Harvey Norman
Reviews and Complaints

I have been purchasing items for my home for a few hrs now, I purchased a dining room suite and buffet approx 5 yrs ago, I have returned chairs to be fixed twice now, and had someone come to my home to fix, I also bought a lounge suite and again that was sent back and a new one given and already starting to sag have had it for approx 5 mth, I have just purchased a dining room chair as one was broken I have just collected it and it's a disaster, colour is wrong on legs even though they have info on pc to match what I had already purchased, material is wrong and then the height is wrong it's shorter than my chairs, i'm Really just sick and tired of buying stuff and having to go through warranties everytime, as you can appreciate it's becoming extremely annoying, I will honestly think twice about purchasing from Harvey Norman again, i have once again called the Springvale store to start the process again.
I did want to purchase a new washing machine and fridge in the next few months but like I said highly unlikely I will be buying anything again it's driving me nuts, I work really hard to buy things and I except them to last, I also expect a simple order to be correctly made I did wait 5 weeks for it!

If someone can please sort this out that would be great, I have been speaking to Pratima at Springvale she has been fantastic!

I purchased a washing machine online, the promotion at the time of purchase was "Included Delivery, Installation, Removal (from premises) & free washing powder" . I was not home at the time of delivery, but yet i had my grandmother here who was watching the kids. The delivery men who installed the machine advised my grandmother that if we wanted the machine taken from our premises, we would need to pay an additional $20 - which she paid without hesitation as she believed she was doing the right thing.

When i got home she told me what had happened. I enquired with the help team at Harvey Norman who advised that the removal included was in fact, from the premises, and that it was too hard to follow up as there was no receipt for the $20 paid - Of course there wasn't, these men SCAMMED my 80 year old grandmother! All people need to be aware of this - make sure that if you are not home, that the person that is is actually aware of all terms.

Hi

I seriously would like to draw your attention here! So far i never encounter such a terrible service and bad experience before. I used to be a loyal customer of Harvey Norman and always recommended to my friends/ families as i believe i am paid for the quality of services .. however after this time, i WILL NOT RECOMMEND and also will share my experience to all of them.

I've purchase a refrigerator from Ikano Harvey Norman (Malaysia) and has tell in advance that i've a old refrigerator need their assistance to move away so i can move in the newly purchased refrigerator. On the day of delivery, i've some issue to move out the old refrigerator and need their assistance to dismantle the old refrigerator door to pass through the kitchen door. However they did not to help but just sitting there see how we are going to deal with it. Ended up, after waiting for awhile, they decided left the refrigerator in OUR LIVING ROOM and ask us call back the outlet. According to them, they are just here for delivery .. any dismantle work is none of their business. I am VERY DISAPPOINTED. Based on my experience, dismantle the old refrigerator is common issue the deliver man will encounter and they should have the knowledge to dismantle it. (probably it will take less than 10 minutes of their time)

I called the outlet and talk with the sales person. Their replies is, "if you need us to come again to dismantle the door, you may need to PAY US THE DELIVERY CHARGES AGAIN", in which it doesn't make sense for me. As mentioned, based on my experience, big store like Harvey Norman will usually help to resolve this kind of small issue i.e. dismantle the refrigerator door upon delivery as they claimed that they will provide a very good service to customer; sumore the goods already delivered, why charge for delivery again? .. so i decided to check it out their service coverage by calling customer service.

2 Question i ask the customer service:
(1) Moving out old refrigerator, is there additional charges?
(2) Any additional charges to dismantle the refrigerator door?

Upon her confirmation to call and check with the Ikano outlet, her replies is "It is PART of the delivery service. NO ADDITIONAL CHARGES" .. so i went back and talk to the sales person. and here goes, HN started with all the "creativity" excuses...

- "Hmm, it is a miscommunication. Dismantle is NOT COVERED by us"

- "Delivery man will dismantle the fridge if the NEW fridge cannot get in; HOWEVER old fridge is NOT THEIR RESPONSIBILITIES"

- "If you want to dismantle your old fridge, we will find you a expert of the brand to dismantle the door. and the charges will be bear by you" (another to note, the charges will be higher than delivery charges) (my question, why can dismantle new fridge but not old fridge? It is like the delivery man say "It is NONE OF OUR BUSINESS"?)

Let me summarise the above! at first they want to charge me for delivery again ... when i refused, they twist the statement by saying it is not part of their service and it is a miscommunication from customer service (pls note, the customer service did ask me hold the line so she can call and confirmed with the outlet). when we still refused to pay the charges. .. so they "create" another statement saying "they only dismantle NEW fridge, not old fridge. Old fridge got to find an EXPERT of the brand to dismantle" (i see a technician dismantle the fridge door before ... seriously do we really need an expert of the brand to do it? and why the driver can only dismantle the new fridge but cannot help us on the old fridge? so this is the so called QUALITY OF SERVICE Harvey Norman providing?)

I been discussing this issue with the sales person for few days; and the 2-door BIG FRIDGE is still at my LIVING ROOM! I can't believe HN don't even help their customer on the small matter and keep pushing the responsibilities.

This is really really disappointing! as a big company, the service is LOUSY and POOR! Cant even compared with other smaller store at all! i look through their social media (facebook, etc), and also found out there is a lot complaints filled on them! i strongly NOT RECOMMENDED anyone to buy any items from them ... we pay premium for the service, not for the name of NH. With this kind of poor service, HN name not worth a cent to me.

While whether dismantle should have additional charges ... as far as i know, usually there is none (consistence with what the customer service told me). But if HN insists that that is their policy, i will accept it BUT i will never return to your store as a customer. (2 difference statement and unreasonable). Last but not least, thank you for throwing the fridge at my living hall for few days! thanks for the quality of service provided and being a responsible dealer. Nexttime i would suggest them to js leave the purchased item outside the house.. cause their responsible is ONLY DELIVERY, instead of deliver the goods in a usable condition.

I am contactable at [protected]@gmail.com. If you need further clarification or the proof from the customer service, please don't hesitate to contact.

I purchased a kelvinator air conditioner online. I received an email at the time of purchase to say my order had been delayed. I ordered and paid for this item on the 26th of June. I got in touch with Harvey Norman on line yesterday to find out what the delay was. They got in touch with Campbelltown store. Today I received an email with my order details and that it was ready for collection. I did not receive anything prior to this. I also received a seperate email from the store today that said they tried to contact me on the 1/8 to tell me it was ready for collection, but I did not answer. That was 2 weeks ago, no one has contacted me from the store. I am very angry with the poor customer service. I would now like you to deliver my item free of charge. I can not believe that my air conditioner has been sitting at that store for 2 weeks and no one has had the decency to let me know!

I am i college student, who bought an acer laptop only last October (it's now August). This laptop contained all of my work from my first year of college, pictures, data, everything. At one point during the summer it completely froze for days, and then completely shut off. When I tried to restart it, it simply said "no bootable device". Apon researching, I found out that this is a very common problem with acer laptops. I went straight to the Harvey Norman that sold me this laptop, and they told me that it had to be sent away, and nothing could be salvaged. They gave me an option to pay more money and attempt to save some of my data, but seemed completely uncertain this would even work. My laptop has come back after a week, with "a major part replacement" but none of my data. It's also now much slower than it was before, and this is not what I paid for. Harvey Norman refused to compensate me in any way. I treated this laptop very well in the very short length of time I had it, this should never have happened, especially if it's a KNOWN PROBLEM with Acer laptops. All I was looking for was an exchange or credit note as I was and am STILL under warranty, with receipts and everything. The tech employee also appeared to have zero clue what she was saying which made this whole situation even worse. I'm so disappointed in this service.

Hello, I made a claim through RAA about a smashed vaccum cleaner. It was approved for replacement and I had an employee from the Marion Store called Sunny contact me. They mentioned if we would like an upgrade to the V10 Stick vaccum instead of the Cinetic Animal Ball Vaccum. Once checking I saw that these items are the same price on your website. I came to collect the item and at the checkout was charged my excess of $150. I then was contacted 7 days later telling me they had made a mistake and I must pay an additional amount. I explained that I didn't understand why as they are the same in the store but they said to me that it was cause RAA were given a discounted amount for the vaccum I originally had so the new model they gave me had a "gap". I said well this was your mistake, so I'm not willing to drive down to the Marion store (1 hour away) to fix this, or not willing to give me my card details over the phone. I was then told the employee would come to my house to collect it. I did not feel safe with this option. They then told me I could transfer it into their bank account. I told them that this did not sound very professional and would take up this issue with RAA insurance as I didn't understand why I was paying this amount anyway when I was only charged my excess in store and they let me leave?...I then received another phone call from sunny saying that his manger had said I must pay this amount or they will send me to a debt collector.

All of this so far has been very aggressive. My husband has said due to this behaviour, you can collect the machine as he doesn't appreciate how I have been spoken to and doesn't know why I am being spoken to like this if it was the stores mistake in the first place. It feels like I am being accused of stealing the machine when I paid what they asked at the register.

I have now been emailed an invoice for a further amount of $151.

Can you please help me with this issue and how to proceed.

Rebecca Vandermoer
[protected]
[protected]@hotmail.com

I attended Harvey Norman Griffith Store with my 92 year old mother, on Saturday 28/7/2018, as she was looking to purchase a 32 inch TV with built in DVD.
We were directed to an AKAI 32 HD combo built in DVD which had a promotion notice on the top right hand corner re the Wolf Blass wine bonus.
We enquired as to the best price and were advised $375.00. While mum and I considered the price the salesperson went to attend another customer.
Once mum decided to purchase the TV the salesperson referred us to another salesperson to complete the purchase transaction on his behalf.
At no stage did either salesperson advise my mother or myself that at this reduced price she would no longer be eligible for the wine bonus offer.
Mum paid for the television and we left the store with her new purchase.
A few days later we realised mum had not received the wine bonus offer, as she lives 110km from the store we decided we would attend the store when next in Griffith and obtain the Bonus offer.
I attended the store today with the receipt for purchase, mum was in the car having just been released from Hospital. When the salesperson we had first dealt with attempted to register the Bonus Offer he advised me it was not available as the purchase price was below the Bonus offer requirements.
I advised both salespersons we had dealt with on the day that they both should have advised us of the reduction in price negating the Bonus offer so an informed decision could have been made at that time. Neither person seemed to be concerned about there lack of professional conduct so I advised them I would not make my intended purchases today from Harvey Normans, they both became very smug making comments which only reinforced my decision to no longer deal with this provider.
It is a pity such salespeople are permitted to drag the once good business name of Harvey Norman into the mud and I can only imagine how good this business would be if salespeople such as these were weeded out and customers were provided with good customer service and all the required information was provided to enable consumers to make an informed decision.

I went to harvey Norman highpoint in Victoria 3012. After waiting around looking for so come to serve me, a young female sales person walked by and I asked if I could have a look and test out a massage chair cover for $149. Her reply was no sorry we don't have any on display. I said OK that's fine not to worry what if I purchased it today, tried it at home today and if it's not want I was looking for May I return the next day. No was the answer, they only refund if it has a technical fault etc. So as I am surprised looking at her I said, so what I spend the $150 on a massage chair that I am not allowed to try before I buy and if it's not any good im stuck with it.after standing there in silence for a bit she walks off and I said don't worry I'll go to the good guys.
I get too the good guys and yes I was allowed to try the massage chair in store from the salesman. Yes I did purchase this product and I'm actually speechless at the lack of care shown by harvey Norman. I have purchased a lounge suite, beds a TV for my house from Harvey in the past but seems to me if you aren't willing to spend large amounts of money than the sales team doesn't want to know you. Shame on you guys, I will not be buying a single thing from any of your stores ever again. Shame really since I really like going in there to buy stuff for my house.

To whom it may concern.

I am emailing in regards about two products which i bought i still have not recieved the products due to lack of stocktake knowledge both products where the last in stock (display models).

The tiny problem is the disturbance as i went in paid for the products i was told that they will contact me before the end of the day.

I came back was told sorry you will have to come back next day due to the other half of the product was the last in stock as well and we need to wipe the hard drive and re-instal the software.

I apologize if the complaint is insignificant it was a tad bit frustrating but i do look forward to having my new toys.

Thank you

on the 07.07.18 I purchased 3 items that came with the offer of

‘Spend $399 or more on selected products in a single transaction and redeem from Wolf Blass a 12-bottle case of your choice of either:
Wolf Blass Silver Label
Spend $1500 or above on selected products in a single transaction and redeem from Wolf Blass an additional 12-bottle case of
(valued at RRP $300) ‘

I only received vouchers for 2 boxes and when I rang back to find out why the consultant said ‘ i hate these promotions' which could indicate others have been confused and also complained - he said he wasn't sure, he asked a supervisor who said there is a maximum of 2 per transaction, he sarcastically said i got what i was entitled to, they didn't was to discuss further and offered a call back from the sales person I had dealt with. of course he didn't call, so I called him and he knew I was calling about the wine but didn't give reason why he didn't call me. he was frustrated, he couldn't understand that as each item I purchased came with box of wine I believed I should be entitled to 3 and was disadvantaged by purchasing all on 1 transaction, i felt it was false advertising, he referred me to the fine print that was a maximum of 2 for each transaction, I should have purchased them separately, I told him it is his role to inform me of the best outcome for the customer, he became very defensive - the trouble with sales people is that they bend over backwards to get a sale but not interested in any follow up and I told him so. He then agreed to refund one of the products so I could purchase on separate transaction and he would send me the voucher. I did this about 2 weeks ago but still do not have voucher. I purchased a tv, sound box, dyson and a heater - so I spent a considerable amount of money, none of the items were in stock so we had to go back to pick them up - the heater which was the most important purchase as I do not have heating in my home took over a week so was not available when we picked up the other products, (he did negotiate free delivery for this when I asked for it as I went back twice to pick it up). I have paid for the sound bar but he has not sent me the voucher, he makes me feel uncomfortable when I call him, like I am a cheap skate so I am reluctant to call back now but I want what I am entitled to. I have purchased most of my household goods from Harvey Norman for many many years but this is the worst experience I have had and will be thinking twice about shopping there again, I have wasted enough time, petrol and emotional energy on this matter and want a resolution ASAP.
Thank you for taking the time to address this
kind regards
Lisa King

Hey there my name is Linda and I've recently purchased a fridge/freezer that was priced at $1, 299 online, but when i went to buy it instore the guy said it was $1, 399. A week prior to this I had gone in store and it was $1, 299, and when i asked him about this he didn't even offer to price match it with the online price. There was a deal where when you purchased this product you got $300 worth of wine and i asked if you didnt want the wine would it be cheaper? He took $100 off the price, but i dont feel like the guy was very fair about the price, he also didnt offer free delivery which I have gotten every time I've purchased something. All in all I just dont feel like I've gotten a good deal out of this.

Thanks
Linda

Recently my husband and l purchased a $6000 ensenble, a $5000 leather lounge suite and a$1500 fridge, we are retirees and this was massive for us. We
ewould have hoped for some small token of appreciation for shopping at your store. 2 weeks later on tv l see $300 of wine bonus is an incentive to prospective customers .As a token of goodwill, l wonder if one of these bonuses might find its way to us? We still aspire to floor our home from your store.Approx 100 sq m in area.What say you?

Dear Sir/Madam
My name is shameer.I had given my yamaha receiver (which i bought on february this year)for repair in cannington harvey norman.i called them 3 times got no update from them and they still want me to call them back instead of call me back.very bad customer service and really disappointed.so please do something to rectify the service and to get my receiver back as soon as possible.purchase details and service receipt details are given below
Puthen purayil shameer
Mob [protected]
Inv 9197718
Faulty arc not working
Model rxv483
S/n Y76197BYO
Waiting for your action
Thanks
Shameer

I just bought this 24 inch HISENSE TV two days ago, on 25 July 2018 online, for the sole purpose of watching Netflix movies. I unpack, and assemble the TV last night, 26 July 2018, only to find out that there was no Netflix, and even Wifi Connection on it. Today, I'm at Harvey Norman, Broadway NSW, where I picked it up. I requested to return or exchange it to another small TV with Netflix on it. I was directed to call the Harvey Norman Phone Number, which took a long time to hold up to this moment of writing this complaint. The online product number is: [protected]. Thanks, Susana Greenfield, Mobile: [protected], Email: [protected]@y7mail.com.au

This morning I ordered a computer online at approximately 8.10am. The website confirmed the order with a confirmation number [protected] and said that a confirmation email had been sent - it was not received.
Thankfully I took a screen shot of the webpage.

At 10.20 I called the Hervey Bay store to ask when I could pick up my computer as I still hadn't received any more information - the store advised me that they hadn't received the order and to go to the online webchat. I explained the situation on the online webchat - they couldn't do anything and so referred me to security.[protected]@au.harveynorman.com who confirmed that a ticket had been created and that I should track that ticket through https://support.harveynorman.com.au/support/tickets/1719963. I also installed your click&collect app to track my purchase.
NEITHER of your tracking services work! The app doesn't allow you to enter the tracking number and the so called 'support' portal doesn't allow you to log in, advising- You are not authorised to access this portal. Kindly contact your helpdesk administrator.
Shocking customer service from the very beginning. If you want to computerise your customer service, the very least you should do is ensure that the sites/apps that you refer your customers to are actually function properly and can provide the information which is being sought.
The reason I ordered online was to avoid your in store staff who are too pushy and seem reluctant to sell me what I want to buy, however I am disgusted by this online 'service' and will be sure to take my business elsewhere.
Yours sincerly
Dionne Cornford
[protected]@gmail.com [protected]

Tax invoice: 2218053
Disappointed that the order was not checked to the invoiced items before delivery. We recently purchased a lounge set consisting of a 1 seater, 2 seater plus a 3 seater. Much to our disappointment the totally incorrect colour 2 seater was delivered, which we did not accept and sent back with the delivery company, only to find out from customer service that the manufacturer sent the incorrect colour, so we will have to wait another 2 weeks. Was the goods checked and receipted prior to dispatch, clearly not and demonstrates poor internal control at HN's warehouse. What an inconvenience as I am entertaining guests this weekend with an incomplete lounge set and I have to share this story about Harvey Norman with all my guests.

16-7-18 to 24-7-18
Hi
My name is Jill Dunn.
In the past week i have gone to my local Harvey Norman store (Temora) to print out photos for a local competition. The photos needed to be 6 X 8. i checked the Harvey Norman web site and they said 65 cents i said yep that is fine i can deal with that. i get to the store and the are charging $1.30 per photo this is unacceptable (this is while you wait, next option is 89 cents come back after 2 pm on same day this is also unacceptable the third option 65 cents come back in a day or two this is also unacceptable) especially when photos need to be mounted and entered.
So i chose the 65 cents and told them i wanted them today there was no one in the store and hadn't been as i was there for an hour and no one came in.
Anyway i digress so i put in my photos paid money and left as they refused to do them I said I will be back in an hour. When I returned they had done them but wrote on them "next time come back in a day or so". that really annoyed me.
So I looked at my photos and they are absolutely horrible I wouldn't even feed them to a dog they are that bad.
They have blue streaks running through them they are darkened when i said no correction the colours are blurred i can not enter these photos in a competition they would laugh at me I have wasted $30 on photos that can not be entered and i didn't even get the index prints that i asked for.
Harvey Norman needs to fix their machines and get one price only not several different prices are you trying to rip people off deliberately, and you wonder why people don't recommend you most of this town shops elsewhere because of some of these reasons.
Now it looks like i am forced to go out of town again to find another machine to print photos and i only have 2 days to get my photos in.
I would like a full refund and for Harvey Norman to charge one price for photos not 3 different ones. But that doesn't solve my problem of how to get decent photos in the next 2 days to enter the competition.
Please fix this for others i know i won't ever do photos at Harvey Norman again in Temora and i will tell my friends if they ask what they are like i will tell them not very good you are better off going to Wagga or somewhere else.

My husband and I visited the macquarie park store looking for a fridge... Ending up buying an extremely expensive mattress and electronic base that my husband fell in love with from the lovely domm. Domm was cheerful, helpful and easy to deal with. The bed was not in stock so we had a short wait - that did not bother us at all.
After a week we realised that we had visitors staying with us soon so an actual eta on the bed would be nice so I contacted the store on thursday morning and spoke to adam, he assured me he would be "all over this" and call me back. Come monday still no call back! I called again, adam answered. He didn't even remember the call from week obviously as he was saying what a slacker "someone was" for not calling back. I told him that after being in sales for over 20years myself, I understand that these things can sometimes happen.. He quickly replied saying he had been in sales for 30years and this shouldn't happen! Well adam, I agree... If you have been in sales for 30 years you should know sales 101 is always call your customer back!
I had another 3 encounters with adam over the next 3 days, all with absolutely no call backs from adam.
At the time we had such a lot going on that we really did not have the time to go chasing a store for such a remedial thing.
We still had a fridge to buy, so we bought it from bing lee, we had an entertainment unit to purchase, which unfortunately we could not purchase from. Any where other then harvey norman, but we purchased from the campbelltown store - great staff! Needless to say that even though macquarie park harvey norman is 5 minutes from us we will not be purchasing from there again.

I am trying to run a small business. We have spent thousands of dollars with Harvey Norman. We brought a freezer in October last year and this morning it was smelling like burnt electrical.
We called the store numerous times and eventually was given another number to call, that person didn't answer or call back, so we called the store again, no one seems interested and to which we were told no one will come out til next Monday. Today is Monday, that's a whole week I have a broken freezer still under warranty, with thousands of dollars of stock in it that I am going to lose.
You guys are quick to take our money but no one wants to help when we have an issue.
It absolutely disgusting to treat your customers like this.

Attend the Bundall Clearance Centre to purchase a Washing Machine. After deciding on one we asked the Salesman (Name with-held) for a price, which he did. We agreed to the price and during the process of closing the deal he discovered he had made a mistake and refused to complete the sale.
When l politely challenged him, he became rude, threatening, offensive, was speaking in a loud voice. In fact it was so loud and offensive 3 customers left the store. Forgot to mention when l first arrived l was greeted by a Hi, then both salesmen proceeded to tell me what a [censored] day they had with [censored]ing [censored] customers and that they were both divorced. As a retired Police Officer, l couldn't believe it.