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I purchased a 3 seater swing, as a gift, for the new patio, my son was building. Took it down to my son and realized it would be too big for the area, so we did NOT open the box. I tried to get a refund, as the box was UNopened and I had the receipt. Told (quite rudely) that Harvey Norman do not sell goods, to give refunds. I tried to explain the situation, but was told they do not give refunds, for whatever reason. I was very annoyed, so I phoned Harvey Norman head office and spoke to a lady, who was so polite and she said she would ring the store for me and that I should hear from the store soon. I hadn't heard for a few days, so phoned this lady again and she said she would ring store again and I would hear from them. Several days later, I received a phone call, to say they would take the swing back BUT they would take 20% cancellation fee - that amounts to $99.00. I think this is "highway robbery" and I feel I am entitled to a FULL refund.
Can you help me to get my FULL refund.
20% cancelation fee is against the trade practices act
Suggestions:
1. talk to franchisee/store owner
2. call harvey norman head office and tell them about the cancelation fee (it is certainly not accepted as standard by Harvey Norman and i doubt they will allow the franchisee to continue to operate under the harvey norman name if he chooses to use such "tactics"
3. set fire to store :P
I purchased a plasma TV from Harvey Norman on Friday August 13 2010 and the first salesman I spoke to told me it would be in stock on Monday the 16th of August and delivered a few days thereafter. This salesman had to go out and I told this to the second salesman and he looked a little surprised but said it must be so then.
Today is September 3rd and to date I have not received no TV. called the store 4 times and have received 4 different excuses why the TV has not arrived yet...warehouse has been out of action...Panasonic has not released the particular TV yet...I am not the only one waiting...there are 40 costumers in the same boat as me..bla, blaaaa.
So it seem if they have 40 costumers on their waiting list, could this particular Harvey Norman store be holding $40000 of costumers money for about 20 days with no benefit to anyone but themself as they may well invest this money on the short term money market and make a handsome profit while the costumer is waiting and watching their old TV's.
I called and asked about it last Tuesday and was told it wold be delivered this week and they would call me the evening before to arrange a time, but as no call came this everning I guess it will be a few more days waiting time. VERY bad costumer service...think Harvey Norman and go shopping some place else.
Oh, I know how you feel. I had a complaint with Harvey Normam Loganholm, Queensland on 21 January 2011. I took the faulty telephone product back to the store. The staff just argued and argued and argued the toss. They tested the phone between 2 rooms and they said it worked fine. My reason for the return was simply the phone did not work in my home on my landline when I called automated numbers. Harvey Norman staff said I should complain to Telstra about the phone line. I wasn't doing that. Nothing wrong with the phone line. Its been perfect for 10 years. The staff kept arguing and refusing to help. They did not call for supervisors or manager, yet tried to accuse me of lying because I offered to buy a better moer expensive phone from their store. They said we do not do exchanges or refunds if you don't like the product. Well, that was red rag to a bull after the 10 minutes argument. I of course hit the roof and yelled at the guy stating my case. I did not threaten him or the store. I did not touch him. I just yelled stating the phone would not work in my home that I had lived in it for 10 years and had several phones and computers working without any problem at all.
Eventually some other Harvey Norman guy turns up. No smile, no hand held out introducing himself saying "Hi I am the store owner, Mr. so n so. Please can I be of assistance here to sort out any problem?" No. none of the polite stuff, lets calm the situation down and work things out over a $75- Telstra phone.
No, the guy just turned to his staff "Give the customer his money back immediately. A full refund! and you get out of my store" "You dont yell at my staff. I get you a refund and dont you ever come back to this store!" The guy never introduced himself, never apologised for any difficulty and clearly did not want me to shop in Harvey Norman again. Yes, I got the refund. Yes, I did explain I wanted a better phone and was to prepared to pay extra for it. No, he just scowled, never smiled once or offered any help or wanted to listen to my side. He was a much shorter guy and he wanted to do all the talking. Telling me off like a headmaster to a naughty schoolboy.
Well, I asked the guy for his name, because he never offered it. I asked for his card. He gave it and it said franchisee. And I can assure you I will NEVER EVER shop at any Harvey Norman store ever again, neither will my family or my kids, my grandkids, my friends and neighbours and anyone else who doesn't support the attrocious retail attitude. I mean the guy did not even offer to swap the phone over for one that did work. If this is the quality and standard of their service, to argue and argue with a customer till he snaps, then fob him off without listening to the customer's problem and helping him out, then I will spend my money elsewhere. In fact straight after my wife and I went to Myers and bought a phone there.
Harvey Norman Erina NSW refused to refund my bluetooth speakers when I changed my mind 2 days later. They hadn't even left the shopping bag. I was told 'no refund for changing my mind under any circumstances'. But their policy states 'normally no refund'. When I asked what they meant they said they'd take a 20% 're-stock' fee from the refund, which amounted to $86. I was disgusted so I went down to the store & insisted on a refund. In person, the same shop assistant said I could have a refund without paying the 20% charge when I said I would keep one of the speakers. So all that being clear as mud, how do consumers ever know what the Harvey Norman refunds policy really is? And whatever happened to good will! I'm never going back to HN, anywhere in Australia. I'd like to make a formal written complaint, but how? What I worry about is what happens to customers less assertive or more vulnerable than me... Shame on you Harvey Norman.
ACL states that retailers don't have to give a refund based on change of mind.
however, if the retailer would like to try and keep the consumer happy they should at least offer an exchange or credit
Change of mind laws
They actually don't have to give you any refund, you are lucky to get anything.
Without trying to sound like an A-hole, but being an ex employee of Harvey Norman, I get why they are charging a fee for returning a bulky item, you take up the time of a sales person several times. You also have the warehouse staff that have had to serve you and pick the stock and now have to check the stock and put it away.
If people did their due diligence and knew measurements before going shopping, life would be easier and cheaper.
If you went in with measurements and the sales person made a recommendation and got the sizing, colour or shape wrong then I would say it's up to the store to fix the issue (including giving a full refund)