I purchased a Lachlan bunk bed for my 2 boys on Feb 21st of 2008 and it was delivered on Feb 27th. No problems there. The problem started when the base of the bottom bunk warped and buckled, under only the weight of a 60kg 13 year old boy.
I called the Goulburn store where the bunk was purchased on 12 Feb 2009, spoke to Cathy, who was going to contact the supplier and call me back. 2 days later, after hearing nothing further, I again phoned and spoke to Cathy who said the supplier would replace the side rail but they weren't sure when they would next be in the area. It was then that I had to try to explain to Cathy that it was not the side rail that buckled, but the base, "where the mattress goes". She again said she'd contact the supplier and get back to me. Another couple of days later, I have to phone again. Apparently Cathy is still waiting on word from the supplier. Says she will phone them then call me back. Hooray, she actually did. The supplier has stopped making the steel frame bunks, which I have. OK, enough is enough. On Tuesday 24th, I take photos of the damaged base plus a part that was also damaged which would also need replacing. This time I was "graced" with the service of a rather dull and uninterested sales man named Damien. Damien checks with Cathy and also tells me that the supplier no longer makes the steel based beds but offers to contact them to see if they may have any left overs in their warehouse. I also gave him the small piece required to attach the bed head/end to the base and said I'd need another. He tells me that he is sure they have heaps of spare bits in their warehouse. (I have never seen this piece or a replacement again).
I was in Goulburn again Wednesday, so I stopped in to see Damien who looked at me blankly, so I had to retell my story and remind him of the photos. "Oh, the supplier still hasn't called back", he says. I ask if he could chase it up. "Sure", he says. Once again, though, the answer is a very vague, "they haven't found a base yet" and, "they will call me back".
Finally, I went into the store again today armed with my 13 year old and my 8 year old son, who was up crying last night because he wanted to sleep in his bed (he has had to sleep with me since the base collapsed, resulting in restless nights for us both). Damien again dithered and dathered. We gave him an hour to get a definate answer about the bed. Either a replacement base or a new bunk.
The hour passed and we returned to the famous words of, "they haven't phoned back yet". So, we settled in and waited. I explained that we have not had enough sleep for 2 weeks and that it was not satisfactory. Eventually, I convinced him to let me see his manager. Now, this guy, named John, was a real asshole, full of arrogance. He approached with, "what's the problem?" So I told him. The staff are inefficient and we had been waiting for 2 weeks for this issue to be resolved. He claimed to have no knowledge of the case as he has been away for 2 weeks (how convenient), however, on Monday, Cathy said that the manager would be in on Tuesday. ???? Well, despite my desperate pleas to get the bed replaced, he was adamant that it was up to the supplier to decide whether to send a new base or new bunk. I said that another week of our current sleeping conditions was not going to be helpful and that I wasn't happy with that. He then stood there and said, "we can argue about this all day, but it won't make any difference". I decided then that maybe I should mention that he was the retailer and, as such, the onus was on him to rectify the situation as quickly as possible and then he should take it up with the supplier. I also mentioned the Dept Of Fair Trading. Finally he offers his "word" that I would have a replacement base or a new bunk on Thursday of next week and, if not, he would replace the bunk with one from a different supplier. I'm not holding my breath and I have absolutely zero faith in him or his staff. I will never waste my time with Harvey Norman again. No matter what wonderful "deals" or offers they have, you will definately find a better one elsewhere with superior customer service and after sales support. It seems that, once sold, Harvey Norman wipe their hands of all goods. I also have to ask, where is the complaints department? Maybe they wouldn't be able to supply enough staff to take all the calls...

I have a credit note issued by the Harvey Norman store in Warragul. When I tried to use it to make a purchase I was told it was issued by the computer department which was a different franchise even though it is in the same store under the same roof . The amount of the credit is only $39.95. I find the attitude of this particular store extremely poor, surely they could have an internal system to address this. Over a time period I have spent thousands at this store & have allways paid cash. A letter sent to the general manager has never been acknowleged . Dissapointed yes I am, but I m sure Retravision appreciated the sale of the computer that I am now using [yes I did pay cash] Trevor Burton

I purchased a 3 seater swing, as a gift, for the new patio, my son was building. Took it down to my son and realized it would be too big for the area, so we did NOT open the box. I tried to get a refund, as the box was UNopened and I had the receipt. Told (quite rudely) that Harvey Norman do not sell goods, to give refunds. I tried to explain the situation, but was told they do not give refunds, for whatever reason. I was very annoyed, so I phoned Harvey Norman head office and spoke to a lady, who was so polite and she said she would ring the store for me and that I should hear from the store soon. I hadn't heard for a few days, so phoned this lady again and she said she would ring store again and I would hear from them. Several days later, I received a phone call, to say they would take the swing back BUT they would take 20% cancellation fee - that amounts to $99.00. I think this is "highway robbery" and I feel I am entitled to a FULL refund.
Can you help me to get my FULL refund.

Dear Sir/Madam

I have always thought you company was good and that there was many variety of electronics to choose from.But now, my aspect of Harvey Norman is so different.

Im A.k (By the way, I am a student) and have deposited some money for a Headphone from Harvey Norman outlet in Hougang on the 23 Sep around 2 pm .

A few days before, I had went into that outlet (with my friend) to check if the headphone I had wanted was available there as I had brought my computer there before too.To my excitement, THE model of the heaphone was there.Only I din't want that colour.

Thus, like what other customers will do, I went to ask one of the two people at the cashier if other colours of that headphone was available since they were the closest Harvey Norman staff to me.Instead, that staff, turned around, gave me that "Go away I am chatting to my colleague" or "why should I bother about you because you are a student and you probably dont have money to buy anything there. " face. She then replied with a Firm "NO". I then politely ask her if she could please check it again.Again, without doing anything, she gave me another annoyed -like "NO".It was so rude.

Oh please, she did not even ask any of her colleagues and did not even check (using the computer) I felt annoyed and walked out unhappily .

On Sep 23, the day that I had deposited my money, I went to the Harvey Norman Outlet again . Ignoring the bad service. Again, that lady staff was sitting there with her colleague .When she saw me, she, using her index fingers, RUDLY POINTING AT ME, WHISPERING SOMETHING TO HER COLLEAGUE ALL THE WAY FROM THE TIME WHERE SHE HAD SEEN ME TILL I TAKING THE HEADPHONE MODEL OUT.DISGUSTED, but I pretended I did not see it. I took the model, ask another Harvey Norman lady Staff (DEFINITELY not from the cashier).She was very polite and answer all my questions.She convinced me to buy the headphone, although the colour I wanted wasn't sold there (But she did ask her staffs, probably sales people and checked on the computer).

I then pass the money to my friend, asking her to help me pay at the cashier as I did not want to even look at the rude lady.

After I had paid my deposit and left the outlet, I ask my friend if was she STARING at me even though I wasn't even the one at the cashier paying .I thought so as I had caught a gimps of her staring at me.My friend told me she saw that and had wanted to tell me about it.

Such a bad service.Harvey Norman should do something about it.I had never seen such a stereotyping disrespectful rude lady before.I am the customer and not the other way round.Plus, I did not offend her.Why is she treating me like this? I am not some freak and i am there to BUY the product.

Im prefer to remain anonymous, I left you my email and taking this matter to Harvey Norman hoping that I will get an answer and what you going to do about it.This is my last straw . I would prefer not ever want to see or to speak to that staff again.If she is still going to be so high and mighty, and treating customers like that, Harvey Norman reputation will be tarnished sooner or later.

If nothing is to be done about it, this will be my last time entering ANY Harvey Norman Outlet and I would NOT recommend anyone to buy products from Harvey Norman again.

Regards
A.K

I believe Harvey Norman need to take a look at how they select their managers. Especially the Hastings Branch in New Zealand. Derogatory remarks about Jerry Harveys partner and bully tactics by management at morning meetings must have a negative effect on the culture of this particular branch. Whoever is in charge please investigate why staff should have to work in this type of environment. Managers that treat their employees with fair treatment and respect can only improve the quality of service towards the customer.