Good morning Pardeep,
So that I can look into this for you, could you please email me at cs@keelerhardware.com.au regarding your refund request?
To assist with processing your request, please provide the following information:
Which item the refund relates to, or whether it is for both items
Your best contact telephone number
Once we receive this information, we can look into your request and assist you further.
Kind Regards
Helga Hilton
Customer Service Manager
“Asked questions prior to buying that have only just been answered. When placing the order my unit number dropped off my address. I emailed immediately to try and fix and tried calling the 1300 number which was disconnected. I googled to find a landline number online and after several minutes on hold the first person answered and had to transfer me. The second bloke I spoke to was far from helpful and talking over me, made it seem like I inconvenienced his day. I personally went to auspost to get the parcel redirected including my unit number as no faith after that phone call. When the parcel arrived it didn’t look as though he added my unit number anyway. The goods were what I wanted BUT 1 out of the 4 screws provided that were all required was double the length and I was unable to use on my handrail or it would have poked right through the whole thing. I had also asked for info on eBay from the same place and a month later received a reply. This place is a joke, doing bare minimum and clearly severely under staffed. The manager responded to my google review immediately but it took close to a month to respond to my actual emails - very poor service indeed. Worry more about your service and less about your reviews”
Good morning,
Thank you for taking the time to provide such detailed feedback. We are genuinely sorry to hear about your experience and understand your frustration.
With regard to the screws supplied, all of our handrail brackets are provided with standard-length screws suitable for typical installations. We understand, however, that installation requirements can vary depending on the thickness and type of material the bracket is being installed into.
If longer screws are required, we encourage customers to advise us either prior to placing the order or shortly after the order has been placed of the thickness of the material the handrail bracket will be installed into. This allows us to determine the appropriate screw length and assist with providing the correct fixings where possible.
With regard to the delivery address, the order was placed on 23 July and was dispatched on 24 July. As per our email correspondence that the request to redirect the parcel was submitted on the same day the order was dispatched.
We apologise for the inconvenience caused in this instance and appreciate your feedback regarding the suitability of the supplied screw.
Kind Regards
Helga Hilton
Customer Service Manager
Good afternoon, Andrew
Thank you for taking the time to leave your review.
We're sorry to hear that you did not receive your package as promptly as you expected, and we apologise for any inconvenience this has caused.
According to our records, your order has been marked as completed. If you could please email me the SKU number of the item you're referring to, I'll be happy to investigate this further and provide you with an update.
Please feel free to contact me directly at helga@keelerhardware.com.au, and I'll look into this for you.
Kind Regards
Helga Hilton
Customer Service Manager
“Very dissatisfied with the last interaction I had with Keeler as a company. I placed an order, the order came which was all incorrect. I returned all hardware which was worth 2.5k. With no appreciation for being honest, trustworthy and helpful. Instead I was charged an extra $50 for a few extra hinges at a discounted rate of $10.00 per hinge. When I clearly saved the company over 2.5k of hardware and 2 x amounts of courier charges. All I wanted was a size upgrade on my original hinge order with 5 x extra hinges added to the new order. Instead no real appreciation for the cost saved for the business, thanks Keeler for the let down.”
Good morning, James
Thank you for taking the time to share your feedback. We're sorry to hear that your recent experience with us left you feeling disappointed.
We sincerely appreciate your honesty in returning the oversupplied hardware, and we recognise the time and effort involved in doing so. We're sorry that the outcome did not meet your expectations. While the additional hinges were supplied at a discounted rate, we understand that you were hoping for a different outcome given the circumstances, and we're sorry that you were left feeling disappointed.
Customer satisfaction is important to us, and we're disappointed that we didn't leave you with a better impression.
Thank you again for your feedback. It helps us identify opportunities to improve both our service and our communication.
Kind regards
Helga Hilton
Customer Service Manager
“Product was received as described on the internet site. However, I think the customer support officer who answered my call needs to be educated a little more on the products, or she could have handed over to another officer who knew more about the product.”
“Excellent people, great knoledge, great range of products and helpful advice but unfortunately completely dysfunctional business processes and systems, I would not recomend you guys unfortunately”
Good morning, Mat
Thank you for taking the time to leave your feedback.
We're really pleased to hear that you found our team knowledgeable, helpful, and appreciated our product range. At the same time, we're genuinely sorry that our business processes and systems let you down. We understand how frustrating that can be, and it's clear that it affected your overall experience.
Thank you again for your feedback, we appreciate it and hope we'll have the opportunity to provide you with a much better experience in the future.
Kind Regards
Helga Hilton
Customer Service Manager
