Keeler Hardware

Lesley Waters 2 months ago

I’m giving them 5 stars for improvement. I was terrified of ordering from Keeler as years ago they were so grumpy. This time I placed my order online for collection at Willoughby. I hadn’t heard in almost 24 hours and really needed to pick up today. So, with some trepidation I called. The phone system was clear including an indication of where I was in the queue, the customer service attendant was very helpful and even apologized for keeping me on hold (even though she was sorting my order). By the time I got to Willoughby my order was in the outside locker and with the code sent to me via sms I collected my order (with the assistance of one of the team who happened to be filling the lockers at the time). All round their systems have improved incredibly and it was easy purchasing from KH (the young women you have working with you are so helpful!). I don’t understand the restocking fee for returns where the item was not specially ordered, but hopefully I don’t need to experience that! Well done on investing in and implementing systems that make a difference for efficient customer service.

39 Speight Street 2 months ago

Worst online shopping experience I've had in 20 years. Tried to change my order immediately after ordering but that was ignored by Keeler HW. Emailed Keeler HW support from the contact us section of the website but the email bounced. Finally figured out how to print a return label to after getting an unhelpful email back from support at Keeler HW but it was returned to sender - completely hopeless!!! There has to be online retailers who want your business more than Keeler HW.

David Pham 2 months ago

I purchased a few smart locks for my house, one of the items was faulty. I contacted the manufacturer who authorised a replacement to be supplied through keeler. I posted the faulty lock back to keeler, and didn't hear back from them. After multiple emails were ignored I called customer service two weeks after they should've received the faulty lock, and was advised that the replacement lock was already en route to me. I asked for a tracking number to be sent to me and they said that they would do it. The following week I called again as no tracking number was sent to me, the customer service representative wasn't able to help and had no idea about the status of my replacement and said that they were waiting on confirmation of replacement with the manufacturer. I had already forwarded the confirmation email from the manufacturer to the customer service manager Helga over a month ago at that stage. Eventually the customer service rep forwarded my concerns to Helga to follow up. After weeks of ignoring my emails Helga finally responded and apologised for the delay and ensured that the replacement would be sent out via express post. 10 days later I have finally received my replacement

Fiza Eade 2 months ago

Very bad service. We contacted them via emails and calls no one responds to any of them at all. We came last week again explained to them we don't live around the area and they said okay we will deliver the goods to you. 4 days later, we received an email to ask us to pick up the parcel from their Willoughby store. We email them and said if this is the case we will cancel the order. No one respond to that email. Very disappointing. The client service is not up to the standard and we will not buy anything from this company again.

Miriam Cooper 2 months ago

Excellent customer service! When my builder misplaced the striker plate, Keeler promptly sent me a replacement without any hassle. I couldn't be more grateful for their assistance and professionalism. Highly recommend Keeler for both their products and outstanding customer support. ⭐⭐⭐⭐⭐