Reviewer Photos & Videos
Cannot return faulty item
Purchased a LIFEPROOF phone case. The rubber edge was coming off. I brought it back to the store for an exchange/refund. The store deemed it as wear and tear. The rubber band on the edge serves as functional, not decorative. Staff told me that they can process a warranty claim but unsure of results from LIFEPROOF - they may refund, they may dismiss. Also told me that the claims of higher value are more of a priority than a $60 phone case, and that it can take time, so I am better off contacting them myself. Another store was willing to refund. The franchise's do things under their discretion and there is no consistency in their policies.
- Retail Stores - Electronics
- Verified customer
Terrible customer service experience - very stressful
EDIT: they exchanged the tablet for me. Maintained until the end that I (or a family member) had damaged it and stated that 'they would be wearing the cost.' Still a buyer beware story though as this was a horrendously stressful experience all round but at least I wasn't out of pocket in the end - they must take some credit for that.
My story: Last week, I attended Harvey Norman at _______, Perth to return a faulty Samsung Galaxy Tab A 10.1 (2019) tablet. I purchased the tablet two days prior for my 4 year old daughter who needs a device ...as my wife and I are augmenting her reading lessons with time on the ABC Reading Eggs app. I soon discovered that the tablet had a bend in the case. Photos are attached. When I purchased the tablet 2 days ago I immediately went to Officeworks and purchased a tablet cover. I have also attached proof of this to this email (look at times of purchase on the receipts). When I arrived at the store I went straight to the service counter and I was told that I needed to go to to see a sales assistant in the computer department. This man's name was _______. He took a look at the tablet and told me that he needed to get approval to replace the tablet. I told him that this was not acceptable to me because this was obviously a fault straight from the factory. There had not been any damage to the tablet from my end; as stated previously, this tablet immediately went into a cover after unboxing and stayed there until I took it back to the shop this morning. My 4 year old daughter had at that point only spent 15 minutes with the tablet which was completely supervised by my wife and during which time absolutely no damage was done to the tablet. I told ______ that I wanted my money back or a replacement immediately because under Australian consumer law, this is what you're entitled to if there is a major fault. Instead, he went and told his manager that he needed to come and speak to me. The manager made me wait 20 minutes and then told me that he would not refund me my money nor replace the device until he had advice from the ‘tech’ at his place of work, stating that that this would need to happen in order for the return to be completed. At this point I became really annoyed because the obvious implication is that the fault somehow occurred through damage being done by either me or my family why else would a tech person need to be consulted? He also said that he'd never seen damage like this come straight from the factory. This man, ______, was at turns accusatory, unhelpful, indignant and uncooperative. It was an awful, stressful experience dealing with him. As stated above, I now have a new tablet but it was done grudgingly and without a whole lot of goodwill attached. I will never shop at Harvey Norman again.
So much better off without this chain
The customer service was... mediocre, nothing to complain about too much. But the products. Good lord. I've bought about 5 laptops from them and each one lasted max 1 year, and all of those I had to return for horrible quality. Strongly recommend against buying any electronic gadgets here, it's not worth your time or money. Would give 0 stars if I could.
Horrible service bad product
We purchased a top of the line vacuum from Harvey Norman 7 mths ago . It’s broken three times been away to be repaired more than it’s been here . This time away 5 weeks ! We call they can’t tell us a thing about it . Last time it broke they super glued it and made us wait 2 weeks to get it ! The worst customer service ever I highly recommend never shopping there we can’t get our money back it’s going to ACCC now all we wanted was a refund to buy a vacuum that actually works !!!
Dont buy product care
Sent off computer to be repaired under product care. 6 weeks now and told will be 4-6 more. After regular follow ups item has been forgotten, approvals not passed on and parts not available. With Harvey Norman selling this product i would expect a genuine repair procedure but they have had it 6 weeks now and still cant repair it. I bought a brand name computer form Harvey Norman and expected them to back it up. Product care don't care , Harvey norman dont care and seem to think that its all ok to wait this long. They dont know how to fix it so keep pushing this around to different people. Anyway off to consumer affairs now to report them.
3rd laptop HP having issues within 4 months service ok, Midland store Management just not interested, just walked away, with embarrassment. I was calm walking in about 10 minutes the crap came good and thick, we are this and we are that, this laptop this.. etc you get the Message...
I don't buy any in Harvey Norman store
I bought a WiFi router when we install with the helped of our internet provider for 4 hours and is not get to worked. I really not happy for the product recommented by the sale person.
When I returned the sale person said they want to check first. We keep contacted the store it take a week's before have the answered.After that waited for so long that they find out the router is not working. We in up to spend more money for another brand. Because I can't get my money back, that I can buy to another store that we want.
I always but at Harvey and their extra cover looks after u well. all these years they have been good at service. I recently bought a fridge their service have to
Bought 2 mobile handsets from Harvey Norman just over a year ago. One unit has now failed twice. The first time I dealt with the manufacturer and the device was replaced. The second time we chose to go back to the retailer*.
First, I was lied to on the phone by Kit, the staff member who dealt with technical problems. He falsely told me that he had called Consumer Protection and that I was not able to return the phone as the manufacturer had already done so once. Kit was very flustered and not able to tell me when this call took place or who he...spoke to when I asked, but initially I gave him the benefit of the doubt However, when Consumer Protection told me moments later that I was entitled to deal with Harvey Norman still, it was clear that Kit’s supposed call was fake news. I immediately transmitted my advice from Consumer Protection in an e-mail immediately to Kit. Some days later, I received a text from the store accepting that I was entitled to a refund and to bring the item and accessories to the store. Well, after a year, I no longer have any idea where the specific items from the box now reside and was thus unable to produce the items. At this point I was informed that no refund would be possible without them. A manager, Vijay, was summoned. After a discussion in store with Consumer Protection, we were informed that indeed, HN was entitled to ask for the accessories and the bonus Chromecast that was noted on the receiptOk, sure. I still don’t have these things
Product Care Warranty - Don't fall for it!
While buying a Samsung phone from Harvey Norman the sales person kept telling me that I should purchase a Product Care Warranty. I politely declined but he kept insisting that I NEEDED it because quote, "the screens on these smart phones fail all the time!", unquote. He then went on to assure me that under a Product Care warranty the phone would be replaced immediately if the screen failed. Without one my phone would sent away to be repaired if the screen failed. Against my better judgement I eventually gave in and paid extra for a Product ...Care Warranty. Fast forward 12 months and of course the screen on my new phone suddenly failed. I took it and my Product Care Warranty to Harvey Norman, fully expecting to leave with a brand new phone - but that's not what happened at all. The guy at the repair desk told me that because the original 2 year Samsung warranty still had 12 months left on it the Product Care Warranty didn't apply. Huh? I assured him that wasn't what the salesperson had lead me to believe when he was pushing the Product Care Warranty on me. His response was 'that's not my problem'. He reiterated that it could not be used and under the Samsung warranty the phone would be sent away for repairs. To say I was angry would be an understatement. I told him in no uncertain terms that (a) he would be issuing me with a refund for the Product Care warranty (which he did) and (b) I'd be speaking to the manager (which I did). The manager heard me out but I could see his eyes glazing over as I explained what had happened. I suggested that perhaps his staff could be given better training so that they had a more comprehensive understanding of the products they were trying to push on to customers. In return I received some patronising lip service. I left the store feeling pretty much deflated - I honestly think I would have been better off talking to a wall. Nobody working there was the least bit interested in acknowledging that what had happened was wrong. Care factor = NIL. In my opinion Product Care is nothing more than a scam that people should be made aware of, hence this lengthy review.
Loyal to Harvey
I always do my product and price research online before entering the store. I have purchased thousands if dollars of stock through Harvey Norman in Preston. I am always happy with the speed of service, stock availability and discounts they provide. Warranty claims have also been really easy too.
- Retail Stores - Electronics
- Verified customer
Their product care warranty is a kind of a scam
I purchased a headset from Harvey Norman and this is my 4th purchase over $500 from Harvey Norman. When I purchased it I was offered a warranty which they call product care, it costs some $159 odd if I am correct. Every staff at Harvey Norman that sold me a product above $500 assured me that their product care would cover even scratches and almost anything.
The headset worked fine for a little over a year. After that, there were issues and it affected my hearing so I took it to the store to claim this specific warranty called ProductCare. Whe...n I handed it over the tech staff said I am not eligible for warranty because they consider it a wear and tear concern. So I argued obviously. I had to because the staff kept refusing. Then a product care staff itself was at the store and he said that I am eligible for a claim and he advised the tech staff accordingly on how to lodge the claim. They did this only because I was strict with my request. If you were too polite you would not get a fair response. (When I wanted to purchase the product they said I would not be hassled due to product care but this was clearly not the case) After 3 weeks ProductCare department called me and said I can get it repaired, replaced for a new one or refunded in full but for the current market value, NOT THE AMOUNT I BOUGHT IT FOR. When I checked the price of the same product on shelf it was the same as how much I bought it for so they should be able to refund me the shelf price because that is what I paid for (and that is what they said I would get when I purchased it) but they are saying they can only refund me their sourcing cost, not the shelf price. Be careful of what you order from Harvey Norman. The same issue at JB-HiFi. Keep a record of all conversations when purchasing a high-value product with any extra warranty like ProductCare. Cheap quality customer service. Wasn't expecting this from Harvey Norman. Thought they were a store with a reputation.
Customer Service Poor, no ambition to be the best.
Purchased Lenovo Yoga from Harvey Norman in February 2019. The touch screen stopped working 2 weeks ago. Advised Harvey Norman on Sunday 17th Nov. Rec'd email back advising the store would respond within 48 hours. Store got in touch on Wed 21st Nov. Dropped the computer into the store today, Sunday 24th Nov, and was advised that it would take 3 weeks. When I said that was very poor customer service, the response was "well that is the same as JB hi fi." I said that had it been used by one of my children for school or uni, I would be very unhapp...y. And if that is the level of customer service, why would I choose to buy from Harvey Norman again, I may as well just buy from an on line store and receive poor service. In today's business world, customer service is usually the differentiating factor for many businesses and it certainly is in retail when you are selling brands widely available elsewhere. Very disappointed with Customer Service approach.
Never go for it. Submitted a claim more than a month ago but still haven't heard anything.
When I purchased a product, I was said to get instant replacement. Submitted the claim on Harvey Norman store Marion more than a month ago but haven't heard anything back. Store doesn't take any responsibilities about the process. Be aware of their sales techniques, doesn't really worth paying extra for product care scam.
Bad advice and a battle to get guaranteed refund
The tech salesperson at Harvey Norman recommended a particular computer virus software with a 30 day money back guarantee. The instructions I was given to install the software didn’t work, I was on the phone to India for a long time trying to get help (they wanted to charge me extra) and when I asked for my money back at Harvey Norman they refused! Should have gone to Good Guys!
Service Centre support
Returning a product under warranty was easier than expected and communication was continual throughout the process of a warranty fix. Despite a long turn around period, the staff were helpful
2 Major failures $3000 dollars down the drain and Harvey Norman does not care
Bought 2 Lenovo laptops $3000 approx 15 mths later they are both bricks and Harvey Norman says too bad. Not our problem. $3000 bricks I think constitute major failures. Heading to JB Hi Fi - they actually care!
HP Laptop warranty issue
We bought a HP 360 Laptop from Harvey Norman, Knox, Melbourne with an extended two years warranty. After four months we had some issues with this brand new laptop. When we took it to the Harvey Norman store, they refused to fix it free of cost and asked me to pay them $260. Even Manager was so rude and clearly told me that he is not sitting there to fix computers free of cost. I could not explain me about my warranty and rather kept telling me that he can not fix it without money and it will be my choice whether I want to go there or next. I found this whole HarveyNorman's warranty business as a scam and a scandal to rip off people's hard work and hard earned money. Very upsetting and disappointing Harvey Norman.
- Retail Stores - Electronics
- Verified customer
Harvey Norman Rothwell moderate unflattering reviews that contain facts. They practice consumer unawareness.
This is the review of my dealings with HN rothwell. It was deemed unsuitable by the team at HN rothwell. My 2 tablets reflect the quality of Rothwell HN.
I've included the stores response at the end. This is my factual dealing with this iconic Aussie retailer. Gerry Harvey himself wouldn't put up with these clowns.
Went into HN rothwell looking for a device for my children. Advised to purchase this tablet by staff. I bought 2, then I asked do the tablets come with cases and screen protectors, no they don't. Asked if there was any to buy as the...product is for my children, no. So with the advice of the staff I trusted that the warrantee was as good as having a protective case. Got the tablets home and set up, then noticed incredibly slow to load even the home page, apps were freezing had to call the store for assistance, they gave me Lenovo helpline in India, they were rude and condescending and offered sneered remarks, similar to HN Rothwell. Then went back to HN rothwell for their not so friendly service and their failure to listen to the issues we're having. Consumer Affairs arranged a compromise between HN and I the customer. I attended the store was made wait 30 mins for manager. He was totally rude and denied the compromise set by Cons. Affairs. So, in trusting HN rothwell staff's advice, and using my local Aussie retailer, I can only advise locals in Redcliffe to give your money to any other store than HN rothwell. They should look up the meaning of customer service. Treat customers as you would like to be treated. You cannot fix your problems unless you acknowledge they exist. Stop intimidating, and deliberately sabotaging your customers attempts to claim valid warrantees. In the local word of mouth, your warrantees, are not worth the paper they're written on. Why mediate reviews that are appropriate, factual responses containing areas you need to improve? Reviews are feedback of truths, this is what your customers face when dealing with you. We want to buy via local Aussie retailers. But your ignoring the elephant in your showroom. SPEND YOUR MONEY ELSEWHERE This is HN rothwell company response to my review on their website. It cannot be published on Harvey Norman, but.. Our staff have read your review on the lenovo tab e7 7-inch tablet - black. We value your contribution but unfortunately it did not meet all our review guidelines. For more information go to www.harveynorman.com.au/customer-service/faqs/
Cairns Store - staff just want the sale
Firstly I was sold a laptop by Harvey Norman Cairns through Flexirent. Salesman sold it to me advising I would have full accidental damage cover (even on the loaner if one ever required). I asked about the loaner - would it be the same standard computer as my son uses it for multimedia subjects. Yes he said. I was approved for $11K credit!! I have since requested the paperwork from Flexirent that he submitted and he has falsely filled out the form on my employment status and income. I did not have to provide any proof of income. I advised Flexi...rent of this. They did nothing. Fast forward 18mths, it needed a repair. Flexirent said the loaner would just be a standard computer and not able to handle the programs. Harvey Norman Salesman lied. We didn't worry about the loaner as they wanted $110 for a computer that was not going to suit us and was not going to be insured under the accidental damage!! Another lie the Salesman told. Flexirent decided it wasn't worth repairing as it was a major fault. They valued the computer at $920 (I paid $1400 brand new 18mths earlier). The store said I had to spend the credit with them. I have since found out, I could have got my money back instead but this was not offered - is this a case of staff not knowing how it works (there were 3 staff there that got involved). I was told I had $920 to spend in-store on another one. They sold me another computer that I had to pay the difference on. Fast forward 6 months and it has the same fault. It is sent to Acer for repair (manufacturers warranty). A month after receiving it back, it is doing the same thing. As it has a minor bump in the corner (which as been there since purchase and has come back worse after the repair), ACER now claim they will charge to repair this fault. The staff at the Cairns store do not inform you of all your options, they just give you the option that gives them another sale. Now they are telling me to lodge an accidental damage with Flexirent and if it can't be repaired, I will be given a credit. No, I will take my money back and spend it elsewhere.
Questions & Answers
Do you do pick up now pay later for tv's for how long?
We brought a 75 inch tv on the6th of November for 2600 dollars and now find the same tv going for 2286 dollars.I believe that Harvey Norman has a policy that if the cost of a product is reduced within a short time frame that the price is reimbursed.Can you please let us know if this is correct or has there been a change in your policy? Thank you Jo Robertson
Can i ask a reprint of my receipt when I purchase my laptop last october 2018?
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