Paid for a lounge set first week of January, was told 6 to 8 weeks wait! Ok I was willing to wait , comes to 7 weeks I had to ring for an update on the lounge to be told that there was a delay and will be here in April, so we called again in April to be told it has been delayed again till May! I called again in May Got told the lounge is here in… Read more
Australia in a container and needed to be delivered, they will call us to organise delivery! A week later we called them again as we didn’t hear anything to only be told that we need to wait another 8 weeks !! Who is going to wait 7 months for a lounge and to only be told broken promises and that the customer has to do all the follow ups!! There is no customer service when the paying customer has to do all the follow up calls and when I said what do I get for all my time that I have waisted in the past 6 months waiting for nothing, the manager said just your refund!! DONT Waste your time with them ! By the way we went to AMART Penrith and got the same lounge for $1500 cheaper and customer service was amazing!! Harvey Norman Mcgraths NSW
What a dreadful experience with HN Online store. The product did not match the online description that promoted me to buy it. I wanted to return it for refund. HN Online put me to the test by saying they had to get approval for the return from their Supplier (obviously the product was drop shipped from overseas) and I had to return the item in… Read more
it's original packaging and the Supplier had to verify everything before a refund would be made. I believe this behaviour is contrary to Australian consumer law, but that didn't stop them taking over a month to resolve the return.
ABSOLUTE CRAP! Todo electric frypan. I had absolutely no idea that pieces of crap like this could be sold in Australia. They only sell it online because if you actually saw it, there's no way anyone with half a brain would buy it. It's called a TODO Multi-function Cooker. I had better be able to be able to return. Disgusted.
Reviews with attachments
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.
- +5
Faulty giantz 36cc petrol leaf blower and vacuum. I bought this a month ago. Damaged inside the box. And of course Harvey Norman online won’t publish my review. The casing wasn’t attached properly, exposed wires at the base of the handle. Went back and forth with Harvey Norman. The last I heard the supplier wants to credit me with $35 and keep… Read more
the faulty item. Offering me a $35 credit on a clearly unsafe to use item is not only unethical it’s unsafe and can lead to personal injuries. Honestly I don’t know if it’s good or not I haven’t used it. But the supplier telling me it’s safe to use when there are clearly exposed wires make me think twice about buying from them. Horrible customer service. Don’t buy it
Harvey Norman Online - Extremely Poor Customer Service – I ordered a product online in April, but it still hasn't arrived, and I haven't received any updates. Recently, I made another purchase—a gaming desk for my daughter's upcoming birthday. I received a call from one of their stores informing me that the desk isn't available and hasn't even been manufactured yet. Later, I got an email saying it… Read more
won't be shipped for another two months. Despite this, they took my money.
When I checked their website again, they're still advertising the same product as if it's available, with no mention of the delay. I attempted to submit a complaint via their online form, but it's been deactivated and still doesn't work video attached.
This experience has been incredibly frustrating. Once this issue is resolved, I will never purchase from this site again. I'll stick to shopping in their local store, which has been great. Avoid their online site at all costs.
Boughtt the smart breville air humidifier and although a small unit, it does an excellent job whilst on my reading table. I generally use it with our essential oils and sometimes the vapodrop oil and it really clears my airways, lovei t.
If I could give no stars I would. Absolutely appalling experience with Harvey Norman Head Office and the flooring department at the Maribyrnong store this week. The first installation team arrived only to tell us they could not complete the very job we had contracted Harvey Norman to do almost two months ago. A second team was then arranged,… Read more
but they arrived 6 hours late, wasting an entire day. When they finally turned up, we were blindsided with news that the work would now cost an extra $4,000 and that we would need to vacate our home immediately for 2–3 days—none of which was ever disclosed during the sales process. Apparently the installer was asked to do a pre-inspection (something we only found out after the fact) but never did.
What followed was even worse. Throughout the entire ordeal we were given multiple contradictory stories from different people, making it impossible to know what was actually true. At one point we even caught the store manager in an outright lie, which completely destroyed any remaining trust.
The manager then refused to speak to us directly, instead passing messages through the salesperson rather than handling the issue professionally himself. When we proposed a reasonable compromise—that the store absorb one-third of the unexpected additional cost—we were told the manager would “rather cancel the job.” Even then, it still took almost a full day of arguing and negotiation before the store finally agreed to issue a full refund.
Head Office has been no better. I was promised the matter would be investigated and that someone would call me back. Despite several follow-up calls, I have still received no response at all.
This whole experience was defined by incompetence, hidden costs, contradictory information, dishonesty, and a complete lack of accountability. If you are considering Harvey Norman for flooring, especially the Maribyrnong store, I would strongly urge you to look elsewhere
wrote a review three years ago—this is my update as of 1/4/26. I am incredibly relieved that I took out the extended warranty, because I’ve now needed to use it—and the experience has been exceptional, thanks to Divya. It’s genuinely hard to capture just how seamless she made the entire process. From organising the inspection of my faulty cooker… Read more
to arranging a full replacement, Divya handled everything with precision, efficiency and care. I had barely finished my phone call with her before I received confirmation that a replacement stove had already been ordered under my extended warranty. Within moments, I was able to select a delivery date. That level of responsiveness is rare. Divya stands out for her professionalism, deep product knowledge and, most importantly, her ability to act quickly and decisively. She removed all stress from what could have been a difficult situation. This is customer service at its absolute best. I cannot recommend her highly enough—she is a true asset to Harvey Norman Chadstone. For context, my original purchase was handled by Paul Faiman, who was equally impressive. He secured me an excellent deal—and then went further by beating a competing offer I found. From ordering on a Friday to delivery on Monday, and full installation completed by Thursday, the entire process was smooth and efficient. He also guided me through the extended warranty, which has now proven its value. Between Paul and Divya, this has been one of the most professional and efficient retail experiences I’ve had. Thank you again.
Fantastic experience at Harvey Norman's marion store. Purchased the Tuscany 4 piece outdoor setting. Easy to assemble, very comfortable seating ( or day bed ). Highly recommended. Show details
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Harvey Norman manipulates customers. When they have stock, they hide it and keep prices high. When stock is low or unavailable, they drop the price. Then, when the product becomes available again, they increase the price. Other companies match the lower price, so customers buy cheaper from them. After that, Harvey Norman brings out the hidden… Read more
stock and sells it at a higher price.
So, don’t trust this company. Always check the price from a few days earlier. They hide stock and then lower the price to mislead customers.
Bought an Indra Lounge Suite for over $4,000 and after waiting an excessive time for an "Australian" lounge from Motion Chair Company, it was disappointing. Both in quality and comfort. Raised issues with the supplier and Harvey Norman and not even a reply from Motion Chair. Some genius decided to sew thick seams down the middle of all of the… Read more
backrests. After a short time this digs into your back, making it unbearable. The leather is also not good quality. Raised these issues with Harvey Norman - gone quiet!!!
Harvey Norman Atherton — A Masterclass in ignoring Australian Consumer Law I’m writing this because I’m fed up. After three "strikes" with this store, I’ve realized their default response to any issue is "Go away, it’s out of warranty," regardless of the Australian Consumer Law (ACL). The Phone Fiasco: On Feb 25, I called about a known OLED… Read more
hardware failure on my $1,649 Samsung Galaxy (just 5 months out of warranty). I was told I’d have to find a repairer at a cost of $500 and they could do nothing because it was out of warranty. I did my research: under Section 54 of the ACL, a premium flagship phone should last longer than 2.5 years and this was a "Major Failure."
The Interaction: I took the phone into the Atherton store on Feb 26 with the documented fault, photos, receipt and contact details and requested they send it to Samsung. The assistant screwed up everything and threw it the bin, saying that mentioning Consumer Law would "upset Samsung." It clearly upsets Harvey Norman.
The "Service": For nine days, my business phone sat in limbo because Harvey Norman: Failed to send Samsung my receipt. Gave Samsung the wrong email address. Gave Samsung the number of the broken phone as the contact point. Harvey Norman then forwarded me an $88 "return fee" from Samsung. When I called Samsung to just pay for a repair, I mentioned how disappointed I was that the screen failed in two and a half years. That’s when the truth came out: the consultant told me ‘there’s nothing we can do because we don’t have the receipt’—the same receipt Harvey Norman later claimed Samsung "lost." Once I finally forced the store to send it, Samsung stepped up within 24 hours and issued a service number for a no-cost repair.
This isn't our first bad run with them.
The Pattern: A Consistent Disregard for the ACL This isn't an isolated incident; it’s a business model. Harvey Norman Atherton has a "Three Strike" history of attempting to void consumer rights the moment a manufacturer's warranty expires:
The Bosch Fridge: Coating failed just out of warranty. Response: "Bad luck." The Smeg Oven: Back panel literally fell off. Response: "Go away." (Interestingly, when I told Smeg directly, they were so embarrassed by the retailer’s conduct they replaced and installed a new oven, despite being 12 months out of warranty). The Samsung Galaxy: A $1,649 flagship with a major hardware failure. Response: Attempted to charge a "return fee" and blocked my access to the manufacturer by "losing" my receipt. The Common Thread: In every instance, the store ignored Section 54 of the ACL, which mandates that goods must be of acceptable quality and durable for a reasonable period—regardless of a 12-month "store warranty."
The Bottom Line: Don't be fooled by the "Product Care" they try to flog you, and don't believe the "gobbledegook" on the bottom of their invoices. They ignore the very laws they are supposed to abide by. I smell a big rat here. Cheers to Samsung for excellent customer service, but as for Harvey Norman Atherton? Three strikes and YOU’RE OUT.
Advertisrd ad XL but they are actually very small, can hardly fit my childs toys. It is advertised as durable for all weather conditions and in less than a month it is leakung water inside and all the paint is peeling off. The box looks very run down. I purchased 3 boxes and wanted to return the 2 unopened ones and get a rwfund for the faulty one… Read more
but they hardly reply and when they do its repeatirive questiobs which I have answered myltiple times. Harvey Norman doesnt help resolve the issue or attempt to help you with a refund so now I am stuck with 3 no good boxes that I dont want and I am out of pocket. The only thing these boxes are good for is firewood or the tip. Do NOT buy from Harvey Norman. Waste of money and poor customer service.
Bought 3 x Alfordson outdoor storage boxes but they are faulty and Harvey Norman hardly replies and isnt helpful in offering returns for a refund so im stuck with rhe item and out of pocket. It claims rhey are durable in all weather conditions yet they leak water and the paint is chipping away in less than a month. Do NOT buy from Harvey Normal. Poor customer service and waste of money Show details
Latest follow-ups
So poor. I almost cannot believe it. Purchased online a washing machine. They said back ordered 2 weeks. No response or updates from them during this time. I finally reach out. 'Chat' she says none at fountain gate would you like me to find one at… Read more
another store??? Do they not work with other stores when a purchase is online? Oh. Just refund requested. Another week to wait I am so disappointed!
Follow-up · Thank you accounts/Refund team. The refund was prompt. Sorry things could not have been better initially. Hope all feedback is used constructively.
I am at a total loss as to how a large organisation like Harvey Norman could have such poor service and processes. First and last time I shop with them. First problem: incorrect item. I ordered a cat scratching post form their website on 10th… Read more
March, and I received an office chair on 13th March. Its the first time I have ever received such a blatantly incorrect item, but I can understand that mistakes happen so promptly contacted their customer service.
Second problem, there is no one to call and is all done via email. I finally get a response on 16th March offering a return label so I can return the office chair which I accept, then have to wait until 17th March for them to provide the label.
Third problem, their response times are really poor. So after being forced to wait 24 hours for them to send me the label I took the item to the post office to return, but Aus Post have no record of the label. I have to come back to the post office later that day and still the label is not registered in their systems.
Forth problem, they sent an invalid label!
So I have now contacted them via email twice over the past 24 hours telling them to get their act together and sort this out, but am still without a response from them.
To have to continually wait for any form or communication is so abysmally poor, and given their clear lack of any form of robust internal; process to ensure these types of issue don; t occur, I am frankly not surprised now.
So here I am, writing a review about my very poor experience, with an office chair I don’t need and no clear communication on how Harvey Norman are going to resolve this for me.
Honestly some of the worst service I have had in a while from a retailer which are supposed to have a reputation, but clearly a terrible one in my eyes.
Follow-up · An update on this catastrophic failure of a process. They offered to send a courier out to pick up the chair which didn’t turn up twice, so I told them to just leave it and I’d sell the chair to recuperate my costs. It was only at this point they finally refunded me and told me a courier would still come to pick up the chair (they never did). If… Read more
Delivered 1out 3 cartons severly damaged off the truck , took photos on the pallet truck and in the driveway clearly damaged . Contacted Harvey Norman online , generic response they're really busy someone will get in contact with you shortly , a… Read more
week later I'm still chasing , whilst they've billed me on me Latitude Visa card , I can't even assemble my sauna to use it due to damage and they've still charged me without even replacing the damaged carton , very poor service . Do not use them for drop shipping .
Follow-up · Got so fed up with lack of action from Harvey Norman and engaged communications directly with the supplier , who organised a courier for pick up and now awaiting a refund .
Positive reviews
Purchased a Haier 137L 300 Series chest freezer. It was on back order but received very responsive service in relation to its arrival (pick-up). I was particularly pleased with the service provided by Catherine (Hobart). Very friendly and helpful. Thanks Show details
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Has a warranty issue with a product I purchased from Bundall store. It's was a chi fridge so warranty is covered by a independent source only one in Qld . Unfortunately the chi previously chang Chong warranty repair place ignored me for a month spoke with helpful staff at Harvey Norman and Bing bang had a new fridge 2 days later with them removing… Read more
the faulty one. Thanks to the awesome team at Harvey Norman who went above and beyond for me. Million stars
Updating my previous review — I initially had a frustrating experience regarding a laptop issue, which I shared earlier. However, I appreciate that the matter was taken seriously after escalation. The team at Harvey Norman Malaga, especially the store manager, made a genuine effort to resolve the situation. He stayed in contact with head office… Read more
and Acer, kept me informed, and worked towards a fair outcome.
In the end, the issue was resolved and I’m happy with the support and the new laptop. Thank you for turning the experience around — it shows good customer service when a business follows through.
Negative reviews
Don't buy hisence tv, warranty claim is cr#p. Blamed me for colour failing and line appearing on the screen. Tv only 18 months old, fixed to wall and said I must of damaged it. Show details
The Harvey Norman online service is a discredit to HN retail's reputation. The product received was damaged, like it had 'fallen off the back of a truck' type of damage. When I disputed this I experienced lengthy delays and the only means of communication was via their AI bot, Haris. I had to send a video to prove the damage via a web transfer… Read more
link provided, then had to re-send it because the link expired due delays in HN opening the link. I requested an exchange and was advised that this was not possible as the item was no longer in stock, despite it still being advertised on their website. Instead I was offered a partial refund to keep the damaged product which I declined. Then was required to send lots more photos to prove that I'd securely packed the item for its return journey. Then after all that, I was advised that it was too difficult for them to collect it and was offered a full refund to keep the item and dispose of it myself. It seemed very much to be a deceitful way to offload substandard products, hoping that disgruntled customers give up pursuing their claims due to the lengthy delays and numerous hoops and hurdles, and settling for a partial refund to retain faulty goods. I will not be shopping with HN online again and will also reconsider whether I use HN retail in future as well given the overall poor customer experience.
We have bought several items from Harvey Norman and generally have been satisfied. There is variability in our experiences, as staff can sometimes be hard to find, but most of the time, they have been knowledgeable and willing to offer additional deals or discounts. The experience I am writing about concerns an online purchase and the Product… Read more
Care Replace cover we were offered. To be fair, I am sure that all I am about to say is covered in the fine print, but we only came to understand the operations when we went into a store regarding a fault with our Miele stick vacuum. Within the last year of the cover, our vacuum started having a fault: it starts and runs when you push forward, but stops when you pull back. If you remove the stick extension, it works fine, indicating there is nothing wrong with the motor or battery.
I expected a suitably experienced Harvey Norman representative to triage the faults, determine whether our fault can be addressed with a replacement straight away, and identify which claims need further technical assessment. What I came to understand is that the Product Care cover in Australia is run by two third-party administrators. My review concerns how Harvey Norman has transferred the warranty to another party, and I don't see either party concerned about a satisfactory outcome for the customer.
In our case, Brightside is handling our claim. The claim was raised on the product care system on the 8th of April. It is now a month later, and the claim still has not been resolved. I understand the item I left with the Harvey Norman store was not sent immediately (it was mentioned it was lost), and therefore, there was a delay in the agent receiving it. According to the Brightside website, the assessment report was received on Monday (4 May), and they need more information from the agent, which was only requested on Thursday (7 May). I had been given assurances that this claim was being expedited.
This is a genuine fault, and the cost of replacing the vacuum will outweigh the cost of the Product Care cover, but it seems we're having trouble getting what we are due. In my opinion, the warranty does not compare favourably to extended warranties offered by other parties, such as JB-HIFI. If the product isn't replaced, I would describe the cover as junk and not worth the money.
In terms of service, Product Care (Brightside) is reactive and only follows up when I check on progress. To date, I have called 13 times over 4 weeks to follow up on the claim. Only one time did I get a return phone call - unfortunately, I did not get a name to provide positive feedback on their professionalism to actually follow up with a customer. Based on this experience, I would not add Product Care to any future Harvey Norman purchases. If you have the option, I would deliver your item to the agent myself to ensure it arrives on time.
Don't be fooled into thinking that your warranty is being assessed directly by Harvey Norman, which would have an interest in looking after its customers. Under this system, they can have another party deliver the bad news at arm's length. From other reviews, it appears to be common practice to delay or refuse claims.
At the end of the day, buyer beware - some people have had great experiences with Harvey Norman and Product Care. I am just sharing my experience in this one case. Based on this experience, I would definitely stay clear of the Product Care cover, even when the Harvey Norman sale consultants try to push you into it. Also, make sure you know your rights under the Australian Consumer Laws so you can get what you are entitled to.
I have another review of Product Care here: https://www.productreview.com.au/reviews/ab26dbac-e7d6-577b-853f-7d92f7727675
I am hoping that we will receive a positive outcome soon.
Recent reviews
Delivery system is very disappointing. Yesterday I got a message saying my delivery would be in 2 days time. then today I got a message today saying my order has been shipped. It had been delivered today 4 hours before I received the message. and a day before they said it would come. this may not be Harvey Norman as the on line help is available but it is about their delivery process.
Good afternoon, I wish to lodge a formal complain about the lack of customer service I have received from your Maribyrnong store. On 16/11/25 ordered two recliners. Zedere Odin Recliner + footstool. I was told by Tommy that they would arrive in February 2026 When I returned home and scanned the receipt I identified that arrival wasn't due until… Read more
March 2026. Not a big issue.
I called the store in March 2026 and was told they were on their way and should be here late March. I called the store in late March and was told they were on their way and would be here before Easter. I called the store after Easter and was told someone would get back to me. I called the store again after nil response and was told "They haven't finished making them yet. It will not arrive until late May."
I understand that some things are beyond your control but BASIC customer service is WITHIN your control. For me to have to call FOUR times and be lied to on the first two occasions and fobbed off on the third is appalling.
You have me over a barrel because if I cancel my order it will take even longer for the product to arrive.
Somehow I doubt there is a resolution strategy that will fix this issue as the horse has bolted.
I will never ever step foot in another Harvey Norman store again. Bought a very expensive lounge. This lounge is a Burlington the most uncomfortable lounge, the cushioning has gone in the seating which actually went after 3 months, the headrest broke. Harvey Norman sent out their so called technicians who said it is wear and tear. Even though… Read more
there is a warranty on Foam etc they won't cover it. As for the head rest they will fix it have been waiting 3 months for that and still not fixed. What annoys me after purchasing this lounge we found the same lounge being sold in a warehouse for 1,500 instead of the 5k plus we paid so what does that tell you. Harvey Norman say they are exclusive to them, dont think so.
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We finally have a result!. I got a call early this morning to say that ProductCare (Brightside) had… Read more