Harvey Norman Everton Park

Purchased a $6000 Beautyrest Versailles King mattress on 23 Oct 2022.
My Wife and I are Veterans. I suffer chronic pain. I thought I would finally purchase a quality mattress.
Almost immediately the mattress warped out of shape, formed significant sleep depressions and the corners collapsed.
The head of the mattress had to be propped up with rolled towels after only several months. Warranty was submitted on 31 Aug 2023. Numerous pics of mattress had to be sent through for the warranty process (including a straight piece of material [broom handle] laid across the bed) and pics of our brand new king base. We were then notified we will be charged for pick up and delivery of the mattress if deemed dirty and charged for cleaning. Mattress collected by a third party courier. Bed folded almost in half as it was launched into the truck (I have video but for privacy reasons I cant show. Courier was not happy I filmed the collection and challenged me). Result of warranty:
- side tape repair; and
- pillow top replaced.

Harvey Norman reached out post warranty (Matthew King). Matt organised to meet at my house so he could see the post warranty condition of mattress. Waited all day and Matthew didn’t show. Got a call several weeks later to close case. Matthew had left Harvey Norman.
No further assistance provided.
Yes I asked for a full refund and /or replacement.

Does this mattress look like a ‘premium’ mattress? I should have bought a sleeping duck every two years and saved a whole lot of money.

I would be pushing to get $100 on FB marketplace selling this garbage.

I hope this comes across your desk Mr Harvey.

Please see attached pics. Please don’t buy any mattresses affiliated with Beautyrest. Please read your warranty.

Power cable was missing from pc box, after driving to the store and back (again), I started up my pc only to find they hadn’t logged out of the retail account. Biggest fvckaround, go to uMart.

Shonkiest business ever!

Two very bad experiences. Purchased an extended warranty on an Apple Watch. Was told because it’s less than $400 they’ll just replace it as their technician has more important things to do. Fast forward a few months, watch will not connect to phone and they will not fix or replace.

Second experience. Was told they were checking my optus account for a better option. WAs dishonesty dealt with. Walked out but discovered later, less days, no home phone, no fetch tv, no international calls and under contract. His name is Josh, steer clear of this guy

Go to another store, these guys sadly hide behind 'being a franchise' however don't want to deal with returns on faulty products. ACCC have been contacted.

Do you love going to get your laptop set up correctly after it wasn’t the first time then being told that it should be an easy hour long fix then finishing up 4 hours later, and throughout the set up having some random woman bag you out for buying a ‘crappy’ laptop and her proceeding to pick it up and feel the weight of your OWN computer without you even giving her permission to do so?
If so HARVEY NORMAN EVERTON PARK IS THE PLACE FOR YOU!

Staff were more interested in talking to other staff members about their weekends. I ended up leaving and going to JB HI FI who had better service

Do not purchase the extended warranty, it’s not worth it. Terrible company and Harvey Norman are not interested.

I would give minus 10 star if I could, it was not the first time I had terrible experience with this store but now I never again shop with harvey norman and it will keep happening if you don't train your sales staff to be nice with customers because including them you all exist because of customers

Wife Paid for delivery and assembly of new bed and removal of old broken bed delivery driver refused to do it had awful attitude said no time and no space in truck. Bed delivered on a day when assembler not available so that was first mistake then when assembly guy called he said he does not dispose of old beds and was not told Kevin sales guy at HN no idea he misled us as he said assembly guy would take old bed
We usually buy from HN Valley so 1st time with EP store - avoid this store

Ordered a tv early January, was told that tv was not in stock and consequently had to wait a few weeks (so far so good) and that a phone call will be made to let me know when tv was back in stock at store. Had been waiting so long that I checked for availability for tv online at that store… it WAS in stock! Went to the store to arrange for delivery. (Clearly someone didn’t do their job cause I was supposed to be notified when tv was back in stock but it never happened).
Was told the delivery and removal of old appliance was gonna be made today! Because I had not received a phone call to arrange a time for delivery I called the store to have an update. I was told the delivery I paid for was never arranged. I asked for it to be arranged I was told I was being unreasonable as delivery on the day couldn’t be asked for. I pointed out I arranged the delivery a week prior and clearly once again someone did not do their work properly!

It appear that even the manager thinks that nothing went wrong, job was done properly and that due to covid I should understand that “life goes on! ”

I’m a strong believer I’ve paid for a service! The service should be done! Even in the case covid happened to delay delivery I SHOULD have received a phone call, an email or even just a text notifying me of the delay, and not hanging around in my house to wait for a delivery that was never gonna come!

The manager also told me I had no right to be angry at the TWO screw-ups of his team.

They would not take any accountability for the errors and blamed customer!

Well done Harvey Norman! Well done!

Never have I received such poor service in my life. Trying to purchase a washing machine ‘helped’ by Tony in appliances and electronics left me upset and angry by his disinterest in serving customers and rudeness in his manner. I was told by Tony ‘what part of out of stock don’t you understand’ when I was trying to offer solutions to find what I was looking for through the Harvey Norman network. Hey Tony - what part of ‘Customer Service’ don’t you understand?
If this is Harvey Normans idea of customer service, I will gladly spend my money elsewhere!

I went in store to check out their coffee pod machines. I wanted to spend around $100 on a coffee pod machine.
Kym, steered me towards the Nespresso machines. I told her I didn't want to spend that much on a coffee pod machine.she told me they had a Cash Back offer and Nespresso offered money off on your first coffee pod order. I was talked into purchasing an extra 2 year Warranty, as well.
Due to technical glitches, it took awhile to register my machine and get the money off added to my account.
I had spoken to many Nespresso representatives, but when I spoke to the last person and asked about the Cash Back, I was told they didn't offer it on the machine I purchased.
I contacted Harvey Norman Everton Park to ask about the lies I was told, they said: it was too late to do anything about it. I didn't even receive a 'sorry'.
I certainly would not have spent $200 on a small coffee pod machine.
BAD FORM HARVEY NORMAN EVERTON PARK!

Bad product lines that constantly fail before warranty expiry and horribly managed supply chains will be the bane of Harvey Norman Everton Park's prospects.

I have had the worst customer experience ever with any company the past month dealing with Harvey Norman. I purchased a laptop in 2020 which began having faults with the fan. The laptop was under warranty still and I had After Product Care for 4 years as insurance as well. I am a full time university student and also a streamer and musician, so having access to a functioning laptop is crucial. I was quoted a one week time for getting the repair done and the laptop repaired.

Instead, I experienced a month long screw around causing me significant stress in my final trimester of uni before graduating and loss of productivity. Some staff members like Jo were absolutely wonderful to deal with and clearly trying to do their best, however I was literally informed by the head office that they weren't even allowed to discuss potential resolutions or remedies to the problems and delays with me until 14 business days had passed, despite being guaranteed 1 week. I waited a month and the repair wasn't resolved, and due to needing crucial data I decided to have the job canceled - the process had taken so long that the warranty also expired during this time. No loaner laptops were made available to me in the mean time as apparently they all were already out with other customers (which seems like perhap device failures with Harvey Norman's products are common for there not to be enough loan laptops?) A replacement laptop was offered but that doesn't bring me my priceless data. My after product care was eventually refunded as I decided to cancel it due to the horrific customer experience I was receiving, but only after quite a bit of refusal at first (and then leaving a really cheap remark from Simon about being, 'for purpose of good will, ' on the receipt they wanted me to sign which I found a little belittling and insulting).

Then to top it all off, my external hard drive also purchased from Harvey Norman failed immediately upon the return of the laptop so all the backed up data that I had has also been lost and I've lost about 400-500GB of personal data, files, twitch VODs etc. They also refused to compensate me with data recovery when their external hard drive that should not reasonably have failed within less than a year of purchase (they have 3 year warranties) failed, despite knowing full well the potential risk for damages that this was putting me under.

The staff members (usually) have tried to talk nicely and clearly are under stress so I do believe the floor staff are at least trying, but the quality of service has just been appalling and their head office and manufacturers of products just can't be trusted. Don't purchase computer supplies from Harvey Norman. I certainly never will be in future.

Horrible experience in the store! I went to try to buy the latest Samsung washer and the person which attending us was very impolite! He looked at us strangely and then scold us. I have not idea but was terrible! Finally we decide call directly to Customer service Samsung for more info about the product that we re looking for.

Worst customer service. Lost my smartwatch charger twice. Made me come back 4 times. Completely incompetent, never buying anything from Harvey norman again

I am disabled. Nikki Hallinan runs disabled transactions. Disability discrimination is when a person with a disability is treated less favourably than a person without the disability in the same or similar circumstances.

We fear personal repercussions for raising my rights! How fair is that? We stood out ground. Legally.

They have been in our house so many times, messing up the implementation of smart lights.

I’ve tried to communicate to no avail. Now we live in fear.

Harvey Norman have also forgotten or dishonoured agreement to have another 10 smart bulbs ordered, to fix the $1000 Lamp they broke, both the fixture and the fittings. I wish I had never called Nikki. The quality of our lives has diminished because we didn’t get what we ordered that didn’t fix what they broke. They are a big corporation. I am disabled and unable to help myself. Why is a big corporate able to do this to disabled people in this day and age?

Many visits to my home to put several smart lightbulbs into lamps, to enable safe movement. To get to the toilet etc. The person from Everton Park who installed the bulb broke my bedside lamp and the fitting. This was witnessed by two adults and of course the Harvey Norman employee, who left the next week. Nikki says prove it! She clearly does not understand that exploitation of the disabled is these days. We are protected by the United Nations Human Rights, freedom from exploitation and abuse. Means nothing to them. I gave plenty of opportunities to fix. Nothing.

The worst customer service in my considerable experience especially given my massive corporate spend over 20 years of loyalty to Harvey Norman. Staff described this branch a mess. It’s worse than a mess.

Having had so many people from Everton Park in the apartment. I don’t feel very safe. That’s not fair. We feel unsafe and very very worried. Life is hard enough.

I had to wait about half a hour to be served by there customer service people while i watched them all just chatting to each otheror just on there phones, then when i did get severed by a person in a different section. I was informed that the product i wanted wasnt there until late Feb, after the day before was told they were in stock. It was a very poor experience

Terrible experiance this morning off to Aspley to spend our money. Shame Everton Park you all work on commission I know its no fun having to work boxing day i have been there done it but i did it with a smile gave 100% to my customer service skills. It costs nothing. No smile, no eye contact, negative and off hand - suggest get a new job!

Took 8 months to rectify my phone plan they signed me to! Frustrating for me, they're like 'go see optus we can't fix our mistake '. Thanks guys

Terrible customer service at the kitchen department, once they have your money they don’t want to know you