Harvey Norman
Reviews and Complaints

Cashier name is Sue. Today Saturday 20 April 2019 around 11.30am. I'm buying an LG washing m/c. I told the salesguy I'm paying full amount. The cashier ask if I'm paying full. I asked if i can pay deposit or if not i can pay in full. She repeated 3x "do you want to pay full" as if I'm dumb. She still not answering my question. At last I've decided to pay full amount.
I also bought a kettle and a blender.The second time on the same day I'm there to make payment for LG TV. I asked the cashier(Sue) to double the bag for my kettle and blender as it looks like gonna snap. She replied Harvey Norman bags are not strong even how many bags you use.

Purchased an HP all in one desktop computer in June 2018 replacing my Dell that I had for 7 years with no issues.
On 17 December 2018 lodged complaints through Harvey Norman and HP that my machine was having major issues. The past 4 months has seen my system be remotely checked by HP, been remotely checked by Microsoft, been in-store to Harvey Norman for resetting back to factory settings, 2 visits by an HP technician to my home which included replacing the audio section on the motherboard, a deep reset by HP which took 30 hours. My own IT team have perused a log of issues that I took over a two week period and has said it most likely seemed to be a hard drive issue. I have replaced all third party hardware (keyboard, mouse, earphones, foot pedal), and reloaded all software.

I work for the West Australia Police as an audio transcriptionist. In the past 4 months I have probably lost over a full week in earnings due to the longevity and massive interruptions to my work because of these computer malfunctions.

I believe it is the retailer that should issue me a replacement or refund but they say "it is not their problem but HP's".

Could you please help a small self-employed business get back on track?

I bought 2 Aspera Jazz 3G Smartphone - white (product code - 3061000022) online and chose "click and collect" option from Harvey Norman store at Hoppercrossing, Melbourne. But they said only one phone is available at that moment. I had already booked air tickets to SriLanka in that evening and therefore chose to collect that available phone and collect the other one later. But I told the guy there that I will not be able to collect it my self but since I was going to go to Srilanka that evening and my wife would come to collect it. He said its ok and the order would be ready within a week. It has been more than 3 weeks since then and it has not come to the shop as yet. My wife has called several times and even visited the store few times and still the answer is no. And in one occasion a staff member has said that such a pending collection is not there. I just want a confirmation e mail from you stating one phone to be still delivered. None of you make it in written and only make phone calls to say the phone is not available. I have had enough with this. The online order said the both phones were available for pickup on that day itself when I bought it online. I have that email. And further to that I have not acknowledged the pick up of both phones on that day since only 1 phone was given. I am fed up and only option available is to make a complaint to the relevant authorities in Australia. A refund would not make up for the time lost, the lost expectation and being misdirected online stating both phones were available for pick up.
date of transaction - 24/3/2019
order number - [protected]
product code - 3061000022
pick up store - Hoppers Crossing, 201-219 Old Geelong Road, Unit 1, Hoppers Crossing, Vic 3029
Emails sent - 07/04/2019 and 14/04/2019 No replies revceived.
Visits - 2 times to the store.
Calls - Several times to the store.
My email - [protected]@yahoo.com

On the 12/04/2019 I purchaced a HP laptop computer I paid for a bundle wictch included seting up my new PC with Microsoft account details.
the uaer name i gave was "Raymond Fraser " the name the so called tech guy, Jake, set up was "Ramon Frasez"
Also the Mocrosoft email and user name is "[protected]@outlook.com" again wrong,
the instrution was "kingfraser".
When I challenge him about the misstake he said it could not be changed, showing no remores what so ever!

term ID HARVEYN01021321
Ref No [protected]

I visited our local harvey norman at mackay queensland yesterday. I needed to purchase items for my own business and two not for profits I am on the board of. When doing the invoice of the first purchase the salesperson asked for my phone number. I gave him this and the name of the nfp I need the invoice issued to. All went through great. Then we got to the second invoice for the second nfp. We hit a stumbling block as he said I could not use the same phone number for a different name on the invoice. The invoice would be issued in the name of the first nfp. After "discussing" this for about 5 minutes he found a work around by adding 61 before my mobile number so the invoice could be issued to the second nfp in their name. The salesperson told me that legally they could not have two different entities with the same phone number. I told him legally I needed 3 different invoices issued in 3 different entity names. I asked him to check with someone (before he found the work around) and he told me he had been doing this a very long time and that's the way it was. The third invoice for my business we put to my home telephone number. It seems ridiculous that I needed to come up with a different phone number for each entity I was purchasing items for. This is more an observation than a complaint - but something I think needs to be looked in to. Thanks.

To whom it may concern,

I recently wrote to you enquiring about my delivery of my lounge suite that I ordered in January. First of I would like to personally thank whoever looked after this case as I did receive a call to say my couch would be delivered.
Unfortunately the delivery expectations have been very unsatisfying. I received a call on Friday the 22 of march advising my couch would finally get delivered on saturday the 23rd of march. After taking payment over the phone of the remaining balance, I was expecting delivery of my couch on saturday. I work overtime half the day on saturday so I took this day off work. I received a missed phone call at 9.00 am on saturday from a david that worked at the company saying they misplaced the ottoman for the couch however by the time I returned their call they found the ottoman and would have it delivered to me that day. I rang at 15.00 on the 23rd of march as the couch was not delivered still and advised that the delivery team work until 18.00 and that I was on the delivery list. I should expect a phone call half an hour before they come out. This never happened and my couch was never delivered. I called on Sunday the 24th of march to advise them of this issue to which they apologised and would look further into why it was never delivered. I was planning an early birthday lunch with my mother this day however this was cancelled as I had a missed call. When i returned the call i was advised the delivery team were at the front of my house with my couch. I cancelled our lunch booking and headed home. When i arrived home the delivery person advisedhe doesnt work sundays and had his mate helping him deliver the couch. A person who is not employed by harvey Norman. I appreciated the efforts given the circumstances however there was no ottoman and was missing from the truck. When i enquired about the missing piece I was advised that due to all the deliveries they did on saturday the 23rd they can't remember what address they delivered it too and they have more on order. This item was in stock at the time of the purchase and was placed on hold at the back of the warehouse to be delivered when my couch arrived which was not in stock at the time. I can't afford to take any more days off work as this is costing me money and the whole experience at harvey norman has been thoroughly disappointing.

I have no complaint about the product its self or the great customer service that I received when purchasing our new LG washing machine and dryer. We ordered before Christmas for delivery on the 25th of January 2019. For both products, paid the extra for connection, which was very needed at the time as my partner broke his ankle the day before so wouldn't be able to do it. all the information given prior about driveway (steep) and being downstairs. the lovely customer service woman, was very helpful and said it would be all good as they were aware a month before. the day came and they where dropped off, my partner stated they were quite annoyed they had to go downstairs when they arrived even though we had provided that information prior. it was a very hot day in Melbourne though unfortunately, we paid for a service. a week later when I went to do the first load of washing and luckily went down soon after to find my laundry flooded, luckily I was there quickly and it didn't damage my side boards. there was slight damage to tiles under our sink, though it was a easy fixed when looking under the sink where the waste was connected I realised it was on though hadn't been tighten so from the looks of it looked like it was ok. I contact Harvey Norman and they were very helpful and passed on my contact details to the driver, after a week of hearing nothing, found someone to fix it. after this I starting washing again. we were now in early February. I normally only cold wash most of my clothes due to my work uniform, I realised that some of my clothes were changing colours and leaking onto other clothes over the next few weeks. I thought I must of not been pressing cold wash though after monitoring before and after and feeling that my clothes were very hot when the cycle was finished I asked my partner to check if the hot and cold taps where correct, which they weren't they were swapped so when trying to use cold wash was actually the hot connection. this being the case has caused damage to many clothes with leaking and shrinking as the clothes weren't suppose to be in warm wash.

I am writing this complaint form due to a online order I made on 12th March 2018.
Order number [protected].
I purchased a product that your website advised was in stock and available for store pickup.
Once payment was made, an email was sent to advise confirmation and to await notification when item will be ready for pickup.
5 days passed without any notification, so I decided to contact harvey norman customer service, who advised me that they will contact me within 48 hours of me making the enquiry to advise eta.
The following day, I receive an email advising me that the order cannot be fullfilled, due to insuffienct stock and I will be receiving a refund.
I spoke to customer service, who advised me that unfortunately they cannot do anything further and when I asked to take this matter further, I was advised if I wished to make a complaint to call the customer service manager in NSW.
I tried to call, no answer. left a call back.
My fustration is the fact that 5 days passed, no communication was made to me regarding any issues with the order and when I made an enquiry about the status, the following day my order is cancelled and im told there is nothing more that can be done.
I have worked in customer service for many years and understand the level of customer service that is expected from a paying customer.
Your company has woefully failed in providing such service.
I am hoping that by sending this complaint, the matter is looked into and is followed up by your company and a Satisfactory resolution can be offered.
If no follow up is made, then I will be ceasing buying products from your company and will use public forums to advise people off my experience and to avoid using your service.
It is without saying that I am extremely annoyed.
Regards
Mr Paul Cassar
[protected] (after 3pm)
[protected]@hotmail.com (anytime)

Dear Customer Complaints,

I'm writing today to make you aware of the appauling treatment I have received from staff at the Balgowah Harvey Norman store this week.

To give you a bit of background, my husband bought a fridge on Saturday in the car park sale that a friend had told us about.The fridge was maked as on sale because it was a display model and my husband didn't see any visible damage to it at the time (I have attached the photos he sent me on the day of the sale for your reference). On the day, he said he spoke to two staff members and there was no mention that the fridge was discounted because of a dent, however, I noticed it straight away when it was delivered. I have also attached a photo of the dent taken after delivery for your reference.
On the day of delivery, I never received the courtesy call to tell me when the fridge would be delivered or when the drivers were 30mins away as promised by staff.I waited all day until 4pm when the door bell rang.
After the fridge was delivered, I called the store and I was told that even though the product was only marked as display model, that the reason it was discounted was because of an exsisting dent that my husband was not made aware of.This was also not documented anywhere on our receipt or on the ticketed item on the day.If stock is discounted because it is damaged, it needs to be clearly stated somewhere on the ticket/or item to avoid misleading customers.Had my husband of known it had damage, he would have tried to negotiate on price more.I asked to have the manager call me back to discuss how misleading this was as a customer and the two managers that I spoke to were unbelieveably rude, defensive and arrogant.I did not call demanding orders, I simply expected to be treated with respect and I thought maybe they may offer a store credit or something for our trouble.We didn't knowlingly buy a damaged fridge. During my phone call with manager-James, he spoke over me the whole conversation and argued with me.

I was offered a complete refund and free pick up of the fridge.However, I couldn't afford the inconvenience of going without a fridge with a young baby at home.Having a dent in my fridge is not a big deal to me but it's not right to not make your customers aware of this when purchasing.I also would expect that the price should have been discounted more for a damaged display model.

I feel that it is important that someone in upper management consider making improvements to the staff training at the Balgowah store.I can honestly say that I have never been spoken to so badly as a customer, it was absolutely appauling and my phone call today left me in tears.I have bought many things from Harvey Norman over time and I have always had great service at other stores. However, the way James and Dan at Balgowah dealt with my complaint today was nothing short of an embarrassment to the company name.

I hope that this information can be used to improve the customer service that future customers receive from these staff members but due to this experience, I will not be returning to the store.

Kind regards,
Teila Turner.

Payed online through paypal $1800 worth of goods, 1 hour click and collect. They emailed back to say that my order was being reviewed by their online team, this will take 24 hours... 36 hours later get another email; thanks for placing your order with us but we have decided to not except your order. We apologise for any inconvenience..
No mention of a refund of the money I had paid.
Sent 3 emails over the next few days, no reply.
Frightening, this happens a lot apparently. Read a number of reviews having the same problem with hn some never got a refund at all. Looks like I have a fight on my hands... Worst online experience yet.

I just used product care to replace my Samsung S5. I was given $385 credit, because the phone was damaged an unable to be repaired.
The Assistant, Jackson, advised I could buy a new phone. I indicated that I was not keen on buying a new phone at Harvey Norman, because I had seen them better value elsewhere.
Jackson then said that he had an ex-demo S9+ for $890. I asked what was wrong with it, and he said that they only swapped it out because the manager wanted to put a phone of a different colour on display.
After much thought, I agreed to buy this phone, although it was still more expensive than the others I had seen which were dual sim.
I also bought a case.
Jackson took my phone and the S9+ and transferred files between them. He gave me the new phone in the case. When I got home, I opened up the case (I needed to change the sim) and noticed that the phone was chipped.
Whilst the damage is only aesthetic, it certainly devalues my phone and should have been pointed out at time of sale. I don't think I would have paid this price for the phone... the S9 dual sim is $750 online, with options to extend warranty to bring it up to the same price.
I rang Jackson to advise him that the phone had chips and that I think that should have been pointed out before selling it to me - after all, he had said that the phone was fine, just the wrong colour for display. Jackon just said "what do you expect, it's ex-demo".

I buy expensive protecting covers for my phone in order that they do not incur scratches/ dents of any kind. I found his response unacceptable.
I would like a partial refund for my phone. Alternatively, I will accept a replacement S9+ that is not chipped. I do not want to return my phone only to have in-store credit to use, as the phone I want is more expensive than the demo model, and I was going to buy the phone elsewhere.
I am contactable @ [protected]@gmail.com

Jackson has on two occasions now put my contact details in the computer incorrectly.

This invoice has my name as Claire Doylye at 35 Deveron St Albany Creek.
Customer # [protected]
17/02/19 @ 12:53

My name is Claire Doyle at 35 Devoran St Albany Creek

And of course - to date I have heard from nobody - excellent customer service Harvey Norman

Dear Customer Service,

I do hope that someone who reads this email may be able to assist me. I would like to buy an oven you have in stock, however I recently purchased a range hood from you which I had to collect from your Kunda Park depot. This is where things really went downhill.

I encountered your staff member at the depot called Matt. Matt spoke to me in a very aggressive tone right from the beginning, as we talked his aggression escalated to the point that he was raising his voice and becoming quite erratic with his hand movements, this went on for a good 5 minutes before I became very scared and afraid that Matt was going to hit me. (I am a female). I had to request Matt to get away from me and do not talk to me any further, the other two men in the depot apologised profusely for Matts behaviour and they put it down to him having a bad day. By this stage I was shaking, I went to my car, the two nice men loaded the range hood into my car for me and continued to apologise.
I then started to reverse out of my parking space when the truck that was inside your depot came roaring out of the roller door it was parked in and very close to the back of my car, if I had not braked suddenly the truck would have hit my car, the truck then drove halfway down the driveway (the sloping part) and braked right in front of me so I once again had to stop suddenly, then the truck pulled off to the side of the driveway and stopped there, the driver hopped out and started making his way back up to the office on foot. Clearly Matt was ranting about me inside of the depot and this truck driver thought he would take Matts side and try and stir me up. Well it worked, by this stage I was a nervous wreck.

I continued on to the cabinet maker with the range hood and even he said to me, oh my god, what is wrong with you, you're as white as a ghost (the cabinet maker I have met previously twice briefly), so strange that he would notice something like that.

Anyway, long story short, I have since managed to source the other appliances I needed elsewhere (dishwasher, microwave, coffee machine and cooktop), however you are the only supplier that has the oven I need as I had already given the specs of it to the cabinet maker and the cabinets are now complete.

I will not ever return to your Kunda Park collection depot whilst Matt is working there, so how do you propose I might be able to get the oven from you without going there? My husband has offered to collect it from Kunda Park, however he is so furious with the way I was treated there (understandably) that I suggest this would not be a good outcome for anybody, especially if Matt was working that day.

In the lead up to Christmas I purchased 6 Sonos speakers and a Computer from you and collected all of these from the loading dock at the store, each and every time it was a great experience with happy, friendly, helpful staff. Perhaps if you could manage to get the oven to the store I could collect from there.

Please can someone contact me to try and facilitate this transaction.

Matts behaviour was similar to that of someone on a mind altering substance, his verbal rant was erratic, not making sense and his physical actions were rapid and erratic.
It might be a good idea to have a chat with him before you lose any further business. It is a great shame as 99% of the crew you have are true professionals.

Thank you

I look forward to hearing from someone.

After being a loyal customer to Harvey Norman for more than 15 years I am sad to say that due to the ethics, sales techniques and attitude at Harvey Norman (Marion, South Australia, Australia) recently I have no option but to take my business elsewhere. I visited the store to purchase another Optus Australia mobile phone and wanted a specific brand. Optus had a promotion for a free Samsung mobile phone - which I happily upgraded to for other family members on another day, however, this was not the brand required at this time. The mobile was not in stock so the sales person told me to get a Samsung because it was free and sell it online and get some money for it - You should received at least $300 for it and rattled off the website name. I told him I was not interested and that it was not ethical ... He told me to listen and repeated himself a number of times.

I rang another Harvey Norman store and they had the brand style number in stock. A manager T*** was hovering around and after I completed the phone conversation he stepped in and said well we could always order one in. Having a chat and thinking about my options - I qualified myself (sales and service is ingrained in me) and decided to get a phone for myself and hand my phone to the person needing a new one. Choosing the correct brand I wanted and upgraded to the newest - sitting with the person I spoke about 256gig - he said you dont need it 128gig was ample (for some reason I trusted him even though I was reducing the gig size from my current phone) He stated the price and went on to choose a colour. Returning with the box he stated "I can save you more money" I asked how and was told because I was a good customer. - Oh thank you (good customer I would say is because of the $1000's that I have spent over the years in all Harvey departments).

He went to the Optus Australia site and downloaded the documents and I signed the papers without reviewing - stupid me... I said I need protection for the phone. It took him a good 5 minutes to even find a phone cover and screen protector "we have been busy" I said you should get someone to take ownership and ensure the merchandise is continuously stocked. He said "we need an automated system to restock upon sale".

I took my goods - a few days later when I unpacked the phone I realised the reason the plan was cheaper was because I was DUPED - it was a 64gig mobile - I was absolutely furious and humiliated because I was away at the time and had no option but to use the phone. I waited a few weeks to try and calm down and last Saturday I bent down to pick up my dog and the phone fell out of my pocket - onto the only stone on the grass - it hit the cover - scratched it and then went into the unprotected portion of the screen - yep the screen protector does not curve around to protect the whole screen and the case did not reached the edge of the screen protector.

I went into Harvey Norman (Marion, South Australia, Australia) quite distressed. The first consultant listened to my concern turned to the side and said J**** and walked off without a hand over so I repeated myself again. J had "never" seen this and said use your insurance. My reply being WARRANTY - both companies failed to protect my phone. He said he didn't know where to start and basically fobbed me off... and would not help me either with my second complaint of being DUPED by the other manager. Left the store before things got out of hand and rang and asked for the senior manager to call me. An hour later I had a call from C****** - who sold me the first 3 phones (in his first week I need to add). He said I was asked to call you but I have no idea what it is about. I said C are you a senior manager? No - I said I want to speak to the franchise manager and have a complaint about his managers. How DARE the managers on that day put C under the bus when they both knew I was upset! A*** called me back the next day... With the downgrading of the phone Oh I know T*** he wouldn't do that - Well he did this time... Take photos of the damage I will send it to the company and go from there. Because the screen is held together by the glass protector we were unable to take clear pictures so trotted off to see this A*** - Oh I thought you had a protector that totally encases your phone this is different... REALLY - NO neither were designed properly and still, I have an issue with being downgraded. All I can offer you is a credit for the difference between the 128 and 64gig.. I did not accept this and the reply was I cant do anything with this phone and would have to put it in the bin - obviously really FRUSTRATED I stated as my voice started rising so the $100 odd K that we have spent with Harvey Norman over the years means nothing to you. Gave him a few training sales techniques for UPGRADING and finding out customer NEEDS - he looked around nervously and told me to put my voice down. I stopped looked at him and then he said "in reason". Picking up my goods I left. I am left with an inefficient phone that will barely cover the apps . Cracked screen from bad manufacturing designs. Optus I hope you investigate the selling techniques used because I am happy to let you know how they are pushing your services and products to get sales...

I recently ordered a Swann wireless door chime, which was not available in the store, only online. When filling in the delivery address, I put 74 Two Tanks Road, P.O. Box 50, Springsure, Qld 4722. Australia. The online site refused to accept this unless I deleted the Post office box reference.
The parcel arrived in good condition, but when I picked it up from the post office, they informed me that they were really supposed to return such items to sender if there was no P.O. Box number.
We are a small block outside town with no postal delivery, so I do not see the problem of including the P.O. Box number as well as the road address. If you can't accept this, I will no longer be able to do business with you online.
I look forward to hearing your response to this. The Customer Service officer who I spoke to, said she was unable to fix problems with the address. When I asked to speak to someone who could, she just hung up. I am not happy with this response.
Charles Tyson.

The above items were purchased on 17 January 2019 paid for in full. all were delivered last Tuesday 29 January 2019. I was unaware that they would all be flat paced. At delivery the 6 chairs had not been included. the delivery driver called the store and someone delivered the chairs with the hour. The person who delivered them bumped the trolley into the wall and left a mark. He offered to clean it. As I had just had the room painted I said I would do it with touch up paint. The next day I had someone come and put the furniture together. There was a piece of dowel missing from the dining room table but we managed as there was an extra one in the TV Unit. The coffee table had no accessories at all. I rang the store spoke to Jason the Store Manager who apologised and said the accessories would be sent out by Express Post. I rang the store again yesterday as they had still not been delivered. Spoke with Tracy as Jason was not in. She said she would try and get in touch with Jason. She did get back to me to let me know she had been unable to contact Jason. It is now Saturday and still Jason has not been in touch. I have tried live chat no help at all. I have spent over 10, 000.00 in the store over the last few months, but I will never purchase anything from Harvey Norman again.

We had an issue on Monday 28th Jan. My elderly parents (80+) went to Malaga WA to buy an iPhone XR and a headsup display. My father asked the computer dept manager if he could open the headsup so he could see the connection port. It was clear sticky taped. The staff member refused. Somewhat understandable although he could of easily just put tape back over the clear sticky tape OR gone online and shown him what it looks like and got the sales. Instead an argument ensued and rather than de-escalate the situation the manager just kept saying "don't talk to me like that", "I don't appreciate the way you are talking to me" as if my parents were actually being rude. That all sounds fair until you know that it was being blown out of proportion. He was literally working himself into a decision that he wasn't going to sell my patent these items and continued on this path. It was quite bizarre behavior and could of easily just been sorted if he just kept his mouth zipped, completed the sale and end of story. But he clearly wanted the last word and just packed up the items and ended the sale. My patent have been your customers for decades. What I saw on Monday was a total disregard to loyal customers with a viable track record of sales, poorly handled with a lack of understanding and empathy for a customers needs. I wish I had videoed it just as a training exercise. No one likes to see their parents being upset but to see the smirk on this team never face and sense of satisfaction and authority made me sick.

I think you should be made aware that a Fraudulent sales procedure ( ACER pentium Desktop Tower sale in this case) is being applied by one salesman at that store. On monday 28th january 2019 i saw the above computer for sale at the above store. A chinese gentleman asked what i wanted and after discussion offered me the price of $590 on that computer which was marked as $696. I asked if it had windows 10. He claims he did not know and said come back tomorrow and you can have it for $590 when the IT expert is here. (how could he NOT know). So I looked it up online at home and saw that the price was $584 on special.
Then i go in on the 29th as suggested and the same guy informs me it is now $696.
So what is happening is sale prices are advertised, you are told to come back (when the sale is over) and the price is back up. If this is not fraud i do not know what is.

I think a bit of social media use to spread the word is in order.

[protected]@hotmail.com

I purchased two side tables and a tallboy the glass ones from the Wally Park store
I receive them very mouldy
I recently got married and not open them and that's when I noticed and I told the lady I only noticed them now
She goes it's my fault they're not liable for it because it got delivered in September
It would've got mouldy at my house
I told her it's an open area and it Aircon there is no way
I spoke to my husband he goes no I noticed them back in September but forgot to tell me so I received them that way
He's got dates and photos to prove when he got them back then

On 29/12/18 we purchased a Samsung QLED TV, soundbar and bluray recorder and paid in full after being advised that delivery would be in 10-12 days. On the 8th January we were advised that delivery would be mid February.
Harvey Norman were happy to take our payment in full, and we had to contact them about the delivery, they have not contacted us.
We contacted them again last week with no further resolution
Poor service Harvey Norman. Some compensation would be appreciated, or refund our money so we can go elsewhere