Reviewer Photos & Videos
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.
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!
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.
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 !!!
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
- 19 reviews
- 29 likes
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.
- Retail Stores - Electronics
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.
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