“Most impressed with supplying product that was out of stock.
Only sad part is delivery went to Ashfield not Telopea.
Still waiting on Australia post to respond.
I believe parcel is at Ashfield Post office.”
“Gone are the days when anyone actually cared, answered the phone or showed any personal interest.
I look forward to not using Keeler Hardware in the future”
Good morning, Philip
I’m sorry to hear that your experience with us did not meet your expectations.
We do value your business and would appreciate the opportunity to address your concerns. If you’re open to it, please let me know what went wrong or how we could have handled things better, and I’ll do my best to assist. You’re also welcome to contact me directly at cs@keelerhardware.com.au.
Kind regards,
Helga Hilton
“As a building company - We are finding the ordering / delivery process from Keeler very hard recently. There is lag in delivery from warehouse, miscommunication if products are actually in store.”
Good morning,
We’re very sorry for the delay in delivery and the miscommunication you’ve experienced. This isn’t the standard we aim to provide, and I understand how disruptive this has been for your projects.
I will escalate this to our logistics and warehouse teams to identify where the delays and miscommunications are occurring.
Kind regards,
Team Keeler Hardware
“This is a great business. Not only do they offer a good online as well as retail shopping experience, but they have staff who know what they are doing and can solve problems as they work. I have an example. I ordered a latch online, which would take a few days to arrive in store, but in the meantime I broke a lock by accidentally opening it and losing all the springs and metal pegs. I looked online to try to find a suitable replacement, but wan't sure. So went to the store in Willoughby. The person I spoke to found me the correct lock, briefed me on how to fit it (I am an amateur!), cancelled the online order for the latch (and refunded the purchase), and found me a replacement of a different make which was in store. So I left the store with everything I needed. I have since fitted it all and it perfectly solves my problem. In a world where you aren't dealing with a human half the time, it is so refreshing to have real people who know what they are doing, solve my problem with the minimum of fuss. Thank You!”
“I would recommend Keeler Hardware to anyone looking for quality front door lock sets. I was pleasantly surprised at how quickly my order arrived, easy to use website and the quality and finish of the lock sets I bought.”
“I have purchased fire rated door closers previously and was happy with the product as I orderedpre-drilled stainless steel kickplates. The picture online looks like the kickplates are black but they are actually
siver stainless steel”
“Product took months to arrive. I understand backorder, no issues with supply being held up. BUT, I received literally dozens of marketing emails about - "Sales" or "Items picked for me", yet no one, called or email me to tell me my product was on back order. Priority's I guess..”
Good morning Jason,
We’re very sorry for the long backorder delay and for the lack of timely communication about your order. This isn’t the experience we aim to provide, and we understand how frustrating this has been. We will review why you were contacted with marketing messages while no one updated you on the backorder status.
I will escalate this to our backorder team and ensure all customers receive a direct update as soon as possible.
Kind regards,
Helga HIlton
