Harvey Norman
Reviews and Complaints

This is regarding a sofa lounge we purchased from Harvey norman, shepparton. When we recieved the delivery the dust cloth underneath the ottoman was torn. When we checked for quality of dust cloth, it was just a thin cloth that can easily tear with handling. We requested the store manager to accept the return, but she refused and told that she can get it patched up, just at the tear site, then I asked that atleast give some reassurance that for future issues of cloth, but she refused to agree to it also. So kinna stuck with a product for which we pay 3000 AUD and Still worried about the quality of product. We told them that we can buy a better product from them only, but they said not taking back.

A nice scammy day at the local harvey norman was going normally mums losing money, rip off prices, people lying in the beds, etc. All was well until an employee named zeus approached my 80 year old mum, he said u should sit on that blue chair over there its "very" comfy. My mum obliged and sat down, the chair broke! Zeus smirked and walked off, meanwhile my 150kg mother was crying on the floor, terrible customer service. They also made her pay for the broken chair and apologize to the manager.

After purchasing a new Breville Coffee Machine BES-870SLQ online in the Biggest Ever Merdeka Sale for my wedding anniversery, I received a broken product. It leaked from the moment I set it up.

After emailing Harvey Norman to discuss, I received a reply more than 3 weeks later asking me to take it into a store which is more that 30 minutes away from my house - even though purchased online.

I took the machine into the store (Menara) and it was noted that I requested a new unit as it was broken upon receiving the machine. I was also told that someone would be in contact with an update in a few days.

After not hearing anything, I called 6 days later for an update and was told that someone would call be back. The service centre called me late that night to explain that a gasket was broken. They said it was repaired and would be returned to the store. I explained that I was told that it would be delivered to my house, they said that they knew nothing of this.

As frustrating as it was that a new machine was faulty and I was not getting a replacement machine as I requested, I was so over the situation I just wanted a coffee machine that worked. Please note that at this stage I had already seen the new model in store that was being sold at a price cheaper than the old model I had just purchased online.

On 23rd I rang the Menara store to clarify that the repaired machine would in fact be shipped to my house as recorded on initial paperwork. I was told it would and that would happen on Tuesday or Wednesday. Calling today (Wednesday) as I'd not heard anything, I was told they would call me back.

When called back I was told that another error had been made and they gave me information about a different customers machine and that mine would not be delivered until Saturday.

This is not a machine that was overused and an issue arose. This is a brand new machine that was delivered faulty. I purchased from Harvey Norman as it is a strong, reliable and honest company in Australia where I am from. The customer service side of my entire experience in purchasing a coffee machine online has cemented for me that I will avoid purchasing an more items from Harvey Norman, I will share my experience with friends and family here so as to avoid extreme levels of frustration, poor quality products and service and misleading advertising sales that charge a higher rate for an older model when the newer model is available in store at a cheaper price. Whether they function or not I guess is questionable.

On 20 November 2022 we bought several kitchen appliances in readiness for our renovations due to commence May 2023. Invoice 4558173 from your Wairau Park store

Finally, last Friday after 5 months out of our home the last of our appliances were unpacked and put into place - one of these our Mitsubishi refrigerator!

Can you imagine our disappointment when we open the fridge and find two of the door trays have been installed badly cracked. As per photo there's not a mark on the front of the fridge yet these two are damaged so we can only assume it happened at the factory.

Thanks very much

Emma

On Sat 16th September 2023 I bought online a Lenovo AIO 3 computer for $998 to be sent to HN Kotara for collection by me.

At the online payment point it stated that the computer was not yet in stock but soon would be and that HN Kotara would telephone me when I could collect the item.

Sunday 17th, Norman Harvey Kotara informed me by telephone that they were unable to supply me with the Product. My option was a refund or part payment towards purchase of another Product available in their Store.

I went to the online advertisement and it was still active.

On Monday 18th I went online and the advertisement was still active. I sent you an email at 13:03 asking why the product was still selling online if I could not be supplied with it.

I again went back online to the advertisement later and found the advertisement still active but that under the Terms and Conditions, the offer had expired on 18-9-23 at 11:59. ( One minute after your refund confirmation order).

On the same day I received an email informing me that a refund had been ordered and that my bank account would be credited at the latest within 3 days.

I repeated my right to have you meet your obligations and supply me with the product I paid for, adding that if for any reason you are unable to do so, I will accept a replacement product with the precisely exact same specifications , or better, at the same price.

Wed, 20 Sept at 09:24 I received the following email:

Hi ​There,

​

Thank you for shopping with Harvey Norman Online. I hope you're well.

In regards to your online order number - #[protected], unfortunately the fulfilment store has informed us that the product you have ordered: Lenovo IdeaCentre AIO 3 23.8-inch i5-1240P/8GB/512GB SSD All in One Desktop SKU: F0GH0008AU, is out of stock and cannot be back-ordered from the supplier.

We sincerely apologise for the delay in contacting you in regards to this as we have been trying to source this stock for you and have unfortunately been unsuccessful. We are very sorry for this it is certainly not in our practice to advertise out-of-stock goods.

A refund has been processed back to your original payment method. You have also been sent a credit memo via email confirming this. The funds can take up to three business days to appear back in your account, but no longer.

We apologise again for any inconvenience caused by this.

Kind Regards

 

Amy | Harvey Norman Online Customer First 

 

Harvey Norman Online Marketplace

The eComm Store  ACN [protected]

Postal: Locked Bag 2 Silverwater BC NSW 1811 

Website: www.harveynorman.com.au

Contact Us: https://www.harveynorman.com.au/contact-us

I replied to Amy as follows.

Dear Amy,

thank you for your email of 20-9-23 at 09:24.

I do not know what Department you represent, or what your position is within that Department.

“Online Customer First” is too nebulous.

I will assume you are in Customer Relations and that you have some Authority within that Department.

Your statements as to why I cannot have what I paid for confuse me. I will explain why that is so.

1. The fulfilment store is out of stock and cannot back-order

2. You have been trying to find a source to supply me with what I paid for but without success.

3. It is not your practice to advertise out-of-stock products.

My response:

1. If I accept that, what I found online today 20-9-23 contradicts you. The same Product I bought on 16-9-23 is Advertised precisely as before; the only change is the price now $1299.00.

2. You emailed me that you would refund me (against my will) on Monday 18-9-23 at 11:58. It appeared in my bank account on Monday 18-9-23 at 12:00 hrs. That transaction took 2 minutes, never mind 3 days!

So all the searching for the Product I had bought was over by that time? Wow, thanks for the supreme effort and great lengths you went on my behalf.

3. If the Product is unavailable, your search efforts on my behalf having established that, you are indeed ,at present, Advertising something you do not have and will never have. (no back-order, remember?).

It is obvious that right from Sunday at 11.02 hrs. you did everything possible to get out of supplying me with the Product at the Advertised Price.

What I cannot fathom is why a Billion Dollar Company will go to such lengths to attempt to save itself $300.00

I will repeat my demand again: I want what I bought and paid for, in good faith, the Product advertised online (which is still advertised online but at a higher price).

If I do not get a favourable reply by the end of Thursday 21-9-23 I will take further action.

You may want to involve Public Relations before we reach that point.

Yours sincerely,

T.J. van der Zanden (Hans)

I have had no further communication. Please note that I incorrectly stated my bank showed refund on 18-9 at 12:00. It was on the 20th at 12:00. My apologies for my sarcasm

I bought an extended warranty for my Microsoft Surface Go (1+3) back in Mar 2020. I was told that in the event if the unit cannot be repaired, a brand new will be replaced for me. Well...now the battery has bloated and I had no choice but to send in for repair and was informed that battery isnt covered under the extended warranty. Well fine, but after the diagnostic test, the quoted price for the repair was $550!, which is almost equivalent to the cost of the surface Go. Reason? Need to replace the screen that cost 200+, labour 113, battery is 93 and touch panel etc.

Fine, i said change battery but they claimed that need to change the panel. I called customer service to complain, was told that if i do not want to repair, i need to pay the diagnostic cost of 55 or 65. ?

Isn't this a case of trying to squeeze whatever they can out from me? So the extended warranty and hundreds i paid extra was practically useless and my unit is being held hostage unless I paid for the diagnostic test? I wasn't even informed about this cost when I send in the unit!

Perhaps the relevant authorities should look into such upselling of extended warranty and the 3rd party repairer engaged.

I have an order with Harvey Norman Malaysia for a Breville BES870 Filter Holder and Handle Assembly on 11 June 2023. After i placed and paid for the order, I was informed that the delivery can only be 26 June to 10 July 2023. Between then and now, no update was given to me and up to now, i still have not receive my order. The constant silence from Harvey Norman is unacceptable and I am still in the dark as to when the delivery will be made.

Staff Name: Ng Junlong (Millenial Walk branch)

Ext no: 6572

Aircon Company: Easycool (liaised by Junlong)

I have first made purchase of System-4 Daikin AC, Fridge and Washing Machine from Millenial Walk HN. Junlong engaged me while I was there to source for those items. He was very approachable then, but after the sales was clinched, his responses to WhatsApp was very inefficient (few days to reply).

Fast forward to the period on AC installation process. 1st schedule was made and a Chinese guy came to do trunking route inspection and left.

2nd schedule was to install trunking, 3 bangladesh/Indian national came and asked me on the route to be installed for the trunking. Thereon, they proceed to give me an unreasonable excuse that the piping in my masterbed room will not be cover by trunking which I am not happy with it. As i am not an expert in this field, I am very clear that they should at least have a solution to cover it with trunking, rather than exposing the piping for me to cover it myself. I was advised by my ID after the trunking installation that AC services should have cover it with trunking by default and not by asking client to cover it up themselves. I HAVE TOLD JUNLONG THROUGH WHATSAPP ABOUT IT, but he pushed it to the AC company to WhatsApp me personally, which the AC company did WhatsApp me few weeks later which I have already paid to cover it myself. The AC Company DID NOT response to my message since then after I questioned them. SO END OF THE DAY, NOTHING WAS DONE BY BOTH JUNLONG AND AC COMPANY.

3rd Schedule was the installing of AC, the 3 indian/bangladesh national came 2 hours earlier at 1.30pm of the schedule timing (3pm - 5pm). When they called me on my phone, they told me that they have reached (WHY DID THEY NOT CALL ME EARLIER TO INFORM BEFORE THEY EVEN REACHED MY UNIT?), when i answered the call, they have an attitude tone asking if i am in my unit as they have reached. It is not acceptable for such attitude given that they had not come according to schedule.

ALL THE INCIDENT HAPPENED WAS NOT SOLVED BY JUNLONG OR THE AC COMPANY. THEY SIMPLY IGNORED MY MESSAGES AFTER SEEING IT.

JUNLONG HAD LASTLY ASKED WHAT HAPPEN AFTER AC HAS BEEN INSTALLED, BUT HE HAVE NEVER RESPOND TO MY MESSAGES TO AT LEAST CLEAR ANYTHING FROM HIM END.

JUNLONG AFTER SERVICES IS VERY BAD AND I DONT RECOMMEND ANYONE ENGAGING HIM AT ALL. HE CAN BE FRIENDLY IN PERSON, BUT NOT IN SERVICE AS OVERALL.

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Apart from the above AC issues, the next issue was the fridge delivery that came, and when I wanted to get a replacement for defective parts, Junlong was not contactable at all even on his personal phone. Junlong treat it as nothing and did not even ask why did i called him. That is not how customer service work. I have to resort to calling the main HN hotline to get my replacement parts. NOT ACCEPTABLE FROM JUNLONG AT ALL.

Purchased brand new oven, only to get it home and notice a big deep scratch in the door (Friday June 2nd)

Called Harvey Norman straight away

Was told to take pics and send to the mobile number I was given. I did just that. (Sat Morning 9am 3rd June) and

was told someone will contact me shortly ... But

The whole day went by with no contact

So I called them to see what the outcome was and whether or not I could use the oven in the meantime? (I spoke with Hayley) And was told they contacted the manufacturer and the oven door will be replaced, but won't hear anything until Monday (after the wknd)

Monday, I let the whole day go by, only to not hear a thing-noone contacted me

So i called them this afternoon (Monday June 5th) only to be kept on hold for 6 minutes before the same lady who answered the phone came back on and said they're all busy at the moment,and to leave a msg with her to forward on

I did not leave a msg to be contacted back because this was a follow up call about not being contacted back, I'm wasting my time

So i took it upon myself to contact the manufacturer and explained what's going on, and was told there is no record of Harvey Norman starting the process of having my oven door replaced

I've spent thousands in that store over the years

And when they ask if I'm in their system and for my phone number,they tell me the can't find me and ask if I still have the same mobile number, which yes I do.. but they've got my number in the system missing the first digit 0, therefore can only find me by name, and still haven't fixed up my mobile number in their system, which you'd think they would have corrected when they realised their mistake (I was there when John was supposed to fix it up. He still hasn't though)

I won't be giving Harvey Norman any more of my business

And I'll be taking my complaints further to the Accc

The service or lack thereof is not acceptable

Last time it was a washing machine the sales guy told me I was NOT entitled to the bonus washing powder.. when in actual fact I was.. which was another dispute and unnecessary time out of my day because theyre not doing their job properly

Very dissatisfied customer

Grafton Harvey Norman needs an overhaul

I have had a couple of very unpleasant experience from my purchases.

1) Paid freezer stored in the warehouse - being sold to someone, and yet Harvard delivery claimed that any item in their store dont belong to us despite that fact that we had made full payment.

2) Newly installed Mitsubishi AC split 15 & 9 not cool, initial investigate suspect gas lack age, both Harvard & Mitsubishi declining ownership and as a result, 2 months since installation, the faulty product remains unfixed. Customer left in a ring war between Harvard and Mitsibushi both not wanting to provide solutions.

Considering we bought this new from Harvard, we would suggest Harvard give an one to one exchange if this is not fixed.

Purchase Laz-boy recliner chair from Harvey Norman IPC , when purchase time sales person told us it’s ready stock , can deliver anytime so we set a date n now is near the date I asked sales person to confirm the delivery date & also wanted to make the balance payment , sales person replied me （sorry, just got update from purchaser, the container got delay till july.） so means I can only wait till July ? Then why when I purchase u tell it’s ready stock ? Now after sales tell me to wait until July ? But when I check online from Harvey Norman website there’s limited stock available at few branches ! So it’s actually ready stock but the sales person didn’t want it to deliver to me?

Had always thoughts Harvey Norman is my one stop purchase of any IT accessories and did purchased a computer and received a voucher on 15 Jan 2023.

However the staff or cashier did not mentioned on the expiry date for these 2 vouchers. And after checked upon the voucher, expired for 6 days and called up to requested any extended date for I wanted to purchase items. Very disappointed that the voucher cannot be extend after received the call from the store at westgate. What I am so annoyed that the staff give a laugh over the phone for the voucher I am holding is a small amount. Wanted to give a miss on this but this very bad customers services is really annoyed me and the staff really sucks with that attitude!..

J.S.

I bought a dyson purecool from Harvey norman port macquarie on 06th Feb 2022, fan was making too much noise, couldnt sleep, went to get refund.

Staff said, they can do store credit, i am not happy with their response.

either it has be to refundable or non refundable, it is in appropriate on holding customer money by forcing them to buy from them.

I told the staff to talk to the store manager, he doesn't even show up to talk to the customer. such unprofessional staff and company

Problem description: Samsung 55inch UHD tv suddenly has darkened 50% of the panel.
Purchased on Dec 23, 2018, with 2 +3-year warranty. Invoice no. 2227681.
Made a complaint on Jan 30, 2023, with Harvey Norman, gurney paragon, Penang, Malaysia. They submitted a complaint online on the same day to Product care of Harvey Norman (case#[protected])
On Feb 1st a vendor of HN came to evaluate my tv and told me it's a partial burnt LED panel and can be repaired.
On Feb 7th I called product care, and they told me the vendor have not submitted any report to HN.
The same day I called the vendor, and he told me, a repair quotation has been submitted to HN and they are still having no feedback.
On Feb 7th, Product care called me and told me my TV is not worth for a repair and NH will replace with a new unit.
On Feb 9th I called Product care, and they claim they have identified a replacement unit but pending for insurance approval.
On Feb 10th I called Product care, and they claim HN insurance haven't approved my claim. Product care doesn't give me a estimated date of product replacement.
It's very frustrating to deal with such a company while waiting for 10 days with no end.

No action taken by Harvey Norman southkey despite a complain had been lodged for their bad service provided over their web page and to the Harvey Norman Staff (Azwan) on 7.1.23. When I requested to see their manager, the excuse is the manager is on hospitalisation leave. I believe this is their common excuse to keep their manager away from their fault as I noticed another consumer also commented whenever looking for their manager their excuse is the manger on leave or on MC or got Covid.

Our purchase order is on 5.11.2022 and until now when still haven’t gotten our item.

Full payment had been made to them. No update on the status of our purchase so far. When we request for cancellation and full refund, we were told that a 30% will be deducted form our purchase price due to the cancelation policy just because of their mistake and not even our fault 🤷🏻‍♀️

Are we deserved it for this kind of bad services as a customer?

I purchased a lounge suite for my mum as a Christmas gift. One of the chairs costs $1,250. It was delivered damaged. The wood at the bottom of the chair is clearly broken upon delivery and pointed out by the people who delivered it. We were told to take photos and report what had happened. Which we did. After requesting for the chair to be replaced or for a refund and speaking to about 5 different people in the process, complaint was put in 28th November (day it was delivered), we were told today that we will not be getting a replacement or refund but instead “fixed”. I am appalled.

I've ordered my tv close to a month now online, and guess what? It was apparently out of stock - but the website was not updated. On top of that you guys were supposed to update me within 10 days, which never happened. And when I called to your customer service (which is so hard to get through to and sometimes you don't even get through at all like after 20 attempts), they were supposed to call me back within 2 days time, which never happened as well. What is wrong with you guys? And on top of all this, you have billed me for a tv which I havent even received! Please please get back to me asap. I've emailed you guys as well and i'm not willing to go through the ordeal of calling you guys again! I've also sent dm to your inbox numerous times. Please get a manager to contact me back, thank you!

I've bought this fridge in December 2018 with a extra 2 year warranty and had the same problem 3 times.First time I've waited 2-3 days before it got fixed .2nd time I've got some one else out as i didn't want to wait again. Now again the same problem and lodge a complain on 23/8/2022 and today 29th still nothing from customer service! Meanwhile I'm chucking out good food etc as the fridge NOT

cooling. I know about customer service ,but this is NOT service!

I would think that a fridge problem might be a priority as it is for food.

Well I've got to the conclusion that you cant complain about service as there isn't any .

I've got a few friends complaining about your service and that's not good .

I'm thinking of dropping it off at the front door as this is not a joke for me.

If I've got this fridge for free then I would have understand that I don't have anything to complain about. Wait it out is apparently good answer to a customer problem

Good afternoon

I would like to let you know how disappointed again I was today on attending the Grafton store to make a purchase.

I have been in this store 4 times in the past 2 years, and each time is the same. There are either no customers or 1 maybe 2, there are sales assistance sitting at all the desks, not one will look up, and if by chance they do, they look straight back at their computers again.

I purchased a full compliment of ink cartridges 2 weeks ago, which took 15 minutes of standing at the counter with no one in the shop other than the people that work there, until I went over and asked someone if they could help, this man eventually di, then sold me the incorrect items, today I went back and there were 4 people in the front of the shop, 2 were with a young lady sitting down, 1 with her phone and the other watching, 1 man walking around and a lady around the TV's, I stood there for 10 minutes and was about to ask the 2 with the lady that were around 5 foot from me and had seen me there, when the 1 that walked past a few times asked if they were busy, the one with the phone said yes, the other said yes, I'm watching him.

The man walking around then asked the lady if she was busy, she eventually came and served me.

This is disgusting!

I am a small business owner; my time is important too.

You need to get things fixed in this store; the culture is terrible. The community are sick of the way the staff act and their lack of interest in anything or anyone entering the store.

Unhappy, if there was an alternative, I would use it.