“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….”
“Easy to order, huge range and competitive pricing against commercial accounts.
Also easy to deal with if there are any issues, or need to make a return.”
“Always very happy with my service. Sales team are very good. I deal with Aran and he is so helpful and points me in the right direction To answer below. I always go to the store and will telephone if needed once I have selected goods”
“The online service was great, very quick delivery. The quality of our handles is amazing. I can’t stop admiring how much they’ve elevated the look of our kitchen.”
“Very disappointed with the service.
Before the door lock was dispatched, I contacted Keeler Hardware as soon as I received a request from our customer that they needed to change and requested a privacy set instead of the entrance set originally ordered due to fire safety concerns and regulations. I was advised that there was no privacy type of the same product available and that the order could not be changed.
However, I later found a privacy set on their own website that appears to be exactly what we were looking for.
Despite notifying them of the change before the order was dispatched, the original item was still sent. We were then told to return it after receiving it, which means we may have to pay a 15% restocking fee as well as the cost and inconvenience of returning the parcel.
As a business owner, customer requirements can occasionally change, and we did everything we could to notify them before the item was sent. It's very disappointing that the order was still dispatched and that we are now potentially expected to cover additional costs to correct an issue we raised before shipping.
Very inconvenient and disappointing experience.”
Good afternoon,
Thank you for your feedback, and I’m sorry to hear that you were disappointed with your experience.
We understand that your customer’s requirements changed after the original order was placed, and we appreciate that you contacted us regarding the change. While we will always do our best to accommodate requests to amend or cancel an order, this is not always possible once an order has been processed or dispatched.
However, we would like to clarify the timeline. The order was placed on 4 August at 6:32 pm and was processed and dispatched the following day, 5 August. By the time we received your request to change or cancel the order, it had already been processed and was unable to be amended or cancelled.
We appreciate you bringing your concerns to our attention and apologize for any inconvenience caused.
Kind regards
Helga Hilton
Customer Service Manager
“Hi.
I recently bought a 100 pack of M4 Hafele Cabinet Fixing Screws (Order Confirmation attached). These are too sloppy in the M4 handles and I have 118 handles to attach. When measuring the O.D. of your M4 thread they measured 3.65-3.7mm which is too loose for such a small thread. Compared to a pack of 50 'Task Master' snap off M4 screws from Bunning, which were nearly half the price, and measured 3.9mm O.D. they are a sub-par product. I would like to return them and get my money back please.
Cheers.
Paul.”
Good morning, Paul
Thank you for contacting us and for providing the information regarding the M4 Cabinet Fixing Screws.
All available product information and specifications for this item are listed on our website. If additional measurements or information are required, we encourage customers to contact us prior to making a purchase so we can assist in ensuring the item is suitable for their specific application.
We are sorry to hear that the screws were not suitable for your cabinet handles and apologise for any inconvenience caused.
We look forward to assisting you with the return. For your convenience, our returns policy and the applicable return process are available on our website.
Kind regards,
Helga Hilton
Customer Service Manager
“I did not recieve the whole latch. I only got half of it
Be careful what you order from here. I have had to spend double because I couldn't only have the part I was missing”
Good morning, Judy
I’m sorry to hear that you did not receive the complete item as expected.
We understand how frustrating it would be to receive only part of the item you required.
As stated in the product listing, the latch includes the following components:
Standard strike
Standard body
Short snib
Finger plate
Outer pull
We would appreciate the opportunity to look into this further and determine which component may be missing from your order. Could you please provide us with some further information by emailing our Customer Service team at cs@keelerhardware.com.au?
Apologies again for the inconvenience caused. We look forward to assisting you further.
Kind regards,
Helga Hilton
Customer Service Manager
“A bit disappointing really. I went to do a changeover and stood unattended without eye contact or a ‘we won’t be long’ . Eventually I was attended to and then told to go and see the young lady at pickups. I went to pick ups and asked for her and was told that she was the only one that could do an exchange. I was told that she was on lunch and to wait a half an hour. I asked the two gents, one in his late fifties and the other approaching 40, if they could help, but they said they didn’t know how to do it. It was clearly apparent by their presence and my earlier observations that these gents were a supervisor and manager. They simply turn their backs to me and went on chatting.
I waited as I was far from home and as a builder I needed to get the job done.
I was far from impressed.
Anyway I waited and then spoke to the young lady when she returned. She attended to the task and minutes later it was resolved. I told her, in a sufficiently loud voice, so all the staff could hear, that she should ask for a pay rise as it is clearly obvious that she is more skilled and able then old rude men supervising her.
Keeler really needs to get their customer service sorted. They have a bit of a monopoly in Sydney (NSW), but that won’t last if my treatment continues.”
Good morning,
Thank you for taking the time to provide such detailed feedback. I’m sorry to hear about your experience during your recent visit.
I understand your frustration, particularly as you were left waiting without being acknowledged and then had to wait further for the team member who could assist you with the exchange. I appreciate that, as a builder, your time is valuable and you were trying to get the job completed.
The level of service you described is certainly not the experience we want our customers to have. We will raise your feedback with the relevant team so that we can address the concerns around customer service, communication and ensuring staff are able to assist customers when needed.
I’m pleased that the exchange was eventually resolved, and I also appreciate your positive comments about the young lady who assisted you.
Once again, I apologize for the frustration and inconvenience caused, and thank you for bringing this to our attention.
Kind regards,
Helga Hilton
Customer Service Manager
“We’ve been searching for just the right front door hardware for a while. A smart lock option that wasn’t your typical Matt black and something to suit our new coastal front door. Keeler came thru with the goods, offering a beautiful slim satin brass design with all the mart lock options AND a very competitive price to boot! Great communication and a super fast delivery. Thanks Keeler Hardware. We’ll be back!👍”
