“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….”
“Generally satisfied, however I was very frustrated as my order took so much longer to be delivered.
When I ordered, the system should have advised me it was out of stock and had to be ordered in.”
Good morning, Roy
Thank you for your feedback.
We’re pleased to hear that you were generally satisfied with your experience. However, we sincerely apologise for the frustration caused by the delay with your order.
We understand that it would have been helpful to know at the time of ordering that the item was out of stock and needed to be ordered in. We appreciate you bringing this to our attention and will take your feedback on board to improve the information provided to customers regarding stock availability and expected delivery times.
Thank you again for taking the time to share your feedback with us.
Kind regards,
Helga Hilton
“Keeler Hardware always seems to have what you need, even when no one else had what I needed recently.
Excellent service, fair pricing and quick procurement. And now with pick up lockers (which I didn't realise) so you can pick up after hours too!”
Good morning,
Thank you for your feedback. We’re pleased to hear you’re happy with the product and its value for money. We’re sorry, however, that your experience with our customer service didn’t meet your expectations. We take this feedback seriously and will use it to improve our service.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning Pardeep,
So that I can look into this for you, could you please email me at cs@keelerhardware.com.au regarding your refund request?
To assist with processing your request, please provide the following information:
Which item the refund relates to, or whether it is for both items
Your best contact telephone number
Once we receive this information, we can look into your request and assist you further.
Kind Regards
Helga Hilton
Customer Service Manager
“Asked questions prior to buying that have only just been answered. When placing the order my unit number dropped off my address. I emailed immediately to try and fix and tried calling the 1300 number which was disconnected. I googled to find a landline number online and after several minutes on hold the first person answered and had to transfer me. The second bloke I spoke to was far from helpful and talking over me, made it seem like I inconvenienced his day. I personally went to auspost to get the parcel redirected including my unit number as no faith after that phone call. When the parcel arrived it didn’t look as though he added my unit number anyway. The goods were what I wanted BUT 1 out of the 4 screws provided that were all required was double the length and I was unable to use on my handrail or it would have poked right through the whole thing. I had also asked for info on eBay from the same place and a month later received a reply. This place is a joke, doing bare minimum and clearly severely under staffed. The manager responded to my google review immediately but it took close to a month to respond to my actual emails - very poor service indeed. Worry more about your service and less about your reviews”
Good morning,
Thank you for taking the time to provide such detailed feedback. We are genuinely sorry to hear about your experience and understand your frustration.
With regard to the screws supplied, all of our handrail brackets are provided with standard-length screws suitable for typical installations. We understand, however, that installation requirements can vary depending on the thickness and type of material the bracket is being installed into.
If longer screws are required, we encourage customers to advise us either prior to placing the order or shortly after the order has been placed of the thickness of the material the handrail bracket will be installed into. This allows us to determine the appropriate screw length and assist with providing the correct fixings where possible.
With regard to the delivery address, the order was placed on 23 July and was dispatched on 24 July. As per our email correspondence that the request to redirect the parcel was submitted on the same day the order was dispatched.
We apologise for the inconvenience caused in this instance and appreciate your feedback regarding the suitability of the supplied screw.
Kind Regards
Helga Hilton
Customer Service Manager
Good afternoon, Andrew
Thank you for taking the time to leave your review.
We're sorry to hear that you did not receive your package as promptly as you expected, and we apologise for any inconvenience this has caused.
According to our records, your order has been marked as completed. If you could please email me the SKU number of the item you're referring to, I'll be happy to investigate this further and provide you with an update.
Please feel free to contact me directly at helga@keelerhardware.com.au, and I'll look into this for you.
Kind Regards
Helga Hilton
Customer Service Manager
“Very dissatisfied with the last interaction I had with Keeler as a company. I placed an order, the order came which was all incorrect. I returned all hardware which was worth 2.5k. With no appreciation for being honest, trustworthy and helpful. Instead I was charged an extra $50 for a few extra hinges at a discounted rate of $10.00 per hinge. When I clearly saved the company over 2.5k of hardware and 2 x amounts of courier charges. All I wanted was a size upgrade on my original hinge order with 5 x extra hinges added to the new order. Instead no real appreciation for the cost saved for the business, thanks Keeler for the let down.”
Good morning, James
Thank you for taking the time to share your feedback. We're sorry to hear that your recent experience with us left you feeling disappointed.
We sincerely appreciate your honesty in returning the oversupplied hardware, and we recognise the time and effort involved in doing so. We're sorry that the outcome did not meet your expectations. While the additional hinges were supplied at a discounted rate, we understand that you were hoping for a different outcome given the circumstances, and we're sorry that you were left feeling disappointed.
Customer satisfaction is important to us, and we're disappointed that we didn't leave you with a better impression.
Thank you again for your feedback. It helps us identify opportunities to improve both our service and our communication.
Kind regards
Helga Hilton
Customer Service Manager
“Product was received as described on the internet site. However, I think the customer support officer who answered my call needs to be educated a little more on the products, or she could have handed over to another officer who knew more about the product.”
