“Usually great service from the team. I did have an issue with an item that was in stock but then out of stock when I called to follow up, but it was resolved quickly and the order completed.”
“Was not happy with the service I received. Staff were not very friendly on the phone and the shipping time took double the amount of time that they said it would take on the website. Had to call up multiple times to find out why the products were taking so long to get to me. Most of the products were faulty and had the send it back and even though I was told I would get a refund they didn’t send the full amount of money back and I had to chase it up yet again. Would not recommend this company.”
Good morning, Sarah,
Thank you for taking the time to share your feedback. We truly apologize for the service you experienced and the delays in shipping. It’s disappointing to hear that your interactions were not as friendly as we strive for, and that there were issues with the products you received.
We understand how frustrating it is to deal with faulty items and the challenges associated with returns and refunds. Your experience is not what we want for our customers, and we appreciate your comments as they highlight areas where we can improve.
Please reach out to us directly if we can assist you further. We hope to have the opportunity to make things right.
Warm regards,
Helga Hilton
“Great service from staff who knew what they were talking about and could provide sound advice.
The after hours collection from the pick up boxes is brilliant and the use of text messages to keep us up to date with order progress and when ready for pick up is very helpful.”
“I purchased online Tracdo Telephone handle from Keeler Hardware.
My builder has attempted to install them with the screws supplied for the handles! The screws were a flat head screw and extremely weak. The screw was hard to screw into the window because it was a flat headed screw.
My builder encountered alot of problems with the screws and the handles provided.
The screws are made in India and are not good quality. The heads were the breaking off and chipping from trying to fix the handles to the window.
Some screws snapped off in the wood of the window it was a nightmare.
The handles were chipping and showing gold spots while trying to screw them into the window.
My builder asked me to drive to bunnings to purchase phillip head screws! We got the job completed with these screws.
They do not look great with all the gold chips in the handles!”
Good morning, Linda,
Thank you for taking the time to share your experience with the Tracdo Telephone handles. We sincerely apologize for the challenges you faced during installation, particularly with the screws provided. It's disappointing to hear that they did not meet your expectations and caused further issues with the handles.
We appreciate your builder’s feedback and understand how frustrating this situation must have been, especially with the additional trip to purchase alternative screws. We are committed to ensuring our products meet a high standard, and your insights will certainly help us improve our offerings moving forward.
If there's anything we can do to assist you further, please feel free to reach out to us.
Warm regards,
Helga Hilton
Customer Service Manager
“I ordered a specific item on line and was supplied with a different item. The lock ordered was discontinued and without any consultation I was supplied a different lock which does not fit. Website listed lock as available when it was not.”
Good morning, John,
Thank you for taking the time to express your concerns about your recent order. We sincerely apologize for the mix-up regarding the lock supplied and the lack of consultation. It's understandable how frustrating this experience has been, especially when the item was listed as available on our website.
We appreciate your feedback, as it helps us identify areas for improvement in our service and inventory management. Rest assured, we take your comments seriously and will work to prevent similar situations in the future.
As per our correspondence, if you would like to return the item please let me know so that I can assist you, with the return. Please don't hesitate to reach out to us.
Warm regards,
Helga Hilton
Customer Service Manager
