Reviewer Photos & Videos
- Verified customer
Misleading advertising and refusal of return
Ordered a pair of Sonos One SL only to find out it does not work with wifi protocols of WPA2 Enterprise.
However when I try to return it and contact their now online chat "customer service" they say this is under "Change of mind" and re-stated their policy to me and down right refused to refund. On their website under specification it says it works with "wifi" but did not specify which type it does not work with. Interestingly the Apple Homepod on the other hand works perfectly with all kinds of wifi protocol. I am extremely disappointed by Harvey Norman and I will not be purchasing another product from this company. If you would like peace of mind knowing you have your purchase covered, I suggest you stay away from this retailer.
Disappointing Online Shopping
I ordered here on 23 Oct only because the page said delivery from 2 Nov. It turned out very annoying that there is no ETA after 4 weeks waiting. Who knows how long I have to wait. The product is still now being sold even though they know there is no stock at all.
Still waiting - appalling service
Ordered an outdoor setting 2 months ago. No date for delivery. It annoys me that they can hold your money for this long without letting us know what’s happening. I’ve emailed, and had a response that it’s been delayed.
Would give 0 stars if I could
Ordered a Christmas Tree online and when it arrived it was so vastly different from the picture that it was not even close to being “as advertised”
The tree in the photo was packed with branches and lights and no gaps whereas what arrived was sparse and just about the most unrealistic tree I have ever seen
Immediately contacted Harvey Norman via WhatsApp as there was no phone number at all
Was sent an email to ask for photos and a video and “someone” would contact me in 48 hours with the likelihood that we would have to pay to ship it back afte...
Surprised and Shocked
I got my brand new LG fridge delivered today and it came without any sort of cardboard packaging and had couple of dents on the top hand side of the door. When I called Harvey Norman, they suggested that they will arrange LG to come down and replace the door. Instead I asked replacement with the another piece with all the packaging. The guy over the phone told me they don't have particular model in stock and can't deliver it until next Monday and asked me to not to use fridge till then because they have to resell it and I was literally shocked ...to hear that. I was like where will I keep my all frozen stuffs, veges, milk etc and the guy over the phone didn't want to understand. I would never buy anything from Harvey Norman again..Trust is completely gone and service is just below standard.
- Verified customer
If I could give a lower score I would joke of a company don’t shop here or online
I couldn’t be more disappointed, ordered online for a simple keyboard nothing hard to deliver or hard to find, I’ve waited a month and a half and still don’t have anything from Harvey Norman, I ordered a keyboard on 10/10/2020 all I got was a purchase receipt then waited till almost a month later to contact them to see what was going on I understood stuff is delayed because of COVID so I messaged in on facebook as recommended talked to this stupid bot then was transferred to a person they told me they would figure it out for me and get back to ...me I waited 2 days heard nothing when I was told she would be back to me in a hour or so, after the 2 days I messaged back and had to go through the bot again what a joke, talked to a lady who raised a case for my order to get a dispatch date I though this would be the end of my problem and I was wrong, I got my dispatch date which was for 11/11/2020 I waited till the 13/11/2020 still nothing I complained they said it would be pushed back till the 18th now and asked if I’d wait I told them this is the last time it’s now the 19th nothing I live 40 mins from the store so it’s obvious they don’t have it or it would have been dispatched and be here so still can’t get anything back from Harvey Norman no reply from them yet but just terrible service
Appalling Customer Service - Do NOT use!!!!
All wanted was an update on the estimated delivery of an item which I bought and paid for in full online. I was given a total run around and it took forever for customer service to actually get back to me to say they could not give me an ETA.
Rude - taking money and not getting the product
This afternoon I have experienced the worst customer service imaginable from Kevin Diep the 2IC for Electrical at Harvey Norman Preston. The way he spoke to me was rude, aggressive and totally out of line. Customer service should be at the forefront for any store and team including the 2IC, all team members and management should listen and learn about issues.
I purchased $6000 of electrical equipment on the 21st of October 2020. It was to be delivered on 22nd of October 2020. My delivery was short ordered - missing was the Meile Vacuum and Bre...ville Toaster Oven. The Breville Coffee Machine that was delivered was the wrong colour. Emails and messages to Karolina Pekic about the missing items and wrong colour delivered went unanswered unless I chased them up, then had to wait for the toaster oven and coffee machine to be available and go back into the shop and swap them around myself (4th November). I was told that the vacuum cleaner would be ready for pick up on 13th November. I called yesterday (17th November) and left a message with Graham and asked if someone could call me back to arrange a time for me to pick up the vacuum. No one called me back to see if I could pick it up. I then called again today (18th November). I asked to speak to Karolina, the person on the phone couldn’t figure out how to transfer a call and asked me to leave another message and she would get back to me. Karolina did call me back later that day and told me that vacuum cleaner would not be available until 5th December. I am disappointed that I have paid for an item that keeps getting pushed back for delivery. I asked to speak to the 2IC Kevin Diep because this is an inconvenience. Karolina said she would get him to call but he never called. Karolina called me back later that afternoon. I asked her why the 2IC didn’t have time to call back a customer after asking to talk to him. She said she would try to get hold of him again. When he finally answered the phone he had an appalling attitude. He didn’t want to have anything to do with me and offered no help for my missing item. I then asked who his supervisor is (the person who runs the franchise) who I now know is Sean Dixon. He refused to answer the question and just kept speaking over me, he then hung up on me. As a customer we should have the right to speak and not have our issues disregarded because he can’t be bothered. I hope that this post makes management aware that Kevin Diep should never be allowed to speak to me or any other customer the way he did. Kevin and Sean should call me to apologise for his rude behaviour and lack of customer service. I also demand compensation for this horrible experience with Kevin Diep. I would NOT recommend Harvey Norman Preston to anyone. The worst experience I have ever had in retail.
Bought a new cannes lounge in grey and we waited 2 months for it to arrive while going into the store to check on progress of our new one arriving the floor lounge was still on the floor ours was going to arrive last Friday after waiting 2 months. It was delivered to us on Tuesday as we paid to have it scotch guarded as well. I was away from home when it arrived only my husband was home. I got home a few days later to see the lounge in my loungeroom had red stains on it and the inner cup holders were missing and the cup holders had deep scratc...hes in them like say some one had dropped a set of keys in them and damaged the bottom. It didn't look new or smell new I was ropeable I went to the store to find the floor lounge missing i said where has the display lounge gone they couldn't tell me where it was I said ill tell you where it is its in my loungeroom you obviously gave us the lounge that was the display lounge they denied this but I knew it was the one in my loungeroom. They denied I had the floor lounge but funny enough I had to wait 2 months for my lounge to arrive only for them to say to me oh we have a new one out the back we will get it swapped over for you. Damn right you will or you can give me my 4k back. So dodgy so many lies. Warning is to make sure they aren't giving you floor stock if you have ordered and waited for new. To ad to it one of the reading lights isn't working so we will have to go back to the store when my husband gets out of hospital today.
Never ever use them
Terrible customer service.
To contact them you send a message and they sometimes call you back within 24 hours.
When they did finally call they agreed to cancel and fully refund my order but then shipped the product 2 hours later. Unbelievable.
Harvey Norman Online are seriously damaging the brand name.
Don't get someone else to pick up your click and collect item!
My wife went to our local HN with the email that was generated to me to pick up a click and collect order for our son.
They said it has to be me that picks it up, although she had clear evidence I had sent her the email.
Called the store, they said speak to customer service on messenger, 1.5 days later a response, then 45 mins on messenger to be told email a security team, now the response from the security team "we will respond in 48 hrs...no wonder people are buying online, so much easier than these prehistoric retailers who have no idea about the customer experience, never again
Shoutout to Harvey Norman Erina
Anytime I have dealt with Harvey Norman Erina they have been fantastic and my latest example is no different. I've bought and returned 2 LG OLED's which have been faulty with screen issues and each time Harvey Norman without much fuss have organised a new TV to be delivered to me the next day.
Obviously these issues shouldn't happen at all (But this is LG's fault for a $4,000 TV not Harvey Norman's), but the fact the store treats the customer well and has their back is all you could ask for. I had a similar issue with a similarly priced TV 3 years ago at Bing Lee and received no help at all even from head office, so I appreciate good service when I get it.
Appalling Services - Order elsewhere
No refund or any contact and it has been over one week.
I ordered a Samsung 55 inch TV and then decided to change my order to another TV. I literally contacted them within 10/20 minutes of purchase to ask for an exchange. Their response was that the order has gone through, and they are not able to change at all. Their recommendations was to order another TV as a new purchase, which I did. They told me over the phone that they have cancelled my first order and I will get a refund. But they didnot notify or confirm that.
I then contacted seco...nd time regarding the same refund. They communicated to me that they will send an email confirmation. Yet again, no email confirmation. I checked with the store as well who informed me they are not able to do anything and I will have to contact Harvey Norman online. So I have been trying to get in touch with them to get this resolved, but nothing has happened at all. They took the money out so easily, but how hard is to provide a bloody refund? I don’t even want to give them one star.
- Retail Stores - Furniture
- Verified customer
Terrible Customer Support And Warranty
I bought a Beautyrest Naples queen mattress from Harvey Norman. She always emphasized on 10 Years warranty and if anything happened they will replace the mattress. The mattress started to dent after two weeks and when I asked them to take action they just referred me to the manufacturer. After 6 months communication manufacturer replied to me “This is a completely normal occurrence for your mattress”. I threw it out and just wanted to let other people know when purchasing a mattress from Harvey Norman you will not get any customer support in the future.
I Wish I had red the Harvey Norman review before, they rightly Earned the 2.3 score as the worst store!
Today is the 16/11/2020 and still not one email or phone call from Harvey Norman to advise us what is going on.... they did not evan reply to my email below all igot was an autometed reply on 12/11/2020 below:
Thanks for your email.
Please note:This is an automated notification as you’ve responded to a Customer First email. This email address is not monitored, therefore your message will not be replied to directly.
Your emails are very important to us so, if you have any questions, please get in touch via the “Contact Us” page on our website.
Crap bed from Harvey Normon
Not happy we purchased a queen ensemble set prior to that we tried one in their Munno Para store when we got it home we set i t up lay on it and it was like laying on the ground hard as no refund because we lay on it
Great service at HN.
Great service and product knowledge from Michelle Famularo at Chirnside Park Harvey Norman.
We were buying a fridge.
Recommend the service
terrible communication and lack of empathy. Pathetic!
Upon purchasing a Berwick 3.5 seater over the phone, they ensured it would be delivered to my address on the 16th. I received a call 2 days prior to delivery informing me they were unable to deliver to my location as they had 'misheard' my address (even though the correct address was on my emailed receipt). There was no help at all offered in resolution of the issue at hand. The 'manager' said "so you we'll do a refund...?" Do not shop with harvey norman fyshwick online/over the phone. Terrible!
My Launch Day PS5 got put on Back order until December!!!! I can’t believe this is happening
I am a gaming enthusiast and tried to pre order a PS5 through Harvey Norman did everything correctly, payment went through got to the day I was meant to pick it up and they said it was on back order until December.
They did not once contact me to tell me I was not a launch day order even though I paid a month in advance.
I cried because I was so upset.
Save yourself the time and stress and avoid Harvey Norman Online.
Congrats for winning the worst customer experience in 2020, stay away everyone
I have bought online a screen with a good discount (on the website) but it turns to be more expensive than all other shops (after the claimed discount), couldn't blame them as this is capitalism anyways and I really cared more about the specs but you should be aware of that if you care about 'honest' discount offers, recieved it 3 weeks later (well, its covid era, we can wait, its not an emergency supplies and maybe the ship is facing the holly winds and didn't reach the borders on time), then all after this waiting period, I got the screen whi...ch was great except it got a killing feature, I can't mount it on desk and I don't havw enough space on desk so that was a bad design in this model and I needed to change it even if I will pay a higher price but couldn't find a better one with the specs I need (they sell only 3/4brands for that model) so I went to the shop and asked politely if I can return it, and they said why? I said it doesnt have a mount option which is I really need so the floor manager plus the store manager and others were like (but no screen got moint options, so I pointed to the screen they scan things at and said what about these ones?) so they said well we mean we dont sell any screen with mount options, then I showed them a less expensive one at their 'own' shop which got the option, so they said in very rude way we dont accept returning any opened products, although I closed the screen and it got no scratch and even the box was closed correctly, so I told them all that and they were like (no, you can complain or use other shops to buy next time which accept a return policy, so I smiled and was like wow, and the guy continued 'I mean I NEVER seen anyone who buy a pc screen then return it, who does that', and this is not the first experience, I got other experience with different product but thought at time it was a considence, it turns to be a culture thing and look at all other reviews, what drove me to write this reveiw, I seen they won the worst customer experience this year as well which means it is not considence, they are truly bad/over priced shops
Questions & Answers
Do you do bpay
im having an issue with buying online i bought a MSI CUBI 5 PC on 15th of october and about a week ago the online purchase was refunded and no reason why it was refunded does anyone know how to contact online customer service the LIVE CHAT Did not and harvey norman rep have me this email email@example.com
I want to get a review about their carpeting service
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.