AI reviews summary
Overall sentiment is overwhelmingly negative, particularly regarding the online shopping experience and after-sales support. While individual in-store staff members are occasionally praised for their expertise and helpfulness, these positive experiences are overshadowed by systemic failures in delivery logistics, warranty fulfillment, and communication. A significant number of users report feeling abandoned by the company when products arrive damaged or faulty, often being forced to escalate issues to consumer protection agencies to receive a resolution.
Pros
- Exceptional Individual Service: Specific sales and technical staff at various physical branches (e.g., Hobart, Everton Park, Hoppers Crossing) are frequently commended for their patience, product knowledge, and willingness to assist with data transfers or product selection.
- Quality of Certain Products: When items arrive as described and in good condition, users are generally satisfied with the quality of high-end electronics and furniture.
- Effective In-Store Technical Support: Some customers reported that in-store technicians were able to resolve complex hardware or software issues quickly when manufacturer-direct support failed.
- Efficient Delivery for Some Large Appliances: A small segment of users reported fast and professional delivery and installation for whitegoods like washing machines.
Cons
- Disastrous Online Support: The online division is frequently described as a "scam" or "diabolical," with users reporting non-existent phone support, unhelpful AI chatbots, and emails that go unanswered for weeks.
- Warranty and ACL Avoidance: There is a recurring complaint that Harvey Norman staff and management ignore Australian Consumer Law (ACL), frequently blaming "wear and tear" for major failures or redirecting customers to third-party suppliers and manufacturers rather than providing a remedy themselves.
- Misleading Stock and Information: Customers often purchase items listed as "in stock" only to be told days later that the item is on backorder, or they receive "flat pack" furniture when the advertisement suggested a fully assembled product.
- Logistical and Delivery Failures: Frequent reports of damaged goods upon arrival, incorrect items being delivered, and couriers leaving heavy or fragile items in unsecure locations like driveways or building lobbies.
Verdict
Purchasing from Harvey Norman is a high-risk experience; while in-store interactions can be positive, the after-sales support for faulty or damaged goods is consistently rated as poor. Consumers are strongly advised to avoid the online store entirely and, if buying in-store, to inspect packaging before leaving and be wary of "Product Care" extensions that many users found to be "junk" or "worthless."
Firstly, I refer to Harvey Norman Moorabbin not all stores. I purchased a computer from there minus the screen, Windows 10. I had problems with it from day one, it kept happening all the time. It ended up costing me more for IT call outs then I paid for the computer. Finally, I went to V,C.A.T in 2023. It took three years to get to a court date… Read more
which was 6/7/26. On the 3/7/26 V.C.A.T informed me that it was not going ahead due too...... A. On 17 May 2026 the respondent company was de-registered. B. Proceedings against a de-registered company cannot continue and must be struck out. The name on the order says ( [Name Removed] ) but I believe his name is [Name Removed] something. He called me a few months ago and tried to do a deal with me, I said it was already with V.C.A.T. So, I am over $2000 out of pocket, unless I want to go to a lawyer? what's the point, you think you are dealing with an Australian company but they are franchised to, in this case an Indian. I give up.
Returned to Harvey Norman, Osborne Park, WA as I was having difficulty with my computer. Sales assistant/technician, Bikash was extremely understanding and helpful and solved my problem. Wonderful service from a delightful young man. Thank you. Show details
I purchased, I paid. There was a 24 hr guaranteed delivery. Now, 4 days later nobody wants to know about it. All I can do is learn the lesson and pass it on for others. I’d give them a miss. Show details
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.
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?
I purchased a vibrating plate from Harvey Norman online end of May. Received it beginning June. Used my product straight away. Recently, Harvey Norman sent me a request for a review of the product. As the product wasn't safe, I decided to warn people about it & to advise those potential Buyers to study the product carefully before purchasing it. I… Read more
posted my review but Harvey Norman decided to delete it. Now I understand why their product review was 5 stars. It's because they delete the bad ones. Which by the way is only 7. So it you only have 7 good reviews on their website while 1000s of people purchase these products every year, you got to wonder why only 7 reviews. You won't see mine up there as it was a bad one. Their reviews are a sham aimed to trick you into buying their products. I'm deeply regretting purchasing that adwin vibrating plate. If those reviews on Harvey Norman were honest & bad ones weren't deleted, I would have known how much side effects I would have suffered & I would have never purchased it. By the way, my review wasn't inappropriate, I used adequate language & the only reason it was deleted was it was telling people to be careful because it could cause severe trauma & injuries. I think people deserved to know the truth
I purchased a laptop and got talked into a nortons$400 for 3 years package. In our opinion it is a rip off. It keeps trying to up sell us to do things that are not included in our plan that we thought we were covered for. See attached pic . This amount can be different every other day with ranges from $70 -$180 Despite the fact that the… Read more
salesperson said this is the best and does everything it obviously doesn't. So I believe its a waste of money and deceptive marketing. This was the 3rd computer we have bought from this store and will be the last. So again maybe go elsewhere and don't waste your money.
I purchased 4 lampshades online, and the product received in good condition was great. Unfortunately, one shade was destroyed en route as it was crushed/torn by another box. No fragile sticker was present, which is a surprise given how delicate they are. I was unable to get the dents out, and fixing a tear is not possible without visual… Read more
imperfections. I requested a swap or refund from customer service and they have now provided a replacement shade. Thank you!
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I have recently bought this 2 wks ago at FULL price and still cannot fully use it. After assembling and spraying with scotchguard at over $40/can, we have found that one side does not fully retract, it makes a noise then stops at an angle, yes everything was assembled the correct way. We called the shop and they let the people concerned know, that… Read more
was a few days ago and still waiting to hear from them. I expect as many others that when you buy things from Harvey Norman you expect great products considering the high prices they charge, NOT the case at all...
service: ❌ UNPROFESSIONAL AND REJECT GUARANTEED SALES - DISAPPOINTING SERVICE "I am absolutely disgraceful by the customer service at Harvey Norman Chadstone. I went in two weeks ago and received a written quote from a sales assistant named [Name Removed] for a CHIQ fridge. She verbally promised that the deal included old fridge removal and a $60… Read more
promotional gift card. My Good Shepherd community loan was fully approved on Friday, so I went back into the store to finalize the purchase. When we looked at the paperwork, [Name Removed] had completely left the gift card and the fridge removal off the documentation. When she went to her store manager to fix the mistake, he completely denied it and refused to honor the deal they promised me. I told them directly that they were walking away from a guaranteed $1,000+ purchase over a $60 gift card, and the staff did not even care. They were rude, unprofessional, and happy to let a customer walk away rather than honor their word. Do not shop here—they do not care about community clients or customer loyalty. I took my business elsewhere!" Update
I am writing to report very poor service and unacceptable conduct at your Chadstone store.
Last Sunday I visited asking for the gift card I was promised. Staff refused, called it “only a quotation”, and told me: “Go right ahead, complain to head office.” My fridge is also faulty and does not cool down at all, so I chose not to proceed with the swap. Update 11 June Today I spoke with [Name Removed], the Manager. When I asked again about the gift card, he claimed he would honour it — which contradicted everything said before. He immediately falsely accused me of screaming and yelling, even though I spoke calmly and never swore or abused anyone.
[Name Removed]’s behaviour was disgraceful and he manipulated the entire situation. He raised his own voice, shouted over me, refused to listen, twisted facts, and threatened to throw me out. When I asked for your contact details, he lied and said there is no Head Office — trying to stop me from escalating.
My fridge is being collected tomorrow, leaving me without cooling. I need confirmation the refund will go ahead and be fast-tracked, plus my faulty fridge tested so I can claim for spoiled food.
Please investigate this, confirm the refund, and handle this directly so it is not left with [Name Removed].
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.
Latest follow-ups
I wanted to purchase a phone charging dock that was on the shelf at Devonport Harvey Norman. When I got to the counter the price was $100 more than listed on the label attached to the item. When I queried it the sales person had a look at the label… Read more
and didn't at first see that in small print that stated the sale finished on 30.6.25, they then took it to a supervisor, who offered the product at $58 more than than the labelled price. I thanked them but declined the item. I can't fault the staff that served me as they were polite and friendly.
After that happened I looked at a few more items on shelves and noticed that the discounted labels were on several different products - again the new price in very large font, the sale finish date much much smaller. This is 4 days after the sale finished, the tags were not on the shelves, but attached to the actual boxes of the products at the front of the display. Basically if your sale is over, remove the large labels that have the discounted price in large font from your floor stock, it is deceiving to not remove the labels from products
I understand that they have the right to not sell it to me for the discounted price as, though in much smaller font, it did have the end date on the tag, but it felt like it was a deceptive practice.
Follow-up · The supervisor’s offer was $58 more than the price on the box. Which was still $38 more than I could get it elsewhere. There were a lot of items on the shelves that had these sales stickers on them, such as electronics, whitegoods and small appliances. Several other customers did notice and one started to query with the sales person. I asked… Read more
staff doing push-ups and very loud carry on . when i asked for some service very rude , left and brought my washing machine at Domayne very helpful staff Show details
Follow-up · Haven’t shopped there since,have received better service else where
Useless customer service! I'm going in circles and unable to find out when my order from 3 weeks ago will be dispatched. Very cunning that it didn't show online that the item I was buying had to be back ordered and god knows only when I get it eventually. I won't use Harvey Norman Online again! Show details
Follow-up · I had to contact them again as they didn't. I requested a refund and got it. I will never use them again after such bad communication and customer service.
Positive reviews
I would like to recognise the outstanding customer service I received from Rhiannon at Harvey Norman Gepps Cross SA. After experiencing ongoing issues with my Eufy S1 Pro, including a dust bin replacement that took over four months, a battery failure, and finally a broken left wheel cover that left the robot unusable, I was extremely disappointed… Read more
when the manufacturer advised they couldn't supply the replacement part and instead suggested I purchase a new machine.
When I brought my robot vacuum into Harvey Norman, I explained everything that had happened and told Rhiannon what Eufy had said. From the moment I spoke with her, she listened with genuine care, patience and understanding. She didn't dismiss my concerns or make me feel like I was just another customer. Instead, she simply said, "Leave it with me, and we'll see what we can do."
She absolutely went above and beyond.
Rhiannon spent considerable time following up my case, making phone calls and advocating on my behalf to achieve the best possible outcome. She kept me informed throughout the process and genuinely cared about finding a solution rather than brushing the problem aside. Thanks to her persistence and determination, Harvey Norman was able to offer me a resolution that restored my faith in great customer service. Because of Rhiannon's exceptional support, I chose to purchase my replacement robot vacuum through Harvey Norman. That decision wasn't because of the manufacturer. It was because of the outstanding service Rhiannon provided.
Customer service like hers is becoming increasingly rare. She has a beautiful smile, a warm and welcoming manner, and a genuine willingness to help. She made what had been a very frustrating experience end on a positive note.
Harvey Norman should be incredibly proud to have someone like Rhiannon representing their business. She is a tremendous asset to your team and deserves to be recognised and rewarded for the exceptional level of customer service she provides.
If you're looking for someone who genuinely cares about her customers and will go the extra mile, I highly recommend seeking out Rhiannon. She is professional, knowledgeable, compassionate and a true credit to Harvey Norman.
Thank you, Rhiannon. Your kindness, dedication and determination made all the difference.
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The service was exceptional. The staff member knew his products and was able to help us make informed decisions. The products are excellent and we are very happy with our end product choice and pricing. Show details
I just purchased a mattress, sheets, mattress protector and pillows from Matt from the Noarlunga store. Matt was fantastic! Perfect really. Made the process super easy and was so helpful. Thanks Matt!
Negative reviews
Harvey Norman ask for my honest review of my last order which I had to reply that they sent me a somewhat damaged product not so much that the product doesn't work but enough to be disappointed as it was expensive and clearly damaged before they posted. Letting you all know this here because they will reject any reviews that highlight issues with… Read more
an order which is disappointing and dishonest of them claiming that it did not meet all their review guidelines which just means they wont publish anything if its negative in any way.
This is for a store in christchurch. Messaged our tv stand was ready for pick up. No pick up info provided. Rang and told where to pick up. Drove 20mins to be told no pick up is back near where we started. Another 20min to get to the right store. Such poor organisation. With petrol at $3 a litre its not something you want yo waste.
Walked in 3 times this week to look at fridges. Each time no one was there to greet and say hello. In my retail experience where I am currently employed you need to greet a customer within. 90 seconds . I went elsewhere and was greeted accordingly and spent a lot on a new Mitsubishi fridge. Show details
Recent reviews
Harvey Norman do not honour their customer satisfaction guarantee. When products are delivered in an unsafe manner and then stolen they blame the customer and make no attempt to even apologise for this failure. Blame is squarely placed on the customer, no compensation is given, no apologies, no following their own policies and procedures and no… Read more
following their own terms and conditions. Their customer satisfaction guarantee is a complete and utter joke. Do not believe anyone who tells you otherwise, sales information is false and misleading as is any information about delivery of goods.
Extremely Disappointing Experience with Harvey Norman I have had one of the most frustrating consumer experiences I have ever encountered with Harvey Norman. On 19 March 2026, I reported damaged goods and expected the matter to be resolved within a reasonable timeframe. Despite repeated follow-ups and ongoing communication, more than 14 weeks… Read more
have now passed without a replacement being provided.
What is most disappointing is not only the delay itself but the apparent lack of urgency and accountability in resolving the issue. As a customer, I have spent considerable time chasing updates and seeking a solution, yet the matter remains unresolved.
When customers purchase products, they reasonably expect that damaged goods will be replaced promptly and that the retailer will stand behind its commitments. In my experience, Harvey Norman has failed to meet those expectations. The prolonged delay has caused significant inconvenience, frustration, and a complete loss of confidence in the company's customer service processes.
I have followed the appropriate procedures, including engaging with Consumer and Business Services (CBS), but I am still waiting for a satisfactory outcome. No customer should have to wait over 14 weeks for a replacement of damaged goods.
Based on my experience, I cannot recommend Harvey Norman to others. Potential customers should carefully consider the level of after-sales service they may receive if problems arise with their purchase.
I sincerely hope Harvey Norman reviews its customer service practices and takes greater responsibility for resolving legitimate customer complaints in a timely and professional manner.
Do not bother with this store, they use an unreliable and untrustworthy freight company. Goods are not delivered securely and when you don’t get your goods, it is basically bad luck as sole responsibility is placed on the customer to ensure the delivery driver does the correct thing. In short you will be making a donation to this store as you will not receive anything in return.
Extra Information
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[Name Removed] is the the person responsible for this case