“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
“I hated this experience and I’ve lost a client over the mistake, the delays of getting help to fix the problem was very disappointing and took days now it’s been 2 weeks since this job started and now I’m out of pocket for my time and for paying for a product that should of been correct from the start over 1 door handle not something a small business can afford.”
Hi Jesse,
Thank you for taking the time to share your feedback. I'm truly sorry for the frustration and inconvenience this situation has caused.
I completely understand how disappointing it is that an issue with something as simple as a door handle resulted in these delays. That's not the experience we want any customer to have, and I sincerely apologise for this.
I am currently looking into what has happened and am waiting on further information regarding this issue. As soon as I have an update, I'll get back to you.
Thank you for bringing this to our attention. Again, I'm very sorry for the outcome you've experienced, and I appreciate your patience while I investigate this further.
Kind regards,
Helga Hilton
Customer Service Manager
Hi Nick,
I'm sorry to hear that you've consistently had a poor experience with our service. That's certainly not the standard we aim to provide.
If you'd like us to investigate this further, please email me all the information to cs@keelerhardware.com.au, so that I can review the matter and get back to you as soon as possible.
Kind regards,
Helga Hilton
Customer Service Manager
“Great to deal with their website is easy to navigate and they actually answer their phone when you ring!!. Not to mention delivery within 24-36 hours.
Highly recommend👍👍”
