“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….”
“The staff were unwelcoming. I walked in & nobody took any notice of me. So I stood infront of a computer with a girl sitting behind it. She moved her head to the side & said “Yes” what sort of welcoming was that?? I asked where the window sashers were & the girl pointed in their direction. She couldn’t be bothered to get up & assist me. I had to buy 16 sashers there was no basket or assistance lucky I had my own big bag. I took them to the same employee to pay once payment was processed the girl said nothing and got up and walked away. No thank you no nothing. I have rated you 1 star although the service in your store deserved zero stars.”
Good morning, Tony
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience in our store.
The level of service you described is certainly not the experience we want our customers to have. We understand how frustrating it would have been to receive little acknowledgement or assistance.
We will be sharing your feedback with our team so we can address what happened and ensure our customers are welcomed and assisted appropriately in the future.
Thank you again, and we sincerely apologise for letting you down on this occasion.
Kind regards
Hegla Hilton
Customer Service Manager
“Very poor service. No one picks up the phone at the showroom and the Sales rep do not answer their mobile either. Takes weeks to make any chnages to an existing order or follow up on lead times.”
Good afternoon,
Thank you for taking the time to provide your feedback.
I am sorry to hear about your experience and understand how frustrating it can be when you are trying to obtain an update or resolve an issue.
Regarding your order for the 3 items, our records show that the order was dispatched and, according to the Australia Post tracking information, was delivered to:
Bellevue Hill NSW – Wednesday, 16 September at 10:42am
If you have not received the goods, I can arrange to obtain a Proof of Delivery (POD) from Australia Post and email this directly to the email address we have on file.
For any technical questions, you can also contact our Sales team directly at sales@keelerhardware.com.au. We also have a Webchat function available on our website, which you are welcome to use for assistance.
We appreciate you taking the time to provide your feedback and apologise for any inconvenience caused.
Kind regards,
Helga Hilton
Customer Service Manager
“I have only order twice from Keeler Hardware, I have been impressed both times. The delivery was so quick, it was way above my expectation. Keep it up!!”
“I was more than happy with Keeler.
From the very first contact when I rang Willoughby until the door handle was delivered nothing was too much trouble for your staff. I have dealt with you before.
Thank you.pp”
“Excellent products, very disappointing customer service. Purchased an internal latch for the door in the same colour as out door handle. When it arrived it was clearly a very different colour to our handle and would have looked odd.
We did not open the plastic bag it came in or open the product in anyway.
Tried to email to request a swap for a Matt black in the same product. Waited over a week and no response. Also tried calling customer service and no one answers the phone.
After over a week of having our door unsecured and we sent the latch back with the invoice details, enclosed a return express post bag and requested a swap of colour. Again no response.
Finally received an email saying they don’t exchange, and if I sent it back they would refund minus 15% fee.
I’ve always found the product quality to be wonderful but the customer service is very disappointing.
I’ve sent the tracking number, let’s see how many weeks it takes before I get a response and my door remains unsecured.
Update: once I sent this review and the tracking number we received a prompt refund and were able to reprocess our order”
Good afternoon, Michelle,
Thank you for taking the time to share your feedback.
We sincerely apologise for the delay in responding to your enquiries and for the inconvenience this has caused.
We understand how frustrating it would have been to order an item only to find that the finish did not match the colour of your existing door hardware.
I have investigated this for you and have been advised that a member of our Customer Service team has since been in contact with you and requested the tracking number for the return. They have also contacted our Returns Department to follow up on this matter and will get back to you once they have an update.
Thank you again for bringing this to our attention.
Kind regards,
Helga Hilton
Customer Service Manager
“We’ve purchased handles from Keeler Hardware for multiple projects now and have always had a fantastic experience. Their hardware is beautiful, high quality and adds the perfect finishing touch to our projects. Service is always excellent, communication is easy, and postage is incredibly quick. A reliable supplier we’re always happy to recommend! - Ebop Building”
