Harvey Norman
Reviews and Complaints

We purchased two iPad Pros and were told by the sales assistant that the Harvey Norman Product Care would cover for accidental damage... well it doesn't and now we have a smashed iPad that will cost over $700 to replaced! We were lied to and mislead into purchasing a product warranty that is useless... If we knew that, we could have walked 100metre down the road and brought the iPads with Apple Care and we wouldn't be having this problem...

Harvey Norman Nunawading have lied to us after initial agreeing that the staff member was incorrect with her sales pitch. They have refused to refund us the $427 we have paid in Product Care that apparently isn't active till after the 12 month manufacturers warranty... 🤬😡

The worst service from Rachel in furniture. So rude and doesn't answer emails or return phone calls .
Never again will I buy from this store as obviously service doesn't exist .
Next step consumer affairs . Maybe then I will get a response.
If she can't do her job then perhaps they should get someone in to replace her who is not immature like her .

Purchased online Nobo 2.4 KW Oslo electric panel heater with timer for $539 order number 2101977230 on 28/6/19 order was shipped 4/7/19 and received 7/7/19 and I opened product on 10/7/19 once I opened the heater I realized there was no stand/wheels enclosed. The whole reason I chose this heater was wholly for that purpose. I contacted the live chats few days later and the gentlemen assured me they must've forgot to send them and he would organize for them to be shipped. I was fine with that. Quite a few days later I hadn't had any form of communication and decided to contact live chat again to find out what was going on. The gentlemen stated that he couldn't do anything as customer service Department was closed and they would contact me by the end of the next business day to sort it out. I was very frustrated and he manage to redirect my anger and assured me to just wait until end of business day following day. I did. Still no response days later and this time I'm very angry. I again contacted live chat Friday 26/7 and the lady was again very apologetic and this time asked me how I would like to be contacted. Email or phone. I opted for email and I am still waiting for a response. Since all this has been happening I have gone out and purchased another heater and I want a full refund at no expense to me. Please respond to this via email as I don't wish to speak to anybody. Not good enough to have no communication whatsoever. I know what rights I have and need this refund sorted ASAP. Gloria Camilleri

I was advised on 24th July that the ottoman, that I had paid a deposit on to have made up, was now ready to be collected at the Cambridge site where I had ordered it. I was informed it could not be transferred to the city store closer to my home and would cost $100 if I wanted it delivered. I decided instead on the 26th July to drive to Cambridge and pick it up myself. I paid the balance at the furniture desk in the store and was given directions to the warehouse. When I arrived an employee took my receipt and returned some time later to return it and tell me it would just take a few more minutes to locate my ottoman. When neither he nor a workmate could find it after 20 minutes I called the store and a woman called Cindy, who had helped me on previous occasions with purchases, said that she would come and see what she could do. She was good enough to quickly appear and over the next 40 minutes a number of employees attempted to find my furniture while I waited in the carpark. It could not be found and finally Cindy said to go and she would phone when it was located. Some hours later Cindy called and said that she would bring it to my house when I had someone there to carry it for us. This was possible a couple of days later thanks to Cindy's kindness. I am angry that I wasted petrol and 2 hours of my time on a fruitless trip to your warehouse where there is obviously no automated or reliable tracking system that works regardless of what machinery or person is there at the time. Surely, a company as large as Harvey Norman's can improve on this or offer free delivery for every purchase over e.g. $500 every time without customers having to pick it up themselves.

My son purchased a dining table and paid $50 delivery fee but also purchased a television at the same store and asked if it could be delivered at the same time as the dining table to be told that a further fee of $50 would be required as the items were from separate departments. This is ridiculous to charge $100 for delivery over a distance of 4 kilometres especially when a furniture store in Launceston charge only $50 for a distance of 150 kilometres.

Myself and my partner purchased a bed frame, mattress and two side tables in June to be delivered on the 22nd June. We were told we would have to wait 4 weeks for the side tables to arrive which we were happy to wait for but we needed the bed and mattress on the 22nd as that was the day we moved in.
Both items were delivered but one of the boxes for the bed frame looked like it had been resealed with sellotape. We were assured all the boxes and pieces within the boxes were there. When we opened the box though we found that we were missing a mixed support beam. We contacted the Balgowlah store immediately as we couldn't put our bed together without it and were told they didn't have one and there was no one they could send out to help.
We had to sleep on a mattress for 2 nights before we reached out again to find out what they were doing about our bed. They didn't know what could be done, they had no middle support beam from their display bed as someone else had already taken it and they couldn't give a date on when they could get us a new one. We agreed to have a base delivered so we didn't have to sleep on the floor in our lounge until a replacement could be found and it has been over a month now of myself and my partner chasing up Harvey Norman and being told each time they can't give us a date for the missing part for our bed. We haven't slept one night in our bedroom since we moved into our new flat as we have a half made bed in there and the base could not fit so is in our lounge and has hindered our progress with decorating our flat as we haven't even been able to buy a dining table as our makeshift bed has taken up all the space. We haven't even received the side tables that were supposed to have been delivered by now.
No one has reached out to us with updates, we have always had to contact them and it is the worst customer service we have ever received.
We need to know what is going on, where is our missing piece to our bed or do we need to return it for a refund if you cannot provide the service you are supposed too.

To whom it may concern,
I've just recently renovated my whole house and My husband and myself went to our local browns plains store in Queensland as we were prepared to spend a substantial amount of money re furnishing the whole house top to bottom and we were approached by one of your young female staff members that we recall that her name tag said michaela plus she introduced herself as michaela and she looked about in her early 20s but anyways my husbands and myselfs complaint is that this sales assistant made us feel very uncomfortable and was rambling on about boycotting Harvey Norman and she suggested we go to betta electrical or the good guys as that all there managers are all incompetent, theives and that they mistreat all there staff members and that she was in the process of building a case to sue Harvey Norman management, now my husband and myself don't now if this young lady was on drugs or even telling the truth but we only came to Harvey Norman to refit our house out after our renovations and we did not deserve to be confronted by a disgruntled employee which made us both very uncomfortable and we had no choice but to research other places to buy everything we needed to refit our house and unfortunately we spent roughly 80k somewhere else due to this disgruntled employee of yours making us feel uneasy and we just thought someone needed to be informed about this situation we had.

Kind regards

I went into harvey norman Warrawong to buy 2 USB's. Online i found a 128gb USB stick for $48, getting in store i asked the first man at electrical after waiting 15 minutes to as 1 simple question if that is the only stand with USB's on it as it did not have any USBs at 128GB. He then tells me the only other place is over at the Stage sign over there (didn't offer to come help). I then went to the stand and picked up the USB under the $48 sticker. Getting to the front counter the lady told me that comes to $68 i questioned and said oh the sticker said $48 she said go back to one of the guys and get them to write the price on as it may be a mistake. I then went back to electrical stood there for another 15minutes still no help. The guy then tells me it must have been placed in the wrong spot so i said no worries well can you come and tell me how much they are as I'm are there are more in the wrong spot he goes 'well just go get one and ill tell you what it cost'. Still no help. I went over and they all had hardly any prices on them and only 2 were 128GB so i went up and he told me they were $88 each. I showed him the USB online and he said we are out of stock so i said don't worry about it mate ill just get these ones.
Absolutely ridicules service. False pricing advertised & the worst customer service i could of asked for. 2 men both treating me like i was a 12 year old girl. I wish i didn't buy the USBs from there now.
Quite disappointing when i constantly send people over to Harvey Norman as i work in a building company to buy appliances and so on. I won't be telling my clients to do that any longer.
Highly recommend to not go there.

A total disappointment and frustration form HN Chadstone. 1. They delivered bed without screws; 2. They delivered bed without slat; 3. They resent the slat with an incorrect piece; 4. They false promise and blame supplier and warehouse. The above I am talking is over a month now and is still ongoing, which left someone in my family sleep on the floor in this cold winter.

Dear Complaints. I went into the store above after hearing the radio add relating to Dyson Vacuum cleaners at excellent prices as I wanted to upgrade mine here at my office. I went into buy a V7 advertised for just under $298 which sounded great. Sandy was my sales lady. She then advised that the V8 would probably be better for me as it had an extra 10 minutes of power and came with a case of wine for my wife as I don't drink at all. She went out the back to grab one and while I was waiting, the Dyson rep came up to me advising that for an extra $50, I could get the 4 brushes with it for cleaning Crimsafe screens, tight spots, and the car. He was good at his job and convinced me to upgrade and buy one for the advertised signed $448.00 . Sandy came back and we advised her of the successful upselling that this young gentleman had just done which I was happy with. She then went out the back again to then get the correct one. In the meantime, the Dyson rep came out from his ally way with a box with my name on it claiming that he had found one. All Good. I was then advised that because I upgraded, it didn't come with a case of wine which I disagreed with as the add on the radio clearly states that it comes with all V8 models, period. They would not accept that !. I was disgusted on principal and just accepted it advising that I would take my wife out for dinner to make up for it. I was taken to the general front service counter an paid for the product. While I was at the front counter, the Dyson rep came up to me and advised that he spoke to the supervisor who agreed to supply me with a case of wine. Excellent as the Ombudsman would have had fun with that. Anyway, I then left the store very happy that customer satisfaction had been achieved . I then received an email this morning when I hit the office showing that I had paid $648.00 for the unit. Unbelievable !. I then went back to the Store this morning and was greeted by both Sandy and the Dyson rep who remembered me as my face is a mess from Cancer removals last week. (Not a pretty sight) Anyway, I advised of the receipt I had just received with the Dyson rep advising Sandy to simply fix the Tax Invoice to the correct amount. They requested they see the unit which was still in the back of my car. I grabbed it, showed them, and they advised it was not the one the Dyson rep had sold me as that one only comes with two extra brushes. It had my name on it that he had written ?. How could it be wrong. Anyway, I advised him the he purposely advised me on the extra four brushes for $50 which he advised that I could not purchase separately unless I went on Facebook and bought them off the Black Market. Sandy was shocked he told me this. So was I. Anyway, he kept denying it and just left the conversation to serve other customers. Disgusting. It is not my fault that they sold/gave me something I had no control over as it came out onto the floor with my name on it. I left the store with the unit I was given to contemplate my next move. Contacting you is the first step before going to the Ombudsman. I'm simply requesting I pay for what I was what I was sold which was a V8 Dyson Vacuum cleaner for $448.00, not invoiced $648.00, therefore receiving a refund of $200.00 please. I look forward to your reply. My details are Barry Switzer, [protected], [protected]@nqcc.biz thanks.

To whom it may concern,

I'm writing to inform you of my unpleasant customer experience today at the Bundall Harvey Norman store. 

I called the store today to discuss a warranty issue I had with my Noiret 2400W heater that I purchased from the store in 2017. The assistant said that due to the nature of the warranty issue (power cord gets extremely hot, too hot to touch) that i should bring the heater back and they would replace it for me on the spot. I agreed to that, and left my work early to be able to drive back to my house to pick up the heater and my wife and 2 babies and then back to Harvey Norman's Bundall which is half an hour away from my home. By the time I made it there, there was 15mins left before closing time. I went in and waited to speak to an assistant about having the heater replaced. After a couple of minutes, a sales lady in the small appliances section came to me and was in a rush to try and get it sorted out for me as it looked like she was wanting to leave for the day. She informed me that I cannot have the item replaced as they need to have the product tested before they return it to the sales rep. and that I would have to come back again. As I had already been informed that I would have it replaced as soon as I came in, I was not impressed to hear the opposite. The sales lady was not helpful and on a number of occasions seemed to cut me off whilst I was talking and didnt seem to be paying a lot of attention to my concerns. She was trying to test the heater to check the fault and was quickly telling me that it didnt have an issue and I will need to be taking it home. If I was to take it home and have my house burn down because of this issue, I believe there would be a very serious legal issue that you would be faced with. 

As I was not satisfied with her response and as I had already been promised a new one, I asked to speak with the manager to try and rectify my concern. 

I believe the manager for that departments name was Ally, and she had just been speaking to the lady that I had spoken to on the phone about the issue. She agreed to replace the heater and have my one tested as per the policy, and update me about the outcome. 

Afterwards, I was speaking to another sales member (Tony) about an LG 11kg twin cycle washing machine that I was in. After speaking with him about it, I decided to buy it and we agreed on a price of $1700 including delivery. In this price it also included a $100 eftpos card supplied by LG, bringing the overall price actually down to $1600. As we were doing the deal and I was leaving my details and deposit for the washing machine, he noticed that the $100 eftpos card promotion had actually finished on the 3rd of July. He then told me that I cant do that now and that the price would just be $1700. He then proceeded to take off the promotional stickers and large stack of flyers promoting the $100 eftpos card. I believe that consumer law states that an advertised price or promotion on a product needs to be honored. These promotional items were still on the displayed machine almost 2 weeks after the promotion had finished. How can that happen? I was again not at all impressed with this as I had just wasted my time negotiating a deal. I said I will not go through with the deal and that I was not happy with the fact that I had wasted my time and that it was clearly advertised for that promotion. 

This entire experience was stressful and something that I should not have had to deal with. I would appreciate a response back as soon as possible.

Adam Bevitt

[protected].

April 2019 we had new carpet supplied and installed by Harvey Norman. Sunday 14 th July. I purchased a lift chair for my mother on delivery of the lift chair the men removed the old chair to put in the new one and has pulled threads in the new carpet. I was told that this damage is not covered as it was only a delivery and not an installation that I paid for. I'm sorry but when you bring a chair into the home and you plug it in as it is an electric lift chair to me that's an installation. I had a conversation with the sales person at the time of purchase to find out if I needed to remove the old chair but I was told that wasn't necessary the deliverers would do it. The sales person has since denied that conversation. Also if there is a difference between a delivery fee (which was $65) and an installation fee I was not offered the latter. I am very disappointed at the lack of help in this situation. I did receive several phone calls from the store but was told there was nothing they could do. I will include the receipt and photos of the damage. I am very disgruntled as I have been shopping with this store for many years and I feel that responsibility should be taken for the damage.

I ordered, and fully paid for a tallboy and set of dresser drawers on the 11th of June 2019 and was assured that it would be delivered with 6 weeks to my address in Charters Towers, with fully paid transport fees. Today I contacted Harvey Norman to enquire about the status of my delivery and was informed that it would be delayed until September, without reason, and was informed that an email would not have been sent to inform me of delivery date changes. Furthermore on request of a refund I was told to travel to Townsville on my own expense to get the refund, or to receive floor stock of said tallboy ( which was damaged) without offer of reduced price or in a colour which was not originally chosen. I am complaining about lack of customer service and no care being given. Is it due to my residence in a smaller town and not deemed important? As I am scheduled to move to another city within the next month, I am sure to not use this store again and would appreciate my remaining furniture that was ordered to be delivered within the month, with the transport costs removed.

5 Jul: I spoke to Christina from Product Claim (tel: [protected]) to find out procedure to use the extended warranty service for my faulty printer.

I tried to get the cost of the worse damage for my printer so that I could justify if my trip down the center is worth it.

Christina couldn't advise me the cost and suggest it's not worth to repair.

She raised a reference e-mail for me to send in my printer for service.

11Jul: (Today, 9.15am) I checked - out the repair cost with Canon technical support center.

So I called H.N again. Christina got my call. I asked her to try getting the repair cost, she got impatient with me and asked a guy to handle me.

So Kelvin took over the phone. I asked the same question. He didn't answer my doubts but throw me questions that was already in their reference system.
I felt his impatience with me. I told him it's only the start of your working hours, please assist my printer issues professionally.
The last advice Kelvin gave me was : If within warranty after i sent in my printer for repair, If I need to repair, i will need to pay the $30 dignostic fee and send my printer from H.N Care Center to Canon Care Center by myself.

To me this is RIDICULOUS. It dosen't make any sense.

Hi- currently feeling a little unhappy with your customer service. I purchased a 2 seater & 3 seater lounge, iPad 6th generation + accessories & hp wireless printer + paper from your Cambridge store on Sunday 30th June.
On behalf of the devices customer service was great! However feeling really unhappy with furniture department. Once payed upfront in full for a lounge suite we were then told you currently had non in stock, and it would take up to 3-5 business days at most to arrive. Which we were happy and prepared to wait as we loved the furniture choice we had made.
4 business days clicked by-still hadn't heard, decided to call the store to see where it was. All they could say was it would be here mid-month/next month! Called again on the 5th business day to be told it shouldn't be too much longer. Waited over the weekend then called on Monday to be told it's in the state at the warehouse but unsure what rough day/time it would arrive.
Very disappointed as we had been originally told after purchase it was max 5 days away. It's now currently 9 days later?
If it wasn't going to arrive for 2 weeks that's fine we understand- we would have just paid a deposit. And it would of been much better to know as we've currently sold our previous couch- therefore we have nothing in the mean time. But instead we paid upfront in full to then be told it would be here max 5 days and after 3 phone calls & 9 days later it's still not here. If we hadn't of paid upfront would have definitely lost our business and we would have gone else where! Would usually spend a bit of money with nearly all our appliances purchased from Harvey Norman & purchased a new fridge/washing machine from you in the last 12months- May have to reconsider next time. Kerrie

We returned computer because charging cable wasn't going, and were told in due course the cable would be replaced. We were not told it would not be the manufacturers replacement cable. In the interim I purchased a temporary multi-charger at Harvey Norman, only to be given the same (a multi charger not the manufacturers cable) to which I complained at the time.
This replacement multi charging cable does not fit the computer properly and has to be propped up with something underneath it to even charge.

We returned the computer again because the battery has fallen below 50% ability to charge. Now we are told our warranty that we paid for will be null and void if you replace the computer.
The other choice is to replace the battery, which may have to come from overseas,
and we would still have to use the unsatisfactory multicharger.
We are not happy with that.

I would expect and be satisfied with the warranty to continue with a new replacement of the entire unit.

My Phone nos is [protected]

Hi,
I was heavily pressured by the salesman into buying product care for an apple laptop and I wanted to cancel it on the same day and on your website it said I could cancel it within 15 days but the store manager refused to. Is there any way I can receive a refund? I have attached the receipt and the clause from your website where it says it can be cancelled within 15 days.

Hi,

I booked 1x fridge -LG (427Ltr) from Harvey Norman Thomastown on Thursday 27th June 2019 and paid AU$150 in advance, remaining amount was due on delivery which was schedule on Saturday 29th June 2019 morning.

However, fridge was delivered on Saturday 11around in fine condition; however delivery persons/driver have damage my floor while delivering and there is big mark on the wooden surface. All photos are attached in this email.

Delivery driver was immediately informed right there and he also took photos.

I took photo of the receipt which they gave me to sign as delivery was completed, I mentioned on that receipt that floor is damaged / mark while delivering. Please see the photo attached in this email.

I also registered my complaint into your store via phone and Mr Faiz has noted and he told me that the person who manages all drivers will contact me to sort this out.

Following are some details of the driver

Delivery Truck Registration number: ZNU 457
Delivery driver phone number: 0437 568 209

My (customer) details are as follow:
Name: Mohsin Ehsan
Address: 13 A Queens Pde, Fawkner VIC 3060
contact number: [protected]

Thank you.

Regards
Mohsin Ehsan