Harvey Norman
Reviews and Complaints

Good Morning
On 13th of April 2017 i called HN Warrnambool stating that our 60inch samsung tv had a black screen only but you could still hear the sound, We had product care and a claim was put into place. I know that the weekend was easter so there was no way we would here anything until after then but it just dragged on and on to the point where i juat called the store in Hamilton Vic ( 1 hour away ) and drove there myself and picked up a new tv which they had in stock all along ( our old tv was deemed unrepairable and we got a store credit in warrnambool )
I found this a massive inconvenience that could have been resolved quickly had they just got one from a nearby store
Looking forward to hearing your feedback

Regards

Date 2/05/2017
We spent two hours with a sales advisor to choose the best product for my son in year 12. We were specific about our needs. Both of us were present and the sale advisor was clear that he wanted to help us. He stressed that we needed complete care, saying that if we were to have any problem at all with our computer it would be replaced. His words were "that they don't even send them away, they replace them, " we walked away with confidence, spending $1400, $900 for the computer. $500 was extras which we were told were extremely important. We were told to purchase a power surge protector, in the case of a power surge as apparently, this was the only thing that was not covered. Three weeks in, a tear appears on the computer screen at the top. The computer has not been dropped, mishandled in any way & is kept in a case. We immediately return to the store where we are told that it will be sent away, with no guarantee that we won't pay for it and that it will take two weeks. They said they can try and get us a temporary computer, but it will be slow. This is alarming to my son in year twelve, who is sitting important tests this week, who needs his computer. It was then suggested that we take the computer home and contact Acer ourselves as it will be quicker. We leave feeling totally fooled by the initial purchase and not sure of what to do and uncertain to exactly who we are contacting? The next day I call to speak to the original sales advisor, as surely he will follow through with what he sold us. His immediate response is asking if I took out a Flexi plan and that is what they recommend for students. This was not mentioned in the two hours of the initial consultation. He says they recommend this for these situations? This wasn't mentioned at all in our initial contact. He also then says we need to send the computer away and it will take 3 weeks! No mention of the computer being replaced which was repetitively mentioned in the sale. I question him and he deflects. We would like a replacement computer or an immediate refund. We were given misleading information, there was no mention of the computer not being replaced if there was an issue with the screen, there was no mention of a flexi plan that would cover this. We were given misleading information to what customer care was. We need this to be resolved promptly so as to not cause any disruption in my son's study. Neither of the sales advisors took any responsibility for what they have said to us and to what they are willing to give. We feel that we have been manipulated for a sale.

Good afternoon,

Here is record of my conversation on Harvey Norman Facebook page. contact by my husband had My husband's emails of the 6th May onwards have not been answered to date.

'Hi, very disappointed with Harvey Norman online! My husband paid $268 for an LG Soundbar online over a week ago for colection from Moorabbin store.
Email came back saying " we have decided not to accept your order' No reason!
$268 has been debited fron our credit card No credit as yet!
We assumed there was no stock left. WRONG We callled into Moorabbin store Saturday 13th May. Manager Angelo said there was one available and he was anazed at the enail from online so he kindly cancelled the order as we had heard nothing from online re a refund. We are still waiting for a refund !What is going on here? Totally frustrated. Angelo said he would get the product for us and we would cone back and pay after the credit is applied to our credit card We don't want to pay twice.
Chris and Charles

Very sorry to hear Christine. Please send us your order details so we can follow this up with our orders team for you. Thanks for bringing this to our attention, and apologies for the inconvenience
-KF

Thankyou! The order number is [protected]. Date 5th May.
Chris

Thanks Christine - let's get this checked
-KF

Good morning,
Just checking to see the progress of our refund. Charles Lopatko [protected]. We want to go to the Moorabbin store to buy the product but dont want to pay twice, Perhaps the best option is for us to contact our bank to cancel this charge . It"s been 9 days since we received the email from online and they have not advised what they plan to do with our money!

Thanks for your patience, Christine. We are getting this checked out for you with our online orders team. - RT

Thankyou

Hi again Christine - just got word back from our security team. If you could, please email them at security.[protected]@au.harveynorman.com so they can action this further for you. Thanks and regards
-KF

We have emailed them over a week ago and also yesterday. No more wasting time for us.
Dont worry my husband is on to the bank now to cancel the transaction .Extremely disappointed and angry. Such a waste of our time. Next time we will buy online elsewhere . Gerry Harvey wonders why people are deserting Australian online shopping! Cant trust them.

Hi Christine - the order was not accepted by our security team as the email address on Order [protected] appears to be linked to another order that we had received a $2, 449.00 chargeback loss on. If you could clarify this for us it would be appreciated. Thanks - GW

No way. We have never placed an order before with Harvey Norman online..The credit payment of $268 on my husbands visa card has been billed regardless. Why? .
I suggest security are confusing this and inept. Unbelievable! Anyway my husband has contacted NAB to cancel the debit.
Your company is totally inefficient If there was a concern the correct procedure would be to ring my husband - not charge his credit card illegally.
He will be writing to Gerry Harvey with this record of conversation.

I have ordered a Samsung 55 inch curved TV online on 24/4. Two days later a staff Justin from Harvey Norman Chirnside Park called me confirming my order and asked whether I want to add insurance. After one week I received no news from them so I called them again and they told me there was no stock in the whole Victoria and offered to supply a normal Samsung TV as a replacement. My complaint was why you put up an ad but actually you have NO STOCK! Also the staff at Chirnside Park HN will not contact you proactively. We want a curved Samsung TV rather than simply a refund. It is nearly a month, but my issue still not yet resolved. I can't believe your service was so unprofessional because you are Harvey Norman but not any small retail shop. Very disappointed experience! Regards Calvin

Harvey norman sunway velocity kl malaysia. There is no email address to lodge complaint as it is a new outlet. All email sent to kl all undelivered.

I went to harvey norman sunway velocity on 7 may 2017 to develop my overseas photos. I told the staff ms lum wei shan that all photos to be dated several times. The next day, when i took back all 482 copies photos were undated. How irresponsible, forgetful and blurr staff she is.

She just said oh..forgot to press date button and sorry. Is this acceptable to a customer.?

Very angry
Mdm leong [protected]@gmail.com
[protected]

Jovanka Seslija
11/150 – 152 Chuter Ave, Sans Souci, 2219 NSW
Phone: [protected]
To whom it may concern
Re: Official lodgement of complaint of services rendered
I am writing to express my complete and utter disappointment in my experiences with Harvey Norman Liverpool while trying to purchase timber flooring for my place of residence.
Last year I bought Bamboo timber flooring from Harvey Norman's Liverpool location. Considering I am a customer with no experience at all with this product and the processes involved, I went to the store under the impression that I would be helped by experienced sales staff; and that my job would be completed to a high standard given Harvey Norman is such a reputable, well respected organisation.
I asked to be shown some Bamboo timber flooring. After being shown a product by the sales person, my comment was that the colour was nice. He proceeded to ask me the required, and we had a normal conversation in relation metres required and a price was quoted. 70 square metres at $3880.00 was agreed upon. My brother assisted in the delivery to my home.
The first comment from my installer was on the thinness of the product – he had not seen timber flooring so thin. I commented that this was purchased from Harvey Norman, how could this be a substandard product? I advised him to proceed with the installation.
Several days after installation of the product the timber was moving under my feet, on walking over the floor it was not firm and moved while being walked on – this occurred over the entire area. It was my uninformed assumption that the timber required 'settling time'. I was mistaken. This was the beginning of a very frustrating and unacceptable incident.
I contacted the installer and he said the installation was done entirely according to standard, but as he had previously mentioned to me, the timber is entirely too long, thin and narrow. (10 mm x 90 mm x 185 mm). Entirely unsuitable. The floor never did settle, feeling solid and in place on the floor in an appropriate manner.
In March of this year, the flooring began lifting, in all areas. It was then I returned to Harvey Norman to express my concern and explain the issue in full in hope of rectifying my situation that was becoming increasingly stressful to not only me, but my elderly parents who also reside in my home. The gentleman I met (Rynal) with advised he would come and inspect my floor, and this did occur a few days later. His opinion was the installer did not allow enough room for movement and that a larger gap (expansion) should have been allowed. This allowance should have been 16mm due to San Souci's high humidity level.
I then proceeded to instruct my installer to reinstall the flooring making allowance for the 16mm gap. The floor was laid again in accordance to Harvey Norman's instruction of the 16mm gap. This was commenced by my installer at a considerable inconvenience to my household with the exact same result – the flooring was moving and instable again. After completing one room, I instructed him to cease the reinstallation until I could receive further advice from Harvey Norman. I contacted the same person that inspected the situation previously. Prior to this I made many investigative enquiries as to the thickness of the product in attempt to understand why this situation was turning out so badly. I had a discussion with him about the product being too thin (nobody is selling 10 mm bamboo flooring), and he advised me that Harvey Norman has the exclusive right to design and create products in any way they see fit, and he agreed to contact Head Office and I would receive return correspondence in 48 hours. This time elapsed and after many phone calls from me I was advised someone else would come to my home and reinspect. Some days after this the same gentleman arrived and took some measurements. I also mentioned that timber board from the packet) is not straight and he took some photos of them.
It was at this time I asked him of the possibility that I be refunded the cost of materials so I could purchase a product at the correct standard thickness. He advised they do have a 14mm thickness but due to the cost I would be required to pay the difference. He offered installation and all together would cost me additionally about $4.900. He also advised he would see if he could reduce the cost of the difference if possible.
I was in shock at the realisation I would have to pay so much more for this situation that was becoming untenable. He then promised he would call me back that Friday afternoon. I waited till Monday until I called again, and at this stage I put to them that they were misguiding me intentionally and I asked to speak to someone at Management level. He did not provide me with a number for anyone at this level, but advised I would be contacted. I received a phone call from a representative called Justin ? informing me he would be at my home in one hour. He attended and I proceeded to explain the entire situation from the beginning. When I mentioned the gap required by Harvey Norman's staff required, he said this bigger gap was actually not needed, and this was not required by the installer. He stated the surface underneath the timber is not level. (not flat enough)
This caused further stress as I know my installer checked this again on reinstallation. Given this situation was becoming intolerable and somewhat out of control I requested he write me a report. It has been over ten days without a response. I find myself incredulous that a reputable company is not assisting me in any way to resolve this situation, and this is not acceptable. My elderly parents have been forced out of their home and I seek a resolution as a matter of urgency.
I am asking once again about possibility to get money back and I will try to organise something else, even if I already lost $3.500 for the installing.
I hope you will understand my situation. Thanks in advance. If you do not response in a satisfactory way, I will lodge an official complaint to the Consumer Affairs asking for the compensation for myself and my elderly parents (85 years old people) for mental, physical and financial distress caused by this.
With regards,
Jovanka Seslija

12 march 3pm brought a brand new Laptop September 2016 from Harvey Norman Cannondale Qld
sent my wife to browns plains Harvey Norman to get a replacement cord but was told to call Asus for a free new cord were is customer service not happy at all now I have to wait to Monday for Asus to open and Harvey norman don't even care Brian Mciver
mobile [protected] if this matter is not resolved I will never buy anything from Harvey Norman

I purchased the Philips Steam Iron Model GC - 4918 from Harvey Norman on September 15 2014 and included an extended warranty 2 + 3 years. On 1 February 2017 the iron was not working and I took it to Philips Customer Care Services Center in Petaling Jaya, Selangor Malaysia. They accepted that faulty iron for checking and stated that they have to refer the matter to Harvey Norman as it came under the extended warranty clause. I subsequently spoke to Harvey Norman Extended Warranty (Contact phone no [protected]) and they told me that Philips had contacted them and they had asked Philips for an estimate to repair the iron. Subsequently I have been chasing them for the repairs and last week on Thursday, 9 Feb they told me that they could not repair the iron as it was not in production anymore and no spares were available. I then spoke to Harvey Norman again and they told me that they would look into a replacement of the iron. Harvey Norman promised to get back to me promptly on this matter but to date there has been no response on the replacement of the iron.
What infuriates me is the poor quality of the Philips product. How can a product be made obsolete so soon. I am sure it must be due to poor design and many complaints on this particular model of steam iron. If this was the case then they should voluntarily recall all the steam iron sold and replace them free of charge. The other problem is the slow response from Harvey Norman in settling this matter. They appear to be dragging their feet. Can you assist me?

I took my Dyson stick into Harvey Norman in Springvale on Monday 16-1-17
I approached Kate, with my Dyson, she was on the phone and I said I'm having problem's with my vacuum. She was already on hold with Dyson, she said" I never want to deal with Dyson again, they are a piece of crap, cheaply made in Malaysia, and sold here over priced here" she also said " they wouldn't suck a spider off the wall". She was still on hold while talking to me. I said well I definitely want my money back and don't want it repaired, after what you have just said. She said you have to see the store manager Steve.

This man was the rudest person I have ever dealt with. He said that I didn't clean the Dyson, he was sticking a pair of scissors into the head of the Dyson twisting and turning for 5 or so minutes.I told him I would be back in half an hour, he had me so stress. I came back and said the vacuum is no good, I'm not happy with quality, he said said no it's fine. Again have never been so insulted in my life. Will not go back to any Harvey Norman
I expect a response from Harvey Norman Head office
My e-mail address is
[protected]@live.com.au

Over the past two decades, it’s been a wonderful experience having a merchant in town like Harvey Norman, previously Murray Neck. I’ve had many delightful relationships with the store staff over the years that it was almost like a family member. It’s unfortunate to have that image tarnished by recent events for a product costing $379 when our family has purchased tens of thousands of dollars in Harvey Norman products over these 20 years.

My wife purchased a fitness band with product care in April 2016, invoice 613586, and it failed in July 2016. I’ve asked for a store wide credit as I wish to keep the money within the Harvey Norman family. I’ve been refused a store wide credit by the Computer and Electronics manager, Nathan, and had about an hour-long conversation with him requesting a store wide credit. He became annoyed at my persistence and threated to call the police. My thoughts are I’m out both a product and $379 and he wants to call the police on me?!? I’ve provided a simple resolution to this by allowing me to purchase something else in the store from any department.

I’m contacting the ACCC to see if they can provide the resolution to this issue. Again, it’s unfortunate the enjoyable memories of years going into the store have been tainted by this event. Perhaps I will turn my voting dollar to the Internet.

I see the days of “family” like businesses diminishing.

Regards.
Joe Tinfina

On Sunday 08/01/17 I purchased a fitbit blaze fitness watch from Harvey Norman Bathurst. ( I live in Cowra, over 100km away)

I enquired about the watches and the salesman advised me on the fitbit BLAZE. He went and got one for me to try. I was happy enough with it but it was blue. I asked him for a black one. He went out the back and got the black one for me.

I made my purchase etc and left the store.

Ive come to work today and brought the watch (unopened) with me so that I can set it all up during my lunch break.

I have noticed it is the blue watch. Basically he went out and grabbed the same colour. I do not want the blue watch.

I rang Harvey Norman Bathurst where I purchased the watch from and explained the situation to them. They said to bring the watch back into the store and they will swap it over.

The problem is that I do not live in Bathurst so I asked if I could send the watch by a courier (I work for a freight company) and have the watched exchanged.

I was told no, it was not acceptable to receive the watch by post or courier.

I will not be able to get back over to Bathurst for months.

I know that there would be policies in place regarding these situations and I understand that if I were just to change my mind regarding the colour then maybe not acceptable. BUT, this was not my fault. I specifically asked for a black watch. The salesman went out back to get the black watch and I ended up with the blue watch. So now, because of the salesman's mistake, I have to pay the consequences. How am I able to exchange the watch with out taking the time on a weekend and waste of fuel etc to exchange it.

Ive spent a lot of money at Harvey Norman over the years and this has really upset me. I know it is only a minor complaint but I didn't get the product I purchased. I will now have to wait months before I get to Bathurst and that's 3 months of warranty wasted as well.

Thank you

I walked into the store to look at powered recliners I know they are right at the back of the store.So to the back of the showroom I went.Trying out the comfort etc of them I was there for at least 10 minutes.Looking around for some help and right over the other side of the store was a male and female chatting away.So walked over as I did the male could see I was heading in their direction BUT instead of coming towards me to see if I needed help oh no he just kept chatting.When I finally got all the way across the store to them I made the comment normally staff come over to customers not the other way around.The female got another lady to help me.I didn't take notice of their names.But the lady that served me her name is Rhonda very nice and helpful lady.More than I could say for the other two.If I didn't really want the powered chairs I would have walked out of the store.

I bought and paid for a new laptop to be delivered on the same day. I then received an email saying order rejected. When I made enquiries about this I received the biggest tap dance and waste of my time transferring me back and forth until I got onto the security online people who were the rudest most arrogant racist people I have ever talked to. I was offered no refund as a small amount of money they claim to have transferred $0 to $1 to verify my card did not come into my account and despite them taking FULL payment for an item that was never shipped from same card. I am still out over $1000 and no laptop. DO NOT trust them. Of course no one at Harvey Norman can help with my complaint now..It is pass the buck time. Thieves ... I have to now take legal action to get back my money for their arrogance..

I Purchased online a doona. on 15/06/2016. Order Number [protected]. I received confirmation email saying I could track the product online by opening an "account" 1. I would have preferred to pick up the product at the CBD shop in Melbourne than have it delivered. In the drop down menu it gave many choices of shoos but all omitted the CBD Melbourne . CBD Melbourne can also be known as QV Melbourne. None or anything like that was listed in the drop down menu. Hence I had no option other than to pay the home delivery fee of $25 and arrange to be home to sign for it. 2. I opened an account and tried to track the order on line. I have tried many times the last just now and each time it says I have " no orders". I have sent many emails to the online email address given and all have been ignored, though once I received another copy of the order, being an irrelevant response. All matters have been ignored.

Harvey Norman has caused me to incur much administration that should not have been necessary if there online ordering system had correct information. This System has also caused me to incur a delivery fee that would not have been necessary id the correct information was available in the drop down menu. Inconvenience has been caused by not being able to pick up the item and further inconvenience and costs may be caused as a result if mot being able to track the item amc so be availavle to take delivery - I have asked for it be left at the door but the online imfo says a signature is required.

I believe Harvey Norman should respond by email.

I had visited Harvey Norman located at NU Sentral, Kuala Lumpur today (31st May 2016 around 8.15pm). The reason I had visited is to help a customer (Blind Man) who was seeking help to send him to Harvey Norman as he wanted to buy some electrical cooking pot. I have told the guard to assist the customer (Blind Man) and I had walked off. Suddenly the guard asked me to bring him out from the premise as his boss will scold him if he gets know that allowed the customer in. I have shouted to the guard and said I need talk the boss right now. Suddenly a guy who working for Harvey Norman came and assist on the issue. I did not ask his name or position. Anyway I had bad experience and need management take a look into this complaint. I will looking forward the prompt respond on this matter urgently. Otherwise I will escalate this issue to the higher management

I would like to know :-

1)Is there any rules and regulation saying that disability people are not allowed to premises?
2) Harvey Norman practices allow people based on their appearances?
3) No Courtesy or training provided to each an every employee on how to deal with customer?
4)What are the sales person responsibility if not going to assist customer?
5)What are the action to be taken to prevent such scenario?

Please advise ASAP

Thanks and best regards,
Gayathri

Had a stressful yet annoying experience with my recent purchase of air conditioning unit with Harvey Norman Midvalley. Paid for the air-cond installations along with delivery of the unit however it takes weeks to arrive and then there's no follow-up on installation schedule for me, until I called back and enquire for my slot.

The nightmare started when Harvey Norman engaged this R & E Air-Cond Specialist company (3rd-party contractor) to complete the installation for me, agreed on an installation date & time for a 10am slot since a week ago however the assigned technician not showing up during installation day. Called back to Harvey Norman and was told that technician is making his way so getting me to wait for another half an hour. Unfortunately technician does not show up the whole morning, and the contact person from R & E just mentioned that the assigned technician (actually another 3rd-Party contractor outsourced by R & E for Harvey Norman customers) has gone over to another customer site for installation work hence can only come by in the afternoon. The waiting continues through the afternoon and the mentioned technician still not showing up, the last response given back to me after numerous chaser calls by 4:30pm was that technician was shorthanded hence not being able to make it to deliver my unit for me on same afternoon, thus requesting the wait to prolong to next day.

I wasted a full day waiting for nothing to arrive, I'm totally disappointed with the quality of delivery service provided by Harvey Norman Malaysia. The said contractor came by the next morning to complete the delivery and installation work however the delivered unit does not come in a complete set as per spelt out in the order confirmation sheet printed when upfront credit card payment was made. All are disappointing and not up to the service delivery expectations I have for a multi-national retailer company.

On 10 April 2016 I arrived early on Sunday morning to a disorganized shop, staff were more into social chatting with each other than serving a customer.

It t took 10 minutes to get attention, I had the misfortune to meet up with the most obnoxious young man acting as a sales person,

I asked for a replacement Bluetooth mouse, he said I cannot do that bring it back Monday so it can be checked, he then made the comment that's the problem with bluetooth mice, I said it does not work, his answer bring the laptop in on Monday, I replied why do that the mouse does not work.

As this was going no place I asked for a refund he refused.

I then went to Noel Lemming Nelson and bought a new one.

I purchased a Fitbit surge on Saturday 26th March I took the product home and had trouble with setting it up. I followed the instructions and it would not update. I tried for the whole of sat and Sunday and still could not get it to work. I took it back to the store and said to the manger Chris that I suffer severe anxiety and that the watch would not set up and that I would like to return the product as I don't need to be anxious over a product that wouldn't work. He said that if he could set it up then there is nothing he could do for me and treated me like a criminal. He got the watch to set up and said I will put it in a bag as there is nothing I can do for you. I started to have an aniexty attack in the store and he said that if I have any more problems to bring in my laptop and show him the trouble I am having. I said all I want to do is return the product as I don't want anymore anxious moments with it. He fobbed me off and walked away. I then asked a lady if there was anyone I could talk to and he told her to ignore me. Maria from furniture calmed me down so I could go home as I was a mess as all I wanted to do is return a product I wasn't happy with. Chris was rude and aggrant and he didn't have a care in the world about my concerns. All I want to do is return the product as I am unhappy with it and I don't need any more anxiety attacks over this product. I also bought a laptop on the day for my son.

Thank you
Enza
[protected]

I have a very terrible shopping experience with harvey normal today.
I go to Maribyrnong store to buy a 'Tefal Master Valet Garment Steamer', the staff in Maribyrnong store offer me $188, but unfortunately it is out of stock in Ma
ribyrnong store, and then the staff refer me to Hoppers Crossing store. Then I drive 30 mins to the Hoppers Crossing store. I speak to female sales, called Golf, with a black long hair. she says she can offer me $188. But when I pay for the bill, she charges me $199 and says she never offer me $188. I uphold my opinion, she change her saying, she says because I pay by instalment with Harvey Norman credit card, the best price is $195.

I believe this is an excuse, I perceive that is discrimination, unfair trading and lie from her telling, attitude, action.

What is more, when I require to see manager, she says she is the manager, I am shocked that why Harvey Norman has such a terrible manager who put her mood onto the customer. Never think customer is the first.

Moreover, when I ask for the complain number, she gives the store number instead.

I am loyal customer of Harvey Norman, Harvey Norman is my first choice but not the good guy. This time I feel very disappointed. I was going to report ACCC, but I didn't do that, because I still trust Harvey Norman will give me a satisfied answer.

We going shift to new house soon thus thinking of buying some appliances. We walked into Harvey Norman of ikano power centre after dinner. There is one staff quite friendly and explained to my husband when we are looking for TV. Whereas I'm moving around to make comparison. And I saw one model which I quite like it, thus prepare to snap a photo on the specification of the model. There is one indian staff with specs standing next to the model, stopped me with black face and said cannot take photo. He wasn't there initially, when I walking to this area and stand in front the model tv, he walked to the same place and lean against the cabinet too. With the spoilt of mood, I asked the friendly staff aforementioned whether can we take the photo, he said can. However, there is no mood for me to shop, a bad egg spoilt the whole community. No helping in sale, no sense of welcoming, rude attitudes, he will only drive off the customers. I think I will never shop in Harvey Norman. Please take serious of the staff attitudes!