“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.”
“Avoid Harvey Norman Online Purchases Delivered from a 3rd Party! If the item is not sold is store you cannot return the damaged or faulty item to a Harvey Norman Store. You are stuck dealing with the 3rd party with little or no way of getting the item replaced or money back. The Harvey Norman Online Team don’t respond to email except when pushed. They have been avoiding my emails and only responded when I managed to get through to them via the phone. Still getting stuffed around with the Hyundai Air Compressor I purchased over a month ago. It was Damaged during delivery and it has been a nightmare ever since. I’m at a loss how a company as Large as Harvey Norman can take an order Online with upfront payment but doesn’t take any responsibility when the item is delivered damaged. Since when is Harvey Norman exempt from Australia’s Consumer Laws.”
“⭐ 1-Star Review — Extremely Poor Customer Service & Unacceptable Delays
I sent my coffee machine in for repair under Harvey Norman’s Product Care plan. It was assessed on 17 July and marked as repaired on 25 June, yet as of 11 July, I have not received it back — and nobody can tell me where it is.
I’ve called multiple times, been on hold for over 30 minutes, only to be hung up on or told that my case is under "management lock" — with no managers ever available to speak to. I've also sent 3 written enquiries and received no response. Every attempt to follow up has been met with confusion or silence.
It’s now been weeks with zero communication, no ETA, and absolutely no accountability. The whole process has been stressful and deeply frustrating.
This is not the service you expect when you pay extra for “Product Care.” I would strongly caution anyone considering this add-on to think twice — the lack of transparency and responsiveness makes it feel like a waste of money.
If I don’t get a resolution soon, I’ll be escalating the matter to Consumer Affairs Victoria and the ACCC.”
“I purchased the ROCCO OUT 4PC LOU/DIN SETTING $1,500, expecting quality and durability. The furniture has been hardly used and was kept covered for most of its life, following all care guidelines. However, upon removing the cover recently, I was shocked to find the wicker significantly deteriorated.
I contacted customer service, only to be told the product was 3 months out of the 2-year warranty and was offered no compensation, only a link to the supplier Good living global on care guidelines for the product. For an outdoor setting at this price point, I expected far better longevity and quality. It is unacceptable that a product marketed for outdoor use has not held up even with minimal exposure and proper care.
I am extremely dissatisfied with both the product and the lack of accountability from the supplier. I would not recommend this brand to others based on my experience.”
“Your colleague Izzah was a real god sent. I bought a bed on 19 April 2025 at Harvey Norman at Sungei Kadut. She went the extra mile and served me with the greatest possible effort and dedication. She is an asset to your organisation. I was so impressed with her. Good job Izzah. A job well done. Keep up the good work. I hope your employer recognises your dedication.
Thank you Izzah and I was lucky to have met you on that day.”
“I cannot recommend Harvey Norman Drogheda highly enough! After purchasing a brand‑new TV on Saturday, I accidentally damaged it beyond repair while unpacking. I called the store fully expecting to be out of luck—perhaps a small discount or maybe take the broken TV off my hands—but what happened next completely blew me away.
Without hesitation, the team offered to replace the TV free of charge. Their generosity and willingness to help transformed what had felt like the final straw in a truly trying week into genuine relief and joy.
As a parent of a child with severe autism, recent days have been especially challenging: our son, in a wave of dysregulation over the Easter break, managed to break nearly €3,000 worth of technology—TV, laptop, computer monitors, a printer, you name it. We’ve since secured everything with anti‑tip straps, but at that moment the idea of losing another TV felt unbearable.
Harvey Norman’s kindness came at exactly the right time. They had no way of knowing how much this act of goodwill meant to our family, turning a near‑disaster into a reminder that there are still businesses who truly care.
From the courteous Customer Care (Thaks Nicola!) to the hassle‑free exchange, every step was handled with professionalism and genuine warmth. I will be singing their praises to everyone I know—and I’ll certainly be back in Drogheda whenever we need anything tech‑related. Harvey Norman, you’ve earned a customer for life!
Warmest regards,
Stephen O'Brien”
“Disappointed with Misleading Price Match Policy
I was really disappointed with my recent experience. Harvey Norman advertises that they will price match if you find a product cheaper elsewhere, but when I found my computer at a lower price and asked for a match, I was told “no” and directed to look at the terms and conditions. I find this misleading. If there are strict exclusions, they should be clearly stated upfront rather than giving the impression of a straightforward price match policy. It feels like a marketing promise that isn’t honoured in practice.”
“I had a terrible experience with Harvey Norman, particularly with their furniture department. They are selling furniture that has clearly been repaired or is problematic and passing it off as brand new. The initial customer service was all smiles when they were taking my money, but that’s where the positive experience ended.
After just 6 months, my recliner chair became lopsided, the foam on the arms flattened, and I could feel the timber. I raised a complaint and had one of their own people come to inspect it. They came back with the conclusion that there was "nothing wrong" – despite obvious defects.
Even after escalating the issue to the head office, they only redirected me back to the store where the problem started. It's clear they don’t care about their customers.
If you're considering buying anything from Harvey Norman, particularly the Thomastown store, I strongly advise against it. The whole experience has been beyond frustrating, and I’ve lost all trust in them.
Avoid at all costs.”
“I bought a bed frame (and matching chest of drawers, and a mattress) in the sale at the Blanchardstown branch the end of January. Paid roughly 70% upfront, with the remainder to be paid on delivery. Delivery was to be made at two days notice from us (we were awaiting delivery of flooring first). I rang to arrange delivery, only to be told that our bed was no longer in stock. It was definitely in stock when we paid, so we must assume they sold our bed. The agent told me that new stock would arrive mid-February and that delivery would be two or more weeks thereafter. A promised phone call from a manager didn't materialise, so I showed up in person. Miraculously, a consignment containing my order was expected the next day and delivery would be made to me two days after that. I rang today to double check the delivery arrangement, only to find out that the bed was "faulty" and they had to contact their Drogheda branch to "try" and get one from there. Despite the existence of phones, it would be the end of the week or the beginning of next week before they'd know. Surely a phone call would quickly ascertain the availability and, likewise, arrange a delivery. I've been promised a call to let me know. Could be the end of this week. Could be Monday. You'll appreciate that I'm not holding my breath.
It's very obvious that the item I bought was sold to a subsequent customer, and that the store is now stalling to save face. I think my two-star review is probably a little generous. It's unfortunate that the floor staff are left to manage the mess - no managers were available on the phone or when I arrived in person.”
“If I could choose 0 stars I would. Their online store is the worst!! Ordered a product in December. Heard nothing other than original message saying there is a delay in your order and we apologise. I finally contacted them in February only to be told “sorry that product is no longer in stock”!! They refunded my $700 but I wonder if they would have if I hadn’t contacted them.”
“Bought a coffee table from Blanchardstown store and was told to collect from the warehouse, waiting nearly an hour at the warehouse before the goods arrived. Apparently, your shop should have told me to ring warehouse in advanced.”
“Purchased a Dixie Cummings leather lounge 2 years ago from Harvey Norman. Warranty is
The warranty provided on the lounge is as follows.
5 years on the structural frame
3 years on the seat foam
1 year on all other components of the lounge which includes the leather & the electrical parts
Frame and or seat foam has collapsed - refused to cover on warranty even though not out of warranty.
Leather is fraying - out of 1 year warranty but come on leather lasts longer than 2 years.
Won't be buying from Harvey Norman Furniture again. Think FTC is an option as the major failure is still under warranty.”
“They are so rude I rang them to chase up a order all they said was you wait or get a refund. No customer service got transferred 3 times before I was told off . The staff seem like they have no care Moore Park super centre the worst ever . They advertised in will get a 10 percent gift card on the purchase price but no one I spoke to knows anything about it . What a disappointment and anger”
“In early December I ordered a very nice three-piece outdoor set which was delivered promptly. At the same time, I ordered a Shelta Cortina 220cm umbrella which after five weeks still has not arrived. I contacted the Moore Park store by phone and in person four times over a three-week period and each time was told someone would get back to me. No one called me back on any of those occasions so the onus was always on me to chase up. Eventually I was told that Shelta had dispatched the umbrella but that Toll was holding it and that there were often problems with Toll deliveries. When I asked if I could have the umbrella delivered by a different carrier I was told this was not possible. After five weeks of waiting and chasing I decided to cancel the order and found a similar umbrella online for half the price.”
“Purchased a leather couch 4 1/2 years ago told at the time there was a five year warranty the lifter on the single couch is not working contacted Harvey Norman was told repair people where on holidays till after Xmas they will get back to me then just had a email that there is only a 12month warranty I was-definitely told at the time it was five years which they are now denying same thing happened some time ago I bought a couch from amart they had it fixe with in the week with no problems at all the couch from amart was 1 1/4 of the price obviously dont by from Harvey Norman’s smart all the way”
“Purchased a leather couch 41/2 years ago from Harvey Norman told at the time there was a 5 year warranty sadly can’t find it written anyware but wrote it on the invoice at the time the lifter on the one seater stoped working rang to organise a prepare was told there is only a one year warranty and they will not fix it funny same thing happened on a purchase from amart they have a 10year warranty they where out and fixed with in the week don’t buy from Harvey Norman buy from amart there service is out standing Harvey Norman don’t give a dam”
“Ordered online before black Friday. Order received and got call to advise items ready. Went to collect coffee and headphones.. told table ready headphones other dept. Proceeded to have to listen to dept argue and blame each other for not sending on order to electrical and now item out of stock and discontinued. Furniture dept then proved to electrical they had sent order to them..and me.. the customer being sent pillar to post and didn't get what I ordered and took a substitute simple for Xmas opening but will be returning now and never again will I order from H.N. absolute disgraceful customer service and embarrassing to watch infighting. I am in customer service 20 years and was embarrassed for Harvey Norman brand and staff who obviously have diabolical team leads.”
“Harvey Norman Online are absolutely pathetic. I purchased a Christmas present based on the estimated arrival time of the 17/12. It is now the 30/12. Without recieving any Startrack Tracking number, i was told (via email reply, they have no phone number for obvious reasons) that the item had indeed been delivered on the 17/12, to Devonport Tasmania - not Traralgon Victoria as per the delivery address.
Never again.”
