“The fact that delivery would take 5 days only appears on the order form after the order is placed. You are competing against Amazon and others as you well know. Having seen that many items were also available, in stock, for click and collect at the Willoughby store I drove there the day after placing my order. They were out of stock. Deceptive and disappointing.”
Good morning, Chris
Thank you for your review and for sharing your concerns with us.
We apologize for the confusion regarding the delivery time and the stock availability at our Willoughby store. We strive to provide clear information during the ordering process, and it’s unfortunate to hear that we fell short in this instance. Your feedback is valuable and helps us improve our services.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
“The after sales customer support is poor. I tried to return 7 unused items, but because I purchased them over 60 days ago, your customer service agent wouldn’t allow me to refund the items. All items are unopened in perfect saleable condition in the original packaging and there is no logical reason why I shouldn't be able to return the items, particulalry since I've spent thousands of dollars on my renovation project at Keeler hardware as a loyal customer. I called Daryl in customer service who said that if I wrote an email to explain my situation, Keeler would refund the items which I did but I heard nothing at all from Keeler since then, hence my dissatisfaction with Keeler customer service.”
Good morning, Patrick
Thank you for your review and for bringing this to our attention.
We sincerely apologize for your experience regarding the return of your items. It's concerning to hear that your communication with our customer service was not satisfactory, and we understand your frustration, especially as a loyal customer. We value your feedback and will review our processes to ensure better support moving forward.
I will send you an email with regards to the return of the 3 different items.
Warm regards,
Helga Hilton
Customer Service Manager
