“I bought an item from your website and chose the option on the wesite to pick it up from you Willoughby store. But when I received the invoice via email, the invoice noted that the item is to be shipped to me instead. I had to call the store to make sure it won't be shipped. I was told I will receive an email once the item is ready to be picked up. Several days later, I still had not received an email, so I called the store again and was told that yes, the item is ready to be picked up. At the store, I found the attitude of the people at the front desk to be cold and unfriendly.”
Good morning,
Thank you for taking the time to leave feedback. We’re sorry for the confusion with your pickup order and for the unfriendly attitude you encountered at the Willoughby store. This isn’t the service we aim to provide, and we’ll review what happened to prevent it from happening again.
Please email cs@keelerhardware.com.au with your order number and the best contact details, and we’ll have a dedicated team member follow on any enquiries that you may have.
Kind regards,
Helga Hilton
“Had to chase up the item even though it was listed in stock.
When I picked up the item I wanted to talk to a locksmith to get some work done and was told a locksmith is only on site 1 day a week - bizarre!”
Good morning Derek,
Thank you for taking the time to place this review.
We are sorry that you were not satisfied with the service that you received. We would like to offer our sincere apologies and apologize for any inconvenience.
Our Locksmith is available on a Tuesday at Willoughby and on a Thursday at Wetherill Park.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Kind regards,
Team Keeler Hardware
“The service is becoming more impersonal & terse.
No reply to emails, constant waiting on telephone.
I will be actively seeking an alternative supplier.”
Good morning,
Thank you for taking the time to leave feedback. We’re sorry to hear you’ve found our service impersonal and that emails and phone messages haven’t been responded to promptly. This isn’t the experience we aim to provide, and we’ll review your case to understand what happened and how we can prevent it in the future.
If you’re open to it, please email us at cs@keelerhardware.com. au with your order number or the best contact details, and we’ll have a dedicated team member get in touch to resolve the outstanding communications and discuss alternatives if you’re considering other suppliers.
Kind regards,
Team Keeler Hardware
“I highly recommend Keeler Hardware. I purchased an item online and received said item within 36 hours of purchasing directly to my home mailbox. It was well packaged and as ordered”
“Keeler Hardware have been excellent to deal with. Orders are processed quickly, delivery is reliable, and the products are always good quality. Never had any issues — highly recommend them.”
“Unfortunately I can only give 2 stars. Products that they actually have in stock arrived promtly, but items that are noted as "in stock" but are actually from an external supplier take way too long to be delivered with absolutely no communication that these "in stock" items are actually dependant on the external supplier.
Multiple emails and phone calls were'nt returned and again, no communication as to when the externally sourced items would be delivered. It was like they were lost or forgotten, and when i did actually speak to someone, nobody knew what was going on. "we'll get back to you" was the go to response, but i never had a return phone call or email.
If i had've been told straight up that some of the items are sourced from an external supplier, then I would have accepted that, but having your order marked as delivered with only 10% of the order actuallly delivered is a majoy issue.
The externally sourced items where eventually delivered, only after I advised i would be seeking a refund or would dispute the transaction with my bank to get a refund, which is entirely not good enough to get to that point.
Im sure they are usually a fine company (who need to work on their customer communation), but beware the "in stock" items that are actually externally sourced (not that you know until its too late).”
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.
Kind regards,
Team Keeler Hardware
“The customer service and delivery time is very poor and slow.
I ordered and paid for the products early on Friday morning. As of Tuesday we still had not received any tracking details. We contacted the supplier and we told that they had already been distributed and left the warehouse from Melbourne and would arrive at the end of the week. on Wednesday we still do not have a tracking number so we contacted them again. Then we were sent a tracking number advising that the products were now coming from Tasmania and we won’t have them until late the following week. If we had known at the time of purchase we would never have purchased items from this company and some locally. Come highly recommended, however I could not recommend them. If you were not in a rush with your project and have weeks to wait for your supplies then maybe This is for you. My experience is very negative, I was certainly lied to, and only provider with the tracking number late Wednesday afternoon which is three days after the products had been purchased. My advice support your local businesses and avoid company”
Good morning, Mathew,
We’re sorry to hear about the delay and the confusion with tracking. This isn’t the experience we aim to provide.
I can confirm that the order was dispatched on the 17th of November and delivered on the 21st of November.
Warm regards,
Helga Hilton
“It's been 3 weeks now... and I still do not have my door handles.. carpenters have been and gone... this has been A VERY disappointing experience.
I still do not know when I will receive my ordered products.”
Good morning, Ben
I sincerely apologize for the delay and the inconvenience this has caused. This isn’t the experience we aim to provide.
I’ve just sent you an email with the tracking number and an update on the current location of your order.
Please let me know if you have any questions or need anything further
Warm regards,
Helga Hilton
Customer Service Manager
