Harvey Norman
Reviews and Complaints

I bought a washing mashine on 28/9/2018
And after one week they still didn't deliver it to me. Initially delivery was arranged for Tuesday 2/09 between 10-2pm. I took a day off, because in meantime I bought more items online to be delivered from same store.
Nobody showed up in this time frame so I called store and asked to talk to Ben who is in charge of electrical department, and a person who told me on Friday that everything will be fine and arranged to get my items on this day. After short conversation he told me( without checking anything) that they didn't deliver today because they didn't have on stock all my items. When I bought items online information was that they have everything in stock. I asked him why nobody called me to provide me with this information and that nobody is coming. He said that he doesn't know and that I will get delivery tomorrow between 12:30-15:30... I took another day off. When delivery guys got here they brought only items I got online, washing mashine was missing. I called Ben again but he was busy I left message to call me back but he didn't. On Thursday my husband called Ben and Again he promised that he will personally deliver washing machine to my place by 10:30am. I have changed my shift to be at home when he bring it. At 10:15am someone else called me to tell me that I am going to get my mashine tomorrow(Friday)! I told them to be here by 12:15 because I HAVE to go to work at 1pm.
I have called this morning and talked to Ben again and he told me that he will check what is going on and that he will call me back. That was more than hour ago. I would appreciate if you could contact me regarding this problem because I found it outrageous.
My mobile phone is+[protected]
Thank you,
Jelena Radovic

In brief:
Ordered a lounge in store at Moore Park 17th July. Told it would take a round a month. Called back a month later and told it would arrive 1st September (more than a month but i let it go). Called Back 4th Sept and was told someone would call me back. They didnt . Called back and told it would arrive Sept 12th. I called end of Sept 12th and they said they couldnt tell me and would call me back the next day. They didnt and i called back and was told they still didnt know. I called on the 14th and asked to make a complaint. Spoke to someone called Ronika who said she would look into it. Tells me that it will be on the truck from Melb on Tues 18th. I call her Wed 19th and she tells me that is it and will arrange delivery. I request Monday 25th Sept. She says she will also give me spray to protect the lounge which was nice. Monday 25th arrives and it is the wrong lounge! I call and ask to speak to Ronika and it appears it was put in when i ordered it wrong - somehow the sales person Margaret actually ordered the wrong lounge. Ronika says she can actually get me the one i wanted within the week. I arrange for it to come Fri 28th Sept. When it arrives the drivers ask me if i want it assembled. I said yes and they said it would be $50 - fine. When they finish and i go to pay the outstanding money for the lounge he says i have to pay the assembly in cash which i do. I then had to rush for work. When i return i go to sit on the couch and its all wonky - find out that there are legs missing from one part of the chaise. My friend and i take the lounge apart and assemble it properly ourselves. I ring to complain to Ronika about this and she says its not her problem as they are contractors and i should not have paid them. I told her that i have no idea if they are contractors or not and that they came representing Harvey Norman . She gave me attitude saying that she did not like that i was complaining after all she had done for me. I told her i want my $50 returned and i wanted to make an official complaint about this entire farce. Since then i have called Moore Park asking to speak to Chris who i hear is the manager there and i have called Head Office now twice to make a complaint have have been told someone would call me back which they havent. This really is shocking. I never received the spray for the couch either. i will not let this incredibly bad service pass. I hope someone within this organisation actually cares enough to read and respond to this.

Hi,
My husband and I purchased this vacuum from Harvey Norman Oxley about a month ago. After vacuuming our house only a few times, the vacuum started to become faulty. It would not stay on for longer than a minute because it would start flashing "Sensor Control" and then turn off. It was very frustrating as anyone could imagine. **Please note we had emptied the filter bags several times even though we had only used it a few times. We then took to the internet to read the reviews, (something we should have done before we bought it) and discovered many other people were having the same trouble and the ratings were appalling. Apparently the item had been discontinued due to this annoying "feature". We took the vacuum back to Harvey Norman Oxley to get a refund but were told that because it had been used, we were not eligible for a refund. Well how are you meant to know if something is faulty if you have never used it?!?!?! Furthermore, the employee proceeded to check the vacuum by emptying a small cone filter and then WOLAH! It worked fine! She had this little smirk on her face as if to say I was a complete idiot because I hadn't found this tiny filter and emptied it. She then bragged to me that she empties her vacuum filters every time she uses it because she has long thick dark hair, 2 cats and a dog. Well sorry love, but I paid $300 for this vacuum and I don't want to have to empty the filter every time I use it when my old cheap vacuum cleaner only needed to be emptied every so often. Plus I don't have any animals and my hair doesn't fall out that much so I don't really want to have to clean my vacuum filters every single time I use it; is that too much to ask?!?! So apparently Harvey Norman were not able to do anything about my complaint because "Although the design is poor, there is technically nothing wrong with the product". So now I am having to vacuum 2 rooms of my house, empty the filter, then another 2 rooms, empty the filter, another 2 rooms an so on. (slight exaggeration) Because apparently THAT IS HOW THE PRODUCT IS DESIGNED... Have they read the online reviews of this product? Everyone is saying the same thing. Why would they sell a product like this?!?!

My partner and I where deciding on a couch to purchase in store when we were approached by a staff member (Emal) for assistance. We were deciding on two couches when Emal advised us the couch we preferred was out of stock but on order and arriving within the next two weeks so we decided to wait for that couch instead of choosing something already in stock (partner and I moved into a new house and had nothing to sit on in the meantime) At the end of the two weeks (about 16th Sept) I called Emal to find out if it had arrived and when delivery was scheduled for only to be told our couch wouldn't be arriving now until Wednesday 26th September due to some unknown reason...So we waited till 26th September and my partner called Emal to find out where the couch was and she then advised him it had arrived but it would be another week/two before we got it as it had to go through customs. When my partner asked her why we were told originally it would be here 16th then 26th then another week or two from then, she became very abrupt and said 'do you just want your money back'. At this stage we were not impressed and my partner spoke to the store manager who was very helpful. The store manager was able to locate a couch for us and was delivered to us by the next day. Could not be more appreciative and happy with his level of customer service, however, as for the staff member we were dealing with the entire time we felt we were just told what we wanted to hear in order for her to get a sale not to mention her solution was to lose the sale and give us our money back. She did not display the kind of service you expect from a business based on Customer Service. Thank you to the store manager who did provide such excellent customer service to us.

We bought a Samsung washing machine from Harvey Norman Alice Springs under product care plan. Now this washing machine is not working. I have contacted a person called Mark working in Harvey Norman, Berrimah NT a month ago. He assured me he will arrange a repair but I have not heard anything from him for a month. Two days ago I personally go to his office and talked to him about the repair he told me an apology and assured a repair within two days. Still nothing happening. I have all the evidence of email contacts. I want to sort out this now as we don't have clean cloths to wear. If not getting repaired what is the use of Product Care?

Date of Purchase: 22/4/2018.
Item Purchased: LG 14 KG TOP LOAD, Stainless WIFI Washing Machine.

4 Days after purchasing this unit, it was faulty, it could not fill with water to wash the clothes. I called Harvey Norman in Thomastown and was told to contact LG. This should have been returned at this point.

I have been since April 2018 (5 months) in conflict with LG with this dysfunctional machine that l purchased from Harvey Norman. LG have had on 2 separate occasions technicians attend my home to upgrade software and the unit is still not working according to the manufacturers instructions.

Why has Harvey Norman not undertaken their duty of care, why have they redirected this to the manufacturer?
I would greatly appreciate a response and a resolution.

Regards
Linda Apostolidis & Mark Woolston
[protected]
linda.[protected]@ecodev.vic.gov.au

l am now in contact with ACCC and am considering legal action over this matter and l hold Harvey Norman responsible for redirecting me to the manufacture and not assessing the circumstances of the customer complaint.

We paid $17, 000 in cash to the HN flooring centre Mandurah. We specifically asked for short pile, hard wearing carpet and we feel as though we have been completely ripped off! We have complained about the quality and style of carpet since it was laid! The manager came out to inspect and said it was normal and that he would get manufacturer to follow up! Numerous phone calls and visits have been done and no one cares! We went with Harvey Norman because they promised best quality and service! That was all great until we paid the folding cash!

Hi I would like to complain about a king koil king size mattress which I have both 3 months ago. The mattress was bending after one month and I complained about in the store and one of the manager came to my place to inspect and said the bed is not supporting the mattress so we need to change the bed. I said we bought this bed just couple of months ago so we can't change it and he said he will provide us some supports put underneath the bed slats which will support it but unfortunately those won't fit in our bed and he said you put mattress on the ground then you can feel the difference and we did the same from last one month we remove the bed and put mattress on the ground and no difference it keeps bending on one side where my husband sleeps. Even it gives me back ache so not supporting at all my back when I bought they said it's super firm and you won't have any back problems but nothing happens like that and this mattress gave us very hard time. There was nothing wrong with the bed we spoke some furniture experts as well the problem is the material used in mattress. It's being three months we are in contact with Harvey Norman Osborne park to replace the mattress but they are keep arguing with us. One gentleman named peter who discussed all these with us I wound not like to deal with that guy again bcz he is not helping at all, he always gives us excuse. We spend $1600 on this mattress so plz help us now to replace this. I have got the receipt with ten year warranty on that.

I called harvey norman store in ingham Qld a eeek ago and asked the person who answered the phone About an iphone. She told me to hold on because she was serving a customer in-store so i waited for 10 minutes then she finally got back to me and from that moment on was very short and abrubt with me and told me "just come into the store and then I'll help you" so by this point i was rather frustrated. So i asked to speak to the manager and she replied with" I'M the manager and i told you i will help you if you come into the store. Because you are just wasting my time wafling on about an iphone. Goodbye! And then she hung up. Well that will be the last time i deal with harvey norman.

I find myself writing to you today to share an experience my wife and I recently had at your Harvey Norman store Cannington, WA. Unfortunately, it was not an entirely pleasant experience, nor did it leave the customer, in this case my wife and I, satisfied.
We bought a Tefal Anti Cal iron from your store couple of months ago but lost the receipt. We are not happy with the product as it doesn't do the job as expected. We took it back to your store believing that the details will be on your system. The staff couldn't find our details but was willing to help and investigating to see what can be done. Then this particular female staff member (I think name was "Rusmi") walked in and said nothing can be done and the issue was a descaling issue and said we need to use filtered water. Then the customer member who was trying to help us said as Rusmi is her superior she can't do anything about it. Then I remembered Rusmi (Think I got the name correct) was the cashier before at your store and when I purchased the product she never asked for my details. Some of the products I have purchased under my phone [protected] and some products under [protected]. I have been shopping at Cannington Harvey Norman for more than 20 years. Most my purchases will be on my old phone numbers. I went there to purchase a smart watch as well and after this disgusting incident I crossed the road and did my purchase at JB-HI.
Thank You,

Janaka [protected] ([protected]@hotmail.com)

I purchased the Gatwick December 2016 after I received delivery in January the clips were not put on all sections. Then approx 2 months later all of the fabric had pilled and one arm felt hollow and was squeaking we also noticed sagging. The manufacturer came out and used a piling machine and said all is well. A few months later again the whole couch piled and it looked 20 years old. Warrick came out and said nothing wrong and I was waiting for weeks for the manufacture to come out he never did. After a ridiculous amount of calls to Harvey Norman the customer service officer said there was nothing wrong as the manufacture had stated. I told her he never came out or contacted me. In this time it had dragged on for about 10-12 weeks. I did ring head office due to my frustrations and a new couch was offered. We went into the Harvey store and picked a different fabric as we were made aware the original one will no longer be available because of the piling issue. by the time it was ordered 10 weeks later it arrived...wrong. Harvey had made it in the same fabric that had the issue. Another 8 weeks later the new couch has arrived now with another manufacturer issue with staples protruding through the fabric and it needs to be taken away to be fixed.
In summary I have been dealing with this for 12 months and I have absolutely had enough. The customer service is appalling, the time and energy I have spent dealing with this is disgusting. I am a Renovation Consultant and did buy electrical through Harvey in Moorabin. I arranged to have the split system installed in front of the salesperson in time for the cash back. The installer went to pick it up and it wasn't in stock. Such a simple task of knowing your stock is obviously to hard.
I don't want to hear any more excuses or blame the other person, I am so upset by all of this and I am still continuing to deal with it.
I am asking for a refund on the couch, I will be keeping it but for the energy, time, poor customer service I am asking for compensation. Since March 2017 I have been dealing with this and enough is enough.
Regards
Nicole Delimitrou
[protected]

My previous IPhone 6s contract was about to run out so I was thinking about the move from Telstra to Optus and to sign up to a contract for an IPhone in your Fortitude Valley store. After looking at some prices of different contracts with salesman Andrew, I asked him the different between the iPhone 8 and the iPhone 8+ and he responded that the ONLY difference was the screen size. Based on this I chose the IPhone 8 as it didn't make sense to choose a phone plan that cost $15 more each month when the only difference was the size of the screen. After returning home and transferring everything to the new phone and researching the actual differences between the IPhones - I realised that the Iphone 8+ has many more features that I was not made aware of. These difference are the main reason for upgrading my phone in the first place.
I will mention that Andrew told me that he was hungover and was acting appropriately. This could have been the reason for him incorrectly describing the products to me. After discovering the real differences between the 8 and 8+ I am very upset with my new phone and contract and would like to either cancel my contract completely or be upgraded to the iPhone 8+ or possibly the iPhone X contract, obviously paying the appropriate increase in plan prices allocated to these phones.
I have been reading the Australian Consumer Law as advise by a colleague and feel that I should have been given the correct information when purchasing my new product - especially as I was incorrectly stated the differences between the products.
Please give me a call as soon as possible as I am very upset with my product.

Harvey Norman promise a free box of wine with certain purchases but make it almost impossible to get the box of wine.

Harvey Norman Domain Alexandria said they would send me a link, i phoned back twice to no avail.

I then tried their on line chat who provided me with a 1300 number, but after holding on for 15 minutes gave up.

It seems they deliberately make it so hard to claim the wine that most people with give up.

I bought a tv from Harvey Norman that cost $2500 a week ago. The salesman who sold me the tv then proceeded to tell me I needed the most expensive power board, HDMI cords and Antenna leads to make the tv work. He wanted me to buy $3500 worth of stuff all up which maxed out my credit card. I told him I'm a single mum of autistic boys who he met and that I can't waste money but he insisted I needed this stuff! When my friend set my tv up he told me I was ripped off and take the stuff back which I did and got nothing but grief from the same guy again about how he did me a good deal and that I need these cables and can't use the ones I have. I left the store upset. I went to a different Harvey Norman and they called the Oxley store and spoke to this guy who then asked to speak to me on the phone. I told him he upset me and how stressed out I was that he wouldn't refund me and he continued on again with how he'd done me a good deal and I needed the cables. I was almost in tears when he agreed to refund me but said he never stopped me from getting a refund in the first place which clearly he did. It's not right for a salesman to take me for a ride and lie to me because I'm a woman and because I don't have a great understanding of technology. I took the cables back for the second time. Still waiting for refund. I will never buy from them again.

I bought 2 single synargy smart comfort electric lounge chairs from Harvey Norman Gladstone for $2 500 plus $60 delivery.The salesman was the franchise owner. We received them in cartons unensembled. We rng and told us if we wanted them assembled we had to pay extra which was not told to us by him. I expected thst if we bought it from Ikea but not from Harvey Norman. Was apologized to about not being told but to bad. I am 52 yr woman and my husband is disabled. But got told if hve any problems call them. We dfont think it is good enough and the should have been assembled for the money we paid Is this your policy? Looking forward to your response. Tracey Forbes. [protected]

On the 27/8/18 I was vaccuming with my shark vacuum cleaner and it was in the turbo motion . It suddenly made a slowing motion sound, then instantly a giant zapping spark came up the shaft and it exploded with a flame coming out of the air vent close to my hand at the top of the handle . I instinctively dropped the vacuum handle to the ground because it gave me a mild electric shock and a minor burn to my right pinky finger . I felt unsteady and nauseous and my heart was racing . I called out to my dad and sat down quickly as I felt unsteady on my feet . The shark had basically exploded and had stopped . My dad turned it off at the power point to make sure no more electricity went into it . He took me up to the doctor to get checked out . My doctors surgery's name is fernlands medical centre . The nurse did my vital obs and put a ECG on me to check the rhythm of my heart to insure I was ok . They said I could go home but have someone stay with me just in case anything changes over night . I had headaches, continued nausea and generally light headed and unsteady . At this stage my condition has settled and hopefully it will remain so . It was a very dangerous incident that could have ended way worse . Luckily the flame didn't cause a fire and the electric shock was not high enough to be life threatening . It all could have been due to a malfunction in the vacuum cleaner . I felt this is important to bring to your attention as it is a very serious health and safety hazard . My father had bought the Shark from Harvey Norman at Everton Hills and there is computer record of the purchase . I will await your response of what is the next step that's needed to insure no further such incidents to happen . Thank you for your time .

Called Blacktown store to confirm vacuum in stock. Once I got there they did not have any in stock. Told to order online. Spoke with Michael online who said the model I wanted was not available online & I had to go and order it in from a store. Went to my local store in Liverpool where I tried originally. But they had no stock but told me that broken hill had 2 in stock. Tried to order the vacuum from your broken hill store but Gino was not there and is the only one who can order it in. I left my details with the girl at the desk who said Gino will call me tomorrow. Gino never called so I ordered it online from America & it was cheaper than your price and less headache. I just would like to know why would I bother ever buying anything from harvey norman. I wasted 2 days running around trying to do this. Please feel free to contact me if you need more information. But your customer service stinks. The worst experience of my life.

Purchased a coffee table for $500 and as we are assembling the table the pieces weren't joing probably as once in place it just broke and chipped the pieces weren't lining up as it is still half unemselmbed as I rang them and they couldn't even replace the whole table which they have a floor stock I'm so angry
They love to take your money but when it comes to this [censored] they beat you round the bush
So I the end I'm stuck a broken table thanks a lot Harvey Norman you have really annoyed me never buying from you again
As I'm not finished with this yet

I had purchased a HP Laptop from Harvey Norman, Dandenong, Victoria 3175 on 13/10/17 . I had to visit the store again on 17/08/18 as I was having problems with the laptop, I was told by the onsite techie the the "Hard Drive" was faulty and that the laptop had to be sent back to the manufacturer to be replaced and it would take one month to have it fixed.

When I had purchased the laptop I had also purchased a 3 year PRODUCT CARE REPLACE warranty and this is mentioned clearly on the receipt given to me by Harvey Norman, Dandenong. The salesman also explained to me that if I did have any problems with the laptop I could come in and have it replaced with a brand new one.

But the Customer care person refuses to acknowledge that I am entitled to a replacement and was trying to justify what Product care replacement means. She also mentioned that the onsite Technician was not competent in diagnosing the fault... but that's not my problem, when asked to see the manager was told he was not available and that he would also agree with her decision.

I would like to have my Laptop REPLACED at the earliest or get a full refund.

I have forwarded some details of my purchase hope that helps resolving my complaint.

Customer : [protected]
Invoice no: 1631432
Invoice notes: S/No: 5CG7310568

Thanks.

We purchased a Samsung 714L 4 door black stainless fridge for $2949.00. We paid $3019.00 in total including delivery. Unfortunately the fridge was too big for our house and we went back to get a different type.

We got one for $2499.00 but was penalised for bringing the other one back. In the end we paid $2933.00 which we felt was unfair when they only picked the fridge up the next day. This amount included $294.00 restocking fee, delivery of $70.00.

To make matters worse, the men who delivered the fridge and picked up the other one were very rude and blamed us for not measuring the fridge space before purchase.