“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!”
“I ordered a product, which turns out to be the wrong one. I sent an email within half an hour of ordering it but they couldnt or wouldnt change my order. Rather disappointing as I am sure they got the other email in time.”
Good morning, Nicole
Thank you for taking the time to share your feedback. We're sorry to hear you were disappointed with your experience.
We understand how frustrating it is to realise you've ordered the wrong item and to contact us shortly afterwards. Unfortunately, once an order has been submitted, it can move through our automated processing system very quickly, and in some cases we're unable to make changes before it is picked and dispatched.
We appreciate your feedback and understand that this wasn't the outcome you were hoping for. We'll continue to review our processes to see where we can improve the customer experience.
Thank you again for bringing this to our attention.
Kind regards,
Helga Hilton
Customer Service Manager
“I placed an order for two separate items. While one of those items was shipped and timely notifications were sent, no communication was provided for the second item. On following up, I was informed that it was out of stock and that I had to wait for it to be back in stock. I was prepared to wait and replied, confirming my preference. However, the order was unilaterally canceled, and I was advised to place a new order once the item was back in stock.
I expressed my dissatisfaction with the process and am still waiting for a reply. The quality of the product is great, but customer service needs improvement.”
Good morning,
Thank you for taking the time to share your experience.
We're pleased to hear you're happy with the quality of the item you received, and we understand your frustration regarding the second item being unavailable. We apologise that our communication and the way we handled the delay did not meet your expectations.
Unfortunately, due to the extended lead time, with the item not expected back in stock until mid to late August, our policy is to cancel and refund affected orders rather than keep them open for an extended period, as estimated arrival dates can change. Once the item is back in stock, we'll be happy to notify you so you can place a new order if you still wish to purchase it..
Your feedback has been shared with our team as we continue reviewing our processes, particularly around communicating stock delays and the options available to customers.
Thank you again for bringing this to our attention.
Kind regards,
Helga Hilton
Customer Service Manager
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
