Harvey Norman
Reviews and Complaints

Purchased 05/05/2020. Started leaking water from base August 2021. Warranty for 12 months only. More severe every time it was used.
Plastic/silicone seal between heating element and power accessed through the side was leaking into the power module (unsafe). There is no way to recompress the seal as it is a fixed size and there is no way to increase pressure to it (the three screws that clamp it are bottomed out). IMHO it is another built in Chinese redundancy. Buyer beware. I have replaced it with another brand that has the heating element below and isolated from the inner stainless steel chamber. It has an insulated outer skin in white plastic (cool with no contact with water). Same price as the Sunbeam. It's a Bellini 1.5L.

To: Harvey Norman 84 Raglan Parade,
Warrnambool VIC 3280

From: Ross Johnstone
64 Lava Street
Warrnambool Vic 3280

ATT: Abby

RE: Simpson Washing Machine Model SWT1154DCWA Fault.

Dear Abby,
I believe that you are the now proprietor of the white goods section at Harvey Norman / Warrnambool store, please correct me if I am wrong and I apologize if this information is incorrect.

We purchased a Simpson 11kg Washing machine in August of 2020 from your store.

On the 20th of August 2021 the machine failed to operate during a wash cycle and after turning the power off and on it was identified that there was an issue with the machine.

On the 21st of August 2021 my partner, Leanne contacted Harvey Norman and reported the fault in which the customer service consultant said that they would send someone out to investigate the issue.

After a few days, Leanne called back and asked when someone would be out to check the fault. It was indicated that an Ian Brown would be in contact with Leanne to arrange a time. On the 7th of October Ian Brown (your approved repairer) called and spoke to Leanne and indicated that he was provided with the incorrect phone number but he did in fact come out to diagnose the issue.

On the 8th of October, I made a follow up call as again no one attempted to make any contact with us to maintain progress of the issue. I had spoke to Jai who assured me that he would call me back in five minutes with an update, unfortunately that return call did not happen.

Today the 10th of October, I called back and asked to speak to Jai again who informed me that he had spoken to Electrolux and that some board was faulty and that we might have it in a week. It would then have to be rebooked for Ian Brown to fit. He had no reason why he failed to call me back as he had promised.

Just to recap,
Between Leanne and myself (over the last three weeks) we have spoken to the following staff and contractor.
• Jai
• Ben
• Belinda
• Marley
• Abby
• Ian Brown

Based on consumer law guidelines, I now request a replacement machine. The totally unreasonable timeframes and lack of ANY customer service provided from your store is deplorable.

We have now been three weeks without a washing machine and based on the "major problem" guidelines (ACCC) I will also now be requesting compensation of $250 for the washing at a laundry matt and our downtime.

I did call back again after speaking to Jai to discuss the issue with you Abbey and Belinda said that you would call back. Another failure of customer service.

We have been more than fair Abbey but "enough is enough" three weeks to diagnose a fault is not OK and it is still not going. Very disappointing, we have purchased many products over the years from Harvey Norman but if this is the best you can do, I will have to take my business elsewhere.

I understand that your business is to sell products but when it comes to warranty and follow up calls to customers, I believe that this part of the business is more important. Maybe some training might be a good idea moving forward for your team. Follow ups, standard 101 of retail.

I look forward to your response.

Yours Sincerely

Ross Johnstone

https://d.docs.live.net/2d932049f217fd6c/documents/2021/harvey norman 11-10-21/harvey norman washing machine issue 11-10-2021.docx

Good morning
Harvey Norman's auto reply emails are implying that this area is current functioning and that customers can expect replies with 48 hours. I have written several emails with no reply at all.

Please let me know if this has been addressed. My solicitor has advised me to write again and wait for seven working days for the reply, and to cleared state what is the outcome I expect.

Considering the carpet was problematic from the installation day, which I have personally been to the shop (Fyshwick) and called several times during installation requesting support, as it was evident that the installation was being done below any quality standards, please note that nobody from the Fyshwick shop ever attended the site.

Now the carpet is all peeling off from the corners, joints area badly done and also coming undone, the stairs (envelop) are all undone. The Fyshwick shop manager (Tony) has inspected the site and at first couldn't see anything wrong with this trying to convince me that this install is normal. Other carpet professionals don't share Tony's opinion, neither do I. Please see attached pictures. Tony says that it all can be fixed, but in reality I don't believe it can as carpet is peeling off due to being cut too short, the ends cannot be fixed under the skirting boards.

I have asked Tony, who has already inspected the site, for a solution where we could meet in the middle, perhaps refund half of the money I have paid for this. However, Tony has not replied and has previously insisted that it can be fixed. I believe that Harvey Norman should have provided me with the support when I have asked, during installation. The house was rented and before the tenant moved out he complained that the carpet was coming undone. Now I need to correct Harvey Norman's mistake by replacing a brand new carpet (two years old), which has warranty of 20 years.

Harvey Normans inability to revolve this with a reasonable time frame is costing me money, as I cannot rent the place again with this problem. I must fix the floors before renting it out. Harvey Norman should at a minimum remove the faulty carpet ASAP leaving the site clean, or refund me the money I have paid.

I will wait your reply, but after seven working days I will need to escalate this.

Regards
Ricardo
[protected]

I have been waiting over 19 hours for Harvey Norman messanger chat line to connect me to a representative. I have tried calling, but get told to go online. It seems as I am unimportant. I have tried to start another chat, and keep returning to my original one. now I cant submit this complaint as it is not long enough, and I get the message I will get no attention.

so, lets try talking to a person. I need to know if the price online, 3499 plus 20 delivery is correct, as I am in Tasmania, and the product is more expensive instore. Is the chair coming from Harvey Norman Launceston, or from Sydney? How long does it take to get here? Is it delivered into my loungeroom?
David Smith is my name
Harvey Norman
Harvey Norman
Typically replies instantly
Product/Service
Thurs 14:20
You sent
I am looking at purchasing a juno massage chair. The price looks like 3499 and under 20 delivered. I am in Tasmania, is this supplied from my local store, as I know they stock them. Also how long until delivery?
here is the online chat so far

Harvey Norman
Harvey Norman
Hi,
I'm Harvey the Chatbot🤖 !
You sent
Real person pls
Harvey Norman
Harvey Norman
Please choose a number.
For Product Assistance, enter 1
For Recent Purchase, enter 2
For Other Enquiries, enter 3
You sent
1
Harvey Norman
Thank you, now please choose again from the below options.
For Computers, enter 1
For Audio Visual, enter 2
For Kitchen & Appliances, enter 3
For Other Products, enter 4
Harvey Norman
Harvey Norman
Can I have your name please?
You sent
4
Harvey Norman
Harvey Norman
You are now being transferred to a Customer Support Specialist.
You sent
David
You sent
Hello
You sent
Can someone assist me?
You sent
Hello
You sent
Anyone there
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
Thurs 15:17
You sent
Can someone assist me?
Thurs 15:58
You sent
Hello
You sent
Can someone assist me?
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Can someone assist me?
Thurs 17:03
You sent
Hello
Thurs 17:18
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
Thurs 17:40
You sent
Hello
You sent
This is ridiculous
You sent
Can someone assist me?
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Can someone assist me?
You sent
Can I make a purchase?
You sent
Can someone assist me?
You sent
We would get back to your enquiry..does that mean you will?
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
Thurs 19:04
You sent
My patience is being tested guys
You sent
Can someone assist me?
You sent
Can I make a purchase?
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Can someone assist me?
Thurs 19:42
You sent
Can I make a purchase?
You sent
Can I make a purchase?
You sent
How much do your products or services cost?
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Can you tell me more about your business?
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Can someone assist me?
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Can someone assist me?
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Can I make a purchase?
You sent
Can I make a purchase?
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Can I make a purchase?
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I am really disappointed harvey
You sent
How do I make a complaint
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
But will you
You sent
Can someone assist me?
You sent
Can I make a purchase?
You sent
Can someone assist me?
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Can someone assist me?
You sent
Can I make a purchase?
You sent
Can someone assist me?
You sent
Can I make a purchase?
You sent
Can someone assist me?
Thurs 21:11
You sent
Can someone assist me?
You sent
Can I make a purchase?
You sent
Help
Thurs 21:27
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Such poor service
Thurs 21:53
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
06:23
You sent
Can someone assist me?
07:16
You sent
Can someone assist me?
07:45
You sent
Can someone assist me?
08:10
You sent
Hello
08:25
Harvey Norman
Harvey Norman
All our agents are busy. We would definitely get back to your query. Appreciate your patience.
You sent
Can someone assist me?
09:04
You sent
Can someone assist me?
You sent
Can someone assist me?
09:27
You sent
Can I make a purchase?

Without prejudice in good faith I made a purchase of Haier 7, 5 kg washing machine entrusting my credit card details to James : the w/machine was $495 Plus Extended Warranty $139 Plus Delivery $59 Total $693. James "created" the invoice, which did not have those charges mentioned. Especially that I do have a total Warranty for this product of 60 months! I called James, expressed my concerns and James was very quickly suggesting canceling the purchase!? I called 8375 7777 Marion HN store and spoke to Lara who did not give me the address to HN Head Office and also quickly suggested canceling the purchase! I got impression that I was cheated and misinformed! I will never trust Harvey Norman again! I will have to share this scandalous experience with all my friends, associates and family members! I will inform Australian Authorities about it and submit "the invoice" James created!

Bought an arlo two seater and console arm and an l shape couch the recliner stopped working over a year ago waited a year to get it fixed due to part being delayed cause of covid eventually got the part friday it's still not working now couch is stuck half way up and down and we have to walk around it there is 5 people living in the house 2 adults and 3 children this is really an impossible inconvenience and the l shape couch in another spot has broke too I want someone to come look at this at the moment it's not suitable or safe to even sit in I have my receipt and feel like my next step in a solicators this is so unsafe for my small children

I placed an order online with Harvey Norman Australia over a month ago as a gift for a birthday. I expected there may be a delay in delivery time due to lock downs in Sydney etc however ordered in good time to ensure it should arrive by the birthday.

My order - [protected] was confirmed only by text message 16/08/2021
And a tracking number - HHK500217601000655001 was text message 17/08/2021 - this is incorrect tracking number and the delivery service had no way top find the order from it.

I have called the store multiple times to be told online orders cannot be dealt with by phone and to request a call back from the team. I have done that process - been called and assured a new and correct tracking number will be sent out. This has not happened. I have since requested another call back twice to not hear anything.

I have tried both the wattsap and messenger services multiple times and days to get the response all agents are busy.

It has currently been beyond difficult to get any assistance in this matter and one of the worst experiences I have had from an online order. This was not expected from such a reputable company and I would not recommend people to use based on my experience so far.

I cannot even find an email address to write to as the only one I found - [protected]@harveynorman.com.au came up as undeliverable.

I have no idea if my order has gone through, on it's way, mis delivered etc and no way to contact anyone to ask or even cancel my order.

Francesca Jones
[protected]
[protected]@hotmail.com

On the 25th August I Brought and Paid for a Breville Juicer on line click and collect and picked it up at Forster Harvey Norman...

So on the 26th I went on line though Click and Collect I thought, I paid for a Microwave $249 and noticed that $378 was taken out of my account, I rang the Forster Store to see what happened and found out the online people had charged me for another Juicer $129, they said they'd left a message with them to ring me which never happened
I found them online and sent a message no response
I found some compliant numbers for Harvey Norman which went no where than a [protected] wasnt a compliant number BUT Taree store
I sent a Compliant though an EMAIL and it come back though Postmaster as not sent
No one wants to help there pretty good at went things go pear shaped
But the Guy at the Taree store was a little helpful telling me to talk with a Dave from the Forster Store his said he'd follow it up
I so tired of people passing the buck
the people who work in on line need to take RESPONSIBILTY

Why is it taking days to receive a click and collect? I cant believe you think its somehow acceptable to take people's money (sometimes thousands) and then tell customers that its being "reviewed by security" then cut all communication. I'd expect that from a scammer, not a known business. Taking money with no sign of the product is theft.

The pram is advertised as airline cabin baggage approved but it is too big and too heavy. We understand that the product page stated check with your airline first, however, we could not do this because there are no collapsed dimensions on the product listing (please see screen shot). How can we check with the airline when there is nothing to refer to. As a result we based our purchase on the the phrase ‘specifically designed to fit overhead cargo storage of planes'.

Upon measurement at home the collapsed size is too big for at least 3 major airlines in Australia. It is also nearly 2kg heavier than advertised on Harvey Norman. As a result we feel this product is misadvertised because it is missing vital information. The collapsed dimensions are more important than the folded out dimensions.

We have been trying to resolve this since 12th August and we are extremely dissatisfied with the service received. I gave made 3 further attempts at contact (15/8/21- email no response, 23/08/21- call back requested, no call received to date. 24/07/21- attempted chat box, no response from agent).

Paid $2000 for a samsung s20, full warranty paid, phone won't charge, was told at time of purchase if I had any problems bring it in and we'll replace it. [censored], i'm a disabled pensioner and desperately need a phone but contrary to what I was told the phone has to be sent off for repair if possible then he tells me it will take 3weeks, ffs this is just wrong on so many levels, please help me!, I will post this plea on all forums, yours sincerely, j b truin

I ordered online purchasing items since 1st July and no response since then about my order. I've waited for almost 2 weeks for my order and no response. When called the customer service line, it took me almost one hour to reach the customer care officer, unfortunately, the item that I've ordered was not available and Harvey Norman did not notify me by any prior notice. They even asked for the replacement item since my order is out of stock, and I agreed to that since now it has been 28th July 2021, and I tried calling the customer care line, no response for 1 hour and the line terminated. Really disappointed with this online order.

Purchased 26/10/2020 at Harvey Norman Repos Cross. Went to clean it in June with the products from the care package and noticed peeling. Contacted Jodie Swanson who organized upholstered. He came scraped it and repainted . Told us to use towels and that medication caused it with perspiration added in. Received the report from Jodie that was the case. Nowhere does it say in the manufacturers notes does it say that. Since buying in Oct this would have been my fourth clean. I'm not happy as my last lounge suite chairs bought from Payneham Home Furnishings are still going after 40 years and are in pristine condition. I am disgusted with your products and decision and will be taking this to ombudsman
Andrea Weaver
19 Dieckmann Drive Gawler East SA
[protected]

I ordered a couch on Feb 27 2021 with being told that it would be delivered in April 2021.

I was then contacted by Jon to be advised that it will be delivered in early May 2021 due to a delay.

From here no contact has been made regarding the process or any further delay

Since then I have rang twice and have been told by two sales reps that the delivery is now in June 2021 (this is now 3 months waiting)
Then the department manager Jon called me back and was aggressive, spoke down to me and raised his voice and lacked customer service skills through out the call.
I had to terminate the call due to becoming upset and repeatedly spoken over.

He tried to tell me what I agreed to upon the returned phone call I gave him in March regarding the delivery of my couch.

He advised that the two other sales reps advised me of incorrect information in regards to delivery date of my couch. When in fact the one i spoke to today 11.5.2021 advised he checked with the suppliers and advised it will now be delivered in early June 2021.

Also when I called on Saturday 8.5.2021 I was told I would be contacted by the sales rep in which i bought the couch from on Monday which was not done.

I advised Jon that I had been told by the two other consultants that my couch is now being delivered in June even when one of them called the supplier today and advised i would be getting the stock in June 2021

I stated that information to Jon who advised it was wrong as apparently that information is not available and that only he as the manager can see that information which is conflicting and confusing for the customer.

Jon did not apologies for me being told the information by 2 previous sales officers just said it was wrong and he is the one with the information hence why he has the job role that he has.

I am upset and dissatisfied with the service I received through out the process.

I have never been spoken down to by a sales person who repeatedly stated his power of being a manager to me as a customer.

I would like something to be done in the way that I was spoken to and the option of a refund and the date that the stock is due to arrive as previously stated.

To Whom It May Concern,

I wish to complaint about the poor service that I received from your Company's representative on 26th April, 2021, in regards to the faulty Air Condition (AC) unit, that I purchased on 3rd March 2021 from your Harvey Norman KL East Mall outlet.

2. First up, I am complaining because I'm dissatisfied with the service of your Company towards customers. Yesterday, which is on the 26th of April 2021, I made a call to your Customer Service/Company regarding my AC that has been malfunctioning, since 1-week after the purchase date. Your Customer Service personnel who picked up the call, is Ms. Dhivya. I made some enquiries with her in regards to my faulty AC unit. When I asked her some information regarding the problem that I'm facing with my AC unit, she replied rudely saying that i should just call Samsung directly, without guiding me with any extra info to solve this problem. I believe that this response was quite ridiculous cause she's supposed to be well trained and well informed, since being a Customer Service personnel and at the front-end facing customers.

When I reported about the faulty AC unit, she had the cheek to mention that Harvey Norman will only entertain customers if we've purchased an Extended Warranty Programme otherwise the customer has to call Samsung directly. What type of reply is this?!? Is Harvey Norman being more interested in selling insurance programme as opposed to providing customers with electrical products and services? I believe your Customer Service personnel has not been well trained to manage customers and have lackadaisical product knowledge.

3. Next, i would like to complain about the faulty AC unit that I've purchased at your KL EAST MALL OUTLET. I purchased this AC unit on the 3rd of March 2021, and the next day the AC unit was installed. The unit was working fine initially, but started having some problems a week later. The air was getting hotter by the day. So, we called our contractor to investigate and solve the issue. The Contractor informed that that the AC gas completely drained. He checked the cabling, piping and re-filled the gas again. He did mention that it could be a faulty compressor or indoor unit causing the gas to leak. Again, the AC worked well for 2 to 3-days, and followed by hot air.

We then decided to complain to Samsung in regards to this faulty AC unit. They then sent in their Technicians to investigate the problem on 27th March 2021. They came in and did a visual check and inform that the gas was leaking and informed us to contact our contractor to rectify the AC unit. We then called in an experienced contractor to re-solve this matter the next day. He came in and repaired the AC (without opening up the compressor & indoor unit in order not to void the warranty) & charged us RM 350.00. The AC worked fine for a month and again the air was hot 1 weed ago.

We've contacted Samsung to investigate this issue and they've yet to send in their Technicians. With all the above problems that we faced over the preceding 2-months, we've have to deal with your incompetent Customer Service staff, as well.

We will be demanding for anew replacement of AC unit or full refund of the Purchase Price, based on what the contractor have informed us i.e. the leaking gas is not from the piping but from either the faulty compressor or the faulty is from the indoor unit.

I look forward to hearing from you as soon as possible to resolve this problem as my AC is still having the same problem over and over again.

I am attaching copies of my receipt other proof of payment and first service order for this official complaint.

Kind regards,

"Safety FIRST"

Kalaiarasi
General Manager
Human Resources & Administration
Weststar Properties Sdn Bhd
Level 5, Menara Weststar, Dataran Weststar,
Jalan Lingkaran Tengah II,
68000 Ampang, Selangor.
Malaysia

Tel : +[protected]
DL : +[protected]
Fax : +[protected]
Mobile : +[protected]
Email : [protected]@weststar-maxus.com
Website http://www.weststar.com.my

We ordered a couch from Harvey Norman Auburn store over 6 months ago (25/10/2020). As seen on the receipt (attached), we have paid a deposit of $480.00 plus delivery of $80.00 to receive the product. We have NOT received this product 6 months later and apparently still waiting with no idea when it'll be delivered.
A month ago I contacted the store, no one has contacted us about the product as it was not available at purchase. No one even knew what was going on with our order. We called again, and they told us they would let us know in a months time. We called a third time, they told us it would take 2 weeks and they would keep us updated on delivery.
However, nothing has been resolved, the customer service of this store has been appalling to make us wait over 6 months for a couch. The UZI sale assistant was not professional, and did not keep us updated with this issue. Why allow us to purchase something that isn't available and take our money and keep it for 6 months? At this rate, the amount of inconvenience it has caused I should be getting this product half price, or some good discount as this isn't acceptable. I have paid a deposit, with money I could have used elsewhere, to buy with a company who cares about their loyal customers for over 25 years. In such trying times with money post COVID, you need to be more considerate.
Please find a resolution of this, as it has gone too far.
I really hope that this couch comes to my place by the end of 2021.
The receipt is fading how old this purchase is.

Any furthers questions, don't hesitate to contact me about this.
Zeljko
Mobile: [protected]
Thank you.

I purchased the above fridge on 23.07.2020. Last Thursday 18.03.21 it stopped working. I have been calling everyday to numerous departments to get it fixed or replaced. It is now Friday 26.03.2021 and still no fridge. My mum is 84 years old and she is looking after my kids, we are in a new environment as we have just moved to QLD. I am in Sydney on business and they still have no fridge. This is unacceptable.

[protected]. Email - [protected]@optusnet.com.au. Warrawong NSW store.
My husband and I (pensioners) paid $4160.00 for 2 x 3 seater Luximo black leather lounge suite. We ordered these on 3rd June 2020. It took until November to receive these. On receiving the goods they were faulty with the arms being squashed in transit, puckering in the seat and a circular imprint on another seat. We complained to our local store and they sent an upholsterer out to take a look. He agreed it was inferior and reported back to the store. The person we were dealing with Charlotte hadn't kept in touch so we rung and they said she had been moved to another area so if we hadn't chased we wouldn't have got anywhere. We were now being looked after by Judy. They agreed to replace it and they had another 2 in stock. We received the next 2 and the delivery drivers opened them up on our driveway so we could check them before bringing them inside. Again the stuffing in the arms were squashed again and the base was scratched. This was slightly better but we weren't prepared to take delivery. The drivers rang the store and advised them and they gave my husband the phone and instructed him to take delivery and send photos and they will advise us of the next step. I sent photos within an hour of delivery. I emailed Judy when I had no response and she said they will look at the photos and let us know in a couple of days. A week later my husband rang and she wasn't available but she would ring him back. No call. I emailed again, no response. I then phoned again today and she wasn't available and she would ring me back. I said I was sick of hearing this and the staff member
said someone will definitely call me. I then got a phone call from Joseph. I could not believe how rude he was on the phone. I asked him what was happening and he said nothing. We are not doing anything, you have had them replaced once and we are not going to do anything. You don't see the scratches and the stuffing will eventually bounce back. I said that was rubbish and if we were to keep them I want compensation and he said you are getting nothing. We have replaced them once and we are not giving you anything. He was so arrogant and rude. I told him I was taking this further and he couldn't care less.

We have complained via messenger and it was sent to the Corporate Compliance Team on 17th February with no response.

We are so upset by the product, the service and the lack of customer service from Harvey Norman. This has upset us SO much that we do not want to ever deal with them again. Our friends and family are also shocked at the inferior product and said they won't be buying furniture either.

I came in to the Tweed Heads South store to purchase a stand alone computer and met staff member Teirry. I asked for the computer I wanted and he got that but procceded to get surge protector, microsoft office suite, virus protector and than told me it would be $2300. I said I don't need all as I didn't have that much money that I just want extra warranty, he asked how much I had and than got the price down to $1600. The computer was $1299. I thought the rest was warranty. When I was looking at receipt later I realized he had charged me $99 for virus protector. I still can't work out by receipt how long my warranty is for. Not happy at all with his pushy salesmanship. My invoice no. is: 1443776. 4/3/2021.

My complaint is recently I bought nearly $23, 000 worth of goods from harvey Norman Launceston, 2 fridges, washing machine, deep freezer, dishwasher, oven, cooktop, microwave and a ranghood on completion of the purchase I asked the salesperson what value bonus cards are we entitled to because I've seen the adds on TV if you spend x amount of dollars harvey Norman will give you bonus cards, my answer from the salesperson was sorry there are no bonuses available for your purchases, so if this is true after spending nearly $23, 000 harvey Norman stores will never have my business again, I'm a very unhappy customer. Kerry. [protected]@gmx.com