“This place has biggest range I’ve ever seen under one roof. I’m in general property maintenance & repairs, not a tradesman and so usually prefer to go there directly, replacement part in hand, rather than buying online, the times I’ve visited it’s always been busy, and yeah it may take a bit of time to get served, to run and manage such vast inventory it’s no walk in the park, but definitely worth the wait. I’ve always found a suitable replacement parts for all type of locks or handles, even the very old ones I’ve managed to find a matching replacement, or one close enough, to be able to meet my customers’ requirements & expectations. For me, the travelling from Eastern suburbs to their Willoughby North showroom worth its weight in gold! Thanks for the service guys will see you again soon….”
“Please don't ever give up ! KEELER HARDWARE is a one-of-a-kind institution where there are really knowledgable people to speak to about very arcane topics (like old locks and so much more ..) We know in this modern world of false 'progress' you must feel sometimes that your 'investment' there in real estate and staff is not really returning 'top dollar'. Ignore all that and engage more young ones who can learn and have the energy to put in those long hours. SUPPORT KEELER HARDWARE & IGNORE BUNNINGS ETC”
Good morning,
Thank you for taking the time to leave your review.
We’re sorry to hear that the delivery time did not meet your expectations. We understand how frustrating it can be as you placed the order on the 17th of August, it was dispatched on the 19th of August but due to the transport company it was on delivered on the 25th of August, once an order has been dispatched, the delivery timeframe is dependent on the transport company and is unfortunately outside of our direct control.
We apologise for the inconvenience caused and appreciate you taking the time to provide us with your feedback.
Kind regards,
Helga Hilton
Customer Service Manager
Good afternoon
Thank you for your feedback, and we apologise that we have not yet been able to provide you with a clear and meaningful response to your query.
We understand your frustration, particularly after having to exchange several emails without receiving the information you were looking for. We are following this up with the relevant team to ensure your query is properly addressed.
We appreciate your patience and apologies again for the inconvenience.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning, Peter
Thank you for taking the time to leave a review.
We’re sorry that you did not receive your package as promptly as you expected, and we apologise for any inconvenience caused.
Shipping time estimates can vary depending on the products included in an order. Some products may have a lead time before they are dispatched. In this case, the item you ordered requires courier delivery, as it cannot be sent via standard postal services. The applicable shipping cost was displayed on our website at the time of purchase.
We understand that the combination of the shipping cost and dispatch time may have been disappointing, and we appreciate your feedback. We look forward to the opportunity to provide you with a faster and smoother experience with any future orders.
Kind regards
Helga Hilton
Customer Service Manager
“Lived just down the road in Willoughby for 30 years. Moved to Brisbane and then had absolutely excellent online and telephone experience with them. High quality hinges for a very fair price”
“Easy to order, huge range and competitive pricing against commercial accounts.
Also easy to deal with if there are any issues, or need to make a return.”
“Always very happy with my service. Sales team are very good. I deal with Aran and he is so helpful and points me in the right direction To answer below. I always go to the store and will telephone if needed once I have selected goods”
“The online service was great, very quick delivery. The quality of our handles is amazing. I can’t stop admiring how much they’ve elevated the look of our kitchen.”
“Very disappointed with the service.
Before the door lock was dispatched, I contacted Keeler Hardware as soon as I received a request from our customer that they needed to change and requested a privacy set instead of the entrance set originally ordered due to fire safety concerns and regulations. I was advised that there was no privacy type of the same product available and that the order could not be changed.
However, I later found a privacy set on their own website that appears to be exactly what we were looking for.
Despite notifying them of the change before the order was dispatched, the original item was still sent. We were then told to return it after receiving it, which means we may have to pay a 15% restocking fee as well as the cost and inconvenience of returning the parcel.
As a business owner, customer requirements can occasionally change, and we did everything we could to notify them before the item was sent. It's very disappointing that the order was still dispatched and that we are now potentially expected to cover additional costs to correct an issue we raised before shipping.
Very inconvenient and disappointing experience.”
Good afternoon,
Thank you for your feedback, and I’m sorry to hear that you were disappointed with your experience.
We understand that your customer’s requirements changed after the original order was placed, and we appreciate that you contacted us regarding the change. While we will always do our best to accommodate requests to amend or cancel an order, this is not always possible once an order has been processed or dispatched.
However, we would like to clarify the timeline. The order was placed on 4 August at 6:32 pm and was processed and dispatched the following day, 5 August. By the time we received your request to change or cancel the order, it had already been processed and was unable to be amended or cancelled.
We appreciate you bringing your concerns to our attention and apologize for any inconvenience caused.
Kind regards
Helga Hilton
Customer Service Manager
“Hi.
I recently bought a 100 pack of M4 Hafele Cabinet Fixing Screws (Order Confirmation attached). These are too sloppy in the M4 handles and I have 118 handles to attach. When measuring the O.D. of your M4 thread they measured 3.65-3.7mm which is too loose for such a small thread. Compared to a pack of 50 'Task Master' snap off M4 screws from Bunning, which were nearly half the price, and measured 3.9mm O.D. they are a sub-par product. I would like to return them and get my money back please.
Cheers.
Paul.”
Good morning, Paul
Thank you for contacting us and for providing the information regarding the M4 Cabinet Fixing Screws.
All available product information and specifications for this item are listed on our website. If additional measurements or information are required, we encourage customers to contact us prior to making a purchase so we can assist in ensuring the item is suitable for their specific application.
We are sorry to hear that the screws were not suitable for your cabinet handles and apologise for any inconvenience caused.
We look forward to assisting you with the return. For your convenience, our returns policy and the applicable return process are available on our website.
Kind regards,
Helga Hilton
Customer Service Manager
