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No Customer Service to back up online purchase
Ordered a product online and realised later they provided the incorrect product code and I tried to make contact. They offer email and Chat - Chat is a nightmare, the bot takes all your details and transfers to a 'specialist' thing is the specialist never appears, tried twice over two days and gave up. Sent two emails and nothing. Cancelled and requested a refund. Never again Harvey Norman
I ordered an electric blanket on Sunday, Monday afternoon it was delivered. With COVID and slow post I thought it would take a few days. I was very surprised and greatful that it arrived in such quick time.
- Verified customer
Please the online click and collect is so bad,I brought something for $300 (I’m on a budget and I saved for these) Harvey Norman took my money then 3 hours later they send me an email saying my order has been rejected!!! I call up the taylors lakes store they told me that online security supect fraud,I’ve been using this same card for years and have never had an issue I’m absolutely disappointed no refund still and it’s been 5 days,and after speaking with a friend the same thing happened to her at Harvey Norman taylors lakes, we both came to th...e conclusion that the store didn’t have the item so they cancel your order and use the excuse fraud!! Every bad please do not do click and collect they don’t reply to emails or live chat even head office number just rings out!!!!
Terrible service and customer support
No support and still no arrival of my purchase 3 weeks post ordering. When following up on this, offered no support what so ever. Will never shop here again. Go elsewhere.
Communication is disgusting
placed order online 28th August.
It stated in stock. Contacted Harvey Norman 5 times with not even an estimate arrival time.
Chat on lone with someone and never get back to you.
Asked for a refund and they stated 48hrs and 4 days later still have not received.
I understand the wlrld situation but lack of communication is unacceptable
Don’t buy software online - just go to the store to avoid delays
Ordered software online because I needed it quickly only to receive a message from HN saying that they are doing a security check on the payment (PayPal) and that would take up to 24 hrs - today they say another 48 hrs. CRANKY!
Paid $2217. Order not accepted??!
As mentioned in the title, I made an online purchase ( $2217 ) for a television, I almost immediately was sent an email saying ‘after careful review, your order has not been accepted.’
Ok. If that’s the case, why take the money out of my account, just to then reject the purchase? As of writing this, I am still waiting for my refund and an answer as to ‘why’ my purchase was rejected? I’ve contacted them several times via email, and the abysmal chat option on their website but to no avail. Worst retailer ever.
The item took weeks to arrive.
It arrived in a tattered, broken box that was held together by sticky tape. The product felt brittle from day one.
It worked for a few days, before breaking down. I can hear something rattling inside it.
I emailed Harvey Norman about the problem. The automated reply said I would get a response within 48 hours. More than a week later, still no response.
I then requested a call back online. Missed the call. They did not leave a return number and said they would call back instead. They never called.
Worst online shopping experience In years
The Online store is very messy and congested not to mention very slow and inconvenient. I purchased a new laptop and paid only to get a notification a fedd we’d days later telling me there’s a wait on the product because it was sold out....... I asked for a refund as I wasn’t willing to wait and found the same one somewhere else. it literally took them weeks to refund my money. Never again
Worst online purchase experience I have ever had
My online order was supposed to take a couple of days, once this time had passed and they were unable to tell me how much longer it would be, I asked for a refund, which they said would take 24 to 48 hours to process. I contacted them around 7 times over 3 weeks, each time they were very slow to respond and simply said a refund is being processed. I finally raised an issue through PayPal and after 4 weeks finally got a refund.
- Verified customer
Harvey Norman is a robber
I bought PowerTrain Adjustable Dumbbell Pair 20kg. These are the cheapest and unsafe dumbells I have ever seen in my life. It has been only 1 Day I received the product. I was busy at work. Today on Friday evening I opened the package and put everything in my room. When I finished my work I took the dumbells out of the weight I wanted to do, the front weight plate was down of one set while the second dumbbell was ok. I saw that the two plastic strip which holds that plates one of them is broken which means the first plate can not be fitted. The...second Dumbell set has one of the sliding strip bent. Luckily, I didn't lift the dumbbell, it could have broken my feet or leg. So both of the sets are faulty. Please see attached images for detail. No support nothing. Harvey Norman online has zero Support, I am chasing them from 8 days now. I feel so bad that I spent 800 dollars and these are sitting in front of my eyes every day. No phone number, only Facebook and Whatsapp Support Channels. Someone will reply to you once and then disappear and will reply after 5 hours. I am going to take this matter to ACCC, Consumers Affairs, and possibly to VCAT too. I am told them someone will contact me and refund me the money but the wait is never over. I am still waiting. They told me that they are waiting for the supplier.
The Livemor massage chairs are faulty and Harvey Norman is not contacting us for a refund despite numerous attempts via email, live chat and phone. No customer service, they are quick to take your money, chair delivered within 3 days now we need assistance we can't get it. Taking this matter to consumer affairs. DO NOT BUY FROM HARVEY NORMAN.
Click and collect... one day Sunday
Bought items- online shopping. No problem. They took my money. No problem. Sent email- available to collect. No problem. Go to collect.......... expect to wait a bit cos other people turn up to collect their ovens in a hatch back. But the guys in Penrith a very polite. Busy but professional.
- Verified customer
Cashing in on the name, no actual reliability or after-sales service
Gerry Harvey's disdain for online shopping (and online shoppers) is nowhere more evident than in his own online division.
Harvey Norman's "Online Marketplace" is integrated into their website and is who you're buying from when you buy items labelled "online only". These items are fulfilled by third-party suppliers, with HN acting as the middleman - they take your order and payment then pass these on to the supplier to send out your item, essentially like a drop-shipper or a reseller. Besides the name there's no actual backing of this enterpris...e by Harvey Norman corporate or any physical store - this branch is owned by an "independent franchisee" I am informed, and has no other relationship to the HN brand. If you have a problem with an item there's no phone number to call - your contact options are chatting with a scripted 'Customer First' representative who cannot answer anything but the most rudimentary enquiry(and often leaves you hanging), submitting a request via a web form (no email address for direct contact is provided either) or 'requesting a callback' - which, if it comes, will have the person insisting you need to write out the details of your issue (even if you've already done so) and then promising they will contact the supplier to see what they can do...never to be heard from again. Don't bother asking to speak to a real person/manager or getting such a person's phone number or email address so you can contact them directly - they don't give out that sort of 'personal information'. All in all, after purchasing a $2000 item which has developed problems within 2 weeks I feel I've been abandoned and left to fend for myself, with no-one at "Harvey Norman" (it's not really them) caring one iota. It's just another way for this company to cash in on its name, make some more profit and then leave customers high and dry. While the HN stores themselves are not exactly stellar examples of excellent customer service (just check their reviews), at least at a store you can go in or call and speak to a real person - even that avenue of recourse is taken away when you deal with HN's Online Marketplace, and as such they're no better than any other dodgy anonymous website with no actual business or contact details given - and much worse than many other online businesses who truly obviously value their customers and provide exemplary customer service, who are out there (with glowing reviews to prove it). Extremely disappointed and don't want others to fall into this trap of believing they're dealing with a reputable and transparent Australian company, which clearly they're not, despite the name.
Very poor customer service
I purchased a kids kitchen for my grand daughters birthday this was delivered promptly when it was unpacked we discovered one of the taps were broken I was really disappointed and emailed straight away to get this fixed. I have now sent approximately 6 emails and have had no response so angry after sales service is really poor just want it fixed ,this was a present.
- Verified customer
Terrible service and ridiculously slow to resolve the issue
I bought a $897 Parisi shower and when it turned up nearly 2 weeks later, it had the following problems. 1. Not in the correct box. 2. No instructions. 3. Parts were missing. 4. The delivery driver told me that they had a flood in their warehouse.. - I complained and they did replace it. That took another 8 days, holding up our bathroom renovation. Harvey Norman did not offer a discount, did not try to speed up the delivery of the replacement and spent the whole time making excuses. Emails went unanswered for days. It was shoddy and from now on, we will shop elsewhere. In the end, I did get a new shower, but no proper tax invoice and really no satisfaction. Good will is gone. Note the incorrect branding on the box.
When requesting a refund prepared to be ignored
I unpacked an outdoor bench to find the paint was transparent, the timber was splintered throughout, and the cuts and joins of the timbers had large gaps, completely structurally unsound and a hazard to sit on. I would not recommend purchasing from Harvey Norman’s online store as I am still waiting for a reply to process my refund over 4 weeks now to be ignored. Harvey Norman you are breaking the Australian Consumer Guarantee Law.
- Verified customer
Online store the worst !!
This is a complaint about Harvey Norman online! They sent me a damaged guitar now that’s fine it happens all I wanted was a refund! So I emailed them and they said they would look into it’ it’s been nearly a month and no reply! So I Facebook them same story someone will look into it. No reply. I WhatsApp them. Same story no reply! I don’t know who to turn too all I want is a refund! It’s really disheartening and frustrating! You expect this from a small store or maybe overseas but no from a name brand like Harvey Norman! Will never shop online again and warn others they will ship your item fast but if you are unlucky like and get a faulty or damaged item you will claw and fight to get a refund!
The worst online shop period.
I ordered a treadmill. Didn't come. Can't call them. They don't answer emails. Called head office. Eventually got my money back through PayPal. They have me a gift card of 100. So stupidly ordered a knife for kitchen. No knife, no email confirmation, they have happily taken my money, won't answer emails. Pathetic is the only word to describe then. So not ever use.
Shoddy products that don’t work and no customer service
I have ordered 2 products recently. 1) a webcam for schooling which didn’t work; 2) an office chair which we couldn’t put together because all the screw holes were in the wrong position. Shoddy Products. No customer service - I can’t even get anyone to return my message ( they don’t give you a phone number to call). Will never ever make another purchase from them ever again
Questions & Answers
I want tobuy a radio/clock
I was delivered a love seat today bday made - but that’s why I paid the amount I did for it.
However the table part is cracked. Can you please send me a new part?
I have ordered the wrong item and would like to return it
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