ratchet screwdriver, I managed to change the handles quite easily, so I returned to the shop and ordered more for all the windows in the unit. Within a week, I received an SMS with a code and I went back to the shop, typed in the code and collected the handles, with a minimum of fuss. Staff at the shop were friendly and efficient and I was very pleased to interact with them. If you are looking for window handles or locks. I highly recommend either calling or dropping in to see the highly experienced staff, to find what you need.”
“I've pirchased several things through Keeler over the past several years and I've had nothing but good outcomes. The items arrive in a timely manner, in good order, well packaged. Will use them again.”
“Good range of goods and decent prices. Ordering for click and collect is slower than expected, and takes several days to be made available.
One of the products I picked up had some minor scratches on it, and given wait time not worth complaining to get a replacement.”
Hi Cameron,
Thanks for sharing your feedback. I’m glad to hear you found a good range and pricing, but I’m sorry the click-and-collect service took longer than expected and one item arrived with scratches. This isn’t the experience we aim for, and I understand how this can be disappointing given the wait.
If you’d like us to take a look at the scratched item or discuss options, please email me some photos to cs@keelerhardware.com.au and we’ll be happy to assist, with a replacement item.
Kind regards,
Helga Hilton
Customer Service Manager
“The products were good, I ordered online and chose to collect my order. The warehouse had accidentally sent some incorrect items, but the store shipped the remaining items to my house rather than me returning to the store at another time. I'd buy from Keeler again in the future.”
Hi David,
I’m sorry for the delays and the lack of timely shipment notifications. This isn’t the experience we aim for, and I understand how frustrating it can be when you’re waiting on a delivery.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“Great range of products, extremely helpful staff, qick service and supply, easy after hours pick up. Excellent communication. I would thouroughly recommend Keeler Harware.”
