Harvey Norman
Reviews and Complaints

Dear Sir / Madam
 
I bring to your attention a grievance with works engaged through Harvey Norman Maitland.
We recently in January 2018 purchased flooring (vinyl) through your Maitland store. Harvey Norman engaged the installers as part of the deal. When my husband arrived home from work after day one we took a look at the works carried out plus works carried out by other suppliers.
We noticed several sub standard areas of the flooring works and decided we would bring the areas of concern to the installers attention the following morning which we did. The installers acknowledged the areas of concern and advised they would repair.
 
At the end of Day 2 the areas of concern had still not been addressed so I approached the installers again which I was not comfortable in doing. They proceeded to carry out their repairs.
The repairs appear to have been carried out with a product called no more gaps but the result is not satisfactory. Our new kitchen now has no more gaps smeared all over the kick boards, dark flooring now has a bright white outline of sealant that will yellow and discolour.
The staircase is also a concern. The flooring has been cut in awkward directions rather than straight. They must consider this satisfactory as that is how the finished product was left. Amongst other areas of concern we do not consider this sealant as a sufficient remedy to the mistakes caused by the flooring installers. We were put straight on the back foot with the installers suggesting it was our fault because the Kitchen was installed prior to the flooring. This was a fact Harvey Norman were well aware of and the fact the installers started the job was indication they were competent and prepared enough to deal with the job ahead. I do ponder how they would approach a job were there was no kitchen install and they had to lay to an existing edge?
 
We consequently contacted Harvey Norman Maitland on the 7/3/18 I explained we needed to resolve the issue and that we were not prepared to hand over final payment until both parties were satisfied with an outcome. A representative (Ryan) from Harvey Norman came out to our house just this morning to review the job and discuss possible solutions. This did not go as we thought. As Ryan arrived one of the Kitchen installers was commenting on terrible job and the sealant all over the kitchen kick boards.
At this point my husband arrived to join the discussion. We don't consider Ryans attitude to helping us solve the situation was professional at all. He even drew comments from other tradesman to the same effect. When asked if he would accept this standard in his own house he smugly replied with "yes" and then continued on how these areas of concern are only minor imperfections that can be "patched up". We are not in a position to pay $5000 for a new flooring that is patched up. We were accused of looking at the job with a "fine tooth comb" but we were bought up with certain standards that we hold high. We were given the impression Ryan thought we were just trouble makers.
 
We purchased all our carpet through Harvey Norman who engaged those installers and they were wonderful to deal with. We purchased all new kitchen appliances through Harvey Norman without issue.
Of all the other trades people and suppliers we have used during our renovation this is the only time we have had a problem.
 
I request a return notification of receipt and acknowledgement of this email from your complaints department as I want to avoid at all costs a bias story being told by a person we consider rude and unprofessional.
I have diarised all correspondence on this issue and along with that can also provide photographic evidence if requested of the concerned works.

Good morning

I understand HN stores are franchises but across New Zealand all the stores offer public sector employees a special discount. The discount depends on the product but they have a code they input to see what it is when we show our employment ID (council employees, hospital employees, govt employees etc...ie those folk that keep the country running).
This is very good as it helps to deter us from simply ordering goods online elsewhere (which is usually cheaper than antipodean shop prices). I like to 'shop local' where possible but local prices without discounts just cant compete with online elsewhere.
However, I notice that none of your Australian stores do the same thing. They just say 'we will do the best for you' (which is NOT the same at all).
So...I am wondering how the NZ franchises all managed to come up with this great scheme but in Australia they are all so resistant to any such scheme.
Hence I am trying to write to HN 'head office' to find out...but finding you is quite tricky.
Do let me know...as if there is to be no discount for public sector employees at HN Australia then I will go back to online shopping (not at HN online).
Thanks

Date of incident - 31 January 2018
Order number :[protected]
I am extremely dissatisfied with their service in regards to this order. In spite of my several phone calls and your promise to have the item delivered to the Dandenong branch, I have heard nothing from them since January 31. I cannot believe that it will take them so long to ensure this item is delivered and what is so frustrating is that they have my monies for so long and I do not have the item. I lodged an online complaint on 27 February 2018 and they indicated someone will call me within 24 hours. This seems like an automated response. It is well passed 24 hours and still no calls or even responses. Their reference number for the complaint is 548225.
I expect either the delivery of the item at no charge for the delay in their response and my time wasted in chasing them up.

On the 22nd of January I prepaid 50 euro for a Hamburg Bench (Harvey Norman Swords)
Customer agent on the phone told me I can come and collect it on that day since there are few in stock. I asked for delivery but since there was an extra charge I asked if I can come and collect it myself in the store. I was told that was no problem.

Drove to the store to collect it only to be told that they made a mistake and that the bench is in the warehouse.

I asked if in that case since I was misinformed and had to travel to the store based on a misleading info -the bench could be delivered to my address free of charge. The answer was a straight up - no.

I was told that I can collect the bench another day - to which I answered that I don't have time during the week so can they have it delivered to the store next Saturday. The lady in the store told me they can and she would give me a call once it's in the shop.

That was over a month ago!

You took my money and you never called. I am absolutely shocked and demand an immediate response.

This will have to be my last attempt before I enter a legal route.

Regards,
Monica

Bought a Sony z5 phone as a demo model in April 17 and in August 17 it started hanging up and getting stuck completely and wouldn't work until I restart. Took it to HN and gave them to fix it under warranty and now two months gone by and they refused repair claiming phone has got unauthorised repairs and after raising this issue further they told me phone got water damage as well... And I'm still waiting to either get my phone fix or they refund me.

We were short-delivered a few items when we purchased two mattresses and mattress-bases from Harvey Norman Maribyrnong in Victoria, Australia.

The delivery driver contacted the Store and confirmed with them they were to rectify the shortage. In good faith, we paid the balance (as they wouldn't leave the beds) and accepted the delivery - we wanted to save the drivers from having to re-load the two beds and mattresses back into the van and return it to the warehouse - it was a hot day after all).

We then contacted and spoke with Joe, the franchisee owner and other store people four (4) times and also visited their store twice to chase this up. We were advised "Joe would ring us back" and we never received any call.

Today we visited the store, and were told some items were in Joe's office, whilst the others were being send to us from Queensland with which we should receive it early this coming week.

Unfortunately Vicki was unable to locate the items within Joe's office...

We have been waiting four (4) weeks for this delivery to be rectified, and without these items cannot use the beds. Had we known this was / is the level of customer service we would have received, or the issues surrounding delivery then we would never have made this purchase in the first place.

Total value of purchase $8, 057.98

We have regretted making this purchase at this store, and this experience has tainted our view on the Harvey Norman chain altogether.

I purchased a rug from Harvey Norman and it very quickly lost its pile, was looking flat and also became discoloured. I do not have it in direct sunlight. I had a carpet cleaner come to clean and inspect the rug (paid by me) and he advised me that the pile is completely worn out and the colour is faded. Where the rug is positioned is in front of our lounge and not in a high traffic area. It's also in a room that does not get a lot of sun or use

I spoke to Harvey Norman Cairns on 10/7/17 and I was advised to email a photo and details. I did this to Anne Vowe on 10/7/17. My email went unanswered. I rang again and also emailed again on 24/7/17 and still to this date my complaint has been unanswered and my issue not resolved. I am extremely disappointed in the lack of customer service and now another 6 months has passed with nothing. Since that time the rug (cleaned) has been wrapped up in plastic awaiting someone from Harvey Norman to get in touch with me. I do not wish to email the Cairns store or speak to them further as they are not replying I would like someone from Head Office to contact me today. I can be reached on [protected] or [protected]@yahoo.com.au I have since relocated to the Sunshine Coast. My nearest Harvey Norman is Maroochydore.

Purchased a 3 piece lounge suite over 2 years ago, when it arrived it was damaged and required replacing - this took approximately 6 months as it had to come from overseas even though when we initially purchased this suite we did so believing it was Australian made as the ticket stated "Australian Made". When the replacement arrived the electric chair cord was damaged and required replacing. Then an armchair required reupholstering due to the cushioning collapsing. Now another of the armchairs needs reupholstering as the cushioning has collapsed.
The chair has been sent to the upholsterer over a month ago, when we phoned Harvey Norman, and I might add we have to continually phone them as you are told someone will call back but never do. We have been told the chair has been sent to the upholsterers, but they have not completed the work. We attended the upholsterers to check for ourselves and the chair was sitting at the shop waiting for Harvey Norman to pick up as the mechanism had been fixed, but this was not the problem it was the cushioning! and yet the Staff member at Harvey Norman stated the upholsterers had not completed the work.
We are very angry and frustrated that we are blatantly fobbed off and lied to regarding this chair. We cannot get an honest answer from the Harvey Norman staff and it appears as if they have no idea what is going on.

Harvey Norman Computer Franchisee owners appear to me to be trained in the art of deceit. I believe I have been misled and lied to by one in particular. I am on a FOURTH faulty Surface Book in one year. I have demanded ALL my money back - UAG cover which is useless without the Book, software I could not use because machine was forever being replaced - and it is my absolute belief, along with email and voice recordings of the things said to me, that the computer store manager ? owner? lied and misrepresented a LOT to me. Under Australian Consumer Law, I am entitled to a full refund. This manager is trying to tell me it is contingent on minor or major faults - but he possibly forgot that I CAN actually read too.

A major failure with goods is when:
you would never have bought them if you knew about the problem
can't do their normal job
don't suit the reason you bought them (as long as you told the business about this before buying)
the goods are dangerous to use.

If there is a major failure with goods, you can choose to:
get a refund

I choose that - and he says no. I would NEVER have bough the thing had I known how many problems they DO have - and 4 to one person in a year should state that is a fact. I mentioned the static shocks I got from it - he didn't seem to think it was of concern. I do. They hurt.

I'm having to go through Dept. Fair Trading to seek relief. The manager is, in my opinion, a condescending little man.

Do yourself a favour and give Microsoft Surface Book AND Harvey Norman a miss!

My order number is [protected]. I ordered my laptop on the 31st January 2018. I still haven't received my order. It's been more than 10 working days and on the website it was given 5-6 working days. I called twice to your customer service and the order is still in NSW. It was supposed to be shipped before 8th and when I called your customer service on 8th they said that the order is been shipped. Today when I CALLED (13th feb) they said that the STILL in NSW and hasnt been shipped yet. I am indignant as a customer and I need compensation.

I purchased a table and 8 chairs from Harvey Norman at their Orange Grove store, the shop assistant called the supplier and told me it will take 2 weeks for them to be delivered, after two weeks I heard nothing, I called the store, I was told it will take 4 weeks for the shipment to arrive, I called after 4 weeks, I was told the furniture will arrive on the 12th of Feb 2018 to the store and it will be delivered the next day or as arranged, I called on the 13th and was told the shipment will arrive with the supplier on the 12th but it will take another week or two before it arrives at Harvey Norman store, so now instead of the original two weeks it has taken more than 6 weeks and I still have to wait. I don't receive updates and have to follow up with staff to find out what is happening. This is the first time I purchased from Harvey Norman and will be the last time due to lack of correct information, lack of communication, and just contradictory information.

Dear harvey norman staff,
My name is parisa basiri; I purchased a laptop (including 3 years of product care) from harvey norman bundall back in 2015. On 27th january, I handed my laptop to the tech team and requested a battery replacement due to the shortage of my laptop's battery life. I had also informed them that my laptop was running very slow. The tech team were supposed to send my laptop to product care on the following monday (29th january). Unfortunately, on wednesday 31th january they informed me that they weren't able to send my laptop as they located a crack on my screen which caused protect care to not accept the repair request. After consulting harvey norman on what to do next, the harvey norman tech team informed me on friday 2nd of february, that they would send an email to protect care which requested the repair of my laptop. Logan the tech team staff member told me that he would let me know in the next 24 hours or monday by latest. Unfortunately, I didn't hear back from him and I had to call him up again on wednesday 7th february as I was very frustrated. He told me that protect care accepted my laptop, but he is still waiting for confirmation. He also said the reason for the long wait is because product care had some sort of important conference for the whole week. Today, 12th february, I still haven't heard from the harvey norman tech team which has caused further frustration. It has been more than two weeks since I handed in my laptop and harvey norman still hasn't sent my laptop to product care. It's very unfair that customers have to go through so much hardship because product care and harvey norman are prioritising other things rather than customers. Not only am I frustrate and unhappy, but also prioritising other things rather than customers makes me question the customer service of product care and harvey norman. As a result, i'm sending this complaint letter to let harvey norman know that I need my problem fixed in the next couple of days as I will require it for university and business work. For the last 16 days I haven't had access to any laptop at home, having to use public library computers and i'm very frustrated because it seems that harvey norman doesn't value their customer's time. I have talked to accc (australian competition and consumer commission) and according to them "if the business fails to give a free repair within a reasonable time or cannot fix the problem, i'm entitled to ask either for a refund or a replacement". So i'm kindly asking harvey norman to give me a replacement offer otherwise I will have no choice but to take my complaint to accc or australian office of fair trading. I've been a loyal harvey norman customer for years, unfortunately I am growing understandably tired of the absurdly long wait, as I require my laptop for both education and business purposes. Therefore, i'm kindly asking for a refund or a replacement option otherwise I will have no choice but to lodge a formal complaint to accc and australian office of fair trading.
You can contact me about this complaint via email at [protected]@yahoo.com or call me on [protected].

Kind regards,
Parisa

Last month 12 December 2017 I order a 7pieces dining table from Harvey norman. Before purchase I clearly asked the sales person is it going to be delivered in short time and he was so positive and said max time will
Take 2 weeks. But he assured me that I will get delivery by end of December. I agreed and I processed my purchase. The next second Monday he left me a voice massage that I will get my table 26 of january. But just to make sure I called I the store about the delivery that sales man was so rude his name is Lyung. And till today I didn't get any call from the store. When I walked into the store they were super friendly and after sale they show their real face and treat customer so badly. When I asked him if you can't give me delivery on time I'll cancel my order he was so normal and said "it's ok I'll charge you cancellation fee. Really! So this is how they make money! He didn't even care about service. Very very disappointed and feeling bad. Rude and bad customer service.

Bought iPhone X under Optus contract from Harvey Norman, faulty phone less then 3 wks, sent for repair. In 2 wks I rang store to find out that it is for replacement. Went after 3 days to pick up in store no acknowledgment from the customer service for 10mins then while I was still being served they told me to wait aside just becoz no one in the store knew hw to put information in computer for replacement policy. I literally wasn't addressed as a customer with priority. Very disappointed with the service of HARVEY NORMAN OXLEY BRISBANE

I recently made 2 online purchases with Harvey Norman. I spent over $1000. Not only did my orders not arrive on time, when I followed up with them, they were extremely rude and not willing to help. I had to follow this up at least another 5 times before I found anyone that was willing to help. The items I had purchased were Christmas gift for my children. I made my order at the end of November and paid for express delivery so that there would be no issue about it arriving in time. Well Christmas come and went and I was unable to give my son his presents - can you imagine how that feels for a 10 year old boy - you clearly did not care though. I was promised I would be refunded the cost of my delivery and would receive a gift card for the troubles I received - which this never happened. I followed up with them at least 10 times about this. Initially I received a response to advise they would look into this but have not heard from them again since - even after I continually followed up. I work in Customer Services myself as a Team Leader and I would not have a job if I treated customers like this! From this day onwards I will never shop at Harvey Norman ever again and I will be sure to tell EVERYONE I know to never purchase anything from your stores either. I honestly cannot believe that Harvey Norman is still in business because you clearly do not give a dam about your customers!

Hello to Mr Gerry Harvey Norman/General Manager/CEO/complaints and or the feedback department of the Harvey Norman.
It angers my husband and i that we have to write this letter, we honestly feel cheated, misinformed and truly ripped off by your company and the Lenovo Company.
In June this yr 2017, we visited your store at Maroochydore to purchase a computer for my husband, mainly so he can chk his payslips and google info on how to repair items around the farm. My daughter also purchased one to take to Canada to keep in touch, but alas that's not going to happen.

The young salesman that we spoke to at your Maroochydore store assured us, our daughter and an elderly couple that the Lenovo notepad computer would suit my hubby, our daughter and the elderly couple and that it is fast and does every thing that a bigger laptop but it is priced to suit people like ourselves that only use a computer maybe once or twice a week, but low and behold by Mid October my husband could no longer connect to our Telstra wireless internet to view his pay slip, then he started to get error messages that his computer is closing down as he has a memory problem, then at times we couldn't even turn the computer on.
As the Lenovo is still well under warranty, i took it to the Gympie store and spoke to a gentleman who was the stores computer tech support person and he had previously worked at your Maroochydore store.
He got the Lenovo to turn on and went through the computer with me. My husband had no documents, music, pictures or had he downloaded any apps, the computer tech man removed Office as we hadn't ever used it and left AVG but still there was no memory left the tech support gentleman said, the computers hard drive is completely full with Microsoft Windows updates.
Shame Harvey Norman and Shame Lenovo for having a lend of people like us but i hope and pray that someone at Harvey Norman will read this and will hopefully have a heart to take this matter further.
I'm wanting to go to the media about this but i hope Harvey Norman feed back dept won't throw this email out but have a heart and offer a solution and then contact Lenovo and have all these worthless computers removed and never sold in Australia.

Sad and disheartened regards
Peter and Julie Ramsay and our daughter Carley Ramsay

This the 4th time I've sent a query. Have just received a new computer to replace a product that has ripped off 2 family members plus many others. Never got any replies to the emails, i and all my family members have made a solemn vow to never shop at Harvey Norman.
Will i get a reply ... probably not, your making too much money Mr Norman and you have disregarded folk who are not rich and treat us terribly.

I have always been unable to remove strains from my Smartstrand carpet but have just recently found this online option for complaints. I initially complained to the store where I purchased it (Harvey Norman - Chadstone, Victoria). I was told that:
- as they were the new franchisee that they could not help me with the problem despite the guarantee.
- I was told to get it cleaned by a carpet cleaner who was a member of their professional association. I did this at my cost and was told that I would have to pay more as it is a smartstrand carpet and that it was probable that the stains would all wick to the surface again. This was exactly what happened.
- I was given a free bottle of carpet shampoo which did not remove the stains.
I feel completely abandoned by Harvey Norman and have not shopped at your store since. Your guarantee's are totally worthless and I have wasted many thousands of dollars. I will need to replace the carpet as it is now disgusting to look at with multiple dark linear stains from moving furniture, dirt from foot traffic, food spillage and the occasional animal (cat) stain. The advertisement you were running at the time where multiple animals lived on the carpet and when cleaned it came up spotless is absolutely ludicrous.

My daughter went into your Wangaratta store and explained what she wanted she was assured these products would do the job, No they didn't so she took them back and asked for a refund the male person she spoke to told her no because there was nothing wrong with the product then this same male tried to sell her something else, While trying to explain how it worked he was rude and degrading, something about twerking a mans breast and was joined by a female staff member laughing and carrying on, needless to say my daughter was appalled and left the store and wasted nearly 100 dollars on a useless product that has no use, needless to say she will never enter your store again if this is the type of customer service you provide. Totally inappropriate behaviour.

I went today, 13th of December, to Harvey Norman Liverpool Orange Grove- Bathroom section with the intention to buy a toilet suite with an in-wall cistern. I have been waiting about 30 minutes and no one came to offer me assistance. Looking around for someone to help, I saw the shop assistant, a Chinese looking man working on a computer. I asked him for help and he told me to wait him finish entering some prices. After about 10 more minutes of waiting, I observed him leaving the computer desk and approaching other customers. I gave her another about 5 minutes. In this time he didn't even look at me, or excuse himself or reassure me that he will come to help me. I approached him and ask if there is anyone else available in the store. He looked at me pretty strange, like it was OK for me to be ignored for 40-45 minutes. He didn't even say sorry or explain himself. He was just looking at me stragely, like it would be something wrong with myself. I left the shop visibly upset and rang Harvey Norman main office on [protected]. I said I want to make a complain about a service I had in one of Harvey Norman stores. I have been transferred to speak with an young lady (judging from the voice). First she insisted few times that Harvey Norman doesn't have any stores in Liverpool, Orange Grove. After explaining her that I have been shopping at this store for years and they have furniture and electrical sections, she 'corrected' me that the shop is called Liverpool store, not Liverpool Orange Grove. I explained her that I called to complain about the customer service I had at the bathroom section. After listening to my story she said she will look for someone to help me and she put me straight away on hold. I didn't know what she means 'for help'. She kept me on hold for about 5 minutes, and then she asked me to go back on store, because she spoke with the shop assistant and he will help me. I couldn't believe what she was telling me and I wasn't sure if she was joking or this was her resolution to my complain. I told her that I am not begging Harvey Norman to accept me as a customer and I am not happy with her resolution and I will complain again about the experience I had today at Harvey Norman. She threw me an 'ok', like 'I don't care'.
It was very sad, considering that I bought more than half of the products I have in my house from Harvey Norman. Definitely the shop it's not any longer what it used to be and the customers are not valued. In this case, we shouldn't be surprised that the shops are empty.

Thank you for your consideration.

Kind regards,
Mihaela El Azzi, [protected]@hotmail.com.au

12th December 2017 about 4:50pm.

Description of Incident:

Given the Today's Feature Special on Gopro Hero 5 Black ($428), with the intention to buy, I went to the store. Prior going to the store, I done some research online to find out the best deal around and found VideoPro with stores located in eastern state and selling online is selling the same gopro with a better price $398 ($30 cheaper). And according to OZbargain webpage, it is claimed Harvey Norman Store in Perth matched the VideoPro offer.

Website address: (https://www.videopro.com.au/p-10206-gopro-gpchdhx502-hero-5-black-action-camera.aspx)

With that in mind, I went to the store and starting to make query on the offer and asked the staff whether they can match the price offered by VideoPro. In the middle of the query, a man stepped in and took over from the staff who is serving me. I showed him the webpage and asked whether the price can be matched. He started to ask question on what is the delivery cost and I told him that it is free and then he started to ask what about if there is any issue who will be paying for the postage fee. I told him I do not know but can look it up on the spot. Before I can even do so, he said no we can't price match it and turn his back against me and said see ya.

Feeling a bit disappointed as I felt my query has not been attended in a proper manner, I asked him, "what do you mean by that?" and added that I am still thinking and have not even decided yet. I continued and asked him is this how a customer is treated and is my business not value. With a poor attitude, he said yes not valued) and reinforced that this is a ridiculous request (Note: it is an enquiry on whether the price can be matched based on Harvey Norman Price Guarantee Policy) and said either you buy it or you can get out from the store.

I reinforced that all I am doing is making query and I do not view this as an acceptable customer service and asked for the store manager. He told me that he is the owner of the store and repeated, " you can either buy it at the advertised price or get out from the store. Your request (note: it is a query) is ridiculous and we are running a local business.

Noted and sensing there is no point to continue with the query, I turned away shaking my head and mumbling softly to myself, "what a service and day". The owner came close to my face and asked aggressively, "what do you called me?". I responded saying I didn't say anything and he went away and left me with the original staff who first served me.

The outcome:

With a unwilling heart, I purchased the gopro from the store as I needed it and have not other choice in Karratha. The staff that I am dealing with has been polite and dealing is pleasant with him.

After the purchase, I went home and review the Price Guarantee Requirement and I am very certain that the franchise owner has not done his due diligence by calling or checking the competitor website.

Note:
1. This is a second time I have had bad experience with the Karratha Store . The first is being sold a used unit of Nutribullet which I returned with no apologies received and need to go back a week later to check for stock available before buying a new unit.
2. I will no ever step into the store in Karratha unless there is a change in management after the bad experience

My expectation:
1. This to be noted by Harvey Norman executive team and the required feedback or training to be provided to the Karratha Store Franchise owner to ensure Harvey Norman Policy is to be adhered to if it is valid. In this case, I still haven't got my query answered and looking at the requirement, I do think the price match is a valid one.