Harvey Norman Fortitude Valley

I Brought the headset (Bose NC 700) along with 4 year Product care but after going home while testing I noticed that the microphone did not work as expected and had an intermittent noise-cancelling and call quality issue; while browsing online I noticed that many people had a similar issue and most of them were due to the faulty product. After all suggested troubleshooting steps online from Bose, I went back to the store for a REPLACEMENT and was very disappointed with the service that I received for a premium product with 4-year product care which was literally was not even 24 hours old.
I would like to add while I was at HV one of the customers had queries for the same product which HN team was unable to answer as it was too technical for them and since I had the knowledge about it I assisted the Customer with their representative's permission following which the customer brought the product along with 4 year product on my recommendation (can be confirmed by Katie)

When I went there for replacement first I was told by one of the reps (An Indonesian guy with long hair) that I needed to contact Bose directly (when I mentioned that I brought 4 year product care, he replied “it will be applicable after the warranty”) finally when I adamantly refused he then called his manager named Abraham; Abraham came and told me that they would need to contact Bose first and then inform me about the procedure for testing and replacement for a faulty headset which hardly was 24 hr old I also offered to show exactly what the issue is but he was least interested. Since I had to travel overseas for work on 6th Dec I further requested the manager to at least give me a tentative date for resolution which again was denied rudely stating that its only me who had this issue and many other customers never complained (so now my faulty item policy should be based on other customers? Since when did Harvey Norman started to have this sort of unethical practice?). The manager sounded overly rude and difficult with no value for me as customer and my work which greatly rely on a good quality headset which was not even 24 hr old.
Why on earth HN stock a product on which they cannot service the customer with a definitive or even tentative time frame. I am sure Harvey Norman runs a business and such terms and conditions are agreed between Harvey Norman and Vendor, this case Bose, I as a customer don't need to know
And to me it is ridiculous that a faulty product which is not even 24 hours old is not replaced or refunded. I was not even given a tentative timeline even though I helped one of their customers who brought the product and product care on my recommendation. I don't deserve to be repeatedly called at the store and waste my precious time for a faulty product less than 24 hr old.
Next day Manager (Abhram) called me and said, he has done the paperwork and Bose will call me. After some time, I got a call from BOSE, they confirmed that if the product is within 30days then reseller this case HN needed to SWAP the product or give a full refund with no questions asked, they also mentioned that I as a customer did not needed to be involved as paper work via customer would take 15 days for the replacement and via store it will be instant. They further suggested me to go to a different HN and get the product replaced as they too were very disappointed and surprised to know how HN deals with their customers. BOSE confirmed that if I had any issue with the replacement with a different store, the store can contact BOSE directly and they would guide them through with the replacement. I went to Oxley store and the product was replaced within 10 min with EXCELLENT customer service.

Clearly it is this store which has SUPER LOW customer service, which made it extremely difficult for me as a customer to have a pleasant buying experience.

I would like to add that Katie who first initially served me was extremely polite to talk to. This store needs more people like Katie.

I hope Harvey Norman takes appropriate steps to improve the customer service at this store

Dishonest shop, pushing products and extra services on you, after sale you are nothing to them, no support, no nothing, avoid

Terrible service. Didn't have the item in stock. We have to order and pay for it ahead of time, it didn't arrive after a week, after contacting them for an update, we then had to travel to another Harvey Norman store to collect the item!

Really good online service.

Over chat asked for price match and lady other side did it in 5 mins.no dramas.

Purchased product and happy.

Went here on the basis that they had advertised a 1Tb hard drive for $59 but none were in stock. The Sales Assistant advised that they hadn't received their shipment yet and would get theirs next week. He couldn't answer when I asked him if they would honour the advertised price. Groan - what a wasted trip.

Great staff who are very helpful. Gave us advice good advice on whiteware and extended warranties. The branch also has a great selection for a inner city location.

Friendly and efficient service from Paul, who sold us a fridge and washing machine. Service afterwards was good too - left a message for Paul with a fellow staff member and the phone call was returned promptly. Items were delivered when stated and both are going great. Would definitely purchase from this store again.

It’s two different stories when they try to sell you products vs when you are in need of their after sale service. 1 star for a relentless salesman and its repercussion.
The aftersale lady saying “it’s impossible that their salesman promised that” is just about the same as me saying “I got health problems using this product. ” Both seemed impossible, neither can be proved on-site, but both happened.
It’s the oldest trick in the book I know. Paid to learn this lesson so that I don’t end up buying more expensive appliances from here.

A really good selection of home appliances, furniture, computer consumables. Staff are always helpful, willing to price match. I often return.

Avoid this store at all cost and only purchase here at your own peril. Completely unprofessional, dectiful and a complete bunch of liars who are only too willing to take your money and promise anything to make a sale.
Stay well clear particularly of the TV section within this store. They promise one thing when selling you the product, but when it comes to any issues or problems you may have they try and give you the runaround or excuses, and try and quote you the law, despite your rights under consumer law (ACCC) which they clearly do not understand or have any true legal understanding of.

Salespersons in particular Abraam and Simon will accuse the customer of lying. In particular Abraam will openly engage in loud, intimidating and aggressive behaviour in front of all and any other customers that may be present in the store at store at time. (During this 45 minute engagement i noticed a number of potential customers leave the store i can't blame them, NOT a good look Harvey Norman who so prides itself on customer service and quality.
During my engagement with Simon and in particular Abraam, he accused me of lying and not knowing the law, (by the way i have been a lawyer for the past 25 years and have specialised in this particular area of law). He quoted "he knew more about the law than myself and that i should just go away". What an ignorant and arrogant berk he was.

Maybe Harvey Norman you need to take these individuals aside and retrain them in both customer service and to also make them aware of the law if they so decide to try and quote this to other potential customers. "

As a business leader within my own professional and the community i intend to STRONGLY discourage at all costs any and all clients and business contacts to have no further dealings with with this particular store.

I ask this Harvey Norman, was it really worth all this hassle over a $350 TV that stopped working after just 5 weeks. I will leave that up to your judgement.

I bought galaxy 10+ today. Jordan who was seller was so kind and perpectly explaining about the information. I was thankful for Jordan. I would like to visit buying something next time.

Terrible, rude staff and service, bought a TV and was basically told to go away. Didn't want to know about any of my problems. Spent over $2000 dollars on a TV. What a disgusting company and staff.
PLEASE stay away from this store.

I always get fantastic service here, sometimes you have to wait a few minutes, but it is worth the wait, thanks all

It has the basics at the reasonable prices. Would recommend doing some research as there is a lot of competition and they price match very well.
Staff here are rather knowledgeable about the main sales feature and difference.

I called today to check an order I had put aside was still there, the woman on the other end of the phone was so polite and helpful, when she saw it wasn't there she organized it straight away, when I came in she personally handed me my items, extremely impressed with the friendliness and genuine care I received today!

Got My new indoor HD TV antenna today. Good service & a great price. The salesman was very helpful.

Large range of products from, Samsung, Apple, Canon, Sony for Speakers, Mobile Phones, Computers, Laptops, Headphones and lots more, they will sometimes price match, some of helpful staff but can be busy at times. Extended Warranty and delivery options available or you can also purchase from there website which has most items that they have in store.

Great service and always willing to price match but always looking to upsell easy to park a car.

Andrew helped me pick out a replacement computer, was friendly and knowledgeable.
Shannon was polite and efficient even with a line piling up behind me.
Would come back:)

Exemplary service by a young man, Matt who worked with me over weeks to get the best deals for my kitchen appliances. His product knowledge was impressive. When I had the need to return a faulty product he and the team went out of their way to be helpful. Extremely impressed and grateful. Thanks Matt!