“I have purchased fire rated door closers previously and was happy with the product as I orderedpre-drilled stainless steel kickplates. The picture online looks like the kickplates are black but they are actually
siver stainless steel”
“Product took months to arrive. I understand backorder, no issues with supply being held up. BUT, I received literally dozens of marketing emails about - "Sales" or "Items picked for me", yet no one, called or email me to tell me my product was on back order. Priority's I guess..”
Good morning Jason,
We’re very sorry for the long backorder delay and for the lack of timely communication about your order. This isn’t the experience we aim to provide, and we understand how frustrating this has been. We will review why you were contacted with marketing messages while no one updated you on the backorder status.
I will escalate this to our backorder team and ensure all customers receive a direct update as soon as possible.
Kind regards,
Helga HIlton
“Order on line was uncomplicated. The devices arrived within days and was exactly as described.
Would not hesitate to order more from Keeler hardware in the future
Kevin”
“Appalling ‘service’ - DO NOT order anything online from this company
I was sent an incorrect item and then spent weeks of waiting for satisfactory follow-up
Phone calls, emails, photos, all a waste of my time until finally being refunded for incorrect item
Obviously the item, as advertised online, was not available, very misleading”
Good morning,
We’re very sorry for sending the incorrect item and for the delays in following it up. This isn’t the experience we aim to provide, and we understand how frustrating this has been.
I have also contacted the relevant concerned department manager to bring this to his attention.
Kind regards,
Helga Hilton
Customer Service Manager
“Very happy with the service and quality of product. I have a thicker than usual door and Caroline advised me on the best brand of handle to suit the door. As a result it was a 5 minute job to replace handles. The level of service I received was great. Highly recommend Keeler Hardware!”
Good morning, Chris
We’re very sorry for the poor communication We sincerely apologize for any inconvenience caused, as this is not the experience we aim to provide.
If you have any further questions or inquiries, please feel free to email me directly at cs@keelerhardware.com.au.
Kind Regards
Helga Hilton
Customer Service Manager
“Love my k ew knob set. The only problem was that I did not seem to have any instructions. I looked on you tube and was able to work it out but I have put a mark on one of the knobs as I screwed it too far onto the spindle. Hoping I can buy a replacement knob.”
Good afternoon Brett,
We’re very sorry for the poor communication and that you did not receive your package as promptly as expected. We sincerely apologize for any inconvenience caused, as this is not the experience we aim to provide.
If you have any further questions or inquiries, please feel free to email me directly at cs@keelerhardware.com.au.
Kind Regards
Helga Hilton
Customer Service Manager
