Would give 0 stars if the option was there
I ordered an item that was required for a work event. Shipping estimate was 6-10 days which left plenty of time for the item to arrive prior to the event. The event got closer, no product arrived. I contacted HN via online chat. Was told the item was on its way. Was assured I would be contacted with a tracking number...which never arrived. I then contacted the Dropship co-ordinator (responsible for shipping) was told again that my order was on its way and that I would be contacted with a tracking number...which again, never came. With one day u...ntil the event, I called HN Dropship dept. again to find out what was happening, only to find out that my order hadn't been shipped and that they couldn't guarantee next day delivery so I chose to cancel the order and source the item elsewhere. Was assured (again) that I would be contacted by a manager, that my item was cancelled and that I would be given a refund. Surprise surprise, no one contacted me ...and the product arrived 3 days after the event ended, and I have not been refunded. The item is useless to me now! So now I have the hassle of having to return the item, on top of having to pay extra charges to get an alternative item delivered at short notice. to add salt into the wound, I just received a computer generated feedback email, asking how they did....LIKE THEY CARE! This is honestly the worst customer service experience I have ever had the unfortunate luck of being involved with. In a world where businesses need to be online savvy because that's where the shoppers are going... Harvey Norman online is failing dismally.
Delivery times understated
Advised 2 to 4 days delivery now out to 8 days. Amazon offered same item at same price no delivery charge and next day delivery. So next time I buy something online it will be through amazon because it appears that Australian companies don't want your business.
The item I ordered has taken 5 days to get from Brisbane to Sydney and I live in Newcastle so the item has gone past me to come back to me??? Why so long
Excuses, avoidance, just terrible
If u order online and want to collect it at highpoint, itll be difficult. Order boxing day 2019, waited for a month so I chatted with the online chats person, he said it was available for pickup even tho I didnt receive an order confirmation but whatever. Went to the store, told them our issue, which this white dude served us initially, but he asked another person to come, which is a small asian lady, who also called another person, the manager, which is a dark skin dude. (describing that way is to be wary, especially the manager and asian lady...). They said no stock left apart from the display?? Manager said theyll call us later. Wait for a wk, nothing. Emailed - nothing. Called a wk or 2 later, said that theyll write an enquiry and theyll call. Guess what, nothing. I emailed including compliants on the lack of response on phone and email and that ill file a complaint for fair trading. 2 months after the boxing day order and nothing, went to the store again. That day we were served by the same white guy and he was useless so he called that asian lady over, who said that they order was already picked up. We said no. She also called the same manager and they "Went to have a look". They dont remember us btw. We waited so long for 1-2hrs, that the white dude asked us to sit in the furniture section next door. Not even 5 mins I get up and go and wait there again. (my mum was w me and when I went from the furniture that time to the tech counter again, she was telling someone the situiation in her language and said shell call the police.) I see her talking to the cashier worker casually and the manager either talking to a worker or a customer. Anyways, she spots me, after awhile got out the laptop and keyboard we ordered and said in a timidly sorry about that. The order must of gotten mixed up. She said the manager quit suddenly, which is nonsense. Told her we came a month ago and they said theyd call us back. She said oh the manager quit at that time. I pointed to the manager across the room, saying 'that manager' and she said no not that manager. Said to her that u were serving me that time a month ago. She said that she was on her lunch break and that the cashier was serving me. I was like no u were serving me including that manager and that I remember u and that u wouldnt remember me. She said oh u probaby didnt say ur name (um why would u ask for order and not have name confirmed). I was like yeah I did say it. She said oh ur name is common (which is true so many peeps have this last name but why would a person w exact same first and last name pick up this specific microsft laptop.) I told her that wouldnt they would have to show the order confirmation and she nonsenses again idk. Idk if the excuses were planned or not but they were crap. Anyways we evenually got the items. And shes says sowwy sowwy as if she was innocent. Shouldve checked the reviews sooner. I have some thoughts bout the situation. I feel like one of the staff might have wanted to keep it hence oh dear cant find it. They probs wanted us gone so they can do whatever to the items idk. When we waited they probs were talking bout what to do, maybe about how to find cover up w excuses, or just wait for is to leave and act as per normal.
No product, no money, no information
I tried to buy a laptop online with a credit card. Harvey Norman rejected processing the order via e-mail without clear explanation, but deducted the full price from my card. I'm keep trying to contact their online security team via e-mail (they have no phone number or any other way to contact), no answer.
What I don't have:
- The product I ordered
- My money
- Any information about what is happening
- Chance to buy the laptop somewhere else as they kept my money
What I have:
- Bad customer experience
- Verified customer
Worst Customer Service Experience Ever
Ordered a cooktop online expecting it to be delivered to my home as stated on website.
They did not send by freighter instead delivering into the hands of that most useless of delivery options - Australia Post. With item now in transit in Post Office decided to lodge complaint - chat was rude and hung-up after answering their own questions not mine.
Took 3 emails over several days to get a response so that I could lodge a written complaint via email. They set up a case via customer portal which refused to accept my logon details. They were advised twice that I could not access case but was ignored.
Still waiting for cooktop - still waiting for access to lodge detailed complaint.
- Verified customer
Worst online shopping experience ever !!!
i Order a speaker for a Xmas gift for a friend .. after placing my order using PayPal they sent an email saying ‘ after careful review my order would not be accepted , so I tried again using MasterCard ... again it was not accepted so I sent money so my friend could purchase in store .. after my friend had purchased the item I received an email saying my order was ready for pickup .. then I noticed they took the money from both my PayPal and my MasterCard .. I was able to get PayPal to refund my money right away but 2 moths later I am still wa...iting for my MasterCard credit ..now they are telling me the item was picked up and I know it wasn’t by anyone on my end .. Very curious to know why : after requesting a refund since day one it took them 2 months to say it was picked up ..each time I msg it takes Days to weeks to receive a reply ..
- Verified customer
A complete shambles! No customer service and the product get refunded!
I ordered an outdoor 4pce furniture package online... it is now 3-4 weeks overdue and I can’t get an answer as to when I can expect it to turn up. As with all the other reviews my online queries go unanswered and there are no phone numbers to contact them on. If you get sick of being stonewalled and go in to a bricks and mortar store they say ‘we can’t help you as Harvey Norman online is a completely different business and we have nothing to do with it.’ This is so incredibly frustrating! I just either want my outdoor furniture or a refund, it ...shouldn’t be that hard. Never ever again will I deal with this company. I would rather pay more and go to a company that is honest and professional! I can’t even get hold of someone to give me a refund! Deplorable company.
No backup from harvey norman when buying online
Have spent thousands with Harvey Norman over the years in store with no problems at all.
We wanted to replace 2 shower heads in our bathrooms, googled the items and found Harvey Norman had what we wanted. Unfortunately the Port Macquarie NSW store does not have a bathroom section so we ordered online. The delivery was good, however one of the shower heads was faulty. We sent an email stating the problem and received a reply that someone would look into it. Days later received an email asking which store I had purchased from. I replied that I h...
Horrendous customer service and 10weeks til product arrival!!
I ordered a bucket and spade in December and never heard anything about its arrival til I contacted them. After days of no response they tell me calmly its due to be received in MARCH the following year. 10weeks after purchase. This is a disgusting money grab when the product is clearly out of stock. Refund took 19days after another complaint email was sent! Terrible.
Absolutely Disgusting Service
Never received the item. Ordering is easy. Ordered a Zendure Power Bank with Harvey Norman Online. Website stated "5 to 10 days shipping guaranteed". It is now almost 4 weeks. Tried to contact Harvey Norman and it takes them over ten to twelve days to answer. This is terrible. I needed the item in two weeks for work and the shipping as stated on the site should have been 10 DAYS as stated. Harvey Norman - if you do not have an item in stock then TAKE IT OFF YOUR WEBSITE! Stop taking people's money and expect to wait when your "trusted partners" don't have the item in stock either. I'm complaining to Fair Trade, Queensland. Communications on the ordering and update process have practically been non-existent. More to come later.
- Verified customer
My PC totally died last weekend and I urgently needed a quick replacement. Scouring the net, I found a suitable one in stock at a local Harvey Norman store. Thinking I could order on line and collect that afternoon (a Sunday) I made a PayPal purchase. I received a reply that my order was being reviewed and it would take up to 24 hours. OK, so I checked with the store that item was indeed in stock and they put it aside for me. No communication on Monday from HN online other than auto acknowledging a query from me that they would reply "usually w...ithin 48 hrs". Traveled the 50 km to store on Tuesday with a staff member saying they could fix it all up while I am there. Remember I had paid for my goods, had a PayPal receipt with me and the store had the goods. The staff member was unable to progress the matter and I was told it would be another 12 hours. Wasted trip. Two subsequent enquiries to HN online, exploring cancellation and indicating raising a dispute with PayPal produced two more auto 48 hour replies. Come Wednesday PM and in a heightened state of frustration, I spoke to the department manager who was sympathetic and capable. He put a "rocket up" HN online to immediate effect and goods were picked up. Take aways: 1. Silly me for not reading up on HN online on "Product Review" before hand 2. I should have called the shop and gone straight down to pay for, and receive the goods. Unacceptable for both business and customer that the good store staff at Harvey Norman are crippled by such poor support from the on-line HN. They badly need to sort their online business out fast.
My online order was never delivered
My niece wanted a Google Home Mini for her birthday so i decided to order one from Harvey Norman.
I received a notification saying that the product had been shipped and a few days later i received a notification from Australia Post saying that the product had been delivered but my niece never got it.
I contacted the online help department (Customer First) and never received any response back from them. I have sent another email to Customer First, but, i don't expect much help from them. I definitely wont be buying anything from Harvey Norman again.
Because there wasn't an option for zero stars
bought item, couldn't login, couldn't change password due to system error, couldn't login even with facebook because their system is flawed, still haven't got my item 20 days on and they still can't tell me when. customer service is a joke. AVOID the frustration and shop elsewhere. HN you're a disgrace to shopping
- Verified customer
Horrible people, horrible service!
Nightmare. Wasted 4 weeks of my time. Then they make huge mistake with my order, accidentally cancel it, and then when i tried to rectify it I was told it's my fault. Never experienced such dismissive, aggravated and defensive customer service. Steer clear!
Online order placed with Harvey norman and then cancelled next day by the company. Money still deducted from credit card and it took 3 weeks of unanswered calls and online inquiries before I made a complaint through fair trading in relation to this company. Money only returned after contact was made by Fair Trading representative. Make your own mind up about this company but after my experience I won't go near them again.
Excellent Communication, Very Happy!
I purchased a Camera through the Harvey Norman Online store on 28/12/2019. I did a lot of research into different stores and decided to go with Harvey Norman Online because they had the best deal and I have always had a great experience with my local Harvey Norman store.
My local store didn't have the camera in stock so I ordered online but chose to pick it up from the store rather than get it delivered. Right after the confirmation email, I received another email saying that it was on backorder which was fair enough because the store didn't ...have it in stock. Over the next few days, I read some reviews on this website and it did make me a bit worried about my order which was over $1000. So two days after I placed the order I contacted Harvey Norman Online over messenger just enquiring how long the order would take because it was on backorder. I didn't receive a reply that day but the next day I received a phone call from my local store who explained that they were trying to source the camera from another store because they were out of stock and the suppliers were closed due to the holidays and said she expected to have it in by the following Thursday. The following Tuesday (07/01/20) I received another call from them saying that it was ready to pick up, I was away at this point, so I asked if one of my family members could pick it up which they allowed. Overall, I was pretty impressed with the communication, I didn't contact my local store directly so I'm assuming they were told by the online store that I had made an enquire. I did have to wait to get my order but I did expect that because it was out of stock. I will say I'm glad that I chose to pick it up through my local store because they were super helpful.
Wouldn't of purchased if I knew you use Fastway Couriers
I purchased a DSLR camera recently. Online ordering was simple. Item is great.....BUT
Harvey Norman, I'm sure you are making enough money to use a more reputable courier company than Fastway Couriers. I call them Dodgyway Couriers. They are a headache to deal! Along with being so unreliable, they are liars! They lie constantly to your customers! Harvey Norman, give your customers a better buying experience all the way. Don't stop at just checkout, and then leave your customers to deal with the constant headaches dealing with this dodgy c...
Terrible,worst online service
I received (picked up from store)my order partially. BUT
i have not received 3x SanDisk Cruzer Blade USB 2.0 32GB Flash Drive
since 24/12/2019. It has been over a month.
There is no communication,no update ,nothing !!!!!!!
I went to Broadmeadows (Vic )store to find out what is happening.
Answer is (as always the same) no stock!!!
Even if there is no stock, at least !!!! respect costumer and give some information about it...
Wish I had seen these reviews prior to my purchase with Harvey Norman Online.
Purchased Windows 10 Home Digital from Harvey Norman Online. What a mistake, and what a horrible company to deal with online. Forwarded me the wrong download for my purchase. So I followed their "Customer Support Online Procedure" to advise them what they had forwarded me. After waiting the designated 48 hours for a response, I contacted their Customer Support Online again. After waiting for over a week I called their Head Office. So I waited on the the phone for nearly half an hour only for put through to the Finance Department. Why, I don't ...know. So I had to leave a message in the hope that someone would call me back and that that person could assist me. Finally I received a return phone call, advised them that they had forwarded me the wrong download. Then they proceeded to advise me that I could go online a chat with Harvey Norman Online and that they would guide me to where I can find the download on the web. ARE YOU KIDDING ME! All you need to do is forward me the correct download link. After 15 minutes of back and forth discussion whilst this person checked with the Online Department, they forwarded me an email with the correct download link. All this because I tried to save $25.00, should have purchased direct from Microsoft. Morale of the story, the price is long forgotten, but the quality of service is long remembered. My advice, Read the reviews first and don't deal with Harvey Norman Online.
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Questions & Answers
I purchased Bose headphones online a couple of weeks ago never opened, I want to swap them for Sony WH1000XM3 due to better codec for bluetooth connectivity. Is this possible. If so can I exchange in store
Am I able to purchase an air conditioner with installation included from Harvey Norman though I am a pensioner.
I can pay a deposit on the day.
why do you continue to support the despicable alan jones with your advt $$$$? will never step foot in a HN store again so long as you support him.
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