Harvey Norman - Preston, Vic. (Furniture Division) review: Poor customer service and poor quality control

On the 12/12/23 we purchased an outdoor dining setting. Invoice number; 2708115. Transaction: 7455170 from H.N. Whilst my wife had to make a 130km round trip to see the setting (the Balwyn Nth address you have on your system was outdated), the purchase process was smooth and delivery was organised for a few days later. Delivery was smooth with good service from the delivery team.

Unpacked product next day for assembly to find numerous faults and damage points. Contacted H. N to be told a 'Warranty' Claim would take six weeks (Approx) to settle. Supplied photo's and much detail, also explaining this was no warranty claim, it was damaged goods prior to set-up. No obvious fault of delivery team. No replacement product available.

We sought a refund and pick-up of product. Again delay of weeks for settlement stated. My wife insisted firmly but politely with credit department that this wasn't good enough. Was hung up on by the credit officer! Was however called back and granted a refund immediately but had to make another 130km round trip to verify identity. Painful but we did it.

On the 30/12 I watched from 10-15m away as my wife dealt with the furniture 'manager' by the name of Mr A. Mr A had two sales assistants nearby 'learning' it would seem.

There ensued a masterclass of poor customer service, lack of any empathy or apology, explanation or otherwise all done by him in a raised voice with a cockiness designed to impress staff without regard to the paying customer in front of them who had been let down.

I founded and run a company of over a 1,000 employees and I would be horrified and would act if I saw any of my managers teach employees with that poor example! Horrific.

When the transaction was completed he then asked if there was anything else and then walked off, head held high. My wife and I left the store shellshocked and disgusted!

I come from an era where Harvey Norman put customer service first and it still features as a key commitment throughout your corporate documentation online. From my understanding H. N receives customer satisfaction ratings that are very low these days. This is another example. So very disappointing.