“Item as described. Quick and easy payment. Order was processed and delivered without delay or issues. Would purchase from Keeler again if required. Highly recommended.”
“I selected some beautiful Hepburn Studio Ren aged brass handles for my new kitchen from Keeler Hardware (that my joiner purchased on my behalf) and they look amazing.
They have an excellent range of quality hardware at all price points.
I also purchased online some sash pulls in aged brass and nickel from Keeler Hardware, which I received promptly.”
Good morning,
Thank you for your feedback, and we're sorry to hear about your experience.
We understand how frustrating it must have been to be advised the item was in stock with an expected three-day turnaround, that's not the level of service we aim to provide.
We sincerely apologise for the lack of communication and the delay. Your feedback has been shared with our team so we can review what happened and improve both our stock availability information and order updates moving forward.
Thank you again for bringing this to our attention, and we apologise for the inconvenience caused.
Kind Regards
Helga Hilton
Customer Service Manager
“I had to chase to get information on my online order which was paid in full. Only to be told it was based on waiting for a PO to be raised with supplier. This took over a week and a bit to obtain the product from full payment. Your process should advise of such lead times prior to ordering, paying in full and then obtaining product. If we knew that this wasn’t a stocked item we wouldn’t have purchased based on the lead times.”
Good morning, Ben
Thank you for taking the time to share your feedback, and we're sorry for the frustration this experience has caused.
We understand how disappointing it is to pay for an order in full and then have to chase for an update, particularly when the item isn't immediately available. We're currently working on providing clearer information about lead times and identifying supplier-order items more clearly, so customers can make informed purchasing decisions before placing an order.
We appreciate you bringing this to our attention, and your feedback will help us improve both our communication and ordering process. We apologise again for the inconvenience and thank you for your patience.
Kind Regards
Helga Hilton
Customer Service Manager
“The lock I wanted wasn’t in stock at the store and the person recommended I order it online. The lock arrived within a week.
When I was at the store the sales person was very helpful with the advice he provided.”
“I ordered 6 off Speed-Fit Sliding Security Screen Door Roller online. It was acknowledged and promptly despatched with a couple of days. Delivery via AusPost was straight forward and regular update was received until delivered.”
“Purchased this as a backup so I haven't installed it yet, but it's the same brand as my current handle that's lasted 15 years, so I know the quality is great. Well-packaged and delivered on time. I’ll definitely be buying from this shop again!”
