Harvey Norman The Flooring Specialist Questions & Answers

Smartstrand used a video of a ToughMudder race with finalists trudging soil all over a white carpet, only to be cleaned on the video and claims of CANNOT be stained. external link  In the ToughMudder video you hear claims from Mowhawk's representative - "no match for Smartstrand forever clean which was easily restored to its ORIGINAL BEAUTY"

Other claims " SmartStrand is an easy to clean carpet that stays clean. Durable, STAIN PROOF, soft and comfortable". Mohawk Flooring

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Then there is the Rhino and later the Zoo challenge... Say no more beyond this is absolute misrepresentation.

We have a family of 5 and the marks from every day walking across are not removable How can they claim with visual representation that zoo animals cannot mark it? The SmartStrand carpet we bought based on these claims, looked like it was tired marked and old and in need of replacing within 8 months.

PLUS the Harvey Norman flooring sales team refused to accept and tried to shift blame to anything else, except acknowledging that the Mohawk carpet simply make and made untrue and false claims.

Harvey Norman could have done the only right and honourable thing (at NO cost to them as they'd pass it back to manufacturer), by saying it is NOT fit for the purpose and does not live up to the claims made of it and we'll refund or replace. They did neither.

We purchased for 4 rooms including a large lounge solely due to absolute assurances from the sales people that the “un-stainable” claims made were true.

1. The Smartstrand carpet purchase, was the worst decision we have ever made. And sadly, we cannot afford to replace it yet, and still have the worst carpet decision reminding us daily.

2. The second worst decision was where we bought from as a result of the after service. After literally a couple of months we wanted the disgusting carpets replaced after we'd had them cleaned and they remained with discolouration stains, were just dismissed and we were told we needed to engage a different carpet cleaning service.. which we did AT OUR ADDITIONAL COST - and even then the Harvey Norman referred carpet cleaner said it was poor quality carpet and the marks wouldn’t come out.

NB - Apart from anything else, if the carpet is claimed to be "the easiest to clean carpet on the planet" and is "un-stainable due to its scientifically proven nano-technology" - why is a special carpet cleaner required

Totally insulting untrue claims, ACCC should take action against all misleading and false claims.

So my question is can we request our deposit and cancel order there is nowhere on the invoice that says we cannot

Hi Ivy I have no knowledge of this brand. Just know if you go with a product that does not live up too it's longevity, general wear and tear. You have consumer rights under the ACCC. If I was in your position I would ask HN staff to give you a couple of reviews. You can also use choice!!!!

I have novocore in my house. Its terrible its scratches so easily and looks so bad after a while, we tried to get it replaced but the Novocore rep said we damaged it on purpose which is just stupid who would damage their own floor, but that gives you an idea on how bad it looks. STAY AWAY

Thank you Margaret for your feedback - much appreciate.

Avoid Novocore. We agonised over our vinyl planking product/supplier and made a grave error choosing this product. Despite slab levelling and achieving tolerances within manufacturers requirements, this product sounds drummy to walk on. The length of the plank is too long to create a firm hug to the floor. We have had it re-laid (after even more levelling) and the issue has merely transferred to other areas. The manufacturer is absent in the entire rectification process. It will not be long before this product is discontinued - watch this space.

Yes, it is.

I purchased Harvey Norman's Novocore vinyl flooring for my new house. It has been a nightmare from day one, with expansion, scratching easily and has a dreadful scuffed appearance. It has definitely been the worst flooring I have ever purchased. The installer has been sent back several times to adjust and rectify, but it is dreadful. It will now cost me several thousand dollars to replace this flooring, plus the hassle of moving furniture etc. I have bought many things from Harvey Norman in the past, but I will never buy anything else from them and would advise others to be careful. Once they have your money, they are not interested in hearing any complaints. Jean

Nigel I am now in the same boat - we have installed a commercial floor also and not cannot get our COO as the flooring is not compliant Did you receive any answers that could help us? Thanks so much - Patricia

I have Novocore hybrid flooring and it isn't scratch resistant as promised. Now I have deep scratches from newly installed dishwasher and I want to repair kit if available.

Mohawk Smartstrand has tested and approved the SEBO X4 with its adjustable rotating brush roller height for their carpets to effectively remove the maximum amount of dirt. The SEBO X4 upright vacuum cleaner's onboard computer identifies the flooring type and changes the brush height to suit the carpet nap, raising or lowering the brush automatically for optimum cleaning. Using the X4 on your new, soft Mohawk SmartStrand carpet will ensure that they stay beautiful longer, while providing essential carpet care.

Can't answer your question as we did not get the product you refer to.

Make sure your layer leaves plenty of expansion room.

Hi Rose,

Thank you for your enquiry. Please kindly provide your details via inbox and our Harvey Norman Flooring team will contact you directly.

Kind regards,

Harvey Norman Flooring team

I purchased smartstrand carpet from Harvey Norman in Corio (Melbourne Vic). They were awesome. They gave me large samples of three different shades of the colour I was looking at. Plus as many small squares of any colour I

wanted to test it. I put those squares through the ringer. Beetroot, red cordial tea/coffee, milk. You name it. It passed every test.

Now, I’ve had it four maybe 5 years.

You will need to test your vacuum cleaner on it. Because that’s the only problem with smartstrand - getting a vacuum that works on it. At the time I purchased it they were giving away a Bosch Pet care vacuum if you purchased about $5k worth of carpet. It went over it but it’s not great. That Bosh is $799. Pay the extra hundred and

get the Sebo upright Automatic X4. $899. I’ve just bought one. It really works on smartstrand.

You might be able to work out a deal if you’re buying carpet and a vacuum.

We hope you were able to get your installation completed. If you did choose Mohawk Smartstrand.... They have tested and approved the SEBO X4 with its adjustable rotating brush roller height for their carpets to effectively remove the maximum amount of dirt.

The SEBO X4 upright vacuum cleaner's onboard computer identifies the flooring type and changes the brush height to suit the carpet nap, raising or lowering the brush automatically for optimum cleaning. Using the X4 on your new carpet will ensure that they stay beautiful longer, while providing essential carpet care.

Hi Steven, Allure requires the subfloor to be flat an even, with a maximum allowable subfloor variation of 3mm over a 2 metre expanse. The amount of self levelling compound required is dependent on the condition of the subfloor and the quantity needed to meet the condition above.

I would like to know as well I have 85 sq metre of it. Even a baby's bottle dropped on it chips it. It's only 3 months old and I think it will need to be replace within one year. Very sad of the quality as I was told it was hard wearing and one of the best on the market. That is so untrue.

Hi MHN

Can we ask what gaps you are referring to? Are you referring to actual gap between the boards when joining together, or the gap between the placement of short side joins in the floor? We look forward to your response. Thank you.

Yes, we can arrange professional installation on all flooring including Vinyl and Carpet.