"Excellent Customer Service"

I had issues with a product advertising on the Keter website. The product was in the sale section with 20% discount but then not in stock, linking you to Amazon at a much higher price. However, after purchasing and speaking to Keter (Jack) directly, they gave me 10% discount on the full Amazon price, paid directly into my bank account within days. I must say the service that Keter provides, especially Jack was outstanding. Good to see companies like Keter still take customer complaints seriously. Well done Keter.

"Terrible Customer Sevice from Keter!"

Update- I was contacted today by Jack to discuss my complaint. He agreed with me that the customer service I had received wasn't of a level that Keter would have expected. He apologised for the mishaps with my delivery, arranged for collection of the damaged goods and advised me that Keter would like to gift my a storage box that was bigger than the one I had ordered as well as a refund for my original order. I was quite surprised by this and was extremely grateful that they took my complaint seriously. So a big thank you to Jack and Keter for resolving this for me!





I ordered a storage box from their website on 1st March 2024. Received the initial email to confirm purchase. Then....nothing. I contacted them on 16th March to chase this up. Did this online via their contact us online. Got a reply within on 18th March to advise it would be delivered by middle of the following week. Nothing! Contacted them again on 23rd March , got a reply on 25th to advise they will contact the carrier. I then called them and was advised that delivery would be today. It was delivered this morning and the cardboard box was ripped at one end and all taped up again. I mentioned this to the delivery driver who said the item inside was fine. Once he left I opened it and emptied the contents to check them. The lid of the storage box has a crack in it which would then mean it was no longer waterproof. I called Keter and spoke with a lady who didn't speak English very well. She said she would speak with the returns team and said she would send me an email once she came off the phone so thay I could send them pictures of the damage. 1 hour later , I still hadn't received the email so I phoned them again. Spoke to the same lady who advised me that she was the only person answering calls and that she hadn't been able to send the email. I asked to speak with a supervisor, she said she would get "Peter" to call me back. I asked what the timescale was for call backs, she said "yes"! I had to reword the question and she said it would be today. In the meantime i got an eamil saying the courier will collect the item as long as it was packaged correctly! It wasnt packaged correctly when it waa delivered! I replied asking when the courier would be collecting it but I have not received a reply to this.Their office shut at 4pm and still no call back. This is the 1st time I have ever had dealings with Keter and I am unimpressed to say the least!!! So I will have to call them again tomorrow morning to get this resolved.

"Exemplary customer service "

Well done to Jack who finally listened to our dilemma with our Keter shed and has resolved our problem. This has restored my faith in the company. We were willing to pay for spare parts after wind damage to the shed but Jack has said there will be no charge. Thank you very much indeed. Excellent customer service.

"The worst experience ever!!!"

This has been the absolute worst customer service I have ever received from a company.

I ordered a two piece garden balcony set from this company via Amazon. When the order arrived, there were missing parts and I could not complete one of the chairs. I contacted custoemr service straight away to which I was met with a response stating that the missing parts were not in stock and that I had to wait. Fair enough. It has now been four months and I have yet to receive the parts despite contacting them multiple times. All I hear is that the parts are out of stock. Which seems absolutely crazy that they are out of stock for 4 whole months. If I don't get a resolution from them within the next week (that being a replacement for the parts or a full refund) I will be reporting this to the authorities.

Update (26/03/2024) - Following this review, a member of the escalation team has taken up my case and immediately resolved the issue. While I am happy with the remediation package offered, the four months of being left in the blue does still leave a slight bad taste in my mouth. The escalation team were very understanding, respectful and polite. However, I can't say the same for the CS team that handled my case for the previous 4 months.

"Worst customer service and cheap products. Ripping of the customers"

I bought outdoor storage shed and the upper door/lid broke down and it was so cheap that with the wind it was flowing on the street. I complained to Keter on 2nd Jan and since that day thrice they replied to my email that they don't have stock but they will replace my door. And never send me replacement which is within warranty and stopped replying to the emails. Worst customer service and products. It looks like they put costly products with cheap material. Looking at material and the immediate damage I will say why I paid £150 for £20 material. And worst part is they are not even doing it within warranty. Are they waiting it to expire or just don't want to deal with the problems of the customer as they know their product is so cheap. I would say refund me the amount and I will get the other decent product.

Note: Door was broke and then thrown out because of the wind as it is broken there is nothing to hold for it. I have send you photos as well. Only cheap material can do that.

Update: Thanks finally Keter Customer service reached out to me and as they don't have stock for the parts they kindly refunded the money. I am giving 3 stars from 1 star.

"Customer support is poor, but otherwise ok"

Bought one of their sheds from B&Q and it arrived with one of the roof trimmings broken, the shed was needed as emergency storage so we had no choice to return or get a replacement shed. After contacting B&Q they were very helpful and offered a return for a refund but did recommend that instead I contact Keter for replacement parts as they understood taking the shed apart, packing it and getting it back to the store was a hassle.

After contacting Ketter, I got a rather condescending customer service response simply stating they don't have spares for their products. How is this possible.. Keter you manufacture these.. and thus must have access to spare parts.

"Kundenservice"

Kundenservice
Der Service von Keter ist absolut herausragend, dafür würde ich noch mehr Sterne vergeben wenn das möglich wäre. Kostenlose Lieferung eines defekten Teils, obwohl die Beschädigung durch Fremdeinwirkung erfolgte. Ich kann das Unternehmen nur weiterempfehlen und garantiert weitere Produkte dort erwerben.

"Excellent customer service from the escalation team "

Update: I had a wonderful experience with Jack in the escalations team. He sorted out the issue swiftly in an extremely friendly and efficient manner. I am very grateful. Thank you Jack.

I ordered a beige shed from Keter via Amazon. I then paid for someone to help me fit it together. When putting together a few pieces didn’t fit and needed replacements. After a drawn out process, they finally sent me replacement parts but in a completely different colour. I then waited another week or so for the correct parts but had to arrange to dispose of the incorrect parts myself. The shed is so shoddy (although costing over £500) but by this point, I just wanted to make do. I made a complaint and was offered £100 which was insulting. When I counter offered, I have been ignored ever since with no phone number to try and call. Process started in November and it’s now March.

"Don’t hold your breath!"

I concur with the lack of customer service. I ordered a 880L storage box on a 7 day delivery. Called Keter to chase delivery after 7 days had passed to be told that they would chase up the couriers and get back within 24 hrs with an update. No update, so called again to then be told item not available! Keter could only offer a refund, but have to wait 5 days for refund. Guess what? No refund sent so will have to go chasing yet again. NOT GOOD ENOUGH KETER YOU REALLY NEED TO UP YOUR GAME!
Just a quick update for you all - no surprises here still no refund received so called the UK office to chase yet again!!!! Sending email to escalations dept.

"Store It Out Nova Box"

I bought a Store It Out Nova Box - only had it a few months and the wind blew the lid off into my neighbours garden - the lid and box have been damaged. Contacted Keter several times - told that the box wasnt covered for weather damage - its an outside item so odd! They didnt have a lid in stock so couldnt help - more than willing to pay for the lid but dismissed. So disappointed - would not recommend or buy from them again. They've now changed the lid catches - funny that - probably received several complaints!