“Extremely disappointed in my recent purchase
Not with the products received, but by the service offerered
i put together a list of Superior brass products, and rang Keeler Hardware to check if we could obtain better trade pricing on our web account, comment was they are already trade priced, this is the absolute cheapest.
An invoice was then sent by the telephone assistant
With this , we ordered and paid for the goods
A week later i receive an email indicating a sale on the very same goods i ordered with an over 10% saving.
Extremely poor business act in my opinion”
Thank you for taking the time to share your feedback.
I’m very sorry to hear about your experience. I completely understand how frustrating this situation would be, especially after being advised that the pricing provided was the best available, only to then see the same items discounted two weeks after your purchase.
Please allow me to clarify that our sale pricing is part of scheduled promotions that are applied at specific times and, unfortunately, our team is not always aware of upcoming promotions at the time of enquiry. That said, I appreciate how this has come across and understand why you feel disappointed.
We genuinely value your business and the opportunity to support your projects.
Thank you again for bringing this to our attention, and I apologise for the inconvenience caused.
Kind regards
Helga Hilton
Customer Service Manager
Good morning,
We sincerely apologize for the error with your order. We always strive to provide the best possible service, and we regret that on this occasion we did not meet your expectations.
To assist you further and resolve this matter as quickly as possible, could you please email photos of the items you received along with your tax invoice number to cs@keelerhardware.com.au?
Once we receive these details, we will promptly investigate and work towards a resolution.
Thank you for your understanding, and we look forward to assisting you.
Kind Regards
Helga Hilton
Customer Service Manager
“I ordered a safe from Keeler Hardware and found them to be prompt and efficient with their service. When the item was unable to be tracked with Australia Post, I contacted Keeler and they immediately recalled the order and dispatched another safe via express post. Great service.”
“Keeler sourced my requested product and made it available for pick up very promptly enabling the DIY solution to my fire safety issue.
I did find the store a bit confusing for the pick up. A few signs set up in the store were a good idea but didn’t send me the right location. It was busy but eventually asked some one who sent me outside to the pickup station.”
Good morning,
Thank you for taking the time to leave your review.
We’re sorry to hear that communication felt slow. We strive to respond promptly and will review our processes to improve. If you’d like to share your order number or the details of your inquiry, we’ll prioritise your request and get back to you as quickly as possible.
Please email cs@keelerhardware.com.au if you have any further questions or need assistance.
Kind regards,
Team Keeler Hardware
