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Harvey Norman / purchase of a lounge with scheduled delivery to be cancelled the day prior and informed our purchsed item had been sold to another customer

1 Darwin, Northern Territory, Australia

Good morning,

We placed a deposit of $200 on the Allendale Lounge 3.5 on 9/6/18 in the Darwin branch. We were informed that the suite would be on site mid July and that we were then required to come into the store to pay the reminder of the balance and arrange delivery.
We received a call at the end of July/beginning of August to be advised the suite had been delivered to the store.

We asked the Harvey Norman employee if we could store the lounge in the warehouse until we were ready as the lounge had come in later than expected, we had visitors and financially we needed some time before we could pay off the remainder. We agreed an estimated time of late October / early November. We were assured this was fine and the employee stated they understood the situation.

On the 16/9/18 we visited the store and inquired about the suite, to be advised it was still in the warehouse and ready for us whenever we were ready. We decided to pay the remainder of the balance and arrange delivery. The total cost of the lounge was $1, 755 plus $70 delivery. Delivery was scheduled for 2 weeks later on 29/9/18 in the morning.
Invoice number 2437186 states the delivery date and full payment.

Between the 16/9/18 and 29/9/18 we sold our current sofa in preparation for the new lounge to be delivered.

The day before scheduled delivery we received a phone call advising that our purchased lounge had in fact been sold to another customer. The employee did not apologise for the situation and implied that the error had occurred as we had initially requested a November delivery and there was a note on the item in the warehouse stating this.
We explained that we had visited the store on the 16/9/18, paid the full balance and arranged delivery. The employee advised the item had been sold sometime between our full payment and delivery date. We were given three options; Harvey Normans could re order the same product and the lounge would be delivered mid November, we could come in and choose something else or we could be refunded in full.
No apology was given and no ownership was taken for the error.

We were very disappointed in this. This has unfortunately put us under financial strain as we have been forced to buy a second hand sofa while deciding what to do. We have had visitors staying and therefore this has lead to undue pressure.

I look forward to your response.

Thank you
Giulio Carbonari

Oct 13, 2018

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