Good afternoon, Digby
We sincerely apologise for the inconvenience caused.
Your order was placed on 22 June and dispatched on 26 June. According to the Australia Post tracking information, a delivery attempt was made, however it was unsuccessful due to an incorrect address:
Attempted delivery
Address details incorrect
GERALDTON WA – Fri 3 Jul, 1:59 pm
Could you please email me at helga@keelerhardware.com.au with the correct delivery address? Once I receive it, I will contact Australia Post to request that the parcel be redirected, if possible.
I look forward to hearing from you.
Kind Regards
Helga Hilton
Customer Service Manager
“I needed to track down a suitable door handle to replace a discontinued one (20 years old) at my home. The team at Keeler were a great help in confirming the best alternative and shipped it out to me super quick. Great service!”
“Very simple process. Needed to call the online support as well just to confirm a measurement and the support person was so knowledgeable and helpful. Correct item arrived and installed.
Thank you”
“sadly the items i purchased were of poor quality and arrived damaged. its taken weeks for Keeler to finally have refunded the purchase, but not before making numerous calls to them. this should have been resolved sooner and more proffesionally. i will not be purchasing from Keeler ever again.”
Good afternoon,
We're sorry to hear that your order arrived damaged and that the quality of the items didn't meet your expectations. We also apologise for the delays and the effort you had to go through to obtain your refund. We understand how disappointing and frustrating that experience would have been.
This isn't the standard of service we aim to provide, and your feedback has been shared with our team for review. While we're glad your refund has now been processed, we regret that it took longer than it should have. Thank you for taking the time to share your experience with us.
Kind regards
Keeler Hardware Team
“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
