AI reviews summary
Pros
Cons
Verdict
Overall sentiment regarding Harvey Norman is heavily divided, showcasing a stark contrast between experiences in-store and online. Customers who deal directly with helpful instore staff often report positive, efficient transactions, particularly for major appliance and technology purchases. However, a significant volume of negative feedback highlights widespread frustration with online shopping, delayed deliveries, and complicated warranty or return processes involving third-party suppliers. Consumers should carefully weigh the risks of online purchasing and after-sales support before proceeding.
After spending time arranging photos in an online Harvey Norman Photo Centre project I find that Townsville no longer offers free in store pick up. Appears that every shop in Queensland offers this service other than Townsville. I have used this service many times previously with no issues. Customers should be warned no in store pick up in Townsville before you spend time arranging the project.
Spoke to someone by the name of Sarah and she was completely not helpful. Just kept on sending me links to q and a’s, I know Sarah I did look at that. What’s the point of price match if your online staff isn’t willing to help and refuse to even work with the customer. And by other reviews you seriously need to look at your customer service whoever owns the company
Hi I wanted to review the wireless adapter that I was charged $40 originally l gave him 50 bucks but was not expecting without questioning he misunderstood he insisted on combine payment without realising the purchase was separate orders l pay by cash when I went to query him about l was changed $56 combining purchase he basically just told me… Read more
to get lost where after querying him he basically didn't care a dam of basically did not know what he was doing when charging a separate payment unexperienced Joe was at separating the purchases failed to listen to the customer questions when doing proper business I'm going to get down to the bottom of this inquiry him again to discuss what he failed to actually realize and solve my question he was thinking negative towards me and I'm going to ignore him because he was just being a rude l ripped off didn't sink into his head he was very dishonest I purchased pin plug cable I was not happy with how he scanned the items all one's and added up my items didn't look at separate payment l have every right to complain he failed to do right think I was expecting my change back of cash of change I said to him I wanted to pay by cash separate payment and card on second order not combine the purchase didn't not apply to him that paying separate payment of item you should get your change back if it was a separate payment he was convincing me to pay combine purchase that is without question he did all the convincing me to payment combining purchase when I didn't agree with that he misunderstood what questions customer want he went behind my back so called that he crookedly changed and combined purchased I didn't want him to do that way he misunderstood unexperienced with doing separate payments Mr Joe
Reviews with attachments
Absolutely appalling experience with Product Care at Harvey Norman Thomastown. The vacuum cleaner has repeatedly clogged, despite being brought back to the store three times for the same issue. On one occasion, they kept it for six weeks, only for it to come back with all of the accessories lost. This caused an even further delay while the… Read more
missing accessories were supposedly sorted out.
After multiple visits, weeks without the vacuum and the loss of accessories, the issue has still not been satisfactorily resolved. The Manager in Product Care has washed her hands of the matter, even though we paid for an extended warranty!
The level of service and communication has been extremely disappointing, especially with Manager [Name Removed] falsely accusing me of vacuuming ‘CLUNKY’ items and blaming me for the problem! I would not recommend dealing with Product Care at Harvey Norman Thomastown. Save yourself the frustration and look elsewhere!
Appalling after sales support. Over the last few weeks I’ve emailed them to help with my 4 faulty battery/USB clocks. 13 emails later from HN marketplace and I’m no further on. Every email they have sent me is from a different member of the team. No continuity. Some of them have misread my emails and replied with totally the wrong information. I… Read more
have sent them as a reply to 4 of emails a request for contact details for their complaints department. They have each ignored my request. I have kept all emails to and from them, and can prove what I’m saying. This is appalling service. I’ve requested a phone call, but nothing. Not even an explanation why not. All my emails have been polite. Bearing in mind that they have terrible reviews, shouldn’t a senior member of staff get involved in changing how they do things?
I purchased a lifespan boost 2 treadmill from Harvey Norman Online. When it arrived I unpacked, assembled and then tried the treadmill. After 5 minutes of usage it gave me an E15 code and the motor stopped working. Almost a month ago I requested the product to be refunded due to it not meeting its obligation as a treadmill. Harvey Norman have been… Read more
almost impossible to get any form of progress towards them picking the treadmill up, returning to supplier and then refunding the product. They only communicate when approached. Responding emails feel like they are kicking the can down the road and I have a sense they are gas lighting me. Is it reasonable to feel as though they are not meeting there obligations as a retailer.
DO NOT BUY ANYTHING FROM HARVEY NORMAN ONLINE. The item will sound cheaper but when something goes wrong you get no support nor have anyway of contacting them to address any issues. I bought a Blacklord treadmill through Harvey Norman Online in Sept 2025 and the incline motor stopped working 3 weeks later. Lodged a complaint with them and its… Read more
painful dealing with these guys. Will never respond promptly and nor take responsibility to resolve the issue. Don't be misguided by HARVEY Norman reputation, it's appalling and disgusting customer service. I will be approaching QCAT and Qld Fair trading on this matter.
Avoid Harvey Norman Online Purchases Delivered from a 3rd Party! If the item is not sold is store you cannot return the damaged or faulty item to a Harvey Norman Store. You are stuck dealing with the 3rd party with little or no way of getting the item replaced or money back. The Harvey Norman Online Team don’t respond to email except when pushed.… Read more
They have been avoiding my emails and only responded when I managed to get through to them via the phone. Still getting stuffed around with the Hyundai Air Compressor I purchased over a month ago. It was Damaged during delivery and it has been a nightmare ever since. I’m at a loss how a company as Large as Harvey Norman can take an order Online with upfront payment but doesn’t take any responsibility when the item is delivered damaged. Since when is Harvey Norman exempt from Australia’s Consumer Laws.
Bought a stand up desk and the product is faulty. Have sent multiple videos of instructions they have provided and still product fails. They expect you the customer to fix their issue. Do not ever buy from these scammers. Show details
I'm glad Rory at Harvey Norman Joondalupl served me, he gave me 5star service. So helpful and patient with my multiple questions and changing of mind of various products.. Ended up buying multiple tvs, fridges and washing machines for a few households as a result. Thank you Rory. Show details
My concern is not with Harvey Norman itself, but with the brand and its after-sales support. I purchased an Ecovacs Deebot T50 Max Pro Omni from Harvey Norman. Unfortunately, the machine developed problems shortly after purchase. What has been even more disappointing is the after-sales support from the brand. When a fault occurs, instead of… Read more
providing a straightforward solution, the customer is repeatedly asked to troubleshoot the machine, reset it, record videos, upload them and provide video links. The process is extremely frustrating and time-consuming.
Based on my experience, I have serious concerns about both the reliability of the product and the quality of the manufacturer’s after-sales support.
My suggestion to Harvey Norman is simply this: please be more careful when selecting brands to sell. Product quality is important, but reliable after-sales support is equally important. A brand that makes it extremely difficult for customers to resolve faults should, in my view, be carefully reconsidered before being offered to your customers.
For other customers considering Ecovacs products, I strongly recommend taking the quality of the after-sales support into account before purchasing.
One of the worst retail experiences I have had. Harvey Norman advised that my delivery would be on 20/08/2026. That date came and went, and my order was still not delivered as promised. The delay itself is frustrating, but the lack of communication, follow-up and accountability has made the experience much worse. I should not have to continually… Read more
chase a large retailer for information about an order I have already paid for.
If Harvey Norman gives a customer a delivery date, they should either honour it or contact the customer BEFORE that date with an explanation and a realistic replacement date.
Instead, I have been left inconvenienced and extremely disappointed with the level of service.
For a company of this size, this standard of customer service is simply unacceptable.
Based on my experience, I cannot recommend Harvey Norman and I would seriously reconsider purchasing from them again.
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It comes in a box just like IKEA without the IKEA price. You have to build the whole thing yourself. It took me seven hours to build the shelf. It had multiple imperfections (poor craftsmanship - refer to photo). There's no option to pay extra to have it built for me. It's not what I expected for almost $500. Show details
I was charged $49 for delivery of a vacuum. The Good Guys were charging $11. Harvey Norman refused to match the delivery charge. That charge is excessive and unfair!! They refused to match it. Where’s the customer service you promise?
Latest follow-ups
Purchased in May 2022 with 15 Year Warranty on Electronics/ Labor and 20 Ceramics it has been defective after the first year and it takes at least 7 days to get it fixed Electronics Replaced latest Episode flushing Water all over Bathroom Floor… Read more
Water Pressure Valve replaced and now Bidet operates on Half Normal Pressure and I'd now Extremely Noisy.
Bathrooms at Harvey Norman have offered a Replacement from St George ( Supplied by Bravat)with a 3 Year Warrant on Electronics and a Verbal offer on the phone of a Store Credit and we have request a Full Refund as per the ACCC Policy of Repair, Replacement, Refund, which the Franchise today stated would not happen as he had offered a replacement ( Bravat Offered) not the Franchise.
Due too Medical Issue we require Two fully function Toilets and cannot risk having another so-called Intelligent Bidet in our home, hence we are asking for a full refund and at no cost to Bathrooms at Bundall Harvey Norman we will remove the Faulty Bravat ELF.WING INTELLIGENT TOILET SUITE at our Cost.
Yet the Franchise Hamed has refused to appear comply with the ACCC policy of Repair, Replace or Refund why would that be when this matter could be resolved without complications.
And this should be remembered when purchasing products of any value that involve Electronics of any type, even with what appears was a great warranty and the Seller will not comply with Australian Consumer law, yet the Suppliers appears to back the faulty product even if they take their time to resolve issues. As Stated we were prepared to Remove the Faulty ELF.WING INTELLIGENT TOILET SUITE at our own Cost and Install a NON Intelligent Toilet Suite at No Cost to Supplier or the Bathrooms @ Bundall Harvey Norman at our own Costs to resolve this issue.
Follow-up · Harvey Norman Franchisee would only give a Store Credit for $3999.00 which was unacceptable as we were not prepared to accept that offer, however the supplier Bravatt Aust offered to replace the faulty bidet and supplied a St George Coogee Bidet and was installed and then was found to be faulty as well in that it could not fully flush and remove… Read more
My mothers glass display cabinet had finally arrived after waiting two months. The shop rang advising that it was ready to be picked up, the person didn't tell me where to pick it up, I assumed I'd go the rear of the shop as I've done numerous times… Read more
from Munno Para Harvey Norman. I ended up ringing the store when I didn't have any luck finding the place for pick up, the lady explained that I got a text. Yes I did, it said pick up at the werehouse, no address in the text? She was quite rude & gave me the address, she didn't seem to understand or care, that I had been inconvenienced & was very unapologetic. I don't think there's an excuse for them not making it clear of the address. Also the streets that you have to go, have no signs with Harvey Norman werehouse until you get right outside the place, so not easy.
Follow-up · The glass cabinet is beautiful, no assembly needed just putting the glass shelves in
Disappointed with the Customer Service by Owner of franchise – Very disappointed with franchise owner Hervey Bay branch. I Purchased a bedroom suite and told it fit King size bed but were not told that if you have an adjustable bed “not purchased from them” it would not fit. The holes in the bed head did not… Read more
line up. Manager said not his responsibility. Very bad customer service. I have purchased many items from Hervey Norman but will never go back again.
Follow-up · A refund was not offered. No. We were told the bedhead would fit. It didn’t. The holes in the bedhead did not line up with the side tables which were purchased as a set that was designed to attach to the bedhead. We had to employ a person to drill more holes in the bedhead to line up.
Positive reviews
I have had a few dealings with the Dropship Team. They are consistently very good, providing professional, helpful and efficient service. Their communication is first class. Results orientated. Keep up the good work.
James at the Chadstone Village store was delightful and helpful! They knew the products inside out and helped make my shopping experience so easy. Please say thank you to James! Show details
I’ve had a couple of deliveries from Harvey Norman of Hisense fridges, lg dishwasher and Fischer and Paykel washer and drier, Judy helped me with the purchases and she was a great help in choosing my appliances , Thank you Judy I appreciate all your help working things out with me and keeping my appliances as long as you could, I recommend her she… Read more
is great. The delivery boys were very quick and efficient and very nice guys, thank you Anthony and Josh thanks for the extra heavy lifting and your time was very much appreciated. I wouldn’t have been able to do it on my own. I recommend them any time.
Negative reviews
I've been a Harvey Norman customer for 30 years across five renovations, and this is the first time I've felt the need to write a review like this. On my builder's recommendation, I placed an $11,500 bathroom renovation order at the Bundall store, run by franchise owner Hamed. This is what followed: The wrong shower head was ordered. My plumber… Read more
picked it up before installation. If he hadn't, he would have been held up on site for at least another week waiting on the right one. The wrong bath was ordered, and only caught before delivery. The wrong sink was delivered. One of the taps supplied was incorrect and doesn't match the rest of the tapware. Unfortunately my plumber didn't pick it up at the time, so it's now installed in my bathroom. Delivery of the bath and tiles was never organised, which delayed my builder. I bought tiles from a competitor who delivered the next day. I waited over 45 minutes at the loading dock to collect items. Staff loaded them into my car and had me sign for them, with no further payment requested. I had already paid over $4,000. Hamed called my builder and told her I had stolen those items. He never raised it with me. When I returned an unopened item, Hamed unpacked the entire box and inspected it piece by piece in front of other customers.
When I went in to pay, I offered to pay the full balance that day so I could qualify for the 10% gift card promotion running at the time. Hamed refused and offered me a 5% discount on tapware instead. It then took four or more requests to get an itemised invoice. When it finally arrived, even the 5% discount had been removed, because he said I was too difficult due to complaining about multiple incorrect items and lack of clarity on delivery. This was after so many incorrect items and being accused of theft. I agreed to pay the amount quoted less the agreed 5%. He refused, and sent my account to a debt collector.
In the end I ordered the correct bath, sink and replacement tapware through Harvey Norman online. They arrived quickly with no issues, and I received the 10% gift card promotion on all of them. Same company, completely different experience. Meanwhile I have a pile of incorrect items from the Bundall store sitting at my house.
I've contacted Harvey Norman head office numerous times by phone, email and Facebook. I haven't had a single response.
Neither my builder nor I will be recommending this store. Thirty years of loyalty deserved better.
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Very disappointing after-sales support from Harvey Norman. We purchased a Samsung 12kg Bespoke washing machine from Harvey Norman in May 2025. Around 16 months later, the machine developed a significant leak. Samsung rejected our warranty claim, alleging that a “foreign object” caused a cracked drum, despite no foreign object being identified or… Read more
produced and, in our view, no adequate evidence being provided to substantiate customer misuse.
After Samsung rejected our escalation, we contacted Harvey Norman because they are the retailer we purchased the appliance from. Harvey Norman lodged the matter back through Samsung, Samsung rejected it again, and that appears to be where Harvey Norman’s assistance ended.
We purchased the appliance from Harvey Norman, not directly from Samsung, and expected considerably more support from the retailer when an expensive appliance failed after only 16 months.
Instead, we have been left with a leaking washing machine, a rejected claim and a $220 technician charge, and are now having to lodge the matter with Consumer Affairs Victoria ourselves.
Extremely disappointing customer service and after-sales support. I expected Harvey Norman to take greater responsibility for helping resolve an issue involving a product they sold.
Quality is terrible. Looks good in showroom but doesn’t last 5 minutes. Bought outdoor furniture and almost every zip in the cushion covers broke within 6 months. Show details
Recent reviews
Why show an item as available on your website and then send me an email there will be a 2 week delay after I order it? I could have tried another store. Tried calling at midday on a Sunday and said outside of store hours ? Show details
Fairly much everything I, or one of my disability clients have bought in the O'Connor clearance centre has packed up after a short period of time, and Harvey Norman really could care less that their clients are out of pocket having paid good money for shonky products, while they and the dodgy manufacturers are laughing all the way to the bank. … Read more
TECO really was the only exception. When there were issue with a portable aircon, they went out of their way to help.
But then, the Hoover induction top that cracked after a short time. Apparently we must have dropped something on it; except that we didn't. Then the knobs melted. They were going to fool up, but nobody ever got back to us.
Now the Chiq fridge. Another piece of utter junk. Bought last year, now perfectly dead. Called first thing in the morning two days ago, Harvey Norman were supposed to put in a maintenance request .Called agin yesterday, apparently someone will get back "usually within a week"... when a newer NEW fridge back up in nearly 30 degree heat, then this is NOT good enough!!! Also then called Chiq yesterday, they had not received any communication from Harvey Norman. Called Harvey Norman. They were going to follow up and get back to me. Never heard from the again.
I am over corporate greed. I am over being sold utter garbage. I am over receiving ZERO customer service. I am over being ripped off left right and centre!!!!
Do not shop here.
And then there was the toaster that was really pretty, but only dried out the bread rather than actually brown it.
Does nobody bake decent products any more? Or provide customer service?
Why does Harvey Norman think they can hide behind "the manufacturer will get back to you"? The reps will deny and refuse any warranty claim, and Harvey Norman just shrug their shoulder. My contract is with YOU, not the manufacturer. About time you started upholding Australian Consumer Law. I will make sure that you do. !!!
Dreadful online purchasing experience, don't even bother using giftcards if a payment goes wrong, they'll take them off you and leave you out of pocket for days on end. Do better! Dear lord, if a payment isn't successful, go back to the main payment screen to offer another card/paypal etc, don't just tie up someones giftcards like that, awful.
This also applies to other stores. When using HN's online system, you can do click and collect, but guess what, when you go to collect it, it can never be found or hasn't been picked in the first place. So, you try avoiding that and just check they have it in stock. Go into the store to collect it and guess what? Various excuses that their online… Read more
inventory doesn't always match what they have in store, or you have a dude from customer service standing next to you, staring at the shelves as well.
When you're there to buy something that is clearly in stock, customer service descend on you, after they've watched you from a distance. I've literally seen them dump a customer and come running over, after I've selected the product, so they can "help you carry that to the counter, Champ!". This is because they want the commission, and their name gets logged against the sale.
Why would I put myself through that? HN should be working harder and smarter for customer's money. Firstly, I know more than the person helping me, I don't buy products without knowing about them first, I've done my homework. Secondly, the people you employ are simply not smart. They look dishevelled and uninterested. Low energy, no knowledge of the products they sell, unless its what's already on the lable.
I decided years ago that I actually don't need HN or other Australian stores. Customer service is terrible, you just don't get it. As a person that has lived on 3 continents, I can tell you that Australia is lagging. In future, I'll keep paying my subscription to Amazon and getting things delivered. Its convenient, its quick, returns are trouble free and I can get multiple things in one order. Today was the last crumble from the cookie, goodbye HN, I shall never spend a dollar there again.
I ordered a craft draft table online. A few days later I received an email stating, that they can’t deliver to my address. My address is in a metropolitan area (In Armadale in Perth WA). It is an apartment which is about 800 meter from a major… Read more
shopping centre here in Armadale, and they can’t deliver the table? I would understand if I would live in a rural area but Armadale? It’s a ground floor apartment, too. So, I’m totally confused and enquired why the delivery is such a problem. Unfortunately, I did not received an answer on this, but there was no problem to get a refund. I’m just glad that I didn’t order any furniture from Harvey Norman when I moved into this apartment 2 month ago.
Follow-up · Did not receive an email explaining why table can’t be delivered, but received the refund the next day.
After purchasing an office chair and assembling it I realised that is was way too low (compared to other office chairs I had bought. Harvey Norman would not refund, they wanted photos, measurements and finally agreed that the measurements were not included on the website descriptor. There was no response again on a refund or return. All that… Read more
effort for a $60 purchase. I bought an IKEA chair instead and tossed the HVN away....don't buy from Harvey Norman Online...they put you through such a rigorous process you just get exhausted!!
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