“Products were well displayed on website allowing easy choice. Ordered on line goods were ready to pick up quickly. Easy pick up via locker. Happy with the product”
Good afternoon, Nick
Thank you for your review and we are sorry for the inconvenience that you have experienced.
Could you please email me at cs@keelerhardware.com.au to give me further in formation on "the service".
I can see that the order was placed on the 23rd of Feb and dispatched on the 27th of Feb.
Kind regards
Helga
“Needed casement window latches that were out of stock in EVERY Bunnings store in Sth East Qld. Had 4 days to get them on before trades came to install shutters. Shipment arrived in 3 days.
Awesome job. Will be coming back for the rest.”
Good morning,
Thank you for taking the time to place this review.
We are sorry you did not receive your package as promptly as you expected. We do apologize for any inconvenience caused.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
Please email me at cs@keelerhardware.com.au if you have any further questions or inquiries.
Kind Regards
Helga Hilton
Customer Service Manager
Good morning,
Sorry to hear the curtain shower rail arrived bent. We understand that can be frustrating, even if the rest was fine.
If you’d like, we can arrange an exchange or provide a replacement. Please reply with a quick photo of the bent rail and email it to cs@keelerhardware.com.au and we’ll take it from there.
Thank you for letting us know, and for giving us the opportunity to make this right.
Kind Regards
Helga Hilton
Customer Service Manager
“This was a very frustrating experience. I was told something was in stock but I had to pay for them to hold it. I did that over the phone and started driving to Willoughby. It was around a 1hr drive. Luckily I had also got a chat on the website as the phone wasn't going through the first 3 times I called. In the chat they said there were none at the store. I had to try calling again while still on the way and was then told it actually wasn't there. They said they would transfer it from Wetherill Park and it would be around 2 days.
After waiting for that time to pass and getting no notification I called again to be told that there was no stock transferred or no notes to do that. They said it would be done, and again 1-2 days.
After that time I still had no notification, so I called again to find out that once again nothing had happened, and there was no notes saying to transfer.
These delays meant that our builder was no longer on site, and we needed to get them to come out again. Despite all this added time and cost for us there seems to be no understanding of the issues, and no care displayed at the poor service and lack of process.
I emailed and had a reply from Helga. She has sent 2 emails and both times displayed a lack of understanding of why this is a problem. After outlining all of my concerns after receiving an email saying the item was about to be put back on the shelf I had said I hoped they wouldn't. I sent an email with concerns on 2 Feb and didn't get a response until 11 Feb when I had picked up the item.
Finally on 16 Feb she wrote that "I clearly understand that you were frustrated" but no apology or remedy offered. I don't understand how there can be a continued lack of care. This process took a sale from a closer business to us that would have had the item to me quicker, it cost us extra in travel costs and time, and also an additional fee to have the builder come out again.
Despite all that the last email I received simply said "Please let me know if there is anything ells I can assist with"”
Good morning,
Thank you for your review and we are sorry for the inconvenience that you have experienced.
We know that this was not the service that you expected, and we apologize for any trouble that we may have caused. We will do our best to correct the situation as soon as possible and ensure that this does not happen again.
As per the email correspondence of the 16th of Feb, this was brought to the attention of the sales manager so that he could look into this and talk to the relevant department.
Kind Regards
Keeler Hardware
“didn't fit existing pocket slider door hardware - a waste of money unfortunately. I measured the diameter of the handle but only after removing everything and trying to fit the Keeler pieces, found that it travels another 15mm into the door.”
Hi Andrew,
We’re really sorry to hear the Keeler parts didn’t fit your pocket slider door hardware.
Could you please email us with any photos of the current setup and the measurements you took, along with your order number? We’ll review the compatibility and see what options we have to resolve this for you, including potential alternatives or a return if needed.
Thank you for bringing this to our attention, and we’ll do our best to help.
Kind Regards
Helga Hilton
Customer Service Manager
