Good morning Lynne,
Thank you for taking the time to place this review.
We are sorry you did not receive your package as promptly as you expected. We do apologize for any inconvenience caused.
We are looking into this and I have emailed you the tracking #.
Kind regards
Helga Hilton
Kind regards,
Team Keeler Hardware
“I have purchased a number of items now from keeler Hardware and am very happy with everything we have received.
The service is nothing short of amazing.
Thanks Team
Richard”
Good morning,
Thanks for letting us know. We’re sorry the locks arrived incomplete and that the mortice finishes don’t match. This isn’t the standard we aim for. Please could you share your order number and a couple of photos of the items? We’ll arrange replacements or a suitable resolution as quickly as possible.
Please email the information to cs@keelerhardware.com.au.
Kind regards,
Team Keeler Hardware
“This is the second time in 3 months that I have ordered from your company. It will be the last!!! 1) I placed an online order to pick up at Willoughby. After a poor experience last time I ordered I emailed customer service to request an accurate ETA. I received an email back from Helga Hilton stating that it would be shipped and the end of the week. 2 weeks later after hearing nothing I visited the Willoughby store only to find that my order had not even been placed with the suppliers. I ended up finally receiving my order nearly 1 month after the initial order which is totally unacceptable for what was an urgent order.”
Good morning,
Thanks for taking the time to leave your feedback. We’re sorry for the delay in dispatch and that it took longer than you expected. This isn’t the standard we aim for, and we’ll review our dispatch process to prevent this in the future.
Kind regards,
Team Keeler Hardware
Hi Matthew,
If you are chasing a replacement for a faulty item, please email all the relevant information to cs@keelerhardware.com.au, for example the: tax invoice # and qty so that we can look into a replacement item.
Kind regards,
Helga Hilton
“Has taken over one week to get items i ordered that are in stock at willoughby branch and i still havent recieved them
I jeed items today friday 12 th December at the latest to hand over job to client
I ordered last thursday”
Hi Andrew,
We’re really sorry to hear about the delay and that your items haven’t arrived yet. As per the tracking information the order was dispatched yesterday with Express Mail and the delivery is Expected Mon 15 – Tue 16 Dec.
Kind regards,
Helga Hilton
“I did not receive part of my order, that is not good. The worst part however has been the appalling customer service in regard to this. I have had several telephone conversations and a couple of emails but this company does not care, blaming it on their new computer system. No follow up, no return calls they promised after looking into it. No response to my emails.
I am a design professional and have been a long term customer and specifier, the $40 dollars worth of items not delivered were for a client and part of a larger order and the rest did arrive.
It is very frustrating dealing with a company that is not customer focussed...so better to shop elsewhere.”
Hi Gordon,
We’re truly sorry for the missing items and the poor communication you’ve experienced. This isn’t the standard we aim for, and we’ll review the order and our follow-up process to prevent this in the future.
Please email me at cs@keelerhardware.com.au and let me know which item you are missing so we can locate it and give you an update or if the item went missing I can raise a new order for you.
Kind regards,
Helga Hilton
Customer Service Manager
“Staff at Willoughbywere ok not exceptional at all and seemed to have limited knowledge of smart locks. Additionally no communication re order for a week till I followed up. Do you operate on he who screams loudest gets service. I do not understand how an order in stock is not dispatched in at least 7 days.”
Hi Dale,
We’re really sorry to hear about your experience and the lack of communication regarding your order. This isn’t the standard we aim for, and we’ll review the staff knowledge and order process to prevent this in the future.
If you’d like to discuss or have any questions regarding any of our items, please email us at sales@keelerhardware.com. au and we can look into this and get back to you.
Kind regards,
Helga Hilton
Customer Service Manager
“Extremely bad service. There is no proper communications between your phone staff and your warehouse. I have still not received my cabinet handle. Really bad service”
Hi Alice,
We’re really sorry to hear about the breakdown in communication and the delay with your cabinet handle. This isn’t the experience we aim to provide.
I can confirm that the order was dispatched and as per the tracking information it is on board for delivery today - 11th of December
Kind regards,
Kind regards
Kind regards,
Team Keeler Hardware
