To Harvey Norman, Your services are APPALLING!! I purchased a modular lounge from your Liverpool store EARLY DECEMBER due to arrive late January to early February because of the Xmas festivities, which was fine. HOWEVER, come mid-February, nobody had contacted me. I had to contact THEM to ask where on earth my lounge was, and was only told then that there had been a delay and that it should be arriving into their store on THURSDAY. Fair enough, these things happen, but where was the communication? STRIKE ONE. Thursday comes and goes, and not a word from them, until again, I had to call THEM on Tuesday to see if indeed my lounge did come in. What do you know, it did, but nobody mentioned it or did anything about it. It was just sitting there collecting dust in their warehouse * EYEBALL ROLL * I asked the receptionist when I can have it delivered, to which she replied Oh, hang on, its set up for delivery next Tuesday already. WHAT?? How can you set up a delivery without 1. Telling me that you actually have the lounge in your warehouse and 2. Contacting me to arrange a day for delivery so that someone can be home to receive it?? STRIKE TWO. Ok..Since its ALREADY THREE WEEKS LATE, can I have it delivered before this weekend please? To which she replied No. Sorry our delivery driver only goes out that way on Tuesdays- they cant do it any other day. STRIKE THREE. Talk about stressful! What kind of service is this? I got frustrated, so she transferred me to her direct manager who gave me the same sob story, oh no, dear! Theres just no way our delivery driver can get out to that area any other day! Theres just no way! It was only until I pushed ALL the issues mentioned above and told her that they need to PRIORITISE, that she finally decided to take it to her next in-charge with no promises for an earlier delivery. To her credit she called back the same day and said it will definitely be delivered FRIDAY. But lo and behold, my partner got a call two days later saying, hang on a minute, theres been a stuff up, your lounge will be delivered NEXT TUESDAY, NOT FRIDAY. STRIKE FOUR. EXCUSE ME??! We were LIVID and ready to just forget about the lounge all together. So I gave them a call, and was told, hang on a minute, theres been a miscommunication, and the lounge should still be delivered this Friday. Talk about unnecessary frustration!! So I asked the guy how payment works, and it turns out they tacked on an extra $60 charge for delivery outside of normal schedule without telling me at any point up until now. ARE YOU SERIOUS??! After all this commotion, they were going to charge me $60 for being 3.5 weeks late instead of four weeks late?? STRIKE FIVE. So come Friday, delivery men show up, gets the lounge into our front door, but huffs and puffs about taking it upstairs as it doesnt fit through our internal staircase. The only option was to take it through the balcony, which they were hesitant to do. Fair enough, they were ill prepared for that task so we told them to keep a note that it was not delivered upstairs, because we had specifically paid for the service of upstairs delivery. At this point Harvey Norman Liverpool was closed for the day. So the next day, I called to get a refund on the upstairs service fee but was informed he would have to call the delivery men on Monday for confirmation. Ok fine. But Monday comes and goes, and again, I have to call THEM on Wednesday to chase up the refund, to which I was told I dont know anything about a refund...theres no note about it so I will have to chase it up and get back to you.. STRIKE SIX. They then called my partner and told him that the refund has been authorised and to see if we wanted to come in to the store to get it or get a cheque mailed out- just let them know, and they will organise it. I called them a couple days later and said Ill be dropping by to pick up the refund as I will be in the area. This guy has know idea what Im talking about and tells me he will find the guy who does, and call me back. It took FOUR HOURS to find the guy (STRIKE SEVEN), by which time I was no longer around the area, so I told them to just mail the cheque out to me. Two weeks later, theres still no sign of it.. STRIKE EIGHT. Thank you Harvey Norman for the memorable experience and for my increased blood pressure. I will NEVER shop at your store again. I sincerely suggest you better your customer service if you wish to retain or increase your current customers. Regards, Linda and Peter
Posted on: Mon, 24 Mar 2014 02:19:53 +0000
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