Reviewer Photos & Videos
Role Playing & blame game
I received a very expensive gift for Christmas present. Stopped working after 6 months. Store said they couldn’t give me a refund or exchange it as I had to go through the manufacturer. The manufacturer said it was up to the store. Felt like the manager and store assistant role played how they were not to blame & nothing they could do. All rehearsed & so fake. I would never purchase anything from Harvey Norman Joondalup again. I have never posted a review before but I am furious about the way I have been fobbed off. As a point of comparison my son had n issue with his laptop and JB-Hifi were brilliant. They will be my go to for electrical items from now on.
LIE, BUY & BOOTED
I will state facts as not to be deleted.
I was lied to in the store from the beginning of the sale.
Waited until I paid IN FULL to tell me there is zero in stock & I couldn't take the display. But I could organise a credit if I've changed my mind (within minutes of taking my payment).
They then offered free delivery, which was never documented.
So, I pick it up & move on.
The tv brokedown, in April. Luckily I bought a full replacement warranty!
The total amount I paid was $1150. Apparently the tv was only $967. The rest was warranty costs, whic...
Bad customer service dealing with iphone repairs/replacement
Took 4 weeks to replace my iphone! ? Harvey Norman senior management need to train their staff in customer service and get back to client when they say they will! Client should not have to phone constantly to get updates on service.
With a bit of trouble came through with my claim.
If you have to get an assessment done on a faulty item make sure the person doesn’t put the word “broken” in the assessment as it will be possibly assumed you broke it not that the item is just not functioning.
I never perches anything from Harvey Norman anymore
I have disappointed with the customer service, they don’t have no information about their products and I will never go back there and perches anything from them, they could not solve my problem and didn’t care about their costume, and I have been purchasing 33 years from them but could not help me. So disappointed and disgusted with them.
Horrible, won't be shopping there again!
Extremely unhappy with service, bought a new sound bar, was talked into buying the best, within a couple of weeks the item was faulty and returned, we were chasing the item weekly for 6 weeks with no answers, and no offer of compensation or apology just excuses and playing the blame game, left a review on harvey Norman, was phoned minutes later and abruptly told to come and get a refund today, asked if we could have it exchanged, and was told no just come and get your refund.
The store was rude, and abrupt and after 6 weeks of having not had the item we purchased we are back to where we started with no compensation or even an apology. Stay away from Harvey Norman Bairnsdale
Return process for a faulty monitor
I bought a computer monitor online and paid for delivery as I am on crutches. (Apparently the Maribyrnong store is the only one I can return it to which is an hour drive)
I set it up and it has a dead pixel in the middle of the screen. I called the store asking if they can deliver another and swap it as I paid for delivery and can't physically come in. They said no, ok fine that's understandable.
The guy said just bring it in and we'll swap it on the spot no issues.
2 weeks later when I can finally drive again but explained it's v...ery tricky for me to travel, I was about to drive my wife who doesn't drive and she would carry the monitor in and swap it. Lucky I called to check if they had stock! They said no you have to bring it in and they'll send it away for 1 week to get analysed and then I have to come back a week later to get my refund or replacement. I said as well as being without my monitor for a week I use for work, multiple trips are just too much for me after my operation and please help me and find a way for me to make the trip just the once, they said no they can't help and the process is their process. I guess I'm keeping the monitor with the dead pixel...... Not buying Harvey Norman again
Useless tech service
Bought a laptop , it was having battery issues and was informed that I had to take it to Apple directly as they were the manufacturer , lie number 1.
[name removed] the tech guy doesn’t have an idea of policies and even the apple dude I took it to said that Harvey Norman Warrawong were shirking their responsibilities.
Came back to Harvey Norman with info from apple that it had nothing to do with them and again the useless [name removed] advised that they needed to have a tech report from apple to make sure it had no water damage. So again I ...
- Retail Stores - Electronics
on the 26/11 I brought online the JBL Flip5, I collected it at Harvey Norman Cairns - 101 Spence St, and when I got home, I opened the product, it was supposed to be black as I ordered online but it was a green unit, the colour actually did not bothered me but after using it, every 45 minutes - 1 hours, it disconnects from the Bluetooth (mobile phone or laptop) so on the 27/11 I tried returning it and got informed from an employee [Name Removed] (apparently the manager) that he could not refund me as the product is not the same colour as it should be, his worlds were "I can do nothing as this is not the product we gave to you".
It has been 3 weeks now and not a single email or phone call about it.
Terrible customer service.
- Retail Stores - Electronics
Worst experience with Harvey Norman after sales service
Convinced by Harvey Norman to buy a Laptop with Flexi Care cover from Campbelltown store. Launched a Claim in June but no co-operation from them.
Never buy anything from them!
The reviewer stated that an incentive was offered for this review
Lenovo Chromebook C340 - Buyer beware
I purchased two of these for my kids today via click and collect from harvery norman Maribyrnong. Opened the box and one had a smashed screen and body was bent. Took it back to the shop and they refused to exchange. They said because the box wasn't damaged it not their fault. They called back and said Lenovo wont give a refund either because they say every item checked before it leaves the production facility..... (not their fault they say)
They simply refuse to refund or exchange even when we called them minutes after being handed the box.
I had no choice but to buy another one and they said take the issue to the ACCC
What customer service that is!
Customer service for faulty goods.
Purchased this floor cleaner On the 13th August 2020 from Harvey Norman And had nothing buts problems with the roller coming off all the after about 15min continuous use. Called up Harvey Norman and they suggested going to Karcher service direct. On 2 September 2020 we went to the Karcher Service at Acacia Ridge and informed the person to assist. We showed him the video we took of the issue. The service agent was very defensive, rude and arrogant and refused to take the product in for service. He claimed he had the same product with the same is...sue which is NOT A PROBLEM TO HIM! Despite showing him the video, he refused to accept the product back for service and walked away. We waited for 15 mins and had to leave since there was no one to assist. We then took it to Harvey Norman back for a refund and they said they cannot issue a refund as it has been used. Honestly, how will you know if you have an issue with the product if it has not been used? Very disappointed after spending $530 and not being given the choice of either replacing it or offering a refund for a faulty floor cleaner. I would have got better customer service with another retailer.
Bought a TV from Harvey Norman but received a faulty product.
Bought a brand new TV from Harvey Norman but the TV I received it was faulty and Harvey Norman refused to replace item despite being legally obligated to do so.
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
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.
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