Harvey Norman
Reviews and Complaints

My partner bought a gas heater from Harvey Norman ( Blacktown store ) and before buying it she asked if it had the correct fitting to be connected to an LPG gas bottle to which she was told yes. As the box it came in had no picture of the connection she assumed the salesperson new what she was selling, on arrival home we unpack it just to find it has a bayonet fitting for natural gas and not a screw in type for LPG as we required. When we rang them to organize a return they told us that it was our fault that we didn't do our research and that we should have known the Australian regulations in regards to the correct fitting for the safe use of the said product but in our opinion they told us what we wanted to hear to secure the sale. The store Manager did ring us back and spoke to me in what could only be described as a derogatory manner telling me that once again it was our responsibility to be up with Australian law . We understand that one of the returns policy categories states that if the product " does not fit a particular purpose" it can be returned. This has had a very negative affect on us and as previous Harvey Norman patrons going forward we will certainly not be in the future as we come from a time when business's prided themselves on customer satisfaction and this experience has damaged our faith in future dealings with Harvey Norman stores . They may have secured this sale but long term it will cost Harvey Norman many thousands in lost sales in the future as our business will be going to your competitors unless a suitable outcome is reached ( a full refund ) thank you for your time.
OUR ORDER NUMBER IS [protected]
Should you wish to ring me my name is Glen Rolfe [protected]

Purchased approx 2.5yrs ago
Amanda from Nowra said not covered by manufacturers warranty even though its a Major Fault with the product.
Told i was not allowed the receipt number for purchase as i needed to attend the store to provide a copy of my id.
Bed head fell apart as i was making the bed.
Bed is used for my 4.5 yr old who only weighs 12 kg!
Slats have split and timber is rotting yet has never been wet or exposed to liquid
Handles on trundle split and fell off within 2 months of purchase however i found it easier to not have them there so didnt make a complaint.
The bottom end of the bed fell off as we moved the bed out of her room after the top bed head fell to pieces.
A MAJOR FAULT given the only thing holding the bedhead together was a dowell less then 5mm width, glue and staple!
More photos have attempted to be emailed to your customer service officers email however i keep receiving emails back saying that she has blocked my emails. Not happy!

I went yesterday to the Harvey Norman clearance center in Osborne park to purchase a Clothes Dryer after speaking to the salesman for oboe 20mins decided to buy the AEG dryer for $1529 .Or around the 1599 mark, as advertised on the machine.
So went to do the paper work and the salesman said sorry the price in the system is not as advertised and you have to pay $1899. I expected to pay the advertised price as in any other shop would have given it to me for the mistake.

I chose not to buy it and went to the road across to the Harvey Norman store and purchased a fresh one for $2299.00 shame .Which cost me a lot more as I needed one as the days are pretty wet.

I bought a laptop from Harvey Norman in Preston yesterday. The guy confused Me and pushed me to buy the laptop without clarifying the amount he was charging me. Today I noticed they charged me $4300 for a $2000 laptop! They said $2300 is for the package! I just got an Anti virus, a Microsoft program which should be free for students, a computer protector in the package! He also charged me $299 for a signature windows which caused the screen touch stop working and the hp support told me there's been no need to delete the original hp windows and install the signature windows! I had to go there 3 times since yesterday to solve my problem! The manager was very rude. I want my contract to be canceled otherwise I have to complain to a higher authority such as Ombudsman because!

Purchased a PC from Harvey Norman Maroochydore approximately 12 months ago, the computer has been back to Harvey Norman twice so far. Computer keeps shutting down, we lose information, it wasn't set up correctly initially. Portable Hard Drive wasn't set up correctly and wouldn't connect to the computer. Wireless keyboard didn't work correctly and had to purchase a new one. Was told when the computer was purchased that there wouldn't be any issues with it. We don't spend a lot of time on the computer and when we do it shuts down numerous times. I will not be taking it in again Harvey Norman can send a tech to site to fix the issues. If the issues can't be resolved I demand a new replacement for this. Currently having to use a tablet to try and run a business off of. This is not acceptable and the product is not doing as it was sold. The technician hasn't faulted the issues, but as soon as it is home it shuts down, photo proof as well. Please contact me ASAP to have this issue resolved.

In February 2017 I purchased a HP Laptop from Harvey Norman Online. As organised I collected the Laptop from Harvey Norman Narre Warren Vic store via Darren in that department. 2 weeks in it seemed very slow indeed, however I put it down to my internet connection maybe being slow. 3 months in it would no longer turn on, battery was fully charged, and laptop plugged into power. At that time I returned it to Darren at Narre Warren Store as advised, and it would need to be sent away. After almost 12 weeks I hadn't heard anything so I called the store, only to be told that they couldn't locate it, and I was not on the system. A week later I finally got hold of Darren himself at the store... who assured me it was there and ready to pick up, with the hard drive replaced. That was late July 2017. I've had it home for 1 week now, and it still has the exact same problems I started with, it won't turn on at all. Needless to say I'm extremely unhappy as I purchased in February 2017, it's now August 2017, and I still have no working laptop. I've spent thousands over the years shopping with Harvey Norman Wonthaggi Vic, and a couple of times online, but this has left a very sour taste with me. I want this rectified to say the least... At this stage, I'm 6 months into the 12 month warranty. If this laptop couldn't be fixed, I would accept a store credit toward another Laptop of my choosing, but would not feel comfortable shopping online with Harvey Norman again.

Harvey Norman... The worst customer service ever. Nobody is there to explain you what you want and to guide you through your shopping experience. Today when we went to buy a microwave oven from the Victoria Avenue outlet, first of all nobody was there to guide us what is present and what not. Then we bought an expensive Inverter microwave but nobody explained us the features at all, and when we came back and saw the microwave oven can just heat and reheat nothing else. We went back to the shop and told them that we want to exchange it within an hour without using it at all.In return he said because we have opened the pack, so they cant replace it and because they can sell it only as display piece, so they will deduct 20% of my money. Fair enough, I understood their problem, but when I asked the manager, okay then the one that I want to buy I will buy the display piece and you give me 20% off on that. Then he said he cannot do that, he has to sell his stock. I have been buying all my electronics stuff from there and this is what I get back as a customer service. Just worst customer service. Guys, you go and ask your salesperson and the manager to get some means to understand how to do business with good customer service. Once Amazon will be in this market, you all will be thrown out like nuts. Just waiting for that moment when Amazon starts its full fledged business here.😡

Hello
I want to complain about the Franchisee in computer's at the Mudgee store.
Since when did Harvey Norman become a child minding centre for Franchisee's children ?
I find it unbelievable that this guy's children running around the store answering phones, turning off equipment, even urinating on the store floor, talking to customers while holding one of his kids on his hip, ? like wth ?

fix it...

I purchased the Hp Spectre x360 from the Chadstone/Victoria store on 26/04/2017. The USB port stopped working and I took it in the the store, I spoke with Andrew the technician on 12/07/2017. He told me he would get hp to have a look at it and either repair it or replace it. I received a call from Andrew today to tell me that it has been repaired and is ready to be picked up. I went to the store and I noticed that the laptop was not repaired properly as the back cover was warped and obviously not repaired properly, also it had scratches on the metal cover where the usb is. I am not happy with the repair as the laptop is only 3 months old. I have taken photos of the defects. I Requested to Andrew that I want a replacement as this repair is not acceptable, he advised me that it has to be assessed by Hp first which I find ridiculous as I have purchased this item from Harvey Norman and surely if the product is faulty within 3 months of purchase I should be able to exchange the faulty product for a new one.
I will await for your response before I proceed with legal advice and contact consumer affairs.

Job reference number 9397

Regards

Emmanuel Hatzis

Hi, I have applied to a computer sales position at Maribyrnong 2 weeks back and have been making calls to speak with the manager to follow up but they said if they are interested they would be calling me for the interview. they haven't called me so i called them back and they said they hired someone internally. The other day i saw the job ad still there so i went to see the manager and he said he hired internally and i have told him that i can still see the job ad. He told me that he would be taking the ad away, but when i saw it today i can still see the ad. My question Is the job still available or not? If not why did i not receive any acknowledgement. Please do take action. Thank you

Good Day,
I am Paul Reynold from Malaysia, about 4 months ago when I was renovating my new house I was in Harvey Norman Ampang Point Malaysia to buy some electrical items such has water heater.

While I was seeing around your store the sales guy showed me a sharp sound bar HT SB 602 and told me that this a very good item and it's going on a sale, I told him my house will finish only in 4 months time he wait no worries you can buy and keep it, so me and my wife decided ok and we bought it .
While the reno was going on my election fix d Panesonic heater 4pis and one of it was not working I called 2 weeks and inform my Center they were no proper follow up and so on I had to call many times, than I received a call from the vendor penosonic sait he will drop by to repair soon we are still waiting.

On the 7 July 2017 we move in and fix the sound bar from the box it worked very well, on the 8 th July we On the system there were no sound at all it was not working at all .. I call harvey norman again on 11th and I told them please look into this I need the sound bar to be fix soon or else change it, the guy Mr. Awai said he will speak the manager, i said better still since its second issue I wana speak to the store manager, they said the manager not it, I call about 7 to 8 times the manager in the meeting.
Ok today morning I called at 10.30 am and ask for the manager they ask my name, said Paul immediately they said manager not in . My question is 3 weeks I am dealing wilts the store for my issues why can't the manager call or show up to us to solve the issue ?

Then I receive a call around 12.00pm to 1pm 12 July 2017 to my mobile [protected],
Was a very very rude guy which has no respect at all who can't speak English, said that (In Malaysian Language)

Sales guy :Why Mr. Paul what you want

Paul : who am I speaking to ?

Sales guy : its me who prepared your bill when you paid .

Paul : Are you the manager

Sales: No No just tell me

Paul: the things I bought SB 602 is not functioning

Sales : or we can't do much we get the sharp tech to come

Paul: come on I can't wait so long ask your manager to speak to me

Sales . Oh my manager is busy with meetings

Paul : so how ?

Sales : i will try to arenge the sharp guys can't promise when and how long, more over you bought the sound bar 4 months ago .

Paul: that's y I said I can't buy so early you said it's a good product I trusted you guys .

Sales . Hello mr Paul all sales guy says the same thing its in your hand whether you wana buy or not .
Paul : ahhh you can't speak to me like this please I wana speak to your manager

sales: lets see if my manager free he will call thanks bye

Paul: hello hello hello

That guy who opened the Bill just hanged up while I was talking, i tought when the day I pay my goods, I am a family of Harvey Norman but I never know you guys will ignore ones your goods has been sold . I was very very upset of buying a product from Harvey Norman sorry to say your after sales has no quality at all .. I am still writing you this mail is a very frustrating situation.

I don't believe in posting on your web or FB which I really wanted since I am a corporate guy I would like to take it to a professional way, I believe the manager should show up on call before I requested but I requested several time till this very second the branch Manager has not contacted me

I wish not to further up my complaints, I just need a favour please change my sharp HT SB 602 to a new set or refund me the cash .. in two weeks time I am doing a opening ceremony I need to set up for my guest to have some music.

I Came a cross reviews about this product HT SB 602 the same issue even your sales guy told me on the phone .
i Hope the above guy will be taken action for his rudeness and the manager for not even bothed to speak to me ..

Please get back to me hope to here from you .
Sorry

Thank you
Regards

Paul Reynold Sebastian
[protected]
Malaysia

On Saturday 17th June 2017 my partner and I purchased a Belling 90cm Sterling Dual Fuel Freestanding Cooker - Stainless Steel and Westinghouse 90L Vertical Freezer with delivery. Our sales assistant was Assistant 121 Mr Singh D. We negotiated a deal with Mr Singh and paid in full by cash on the same day. We were furnished with receipts for each completed transaction by the cashier in the presence of Mr Singh.

On 28 June, Mr Singh called to arrange delivery for the above items. He also informed me I was required to pay an extra $1500 as they had amended the invoice, and threatened to withhold my goods. Since I have the proof of purchase (copy attached), showing payment received in full with a zero balance outstanding, I am perplexed how further payments can now be demanded; I am also of the opinion that withholding my goods and demanding more money is both highly unorthodox and illegal.

I would also like to lodge a formal complaint about the conduct of Harvey Norman Operator 132 Andrew M, who insulted and attempted to intimidate me by laying false allegations against me of theft. These accusations I take very seriously and am 100% certain there is no evidence to back up such a claim!

I will not be paying any extra money and would like my items delivered immediately. If this matter is not dealt with swiftly, I intend to take it next to the ACCC, then will be seeking legal advice.

Sincerely,
Prudence Sibley
[protected]

I have bought an AH beard ( King Koil) mattress from harvey norman 3 years ago, the mattress comes with 10 year warranty. In March 2016, there was a wire penetrating out through the mattress, I have contacted Harvey Norman and they organised a repair a month after initial contact, they took the mattress and provided me with a poorer quality and smaller spare mattress, then they returned my repaired mattress a week later. The same problem happened again in October 2016 and same thing happened.
After the second incident I have noticed that the mattress has lost its internal support and has permanent dent and was extremely uncomfortable, I then have contacted Harvey Norman about this and they took 2 months to respond to me after multiple contacts and inquiries, they came and collected my faulty mattress last month 09/06/2017 and did not provide me with a spare mattress, they said they are going to issue a refund to me and till now 4:40 pm 03/07/2017 I have not received anything yet, my back has started to feel sorer and no one seems to be caring about this. I require a full refund of my fees and a compensation for the period passed without a mattress.

The online purchase system at Harvey Norman is extremely slow and inadequate. My experience was with the Harvey Norman in Preston (Melbourne VIC). After three days of making an online purchase with the pick up in store option I am still waiting for the Preston store to contact me.

Payment for the order was taken immediately, however the lack of communication by the person responsible is alarming.

I requested that the order be collected by someone other than myself (my brother and/or mother) and did as instructed notifying their online security department of my request. They contacted me promptly and told me that they had informed the Preston store.

Two days later I received an email thanking me for my order and leting me know that I would receive another two emails, one informing me when the order was ready for pick up and a second one with the tax invoice.

On day three I decided to use their live chat on the website to see if I could get an update and was told that they would look into it and get back to me before COB that day. By 16:10 I was still waiting to hear from them so I used the live chat option again. This time I was "helped" by someone called Michael and the lack of basic manners and customer service skills is alarming to say the least. Michael did not answer my questions clearly and even though I was polite (I understood that he isn't responsible for the issues with my order) he ended the chat without notice. I find this lack of basic niceties troublesome in someone who's job is to provide assistance.

Michael was working on Monday June 26 2017 at 16:10. I truly hope that his manager finds this post and arranges some much needed training for him.

I am happy to provide any additional information regarding this issue if needed.

Have a great day and I hope you never have to deal with this level of unprofessionalism when making a purchase.

Based on my experience with purchasing items online from Harvey Norman AU, my recommendation would be to avoid them and find a better more professional shopping alternative.

Regards.

J

At the start of May I tried to purchase a TV online ... at the time I was doing the order I chose to have it delivered but then wanted to change it to Click and Collect after Harvey Norman called me a few minutes after submitting my order to say it would take up to a week to get to me. In order to collect it from the store I had to cancel the order completely and wait for my money to be refunded, I was advised it would go back in within the same day... the next day my money wasn't there I called the online department and they notified me it would actually take 2-3 business days to go back onto my card... it's been 6-7 weeks now and I STILL haven't received my refunded, I have called the online department numerous times to get this sorted and no one seems to be able to get this done! I've now been advised I have to wait until the start of next month for my refund! This is ridiculous and I'm disgusted in the lack of effort and customer service harvey Norman have provided! If I didn't need a new TV you wouldn't be getting my service again! PATHETIC! I want my $2000 back!

I have just recently purchased a bedroom suite from Eva at Rothwell QLD store and found Eva to be a great sales assistant and the on going of going out of her way for me and I was pretty impressed with her customer service that was provided to me.. as I work in retail my self and know what high standards are to be met and Eva exceeded my every need while making the choice on what mattress and offering to have my bed and zero-g delivered to my prior to my suite coming, so that I had something to sleep on til the rest came..
Now on Saturday with being excited to get the rest of it.. I found that when my bed got delivered it was the wrong frame.. which happens I know but the fact that the delivery men openly said that this is your bed etc and I was like no I didn't order a bed with drawers as the Zero-g frame won't fit then.. only to he then told they don't have time anyway to go back to the warehouse and collect the other piece was very disappointing to say the lest..
Then to have the delivery man say that they wouldn't take my rubbish from the side tables or tallboy which ended upe having to call the Rothwell store to clarify and have the delivery men to take away the rubbish...
I can't recall the gentle men that I spoke to from the Rothwell store to tell me that it was there warehouse ends stuff up and would try his best to have it delivered that day for him to only call me back saying they couldn't..
Now I live not even a 13 minute drive from the store and to be told they wouldn't deliver until the following Saturday and the gentleman refused to have it done prior to Saturday as he didn't want my 15 almost 16 year old son signing for it...
I'm not impressed with the service I was given from the delivery men, the warehouse or gentle men I spoke to on Saturday by not going out of there way for a customer who has spent $7500 on a bedroom suite and I'm at the point where I feel like just refunding the full amount and going else where...
As now I have to spend another Saturday waiting for a delivery.

I would like to compliment Eva on such great service and the reassurance that was given to me with this stuff up...

I went in to Harvey Norman Armadale on Wednesday to buy a cable for my phone.
I walked into the computers department and received NO service, there was 3 staff members in the section.
1 was in the photo centre playing around on the computer 1 was standing at the back of the store playing on his phone and the other was talking to a rep.
I did not even get acknowledged!
There was 1 other customer sitting at the photo centre stools waiting for her photos to be done.
I am very angry at the poor level of service!
Not 1 staff member approached me or even said hello.
I ended up having to go to the electrical check out in the end for service.

The service you get from swan hill harvey norman is beyond a joke. My family has spent so much over many years with this store but the "manager" and staff are so rude and unbearable to deal with. Our first issue was when their staff credited my mother's account with a dollar value instead of using her product care to replace the washing machine. Thus when I have gone into the swan hill store they had informed me there was no credit which I argued there in fact was! Hours later that same day ash westaway had informed me someone did a dogey and credited a dollar value. He was rude and mad about it even though it was not my nor my mother's fault. Followed by this I had to use the credit of which we continued to do. I purchased a washing machine as new it was a bosch one on sale ash westaway informed me there were 2 left one display and one in their warehouse (New in a box) I agreed to pick it up the weekend of at the ware house. Me and my partner go to the warehouse and after half an hour of the manager looking for it he realised that it was not new in a box but exactly like a floor stock model (I know you give floor stock cheaper so I was mad I had to pay top dollar for identical to floor stock) I said to the manager i'm not taking it unless it's covered in something as it was bare. Manager assured me that would come wrapped in plastic or he would put it in a box then transport it to me (Seeing as they were delivering it I let it slide) then they didn't even organise a day or time for delivery nor did they ring so I had to ring up there store and make them deliver on the day because they were too slack to even call me and chose a day and time. Then when the washing machine was delivered it was bare again. And not only was it not floor stock it was a machine that got returned by another customer which is why it was not new in the box. I went in furious and spoke to the manager he could only say rudely "I assure it was never used" that wasn't my point. It had been opened by someone else and returned and I paid top dollar only for it to get delivered in the same state it was in the warehouse. I still had credit left and $50 I put deposit on a kettle and toaster which I demanaded a refund for there [censor] service rudeness and lies. I went in again 2 weeks later to get myself a microwave as I had no choice but to use the store credit I was refunded. I ordered one out of catalogue white samsung one which they had to order in.. That was on the 7th it's now the 15th and I go into their store only to get told it is still not in more than a week later. This is crap. I will never ever buy from the swan hill store it is by far the [censor]test of them all. I hope you sort them out before you lose more loyal customers. We have now purchased everything from kettle toaster oven tv couch bed suite all else were in bendigo (2.5 hours away from here) not from harvey norman but good guys and other stores and gladly recieved our items with fantastic service. We will never return to your company because of this on going bull [censor] from your swan hill branch. I suggest you speak to them.. They will know exactly who you are talking about. Photos attached exactly how washing machine was delivered

HN Joondalup

Went to purchase a lounge suite, sales advisor confirmed there was stock by phoning the warehouse. Paid with no issues and reserved all the items for delivery. Purchase date was the 20th May with delivery the next Thursday. Thursday came and gone, no delivery no phone call. Phoned the next Monday where we are being told that the couch is being sent from Sydney and will arrive on Saturday. Saturday came and gone. Got a phone, essage from HN stating that it may be delovered sometime after the 15 June, but they do not know. Escalated to store manager who committed to chase up and resolve, will call me back the same day, still waiting. 10th June went into store and soke to store manager directly, who once again committed to get back to me by no later than Monday morning, I am still waiting. I have family siting on the floor now for 4 weeks, with no compensation from HN. There is no service, they just wanted to close the sale. I would have expected at the minimum a $500 store credit for the inconvenience. Very disappointed.

On Monday 12th June 2017, I went to Harvey Norman Punchbowl store and spoke to one of the sales staff his name is Mouses.
I wanted to buy washing machine that was $445, I told him that I wanted to apply for 3 years interest free offer. He did the application for me and surprisingly my application got rejected due to wrong information he entered in the application plus him ignoring to notify me with all the necessary information I should know before submitting the application.
I contacted the financial institution where he submitted the application, to understand the reason behind my application rejection, as I am a permanent full time Management Accountant with clear credit file and good credit score. They told me my application was rejected because I didn't meet the criteria!
I have never had this problem before and I meet all the lending criteria and I'm sure this has happened due to the negligence of the Sales person (Mouses).
I want you to rectify this matter immediately and removing this application refusal from my credit file by the end of business day Friday 16th June 2017 or I will submit a complain to the Fair Trading and the Financial Ombudsman and I will share this experience online to make sure no body else get their credit file destroyed by Harvey Norman and their incompetent sales staff.