“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
“Hello there I ordered parts expecting a
Quick turnaround but that wasn’t the case
The company told me the parts were still getting
Manufactured so the delivery date was a lot longer which is not ideal for my business
I spoke to one of your team members to find out
When I was getting the product and he said that he would chase it up and ring me back but never rang back my agreement is if it’s not available say so
Regards tony cam”
Good afternoon Antonino,
Thank you for sharing your experience, and I’m sorry to hear about the delay and the lack of a callback. That isn’t the level of service we aim to provide.
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
“Keeper hardware had the right product at a competitive price. Reasonable freight charge and quick delivery. 100% delighted with the product and service, I will definitely buy from them again.”
“My experience was not good at all. Ordered a seal online, was advised that I would receive an email advising once the part was ready to collect at the Willoughby shop. Received an email on Monday afternoon saying the item was ready for collection. Went out of my way on Tuesday to collect the item.After a considerable wait was told the item was not at the shop. When I questioned this I was told "Ohh, what happens is the warehouse will send out emails once the part leaves the warehouse, so your item is still in transit". I was then promised that they would deliver the part that day.
And it's now thursday and I'm still waiting............”
Good morning,
We’re sorry to hear about your experience and the delay you’ve faced. This isn’t the standard we strive for, and we’d like to investigate why there was confusion between the collection email and the item’s status.
Once again, our sincerely apologise for the inconvenience caused. I will send you an email with regards to the tracking # as this was processed yesterday.
Kind Regards
Helga Hilton
Customer Service Manager
“Highly recommend Keeler Hardware I ordered incorrect brackets and realised I got wrong ones quick email to see if I can get correct ones. Response was fast and easy transaction. Even got the screws to match. Very happy will keep them in my contacts for when I need them. 🌟🌟🌟🌟🌟”
“Online shop is not accurate with shipping charges and as a result I got slugged with an additional $50 for oversize items. Shitty service considering I spent $800 on products and then had no choice but to pay the extra after checkout.”
Good morning Doug,
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration regarding the additional oversized shipping charge. While we do our best to provide accurate freight estimates online, some bulky or oversized items can incur extra carrier costs that are only confirmed after processing.
That said, we will endeavour to communicate this more clearly prior to payment in future. We value your business and appreciate your feedback as we continue working to improve the accuracy and transparency of our shipping system.
Kind regards
Helga Hilton
Customer Service Manager
You can reach us at cs@keelerhardware.com.au.
Kind regards,
Team Keeler Hardware
