Pathetic customer service from Harvey Norman and Big River arrogance!
Paid $10,000 to get the "best" engineered spotted gum timber floor. We wanted the floor to have the look and feel of real solid timber and found that in 'Big River New Generation' Spotted Gum. The floors looked absolutely fantastic and the installer did an excellent job. HOWEVER, after about 12 months linear bubbles started to appear everywhere, it started to look like skin pealing when you have been in the sun for too long. The Harvey Norman flooring Proprietor from Balgowlah came to have a look and agreed it is not acceptable and will get Big River to repair under warranty. We were very clear that we do not want the whole floor resurfaced and they agreed that will not be done. They did the repairs whilst I was overseas. On my return I found a disgusting looking floor, they have resurfaced the whole floor with a "plastic" feeling coating and trapped dirt, hair, etc everywhere. The floor now looks dull and looks and feel like plastic, there are scuff marks, blemishes and trapped dirt everywhere, it looks absolutely disgusting and far worst that the problem they were supposed to fix! The HN Proprietor agreed and brought the BR MD to come and see. Then the whole situation changed, the BR MD treated us like garbage and stated he did us a "favour" to resurface the floor as the warranty does not cover it! According to him the peeling is normal and acceptable! We now have a $10k floor which we do not want and both HN and BR ignores us. The HN Proprietor executed a repair job we did no want or ask for, he did not do what we requested and now ignores us.
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