“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….”
“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.”
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”
“The 4" Stainless steel hinges that we had used for ages were available at your business, they were freighted free of charge , we were notified of tracking and were pleased with the service.”
“I was sent a product in a banged up old box. When I opened it to inspect it, it clearly been haphazardly repacked. This is not my issue. After engaging a locksmith, he informed me that the item was not fit for for my purpose. I returned the item well within the return policy time frame, but was told it would not be refunded due to "evidence of installation". Not only do I not have the capacity to install the lock, but I don't have the right door for this lock. Now Keeler have my money and the lock! Keeler you suck. Be better.”
Good morning, Joel,
Thank you for taking the time to leave a review.
Unfortunately, your return did not comply with our returns process. The item was received with scratches and clear signs of use, and our supplier has also confirmed evidence that the item had been installed. As a result, the item is no longer in a resalable condition.
As outlined in our previous email correspondence, we can arrange to have the rejected item returned to you at our cost. I will instruct our warehouse team to arrange the return to you.
Kind regards
Helga Hilton
Customer Service Manager
“Not for publication, truly your left hand does not know what the right hand is doing!
I have several unanswered emails, even unanswered after Lyn asked Sales to assist the customer. No reply, dead silence. Getting through on your phone is a lottery, you hang on because you are number 1 in the queue and then the phone hangs up on you , not once at least twice perhaps even three times. I'm wanting to return something but want permision first. John Randall (0418 640 023)”
Hi John,
Thank you for taking the time to place this review. and I’m sorry for the frustration you’ve experienced.
I completely understand why you’re unhappy, particularly after sending several emails without receiving a response and then having difficulty getting through.
I apologies for the lack of communication and the inconvenience caused. I’ll make sure your request to return the item is followed up and that you receive a clear response regarding the return process.
Thank you for bringing this to our attention, and again, I’m sorry you’ve had such a difficult time trying to get assistance.
Kind regards,
Helga Hilton
Customer Service Manager
“I recently purchased a sliding door lock to replace a broken one, a quick search and a exact replacement was found on Keeler Hardwares comprehensive site at a very competitive price.
The service and communication was first rate and the item was dispatched quickly.
I was then keep up to date on my order status via email.
All up a great company to deal with and my lock was exactly as described and working well.”
