Harvey Norman
Reviews and Complaints

I left my mobile number in your queue yesterday and again today but you failed to call back.

I purchased a Lifespan Fitness Tower 441 online on 17/6/19. Less than 2 years later it broke

I have been unable to speak with anyone from your business for assistance with honouring my warranty.

You failed to send me a receipt at the time of purchase. All I have is Order No. [protected].

You have seven days to contact me on [protected] and I require an email sent to [protected]@gmail.com failing which I will commence proceedings in the NSW Civil and Admit Tribunal without further notice.

I I tend to take this further as you have sold me a defective product.

L Voory

I purchased a printer today from assistant 22 Pankaj. He was speaking so quickly, and selling so hard I misunderstood him to say that the printer did not come with ink and I had to purchase those for an extra $49 dollars above the printer price and the tech would install and test these for me. He kept trying to sell me a dearer product while I was asking him about the Workforce over and over stating thngs like in 6 months I would even the extra money out with a pricier printer than the Workforce. I stated no, I would like the Workforce and the printer ink please. He took my phone number and tried to sell me a surge guard, and a anti-virus and a VPN protector. No, I said, just the printer and the ink please. He rushed me over to the tech and said to the tech quickly please, I want this sale. He took the money from me and left me with the tech.
Because I had been in a car accident yesterday, I have whip lash and a headache. It took me a minute to realise that the inks were actually in the box along with the printer. I questioned the tech around this and he said, hang on, we;ll get Pankaj to come over. When I questioned Pankaj, he was speaking very quickly and extremely assertively that in no way did he say that, three times he said very strongly that he explained to me the extra money was for the tech to insert the cartridges and test the printer. He was adamant to the point I did not have the strength to disagree because I was feeling so unwell. The technician was fantastic, he apologised to me, he was obviously very embarrassed, he did his job extremely politely, explained to me I could raise my concerns with you and even carried the printer to the car for me. I was very thankful for his kindness, because I was so upset with the way I had just been treated so dismissively. Pankaj said loudly, look it even states it comes with ink clearly on the box. I didn't get an opportunity to examine the box at any stage. I would like my $49 dollars back please. Thank you for listening.

Hello

We have been waiting a month after submitting photos and going into store twice for someone to help with replacing or fixing lounge.

We received a phone call two weeks after submitting photo and told we would get a phone call from distributor still waiting.

Went into store 7 days ago and told a customer service operator would ring the next day still waiting.

We would like this matter resolved we were happy to have the lounge fixed but after waiting so long for any kind of service I would now prefer to have the lounge replaced because if it takes this long for any kind of service how long are we going to be without a lounge.

I am thoroughly unhappy with the service and the condition the lounge is in. We have bought at least 3 lounges and other furnishings over the past 30 years and have had no problems.

Photos were submitted a month ago.
Invoice no.1743444
Michael Noel

Kind regards
Janelle & Michael

My husband Martin Van Ree got these Sony headphones in March, they cracked on the first use in 4 places. He used them for a a week as I couldn't get back to the store due to the distance, so I rang Harvey Norman Griffith and they said nothing the can do. These headphones cost over $300, an you explain to me how this is not covered under warranty? He is in a nursing home and hasn't mistreated them in any way.
Thank you
Michelle Van
10 Box street
Leeton 2705
[protected]

[removed]
2/6/19

To whom it may concern,
Complain about transaction No 6178293 and invoice No 9309497
I would like to inform you of our unpleasant experiences with Harvey Norman, Cannington.
We ordered dining chairs on the 26/12/18 to replace our old dining chairs for an upcoming event. Our customer service person was Sonali Chachad and she told us the chairs were in Sydney and would arrive in around two weeks' time after the holidays. The cost of the chairs was $1170 and we paid $250 on the same day as a deposit. By the time the chairs had arrived it was early March.
After a few weeks, in January and February we rang the store and they said that the chairs had not arrived yet. We were not initially informed that the chairs would be arriving late. We were upset as we needed the chairs for the event as mentioned previously.
As a result, we decided on buying chairs from another store. We called Harvey Norman and asked if we could cancel the order. We were told that we could get our deposit back if we brought the card we made the purchase on back to the store. I was very busy at that time and couldn't come into the store for a while. At no point prior to this was it mentioned that I would have to pay a storage fee. The store manager then called us and said we had to pay storage fees. We were very upset as we had not been notified of this additional cost when we called to cancel.
Sonali didn't say we had to pay a storage fee when we asked to cancel the order and notified us that we would get one hundred percent of our deposit back. We agreed and had our order cancelled. The manager called us later stating we had to pay storage fees information which we stated was on our receipt. However, it only stated cancellation fees may apply and additionally we cancelled the order only because we had not been told that the chairs could have a two month delay. On the receipt it only states that "Cancellation fees up to 20% of the invoice value may apply". It does not state they apply all the time. Therefore, when Sonali said we could get 100% of our storage fees back we did not think that the cancellation (storage?) fees applied to our situation.
When I visited the store to talk about the deposit and resolve the issue, with Sonali, I was told that I would only get $20 of my $250 deposit back. When I tried to argue my point that we should have been told that the chairs could have a two-month delay and that I would incur costs, Sonali decided she didn't want to listen to me. Instead she decided to be extremely rude, telling me that she would not be listening to me and then going on to put on an act of not listening. This involved pulling exaggerated facial expressions, sighing and purposely not making eye contact. She had also been quite patronising when we first wen to buy the chairs.
I have been coming to Harvey Norman for over a decade and up until today have never had a problem with the staff as they are generally helpful and pleasant.
I would appreciate if you could make arrangements for us to get our whole deposit back as we were given incorrect information several times and misinformed by the staff about any fees for cancellation.
Thanks
[removed]
[protected]

To the Complaints Dept, Harvey Norman.

This email is to register a complaint regarding the service we received from your Fyshwick store Canberra, around the repair of the BBQ we purchased earlier this year.

We bought a Masport 6 burner BBQ on 13 Jan 2019, and had it delivered the following week on Mon 21 Jan. Upon assembly, we noted damage to a few panels in the corners, and it looked like the BBQ had possibly been dropped prior to delivery at some stage, or it was a manufacturing fault. Most of the damaged panels were internal and could be fitted without being noticed. However, one of the front door panels was also damaged in the same manner and could not be concealed as there was a noticeable kink along the entire length of the bottom edge.

The following morning we took the door panel to the store and spoke with Jason (surname unknown), the customer service manager. On inspection Jason advised us that the door panel would be replaced under warranty and that we would be notified when it arrived. The ETA was approximately 2-3 weeks. We kept the damaged panel, and it was verbally arranged that the panels would be swapped over when the new part arrived.

It is now 4 ½ months later, and to date, we have not received the replacement panel. Between then and now though, we spoke with Jason on numerous occasions for an ETA on delivery, only to be told each time that the panel had not arrived yet. Eight weeks had passed before Jason advised us that the panel had arrived in early March, and that he would personally deliver it to our premises and swap it for the damaged door. We pre-arranged to leave the damaged door in a certain location within our premises. On the day however, Jason had not swapped over the panel, but did help himself into our backyard to inspect the BBQ, which startled my son who was in the house at the time, only to leave the premises without having swapped over the part, or calling us with some sort of explanation.

It was left to us, once again, to call the store to ask for the reason the panel was not replaced. Jason advised us that the new panel also had damage (to the internal wall of the door itself), and wasn't sure what we wanted to do (accept the damaged panel or wait for new one). We told him we'd like an undamaged door so he ordered another one.

Many weeks later, now into April, we decided to pursue the matter up the chain with the store manager, Mitchell Bennett, as we were not seeing any progress. The manager promised to ‘look into it' for us and in the following few days he called to confirm that the door indeed been ordered with an ETA of two weeks. Four weeks later on May 6, after not hearing any more on the matter, we called Mitchell for an update. We were told it would take another two weeks. Since then, another month has passed and we have not been contacted again on this matter.

For obvious reasons we are now at the end of our patience with this issue, as we are continually being told that delivery would take 2 more weeks.

We are long-time customers, and your records would show many purchases from us over the past 20 years. Being such loyal customers, we would have expected better treatment. We suspect that the door was never actually ordered, however we are happy to be proven wrong so please forward us a copy of all the supposed orders placed for the BBQ door to date.

Also, we ask that the store either replaces the door as requested within the following 2 weeks, with some offer of compensation for the time and effort expended over the months in seeking a resolution. Failing this, we ask for a new replacement of the entire BBQ, fully assembled. If this is not possible then we ask for the return of our money in full.

Regards
Elvis and Suzy Bagic.

I took the above item into the Hobart Store on 9th May 2019. I was told it would be taken to their repaired ASAP. I called the following Monday and was told it had only just been taken as no staff available to do so earlier. It wasn't assessed yet mid week, a staff member called and said they still hadn't assessed as repairer sick so likely no answer until the beginning of next week (20th). I called repairer and they said they hadn't received it at the time Harvey Norman claimed and had only just looked at it and submitted their report. I did not want to call Harvey Norman store as felt uncomfortable dealing with sales staff. I called claims and received my reference of EPC19062529. They had not received the report as at Friday 24th May after 2 weeks since dropping off the vacuum? They called the repairer who had the wrong email and had to resend to the new email given by the product care representative. I was advised it will take 2 business days to make a decision upon receipt. I would like to state my frustration that I have had to chase all of these actions as don't trust the system to adequately follow through and deliver a satisfactory outcome in a reasonable time frame! I have been a very loyal customer to Harvey Norman and purchased many items over the years. The vacuum cleaner was purchased in December 2015 with a 48 product care replacement warranty at a total cost of $710. I am sure you do not accept that the delay in dealing with my claim is satisfactory nor within your guidelines? I find your after sales customer care extremely lacking. Please could you follow up my complaint to management to discuss further. By the time I get an answer from product care it will be almost 3 weeks. I can also say that a staff member advising me to purchase a cheap vacuum while I'm waiting rather insulting as I have spent so much already. I have asked product care if I can get a replacement if they give that option from another store as I do not want to purchase any more products from your company. I will also be vocal to dissuade any friends and family members from purchasing if asked for an opinion.

On 23Apr19 I purchased the above printer from Harvey Norman at Loganholme Qld; it was installed around the 25th April.
On Friday 10th May the printer jammed doing a double sided print.
I couldn't see how to unjam it, lifter the lid and the whole area under the glass was riddled with ants. I wasn't sure if this was the cause of it jamming, so on Sunday 12th May I took the machine back to where I purchased it from.
After waiting for half an hour or so to talk to someone about it, no one, especially the service manager (I think his name is Ryan). I was given the phone number of Brothers' on the Gold Coast and told to sort it out with them.
They weren't sure what to do so they gave me the number of their Sydney head office and suggest I discuss it with them.
Sydney said ant infestations would not normally be covered under warranty.
On Monday May 13th I took the printer back to Loganholme requesting a refund or an exchange as I know the ants did not originate at my home, after talking to Ryan on the phone; he asked me did I really think it fair that the store should wear the cost to replace it. I countered by asking if he thought it was fairer that I, an aged pensioner, who bought an ant infested printer in good faith bear the cost. He was really quite dismissive of my situation.
I also suggested that from a customer relations perspective he could be more understanding
I left the printer with him and said I needed a resolution to the situation
[There were a few ants in the box when I brought to printer home, but no nest therein.
I have had computers and printers on the same desk where I had placed it, for over 10 years and never had a problem with ants].

I went in on Tuesday 14th (I think) and again it took some time for someone to come and talk to me, I was getting somewhat upset, finally Stu who sold me the printer talked to me and said he would get the manager to phone me to discuss the whole situation.
I had to travel interstate on Thursday and returned on Sunday, but in all that time I was not contacted (I had my phone with me and switched on).
I went back to the store on Monday 19th May to find out what was happening & saw Stu again who was surprised the manager had not phoned and said he would leave an emailed message on his desk for him to contact me.
No call, went back in yesterday, Wednesday, and saw Stu again who advised that the manager was not in but would get him to call me.
It is now Thursday and no one has the courtesy to call. I don't even know what has become of the printer, no one has told me anything.
Your customer service is a joke, all this distress, meanness and total lack of respect for an item that might cost you $100.00 or so.
I have bought a number of things from you over the years, but I am so disappointed with the treatment I have been given; I don't if it is because of my age or that it wasn't a very large purchase (but big enough for me on a limited budget.

Again, I am seriously disappointed with how I have been treated; I am not trying to lay blame on anyone; I don't know how the ants got in to the printer, I just know I don't have an ant problem in any area of my home; printer gone ants gone.
I really didn't need this totally frustrating situation as I am coping with serious health issues with a family member, and I need a printer; I am a volunteer treasurer and have not been able to access printing for about three weeks.
I do hope I get some positive response to this email.
I apologise for it's length.

Regards
Laonie Stokman

Hi,
We bought a washing machine and a freezer on 28/4/19 and in the deal we paid for was a 6 kilo box of OMO washing powder.

We are still waiting for the washing powder and it is now 18/5/19. I have paid for a product that has not been supplied.

When the washing machine and freezer was delivered the delivery people were rude and at one stage refused to take the old washing machine ( I paid to have it removed)

I left a message for the Manger of Morayfield to give me a ring as we also had water through the house because they did not connect the washing properly. I let the Manager know about the water through the house and he said it wasn't good enough and we should get the OMO .

To be honest i did not think for 1 second the Manager cared at al l! As he did not ask once if there was any water damage to our home, And we still do not have the OMO i am sure 1 of your stores would be able to help with this.

I have used Harvey Norman for the last 15 years and if you look up my details i have bought over $20, 000 worth of products if i do not see the OMO or a apology within the next 7 days we will never buy a thing from Harvey Norman again . Your Manager who rang me did not even care that i had water through my house and straight away blamed his Team .

Very disappointed with Harvey Norman ( The Team member who helped us in store to buy the products was very professional, Maybe he should be the Manager )

To whom it may concern,

I brought my brand new HP printer for repair. I bought the Printer in February in Liverpool and I started using it in May (Yesterday). I realised that the USB spot stopped working. I took it to Harvey Norman office in Dubbo for assessment. The technician (Chris) asked me if I have called HP and I said no. To my greatest surprised, the technician called me and said that the printer has no problem that problem is from USB and that it worked well with his USB. He said maybe my USBs were fault. I used my brand new USB it was not working as well. I accepted what he said and I told him that I will buy another USB.

No repair was done on my printer and at the end of the day he charged me $29 for doing nothing. I asked him why I am paying, he said it because the fault is from USB. Is that how it works in Harvey Norman? Why on earth will I be paying him? What did he do to to my printer? Nothing! This is very very on unfair.

You guys sell faulty products and extort money from customers for repair. This is very bad and unfair. Thank you Esther

Ordered tv online on 7 May checked availability at closest store paid for it went to pick it up and product hasn't been available since 14 feb. no explanation just given refund. Was not happy so went into store but they could offer me nothing. Put in query about product, supposed get reply within 48 hours. No. Put in another query. Still no reply. Tried live chat, they would pass msg on. 4 days later email says problem resolved! Really, nobody has even replied to me. No explanation, obviously customer doesn't come first! Somebody tell me how do you sell a tv that hasn't been available for 2 months ?

Ordered this item 2 weeks ago and was advised yesterday 10 May 2019 that we will not receive until mid to end of August 2019 due to having to wait for a shipping container to fill this is Tasmania not overseas ! I am not sure what the delivery process is but this is ridiculous . I did ask the question why can't it be put in with other furniture or other items coming to Tasmania and was told this is not company policy. These items are to the value of $6000 I am baffled on why Harvey Norman would not want to push this order forward. We have been told the items are already made it is just a shipping issue. So we are currently sitting on the floor until August 2019 no happy !

5th of may 2019 I went to gepps cross and I was looking for speakers and I have a question so I went to one of he worker who is siting on chair and serving another customer he replied in nice way I am with customer I will get back to you and he ask his another co worker to serve me his name is ralf he is white guy wearing optus t-shirt and he said I m doing some work so I cant help you, when I show his phone on his hand he was chatting on messenger I dont know when harvey norman start replying on messenger. I feel like he don't want to serve me because I am brown? And after one minute one white guy ask him and he help him straight away.
I had chat with jason who is manager in electronic department and he listen he said I cant help you because it is not my section but he try to contact with that department manager but he refuse to talk to me and I got message like manager he is at back dock.
Very disappointing and very rude behavior. I am working in retail need to teach your employee how to behave with customer if your customer is white black or brown.
Never ever come back to your store.

I bought bed frame tallboy and bedsides end of October 2018. When the staff delivered the furniture to my house. I found some tallboy and bedsides handles were very bad. And I shown to the driver. He made a record. And asked me to pay the balance. He said the customer service would contact with me to solve this issues. I made many many calls and sent many many emails. They always said they would arrange someone to fix it. But the issues is still not solved till now. And they never contact with me actively. I am so disappointed with The service.

Please see email below sent to Harvey Norman Bennetts Green flooring manager Matthew Cox. I have been dealing with him since 2017 and wish now for my floors to be removed and a full refund. Matthew is dismissive and unhelpful and I feel I have no alternative but to engage legal support to see my way out of what should be a full refund on a faulty product.

Good afternoon Matthew,

As discussed with you this morning please find attached images of the faulty flooring which has been an ongoing issue since installation in late 2017. The original complaints with the floors were a bounce in the floor which I was asked to leave for 6 months by you and the installer to see if the weather assisted with the settlement. The floors did not "settle" of course, and became worse in the bounce. The next solution by Harvey Norman and the installer was to have my new home assessed for humidity readings and potential water leaks to rule out dampness as the cause for the product fault. This was undertaken and of course cleared and there was no dampness found. Finally yourself and the rep agreed after visiting my home and sighting the floors that the product was faulty and a large section of the floor was replaced with new boards. The installer made an error in the repairs and had to come back to fix the issue on 2 occasions after my complaints were dismissed by yourself. Since this time, less than 8 months later the attached images are what the floor looks like. The product has shrunk away from the edging leaving unsightly gaps in joins and exposing roughly cut edges. The edging slips off and is nothing short of a cheap and below standard product with an even poorer install. The floors are again spongy in places, particularly downstairs where they are airy to walk on and currently pose a trip hazard at the top of the stairs.

I am requesting a full refund of the faulty product. I no longer wish to spend my time or energy trying to have this substandard product repaired/replaced. After 2 years of dealing with Harvey Norman and yourself I am still unsatisfied and wish to exercise my right to return a product that does not meet the industry standard under consumer law and the product warranty.

I expect you will be contacting me in the near future with a date to have the floors assessed purely with the intention of removing the product and making good the damage to my skirting boards and any other additional costs associated with me having to have my floors replaced. I will not be using Harvey Norman Bennett's Green to install another product in my new home.

I will follow this email up with images of the carpet as discussed this morning which has again delaminated. This is the second room I have had to replace the full carpets in due to the product delaminating on joins.

If I do not hear from you in a reasonable amount of time, I will be seeking a legal avenue to gain relief in this issue. Please confirm you have received this email and treat this complaint with the seriousness it deserves.

We are a freight company that delivered a table of couple of weeks ago to a customer. On arrival there was a chip in it. We picked it up from the Albury warehouse unpacked as it was off the floor. The condition of the table was not checked by us nor the warehouse staff. Yesterday I got a phone call from Rowan the manager stating we would be receiving an invoice for $700. After a lengthy discussion rowan informs me that as we loaded the table we accepted it was in perfect condition. What a disgrace. We have never damaged anything in 12 years of freight work. This is the manager that stuffed up an online order of my dishwasher. I will never shop at Harvey Norman as long as he is managing there

Good morning,

I purchased & paid in full, for a stainless steel fridge, from the Harvey Norman Factory Outlet in Epping on Sunday 27/04/19. I had to organise a freight company for pick up & delivery of the fridge, to my home in Jamieson, 3 hrs away. I was shocked that the fridge upon arrival, was wrapped in 1 (one) layer of bubble wrap for the journey. Harvey Norman think this is a totally acceptable procedure?

Consequently, the fridge is marked/dented to the point that I will not be using it.

When I spoke to Steve (who sold me the fridge) he advised that that was normal procedure for transit, & then when on to blame the freight company i.e. The truck didn't have a tail gate, the driver seemed a bit "gung ho" etc. etc. When I asked why he let it go in the truck then, when he had a duty of care to me, his customer, he didn't really have an answer other than he didn't want to let me down as I was waiting for it?

I have asked for a full refund, as it is totally unacceptable with all of dents on it.
It's condition is nothing like what I paid for on Sunday.

I am still awaiting a call from Rick, the Manager, who coincidentally, answered both of my calls this morning & on the second call, I explained why I wanted to speak to Steve, & he said he would get Steve to call me, when as Store Manager, he could have dealt with this?

I will take this further if I have to, because I worked hard to save for that fridge & I feel that Harvey Norman are responsible due to the way in was wrapped for transit/delivery & the fact that Steve went on about the delivery truck not having a tailgate & the driver "not really knowing what he was doing" yet he willingly helped the driver lift it on to the truck, without any duty of care to me, his Customer.

I will accept nothing less than a full refund!

Rhonda Cartwright

HI,

My name is Jieqiong Chen, contact number is [protected].

I have ordered coffee table, dining table and chairs, outdoor table and chairs on Jan 2019 at Harvey Norman Bundall Gold Coast. The staff told me it won't take too long to get the delivery ; I been waiting for the whole month and I had to call the store and asked when I can get them(at the mid Feb). The staff told me that it will be little bit delay, it should be arrive at March. then I have wait until the beginning of April, there was still no one call me, so I have to call back and asked what happened. Then I been told that the furnitures were still on the way, it will take another 3 weeks to get in the store. I asked why it takes so long and why no one told me this in the beginning. There was no explanation or apologize. the staff told me that they can do nothing about it, I could have refund if I do not want to wait. I have not receive any follow up until today (27/04/2019). its the way more than 3 weeks. So I have to pop in the shop to ask for an accurate explanation. the staff Shelly checked the system and told me it has been arrived already and she can organize delivery to me. I am so shocked and upset. so if I did not go to store, I might never get my furnitures in my life? how funny? and there was no one give me apologize and solution in the whole thing. I did not lose my cool from beginning to the end. however the whole thing is so ridiculous, thank you for giving me the worst customer services experience in my life.

Now I am writing this email to ask for a formal apology and a reasonable explanation and solution. otherwise I will post this experience on social media, so disappoint.

Regards,

Jieqiong Chen

So I called Harvey Norman to request a receipt for a purchase I made on the 6/12/2018 for my fitbit versa as the fitbit company needs it so they can replace my faulty one. I have an account with harvey norman with my information and purchase history. However, because they apparently don't have an email listed on my account, they won't send it to me. I can't get to their store, so it's making it quite difficult for me. I have my Go mastercard account statement to prove its me. Can you help me please. My email is [protected]@gmail.com and my contact no. Is [protected]

I ordered a Dyson hot cool link purify fan online 10/04/19, cuz this item is not available in local stores, I received it on 17/04/19, The I have found a price on Official website is lower $100 and free delivery, so I contacted the first team online the next day, request a refund, however a staff who name is Adam very rudely, refused me, said the days must be within 7 days from purchase, but in 7 days I haven't received my item, it still not my own, how can you say I miss your policy? If I have got my item after 7 days, obviously I don't do this act. This is terrible policy, it's a robbery. Disgusting!