“Early in the morning I saw the item I wanted online. I called ahead to make sure they had it in stock for same day pick up from Willoughby and they did so I made the order.
I went to pick it up in the afternoon. The store was a little confusing layout wise - they have a room with desks you need to queue for where instructions aren’t too clear. I was called up and immediately the person tells me… your order is for Weatherill park pick up so you need to go there. That is super far away and I specifically needed it that day. I said I had not made any mistake when ordering and was clear it was Willoughby. I said the lady told me they had stock at that store. He gave a bit of attitude and said his system won’t allow me to pick up from there I need to drive to Weatherill park. I didn’t find this acceptable and his colleague overheard, came over and said it is possible to do. It took about 20 min for him (and his colleague) to muck around with their system so I could get my single door lock. It was handed to me and I left.
Product was as expected but customer service and their system is terrible.”
Good afternoon,
Thank you for taking the time to share your experience with us at Keeler Hardware. We’re truly sorry to hear about the confusion you encountered with your order pickup and the service you received during your visit. Our aim is to provide a seamless experience, and it’s clear we fell short this time.
We appreciate your feedback about the layout and clarity in instructions, as it helps us recognize areas for improvement. We’re looking into this to make the process more straightforward for our customers in the future.
If there's anything else we can do to assist or if you have further concerns, please don’t hesitate to reach out.
Warm regards,
Helga Hilton
Customer Service Manager
“I had Keelers recommended to me but unfortunately I would not use again or recommend. I still dont have my complete order after almost 3 months . Communication is frustrating and poor. I'm doing all the chasing up.”
Good afternoon, Lisa
Thank you for your feedback and for sharing your experience with us.
We sincerely apologize for the delays and the frustration you’ve faced regarding your order. Clear communication is a priority for us, and it’s disappointing to hear that we did not meet your expectations in this instance. We are currently reviewing our processes to improve our service moving forward.
Please reach out to me at cs@keelerhardware.com.au so we can further assist you.
Helga Hilton
Team Keeler Hardware
“I have bought a number of door furnature fittings from Keeler Hardware and I have had no issues with the hardware and the quality is excellent. So much so I keep going back to them.
Communications with my delivery is excellent too”
“The gentleman who served me (we exchanged names, but memory fails me) was very friendly and most helpful. He’s been there for some time and is a credit to Keeler Hardware.
The item purchased is exactly what I was looking for and, all together, I’m very happy.”
