The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Harvey Normanfaulty matress / poor customer service

In december 2010 i purchased a city plush queen size mattress from the harvey norman store in coffs harbour nsw, i bought the mattress for $1100. At first the mattress seemed quite comfortable however after about 3 weeks i seemed to be experiencing a more than usual sinking / sagging feeling on the bed . I put the mattress on the floor and even tried another base but this didn't make any difference . I complained to the store and was then referred to sleep-maker to make an additional complaint . It is now mid january i have received a complaint form which i filled in and sent off, the mattress was then picked up from my home and taken for assessment . It is now February i have not received a call or message to inform me of what the assessment outcome is, i then called sleep maker and was told that my mattress was faulty and they had replaced the top layer, i then proceeded to tell the woman on the phone that i didn't want the repaired mattress and i should have been informed that it was faulty first, the woman then proceeded to tell me to take this up with the harvey norman store, i then called the store and was treated rudely and was told that he would see what he could do . It is now march i still haven't heard anything, i don't have a mattress and i'm becoming a little impatient, so i called once again and this time was told that he (the salesman) was conversing with sleep maker to get a refund from them . It is now mid march and finally the salesman has made contact with me " we have your refund available but you will have come in the afternoon or call the store to see if there is enough money in the till, i asked for the money to be transferred into my account and was told this was not an option, so i have called in twice to the store one afternoon was told not enough cash was available so i requested a cheque, yes that is not a problem i will post the cheque tomorrow, a week has gone by, i am back at harvey norman it is now march 28th i was told the cheque was sent on friday . I am still waiting for the cheque and i am appalled at the customer service from the harvey norman store coffs harbour, regards penny kyburz

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