Harvey Norman

Harvey's Norman O'Connor's policy on returns: Unlawful.

Harvey Norman O'Connor's customer service and care: Callous, verging on cruel.

I took my 88 year old aunt to get a refund on an Apple watch she had bought to use as an aid to detect if she has a fall. She bought the watch on May 18th and we went together on May23rd to return it and get a refund - and then hopefully get the watch that's compatible with her Iphone 7.

The management took close to two hours to decide to deduct 20% of the refund. When I pointed out that WA consumer law did not allow this, the duty manager said: "No problem, take it to court." And then he smirked, thinking that the 67 year old man and the 88 y.o woman would just surrender. Not yet. As we were leaving, my aunt was highly distressed and distraught and said: "How can they do that to pensioners?" Good question.

My aunt has lost $80 (20% of the purchase price), which isn't not small for a pensioner. And she is still getting over the shock of being so harshly treated.

Purchased 27/4/2020. Around 2 weeks later, flash and pixels started to fleet across the width of screen on any channel we selected. Rang store and was told change aerial lead and have antenna check, no difference. Rang again and was told serviceman would check tv. Phone call from eastern states by a serviceman who walked me through resetting tv, seemed to work better. A few more weeks and problem was back, rang store for actual tv repairman to have tv serviced at our place. This was to happen, but never did. On 20/10/2020 we took tv back to store and asked for a refund. They said no and took tv to test. After about 10 minutes we were told tv working ok and put it into our car. The problem returned and again on 6/11/2020 was told service was booked for our home service, which has still not happened. Sales records then checked and informed that there is not any record of my problems. So much for customer service.

I bought a freezer from Harvey Norman (O'Connor branch) and had it on hold for my collection. When I went back to collect it some time later, they couldn't find it. After some time, they said that they will call me once they find it. There were no news for a long while. I went back there to check with them again, they claimed that I have collected it. I definitely did NOT collect it. They said that they will check again and let me know. After some time, which they did not contact me, I went back again to check with them. Again, they claimed that I have taken it! I told them that we have been through this before and that I had NOT collected it yet. I told them to produce the POD (proof-of-delivery) that I signed if I had collected it. They couldn't produce it. They then said that they are having stock-take and will definitely get back to me. Until now, there is still no news and I have had enough of their unprofessionalism and lies.

I still have the receipt.