“This is a great business. Not only do they offer a good online as well as retail shopping experience, but they have staff who know what they are doing and can solve problems as they work. I have an example. I ordered a latch online, which would take a few days to arrive in store, but in the meantime I broke a lock by accidentally opening it and losing all the springs and metal pegs. I looked online to try to find a suitable replacement, but wan't sure. So went to the store in Willoughby. The person I spoke to found me the correct lock, briefed me on how to fit it (I am an amateur!), cancelled the online order for the latch (and refunded the purchase), and found me a replacement of a different make which was in store. So I left the store with everything I needed. I have since fitted it all and it perfectly solves my problem. In a world where you aren't dealing with a human half the time, it is so refreshing to have real people who know what they are doing, solve my problem with the minimum of fuss. Thank You!”
“I would recommend Keeler Hardware to anyone looking for quality front door lock sets. I was pleasantly surprised at how quickly my order arrived, easy to use website and the quality and finish of the lock sets I bought.”
“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
