Epic Fail by Harvey Norman Fortitude Valley. This is Masterclass of What Not To Do I made a click and collect purchase through Harvey Norman Fortitude Valley and confirmed the availability of stock. One hour and 45 minutes later, I attended the store to collect my order. Upon arrival, I was informed by a staff member that a “team meeting” had taken precedence and my order had not been picked. After waiting an additional 25 minutes in store, only part of my order was available. That is right, Harvey Norman is actively selling stock they do not actually have. I made it clear to staff that the remainder of the order would need to be posted. Today, I received a call informing me that not only is there still a balance of the order to fulfil, but I would also be expected to pay for shipping; this despite the error being entirely theirs. I raised this with the staff member and the store manager, I was simply told again about the shipping fee, with zero ownership or customer care. This is not a minor service slip. This is a complete failure of basic order fulfilment, inventory management and customer service. Harvey Norman, your systems are broken, your communication is appalling, and your customer experience is utterly unacceptable. I will be lodging a formal complaint with ACCC. You are knowingly advertising and selling products that are not in stock, failing to fulfil orders, and then trying to shift the cost of rectifying your mistake back onto the customer. Harvey Norman, you need to do better. This is a textbook example of how to lose a customer for life.