Harvey Norman
Reviews and Complaints

On Wednesday 13 th September, 2017, I went shopping in the tile and bathroom section of the Caringbah Home Centre. While browsing I saw and overheard the interactions between staff and customers in the store. With a raised voice, a guy by the name of Wally continuously reprimanded only one staff member called Candice within ear shot of staff and customers alike. I could see the embarrassment on her face and her frustration as she denied some of his accusations. When Candice finished talking to a customer on the phone, Wally yelled out to her “Come here.” He insisted on telling her off in front of the colleague sitting beside her, the customer they were serving as well everyone else in the store. She said she didn’t want to discuss it in front of staff and patrons and asked that they take it outside. His reply was “I don’t care.” She asked him to take it outside again and they walked to the fringe of the store he got right in her face using stand over tactics and proceeded to yell at her saying things like “I told you
not to do…” “You just don’t listen” etc, even in spite of those walking by. I eventually walked out of the store in discomfort. I was shocked and disgusted at his unprofessionalism. His actions were totally unacceptable and as employer, if an employee of mine spoke to another member of staff in this manner they would be instantly dismissed. While I really wanted to say something to him, I believed it would be more effective if I used this channel instead. It’s my obligation to do something to prevent this from
happening again and sincerely hope that this complaint is taken seriously and rectified accordingly.I can also say that I was not the only customer that was uncomfortable and walked away from the situation.

Regards
G Tourni

Yesterday I attended the Harvey Norman store in Gympie to purshase an Air Conditioner Window Box unit, I picked out what I wanted Paid the $629 price tag and was then directed to the warehouse to collect my new purshase, which I class as a big ticket Item. Out the back there were five other customers that had been waiting longer the 30 minutes to also collect their big ticket Items they had purshased. The weather was very hot and these people had been standing out in the sun waiting to collect their goods. I went inside the shop and told the staff that there were people waiting a rather long period of time to get what they had brought, I was told the that the warehouse was not open on a Sunday and there was no staff to assist in getting the goods they were quite happy to take the money for. I was totally discusted that the store was quite happy to take the money for goods but did not give them to the people that had brought them as there was no warehouse staff rostered on a Sunday. If you make a sale you are susposed to finish that sale with the shopper getting there goods before you serve another customer, It seemed to me selling and up selling are your priority and the service to compleate a transaction was not given. All day I had heard on the radio about cash back offers on Air Cons for that Sunday and when I brought mine which was priced at $629 I was told the cash back offer was not on the window box unit even though it was over the $500 min spend mark, I was not happy at all and felt like once they had my money that was it, i was to wait out in the heat of the day until 45 mins later they decided to send someone out to give me and the five other customers their goods. Totally Dissapointed and discusted at being treated like I was after the fact they had recived payment for my goods. Rachel Jones

The Harvey Norman Oxley branch refuse to give us a time when are they coming to install a carpet which has been arranged by our insurance company. Allan are holding us up for over 2 months. When we went to the branch to enquire when the carpet is going to be installed we have found that the carpet they have chosen is one of the cheaper and not even the colour or near the colour of our carpets in our home. Then Reece has given a choice to choose another one (we had a sample with us) and the one chosen was according to the manager one of the most popular carpets in the store and is always in stock. Then we waited approx 2 months as they had to order the one of the most popular carpets. On Friday they booked us in for Tuesday but phoned on Sunday to tell my husband that they cancel because there were a double booking. We don't understand why we should wait or change arrangements if this was an error by management. I took time off specially to be at home for that booking and have lost 2 days pay because of this miss management. When I phoned today Alan shouted at me and talked while I was talking. All I wanted to know is at what time can we expect for them to come today as I also need to arrange my day accordingly. He don't know the meaning of customer service and are very disrespectful. Although he took the time to contact us for bookings he now tells me we are not his clients. Which is true but we have the right to know at what time they are coming. It will appreciated if this can be respected and a time given at what time I can expect the carpet to be installed. Regards, Mrs PC Kruger - [protected]

I did my research online to find a suitable outdoor setting to purchase. I knew I needed to go to the store to order as there are no prices listed online and I was hoping to test out the furniture before purchasing. When I got to the store the 2 settings were not on the floor or in the current catalogue. I asked the sales person if she knew of either of the white settings recently advertised. She said "if it's not here or in the catalogue I can't tell you anything. I can't know every piece of furniture". I said it was disappointing that consumers have to do all the work. I indicated I did not have reception to look at the Harvey Norman website to find the items I was looking for. She just shrugged. I went out into the carpark to look up the items online (on a cold and windy day). I returned to the store and named the settings. She just looked at me and said she'd "heard of one of them". I waited. She said "what do you want to know about them". What did I want to know? I wanted to know everything! How about the price? What they are made out of? Are they available anymore?
I told the "sales" assistant it was her job to tell me everything. Sell it to me!
Left the store. I will drive to another store to purchase as she is not getting any commission on my sale. Do not shop at Harvey Norman Moss Vale.

Hi my name is Fernando Pasquale..mobile [protected]/[protected], I have been a customer for many years pls refer to your computer sales.We purchased 2 Milan BedroomChairs on Sunday 06/08/17..at Wiley Pk Store by Mr Ifte Rahman.Delivery arrived Wed. 30/08/17..PC..MILA003, Dept Code..057. 1 Chair O.K.. the other chair front leg uneven scraped ..(pls refer to photos l sent to Katie at Wiley Pk on Friday 1/9/17. We were made aware by Mr Ifte Rahman that it would take approx 1mth of delivery this was O.K by us but l contacted Mr Rahman on the same day given the runaround after several calls. I was then contacted by Katie on Friday 1/9/17 l explained the fault sent photos to her and advised where is Quality Service and Customer Service surely someone should of checked the chair. I have contacted Katie many times she has stated it's coming from Melbourne the Supplier surely this should Not take this long .I contacted Katie again Monday 12/9/17 she replied in the afternoon that it would now arrive Thursday 14/9/17. This is Disgusting. This will be the last time l will shop at Harvey Norman nor will l recommend any of my friends or family to shop there pls pass this Complaint to Snr Management l will be happy to explain our complaint.

We ordered our lounge 12 weeks ago on the 12th June from Warrawong and were told it would be 3-5 weeks for delivery. Tax invoice 2353210
We had to ring up 5 weeks after ordering only to be notified we won't receive our lounge for another 7 weeks.
Now come today 4th of September we had our delivery organised and taking the day off work to do so, we were expecting a call an hr before hand as discussed. After missing a call from an unknown number at 9:10am which we tried calling 4 times in case it was for our delivery, we then rang the warehouse and asked if it was their driver, which they said the number wasn't one of their drivers so we could do our running around and wait for our call.
2.5 hrs later we recieved a phone call saying the driver was at our house, which we responded that we would be 15 mins, which they said was fine and the driver would wait.
Returning home there was no truck waiting and upon ringing the warehouse again we were told they would call them and get them to come straight back to our house. After waiting 45 minutes we rang again to find out what was happening and were given a short answer they wouldn't know when they would return and were quite rude.
After a whole wasted day waiting we rang the store again about 4pm only to be told that the truck was already back at the warehouse and wouldn't deliver again until Wednesday where I have to organise another day off.
I found today's service, communication and overall experince pathetic after we had been so understanding previously. We will seriously consider never setting foot inside Harvey Norman again after being long time customers.
If you wish to contact me regarding this issue my email is [protected]@gmail.com
Craig Smith

Never shopping at another Harvey Norman store again. I recently purchased a dishwasher from HN Gordon. What an appalling service experience.
The story. I go to store and purchase dishwasher. I am told delivery will be 1 week. After 10 days I ring store and I am told the dishwasher is not in stock and they don't know when it will be. A week later I phone again. Same story. After ringing for 5 weeks I am finally told. OH yes dishwasher is in stock. No one from Harvey Norman ever thought to ring me during this time.
Then we arrange delivery. I am told the delivery company will arrange delivery within 4 days. So I have t take a day off work on the arranged day as they cannot set a time for delivery. I had paid for delivery and installation. The man who deliver does not install. I ring the store and have an argument. The delivery man takes my old dishwasher and leaves the new one. I now have no dishwasher to use. The HN rep says don't worry I willhelp I will arrange free of charge someone to come install (Really - that was what I paid for). I then have to wait 6 days for a installer to come. Another day off work. The installer comes and and unboxes the dishwasher and it is badly damaged. We ring the store. After interrogation that I did not cause the damage they agree the will deliver another dishwasher. Of course none was in stock and I don't have my old dishwasher. The store manager tells me another store has the product I need and he will get to me within a week. I wait another 2-3 weeks and no word from HN. I ring the store and the store manger has left. I have to explain it all again and again I an questioned about it. They even wanted to charge me for delivery. After I explode they agree to do me a favour and deliver and install for free (really). Another 4 day delivery wait another day off work and I have a dishwasher. NOT ONCE IN THISD PROCESS DID hn PHONE ME OR OFFER AN APOLOGY. Luckly there is a lot of completion out there and I never need to shop at HN again

Absolutely disgusted with the service provided by Carindale Harvey Norman. The extended warranty I was sold was misrepresented and misleading. I purchased a Microsoft Pro 4 and was told if I purchased the extended warranty I would get new for old replacement if the product failed, with no assessments required. I use my computer for business so this pitch was a deal clincher.
4 weeks later the computer stopped working and the warranty was less than useless.in fact, I was told it didn't even start for 12 months. I was messed around and told the computer had to be assessed, even though it obviously wouldn’t turn on. I am a business customer and the store manager suggested I may have dropped the computer in water. WHAT! I even offered to leave authority for them to access funds from my credit card if the problem was determined to be a user issue.

I was left without a computer, knowing it would cost me money given my business deadlines. I will never shop in a Harvey Norman store again. This is second time burned in two different stores, the first being Capalaba.

I was a former dedicated customer, Mr. Harvey I hope you see this. Your franchise model might make lots of money in the short term but with this type of service, I don't think it will be long before you go the same way as other retailers that have failed to invest in customer loyalty and good business culture.

Disgusted in what I have experienced I would have got better service from Costco.

I submitted this complaint online over a week ago and received an email telling me a rep would be in contact within 24 hours. No surprise that I am still waiting for a call. In fact am on the verge of forwarding this to consumer affairs.
Having said that, I have been a satisfied customer of Harvey Norman for many years and my records with you will show that I have spent many thousands of dollars in your stores in Toowoomba and Dalby. I have always payed with cash or credit card.
However on this occasion my wife and I were browsing in store and spotted a LG TV that we liked a lot. We discussed between ourselves saying we couldn't really afford to put it on the credit card on this occasion but we really wanted this product as it was on sale and a good price as it was on special.
We then approached the sales lady and asked her about the advertised 50 months interest free deal we had seed on TV. She then forcibly persuaded us that the Flexi rent thing was a better way to go. I asked her if at the end of the Flexi rent contract would we be paying the same amount as if we went with the 50 months interest free in store credit card and she assured us we would. Based on this information and the presumption that she was being truthful we went ahead and made the purchase through the Flexi rent contract, (by the way no surprise she is the in store Flexi rent rep)
It wasn't until we got our first couple of debits from our credit card and worked out over 5 years that we would be actually be paying DOUBLE the units worth (over $10, 000) that we realized we had been lied to. We went on paying for a couple of years and then last week payed out the contract early, never in a thousand years would we ever agree to pay $10, 000 for a TV that was on special for $5000 which is what attracted us in the first place.
As I stated at the opening, we have spent many thousands of dollars in Harvey Norman and been satisfied. On this occasion we feel that we were scammed, lied to and duped by your store sales lady and i am frankly disgusted by the whole affair to the point that I doubt i/we will ever use your services again, at least in the Dalby store.

Hi, I rang Harvey Norman in Morwell Victoria today to ask about the promotion: "Spend $199 or more on any Coffeee Machine and get 10% back in HN Gift Cards" - as I bought a Breville Nespresso machine two days ago on 24.8.17 and arrived home to see the ad for this promotion - not having received a gift card. Just rang the store and staff was extremely rude and told me in a very short tone to "just come in then" - I explained I lived in the next (country) town and instead of apologising for the inconvenience - the girl told me to "just come in then". I never complain, report or lodge my disappointment about customer service - but in this case, I feel as though the store should have apologised and perhaps offered to post my gift card - as it was the store who inconvenienced me and I don't think I should have to pay for petrol there and back because Harvey Normal Morwell Vic made a mistake.

Dear Mr Norman I Pauline Sullivan entered your Batemans Bay store with my Daughter and a friend positively and with one purpose, to furnish my new kitchen which was being installed in the near future.
Was I shocked by what I experienced namely inexperienced Managers and Salespeople when I got my order delivered.
I am recently widowed (my Husband passed 12 months ago from a severe heart attack) and he left me a little money so I decided to upgrade my kitchen, had I known how I would be treated by your staff I would not have bothered.
When I first went to your store and chose a sink the salesman told me that the tap and sink came together, also unknown to me (I do not drink) when he had completed the order he had put 24 bottles of wine as part of a bonus with the total order of $6243.00.
The order consisted of a Belling Microwave which I had upgraded to on the advice of the second salesperson, a Belling oven, a Glemgas flatop canopy, a Samsung 455L refrigerator a Belling Gastop cooker, a LG Dishwasher which was dented upon delivery and an Olveri sanblk 1&3/4 Bowl all this coming to $6243.00.
By the time I got back to your store and progressed onto your second salesperson, a woman named Jess, my Daughter now asked does the tap and sink come together. "Oh yes" was the reply, saleswoman in question seemed more helpful she upgraded the microwave at extra cost, stopped the 24 bottles of wine & seemed to be experienced.
When the order was delivered I had no tap which led to the plumber being called upon 3 times.
The Senior manager I spoke to on the phone did not know much about anything and seemed to be disinterested in providing me with a solution for my problems.
All round I would have to say I have been treated with disrespect and your Salespeople in particular were dishonest and irresponsible at best.
There must be some way your company can find it in their heart to find me some kind of compensation.
I can be contacted on [protected]

Regards Pauline Sullivan

Purchased 2 reclining chairs 1/3/17.
$900 each. 1 chair broke on the first day. As indicated by the photos it seemed to have been caused by some structural imbalance in the frame. Contacted a service representative named Vicky. She required more details and photos. All information supplied. Weeks passed and nothing. Visited office and was told person in question was on holidays. Weeks passed went in again. Vicky had alledgedly gone on sick leave and no one really knew what was happening. New person named Anne receives my complaint. By this stage approximately 2 months has passed and no solution. Finally after 3 months I receive word that a subsidiary company named The chair doctor was going to repair the chair. Chair is returned but looks like its been replaced by second hand parts and a hole in the fabric that looks like its been caused by a cigarette. Bring this to Harvey Normans attention ie Anne, she more or less calls me a liar and implies that I have caused the damage myself. So after 4 months since purchase Im stuck with a damaged chair and a store manager
Who simply quotes his rights and treats his customers with disdain. Extremely poor customer service and unhappy client.

I ordered an online order my order number was [protected]. I cancelled my order online thought I would doubled check and cancel on the phone as well even know the person on live chat said not too that they would sort it all out. The next day I got an email saying my order had been shipped. What order I thought ? it had been cancelled. The fist lady I talked to told me I didn't have to call up to cancel. So I decide to call up again and get to the bottom of this .Why wasn't my order cancelled? I called up on the phone they asked me who I poke to I couldn't remember I spoke to a few people online chat and on the phone. I remember a few names Nigel, Mel, Chantelle.
However I called up there was nothing they could do. They stated it was cancelled too late . How could it off been when I was told my order was cancelled the day before. I asked if I could talk to someone higher up they said there was no one higher up. I'm angry and annoyed this item was meant to be cancelled . I feel like I am trying to chase my tail with Harvey Norman and I am not getting anywhere. I am having to have an item shipped top my address that I don't want and was supposed to be cancelled. I'm having find time to take it back. I am outraged and I feel no on is listening to me and this falls back on Harvey Normans behalf. I will be spreading the news to about my online order. The response I got was to find a store and take it back and that's the quickest way ill get my money back. Some of us don't have a car and have to catch public transport which leaves me with more out of pocket costs. You have lost a loyal costumer Harvey Norman I'm outraged! I feel you have taken the easy way out while your customers suffer. Moral of the story I asked staff to cancel my order and they didn't cancel it so im left figuring out what to do. Thanks a lot

Still waiting on a response from last week in regards to being sold an item that does not suit our purpose OUR ORDER NUMBER IS [protected]. Could we please get some resolution here as I don`t want to go to consumer affairs but will happily do so if you fail to communicate with me. I really can`t undestand Harvey Norman`s position on this, it really is quite astounding.

Kind regards
Glen Rolfe

This is a follow up to a complaint I made back in June when I purchased an oven (cant remember the exact date now)
I received feedback that the complaint I had which I outlined in detail then, was being forwarded to the Warrnambool store.
I am extremely disappointed that this was not even responded to, another sign of poor customer service.
Not good in a small area, where reputations are invaluable.
I have purchased many items including a lounge suite, floor mat, fridge, vacuum cleaner, and various other smaller items in the past few years and to not even respond to a regular customer indicates the lack of respect for regular customers.

Found a all in one pc that was in stock at my local harvey Norman put the order in paid for it and then get a email saying it has not been accepted? Even though you have charged my card! Tried to chase it up with the number on hold for 30mins for her to say send a email that ended it we will get back to you in 24hrs. Called the local store and they say they don't have the pc in stock? I needed this pc today now you have charged my card so I can't get a different one and I have to wait for your reply it is bullsh''

I ordered and paid for a Kambrook Power Drive Stick Mixer - Red
Product code: KSB8RED from Harvey Norman online on the 31/7/17 and chose to pick up in store. Order number: [protected]

I received an email on the 1/8/17 stating my order was ready for collection. Due to my work hours and the store hours, I went in on 6/8/17 to collect the product. I was told from staff at the store that they had sold my order to another customer and they did not have anymore left for me. They first of all tried to give me another product stating it was the one I ordered when it was clearly a not, being a different brand and colour.

They then stated they would have to order me in the product again and post would it to me for free given all the errors they had already made.

On the 11/8/17 I received a call stating they can't get the product in for me, even though I can see online that it is in stock at other Harvey Norman stores around Melbourne.

I have never experienced such poor and horrific customer service. And my issue is still not solved. I have not been able to get them to call me back to solve what is going on.

Karina Quigley

My old printer needed new ink cartridges taken old cartridge as sample told they are no longer available. Purchased 3630 hooked up printer and it works good as photo copier but try to down load and print emails print is so small no good to me. Returned to mudgee store to fix problem. Nice young lady asked tech for help he did his best to fob us off. Can I still return product as it is no good to me. I do not have access to a help full tech

I purchased a FetchTV device from Harvey Norman Moorabbin on 24 April 2017.
From the first day, I experienced a problem of the item requiring setup every few days. After logging my issue with FetchTV support, I received one reply email asking for more details. I provided this on the same day. Since that time, I have sent numerous follow up emails which have been ignored for nearly 2 months.

Clearly this item is DEFECTIVE and not "fit for use"

Last week, I contacted Harvey Norman where I bought it and was told by the Manager that I should go back to FetchTV as they could not help me.

After consulting with Consumer Affairs Victoris, I learned that this is a Breach of the consumer Act and that Harvey Norman cannot abdicate their responsibilities in this way.

In fact the manager at Harvey Norman was completely "unhelpful" and gave me the sense that he did not want to assist me any further.

Certainly the contrast between the experience I encoutered from Harvey Norman and JB HIFI when I had a and issue from my persepective was stark and I will certainly NEVER be buying from Harvey Norman again

I will now review my options

I am absolutely fed up with Harvey Norman morayfield staff. When going back to morayfield store to fix a problem that Harvey Norman had made with the wolf blass promotion i was spoken to with such little respect by the cashier lady who was the same person who served me for the sale has lied straight to my face and told me i was in the wrong ! Im am appalled at the level of customer service! When i spoke to the lady who had served me, i asked why does it only have 1x12 bottles on the receipt when i spent $1547.00 on the receipt she said it was because when the company sends you a email with a code it will automatically come up as 2x12 with the sparkling wine, Which has not happened. I specifically went to Harvey Norman for this promotion.
I do not like to be lied to just for a sale! If this was the case i would of gone somewhere else. I am a regular customer to harvey norman and to have this happened is beyond a joke! I have been in contact with wolf blass for the last 3 weeks about what has happened and they tell me they cant do anything to help me as harvey norman has hired them for this promotion.
I want something to be done. If somebody could contact about this issue and how it is going to be solved i would appreciate that.
Thank you

Sincerely Hope Moloney