Harvey Norman
Reviews and Complaints

I bought a Haier Washing Machine on Friday 12 February 2021 at Harvey Norman store, South Nowra. I set it up in our laundry in Bomaderry and then I asked my wife to run a short wash to try it.
The machine was very noisy and and vibrated very very strongly. Thinking that the washing load was maybe too large, my wife answered that it was very light. We checked it again to day for the second time. Same story.
I contacted Harvey Norman to return the machine for another one and was told that it had to be checked first by a repairer.
When? How long? What about my washing in the meantime?

The machine cost $545.00 and was problematic from the first trial.

Sold me a TV advertised 'on sale' then 8 days later they wiped 30% off the price, but because that was later than their 7 day 'policy' they couldn't honour it.

I feel cheated because they had advertised it as being 'on sale' but if they had clearly planned to reduce it even further, then was I actually paying the fair value for the product? Certainly doesn't seem that way.

They may have that policy in place but it really doesn't seem fair under the circumstances.

Ordered 3 of these online as they said they had them in. Sandisk extreme pro 170mb/s sdxc uhs-I memory card - 64gb
Product code: 4374077
When I arrived to pick up only 2 were there. They said they would call me when the next one came in. Over the past 10 weeks I have emailed weekly and the online purchase people have emailed me saying they would get store to contact me but no one ever has
This looks bad on me as I ordered for my company and paid with their funds and they don't have the product.
Today after still no response, I called the store and after transferring me 3 times let me know the item was there and I was meant to be sent an email.
The customer service has been extremely poor from the moment I came to the store, to this happening

I bought a Mavic pro drone from Harvey Norman Cairns. The sales man said I could pay the drone off and have it insured by using the flexi rent option. I have now been told by Flex rent that after paying two years worth of repayments I don't own the drone and If I want it I need to pay the fair market value of $700. The sales man declined to say this. I will never use Harvey Norman again as I feel I have been tricked. I am furious after spending so much with Harvey Norman over the years.

I purchased 2 sofas from auburn flagship store. when they finally arrived four months later both left arm rests were twisted out of shape. the display unit in the store had no such problem or I would have never purchased them. please see pictures, one is the disply unit and the other one the twisted mess I actually received. I seem to be getting nowhere fast with the store management. my report reference is nick amoroso 3075018. the left armrests on both sofas are twisted. the second photo is the display unit in the store, as you can see there's no faults in that one. my number is [protected]

Purchased a set of speakers and AV receiver from Harvey Norman online paid over $2000 and after 7 days was told that there was no stock apart from a shop floor set of speakers which is of cause second hand. Not much good if you don't have a receiver. I was told over the phone that they can't issue a refund because I purchased online and you would have go there to get one. After navigating their website there's no where on there to lodge for a refund so I guess I just donated 2000 dollar to the Harvey Fund

My deep concerns involve the whole process from the begin, not with the purchase of the carpet. The installer (Senior salesperson) organized a carpet layer for the job (Ken Rees from Hobart branch) he looked in his to see who was available and sorted an experienced person by the name Vinnie Mc hubo. On the day 7/9/2020 the carpet layer started the job but not the person we settled on (Vinnie), he finished the job on 8/9/2020 at 6.40 that evening, we went through together having a quick look at what he did, because the light was poor and he had left a mess, it was hard to see with off cuts, fluff, and used blade and staples laying around in all rooms, passage, staircase, I told him I wasn't acceptable having such a mess he left behind its hard too see. He missed a step down stairs that he said wasn't included in his job sheet, I said it was, so he told me he be back to finish by the end of the week. By Fri 11/9/2020 I didn't hear back from him so I rang the landline too Harvey Norman carpet to speak with Ken, he wasn't in the shop. Monday I went to see Ken about my concerns, he organized Josh to come and finish + other issues I found too repair. Ken called me that evening to say he can come on the Saturday morning, Knowing I couldn't be there, Josh the carpet layer was to ring the door bell and my father was to let him in next door. On the day he came he messaged me twice too let him in, I got the voice message about 10.30 am. I got home and my father told me he didn't turn up. I went to see Ken and on the Monday to find out why he didn't come too the door on Saturday. I was upset with Ken's response, I ask Ken to come and have a look at the job he did and agreed with the issues I had and accepted my request to come around a clean up the mess Josh left behind, Robert Gillie the other Salesperson stepped in and offered he's father who is retired to come and finish on Thursday 17/9/2020, Wednesday 16/9/2020 Ken came too clean up the mess, before he start I ask him if he saw other repairs too let me know, he left before finishing, downstairs (4:50 pm) stating he had a quote to do and didn't have time to finish.
Roberts father arrived Thurs only spending one and half hours and didn't finish, I messaged Robert and told him he was struggling and he's work was too much for him on his own because of his health. Fri 18/9/2020 Robert's father came with another person, I was surprised they left with out telling me. I inspected the work, with the repairs to the passage and staircase, they hadn't Finished. Robert messaged me saying they had finished and if I wasn't happy to see their boss, I took photo's and saw Steve Gillbee he wasn't happy what he saw and rang Josh to fix the job, that same day 18/9/2020.
The new Tenants arrived with some items. Monday 28/9/2020, they told me upstairs bedrooms needed a bit vacuuming, they brought to my attention too one bedroom where some more adhesive was found and next to it was a 3 cm by 3 cm indentation, which was hard and stuck to the floor from underneath, with a spec of adhesive in the middle of it. I took photo's and went to see Steve Gillbee. He rejected the idea it was them who did it and said they don't use glues, and it was me who did it not them. I told him its an adhesive, the same as it was on the staircase landing. I sort advise on it, I had a piece of carpet cut by Josh but I had a hard time resisting Josh in taking it off me, he didn't want me to have it. Shortly after that I went to see a different Carpet layer that confirm that it was called Foam Polyurethane Adhesive, commonly use for smooth edges where nails can be used and for other uses too. I do have photo's and messages saved on my phone, for further action if it comes too that

To who it may concern,

I'm writing to you to explain bad customer service we had at Midland store today.

I came by today with my wife and son at Midland store to buy set of dining table for my outdoor area.

We bought a dining table, Tv Cabinet and bed frame from Midland store before and we had an excellent customer service at that time.

Today the customer service lady (emmie) was extremely rude, cold and snap at us for no reason. She sat on her desk the whole time and reluctantly even to show us around what we needed, when we finally saw what we wanted, I asked if I could get the delivery fee included, she then gave us a dirty look, was unhappy and disgruntled. She did not even answer us and just kept staring at the computer screen. The whole time when were there we were treated with an insult and sour face and her customer service was VERY appalling towards us and also for other customer around who witness that kind of behaviour.

I'm however open for discussion and to discuss this further. She (emmie) really ruined our day to caused such an insult and to be treated that way as a customer who walked into your store and was hoping to be treated with respect. Customer service desk should not be her post to start with if Harvey Norman Midland would like to have happy customers walking out from your store.

We end up walked to A-Mart furniture store and purchased $1800 furniture set from them instead. We were so welcome with an open arms and smile. They took us around the store and showed us what we need.
Harvey Norma

I hope to hear from you for the outcome, I will be posting this experience to social media.

the above was send to [protected]@harveynorman.com. au
face book but nothing heard or any attempts to solve this issue. n has a lot to learn from A-Mart Furniture, this is our honest opinion

Sorry but this msg is a waste of my time they dont care but if one person goes else were to spend there hard earnt or money they save you now what I mean and im on a pension the service is absalout crap I mean I went in to spend enough to refuburish a house to a excent no one helped they just ect computer tried to shove every thing in with it includeing a norton virus for 10 computers nowing I needed the least costing almost 400$ a joke and the rest cost more the computer tv bloke asian couldnt help just wanted off load tv that was 2 days later discounted cause new one was out said nothing eridge microwave just rushed us no help ask for a deal pensioner or not they couldnt care less worse shop ever again im upgradeing never will I go to harvey norman all [censored] him harvery on shows to catch out his employers under cover all [censored]

Harvey Norman is a total joke. Do not go here because it's going to be one headache after another.

We ordered a fridge with delivery online. I got an email from them confirming the transaction but not the receipt. So I called them to ask when the couch will be delivered and told them that I didn't get a receipt They kept asking me for the purchase number on the receipt. I can't count how many times I had to explain to them that I don't have the number since I never got a receipt! But the money was charged to my credit card. So basically it took about a month for them to acknowledge that yes, we did in fact buy a fridge from them. Insane! To think a company can just take your money like that and then you have to convince them that you didn't just donate the money but you actually want what you paid for. Their response time was ridiculously slow until one day (after we actually got the fridge) we got an email stating "We noticed that you didn't pay the delivery. Please pay asap and let us know when you have done so". Just awful customer service. Even if we didn't pay the delivery, you can't write things in that tone. But we did already pay the delivery which just shows their system and people need a serious upgrade.

Anyway, that was the online experience which is 5-star compared to their in-store experience. We bought a bed and mattress. The lady, Useless Employee #1, there had to type stuff into they system for 20 minutes after we told her that we are buying the bed and mattress. Coming from North America, no store would survive for more than a week with that kind of service. So now that she typed all this into the system, we had to go to the front and pay for it. Once we got there, we paid for it but noticed that the delivery fee was much higher than it was for the fridge. We asked the other lady behind the counter (she's the only nice one in this whole story) and she pointed out that there should be no delivery fee since we ordered above a certain amount. Now we had to wait for Useless Employee #1 to fix this mistake and that took another 45 minutes.

The bed and mattress should've been delivered in 4 to 6 weeks. After 6 weeks, I called them, on a Thursday, to ask when is it going to come. Lucky us, Useless Employee #2, let us know that it just arrived today! They just need to scan the items into their system and then deliver it on Saturday or Monday. Nobody called or showed up so Monday so I call them again. This time I get Useless Employee #3. When I told him that we were waiting on a delivery, he was completely stunned because they never even received the bed from the manufacturer. He asked who told me that and I said Useless Employee #1 said it would take that long. He said that she's new and basically doesn't know what she's doing. He said he'll look into it and called me back 5 minutes later. He apologized for the confusion and said that the bed arrived today and they'll deliver it tomorrow. So I stay home waiting for it. Again nothing. No call either. I call back and this time I get Useless Employee #4. Again, he's completely stunned because he says that they haven't even received the bed. He asks who told me that and I tell him Useless Employee #3. He says that he's new and doesn't know what he's doing. So he checks in the back and says that they actually got 4 of them but they're all damaged so he'll find out when are they going to get a new shipment. An hour goes by and Useless Employee #3 calls and says that the Useless Employee #4 got confused and that they have a good one with our name and it will be delivered tomorrow. I stay home again and once again, no delivery or phone call. I call them back and get a lady who again has no idea what I'm talking about and puts me on hold. She comes back and apologies for this and says that they can deliver it in a couple of hours. And they actually do! Hallelujah!…. except the headboard is missing. The delivery guy calls someone and say that we didn't buy the bed with a headboard. The friggen price tag was on the headboard so I know I bought that.

They admitted that I actually did buy a headboard and that it would come in 6 weeks. The headboard finally arrived but the original bed frame they gave us is not meant for a headboard so you can't attach it. We are now speaking to Useless Employee #5 who says "Thanks for your patience" and he'll check if they can come with a screwdriver and add the missing piece to our existing headboard!?

This is 3 months after ordering the bed frame. I want at least a 50% refund and the bed frame that I ordered.

On Friday 17/04/20 I purchased an Apple Watch Series 4 for my partner for her birthday. She set the watch up on Sunday the 19th and all appeared to be OK. On Monday the 20/04/20 she wore the watch while she went in the pool at home. She had the watch swimming feature on and the watch died immediately. I took the watch back to the store where I purchased (Bundal QLD) and they advised me that because it was a water related issue they had to send the watch off to be evaluated. They explained that they (Harvey Norman) need to be assured that Apple would reimburse them for the cost if a replacement was issued. I think that this is a matter for HN to address with Apple and not a problem that should flow down to the customer. I purchased the watch from HN NOT Apple! The bottom line and facts are that I purchased a product that had a swim function and the product failed. It was within 3 days of purchase that the product stopped working. Now they (HN Bundal) have said I could take 2-3 weeks for us to have an answer on what will occur. When you spend near $700 for a product and are simply told that it's bad luck, it's not good enough. I am a regular customer of Harvey Norman and walking out of the store yesterday I was outraged that I was simply dismissed on what appears to be a pretty clear case. Further more, during my time in the store I was told that If I hadn't told them about the water related issue and said " it's just not working" they would have replaced it straight away. Serious! In other words if I had lied I would have got a better outcome. Terrible service.

I will be seeking other complaint avenues if this matter is not resolved promptly.

Not happy.. R.O

Team Harvey Norman,
On 5th of April, I bought a vacuum cleaner (Product code: 1009469) and a fan (Product code: 1023397) online which were both labeled as 'in stock' (Order number 72307)
While the fan arrived within a few days, the vacuum cleaner was crossed-off the bill and labeled as 'canceled'. As no refund for the vacuum cleaner was made, I subsequently contacted Harvey Norman's customer service.

7th of April: Request sent to customer service regarding new delivery schedule

15th of April: Received feedback that 'the Harvey Norman online team' is looking into it and that I 'can expect to hear from them within 48 hours'

18th of April: Up until that day, no feedback has arrived. Checked online - the product I have been waiting for two weeks is still labeled as 'in stock'

I request an answer on:
- Is the product really in stock - and if yes: when will it arrive ?
- If not - when will Harvey Norman refund ?

Regards,
T.L.

Please find letter of complaint regarding my experience with Harvey Norman Auburn Store:
Due to overseas guests and a Christmas break I have been unable to attend to this matter sooner.
I look forward to hearing from you in a timely manner so as to resolve this problem.

Attention: Harvey Norman Customer Service 14/1/20

RE: Carpet purchase. Stuart Renton INVOICE MODIFY NO.2887785 purchased from Moe Saed, Harvey Norman Auburn.
My wife and I recently purchased carpet and underlay from Moe Saed, Harvey Norman Auburn and it was installed in my home between 05/12/2019 and 07/12/2019. The below outlines the discrepancies between what was ordered and installed which requires attention and rectification by Harvey Norman.
The carpet we were looking to purchase came with a Cloud 9 Cirrus 8mm foam underlay. During the decision making process, we saw the same carpet with a higher quality 10mm underlay at a competitor store for $56 per square meter. The Harvey Norman salesperson stated they would price match this with a 10mm high quality underlay as I had already had the carpet measured, paid a deposit and would get the carpet sooner. The next day I called into the store to finalize the sale, in this discussion I stated I did not want a poor underlay as I would be removing an existing Dunlop invincible one 90kg underlay to get the carpet warranty. His reply to this was: "We would not do that. This is Harvey Norman's Flagship Store, not any carpet shop on Parramatta Road, We have a reputation." As Harvey Norman only had 8-9-11mm in their Dunlop residential Cloud 9 quality underlay range 8mm 75kg density and 9mm 95kg density. He would get a 10mm Bridgestone underlay of 90-95kg density or even higher because it was 10mm thick. Not being an underlay expert, I took from this that the Cloud 9 range to have the same foam density and quality and the depth only changed the kg density rating. So a 10mm same quality residential Bridgestone underlay would be minimum 90-95kg density this made sense. I took his words to be true, so I signed the contract believing I would get the Bridgestone 10mm underlay of minimum 90-95kg density, and paid a further $1500 deposit.
On the 5th December 2019, installers arrived at my home to lay the carpet as agreed. Once they had commenced work, I queried the underlay as it did not appear to be of 10mm thickness. Having worked in the building industry as a carpenter for over 50 years I could see this immediately. The installers assured me it was definitely 10mm in thickness and kept working. I then measured the underlay myself with a digital caliper and found it to be only 8mm. Only then did the carpet layers cease installing. The carpet layer contacted his manager telling him I had an electronic measurer stating 8mm. The response I received from the manager was that the 10mm Bridgestone 90-95kg was unavailable being locked in Harvey Norman's warehouse, so they had brought 8mm Cirrus to get the job done. I asked the installers to leave while I contacted Harvey Norman again to obtain the correct underlay being told they would try reschedule for Friday and call back to confirm, I was contacted by the Carpet Manager who informed me the carpet installers would arrive at 6:30am on 7TH December 2019 and the underlay would now be a 10mm generic brand with 80kg or slightly less density. This was not the agreed "Bridgestone 90-95kg density underlay. I had overseas visitors coming to stay on the 10th December and could not delay the installation any further so agreed to the generic underlay as he described it.
On 7th December, the installers returned to complete the job with the 10mm underlay. Upon completion of the install and the carpet layer saying that is Bridgestone underlay this time, I could immediately tell by walking on the carpet that the underlay was not of good quality. I contacted the Customer Service department of the generic brand that had been installed to enquire about the product. I was informed by them that it was their entry level underlay, Airstep yellow project 10mm 60kg Density - the Builders Special. They advised me to contact their NSW rep for further advice. I contacted the rep and informed him I had project 10 installed in my home, asking him further about the quality and was informed it was their entry level and would start to flatten in the walk ways after a year and furniture would leave permanent indentations. He asked who the installer was, when I told him it was Harvey Norman's Auburn store he queried "are you sure because this is not the quality of underlay normally used by Harvey Norman in residential homes, let me contact the store to find out if this was the underlay used". He then phoned back stating it was definitely the underlay installed and added" "Good Luck with Your carpet". Following this confirmation, I made a few notes of the conversation I had with Moe Saed on the day of ordering.
Later I visited Moe Saed at Harvey Norman to discuss rectifying this situation. Reading my notes of our conversation on the day of ordering, he denied that we ever had this conversation; he got to the part about Harvey Norman 8mm kg density. He jumped to his feet, and rushed across the store and back with an underlay sample putting it in front of my face saying "this is Harvey Norman's 8mm underlay which is 65kg and you got 10mm underlay at 60kg that is near enough." May I also say that he then proceeded to keep my notes and not return them to me, Saying "I'll keep these (my notes) and you take that " pointing to the invoice (No. 2887785) which noted underlay with no density, just stating 10mm foam underlay. (Please find attached a copy on my notes as per our conversation)
I contacted another Harvey Norman store, spoke to someone in the carpet department and was informed Harvey Norman only have 3 grades of underlay they use for residential laying which is Dunlop Cloud 9 range, minimum is 75kg, therefore why was I given the 60kg generic entry level underlay?
To summarize
• I now have a carpet with a 15 year warranty and an entry level underlay that will not last 15 years, not what I paid for or expected. The carpet ordered was $3998.61 with a Bridgestone underlay of minimum 90 - 95kg density and 10mm thickness.
• The first attempt to lay the carpet involved substitution of 8mm underlay instead of Bridgestone 10 mm 90-95 kg density and staff intentionally misleading me about the depth.
• Before the second attempt to lay the carpet the Harvey Norman carpet manager informed me the underlay had changed to a 10mm Generic Brand of Underlay this time of 80kg Density or a Little Less. (Not the Bridgestone 10mm 90-95kg density underlay that is in the Harvey Norman warehouse.)
• I then found out the carpet was installed with a generic, entry level underlay of 10mm 60kg density. This is more than a little less and I assume the cheapest. The rep confirmed it also flattens in walk ways and any furniture causes permanent indentations after 1 year.
The Harvey Norman sales manager was unwilling to assist me with fixing the issue.
I am extremely unhappy with the quality of the product I have had installed in my home as well as the way I was inconvenienced and treated by your staff at the Auburn store. The manager made no attempt to assist me with a solution after the installation of an inferior product had taken place, not the product which I had been promised and paid for. I am appalled at the experience we received which certainly does not uphold the reputation that Harvey Norman has, and particularly from the staff who claim it to be your "flagship store". At this stage I believe I would have received better service from "any carpet shop on Parramatta Road". I expected that Harvey Norman would be able to provide me with a higher level of customer service, to ensure that I would receive the product I ordered.
I am requesting that the carpet is re-laid with the higher quality, 10mm and 95kg underlay, to rectify this situation and deliver on what I was assured I would receive at the time of signing the contract. I only request that I receive the product I have paid for. I believe this to be a reasonable request and hope that I do not have to take this matter further.

Regards,

Stuart Renton.
Contact Details:
Email: [protected]@bigpond.com Mobile: [protected]

22/11/2019 - Discussion notes on the day of deposit
Attention Mo.
AFTER YOUR PRICE ON PUREBLISS 195FD LAID CARPET
I CHECKED THE OTHER CARPET STORES I GOT A PRICE OF $56PER SQUARE METRE ON THE SAME CARPET WITH 10MM GOOD QUALITY UNDERLAY. YOU SAID WOULD PRICE MATCH.
WHEN WE FINALISED THE PRICE I STATED I DIDNT WANT RUBISH 10MM UNDERLAY. YOU SAID WE WOUD NOT DO THAT.
THIS IS THE HARVY NORMAN FLAGSHIP STORE. NOT ANY CARPET SHOP ON PARRAMATTA ROAD. WE HAVE A REPUTATION.
YOU TOLD ME YOU WOULD GET 10MM BRIDGESTONE UNDERLAY THE SAME DENSITY AS HARVEY NORMAN 8MM 90 OR 95KG. DENSITY, OR COULD BE MORE BECAUSE IT WAS 10MM.
I TOOK YOUR WORD TO BE TRUE.
THE 10MM UNDERLAY THAT WAS INSTALLED I FELT IT WAS VERY SPONGY AND NOT ENOUGH BODY THEREFORE I RANG UP AIRSTEP MANUFACTURE AND THEY INFORMED ME THE QUALITY THAT HAS BEEN LAYED IS 60KG AIRSTEP YELLOW NO NAME .WHICH IS CALLED' AIRSTEP YELLOW PROJECT 10 ‘ NOT WHAT WE AGREED ON .