Oh, I know how you feel. I had a complaint with Harvey Normam Loganholm, Queensland on 21 January 2011. I took the faulty telephone product back to the store. The staff just argued and argued and argued the toss. They tested the phone between 2 rooms and they said it worked fine. My reason for the return was simply the phone did not work in my home on my landline when I called automated numbers. Harvey Norman staff said I should complain to Telstra about the phone line. I wasn't doing that. Nothing wrong with the phone line. Its been perfect for 10 years. The staff kept arguing and refusing to help. They did not call for supervisors or manager, yet tried to accuse me of lying because I offered to buy a better moer expensive phone from their store. They said we do not do exchanges or refunds if you don't like the product. Well, that was red rag to a bull after the 10 minutes argument. I of course hit the roof and yelled at the guy stating my case. I did not threaten him or the store. I did not touch him. I just yelled stating the phone would not work in my home that I had lived in it for 10 years and had several phones and computers working without any problem at all.
Eventually some other Harvey Norman guy turns up. No smile, no hand held out introducing himself saying "Hi I am the store owner, Mr. so n so. Please can I be of assistance here to sort out any problem?" No. none of the polite stuff, lets calm the situation down and work things out over a $75- Telstra phone.
No, the guy just turned to his staff "Give the customer his money back immediately. A full refund! and you get out of my store" "You dont yell at my staff. I get you a refund and dont you ever come back to this store!" The guy never introduced himself, never apologised for any difficulty and clearly did not want me to shop in Harvey Norman again. Yes, I got the refund. Yes, I did explain I wanted a better phone and was to prepared to pay extra for it. No, he just scowled, never smiled once or offered any help or wanted to listen to my side. He was a much shorter guy and he wanted to do all the talking. Telling me off like a headmaster to a naughty schoolboy.
Well, I asked the guy for his name, because he never offered it. I asked for his card. He gave it and it said franchisee. And I can assure you I will NEVER EVER shop at any Harvey Norman store ever again, neither will my family or my kids, my grandkids, my friends and neighbours and anyone else who doesn't support the attrocious retail attitude. I mean the guy did not even offer to swap the phone over for one that did work. If this is the quality and standard of their service, to argue and argue with a customer till he snaps, then fob him off without listening to the customer's problem and helping him out, then I will spend my money elsewhere. In fact straight after my wife and I went to Myers and bought a phone there.