Harvey Norman
Reviews and Complaints

I bought a ring door bell pro kit from Harvey Norman Fyshwick store (in Canberra) for my new house about 5 months ago (June 2018). The kit just sat in my drawer for almost 4 months before my new house was ready. A professional electrician installed the door bell for me in my new house about 3 weeks ago. I started to set up the door bell two weeks ago but found it did not work. I then got the electrician to come back to check. He found the fuse was blown, then he found the Ring power adaptor coming in the kit is faulty. The output voltage of the power adapter is supposed to be 16-24 volts, but the one I got outputs 28V which blows the fuse! I then went to the Harvey Norman Fyshwick store to try to get a replacement or repair, but what happened next is the worst customer service I've ever received. The guy in the shop is very rude and said it is my fault because 2cm wire wrap at one end of the power adaptor cable has been removed by my electrician. I explained to him that this is what it should be in order to install the Ring product, and also 2cm-wire-wrap-removal has nothing to do with the over-voltage issue, but he insisted that I have modified the product so that all warranties have been voided; they will not replace or repair the product for me. But without installing the product, how do I suppose to know the product is faulty?

I m so disappointed by Harvey Norman!

I contacted Ring company (based in US) today and explained the issue to them. In just 2 minutes, they admitted the issue and then arranged to ship a new power adaptor to me. While I m happy with the Ring's customer service, I want to say "Shame on you, Harvey Norman!"

I have ordered Nokia 8 Steel on 15/11/2018. I have contacted Harvey Norman Phone Support for tracking number, and they were unable to provide me any tracking details. After that I keep contacting them over the phone, Whatsapp, Facebook and email, but they did not get any information.
Finally, on 26/11/18, they provided me the tracking number which was showing delivered as per instruction. I have not left any instruction and I am still following with them.
They have promised me several times that they will contact me, but I never heard back from them. I need phone urgently, but they said they are still investigation and they cannot give me refund or phone till investigation is completed.
I am very frustrated with their support as nobody taking any responsibility and there is no way to escalate this issue to management level. I have spent over 15 hours in total just on the follow up. I more feel like I lost my money and feeling very depressing with their behavior.

Ordered and paid for carpet, all we wanted was an approximate time for installation. Ended up with the store 'owner' Darren? yelling at me and threatening me, saying I was the problem, I was a rude customer and he didn't have to put up with that and hung up one me. Harvey Norman Bundaberg - no idea of customer service and plenty of other options instead of this disgusting store. Will never go to your store again Darren.

I recently purchased a sofa set
The bottom of the sofa came torn
I called the guy who served me to send someone to fix the problem
He said please call later when the service manager is available.
I called the next day and was given the same excuse
The guys name is Mehul
And also I had to request him a lot so that he would send me the receipt by email.

I gave my phone to the store in Little Island, Cork almost 3 weeks ago to replace a battery. They told me the phone would be sent to Rathfarnam in Dublin and would be back in 5 working days. Since then I have rang the store numerous times only to be told it had left Dublin and was en route. When it still hadn't arrived I was then told that the shop in Dublin were waiting on payment before they shipped the phone. The store in Little Island had already charged me for the replacement and didn't say anything about paying the store in Dublin. So I had to ring Dublin and pay for a second time last Wednesday and was promised that my phone would be shipped the next day. I then had to go back to the store in Little Island to have my card refunded because I had been charged by the local store in error.
I have just rang the shop in Dublin that is replacing my battery as my phone still hasn't arrived and I have just been informed that they missed shipping last week and my phone is still with them.

Apparently I will now receive my phone this Wednesday, exactly 3 weeks after I dropped it to Harvey Norman in Little Island. I was told the service took 5 days.

The inconvenience of firstly having to wait that long for my phone to be returned, along with having to ring the store every day to be told something different by each employee who answered the phone and being charged twice for the same service while still not actually having my phone returned yet is just absolutely ridiculous.

For such a large store the service provided is beyond terrible and I would never rely on or trust the services of Harvey Norman again. My experience with the store has been one of my worst experiences with any store to date. The customer service is an absolute disgrace.

Hi I visited your Wairau Park store on Sunday 4 November and was served by assistant 142 Nlata.
I was wanting to purchase 1 x Ariel Buff Table Lamp. I asked if I could swap the shade to the same lamp base but a clear colour, to which I was given the answer no, which I absolutely accept.
When I asked to purchase the lamp I was told I had to order it, there were at least another 4 in the store. I mentioned this and was told they are not allowed to sell one as it would spoil the display. I pointed out that there was no sign either on the lamp or in store that they were sold in pairs, and asked if she could ask the manager. The assistant went to the manager pointed over to me, then returned and said again no I couldn't purchase it. In the meantime, I looked at another display, where there was same lamp in a different colour way by itself (not in a pair). I pointed this out, to which she answered, it must have been taken for a photo shoot, to which I replied, the display can be spoilt for a photo shoot but not a paying customer, she replied she was just a sales person. I asked again for her to speak to the manager, which she did, then came back and said I could purchase it.
At no, time did the manager come over and speak to me, they just looked over at me from afar. When we had to walk across the store to the payment desk, the assistant didn't say anything. I felt so awkward that I said to her, sorry if I came across as difficult, she didn't acknowledge I had said anything to her.
The reason I am writing this, is because I work in the retail industry and customer service is of the most importance.
I walked out of the store feeling terrible, which I know shouldn't be the case. Both the manager and the assistant failed Harvey Norman in terms of customer service and would benefit in customer service training.

Regards Debra Morris

I have purchased a Samsung Galaxy note 9 512g and engaged an phone plan of AUD107 per month of Optus in your Gordon store.

After l returned to home and found that this phone is only for single Sim, but l get the message from all Samsung Note 9 are for dual Sim card. When l purchased, your sales guy had not mentioned anything about the phone was for single Sim.

I had went to Gordon store for twice to request solve my problem, your salesman just said they can't help, and this is the phone from Optus, and you said that l need to ask him at the time of purchase, when l said how did l know the phone was for single Sim.
I think that it is all your fault, and need to provide me the solution.

Please contact me on [protected]@gmail.com

Purchase date - October 2017
Purchase of Mac Book Pro
Sales staff recommended that I avail of flexirent and said that ownership transfers once the final payment was made, I listened and trsuted the Harvey Norman staff member.

I completed the transaction over a phone in the Harvey Norman store and was not given a opporutiny to go through it alhough I was assured of the terms by the Harvey Norman store member.

I am thoroughly dissapointed with the end result, i.e. have to pay nearly 40% over and above of what I should have paid got a laptop, even a loan with an extremely high rate would not yield that return.

Also, flexirent took money from my current account as a 13th payment event though a contract was entered into for 12 payments only.

I truly hope that Harvey Norman ends its relationship with this entity, flexient and ensures it staff are correctly infomred.

I bought a laptop(HP PAV 360) on 18th Aug and it suddenly broke(no sound came out from the speaker and earphone either) and I took it to Harvey Norman Gordon on 20th Oct. One of the technicians said that the speaker had broke & needed to be replaced and they'd have to send it to HP company for repair adding that it'd take 1-2 weeks for it to be ready for pick up. However, he called me on next day(21st) and my laptop was fixed and ready. When I went back there to pick up my laptop, the technician were gone for the day and one of the sales crews handed my laptop over to me w/o explaining what'd happened to my laptop and what they had fixed on it.
On my way from Harvey Norman to the carpark I found multiple scratches on the top surface of the laptop and I came back to the store right away(it was in less than 5 mins b/c I was still in the same building yet) complaining about the scratches I found. The scratches were found only on the left top part and it seemed like they were made by some sharp metal things. The sales crews told me that they needed to check with the technician who handled my laptop before they could know what happened to my PC. So I left my laptop there refusing to pick up the laptop in that condition and was promised that they'd call me first thing in next morning.
They never called me back next day, I had to call there more than 5 times and be put on hold over and over before I was only told that they'd call me back next day again.
To make a long story short, they told me that they couldn't figure out what happened to my PC and how those many scratches were made but could not take any responsibilities for the scratches because I left the store and came back on that day I went there to pick it up.
When I went back there again to finally pick up my laptop I found out that my pc was formatted and the window program was reinstalled, meaning that all the MS Office programs and Anti virus / Child protection programs were gone.
In about 2 months'time, the laptop I bought there broke down and when I left it there for repair it came back with lots of scratches and all the software programs gone.(when I left it for repair, technician mentioned nothing about "formatting" or "window program reinstallation" but only speaker replacement)
Now the technician offered me ridiculous compensation options either I buy a technical fault guarantee at a discount or $20 pink pouch for the laptop.
It must be joking. Right? I've never met this much irresponsible people without any customer service concept in mind at all in my whole life.

Owner of the franchise, had a miscommunication with the carpet installer, who installed our carpet in a way that voided the warranty. Darren (owner) said he would discount us, but not reinstall. Later found out from another employee that he did not discount us. Tried to blame us for voiding the warranty instead of himself and installer. The join in the carpet was terrible. It took months to arrange a new installer with HN to fix the join. They expected me to take a day off work to let an installer in. There was no going above and beyond because they'd made a mistake. Could not once get hold of Darren for this. He was never in the store when he said he would be. Darren was always arrogant and unapologetic. I felt like I needed to learn how to install carpet myself before paying the business to do it for me. I would never recommend HN carpet and flooring.

I purchased a washing machine from your Balgowlah store three weeks ago. I have taken 3 days off work and there have been 5 promises to deliver the washing machine but it still hasn't happened. I keep receiving verbal & written promises from Dan Matthews that the machine will be delivered & yet nothing. Dan is now not taking or returning my calls. I have lodged a formal complaint with Fair Trading. I have paid for an item & yet I'm still not in possession of this item. I've been without a working machine for 3 weeks now. What else can I do? Rosanna

Dear to Whom May Concern,

Ive bought a Macbook pro touch bar on the 9 Sept 2018 which I've paid on the same day but there no stock of the unit at that particular moment (Harvey Norman - Ikano Outlet) and they promise me to wait for another 2 weeks which the unit I've paid is coming from Penang.

I was glad that within a week I've received my Macbook Pro instead to wait for another 2 weeks. I've received the unit on the 17 September 2018 approximately a week.

Happy with the situation, I've recommended to my sister to buy as well the Macbook air at the same outlet. Which make 2 unit of Macbook we've bought from the same outlet within a week.

My Macbook pro touch bar which I roughly used about 3 times facing an issues on the 7 Oct 2018. The issues I'm facing is that I can't switch on my Macbook pro. I thought due to drain of the battery. However, I try again the next following day to open with direct plug but unfortunately its the same situation.

I did called to the salesman (Mr Jeffri) of Harvey Norman Ikano outlet on (8 Oct 2018 )which I bought the unit. He asked me to go to Mac Service Centre.

Having a unit from Harvey Norman (HN) within 20 days with 3 times usage I would want a one to one replacement unit which this has not been advised at all until this been informed by the Mac Service Centre itself that a Macbook with short period of usage and having a problem with this type of issues may get a replacement unit. If to get a replacement unit you may required to sent to its retailer where you bought the unit.The Mac Service Centre manage to detect (attachment as attached) . They didn't manage to go deeper into the diagnostic part as I told them i will required back my Macbook Pro to sent to HN after my second attempt speaking to the HN salesmen and only this time he advise me to deliver back the unit to them(HN, Ikano outlet).

After taking back my Macbook Pro from Mac Service Centre, I went back to HN and my sister had spoke to the HN's Ikano Manager, Mr Eugene Lim. All he can said, require us to gave the faulty unit and for them to check with Mac and no guaranteed I will get back one to one replacement unit. In my thought as well, I just let the Mac Service Centre to proceed with the service if this statement will be as same as we thought. Plus, he informed another three days for them to check on it and all this problem is only with Macbook product but not other product like Acer, HP which he can replace immediately if there any faulty ( This is not helping at all).

The situation was really surprise me because before I bought the unit, the salesman had indicated to us that any faulty with the Macbook product - they may replace one to one unit. If I knew this will happened to me I would buy another brand as my previous laptop is Acer and had been used it for 8 years without any problem.

Within 20 days from the day I bought the unit from Harvey Norman which I presume a reputable electrical home appliances outlets as I trust so much since my late mother believe the brand that comes from Harvey Norman is always in good condition and always being taking care of. Its run in the family whenever we required any home appliances first brand appear will be HN. Unfortunately, it was my luck this time buying a bad product from a reputable brand name like HN but, I hope this isn't the last product that I bought from the HN.

All I'm asking is from Harvey Norman (Ikano) is to give me a replacement unit as one to one unit exchange of my old and not working unit. or at least transmitted me the right communication by the salesmen and manager for the customer satisfaction.
I will definitely understand if HN may need a time to check my faulty unit but at least communicate the right way and deliver the right message.

Again, I would appreciate for your good self to reconsider that I may get a good unit as replacement as currently, I can't even do my work because of such matters.

Thank you and hoping for a good feedback as I believe Harvey Normay would have a warranty between HN and apple which a customer like me may request a one to one replacement unit which I bought for a unit of Macbook Pro Touch Bar that cost me RM9, 640.

Thank you.

Nurul Yusof
+[protected]
[protected]@yahoo.com
Harvey Norman's unlucky customer.

I went to Harvey Norman Castle Hill in July 2016 to buy a computer and I was talked into getting a computer through Flexirent by two Harvey Norman sales conmen who said it was a great way to buy a computer. They did not say rent a computer( desktop) I later found that I was only renting it and did not own it. I am still struggling to pay the rent and at one stage had to ask for hardship help and a 3 month break. This has extended my contract to January with Flexirent. I have currently paid $6671.37 for a computer that if I wanted to own, I would have to buy for $697.59.
I have spoken to the Manager in the computer section at Harvey Norman Castle Hill twice, and dispite recognising that the two salesmen were conmen and no longer work here. Apparently they had had other complaints. They gave lots of promises to talk to the Flexirent rep and get back to me, nothing has happened. Hopless individuals. Obviously the customer is not important to them. Currently I will not by anything from Harvey Norman again. Gerry Harvey used to buy orchids from my Father in Dural, he was always given a fair deal. If I get the chance to talk to him about this I will certainly let him know.

Complaint about furniture item, deposited in January 2015 and never delivered or money refunded.
I bought a bedroom set in December 2014. It's delivered and all was fine. Soon after I decided to buy a dressing set with a mirror of the same barn and style - "FAIRMONT 6DRW DTM ARCTIC" - from the same store in Aubirn Nsw, on a date 13/01/2015 @ 13:48. Have been served by an older man. I clearly explained him that I want this set with mirror.
Full normal price was: $999.00, but there was a discount of $334.00 n (January sales), so selling price in total was: $665.00.
I paid deposit of $135.00, and been told that rest of the balance I'll pay when item will be delivered.
Soon, delivery came, but item was without mirror. So, I returned it back, saying that I exclusively order this set with mirror, not without. However, on the invoice was note: "mirror not required". This is incorrect. This is done against what we arranged. I clearly required mirror. I did not check invoice, or sign it because I just trusted that old man, that we had a nice friendly chat about why I need item with mirror... But, they insist on that notice.
Must say that, the price of the item without mirror is much lower, something about $700.00, and not $999.00 as it was on my invoice - for the set with mirror.. So, I ordered item with mirror. The salesman, without my knowledge and attention put this notice.
That was at the time of beginning year 2015.
Since then I required numerous time to resolve this issue, whether deliver me item with mirror and I'll pay rest of the price from my invoice, or, wether refund me my money back. None of this happened. on Numerous attempt I just been manipulated, from many different salesperson there, many silly different answers, and till today, 14/10/2018 - I did not get my money back, or item delivered.
So please, can you investigate why this happening so embarrassing for such a eminent company as Harvey Norman? If this $135.00n mins so much to them, that they have no shame manipulate me, then - means to me as well, as an older pensioner with really limited budget.
Invoice Number: 341154
Date:13/014/20145
Store: Auburn NSW 2144
Customer: Radmila Banjanin
Address; 8/15-17 Betts Street, Parramatta, NSW 2150
Mob: [protected]
Email: [protected]@hotmail.com
Customer services people been talk to: David, John Emerlscer, (or so), Patrick, and some more, on the bedding department.
Please, resolve this issue as it should be, fair and on customers satisfaction.
Thank you
Radmila Banjanin

receipt

we ordered a 2 seater and 3 seater lounge (marina) on the 7/7/2018 they said it would be 6 to 8 weeks we received the 2 seater after 9 weeks and that is because we went to the shop to ask what was going on and then they said that the 3 seater would not be long after a few more week went by and not heard from them went to the store again and they tell us that it is not in Australia yet and it could be another 2 weeks before we would get it but no promises we are now going into the 24th week may be you will be able to push things along as we are not very happy

Good morning,

We placed a deposit of $200 on the Allendale Lounge 3.5 on 9/6/18 in the Darwin branch. We were informed that the suite would be on site mid July and that we were then required to come into the store to pay the reminder of the balance and arrange delivery.
We received a call at the end of July/beginning of August to be advised the suite had been delivered to the store.

We asked the Harvey Norman employee if we could store the lounge in the warehouse until we were ready as the lounge had come in later than expected, we had visitors and financially we needed some time before we could pay off the remainder. We agreed an estimated time of late October / early November. We were assured this was fine and the employee stated they understood the situation.

On the 16/9/18 we visited the store and inquired about the suite, to be advised it was still in the warehouse and ready for us whenever we were ready. We decided to pay the remainder of the balance and arrange delivery. The total cost of the lounge was $1, 755 plus $70 delivery. Delivery was scheduled for 2 weeks later on 29/9/18 in the morning.
Invoice number 2437186 states the delivery date and full payment.

Between the 16/9/18 and 29/9/18 we sold our current sofa in preparation for the new lounge to be delivered.

The day before scheduled delivery we received a phone call advising that our purchased lounge had in fact been sold to another customer. The employee did not apologise for the situation and implied that the error had occurred as we had initially requested a November delivery and there was a note on the item in the warehouse stating this.
We explained that we had visited the store on the 16/9/18, paid the full balance and arranged delivery. The employee advised the item had been sold sometime between our full payment and delivery date. We were given three options; Harvey Normans could re order the same product and the lounge would be delivered mid November, we could come in and choose something else or we could be refunded in full.
No apology was given and no ownership was taken for the error.

We were very disappointed in this. This has unfortunately put us under financial strain as we have been forced to buy a second hand sofa while deciding what to do. We have had visitors staying and therefore this has lead to undue pressure.

I look forward to your response.

Thank you
Giulio Carbonari

Hi I recently bought a Fitbit from Harvey norman fortitude valley Brisbane store. The last 2 days the battery hasn't even last 4 hrs and went dead where before that it was lasting up to 3-4 days like it says on the Fitbit box. I returned yesterday Saturday 13th October When returned and asked for a refund or exchange for a new one replacement the customer service was rude and no one apologised. This is very poor customer service I don't understand why I have to wait till Monday when a tech is there to assess it when I don't have time to go back during the week to get this sorted I spent $300 on this item and this is unfair. The store said there short staffed and busy when that is not my problem and no excuse

Regards

Anthony cheng

[protected]

I went to Dandenong Harvey Norman with my brother to buy laptop on 13-10-18 between 2 pm and 3.30 pm. When we went to there was a sign sale Macbook Air 13IN i7 8GB 128 GB ZOTA i7 for 1430.00.
My brother was interested that and ask more information from sales assistant 309 Cammy and he explained everything my brother decided to buy it.
Unfortunately we waited more than one hour to buy it. But after Cammy told us some body stolen that item and that was the last item in stock.
Finally we ask sales person to check other store but he told us they have but price is very high. Actually it was very bad feelings for us finally my brother decided to buy different Mac book because he urgently need to go Tamworth NSW fro hi new job. But we are not satisfy with your poor customer service and i feel you doing your business against to the consumer law. If you run out the stock you need to display it.
otherwise you misleading your customers.

If you can give us Macbook Air 13IN i7 8GB 128 GB ZOTA i7 for 1430.00 as you display in your store it will be great. Please find attached receipt and store display.
please reply to my email - [protected]@yahoo.com

I am extremely disappointed with the service provided by Rhys and Josh in furniture at Harvey Norman Balgowlah.

I was forced to pay in full for my lounge despite no delivery day being confirmed.

Rhys and Josh never returned phone calls regarding my lounge. So after 4 days of calling and repeatedly told Rhys or Josh would phone me back to which never happened I wanted to cancel my lounge.

Upon wishing to cancel my lounge Rhys was extremely argumentative and rude on the phone.

I am not happy at all with the service provided, even having been advised that there is no complaints department at Harvey Norman (appears there is online!).
It is far from good enough and far from good customer service.

I am writing to inform you that we are very unsatisfied with the customer service at Harvey Norman.
We ordered the Capri Modular Lounge at the Moore Park store on 26/08/3018, we were told at the time the delivery date would be 4 weeks.
It has now been 6 weeks and we have heard no correspondence from Harvey Norman. We contacted the store on 06/10/2018 to find out when the delivery would be however they could not assist in giving us a date, we now have to wait for the team to contact us next week when the warehouse is open.
We understand that delivery dates can change but we have heard nothing from you guys since ordering.