Delivery costs need to be looked at
Paid over $100 for delivery. For that the washing machine was dropped off in the box. No assistance in unwrapping it, installing it or putting it in the correct place. I bought our last appliance from appliances online, and at the time it was free delivery, and was all installed in place.
Decline in customer service & shopping experience.
The things that used to make Harvey Norman a reliable retailer even as recently as 10 years ago, don't seem to exist any more. Traditionally, HN would be the first place to go for all electronic/ appliance purchases & for that reason it has been the place I always go first knowing I will be making a purchase & to be honest, wanting to get it done reasonably quickly without any fuss. I am basing my review on attempts to purchase the following list of items from HN where I located the item I wanted at HN, given up & then purchased from an altern...ate retailer (most often The Good Guys): vacuum cleaner (x2), washing machine, laptop (x2), television, microwave, coffee machine, xbox, blender, mobile phone, personal grooming, hi-fi and fan. My experience has consistently been the same. Finding the item I wanted online & going in store to purchase, rarely able to find anyone to serve me or waiting more than 10 minutes after alerting staff that I wanted to purchase an item or had a question, often having to queue at the cashier's desk to ask them to request a sales attendant to assist me. I remember once waiting for a prolonged period after two attemps to call a salesperson, who was unoccupied & in clear view rushed to answer a ringing telephone before getting back to me. I have tried communicating that all I wanted to do was purchase a particular item and I would be in and out quickly to make a hassle free sale, but even that didn't work! HN also used to be the ideal store to try out or inspect display stock before making a purchase, nowadays if you cant have a conversation with a sales assistant the only option you get is to read the box or an online description. I understand that the rise of online retailing must have impacted shopping instore but overall based on my experience, I won't bother shopping with HN until I've exhausted other available options.
Take your money, make you wait!!!!
We purchased an oven and also checked other store prices, but the one in Harvey Normans was available in a few days, (so they said) and our other had ceased to work.
Said it would be delivered in three days. A week later, no sign of it, and to make matters worse, no communication at all from HN. I rang them three times today. Twice they said they would find out and ring back. Silence!!!!
Third time I was told it would have to be ordered from the manufacturer and should be there by next Wed! No apology, just appalling customer service. Pity they don't charge your card until they have it available, or I would have cancelled and gone elsewhere.
Harvey Norman Port Macquarie - No ongoing customer service.
Having spent $3,000 on a range of household whitegoods with Harvey Norman at Port Macquarie we were taken back when only 2 days later we ventured in to make further purchases and the very same chap served us as if we were complete strangers. There was no recognition, no banter, no inquiry as to whether we were happy with the goods, etc.
We were not expecting anything extraordinary but some small chat would have made the world of the difference.
Needless to say we now buy everything from another retailer.
Bought an LG dishwasher (top of the range) and talked into extended warranty (in total 6 years on washer and has 10 years on motor) it is now 4 and a 1/2 years old and is now leaking steam out of the door, when I made an enquiry sales staff said yes that would be covered, but when I rang to make claim i was informed that seals are not covered, (even though in the booklet and sales staff say parts covered under normal wear and tear). The machine only gets used maybe twice a week. Not impressed, the warranty is not worth the paper it is written on and staff are not kept informed of what is covered. not real good customer service (don't waste your money).
I suspect the Goods in SALES can be refurbished or 2nds
Many items of our special buys were not quite right within 1-3 months! Often becoming seriously worse just past return or warranty periods. Beware of any (esp major) sales events, tent sales etc. don't buy expensive big ticket items! For example, a known brand sandwich maker revealed multiple scratches after about 3-4 were made.. A name brand toaster would brown only one side properly and hardly the other of Both slices, $10 double Wii remotes and charger sets - one of the two would not charge within a very short time the other inferior option available. So we seemed to have a bad run where 1/2 value gotten out of 1/2 price goods from the tent and esp large Venue Major Event Sales. I'd say only go for novel Xmas stocking fillers.
Make sure you find out what the minimum price they will repair your appliance under product care the item I bought was 370 dollars said they don't repair anything under $400 and wouldn't replace a $40 part wanted me to pay another $300 replacement for their base model plus wouldn't honor 2 years still on my extended warranty, nothing but getting more money out of you a rort never again.
Don't know how to use it
Just moved in new and don't know how to use the dishwasher installed already, it starts and stops immediately.
So if anyone can help me in this
- Retail Stores - Appliances
Service is terrible
This Harvey Norman store has the worst customer service ever! We recently purchased an electrical appliance off them, the original transaction was fine but when they delivered the product it was floor stock and they lied saying it was brand new, but we knew better knowing that brand new doesn't come in bubble wrap! My husband visited the store to find out the display model was missing. Thankfully they were able to redeem themselves by upgrading us to a higher model for the same price. However I will probably never shop their again nor recommend them for that silly experience.
Yet another example of poor after sales service from HN online.
I purchased a waeco portable fridge from harvey norman online. We received an email stating that the invoice would be emailed separately. We received the fridge quite quickly and have no complaints with it, however we never received an invoice. We are travelling soon and need it in case of warranty issues. I have called Harvey Norman on 3 separate occassions, twice I left my number after being assured by the automated msg I would be called when I reached the head of the queue, i never received a call back, once after being kept on hold for 30 m...inutes I spoke to possibly the most disinterested customer service employee on the planet whose advice was to wait, I then sent a message via their website and recived an automated message that i would be contacted within 24 hrs, this of course never happened. Its not a huge deal and should be able to be resolved easily however HN seem to lack even the most basic customer support skills.
No communication or action
We purchased a fridge from Harvey Norman’s website in November. HN sold it with a $150 Eftpos gift card promotion. Two months later and we still haven’t received the card. We have sent four emails, sent messages via the the HN facebook page and called the HN store that the fridge was dispatched from (‘you’ll need to speak with the manager and he is busy – will ring you back’) and the general customer service phone line (1 minute wait suddenly jumps to an 8 minute wait). But still no response from HN. Would have given up (which is probably what ...HN is hoping for) but I think if they put a promotion with a product that they should follow through. More disappointing is their total lack of customer service or communication on this. I’d have to seriously consider using them again after this disappointing performance. Appliances Online have been great for me and I think HN could take a leaf out of their customer service book.
Click and collect not very efficient.
Ordered a vacuum via click and collect thinking that it might be ready for pick up on one of my trips into town. 5 days later, had not heard and had been in, straight past store the previous day. Sent email asking questions and within an hour got the ready to collect email. Made a special 120km return trip into town again. Went to store, up to counter, waited as that is what email directed. Sent to vacuum department, young man did not know what to do. Waited until sales person was available, then told to go out of store, around the back to collect. It would have been quicker to just go into store and buy one rather than click and collect. Otherwise, put specific 'collect from rear of store' instructions on email to save time.
Poor Customer Service !!!!!
5 month old fridge played up twice, 1st time i fixed it by unplugging and re plugging it back in as per the booklet. 2nd time 2 days ago it stopped working again. This time it wasn't working after the above trick and fridge also stopped as well.
I rang harvey norman and spoke to one person who then said they would ring back later with and out come as i asked for store credit or a exchange which i thought was fair as i need a fridge now and not wait up to 48hrs for hisense to contact me to organise a time then god knows on parts or what ever...after that. After contacting accc i rang harvey back and informed them i want it sorted asap. I have a new born and 2 young kid's. Under the accc its up to harvey norman ( store brought from ) too sort out not put me through to hisense warranty department. After the sales staff at the store telling me different to what the accc was saying had me almost laughing. Anyhow he told me that the manager will not do anything either. Put me on hold after a few mins, then the manager gets on the phone and says we will have a new fridge out tomorrow, out come was ok but the infomation too get their was absolute garbage. Harvey norman need to really get there act together and get on top of these stores that mislead customers as to their right under the accc. Its quite funny because they have the link to the accc on their website. Lost about $100 which was fridge/freezer foods not including kids meds, but was happy that a fix was sorted but only after i caught them out on there bs.
What a total sham extended warranty is. Bought a new fridge from HN and they offered us new for old replacement for the first 2 years for a fee of $400. What an about rip off. It's under manufacturers warranty for the first 2 years so basically HN will take your money knowing most fridges don't break within 2 years. It's not even an extension of manufacturers warranty. It runs at the same time. All consumers have rights covered by law. Fancy making people think they have to pay for a warranty. Disgusted.
People make mistakes
My mother recently purchased a vacuum cleaner. The first and only time that she used it she realised that it was not suitable and she was unhappy with it. The vacuum did not perform to her expectation and her carpet did not seem clean. So she took it back to the store only to be told that they would not take it back because she had used it. How would she know what it was like if she had not tried it out? She did not ask for a refund just an exchange.
She realised that she made a mistake. Do people have to be experts on everything these days? ...
Questions & Answers
Can an item bought at one Harvey Norman store (Dandenong - not yet delivered) be delivered to another (Swan Hill)? My circumstances have changed since purchasing the item (fridge).Thanks
you'll need to contact the store where you purchased your fridge and explain your new circumstances..
Does Harvey Norman charge extra for a special order?
Can u give me a quote for a econavi panosonic heat pump i have a 2 storey house I am a pensioner do u offer any discounts ? My email is [email address removed] look forward to hearing from you
Get an answer from our members and Harvey Norman representatives
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