Harvey Norman
Reviews and Complaints

Good Morning I am following this complaint and enquiry up prior to taking further action in a hope that it can be sorted out in fair and equitable manner - Thanks

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Dominic O'Connor
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Could someone contact me as I would like to return this item and be refunded- it is excess to needs and has not been used and is in packaging.

I spoke with your online representative Michael tonight and found his responses and attitude to be very unhelpful and dissmissive.

I do not appreciate having the conversation terminated with the rather off handed comment of
Dominic im currently assisting customers as well. if you no longer need any help with any products then i'll leave you to it

Thank you for visiting Harvey Norman online. Have a nice day !

I also asked for a supervisor contact and Michaels oporator number . Michael stated supervisor not currently available. He referred me to a link to fill out a complaint.

I understand we are all busy but no matter the words used it is not a great example of treating your customers well.

In regards to refunding of our purchase i understand that a change of mind may not be a reason for refund and if we had indeed changed our mind i would not be wrting this email.

i explained to Michael that it was excess to our needs - had he asked why i would have happily explained . My wife has a medical condition and our a/c had failed so we purchased this online as a quick alternative. We were lucky enough to get our A/C back on line so the item was excess to our needs.

Not a change of mind, not finding it cheaper or anything else. i am happy to escelate this but would prefer to settle this in a reasonable and fair manner.

It would be great if you could refund this purchase . Happy to chat if needed

Many Thanks
Dominic

Hi.
I have bought over 50000 dollars worth of product from Harvey Norman and will never buy from you again.
I asm disabled and now seeking medical attention as I became suicidal from the ridiculous way I have been treated.
All I wanted was a refund on my goods.
I have been treated horrifically by the Mandurah store .
The asmount of emails are ridiculous.
I hope we c asn sort this out before I have to apply for Human Rights damages.
Keira Kelly

On 4 November 2018, I purchased the brandon design coffee table, dining table and entertainment unit a total of which was $5, 300. The sales assistant, Mr Andrew Naba of the Auburn store advised me that my items will arrive in 8 weeks time.

On 18 January 2019, I was informed that my items will be delivered to my home the following day (19 January 2019). On that day, we received our items only to notice that the dining table and coffee table were NOT the items we purchased they were entirely different items. To add insult to injury, not only did the delivery drivers dump the items in my garage and asked me to 'deal with their boss, Ben Thorpe. I contacted Mr Thorpe the same day and he tried to persuade me that "they were the right items" . I sent photos to Mr Thorpe showing the items delivered to me and also of the items I purchased. He then conceded that they were the wrong items and advised that I will have to wait another 8 weeks to receive the correct items. He noted in the interim, that I can use the items currently residing in my garage. I disagreed and said I did not want to be held responsible for items that are not mine and I want what I paid for and for the job to be escalated and not wait for a further 8 weeks. Mr Thorpe advised that he will arrange for the delivery men to pick up the incorrect items on 20 January 2019 at 5 to 8pm. On 20 January 2019, I waited for the delivery men to pick up the incorrect items only to be told that they cannot pick up the items until 11:30pm that night. I agreed to that time only to have the delivery men cancel the pick-up and advise me of same at 11:45pm on SUNDAY NIGHT! The delivery men said they will come tomorrow (21 January 2019) to pick up the items and I advised them to come at 5pm because I will not be home until 5pm from work. I received a call from the delivery men at 12pm today, 21 January 2019, asking if I happen to be home at 3:30pm? I had enough dealing directly with the useless delivery men and spoke to Mr Thorpe asking him to stick to the agreed arrangement to have the delivery men attend my home at 5pm, which he confirmed the delivery men will do. As I am writing this email, I have received a call from the delivery men now advising me that they will not be at my property until 7:30pm to pick up that items and I quote "I have to understand that they are doing me a favour".

Firstly, Harvey Norman initially failed to relay the correct items/description codes to the manufacturer who in turn produced incorrect items. The consequence of which is I am without the items I paid for and waited over 2 months for and on top of that, I am currently in possession of items that are not mine but are rather Harvey Norman's possessions. Frankly, I believe I am doing Harvey Norman a favour by acting as bailee for your stock! My home is not a warehouse where you can dump your stock and ask me to store it, because you screwed up the order.

Furthermore, I am being inconvenienced by waiting around for useless delivery men to pick up your stock at a time(s) convenient for them and Harvey Norman. I have had to rush home early from work to ensure I can allow access to my home so they can obtain the items, instead you have inconvenience by keeping the items at my premises, asking me to be responsible for them on the store's behalf and wasting my time and work time.

In addition, I have to wait another 8 weeks for the right furniture to be made and delivered to me, frankly that's good enough. I understand that you don't have control on how long goods are manufactured but the poor customer service experience was just disgraceful and quite frankly, waiting another 8 weeks for items that I paid for in full in not an acceptable resolution.

Your warehouse people and drivers, may be independent third party's however, they acted as agents on Harvey Norman's behalf and the multiple failures, excuses and poor attitude and customer service was appalling.

I look forward to discussing a resolution to this matter at your earliest convenience.

please find attached photos of the correct purchased items (first 2 photos) and photos of the incorrect items (3rd and 4th photos) and of the invoice with the deliver's man's handwritten notes.

Kind regards,

Lisa Antoun
[protected]@hotmail.com

Harvey Norman Bathurst

13/12/18 Order SMEG Kettle on for Christmas finally received on the 09/01/19 Tom in Electrical.

29/12/18 Rang Harvey Norman about Oven under warranty and not working and enquired about kettle ordered.

07/01/19 Rang Harvey Norman about Oven they will get back to us.

11/01/19 Rang Harvey Norman again they will get back to us.

15/01/19 Rang Harvey Norman again they will contact someone to come out to us.

19/01/19 Rang Harvey Norman again they will get back to us still waiting.

We are loyal customers of Harvey Norman and are not happy have we been treated just look at what we have brought from your store over the years.
If you say you will ring us back on the day follow through, , ,

Management team - Harvey Norman Av/It
Superstore QVH (Shop 9/13 Upper Terrace)
Melbourne 3000

Re: Refund for faulty Lenovo Yoga 920-6b laptop

To Whom it may concern

On 23 November 2018, I purchased a Laptop Lenovo Yoga 920-6b BNZ DNX MPC CVT from your store for $1, 598.00 - product code 80Y7006BAU but I received the laptop the 25 January after the software installation. The machine was advertised as being ‘on sale'. Please find copies of my receipt attached.

From the first time I used the laptop it has had different problems including:
• The screen twinkled occasionally when I flipped it.
• It did not connect to Wi-Fi in some locations (different internet providers); when it did connect to Internet, I had problems downloading videos and generally it wasn´t possible.

I returned to your store the week after purchasing the laptop because it wasn't connecting to any Wi-Fi network and the person who sold me the item said it was just a matter of updating the computer. So He ran the updates in the laptop right there and then and I returned home with the laptop the same day.

When I tried to use the laptop again, the problems mentioned above remained so I returned to the store on the following week on the 11 December 2018 and Alex from the IT service at the store checked the computer, ran additional updates and gave me back the laptop. Even after this second analysis of the computer, it kept presenting the same issues. But this the computer screen was twinkling whenever I flipped it so I recorded a video of the problem and returned again to the store on the 13 December 2018, where the tech service team received the computer. I said I wanted to return the laptop and get a full refund because every time I was having a new issue, but instead was asked to leave the laptop at the store and to send the video showing the laptop screen twinkling.

I was advised I was going to be called by the tech team, but I never heard back from them. So on the 17 December 2018 I went back to the store and realized they didn´t have even started checking the laptop. This time I spoke with Mathew (from the tech service team at the store), who ran an update on the computer once again and gave the computer back to me saying it was fixed.

I returned again to the store on the 6 January 2019 after the holiday season because the computer was still failing to work properly, and this time I sent another e-mail to the tech service team at the store with screenshots showing one of the other issues, including failure to connect to the internet in some locations as well as failure to download videos when connected to the internet. Glin, the person who received the computer that day, did a quick test by trying to access his Netflix account from the laptop and he had the same issue. I insisted I wanted to return the laptop and get a full refund but once again I was told to leave the computer at the store again so the tech service team at the store could have a look at it, again.

From that moment until today (almost two months) waiting for a refund, the laptop is still at the store and I was advised the problem was redirected to Lenovo. Alex (from the tech service team) has been in constant contact with me but the last two times he told me that Lenovo thinks the problem is my home internet connection. That cannot be the case because I work in different locations across Australia and I tried the laptop in different locations/networks with the same outcome, while my other devices connect without any issues. The laptop even had the issue of not being able to stream videos, which was confirmed by your team on the 6 of January as explained before.

When I bought this laptop I trusted in the advice of the IT specialist selling computers at your store and I was told the laptop was going to work for the purpose I needed. I was also told that in the event of any problems the store was going to take care of it but the sales person never mentioned any potential issues known. However, after all the problems that I have had, I did my own research and found that this specific laptop has a history of issues associated with the Wi-Fi card. The tech team at the store haven´t been able to solve these issues and I am tired of wasting time having to go over and over again to the store asking for a refund. I need a computer for my work, and this problem has added pressure to me and I just want to have the refund so I can get another computer elsewhere and move on with my life.

If I had knew in advance the laptop had these issues I wouldn´t never bought it. I am within my rights to request a refund for a faulty product. Considering that on the 6 January 2019 I was told that this issue was going to be resolved, I would reiterate my position on returning the laptop and have a full refund of the purchase price. I would appreciate this matter being resolved before the 24 January 2019 (15 business days after I requested the refund for the third time).

Also, Yesterday 17JAN19 went to the store to put this complain and I was told they were going to get in touch with me today, but I did not receive any call.

If I do not hear from you before the 25 January 2019, I will forward my complaint to Consumer Affairs Victoria for further advice.

Please contact me by telephone or email (details provided above) at any time to discuss this letter.

Note: Attachment of the receipt and videos/photos are with the store

Yours sincerely

Gina Sotelo
Mobile: [protected]
e-mail: ginasotelo.[protected]@gmail.com

16/1/2019.
0/10 is my rating.
Invoice 1984970, over $7, 000 dollars worth of products, bought on the 18/11/18.
The 3rd attempt they finally got our trundle base right, was told it would take 2 weeks for our lounge room furniture to come from Sydney to Maitland, it was delivered on the 19/12/18, was not very happy with that.
When it arrived entertainment unit had been dropped and the top had a chip out of it and is cracked and door all but fell off, (screws striped), and have just realised they have forgot to give us our care package for our lounge as well, spoke to customer service today all I could get was I am sorry, had to ask them if some one could come out and set my new entertainment unit up as i have had to it all ready.
16/01/2019 our entertainment unit is still not delivered.
Will not be returning to any Harvey Norman store again, would rather spend an extra $500 dollars some where else that actually care about you after getting there money.

I ordered and paid for a Simpson dryer on 06/12/2018 and was told delivery would be in 10 days. Considering Xmas etc I let a few days pass until I phoned to told we are short staffed and will be delivered as soon as possible.
After now 5 weeks of waiting with now no return phone calls from the store, I have asked for a full refund. Now I am not old the manager is at the dentist and no one else is able to refund me.
What has happened to customer service.?
If this is the way they treat customers then I will never return business to Harvey Norman ever again...!

I brought a mss surfacepro 6 on the 11, 01, 2019, come with key pad, bunfle deal, when I got home no keypad in bundle, went back on the 14th, they said I was correct about the deal, and proceeded to give me their old second hand one, I am not happy with this, for this is the first computer anything I have brought and it cost me a bundle, i want something to be done, as this is not fair at all, it is not not customer service, i payed big money and deserve to get what i paid for. the sign was there when i brought computer i have receipt to prove, would appreciate your support on this as ypu are a mass company and your word should be your word, i gave the money

Harvey Norman advertising on radio and television is both obnoxious and loud - I actually feel enraged whenever I am exposed to their blatant attempts at market saturation of their brand.

This customer will NEVER purchase a thing from Harvey Norman's based solely on the invasiveness of their marketing campaign and this sentiment is shared by my coworkers too.

Capitalistic [censored].

On the 31/12/18 at 13:31 invoice number - 2934868 for the value of $2, 194.
Location Harvey Norman in Toowoomba
Sales assistant 262 - Jaiden L.

His attitude was very average to poor, snappy, very fast to talk to us, quick to just tell us what we should know in limited form, questioned why I did not wish to take the extended warranty care & seemed rattled to why I didn't, he didn't want to let this point go.
He even confirmed that he wasn't trying to be a [censored] to us (his own words), this was not needed at all, its like he didn't respect our decision.
He stormed out to the register with attitude & didn't walk & chat with us where I observed other sales assistants doing this with their customers.
My past experiences with HN have been very good, but this one has set us back to question our next purchase location.
if I went back to HN & he approached me I would request another sales person for help.

My daughter and I both bought this dash cam from you online as this could only be bought online. When ordering this dash cam my daughter never had a problem and they were only to happy to help. When I ordered mine they were not. I was left in total of 3 hours waiting on the phone + never receiving call back as I got sick of waiting for so long. They did say that they were going to reimburse me the delivery and I am still waiting on that. As both cameras had faults we chose to deal with the faults one at a time. The Dash Cam that my daughter bought from you had a issue with the socket for the back camera. Because of the treatment we received from you we ended up taking the dash cam to the closest store, that being Capalaba. They handled our problem promptly and politely. As the Dash Cam that I bought had a whiteout problem with the main camera we ended up ringing you to see what could be done. You told my husband that because it was bought online that we had to go to the closest Harvey Norman Store which again was Capalaba, to either get a refund or replace it with another Dash Cam as my original Dash Cam could not be bought at the store. We were told that we were not able to get a refund and that we would have to buy one at a dearer price as I wanted one with a back camera. Which ment that I would have to pay the difference of $50. I told them that JB Hifi has the same camera for $199.20 after cash back making it $169.20. They didn't care. Harvy Norman has the dash cam for dearer as the special has now finished and JB Hifi special is finishing today.

I am disgusted by how this has been treated by this company.

So recently purchased over $12000+ worth of bedding and fridge etc from Harvey Norman Mackay and I'm not happy with a few things. Delivery for my bedding did not arrive the weekend I requested and I had to go back to work the following Monday. One of my bedside tables has arrived with a large dent on the front and I paid $800 for each table. Also the fridge I purchased for $4000 apparently needs plumbing to be able to use the water/ ice dispenser of which I was never made aware of when purchasing otherwise I would have chosen another one. The service of the bedding guy named Alex was not great as he did not organise my delivery as requested as he's too busy acting like a show pony.
I'm not happy at all, as I feel like I've wasted money in this store.
I would like to know if they will replace this damaged bedside table and swap out the fridge for one I can actually get my moneys worth out of.
Louise Holme
[protected]

We went into Harvey Norman store on 13/12/2018. To purchase a Nikon D3500 DSLR as it was advertised online 10% off for that day only.

When we arrived and spoke with a staff member in the camera department we were told after speaking with his manager that the discount doesn't apply to cameras even though it was stated on the product online.

This to me is regarded as false advertising. We were very disappointed. I feel that the discounted should be honoured and I'm giving you a chance to rectify before I take it to consumer affairs.

Harvey Norman flooring at Thomastown sold me timber floor boards, pointing out the practical and durable feature of product. They did not tell me that I couldn't mop the floor boards! When bubbles started appearing under the boards, they blamed me for mopping the floor! When I asked how else was I supposed to clean it and that the mop I use does not drench the floor, their reply was that I
needed a special "laminate timber spray"!
I was not warned about this when I purchased the product. They even used an excuse saying that maybe my dogs (who have a doggy door) had been weeing! When I asked about the maintenance and care instructions that I should have received and officially agreed to before the purchase, the reply was that the care and maintenance instructions would have been in the box the boards were delivered in! Well, hello, but I did not move into house for 3 days after the floor was laid by his subcontractor! So where and how could I have seen these boxes? And why, would anyone in their right mind would purchase a timber floor that you can't even mop?! They refuse to take responsibility for the damage to my new jous's timber floor. I spent a fortune at Harvey Norman flooring in Thomastown, including the carpet which cost over $13, 000 and now this is the service and treatment I get. I'm now having to get construction and flooring experts and have to pay a fortune for experts' reports, so my case is heard at VCAT. I need to be compensated for all these costs, in addition to the extreme stress, anxiety and inconvenience I've had to endure. When I tell friends and family, their immediate response has been "why would you go to Harvey Norman for flooring?!"

Asked Jarrack at Aspley Harvey Norman to price match and get a store transfer to be told no I'm not losing money on that. I registered a complaint with them told 48 a response to have no call no email until today 9/12/2018 saying case Closed well Jerry Harvey your stores will be like David Jones soon as customer service is nill. I travelled to Capalaba from Aspley to purchase and guess what they price matched. Disgraceful follow up and disgraceful service

Organized for my washer/fridge to be delivered so it would be one less thing to worry about when moving. Was told that when delivered it would be brought into the house and set up to working order. This was not the case the delivery guy's told my 34week pregnant sister that it wasn't there job rather rudely while the other apologized to her as they left the appliances in the shed. My sister called me I was 10mins away by the time I got to the house they were gone.i didn't even see the truck drive out of the estate. I was on my way back with food for my son. When I called the store and asked about the service as I thought maybe I miss heard 3 staff member's told me that they were ment to bring them in set them up to working order. I explained that I am a single Mum and my sister was 34weeks pregnant how are we meant to move washer/fridge into the house. So after back a foward phone calls I was told no one would be able to come back to help me move the fridge and washer until later the next day. I had to call my brother and get him to bring a mate over to help move the fridge and washer. I called the store back to tell them to not worry about sending someone to move and install the fridge/washer to be promised a gift card in the mail that has never come. I am still extremely dissatisfied and feel left down by Havery Norman (Aspley) after being offered a service to help make things easier on a already stressful moving weekend. Don't offer something if you can't deliver!
Don't say your going to do something if your not!

About 6 months ago, I went into the store to buy a new laptop. I came out with considerably more and spent $3.500. I did explain to the young man that I am a dinosaur and needed something easy to use and ideally have an expert come to my house and show me how to work everything. I now know I have something called tech2. I called them last week to try and work something out. The man was very pleasant and within 10 minutes, he had everything working. The solution? Switch the laptop off and on again. Tonight I decided to put some information on a Word document and I pressed the icon and it asked for a product key? I call Harvey Norman and they said to ring the tech2 guy. I did and we spent a while going through all the products in boxes I haven't opened yet as I don't know what to do with them... and he was very patient as I sifted through papers and boxes until I finally said 'look its not your fault and its Friday night. You have a nice weekend and I'll do what I normally do and go to the library to use their pc's. I called Harvey N at 5.35 and the woman says 'you may not have bought the microsoft and it might just be an icon'. So, I replied can you check the computer then to see if I did buy it and she said they closed at 5.30 and the computers were switched off.

I say this with honesty - they do not care. Selling things and making money are paramount but customer service is so poor, it's pretty much non-existent. Terrible. Shame on them.

I understand its Friday and people want to go home but how about a little courtesy? A little understanding? Even a suggestion to call tomorrow whenever they open? Or, what would be really lovely? The tiniest glimmer of caring.

I ordered a laptop online on november 23rd 2018. Today I still have not received an email to collect it. I choose click and collect thinking this would be quicker than delivery. After several attempts to contact the store I called customer service today and was told they couldn't do anything other than send an email like I did. Finally got a call back just now from the broadmeadows store and was advised they asked geelong store to send the laptop to them on the 3rd of december. When I asked why it took so long to contact the geelong store I was advised that they cannot just look it up to see what store has availability, they have to email each individual store and await a response.
The customer service received has been horrible and the wait time for a product is unacceptable. I will not be in a rush to return as a customer when this is the treatment received. There is a complete lack of urgency with this company. I would have been better off selecting delivery I would probably have it by now. I also asked if the request was sent on the 3rd why does it take over a week for it to be shipped an hour down the road?
The website should tell consumers if the product is not available at a store and how long the wait will be, or advise of stores that do have stock. I would have picked it up in geelong last week had I known as I was down there.
Now I am without the item and who knows when I might get it. On top of that I now have to drive to pick it up after waiting all this time.

I bought 2 recliner chairs from Harvey Norman 3 years ago than I decided to buy 2 the same but they are no where near the same as what I originally bought, so I took photos of the original ones as welll as my receipt and went and seen the Bloke who placed the order at the Bennett's Green store his name is Colin and I seen him on the 25/11/18 and said I will see what I can do and let you know by Friday, today is the 4/12/2018 and still haven't heard from him so I certainly won't be buying anything from them again all they want is your money.

My online order number is [protected]. I purchased Samsung series 8 tv and samsung soundbar from Harvey norman on 19h November. I purchased it online as I was overseas. I chatted to an online customer service person with my requirement and they provided me with a link for the transaction. The offer was they will deiver and install the tv and if I purchase a soundbar they will install that as well. Tv was out of stock for 14 days which was perfect as I was going to be in overseas till 8th of December. my request was for both the item to be delivered and installed on same day which was Monday 10th December. After 2 days I receved an email from courier that soundbar is on its way. I had an option to reschedule which I did to 10th December. They still send the soundbar to my address and left a note as no one was at home(to collect from courier office). Since then I have been calling their customer service team everyday and no one can still come up with a solution. first of all I have to either wait atleast 2hrs on phone before somone anwers. The inefficiency and unprofessionalism of these people are commendable. everytime after waiting 2hrs or getting a call back, they will tell me relevant team will get back to you. This morning again I spoke to one of customer service agent and after explaining everything, told me that they will call me back by 5pm with a solution. As you might have guessed I am still waiting for that call. This is been happening now 7days straight. The info given to me was tv was send me from Penrith store and soundbar from Alexandria. Penrith have got the stock and ready to install it but wont install soundbar free of charge. Also they wont supply tv brackets for installation (which is not what I was told by online chat agent during purchase). They also seem to be confused with the promotion they ran less then 3 weeks back.