I represent an established building company in NSW and we (for some reason) refer our clients to Harvey Norman Commercial for things like plumbing PCs.

Back in April we were charged for items we did NOT order. After following this up repeatedly, the our allocated Accounts person acknowledged the error & requested that a credit be raised. She then went on leave for 3 weeks. The sales rep has also since left their organisation.

During that time I (again) repeatedly followed up, only to be told that it had been referred to someone else, then someone else. They are now insisting that we pay for those goods, despite the fact that we have provided numerous documents confirming we did not order the goods.

I was then referred to the Assistant Credit Manager who started off seemingly helpful and now refuses to return phone calls or emails, nor has she effectively actioned or tried to resolve our issue.

Fed up, I provided a written complaint to the Assistant Manager who promised to follow the issue through - still nothing.

On Monday I gave up & tried contacting the Credit Manager. 5 days have gone by and not an email or a phone call from ANYONE!

If this is considered an acceptable way to treat your customers then I will eat my hat. It is upsetting, frustrating and extremely disappointing to be treated this way, particularly considering this issue has been going on since April 2010 (it is now October) and also as I am supposed to be dealing with management (if they won't help you, who will?)

What are we supposed to do now? We will NOT be bullied into paying for something we did not order simply because they insist on making the process so incredibly difficult.

I certainly would NOT recommend Harvey Norman Commercial to any prospective builder or customer.