Great product but appalling installation job!
We couldn’t fault Harvey Norman sales team at Moorabbin for our laminate floors . However the contractors they use left our home in an unbelievable mess . We have had floors done in several other properties and it’s always part of the contract of sale to tidy up . Our home was covered in saw dust from cutting the boards . Piles of off cut pieces were strewn throughout our home . The balcony where they used the electric saw to cut the product was inches high in dust ! When we were finally finished after many hours of unexpected cleaning , the finished product actually transformed our home . We simply wouldn’t use Harvey Norman again unless they change contractors !!
Terrible after sales service
They were quick to take my money & arrange installation, but the layers did a bit if a shoddy job. I gave feedback & asked for a resolution.
Couple of vague emails back n forward.
No resolution. I had to keep chasing them up & still no service.
I'm left with old blue carpet sticking out on top of my lovely silver carpet.
After sales service appalling
Pre-sales service enthusiastic and helpful, however installation was sub-par and despite numerous complaints over the phone, by email and in person I’m still waiting for the problem to be resolved.
New underlay not installed (until I complained)
I don't want to get him in trouble BUT I believe our installer tried to avoid installing our new underlay, possibly thinking we would never know. When I walked past the rooms that were getting new carpet (replacing smelly old carpet), I could see the new carpet sitting on top of underlay which didn't look new (with a slightly yellowed surface and old paper tape). But I wasn't 100% sure - it was exactly the same brand as the new underlay that we'd ordered (Harvey Norman Cirrus) and it wasn't easy to detect that it wasn't new. So I went outside t...o the installer's van and saw there were several rolls of new underlay inside the van. Also there was no old underlay in the rubbish pile, just old carpet. So I reminded the installer that we have paid for new underlay. He said he was going to ask if we wanted it changed, but why would he ask that when we had ordered and paid for new underlay?? So I insisted that the new underlay be installed. Well I kept checking back and could see it wasn't being done. So I said that I want to see the floor boards before he lays the new underlay. Still I could see it wasn't happening so I stood there for a while and watched him do it. Thankfully it was all changed and I'm happy now. But please be warned that this can happen. Do not trust your installer, make sure your new underlay is installed. I will upload a photo to show how the new and old underlays look identical, so it's easy to be fooled. The only differences are (a) the old underlay was taped where it joins another piece whereas the new underlay wasn't taped anywhere and (b) the new underlay is date stamped.
Ten year warranty on carpet
I was very disappointed with the service after I purchased a whole house of carpet which was replacing a cheap carpet I was not happy with. In light of that I asked lots of questions and ended up buying a carpet with a ten year wear warranty to avoid having any problems. At the point of sale it was all good and I had purchased quite a few products from other HN stores without an issue. After just under 5 years my carpet was quite worn anywhere you regularly walked, I am very clean and there was only two of us living in the house so not heaps of...traffic on carpet! I really believed if I contacted the store something would be done. Someone was sent out from the manufacturer and it was so obvious to me it was just a token visit and nothing would be done. Then to make matters even worse they told me the carpet just needed to be cleaned and then somehow it would magically not look worn. When I spoke to the manager of the store to relay my unhappiness, he told me I should have bought a more expensive carpet instead of that one. Unfortunately not a good experience and that store will never see me again
Do not buy the cheaper carpet
I guess you get what you pay for but... You'd expect a carpet to hold it's color for more than a year and any slight spills of food or drink bring out an impossible to remove stain. The sub-contracted carpet layer did a shoddy job in the out of sight areas eg behind the open doors. Do not buy the less expensive carpet from Harvey Norman. I think they source their carpet from third world countries that use cheap dye.
Harvey Norman Taylors Lakes very dissappointing Customer Service
I used Harvey Norman to recarpet my 3 rooms. No problems. Then I purchased a Wooden floor cleaner with a special mop for $100. I realised that I didnt need this item . I and took it back within 5 days to return it in its box with the seal unopended . I was told that there was no way I could get a refund. The manager was very insistent that even his mother would not get a refund if she brought a product back in. I was very disappointed with the way I was treated as I had given them a lot of business & I felt that I deserved a bit of consideration in this case as the item was not even opened . I was not told at the time of purchase that I would not be given a refund or a credit if I returned the product.
Harvey Norman Liverpool
We purchased laminate flooring and carpet from HN Liverpool back in 2016. Product is good, but our experience with the laminate flooring installers was the worst experience we have had in our life with trades people. Unprofessional, rude and disrespectful. Unless they have changed installers, I wouldn't use them. As great as the product is, would i choose to purchase if i could make the decision again, no.
- Harvey Norman The Flooring Specialist
- Verified customer
SmartStrand forever clean carpet
Absolute worst carpet .... bought the carpet from Harvey Norman 12 months ago and it is the worst carpet I have ever had ... we have 2 adults and a cat residing in our house ... spot stains I followed directions supplied with carpet as to how to clean ... waste of time and they were only minor stains. I had to have the carpet professionally cleaned this month .. steam cleaned ... still doesn't look clean .... as for vacuuming it is soooo difficult as can't move back and forth over carpet .... can only vacuum in one direction and that is towards you .... Do not even attempt to put this carpet brand in your home!!!!!!!!
Salesperson was good but shoppers need honesty when purchasing carpet ... we trust them to be the experts.
- Harvey Norman The Flooring Specialist
- Verified customer
Avoid H N to save disappointment
H N Mandurah were paid in full 20 days in advance and install date and time was recorded on my receipt by the salesman. Time comes no fitter - ring up - fitter has gone pick something up then to another job. Not what the fitter said when he eventually came. No attempt was made to give me advance warning so my whole day was wasted and I had to make rapid arrangements to change my plans due to lack of customer service, incompetence and ineptitude. So, then he says I was on holiday abroad last week and I'm not up to speed yet, but this is Friday and he still hasn't got a clue, so just avoid this lot and spare yourself the lies and feeble excuses for providing a dreadfully unreliable service.
- Harvey Norman The Flooring Specialist
- Verified customer
Terrible service Malaga flooring
Bought $6k worth of carpet from The Malaga store. Everything was great till installation day. Terrible, terrible service from then onwards. Carpet was Installed fully 7 days later, even though I was told it is a day and a half job. Still waiting for the area under the stairs to be done as promised. No answer on emails or messages left. No apology or compensation for time wasted over several days waiting for the installers when they don't pitch up on time or sometimes not at all. My advice, buy your carpet here and get someone else to install it.
Below par job
Had carpet layed in three bedrooms. Carpet layer cut edges too short and so the carpet is not nailed in. Sloppy workmanship.
TimberMax product - already scuffed and scratched!
We were told we'd get the 'best installer in WA' on the case... The installer rang me to check a few details and reiterated his reputation... Then with no warning we were assigned a different installer with no notice or explanation. However the installer we had was lovely and did do a good job - even though Harvey Norman didn't supply him with enough floorboards, so it was delayed. Far more concerning than this - the salesman had assured us TimberMax was a very hardy product and resistant to marks and scratches - better than bamboo for this. A ...week after installation we started noticing the marks - and now it's got a few big scratches and marks in it. We have been very careful and protected furniture legs etc - yet with careful to normal wear and tear, it's already scratched and scuffed! Very disappointed as the new flooring was a significant investment, one we obviously thought would last for many years. TimberMax is not a hardy product, it won't resist even the lightest of impacts - go for a different product (different company, maybe!) and save yourself the upset and hassle.
Ordered Sep 16 carpet and flooring to be installed 2 wks before Christmas (am a shift worker so had to figure in days off) We checked in with HN and pay the final amt due only to find out we were not on the books for installation. This was after we had moved everything out of the rooms in preparation. After lots of phone calls, we agreed on the following week. The floor installer arrived under the understanding it was 2 rooms to be installed. Wrong. It was 3 rooms. The poor floor installer after a few phone calls to HN was able to lay th...e flooring in 3 rooms although was not able to complete the trim. He came back a couple of days later to do this. The floor installer worked very hard and was great. The next day the carpet arrived to be installed. The installer was not good. We had an argument over who's job it was to put down the trim to join the carpet and floor. More phone calls to HN. The floor installer completed it a couple of days later. The carpet was laid in 3 hrs and they left. We then realized the strips used to hold the carpet still had the nails sticking straight up . Very dangerous. More phone calls to carpet layer/HN. Were told by carpet installer to just take a hammer and hammer them down. Not likely . They were back to do it right. We spent a lot of time on phone calls causing stress that should have not happened. This whole experience, from the manager of HN flooring dept to the carpet layers has convinced me, I will Not be dealing with them any time soon
harvey norman erina
I purchased carpet and lino. The carpet was high quality and installed perfectly by very polite and respectful harvey norman carpet installers. The kitchen lino that was installed WAS NOT what i purchased. It was different installers from the carpet, and these men were very rude and disrepectful and when i contacted harvey norman erina on a number of times requesting replacement as it was there mistake, i was met by disrepectful staff refusing to acknowledge there mistake. I am now left with lino i do not like that i paid a hefty price for
No after service back up
Had floor (viny planks ) done. Wonderful job at first but then what they used between floor and wall all broke apart leaving gaps. Also, planks moved leaving gaps in our floor. Had them out and they agreed there was a problem and agreed to fix . This never happened! After service is crap!
Warning! Your vacuum cleaner may not be Suitable for Smart Strand carpet from Harvey Norman.
We replaced our carpet with Silk Trends Smart Strand carpet from Harvey Norman recently.
When we went to vacuum it using our ducted vac system, with Wessel turbo head, the turbo brush stopped spinning as soon as it made contact with the carpet.
I next tried a deluxe Wessel combination head but this just stuck to the carpet like glue and could not be moved, forwards or backwards, on the carpet. Opening the relief valve on the handle to reduce suction made very little difference.
The problem is that this kind of carpet is so dense that it alm...
Price doesn't include any levelling
Be careful. Harvey Norman was cheaper than other contractors but did not bring our attention to the fact that they did no levelling. Ours was an install in an existing old apartment and when the layer arrived he refused to start because the floor was not level. We had assumed that a floor installer would level the floor. We then had to pay another contractor to level the floor.
I waited for 1 hour to be served and when I actually got served the person told me that they would have to get someone else as it is not their section.
frustrated is a understatement
Allure Locking flooring a bad experience
We bought Allure Locking flooring from Harvey Norman Moonah, Tas at xmas time last year. Told to watch video on-line to learn how to lay the tiles. Good video, explains how to do the job. T moulding as recommended in video not available in Aust, Tapping block not available in Aust. Once you get the hang of it, the laying of the tiles is not too bad. Problems we found were after laying the floor. Looks really good when laid. If you have to cut a tile the white strip is very unstable, even handling the tile you have to be very careful of the whit...e strip end. It falls out easily and once it does it is hard to replace. Even if you do replace it the tiles will not lock together as they are supposed to, so a complete tile is wasted, unless you can use it somewhere else. We ended up with lots of wasted tiles, simply because the white strip was unusable. I would never use it on a floor that is not perfectly level and very solid as normal foot traffic results in the locked tiles coming apart, so you end up with gaps all over the place. Even with masonite put down on our timber floor as an underlay, the gaps still appear. If your home gets cold or hot the tiles will expand or shrink, resulting in more gaps.The floor also scratches easily. It was sold to us as a tough flooring, not so. We bought this flooring thinking we were getting a quality product and that is not the case. The price they charge is exorbitant. If it was as they advertised it would be worth it, but we are very disappointed with this purchase. Rating for this flooring would be 5 out of 10.
Questions & Answers
Hello i got neptune essential flooring laid and the quad or beading they put around the floor is pine timber that you put for windows outdoor ,not for floors it looks cheap and nasty
Does smart strand carpet really come with a life time warranty? ?? Lots of un happy people. ...
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.
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
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.
We ordered carpet recently however said that we were months away from installing. We initially asked for our deposit back because of incorrect measuring on our part and a price hike however came to an agreement. We picked a colour for purchase sake however now when asking we are told the carpet is ordered and we can't change the colour despite us saying we were months away and may change the colour????
We have paid a large deposit but not sure what to do as we know it will be a case of 'can't change your mind'...not sure why carpet needed to be ordered prior to use 100 percent confirming
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