“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
“The striker plate that I ordered did not match the image that the site supplied. I then contacted Keeler Hardware about it and they did not respond. I'm now I am stuck with a striker plate that is utterly useless.”
Good morning, Seth,
We’re sorry to hear the striker plate didn’t match the image. That’s not the experience we want for our customers.
Please froward the message to helga@keelerhardware.com.au so that I can look into this for you and then I can get back too you with an update.
Kind regards,
Helga Hilton
Customer Service Manager
“Great hardware to deal with. Ordered a special door handle and was kept updated for delivery to their Wetherill Park site. Picked up my order and their staff were very helpful.”
“Excellent service!! - the door knocker arrived in NZ promptly with lots of communication all along the way - from purchase to despatch to tracking to delivery. And it is exactly as described and expected and is excellent quality. I recommend these people!!”
“After purchase, was told they couldn't get what I ordered. Also had to return a different item, but wouldn't accept it because it wasn't in original packaging. That packaging was a small plastic bag that had been opened.”
Hello,
Thank you for sharing your experience. We’re sorry to hear there was an issue with what was available and the return packaging situation.
If you’d like to email me at cs@keelerhardware.com.au with regards to the order number and item numbers I can look into this for you.
Kind regards,
Helga Hilton
