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Impossible to exchange faulty products!!!
Harvey Norman is hopeless at returns. For a faulty mouse, they made us run around to different stores for an exchange. Customer service was poor and not friendly. I was made left feeling guilty for returning a faulty product. Finally, the Harvery Norman store at Springvale exchanged it for us after a day of failed attempts.
Harvey Norman Noosa - Dreadful Refund Policy and Experience
My wife recently in good faith and following consultation by an attendant bought an expensive ($79) charger for her camera battery. It does not work as described and they have refused to refund or provide a credit. Have been a customer for over 10 years and spent thousands of dollars. Never again.
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!
I purchased a New 200 $ Navman From Harvey Norman Gold Coast,had it a week, was travelling back towards Tasmania, when it failed to turn on ,Called into Harvey Norman Coffs Harbour to exchange it , the Manager said I would need to get the Maps updated at a cost of 35 $ or they would have a look at it and a fee would be charged if they could not find a fault , I find this terrible service ,why would they not just exchange it ,The extra warranty didn’t apply ,so walked out with a faulty Navman No more Harvey Norman Products will I purchase
Very very disappointing. I picked up my daughters computer from Harvey Norman Maroochydore after leaving it with them for a health check/service. On returning home my daughter opened her screen and once she turned it on she noticed the screen was cracked. I phoned the shop and they advised me to come in and talk to the technician which I did. As soon as I got there the technician came striding out and promptly told me that they had it all recorded showing me picking up the computer and him quickly opening the laptop for me to see. I asked to se...e the footage as I couldn’t even remember him doing this and yes there it was, him opening the laptop and showing me quickly. When I tried to let him know that you can’t actually see the crack until the screen is illuminated I was laughed at and smugly told “no love I didn’t crack your screen, it was perfectly fine when you left here”. He then turned to all the staff with a smug look while they all sniggered. I was so embarrassed I walked out. So now I’m left with a $3000 laptop with a broke screen and no idea where to take it to get fixed. Instead of offering a solution they simply felt they had won. I get that I have to get if fixed but never again will I ever set foot in Harvey Norman Maroochydore ever again. Terrible terrible service.
- Retail Stores - Electronics
Worst customer service ever experienced
Salesperson gave incorrect billing information and product specifications when selling me Optus products. Response was very poor, store manager offered me no compensation at first, could not care less about my financial hardship due to poor salesperson.
Ended up offering me a free tablet case as compo once I escalated the complaint. My wife arrived to select a case as discussed. Offered me a cheap and nasty phone case which I had no choice to accept. No offer to cancel Optus plan or adjust the plan, belittled me and clearly failed to comprehend the complexity of the problems that have arisen from the salesperson’s mistakes.
Terrible store with awful customer service, AVOID AVOID AVOID!!!
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.
Customer service was terrible from the Blacktown computer franchise manager whose name is Josh.
Totally disgusted with lack of customer service at Blacktown Harvey Norman Computer Store, refused to swap over items that were not required to more appropriate items, very bad customer service
- Retail Stores - Electronics
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/
I bough a router online at harvey norman bundall.
They dont have a dedicated collection point as does the store at mermaid waters. Had to go through 2 people to get it.
As it turns out the router was not compatable with HFC nbn , so, i did an online request for a refund.
A day later an email came saying someone from the store would contact me within 48 hours,
No one did. So i call the store.
Got a very unfriendly “Jim” on the phone, told him my story, his reply was that i was wrong the router would connect with any internet, blah, blah blah. ...
POOR Customer Service a JOKE of a Care Plan... DISGUSTING
Directed at the Gepps Cross, SA store. Purchased Apple Watch, took out a product care plan for warranty as it apparently it covers all defaults, damages and software malfunction... ABSOLUTELY NOT! Does not cover damage at all, defaults are a question mark to and the sales rep told us it did... KNOW YOUR PRODUCTS! Took it back to get repaired, had to send to Apple, a fee was charged for Apple to look at it... THIS WAS NOT COMMUNICATED. Provide the facts of the care plan, communicate possibilities, don't lie to customers.
Harvey Norman Customer Service Appalling
I purchased a lifeproof phone case product for $109 because it claims it is "lifeproof" and "drop proof for 2m and under" from the Harvey Norman store in Belrose. However, after using the case for 3 weeks, I dropped my phone for the first time and the case failed to protect my phone, resulting in a $840 repair cost for my phone. I proceeded to customer service in store to claim a refund and compensation for the damages. They told me I needed to contact LifeProof to receive a refund. The LifeProof contact forms did not work and when I tried to c...all them they continued to ignore me. I then had to re-enter the store in person after 3 weeks of attempting to seek a resolution multiple times. They then called their supplier and told me I needed to fill out a new form for LifeProof as I needed to go through LifeProof Asia (which ended up being the same form I originally completed). When LifeProof then refused to give me a refund because they did not sell me the case I had to go back in store to request a refund again. This time after requesting the store owner, he claimed that he needed to go to compliance and that they want to assess the phone case and my phone to prove it is faulty which requires sending their faulty case and my physical phone off. The store manager has consistently put me through layers and layers of deferrals and has refused to refund me for the case and the damages caused. I highly recommend you NEVER purchase products from Harvey Norman as they refuse to refund/replace/compensate.
I returned a printer after being told I could if I did not open it only to be interrogated by salespeople.
After the return I almost walked out of the store but decided to look for something more suitable to my needs. As I did this I requested not to be approached by salespeople so I could make a decision for my self without being bombarded by a sales pitch, however the admin lady didn't bother to tell the salespeople this and I was immediately approached by two, one immediately after the other, it was like they were playing tag. I turned aw...
Avoid electronics department at Mascot store
I purchased a fridge and washing machine from Harvey Norman Mascot, the fridge i refunded faulty after 3 weeks and washing machine had to be replaced after 5 weeks. I purchased a fridge at Harvey Norman Gordon and I received better customer service and quality product from them. I am still awaiting partial refund, 3 months after from Harvey Norman Mascot, each time i follow up and say they will call me back, i end up calling them back and repeating the same conversation again with no outcome.
Very poor customer service. Disgusting Treatment.
Port Kennedy computer department, who I thought were pretty good, are an absolute disgrace. My parents went along to the invited VIP night on Tuesday as they needed a new printer. We’re talked in to buying the Epson Eco Tank, wish they had read Product Review first, paying over $600. Set it up on Wednesday and will not pick up the paper to print, just makes shocking grinding noises. Mum called on Thursday and was told to bring it back. Thinking great they are going to replace it, which they should have, took it back last night only for the idio...t sales person to tell them it was a great printer, he had 2 of them. Tried to get it to work and couldn’t, didn’t even know where the serial number was, Mum had to show him, then said he couldn’t replace it he had to lodge a fault with Epson first. If you haven’t heard from me by next Tuesday, call me he says to them. What a complete joke. Brand new out of the box, doesn’t work properly, less than 2 days since they bought it and they have no printer and have to wait until next week if he bothers to call. Shop with confidence they say, what a load of crap. Won’t ever be shopping there again, Consumer Affairs here we come. Disgusting.
Don't expect to be treated like a human
(A bit long, but factual)
I purchased a Sharp 1200W inverter microwave on 25/02/2019 from Harvey Norman Whyalla, unpacked and used it that evening, only to find that its performance seemed sub-par. We continued to use the microwave the next day; cooking, warming and defrosting various items, to find that we were convinced that the performance was not as it should be and the outer shell of the unit was getting unexpectedly hot (placed on flat, open counter). This decision was reached by comparing cook times with our 20yr old 1000W microwave and ...
Moore Park Staff were very rude ( including management ) , on two separate occasions ; will not back the warranty, give the Moore Park store a miss. Extended warranty , ( product care ) is a jock,,, and advised by their own tech guy , that we just go " round in circles " when claiming on warranty issues.
Absolutely No Help at All
Purchased a monitor and it packed up 3 months later. Took it back to Harvey Norman and they were no help at all, I would strongly recommend going somewhere else. Take your hard earned money and spend with a company that honours client loyalty. After 20 years and more than $20,000 spent goodbye Harvey Norman.
Do not shop with them
Sticking to facts:
Purchased a Mac book air
11 months later T key comes off
Harvey Norman tell us to come back when our product care begins and not worry about manufacturers warranty
We come back in an send it off
I get a call 2 days later saying they're sending it off
I get a call 8 days later saying that they got the dates wrong and our product care started at midnight the day we dropped it in so they have to send it to Apple
Apple send it back saying it's not covered which is untrue but that's not relevant
Harvey Norman contact me 6 days lat...
Openly Lied about product care - horrible customer service to back it up.
My in store experience this week doesn’t even deserve one star. Was the absolute worst in store experience I have ever experienced.
What should have been a simple visit, which had already been organised online with the ProductCare supplier was turned into a horrible experience. The staff member looking after us “[name removed]” was rude and openly confrontational and did not offer any solutions for our questions other then rolling his eyes.
The staff that originally sold product care with our purchase openly lied about how it worked and when...this was explained to [name removed] he simply scoffed at us, then had the nerve to try and sell us another product care like a smart person. Would not rate this store and the staff member was horrible and shouldn't be allowed to serve customers. Do not see myself visiting Harvey Norman or using their product care ever again.
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