“Initially ordered 3 key alike but only 2 keyed alike, as soon as I notified Keeler another 3 sets of euro cylinders were in the mail. It's is easy to mail items, but more difficult to fix problems. Keeler immediately fixed the problem. Well done currently OS when I get back will see what I do with the first lot.”
“Recently had the opportunity to encounter Tony in sales he went above and beyond the call of duty to help me out with french door lock set extremely good service and satisfying thank you very much Tony cheers Geoff”
“Keeler supplied a bunch of hardware including door handles, hinges, drawer handles and cavity slider locks. All the gear top quality, turned up fast and Kevin was super helpful when I have to amend my order. I won't hesitate to use them again!”
“Mixed reactions. I ordered an Elgate D-latch with handle online. Easy process. Order arrived quickly. However, no instructions on how to attach handle to D-latch. Nothing on-line anywhere. I tried all sorts of queries and also looked for images and videos. I rang Keeler and was sent to Vader, the supplier. Very little help despite 2-3 phone discussions and sending them photos. Their theory did not match the practical application. Turned out that I needed 2 shifters, while the tongue of the D-latch was held in my vice. A customer feedback on ebay said that they ended up welding theirs. Good service let down by a lack of support/information from their supplier. I actually ordered both a handle (for a friend's gate with an old Elgate D-latch - the handle didn't fit the slot) plus a kit (which was a D-latch in a bag plus another handle). No instructions.”
Good morning, Sandy,
Thank you for taking the time to share your experience with us. I'm sorry to hear about the difficulties you faced with the Elgate D-latch and the support you received from the supplier. We strive to ensure our customers have all the necessary information for a smooth installation, and it's clear we fell short in this instance.
We appreciate your feedback and will be looking into how we can improve our support and product documentation moving forward. If there’s anything else we can do to assist you, please don’t hesitate to reach out directly.
Warm regards,
Helga Hilton
Customer Service Manager
“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
