Harvey Norman
Reviews and Complaints

I'm writing to you with regard to the absolute deplorable service I received at your Fountain Gate store on 31 August.

I suffer from chronic neck and back pain and needed some new pillows which I purchased on clearance through your website - with a total of $80 spent - the night prior on Thursday 30 August.

On Friday 31 August I received a missed call from ‘Scott' who advised that the pillows were ready for collection. I came into the store in the late afternoon/early evening and Scott was called to the register. When I told him who I was he made the remark "I called you and left a message but you didn't answer nor did you call me back". Firstly, he called at 9.20am, I was at work like the majority of Australians at that time. And secondly, there was no request for a call-back in the message, only a notification that the pillows were ready to be picked up.

I took the pillows from Scott in good faith - I didn't inspect them - and put them in my car and drove all the way to Balwyn where my parents live. (My father was in the Epworth hospital undergoing surgery for cancer on his leg and we were spending Father's Day in the hospital).
It wasn't until I bought the pillows out to show my mother that I noticed the casing had been popped along the seem line and there were four puncture holes in the plastic along the front of the pillow, the bottom one so large, the pillow had ripped and torn a large hole in it (see attachment). For this to happen, a huge weight would have to have been applied to the pillow, I suspect some sort of machinery like a forklift - the weight and 4 punctures in the casing. As it was a clearance item, I suspected it had happened in the warehouse.

So I called the store and ‘Kayla' answered. I told her what had happened and she advised that her manager Scott wasn't in however to bring the pillows back to the Fountain Gate store the following day. Although this was completely out of my way, I drove the 50min trip back to the Fountain Gate store on Saturday 31 August, picking up my partner along the way.

I was greeted again by Scott who was hostile right from the start. I explained exactly what had happened as mentioned above. Scott started to argue with me that he inspected the pillows himself and was adamant they weren't given to me in this state. I advised him kindly that perhaps the damage was done in storage as they were a clearance item. Scott snapped back that they weren't a clearance item and had only been on the shelf for a week. I pulled out my phone and showed him the Harvey Norman website where it states they are clearance, where I bought them from (see attachment). This stopped him in his tracks and he started tripping over his words stating that he didn't know why it said clearance, that this was new to him.
I then explained that for this kind of damage to happen, something extremely heavy had either dropped or been pressed down on the pillow as the casing the pillow was in had popped. I advised that I drive a Suzuki Swift and it is humanly impossible to fit something in my car with that much weight to have caused that kind of damage (see attachments). I stated that I did not do this, that this pillow was given to me like this. Scott started stumbling again and replied "I'm pretty sure I didn't give this pillow to you in this condition". I replied again that I did not do this. My partner then jumped in and stated that I'm a small girl of 5'2", I don't have the strength cause this kind of damage. Scott advised he would go and speak with his manager.
When he came back he advised that his manager (female) stated that the pillow wasn't damaged when it was given to me (she didn't give the pillows to me so I have no idea how she can make this statement as she wasn't even there). Scott then said "I definitely didn't give you these pillows in this condition". My partner stated that "Harvey Norman is a big company and this is over a $40 pillow, what happened to the customer is always right?" He also brought up the fact that we had purchased a $2, 000 fridge from Harvey Norman a few months ago and were sent the wrong fridge leaving us without a fridge for a number of days. I pointed out that Harvey Norman's track record for competency hasn't been great.
All Scott could reply was with "I didn't give you this pillow in this condition". I was furious by this stage. I suffer from severe anxiety where I break out in a rash all over my face - this started to happen. I asked Scott directly "so what you're saying is you're not going to do anything about the damage to the pillow caused by your company?" He replied no. So I took the pillows and stormed out as my anxiety was at an all-time high and my face had burst into a rash.

Once we were back in the car, my partner stated I should speak with Scott's manager. I just couldn't do it as my face was burning so he went in for me. The staff were already talking about us as one of the staff was signalling to the 2 up manager that my partner was coming back in. It was here he was met wit the female manager - she never gave her name and even hid her badge by turning the lapel on her jacket over. My partner Matt reiterated everything I had explained to Scott, as well as my mental health and the fact that I had driven all the way from Balwyn as my father had cancer and was in hospital for an operation. He was met with even worse hostility than I was with Scott. Matt reiterated what I had explained to Scott, however she wouldn't listen. She stated that she had checked the pillows personally and that I had caused the damage.

So, the in the first story we were told was it was Scott who had ‘personally' checked the pillows before handing them to me. Now the story had changed and it was the 2 up manager who had personally checked the pillows before handing them to me. It's quite obvious that neither had performed a quality check on the pillows and had just made up a story to cover their incompetency. They also had no idea that the pillows were a clearance item.

On top of that, why was I told to drive nearly an hour to come back to exchange the pillow if two managers had ‘personally' checked them and believed them to be in perfect condition?

Lastly, I drive a Suzuki Swift. If you are unfamiliar with this car, I have provided pictures showing just how small the car is as well as the space inside the car where the pillows were placed. It is physically impossible for me to fit anything as heavy as what as caused the damage to the pillow.

I'd like someone to get back to me asap regarding this. I would have sent this earlier but my father only got out of hospital last week and I've been helping my mother with his care.

I made 2 orders at Harvey Norman IPC Ikano on 4th Aug 2019 with order no 2397993 and 2569430. Both orders delivery date appointment was initially on 30th Aug 2019 and delivery location is at Pasir Gudang, Johor.

However, on 29th Aug 2019 10.00AM, I received call from Harvey Norman (+60377321688) saying that only order no 2397993 will be delivered on 30th Aug 2019. Order no 2569430 delivery need to postpone to 3rd Sep 2019 due to the Harvey Norman representative said that limitation on lorry to travel on highway during public holiday.
On 29th Aug 2019 6.00PM, I received call from Harvey Norman salesman (800067 Mohd Firdaus Rafiey) saying that order no 2397993 delivery need to be postpone to 6th Sep 2019 due to defect issue.
On 1st Sep 2019 10.00AM, I contacted Harvey Norman salesman (803483 Wan Lela Abdul Aziz) to inquire regarding order no 2569430 delivery if it was affected due to order no 2397933 was rescheduled to 6th Sep 2019 since both order delivery was link together.
Initially, she does not aware that order no 2397933 was postpone to 6th Sep 2019. After I informed her, she proposed to reschedule also delivery of order no 2569430 to 6th Sep 2019 to combine both order delivery. I agreed to combine both order delivery on 6th Sep 2019.
On 5th Sep 2019 9.00PM (less than 24hours notice), I received call from Harvey Norman representative (Vivian +60122455658) saying that only order no 2397933 will be deliver on 6th Sep 2019. Order no 2569430 cannot be delivered as per plan due to logistic team forgot to load the furniture inside lorry and the lorry already left for delivery.

I said to her that the latest delivery time that I can accept for order no 2569430 is on 7th Sep 2019 3.00PM since after that I will not be available to receive the furniture.
I would like to request for refund of order no 2569430 if the item cannot be deliver by 7th Sep 2019 3.00PM.

Thank You

I deposited the tab for warranty repair more than a month back and yet to resolve the issue. The person responsible for it says it might take even longer. As I expressed my frustration while I purchased it with product care, he repeatedly stopped me and used aggressive language over phone. It is very unfortunate. Please ensure I receive the product back asap and the guys responsible for customer services go through some training on how they should deal with customers who might come with some tiny products even...
Thanks
Syed Sarwoer Rashid
[protected]

Hi
My name is Daman and recently we bought Ariston range hood and oven.

We have had too much problem with both products.
The day we installed rangehood we noticed it was too loud. Louder than normal. And oven gas was noisy too with vobly burners.

We straight away contacted arisit service centre in Dandenong south and spoke to Tracey.
We also informed store Harvey Norman.

Technician was sent out to check it out. He noticed and acknowledged problem with rangehood but managed to fix oven.
He advised that he will bring another rangehood from service centre and replace it.

Upon bringing new piece he acknowledged that was faulty too and told us try to change your exhaust pipe.

However our rangehood was installed by qualified electrician and exhaust pipe was correct .

We contacted Harvey Norman and Dandenong south store many times to get it fixed however we got told warranty is voided since there TECHNICIAN told them faulty exhaust pipe but he told us product no good.

Again few days ago I requested arisit Dandenong south that rangehood motor has started varying speeds at times and there could be a risk of short circuit and oven' s colour had started coming off.

Without even sending technician they sent me an email that my warranty is void. And was told DO WHAT EVER YOU WANT TO.

All these products are brand new and I haven't even started using oven . We are only using gas at the moment.

Now they are asking me to send pictures of oven where it is loosing colour.

I am so frustrated and i am sure that they will again find some problem in us and tell us nothing wrong and DO WHAT EVER YOU WANT TO.

We never expected this kind of service from big brand like Ariston.

I request you to look into the matter and refund my money.

For safety reasons we have already taken rangehood off and installed new range hood with existing exhaust pipe with no problem.

Your early response will be appreciated.

Thanks
Daman

Kind Regards

Daman Singh
Mobile: [protected]

The process of trying to confirm a great price as a consumer through Harvey Normal lacks the simplicity needed for customers.

In trying to complete my purchase of my cart [protected] (Ryan Luhan - [protected]@hotmail.com) on the 08/02/2019 I was offer $600 for the full price of items over a 24 interest deal which I was happy to accept. In completing the cart purchase I did not have my Go Mastercard card however do have the account nubmer.

In calling the store to make the purchase in Campbelltown they then advised they could not offer me the same price as online and offered to explain to me as a customer all the rules they are under as separate franchises that extended to different departments in the store. e.g furniture is separate to TVs, Tvs is separate to computes.

This was completely unprofessional as someone who is looking to make a purchase of $600. To be honest, your branding and the name on the store of Harvey Norman from the outside is one unified company, however as you operate on the inside is very different.

I went online that night to make the purchase and found the link was not valid. So I got on the chat and asked to refresh and recreate. When it was action it was now $650. A $50 increase just like that. ( completely unprofessional even more )

When asked trying to explain the consultant had no answer ( this was my second chat that night as when I asked the first one they disconnected the chat completely)

I then asked

"so your telling me in 24 hours time all deals by harvey norman as a company can change in circumstances and monetary value"

and

"you don't provide customers the reliability of keeping your word longer than 24 hours "

the reply I received was shockingly disappointing which was

that is correct as our offers that we make custom expires within 24 hours

we cannot offer that price after 24 hours.

Please also see the lack of transparency and action throughout my process of the transcript below from your staff. I do expect reply and follow up action from this experience promptly

Kind regards

Ryan Luhan
mobile [protected]

at 21:46, Sep 2:
Thank you for choosing to chat with us. An agent will be with you shortly.
Info
at 21:46, Sep 2:
Hello welcome to Live Chat my name is Patrick. How can I help?
Ryan
at 21:46, Sep 2:
Patrick
Ryan
at 21:46, Sep 2:
mate I was just cut off from a conversation
Ryan
at 21:47, Sep 2:
so unprofessional just as I was asking about my deal
Ryan
at 21:47, Sep 2:
and very upset about this whole purchase
Patrick
at 21:47, Sep 2:
hI how are you
Ryan
at 21:48, Sep 2:
not well have been better
Patrick
at 21:48, Sep 2:
what is the item you want?
Ryan
at 21:48, Sep 2:
I was give my total purchase yesterday on cart
Ryan
at 21:48, Sep 2:
number [protected]
Ryan
at 21:49, Sep 2:
on a 24 month interest free deal for $600
Ryan
at 21:49, Sep 2:
Im approved for a GO Mastercard account
Patrick
at 21:49, Sep 2:
sure one moment and see what i ca ndo
Ryan
at 21:49, Sep 2:
I link I understand is only good for 24 hours.
Ryan
at 21:50, Sep 2:
And my actual physical card was sent last week and spoke to the provider today so should be here tomorrow
Ryan
at 21:50, Sep 2:
I wanted the link active so when the card comes I can complete the purcahse
Ryan
at 21:50, Sep 2:
and pick up the good on my way home from the campbelltown store
Patrick
at 21:50, Sep 2:
https://www.harveynorman.com.au/applymyoffer/W9RZWCGW8MFDJ0LR
Ryan
at 21:51, Sep 2:
its saying $650.
Ryan
at 21:51, Sep 2:
the deal with the consultant was $600
Ryan
at 21:52, Sep 2:
was speaking with NIck
Patrick
at 21:53, Sep 2:
One moment
Ryan
at 21:53, Sep 2:
thanks
Patrick
at 21:54, Sep 2:
he offred you $780
Ryan
at 21:54, Sep 2:
who was I speaking with yesterday
Ryan
at 21:55, Sep 2:
I thnk there was another one
Ryan
at 21:55, Sep 2:
cause I changed the monitor size from 27 to 24.
Patrick
at 21:55, Sep 2:
i a msorry in regards of this
Patrick
at 21:55, Sep 2:
we cannot offer that price
Patrick
at 21:55, Sep 2:
i offered you the best price already
Ryan
at 21:56, Sep 2:
the total of the cart is only 734
Patrick
at 21:56, Sep 2:
i gave you a better price than nick
Ryan
at 21:56, Sep 2:
thats when I was purcashing the 27
Ryan
at 21:57, Sep 2:
who was the consultant I was speaking with yesterday
Ryan
at 21:58, Sep 2:
at apprx 340pm from my transcript I downloaded and took screen shot of
Patrick
at 21:59, Sep 2:
i understand however that is the best price
Patrick
at 21:59, Sep 2:
i can give yo unow
Ryan
at 21:59, Sep 2:
why does it change in 24 hours
Ryan
at 21:59, Sep 2:
I would of completed the purcahase if I had the card
Ryan
at 22:00, Sep 2:
who was the consultatant I spoke with yesterday
Patrick
at 22:00, Sep 2:
I do apologise but unfortunately that link has already expired and cannot be re-activated
it is no longer available.
Patrick
at 22:00, Sep 2:
we cannot do that offer
Ryan
at 22:00, Sep 2:
why
Ryan
at 22:01, Sep 2:
whats changed in 24 hours
Patrick
at 22:01, Sep 2:
i am sorry it expires within 24 hours
Ryan
at 22:02, Sep 2:
well tell me who I spoke with
Ryan
at 22:03, Sep 2:
hello
Patrick
at 22:03, Sep 2:
you spoke to Aldrin
Ryan
at 22:04, Sep 2:
yesterday
Ryan
at 22:04, Sep 2:
at 3:40 approx
Ryan
at 22:04, Sep 2:
?
Patrick
at 22:06, Sep 2:
that is correct
Ryan
at 22:07, Sep 2:
so your telling me in 24 hours time all deals by harvey norman as a company can change in circumstances and monetary value
Ryan
at 22:07, Sep 2:
is that correct ?
Patrick
at 22:07, Sep 2:
that is correct as our offers that we make custom expires within 24 hours
Patrick
at 22:07, Sep 2:
its your option to purchase it
Ryan
at 22:07, Sep 2:
you dont provide customers the reliability of keeping your word longer than 24 hours
Patrick
at 22:07, Sep 2:
we cannot offer that price after 24 hours
Patrick
at 22:08, Sep 2:
i a msorry

I ordered goods from Harvey Norman on the 17th of August which were due into stock on the 21st.

After no information being relayed to me I chased an update eta when nothing had happened after that date. I was told everything would be shipped by the end of this week by the drop ship team. Once again nothing has happened and I have sent three emails towards the end of the week with a single response!

I got on the Harvey Norman chat yesterday morning and was told that I had preordered stock for end of October shipping which was not the case at all. All the items on the website showed available for immediate shipping except for the 3900x cpu which was a preorder for 21st of august availability.

I asked why after I had sent three emails with no response was I only now being told this because I had chased an eta for the fourth time this time on live chat.

The operator informed me that the drop ship team would email me with more accurate details about my individual order within 24 hours.

Once again I have had no correspondence after waiting for said email regarding my order.

The service I have received surrounding this order has been completely unacceptable. If I in my business completely ignored 3 emails over a few days I can ensure you I would be preparing a new resume.

I cannot relay to you how frustrated and disappointed I am in the lack of communication and information provided over the last week and a half. It appears from this end that the correct information is being withheld to prevent losing sales. I can assure providing accurate and consistent information is a sure way to retain sales.

I sincerely hope some action is taken to address my concerns and frustrations.

Regards,
Mathew

Order# [protected]

Harvey Norman Complaint!
I was very disappointed today when I tried to return a Sony "Bluetooth" speaker that I had purchased last Wednesday, 21st August 2019.
When I purchased the Speaker I made it very clear that I needed this Speaker to connect to my Sony TV. When the guy sold it to me he was adamant that this would connect to my TV. If it didn't, I could purchase a cord to connect to my TV and speaker, which I said to him, that I required a Bluetooth speaker for where the Speaker was going to be placed and that I didn't want any cords! He said there
should be no problems.
When I got home, for the next 45 minutes, I tried to connect this "Bluetooth" speaker to my TV. My phone connected to the TV, my TV connected to my phone, the speaker connected to my phone but the speaker did not connect to the TV.
I googled the instructions just in case. I also did the initial set up as I thought maybe the TV needed an update. When this didn't work, I returned to Harvey Norman, to find out what I had to do.
I spoke to the girl at the front desk, who directed me to the Tech Service Guys. I spoke to someone there and told him the story, he told me that he hasn't heard of this "Cord" and that maybe I should speak to the TV Guys and see if they knew anything about it.
I spoke to a guy there, who explained to me again that he had never heard about this "Cord" and that with the LG and Panasonic TVs you can change the setting or buy a certain cord but hadn't heard of this cord for Sony. I said to him that I will bring it back, and he said that was fine.
This process took 45 minutes.
I then returned, again, Wednesday, 28th August 2019 and spoke to the girls at the front desk in regards to returning and getting my money back as this " Bluetooth" speaker is not connecting to my TV.
They sent me to the Tech Guys, who then spoke to the Manger on duty and then informed me to speak to the guys that I spoke to when I first purchased the Speaker. I spoke to him, and he informed me that he need to speak to the Manager on Duty (this Manager on Duty had already heard my story).
He then, again, told the same story for the 4th time! I was then director to the TV guys where I told my story for the 5th time.
No complaint needed about the guy who helped me, very helpful and actually knew what he was talking about. He figured out what the problem was - due to my TV being 3 years old the system cannot register this speaker.
I was then sent back to Tech Guys again and was informed due to it not being a faulty speaker, I will not be able to get a refund nor a gift voucher to spend on something else.
This process took an Hour!
I am very disappointed in regards to the Time Wasting, Customer Service and the fact that they don't know their products.
Okay, I didn't realise that the TV was too old for this purchase but everywhere else is able to give a refund or a gift voucher when you need to return something except for HARVEY NORMAN!
I will not be returning to Harvey Norman as your Young Staff obviously don't know what they are talking about with the Product in their Area!

On 27.8.17 I ordered carpet for my lounge room, stairs and hallway upstairs, with a view to use the same carpet in the four bedrooms upstairs when painted. On 17.3.19 I took a swatch of the original carpet to the Caringbah store to order the same carpet. I found the salesman was very unprofessional talking to his co-worker about his ex girlfriend instead of focusing on my sale. While waiting, I had looked at the carpets and found one colour almost identical to the carpet installed, but the salesman told me it would cost much more than ordering the same carpet, which was not in stock but could be ordered with a 6-8 week wait. As he already had measurements for three rooms upstairs he did a rough estimate of lineal meters needed until I had my bedroom measured (which I had done the 22.3.19). He asked me I was happy to wait 8 weeks, and I assured him I was, offering him a $700 deposit, which he took. During the 8 week wait I had received some missed calls from a Sutherland number, but because I work in a Child Care Centre and can't access my phone, I had asked him to either message me or email me, so I thought the missed calls were from my daughter. When I received a call after 8 weeks, I thought that my carpet was ready, but it was the salesman telling me that he didn't order my carpet because I had not left enough deposit. He couldn't explain why he didn't leave a voice message or any other form of communication as requested by myself, or why he didn't ask for a $1, 250 deposit in the first place. I was told that I needed to pay another $550 deposit, which I did immediately over the phone. I called into the store to complain the next day, and he offered me $150 compensation, as he admitted he was at fault not taking the proper deposit on the day. On 19.6.19 I paid the remaining money owed, total sale being $3, 665 (not including carpet laying). and on the 21.6.19, the carpet layer brought the carpet over, only for me to find the colour was brown instead of blue. He took another swatch of the carpet to the store to find out what had happened. This was at 9.00am, and by 11.30 I had not heard from the store. I rang and was told that the carpet delivered was a colour called Cobblepath, which is the colour on my original invoice, but the colour carpet I have at home is called Bookwork. So the original salesperson in 2017 typed the wrong colour but ordered the correct colour. Another 8 week wait for the correct carpet, and finally after 7 weeks on 15.8.19, I rang the store to confirm approximate delivery to the warehouse. I was told it could be laid any time from 22.8.19. As I had been interstate visiting family, I came home earlier than planned, and I talked to the carpet layer, who very nicely offered to lay it on Saturday, 24th August, on his day off. At 8.45 am he called me to say he was at the factory, but getting the run around, but would be at my house by 9am. At 10.00am he rang and asked if the store had been in contact with me at all. They hadn't. He told me the carpet was not at the factory at all, so another day wasted by myself and the carpet layer. I have still not heard at all from the Harvey Norman salesperson to apologise for yet another delay, or even to let me know when I will get my carpet delivered. I have remained very civil and calm throughout all of this with the staff involved, but I feel very upset and stressed, my house has been in disorder since March, and staff are not communicating with me at all. In fact, the salesperson should have tracked my order and made sure that it was at the factory, instead of assuming. Surely he would have been notified it had arrived, or at least tracked its' whereabouts first. My thoughts are also for the carpet layer, who now has wasted two days of his time. I feel I should be compensated more than $150 for the mistakes made by Harvey Norman staff, and also for the stress of the last 5 months. I feel an apology from the staff involved should be made as well. It is now 2 pm on Monday 26th August, and still no phone call. I feel that if I have no response from the Complaints Board, I will have no choice but to take this matter further.

Delivery Driver for Harvey Norman Cairns refused to move the delivery truck that he parked right in front of our driveway blocking us in.
My wife was in tears as she had to take our two year old disabled son to a paediatrician appointment.
The driver told us to drive down the nature strip. The truck blocked us in from using our driveway for 30 minutes. This is the most disgusting behaviour we have ever experienced.
The Driver is white male, bald & large round build. His assistant is I think of African descent, tall & skinny with dreadlocks.
We are reporting this to the authorities but wanted to report this incident to Harvey Norman customer care & hopefully appropriate action will be taken so this will not happen to other families aswell.
My contact details are mobile - [protected]
Email - [protected]@live.com
Regards, Jefferson

Paid for Robinhood Alto 600 Rangehood on Wednesday 14/08/2019 (Invoice 1332060), rangehood not in stock & had to be ordered from manufacturer in Sydney (5 to 7 days delivery).
Rang Harvey Norman Wednesday afternoon 21/08/2019 & was told that the rangehood was "In Transit".
Rang next day in afternoon (Thursday 22/08/2019) & told that it was still "In Transit" with no idea of when it would arrive. Sales Rep Kirsty advised that she would email Robinhood rep requesting arrival date & stated the rep would respond quickly
No call back that afternoon or next day.
Rang Harvey Norman Friday 23/08/2019 4.30pm & was advised by a sales rep that the warehouse have looked in their system & the rangehood is now scheduled to arrive on Tuesday 27/08/2019 !.
If it arrives on Tuesday it has take 13 days from ordering to arrive.
I am an Electrical contractor who has been asked to replace a faulty unit ASAP but have had to advise the customer several times now that it is on it way but we don't know when as Harvey Norman cant tell me when it will arrive.
I understand that Harvey Norman are relying on the Manufacturer to deliver that item & provide the delivery status but something has to be done to improve this process as it negatively impacts the customer & the stores credibility to provide goods.
I feel the sales reps have tried hard to assist me but they are hamstrung by the suppliers inability to provide that item in a timely manner with little delivery status
Can this issue be addressed with feedback to me
Thanks
Rob Wallis
Wallis Electrical
[protected]

I recently purchased BBQ from the Browns Plain store and found that the non stick coating on 2 of the 3 plates were worn off in small areas. I then tried to exchange the plates at Harvey Norman at Vocal where I was told that I would have to take them back to the place of purchase. Approx 1 hour travel time.
This is a joke Harvey Norman is a national store and should have a system in place to enable this to happen.

Not really a complaint but just feedback.
Two recent transactions highlight why I get sick of hearing Gerry Harvey whinging about how unfair conditions are for Australian retailers. The first - I asked my local music store if they would price match an item. They took the details and whilst they couldn't absolutely match it, they did offer a discount. Result was that I bought locally and they actually thanked me.

Similar story with the Townsville branch of Harvey Norman except that they weren't interested even though their price $329 and I was able to get delivered for free within a couple of days for $243.

Purchased a lap top $1800.00 just over 12 months ago, paid for extended warranty etc. Laptop stopped working. Had my IT person look at it, machine no good... He wrote a report on it, went back to Harvey Norman Cairns office. The computer section and so called IT representative, basically tried to say it was a software issue, which is not covered under warranty (did not even offer to look at the Lap Top, and it is NOT a software issue at all... Basically said "bad luck" nothing they can do. It is the most diegusting treatment by Harvey Norman representative I have ever experienced. I am now taking this to Fair Trading, If Harvey Norman has any respect for their customers, I would like the head manager of the company, or managing director to contact me regarding rectifying this issue, prior to Fair trading being involved. I will give 7 days then I will take this matter further. Absoloutly, disgusting customer service from Cairns outlet. Always quick to sell you something, then a no care attitude when something goes wrong. I recommend you take a lesson in customer service and satisfaction.

This is from an email I sent to the Moorabin store regarding three incorrectly billed optus contracts

No resolution to date - Harvey Norman Moorabin have been hopeless

To recap, I entered into three new Optus contracts at the Harvey Norman Moorabin store in April. The sales person was Brad Campbell
In May I was incorrectly billed by Optus for $254. The sales representative at Harvey Norman, Brad, agreed that this was incorrect but could not have the bill amended. I paid $254 to Optus.
Optus subsequently have billed me in June, July and August incorrect amounts totalling in excess of $500. I have not paid these amounts.

Brad assures me that he has contacted Optus and they have changed my contracts to the correct amount and will credit to me the amounts that I overpaid in May. Clearly this has not actually happened. Please see email below showing Brad's contact with Optus including some reference numbers.
When I contacted Optus today they say my file has no notes attached to it regarding Harvey Norman or a change of contract. They said the point of sale franchise will need to sort this out

Can someone from Harvey Norman please ACTUALLY DO SOMETHING ABOUT THIS. You have wasted a considerable amount of my time over a three month period on this issue.

I wonder if this has been happening to other customers? Is Harvey Norman actually engaging in mis selling against retail consumers?

Unless someone from Harvey Norman ACTUALLY DOES SOMETHING ABOUT THIS my next steps will be to make a formal complaint to the ACCC

Please contact me immediately to tell me what is happening to resolve this issue

Best
David Challis
[protected]

We purchased the awsome sofa from harvey norman Warrawong, when it was delivered we noticed that the arms did not match...one was round and one was square...
We went to see Susan Carr at harvey norman warrawong Within the week it was delivered to say we were not happy and that it didnt match what was the demo model on the floor and that the arms were not the same... we would like our money back or a new lounge...

Susan was vey condescending and upperty with us at that time
she said she had to ring the manufacturer... I said we didnt want it fixed just our money back or new lounge

Susan later rang me back and said that they will pick up the lounge and the manufacturer said they would fix it...

I Dont want it fixed because I dont feel that a lounge can be pulled apart successfully and I didnt buy a repaired lounge I spent a lot of money on a NEW SOFA...

On Monday the 12th August they came to pick up the lounge
That had not been sat on yet and still wrapped up...
the delivery guys took the cusions off with dirty hands and marked the cusions and then strapped it onto a UTE...
So it now has dirty cusions, and strap marks as well as the arms not matching... Also we noticed that the lounge was wabbley ...

I am not happy and would like a full refund... I dont want to speak with Susan Carr any more she is rude, condescending and speaks to me like I am a naughty child...

I have spoken with Fair trading and they said that if the lounge was not acceptable quality or didnt match the demo we have the right to a new lounge or our money back... OUR CHOICE>

After Dealing with Susan Carr we would prefer to have our money back as we dont want to deal with Harvey Norman Warrawong any more...

they have now taken the entire lounge away... including cusions.

So bought a brand new, $2500 couch. Had it delivered and upon unpacking discovered one of the feet on the chaser has caved back inside the couch. I undid the zipper and inspected the damage and found that of the 2 sides the foot is attached to, 1 of the sides had no nails in it, making it a manufacturing fault. I submitted my problem to the stores customer support rep which consists of 1 lady who only works 2 days a week! Monday and Wednesday, making communication incredibly slow. I was told the manufacturers repair agent would contact me ‘shortly'. 3 WEEKS LATER, still no contact from anyone. Just keep getting told, oh it takes a while for emails and approvals and all that to go through. For the amount I spent on a damaged couch, why wouldn't you just come and swap the chaser with a new one and fix the old one? The lounge I purchased is available in seperate peices so it's not like they can only sell as a ‘set'. I'm sure Harvey Norman's price mark up is enough to cover the costs of sending me out a new chaser. I'd never bought from Harvey before and had been told about their crappy customer support but they were the only ones selling a couch I liked. Should have gone with my second option from super amart.

Purchased this product from Harvey Norman cairns and when I have tried to activate it it won't work. Keeps telling me it's not a valid code. Phoned Microsoft and they advised that it is not a valid activation code and that I had to take it back to the place of purchase for a refund. So I went back to the cairns store and was advised that you only have 24 hrs to report any problems with the product, which I was no told when purchasing, and that there was nothing they could do about it. I'm not asking for anything other than having the product I bought working. So I am respectfully asking either a refund or a replacement. I still have the receipt. Transaction code is EPTRA0218608867.
Regards,
Jason Harris

Hi. I have been dealing with harvey Norman in Maribyrnong. I had allowed 120m2 for floorboards and it turned out to be a lot bigger of a job. I had complications with the floors and it was turning out to be too expensive. After trying to speak to same he has been very aggressive and the customer service is very unprofessional. They have threatened me with a fee of $1400 and they had only measure the job the day before telling me. So I had no choice but to contact you as I've had no help and am utterly hurt at how this has turned out. It seems as all they care about is their pocket and not their customers.

On saturday (3rd of august, 2019) at around 6pm - 8pm, I came to harvey norman ipc to buy few tv and others things.. When I reach at tv section I encountered your staff was fighting very violently like fist fight, after I saw that I straight away walked out of your store. What kind of staff do you have!? I heard harvey norman ipc is a flagship store. But the moment I saw this incident I lost hope and confidence to buy at your shop and i'm not gonna return to harvey norman anymore because I don't feel safe to be attend by your staff and it's my first time coming. The normal electric shop at shop lot has a better service and better environment then yours! Your staff has put a big shame on your faces of harvey norman!. I'm really not happy with this service of yours and i'm gonna publish this matter to everyone, so everyone knows how harvey norman staff's are.