Worst customer service ever experienced
I have shopped at Harvey Norman for 22 years. However, I will never step foot in a store again. Rude, aggressive young sales staff. I bought a $1,900 TV which is rubbish but all staff and Manager can say is "should be OK" or "I don't know". I bought a sound bar which I found was too big. Tried to return it but was told it was a bargain and I should buy another fitting for the TV to make it fit. I returned it again and even though the box had been opened it was not taken out of the box because I could see it was not going to fit. I was effect...ively called a liar but a very rude young man who proceeded to go through everything in the box as if I had stolen something. I am so tired of rude young men treating older people with no respect. Harvey Norman Management need to get their staff training in order and teach customer service. The old saying "the customer is always right" still prevails.
- Retail Stores - Electronics
Why would anyone shop here
I bought a brand new $2700 television from Harvey Norman. Within 6 weeks, it began to glitch. I spoke with HN who said I needed to call LG. Now 3 measly months old, it doesn’t even work. I’ve been told that this is not a major fault, despite the fact a tv is something you watch yet not possible when it’s broken and yet I’ve had to go through various different places, LG, VideoRepair and Harvey Norman themselves who have refused replacement let alone a refund instead telling me I will have to wait a further week before someone bothers to come ou...t and REPAIR IT!!! No one has even bothered to look at it so how they know what needs repairs is beyond me but that’s irrelevant. This TV is 3 months old and not working yet they will not offer anything else. So now I sit at home, alone, in complete silence. The only offer they’ve “kindly and one off” given is that I buy a 34cm tv until repairs are done which by then only will I get my money back for that one. I did NOT buy a 34cm tv. I do NOT want a 34cm TV. Seriously!!! 3 month old tv that does not work is not classified as major. Customer service, or lack thereof, is a disgrace. The mere fact that despite being told these OLED TVs should not be laid down so I’d need a large car, with me telling them I don’t have one, the gentleman at the depot part of the store was so determined to get that tv into my car, to the point he spent so long, almost breaking the doors of mar car, shoving it in. I’d told him I’m around the corner and will get my brothers Prado to collect or even a large Uber if needed but no. So once I got home, all of 5mins away, both myself and my 20yr old son could not get it out of my car. Drive to my brothers house where both he (6”4) and nephew (6”7) attempted to but impossible. Drove back home with my son, myself and a neighbour tried again. Eventually requested H.N. Come and get it out my car. It took over 15 mins all the while virtually breaking both doors of my car before they slid it flat and out. By then, I was furious. Told I did not want that one so they took it, only to return with another one lying flat. The HN staff member was rude, blunt and lacking any kind of professional customer service. Not even so much as a thank you, have a good day and truly sorry for all of this hassle. So now, 3 months later with many faults along the way, I have a blank screen and told I will not get a refund nor a replacement but I now need to wait a further week before someone even comes to repair. Despite the fact HN know of a personal issue I’m currently dealing with, they do not care! Empty platitudes, empty customer service.
- Retail Stores - Electronics
Extremely poor "customer service".
I purchased a new Samsung galaxy phone case on the 24th February 2022, from Harvey Norman Blacktown. The case was defective and was not showing notifications correctly and the APP would also not work.
I returned the case 18 hours later on Friday 25th at about 11:45 am, to the store and was accused of lying and just wanting to get my money back. My wife needed a case for her phone so all I wanted to do was to buy a new one for her.
The guy who served me at the store told me that, "he doesn't believe me and that I could be anyone coming off the...street to try and obtain Money from the store via a refund" The guy who accused me of lying, basically forced me to drive from Blacktown to the aged care home in Kings Langley, where my wife works, to obtain the new phone and drive back to the Blacktown store to prove that the case was indeed defective. I was also accused of not actually having a Samsung Galaxy phone and was told to get the phone off my wife which meant that I would have to drive from Blacktown to Kings Langley to collect it and which I did do so. I contacted Harvey Norman Head Office and spoke to a lady by the name of [Name Removed] and she then contacted Blacktown and organised a refund for me which I eventually obtained. I wasted my time and petrol just running back to Kings Langley to obtain the phone from my wife and then going back to Blacktown. Firstly I would definitely NOT recommend purchasing a phone case from Harvey Norman based on my awful experience and secondly, after spending thousands of dollars over the years with Harvey Norman Blacktown, I would now most definitely not recommend shopping with the company and certainly not the Blacktown store.
HN Castle Hill Electronics and Appliances - Rude and unfair
We bought more than $20,000 worth of goods from HN Castle hill. The Samsung sound bar we bought unfortunately did not fit on the wall space available, after installing the brand new 65 inch TV, also bought from HN Castle Hill. Though we loved the product, I had to reluctantly return it. The original packing was intact. I had to run a clear tape at one end of the pack.
This is because the installer had to take the sound bar out without damaging the packing to check if it would fit by any chance. Unfortunately the thickness of the bar covered the...
- Retail Stores - Electronics
I brought a Samsung 75inch qn800a from the morayfield Harvey Norman. Upon getting it home I realised it was missing the little plastic bag. No hassle at all Jason quickly resolved the issue for me.
A few hours in to the viewing experience we had some issues with the picture freezing. A quick phone call to Jason again he happily ran me through a couple procedures to solve the issue. Unfortunately they didn't help the issue.
I've heard some horror stories about people getting a lemon and getting stuck with the TV having to work through issues f...or weeks before they could get any sort of help from the suppliers, but no issue at all TV was replaced with a brand new one and I was even offered pick up and delivery of the new item. Replacement so far is exceptional quality looking forward to getting to know it better. All in all what could have been a horrible experience was avoided by amazing understanding staff.
Amazing flawless service. Launceston HN Star.
I had to return a faulty laptop for replacement today. Staff went above and beyond to source a replacement, made really informed helpful suggestions and were all round impressive. I brought my pleasant experience up at gym later in the day and the instructor related a similar experience she’d had last week. (Service wise). Something really impressive is going on with the electronics franchise in Launceston. One staff member said they work from an ethical base and my experience of their performance seems to reflect this. Highly recommend.
HN are very selective on what reviews they publish on their webpage
So now it looks like they're keeping brands happy by filtering the reviews on their webpage, seriously!
I bought a keyboard mouse combo in store, the sales lady (while lovely) didn't know much about the product and basically read the box in answer to my questions. I decided to try it out and bought the combo package to find it's not working as expected with dropouts and lagging performance.
I left an honest review on the HN page. I've since found out this is a known issue with logitech items and left my view that the keyboard doesn't operate ...as expected and my old $10 kmart keyboard was doing a better job. I've been emailed to tell me "Our staff have read your review on the logitech mk270r wireless keyboard and mouse combo. We value your contribution but unfortunately it did not meet all our review guidelines." If guidelines include not telling customers exactly what happens with certain products they are not showing clear and unbiased opinions ... I was not told what guidelines this review failed to meet was it the fact I mentioned a kmart keyboard???? ""doesn't work well with mac mini m1 bought this set to replace kmart keyboard and plugin HP mouse. The mouse is useless, it jumps around the screen unpredictably, the keyboard is laggy and doesn't respond as well as my $10 kmart bluetooth keyboard that is on it's last legs.""
Outstanding Customer Service
I purchased a Samsung QLED 55 inch TV from Harvey Norman Morayfield. I had difficulty with the TV for a number of reasons and it was certainly not the TV I needed to satisfy my needs. I called HN and spoke to one of the salesman, Andrew, telling him about my problems. He put me on hold for a minute and then came back and said I should bring the TV back for an exchange. I brought it back and while waiting for Andrew, another salesman, Josh, asked whether he could help me. He gave me the rundown on an LG TV which suited my needs perfectly. ...I ended up buying the LG and Andrew then did the computer work and I ended up receiving the full refund for the Samsung even though they could no longer sell it as a new TV. The customer service from Andrew and Josh was outstanding and I recommend, if you need a new TV, go to HN Morayfield and you will be well looked after.
After years of loyalty, never again
I have been a loyal customer of Harvey Norman for at least 15 years and have bought furniture, appliances including multiple microwaves, fridges, ovens, kettles, range hoods…including everything for a townhouse development I have just completed.
Yesterday I purchased 2 monitors and an Apple TV box. Got home and had a call from HN - wrong box. Had to go all the way back to change it.
The monitors didn’t fit my desk. Very few choices to change to that were a reasonable option. No refunds allowed. Went back again today at the nominated time afte...
Samsung Galaxy 3 Smart Watch
I needed some help with my Samsung tablet settings, a tablet which I bought in a Telstra store. I was instead referred to the nearest Samsung store (Thanks Telstra!), which turned out to be Harvey Norman. Well, Telstra sent me straight into the lion's den! H.N. fixed my issue alright but gullible me walked out of there with a super crappy deal on the Samsung Galaxy 3 Smart Watch. Those charming salespeople convinced me that I got myself a really good deal, taking a "generous $200 off and with an 'attractive' package deal with Optus" (they act a...s an Optus dealer), in order to run the watch effectively with a fall detection option. (You guessed it; I have been young for a very very long time!) I am usually super cautious with instant purchases, preferring to check things out on the net and compare prices first. In this instance, I did it last and got a bad surprise! The watch had a price tag of $799, as I said with a 'generous' $200 off. The trouble was that the same watch sells for $347.99 at Kogan (cheapest, when comparing with the more reputable companies, you may get it even cheaper). When I rang Samsung, they explained that I didn't necessarily need to connect the watch to an internet provider, I could choose a trusted person who would be sent an alarm, in case of a fall. I reversed the sale the next day and cancelled my Optus contract. How is that for being taken for a ride?! My head is still spinning! The issue is now with the Telecommunications Ombudsman and things are not looking good. I thought that I customers have a "purchase cooling off period"; apparently that is not necessarily so! Groan!
Disgusting customer service Horrible owners
After purchasing a new pc and printer I also paid for my old pc to get cleared, updated, and fixed all went well till pick up when the serviceman tripped and smashed my computer to pieces in front of me. Then I had to deal with Greedy horrible Harvey Norman Nowra computer section owner. He proceeded to offer me a used computer from his photo lab which had been decommissioned due to renovation and upgrade. After much debate back and forth he basically said like it or lump it, so I accepted his offer hoping it was in good faith, the first mistake.... We asked for some kind of in-store warranty the answer was no. To cut a long story short after turning it on twice and this was also during covid lockdown it blew up. I took it back to Harvey Norman Nowra it was assessed and if I was told if I wanted it repaired the owner said I would have to pay for the part the shipping and the repair. I have purchased a lot from this store and a lot from the computer section of this store I will never shop there again!
- Retail Stores - Electronics
Refused to provide a refund for a falsely advertised item
My partner bought me a digital photo frame as a Christmas present. Come to find that the frame doesn't read USB flash drives over 64Gb, which was not stated anywhere on the product. Harvey Norman (HN) refused to offer a refund. Their claim was because there was nothing wrong with the product in their view, they could not send it back to the manufacturer, and because they had no box for it they couldn't resell it either.
My partner bought from HN specifically for the convenience of being able to sort out issues such as these in person, as oppos...ed to dealing with online retailers with offshore customer service centres and postages, which were cheaper. But having gone through this experience we have no incentive to go back to HN -- we'll just buy online for cheaper and receive the same (if not better) customer service. You would expect a bricks and mortar retailer with stiff online competition to take a small loss in order to keep a customer, prevent them from posting negative reviews on the internet and prevent them from sharing their experience with friends and family. In the long run, this experience will cost them far more than what the photo frame was worth not only in terms of money but reputation as well. Wrong way to do business in today's world!
HP Envy Laptop & Product Care - Beware All
Bought a HP Envy Laptop 14 months ago with Product Care.
Whole base of keyboard bowed that snapped the hinges.. clearly something difficult to do.
Product Care knocked back the claim saying this was from being dropped..really - how can I possibly bend the steel !!! Looking at HP reviews - heaps of issue around heat. (of course denied by Product care !)
Dont waste your mopney with this laptop or purchasing product care ... what a joke, just looking to reject a claim on a 2k laptop. Having purchased a significant amount of goods from this store for home & buisness - diabolical customer service
Surface Pro Cover
Don't attempt to return anything or you maybe labelled a liar! Unbelievable. I tried and was told that I must bring in all my equipment to prove that what I was saying was accurate. Never I have ever felt such criticism from a store. Never I have ever felt the need to pen a review due to such poor behaviour and customer service. You can be sure I will be taking my custom elsewhere. I would urge others to do likewise as you only know the level of service when things go sideways and you need to return to receive a replacement or store credit.
Difficult to deal with and a returns policy that is just ridiculous!
Recently I made a computer keyboard purchase, simple WFH keyboard and it was only 1 week old.
I went into store to get a refund, the gentleman in the tech area 'tested' it by bashing the keys a few times and pairing it to their in-store laptop. I advised him a key didn't work but he kept bashing that specific key until it worked. Then said, this is general wear and tear, no refund.
I was unhappy as I knew it wasn't a long term solution, so I asked for a refund. He refused and said no way, there is nothing wrong, albeit he bashed the keyboard ...
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