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We purchased some air conditioning units from the Preston store. We were promised installation and that the window units would be problem. This is incorrect. Their "installation guys" did not show up or return calls, no one else is able to install both window units and split systems. It's one or the other. We now have to figure out how to return massively heavy air con units to them to try and get our money back. Lost our business for life.
Nobody home at Harvey Norman Albany WA
This relates to the HN store in Albany WA. In 2019 I ordered and paid a deposit (because it was out of stock) on a $500+ electrical appliance. The salesperson assured me it would be in within a fortnight, and they would call me then. Not hearing anything, three weeks later, I tried to call the salesperson. Over the next seven weeks (yes, Uncle Gerry seven weeks), I tried many, many times to get in touch, and either the call "rang out", i.e. not answered, or was answered by someone, who always had an excuse as to why the particular salesperson I...dealt with couldn't take the call, and assured me they/someone would call back. Nobody did, so I cancelled the order and arranged for a credit of my deposit, and was surprised nobody asked why, or contacted me to follow up this lost sale. A glutton for punishment, I recently attended HN Albany WA again to buy a "large-ticket" item, and guess what? The same experience repeated itself. It was groundhog day. I was gobsmacked! Goodbye Uncle Gerry, I will never darken your doorway again. (Hopefully neither will all the people I tell my story.)
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.
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.
Ridiculous staff very rude to customer
Please don’t go to Harvey norman very polite when they have to sell anything but if any problem occur they will say it’s not in warranty and most of their products are faulty never buy the products with extra warranty the are all refurbished. They offer u 2 year extra warranty but please don’t buy from them they are thief’s please prefer some other stores who have better products and good price than these thugs
Yelled at by 'manager'
I purchased an expensive vacuum cleaner from Harvey Norman 18 months ago. It came with a 2 year warranty. Vacuum cleaner decided a few days ago it wanted to start over heating. I called Harvey Norman and they tell me I have to call the manufacturer of vacuum cleaner so they can authorise replacement. I do this. I go into Harvey Norman this morning and they tell me that they will not replace even though I have proof from manufacturer that they are to replace. I stand my ground and say that not only do I have proof from manufacturer but also as p...er ACCC they have to replace as it is a 'major fault'. (Cordless vacuum cleaner overheating on the dock I would class as major.) The manager of that section (Sue at Munno Para SA) says no we will send to our technicians and they can decide whether they can fix it or whether it is overheating due to misuse. I then start to get annoyed and say I am not leaving until they remedy the situation especially since the manufacturer has given me proof for them to replace. Manager Sue yells at me (and I mean yells loud enough for people to turn around), 'I am not dealing with you anymore'. Then she storms off. I manage to find a young girl who apologised for her managers attitude and said that she personally couldn't fix the situation but for me to leave the vacuum with her and she would try and get a regional manager to fix the issue. I asked how long this would take. She said she is not sure but it could be a couple of weeks or more. So now I have proof that I should have a replacement, no replacement and possibly a few weeks wait with no vacuum. I have contacted the manufacturer who have said they will try and sort it out, but I am not holding my breath. I was made to feel like a piece of dirt this morning by some vacuum cleaner section manager on a power trip. Never again Harvey Norman. I wish I could give zero stars.
Would give them 1 star if I could
The worst customer service I have ever experienced in my entire life. I have made complaint to Harvey Norman Head Office and the ACCC. Months of headaches with staff members, do yourself a favour and purchase online and don't ever deal with these people. Many reviews regarding this store are negative and highlight in particular lies and abusive interactions they have experienced with him. Shop online so you don't have to deal with these people. They work on commissions & KPI's yet they cant even make a sale, they have wasted hours of their time just to LOSE a sale from us.
Rubbish washing machine
We bought a top of the line washing machine and the first one was dropped in the store room, but still released to us. The second one, after they replaced the damaged one (without too much drama, in their credit) washes like a piece of poo. The manufacturers fault, not HN. Very professional in our dealings, thanks.
Dont buy Optus via Harvey norman
I purchased a Samsung phone from Harvey Norman on the gold coast ( bundall) recntly with the offer to move over to Optus Guess their Staff are out of their depth with regard to accountability when it comes to service It not us its optus with the problem Dont touch harvney norman
good range of products knowledgeable staff
I have made a lot of purchases from Harvey Norman and have always found the staff, helpful and friendly with a good knowledge of their range of items so they can advise me the best to buy. A couple of times I have had to use the warranty or product care and the service from the staff at Bathurst has been the best.
Price match guarantee is a scam
Wanted to buy a new tumble dryer from the Everton Park store, Brisbane. Harvey Norman guarantee to match ‘leading online retailers’. Found product on ‘Appliances Online’ cheaper yet they refused to match price on the phone. Said the margin was too small For them but the store manager would call me as he was with a customer. Fat chance. Been 45 mins now. Not holding my breath. Same thing happened at another Harvey Norman store recently. They need to be investigated for false advertising and remove the guarantee. They will only match a price if t...hey deem it worth their while. That’s not a guarantee. Just called the Good Guys at Lutwyche. Guy was awesome. Zero problem. Agreed to match within 30 seconds of picking up the phone. There was always a reason I avoided Harvey Norman. High prices and the worst customer service!!!
I recently bought a pair of Liebherr frigs’ from Harvey Norman Castle Hill. They delivered the wrong one ( not the one that was on their showroom floor) that I bought but a different one. They would not take responsibility for it and charged me $700 to deliver the correct one and pick up the wrong one . I have written to their complaints dept 3 times now and have not had the courtesy of a response as yet . It is not as though I didn’t know what I was buying as I have 3 sets of the same frigs’ now, all bought from Harvey Norman.
Poor after sales service
extremely poor customer service following the delivery of my LG fridge. I wanted the manual which wasn't left with the unit following the delivery. When I called to ask how I get a copy I was told it should've been provided on the day. My conversation went around in circles in frustration that you only need to advise once it was not provided and how do I get a replacement copy. I know I can go to the internet but I was astounded at the lack of ownership and that it was my problem. so you buy a fridge it gets delivered with no manual and there i...s not even a sorry that it happened and there's not much we can do about it. Cant you keep additional copies for your customers rather than just blowing them off and in particular the replacement caps? The delivery guys were kicking boxes around the truck - no wonder some items are faulty when new I don't recommend HN based on an after sales experience!
- Retail Stores - Appliances
Product sold not as described
I bought a vacuum cleaner from Harvey Norman. On their website it's clearly described what comes in the box (please look at the image attached - I highlighted their offer in red). However, when I picked up my product, some essential parts (Clips with 2 Rubber and 2 Brush Inserts) were not there. I returned the product to the store but I was told by the manager (introduced as [name removed]) and a sales person (introduced himself as [name removed]) that I was wrong because the product comes with 1 clip - 1 rubber and 1 brush insert ONLY. They to...ld me that it didn't matter how the product is described on their website because their store sells it with one clip only. This just doesn't make any sense; and even more, selling products not as described is kind of illegal. On the bright side, I was able to process my refund. However, the 30 minutes wait for the refund paper and the whole "you are wrong" blaming, won't make me buy things from Harvey Norman again. Disrespectful and ignorant customer service.
- Retail Stores - Appliances
Customer service is very poor
The online cashback promotion does not pay out. I contacted the sales person and he was not helpful. I spent 3 days working on it and will not use Harvey Norman again
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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