“I ordered a product, which turns out to be the wrong one. I sent an email within half an hour of ordering it but they couldnt or wouldnt change my order. Rather disappointing as I am sure they got the other email in time.”
“I placed an order for two separate items. While one of those items was shipped and timely notifications were sent, no communication was provided for the second item. On following up, I was informed that it was out of stock and that I had to wait for it to be back in stock. I was prepared to wait and replied, confirming my preference. However, the order was unilaterally canceled, and I was advised to place a new order once the item was back in stock.
I expressed my dissatisfaction with the process and am still waiting for a reply. The quality of the product is great, but customer service needs improvement.”
Good afternoon, Digby
We sincerely apologise for the inconvenience caused.
Your order was placed on 22 June and dispatched on 26 June. According to the Australia Post tracking information, a delivery attempt was made, however it was unsuccessful due to an incorrect address:
Attempted delivery
Address details incorrect
GERALDTON WA – Fri 3 Jul, 1:59 pm
Could you please email me at helga@keelerhardware.com.au with the correct delivery address? Once I receive it, I will contact Australia Post to request that the parcel be redirected, if possible.
I look forward to hearing from you.
Kind Regards
Helga Hilton
Customer Service Manager
“I needed to track down a suitable door handle to replace a discontinued one (20 years old) at my home. The team at Keeler were a great help in confirming the best alternative and shipped it out to me super quick. Great service!”
“Very simple process. Needed to call the online support as well just to confirm a measurement and the support person was so knowledgeable and helpful. Correct item arrived and installed.
Thank you”
“sadly the items i purchased were of poor quality and arrived damaged. its taken weeks for Keeler to finally have refunded the purchase, but not before making numerous calls to them. this should have been resolved sooner and more proffesionally. i will not be purchasing from Keeler ever again.”
Good afternoon,
We're sorry to hear that your order arrived damaged and that the quality of the items didn't meet your expectations. We also apologise for the delays and the effort you had to go through to obtain your refund. We understand how disappointing and frustrating that experience would have been.
This isn't the standard of service we aim to provide, and your feedback has been shared with our team for review. While we're glad your refund has now been processed, we regret that it took longer than it should have. Thank you for taking the time to share your experience with us.
Kind regards
Keeler Hardware Team
“Always happy to shop at Keeler. Staff always helpful. The door stops were available on the spot.
Ordered some outdoor brass numbers that was delivered to the self-pickup box. It works amazing. Took longer than anticipated but received a message with the code number and when punched in the code, the mailbox opened with the ordered items neatly packaged inside.
Well designed and efficient solution!
Thank you and thank you for still having a shop we can walk into instead of only online shopping.”
“After a few years of purchasing from Keeler this latest order was delayed over 3 weeks with no communication from the team. It's the first instance we have experienced of this and the customer service was difficult to reach in NSW. Kept getting offshore call centres who wouldn't assist with expediting the items. This latest delay cost our business as delivery to our clients of finished projects depended on the hadles arriving within 3-5 days not 3 weeks! We are seriously considering our options for future orders. Exceptionally dusappointing considering what used to be excellent local service and timely delivery.”
Good morning,
Thank you for taking the time to share your feedback, and thank you for your loyalty over the past few years.
I'm sincerely sorry to hear about your recent experience. A delay of more than three weeks, combined with the lack of communication and the difficulty you experienced reaching our customer service team, is not the level of service we aim to provide.
Your feedback has been taken seriously, and we are reviewing what occurred with your order so we can better understand where the process broke down and work to prevent this from happening again.
We genuinely value your business and appreciate you bringing this to our attention.
Kind regards
Helga Hilton
Customer Service Manager
