Good morning, Allan,
Thank you for taking the time to share your experience with us. We sincerely apologize for the delay in the delivery of your order. We understand how frustrating it can be when expectations for express service are not met, and we truly appreciate your patience in this situation.
Please know that your feedback is important to us, and we will work to address the delivery issues with our partners to prevent this from happening again in the future. If there’s anything else we can do to assist you, don’t hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Terrible experience!! I visted Keller Hardware with two clear requirements: adaptor plates and 70mm latches. My partner showed the salesperson the exact specifications on their phone (neighbours in our 80s apartment building had recently purchase the same handles form keeler) I showed the salesperson the exact specifications on my phone. Keeler delivered 60mm latches instead, which prevented the locksmith keeler recommended us to use unable to install them. After My partner called Keeler, we were told the SKU (9211KPASS60) indicated lacth size and that our requirements should have been "in writing" , As a result we're $340 out of pocket due the error - $227 for the lcoksmith and $107 for the new latches we had to purchase from keeler. I would never recommend avoiding this store!”
Good morning, Tom,
Thank you for taking the time to share your experience with us. We sincerely apologize for the misunderstanding regarding your order and the frustration it caused. It's clear that we did not meet your expectations in assisting you with your specific requirements, and for that, we are truly sorry.
Your feedback is invaluable as we work to train our team better and ensure that our customers receive the proper guidance with their purchases. We understand how this situation has impacted you financially, and we appreciate your candor.
If there's anything more we can do to assist you, please feel free to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Ordered and paid for 8 sash balances , told 7 to 10 days. I contacted and went in to shop 4 times to find out why it was taking so long. Got 4 of the sash balances after 2 months. They said the other 4 were lost in transit. Cancelled the rest of the order. Took another 3 weeks to get a refund.”
Good morning, Tom,
Thank you for sharing your experience with us. We sincerely apologize for the delays and the inconvenience you faced regarding your order. It’s disappointing to hear that the process fell short and that you encountered difficulties with communication and receiving your items.
We understand how frustrating it must have been to deal with lost shipments and the delay in your refund, and this is certainly not the standard we aim to uphold. Your feedback is invaluable to us as we address these issues with our team.
If there's anything else we can do for you or if you have any further concerns, please do not hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Hi. Please note that the courier just left the parcel at the front door without getting a signature ftom me. The products cost over $2000 and it would have been a disaster if someone else eould have taken the package”
Good morning, Alice,
Thank you for your feedback regarding the delivery of your parcel. We sincerely apologize for the oversight with the courier leaving the package without obtaining your signature, especially given the value of your order. We understand how important secure delivery is, and we appreciate you bringing this to our attention.
We will address this issue with our delivery partners to ensure that similar situations do not occur in the future. Your peace of mind is a priority for us, and we appreciate your understanding in this matter.
If there's anything else we can assist you with, please do not hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“I recently bought new kitchen cupboards knobs. Very pleased with their quality and look.
I had seen these at a kitchen shop but it was nearly half price to buy direct from Keeler.”
“Customer service good but product quality control needs to be better, 1 of the spirals fell out of the tube,4 of the spirals came with no feet and 4 tubes were not quite equal. All other spirals were good.”
Good morning, Julian,
Thank you for your feedback regarding your recent purchase. We appreciate your kind words about our customer service. However, we sincerely apologize for the quality control issues you encountered with the product. Your insights are invaluable for us to improve our processes, and we will certainly address these concerns with our team.
We’re glad to hear that the majority of the spirals met your expectations, and we hope to provide you with a more seamless experience in the future. If there's anything further we can assist you with, please don’t hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“Service was couereous znd reliable. Due tochanges in my project the friction hinges which I had ordered were no longer suitable znd Keeler allowed me to return them fot a small restocking fee. I would definitely use them again.”
“I was so pleased to find exactly what I wanted at Keeler Hardware.
The staff were so friendly and helpful when I rang to speak to them before ordering.
It was easy to place the order online and my purchase arrived really quickly.
I will happily purchase from them again.”
