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.
The price was Fair, the service mediocre
Bought a dishwasher online with in-store pickup, not having shopped at harvey norman before i walked in to the appliances counter to ask the lady what i had to do, gave her the order confirmation number so she starts plugging away at her computer and prints out a big long receipt. Reads the bottom of the receipt and says loudly, "It says right on the order confirmation that *insert name here* had to pick this up. Then stares at me, so i say, I am *insert name here*, She says "do you have a photo ID" in an aggressive manner, so i show her then s...he's overly polite and helpful because she knows she's been rude for no reason. Fair enough, i'm a guy with a almost exclusively female name... but you've got to give a stranger the benefit of he doubt right? So i go out to the delivery bay, check in with the guy, he goes away with the fork lift, 10 minutes later he returns with a dishwasher, with no packaging or wrapping which was obviously floor stock... So i say, err, "doesn't it come in a box or something" and he stands there for a minute and looks at me, then says "Oh, did you order a new one". So i was like Um, Yeahhh :S Anyways, i'm sure this was just an honest mistake. He immediately went off and got the right dishwasher. I just thought it was a cracker of a line, pay a thousand dollars for a dishwasher and they come out with "Oh, did you order a new one".... Classic
Taylor's lakes store
Decided to go in and buy our furniture for new home..appliances, couches, screens etc projectors etc lets just say we spent money...
Now it's all good but there have been a few hiccups along the way where Harvey Norman don't know how to communicate with companies like Asko...that was the only real issue we had really...
But I will say...please don't take their advice on getting people to fit their products...we were ripped blind by a pair of gas and electrical fitters for our stove and rangehood...yes I was told..
" Oh these guys are great, ...
good product. happy with it as using it for 2 years
Westinghouse Fridge is so good. Easy to clean and very spacious. The energy consumption is not too high. The price was reasonable and the staff gave us the best option.
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.
Good waahing machine but poor customer service!
I went to Harvey Norman at Orange Grove Liverpool, to look for a washing machine to purchase. The person who served us was named Rob, who supposedly was meant to be the manager at the time. After asking for his advice on the prices, he gave us a ton of bad attitude. For a person who is a manager, his role is to serve customers, be reliable and help people with positive attitude at all times. After all we were buying from his store. Never again do i want to walk back into Harvey Norman or purchase from them if we're not welcomed.
- Retail Stores - Appliances
My month old Fisher and Paykel fridge stopped working properly and after a little messing around they replaced next day.
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.
Over-inflated in store prices
Not so long ago Harvey Norman (HN) were on a crusade against online shopping worried that it was going to put retail stores out of business. They were late in getting an online shop and while that might be doing ok, they may end up putting their own retail stores out of business.
On the weekend I bought a bread maker I had been looking at for a while. Harvey Norman seemed to be the only retail store that sold the model I was after, which is $199 RRP. Its that price on the Sunbeam website and also on the HN website.
I spoke to a nice girl ...there who was able to reduce the price further. It was already discounted to $179 and we got it for $169. I was quite happy with getting $30 off the rrp. All was great until she said she can't go any further since it was already $60 off. I thought to myself, hold the phone, i researched this and its only $30 off but sure enough when the box came out, the price sticker was for $229, $30 above recommended retail price! That brings me back to my original point. If HN want to compete online but also keep their retail store presence, they need to align their prices. Think of it this way, people can bargain a price in store but can't online. Most might be too lazy or busy or whatever to go to a store and will just pay the online price, but that is no reason to rip off those customers in store. HN salespeople should also assume that the customer knows more than they do. I had been researching for weeks so I learned nothing new going in store, i went in for a better price. In saying that though, some sales staff are more knowledgeable than others. Some we spoke to did not know the product at all.
More information from sales person would have been nice.
Recently purchased a washing machine from Harvey Norman, delivery was expensive, however they matched the item price and delivery price of another company in town. Machine was delivered the next day. However it was only when we were installing it that we realised the machine had no hot water inlet. It would have been nice if the salesperson had of informed me of that. As this is only the second washing machine I have purchased, it wasn't something I had even considered.
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? ...
Warranty with product care its almost a month now for a air con and a minor damage to the vent. It went to repairer who failed to pick and I called up product care who asked me to call them or go there, did both phone no one answered and office locked up and now waiting for another repairer.
Don't have to wait long on phone for product care.
No result yet. No after sales from harvey norman given to a different company, HN has no enthusiasm in solving such queries only take the cash for warranty.
I usually read reviews but I thought lets give Harvey Norman Penrith a chance
I recently purchased a LG 8kilo dryer. The item was on sale and it was convenient for me to buy the product close to home. I generally purchase from AppliancesOnline and should have listened to my gut. Appliances online generally have the best price and FREE delivery and installation through NSW. I asked the sales assistant at Penrith Harvey Norman if i could have free delivery and installation and he said YES..matching the price. The delivery guys arrived at 7am this morning..took the boxed dryer upstairs and put it in the space i had rea...dy for the dryer to be installed (on the floor btw). Then they proceeded to leave…….i was shocked. They didn't unwrap nor set up. I was left on my own with a heavy packed item and was unsure how i was going to unpack it let alone set it up. Harvey Norman if you say you are going to deliver a service WELL deliver. i only hope that it works and i can manage to set the legs up so it doesn't wobble around when i use it. I would never recommend or use your store again. Highly REcommend Appliances ONline and really really wish i was a little more patient in waiting for stock to come in than go to the Harvey Normal :(((( i am hoping my product works Sales guy was rude plus made a promise he didn't follow through with.
Dodgy warranty issues - again!
Purchased a rather expensive steam mop. Monster brand.... excellent but after about its 10th use, the handle split where the plastic weld is rendering it useless. It was just on 12 months (not that this makes a difference) and the item had cost approx $250. Took it back to HN. First they gave me the 'sorry its out a warranty line - I took it back about 12 months and 4 days after I purchased it - although only used it for the first time just after my new house was built about 6 months prior. I told them that I was a lawyer and told then I knew w...hat I was entitled to under the statutory warranty. Note that I had already called Monster a week or so earlier and they told me it was a common problem with that version and to take it back to HN and swap it over. Anyhow - HN then informed me that I had purchased an extended warranty (this was news to me - I think they may have thrown it in whilst I was haggling on price (one of my favourite pass-times!) and I had to go through Monster to sort it out. I told them I didn't - I had purchased through them and it was their issue to sort out. They outright refused! The cheek! In any event I thought I would take them to small claims court (for a bit of fun) before I got a call from Monster as a courtesy follow up call to see if I had got my replacement. I explained what had happened and they couldn't understand what the issue was - I also called the extended warranty people (mitigation of loss) and they were fantastic. They called Monster and confirmed what the issue was and then called HN to tell them to give me a new steam mop. Thank Monster, thanks extended warranty people. SHAME ON YOU HARVEY NORMAN...AGAIN!!! Terrible to deal with - again. I'm a lawyer for god sake and I couldn't get my entitlements from them!
Extended warranty scam
We had extended warranty for our kitchen appliances which were delivered just over two years ago.
A short while ago the Westinghouse fridge/freezer started to get cracks on the interior so we phoned the extended warranty company IC Frith.
After three weeks and many hours on the phone between Electrolux, the extended warranty people and a local repairer (all of which lost the file or details - forcing me to send them time and time again) Harvey Normal insurance finally rang and are bringing a new fridge/freezer.
Get this, though, althou...gh the faulty fridge is just out of Electolux warranty, and although there is now a law which means the company must have provided an appliance which was in working order and would be expected to last a fair and reasonable amount of time for the price we paid for it (and this now applies to all goods bought in Australia) Harvey Norman will not continue to honor their extended warranty to cover the new/replacement fridge and have told us that if the new fridge is going to be covered we will have to pay an entirely new warranty! They wanted to charge us $450.00 for this and they said the fridge was now worth $3000. - but on their website they have the fridge for $1,4500 - and when I pointed it out, they said this price was a mistake. Then they bartered and lowered the price of the extended warranty (which now starts as soon as the fridge is taken to my house (therefore overlapping the Electrolux warranty) rather than coming into effect after the manufacturer's warranty expires. So if we buy a 5 year warranty we really only get 3 years beyond what Westinghouse/Electrolux give anyhow. Also, don't ever accept the price that Harvey Norman staff give you - even on extended warranty. The amount they first offer you is way too high and you must haggle to get the price down. This applies to any product or item they sell. They overprice and then they bring the price down if you don't accept the first amount. Go figure. I just want to warn everyone about this!
Frequent customer treated to very average customer service
Recently we were in the Albury store looking for a new mobile phone for our daughter & decided to have a look at washing machines as our 7 year old Electrolux was not working as well as we would have liked. Following some discussions with a helpful sales person about the best machine to suit our needs We were recommended the Miele range. We full considered this for a couple of weeks and decided to make a purchase of the range @ $1,699-00. When we went to the Albury store we were basically ignored for some minutes but eventually served by very a...brupt male staff member who appeared displeased the recommended sale would be credited to the original salesperson who is a very experienced & capable. We then paid for the machine noting he & the front sales desk both confirmed delivery, installation & removal of our current washing machine would be $55. On receiving a phone call to advise our machine had arrived I paid the delivery charge which had suddenly risen to $60. Today the machine was delivered, roughly unpacked by two "clowns" who did not bother to install the machine which I did myself with a bad back, having taken the current machine out of the way with my son. My wife rang the Albury store who advised the delivery people would call back by which time the job was already done. I next received a call from the delivery area wanting to confirm if installation had been done. When advised I had attended to this he hung up. So what did we pay $60 for???? When I look back over our purchases from Harvey Norman locally they include our 7 year old washing machine, printers, computers, furniture, vacuum cleaners, kitchen appliances, accessories, sound appliances and in the end this is what we get-basically [censored word removed] poor service as a long term customer. If your [censored word removed] owner Gerry Harvey ever carps and moans about how tough the retail game is in Australia in the future perhaps he needs to get of his backside and visit some of his stores, talk to the customers to accurately garner an understanding of where the problems truly are. As far as we are concerned Harvey Norman is off our radar as to future purchases. Good product & initial sales experience Very poor from then on-no competition leads to complete disregard for customers
Buyer beware when purchasing from HN
Purchased a new SMEG package from HN Penrith, with the verbal assurance it was not a discontinued product rather the latest and most up todate. However less than 8 weeks later the same product is now offered for $500 - $600 LESS with added bonuses!!. They do not do that on new products only DISCONTINUED stock they want to move before the new versions come onto the market. VERY dissappointed, leaves a bad feeling that a product can lose value by so much is such a small time. So moral of story, go to HN get a pricing but shop somewhere else. I should have bought from Factory 2ND but went with HN...How wrong I was!
product is lovely
saleman bull.....obvioulsy over priced
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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