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Harvey Norman Big Buys (page 2 of 2)
So Happy!
I thought it was very expensive but now we have it home I think it's one of the best things we have ever purchased.
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- Verified customer
Worst customer service
I had bought a computer desk and paid the money. I t was told that product will be delivered in 2 to 4 weeks time. After 4 weeks when I ring the store to find out when the desk will be delivered. They told me this item is now discontinued hence not able to deliver. This is ridiculous if item was discontinued the why it was on display and why they take a order and payment. Also why not they informed us when they had put the order to supplier. why they only found about it after 4 weeks when I ring them.
After I lodge a complain some one from Har...Read more
vey Norman contacted me and said they can give me a alternative one. After sending the few emails and making calls to unsuccessfully get any information on alternative product I eventually give it up and ask for refund. I was a regular customer want to buy the stuff from store instead of On-line to get better customer service if any thing goes wrong but learnt a lesson i.e. don't go there
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GrizzBear89Darwin, Northern Territory
- 15 reviews
- 9 likes
Cheap but service was bad
I ordered a toy kitchen for my son online and it was a lot cheaper than anywhere else and cheap deliver. However after ordering I had to chase up my order as it was showing as received which it hadsnt been. I contact customer service who said they couldn't help at the time but will get back to me... 2 emails later and no reply still I ended up just contacting the delivery company they used and they were able to deliver the next day. I then had to follow up with big buys for my tax invoice.
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Cheat the customer
i showed online picture of laptop to manager because price is very different between online and in store. But he denied to give it as online price..... So sad
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JanakGreater Melbourne (Outer), VIC
- 7 reviews
Samsung side by side fridge
I bought a samsurng refrigirator about one year a go.But had some problem 3 times now.But samsung attended to the problem but no replaced and giving problem still.Lucky i purchased insurance with that and realy the team at hadndenong harvey norman very help full and i can highly recomended and sales people comments were alwasy geniune and help full
Customer service
Product faulty
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Martin CorkeNorth-West & West coast, TAS
- 3 reviews
Delivery and lack of info.
o.k it's Christmas time but I discussed my order with (I have the name) on 21st December 2013. I told him the item was required in time for a birthday on the 4th January. He gave me a choice of colours which were in stock in Maroochydore, I placed my order that day and was told we could arrange personal collection if required (a two hour round trip) although delivery time would not be a problem. At no stage was I informed that delivery to a local store was an option they offer and also that no delivery charge would be made in that case. Aft...Read more
er several enquiries I was informed that the item was picked up on the 23rd and that the courier would send us an email with delivery details. This came through from Allied Express on 30th with delivery expected on the 31st. I was amazed to find however that delivery is being made from Victoria - so Maroochydore Queensland to Melbourne Vic and back to Logan Queensland - surely not. We cancelled all of our arrangements for New Year's eve to ensure we were here for the delivery. Then today (New Year's eve) we received another e-mail to inform us that delivery would now be made on the 6th January, two days after the childs birthday. Mr Harvey Norman everything you tell your customers about customer care and efficiency is pure rhetoric. No wonder you are having problems competing - you can't even select efficient transport companies. lacking care and grossly inefficient.1 comment
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jpalen
- 22 reviews
slow delivery
Ordered 4 items, not a big order. Found items all sent from different stores, which is fine as other retailers do this (like JBHifi), except that this added delays to shipping for some reason. Customer service admitted that my order had been stuffed around with. At one stage I given an excuse that they were doing a stock stake. Another time told me everything would arrive by a certain day, only to find out there's still a missing item. There's no paper work with the packing either to say what was to be shipped, so you're not exactly sure if you...Read more
've been sent the correct items. Thankfully getting through to Customer Service via phone or chat was easy enough, but with some delays when customer service had to find out what's going on with my order. Expected items to be shipped within 2 days, but was closer to 10 days. No notification on when items are shipped either, I had to chase. HN have some teething problems to iron out if they want to compete in the online ordering space. Just don't expect fast delivery product descriptions are good, ordering process is easy, prices are good, delivery costs ok, online chat with customer service helpful slow deliverySimilar opinion? Write a review on ieatwords.com.au!
simba23Sydney
So happy with my purchase from Big Buys!
Harvey Norman Big Buys is a fantastic service, I purchased a cookware set for an excellent price (saved over $100) and it was delivered within 2 business days. Very happy with the product and service received through Harvey Norman BiG BUYS. Great shopping experience! Highly recommended!! Prompt Service. Great Prices.
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Pathetic refund policy, really bad customer service
Went to the Springvale store to buy something. "Customer service" (I use the term very loosely) staff were of absolutely no help. They didn't know anything at all about the products. Trying to figure it out yourself didn't make it any easier. There just seemed to be piles of products on the floor, a lot of which didn't have prices, and those that did either had descriptions that were cut off, or were spelt incorrectly. It honestly looked like they got someone's primary school age child to write up the signs and print them out. Anyway, I grit my...Read more
teeth and bought the item I'd gone in to get and paid in cash - discovered when I got home that I didn't need it so returned it, unopened, for a refund. I then had a conversation that went something like this: HNBB: "You can only exchange, there are no refunds." Me: "OK, I'm pretty annoyed about that given I paid cash, but I suppose - can I get a credit note or something?" HNBB: "No, you have to exchange it for something in the store right now." Me: "Really? Can you check that please?" To their credit, they checked and were correct, the policy is that there are no credit notes, you need to swap the product then and there for something of equal or greater value (and pay the difference). So, I spent the next hour or so wandering around the store trying to find things that added up to my original total. Of course this was made very difficult by product being just piled up in the middle of the floor and most of it not having a price. I eventually found enough to make up the numbers and took it to the counter. The girls (and I really mean that - I would be surprised if they were more than 16 years old) then called the "Manager" to come and do the exchange. He isn't much older than them, and comes over with his jeans somewhere around his knees (do I really need to speak to a "manager" that thinks it's ok to talk to his customers with his underwear showing?). I expressed my displeasure with their policy - got the stock standard "I don't make the policy" line - at least he had enough brains to tell me that it was set by the ACCC. Of course he didn't have enough to realise that the ACCC set the ground rules, the store policy dictates how they apply those rules. Anyway, I went back with the "I don't care that you don't make the policy. You're the manager, so you should be taking my complaint up to the important people in your organisation. You know, the ones that own a belt." Which of course I fully expect he won't do. I imagine he completely forgot about our conversations 2 seconds later, just after he finished pulling his jeans up again. Harvey Norman have been quite vocal about the whole online vs bricks and mortar debate. It's obvious that they just don't get it. They also don't seem to realise that now the customer has quite a loud voice, and we aren't afraid to use it. Basically smarten up your customer service, if you make your customers happy, they'll tell their friends, and they'll come back. If you don't they'll tell not just their friends, but everyone with a search engine and you'll never see them again.1 comment
HNBiGBUYSHarvey Norman Big Buys
Hi,
Thank you for taking the time to provide your feedback as I understand that not only did you spend your time in our store with the problems you faced but also writing about them. Rest assured t... Read more
hat I'm wearing a belt, and that I take your feedback extremely seriously and will be addressing it with the store. We've had a rapid expansion of both staff and business leading up to Christmas and although it's no excuse, we'll be taking the next few months to fix many of the things you've mentioned. My apologies for the experience and once again thank you for letting me know. If you'd like to discuss it further you can reach me through http://www.harveynormanbigbuys.com.au/contactusSimilar opinion? Write a review on ieatwords.com.au!
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Peter3AU
Order Processing Stinks
Order was placed 5 days ago, I have had to follow up regarding an update on the order status and was told that they have been "in undated". I understand that they may be busy but should have expected this once launching an online offering, or sent an update to people who placed orders.
Harvey Norman, if you wish to play in this space (even after you complained so much about online stores), please learn from the competition and provide a great service.
Inexpensive
Lack of communication during processing delays
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Extremely Poor Customer Service
After waiting for my purchase in the mail for two weeks, I sent two emails to these guys complaining about not receiving it. They replied saying they would 'look into it', however did not follow up this email at all with any updated information as to why I have not received my items.
I then opened a Pay Pal dispute explaining on two separate occasions the reason for my dispute. With no response I escalated it to a claim.
A day after Pay Pal's seller deadline for a reply to resolve the issue, I received this email "what seems to be the i...Read more
ssue that we can help with? Hopefully we can come to a resolution swiftly." Of course i felt completely insulted that they didn't even read what my Pal Pal dispute was all about and wanted me to explain it all over again. Almost two months from the purchase date Pay Pal came through with the resolution and refunded my money. However I have been badly burnt from the experience.Similar opinion? Write a review on ieatwords.com.au!
Disappointing
I have found their response to a defective product disappointing. It took weeks to respond to my initial complaint and then they gave what I thought was a good response saying a replacement would be posted in a few days.
I have advised them that more than 3 weeks later it still has not arrived. If it does I will add another post to let readers know. However, clearly it was not posted in the few days time as promised.
Disappointed in HarvyNormanBigbuys
did not work
did not work
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Questions & Answers
Marieasked
I wish to buy a small toy giraffe on the Harvey Norman website but am unable to go in the sore and purchase it. They want $10 to ship it, and I live right near Harvey Norman in Frankston. I refuse to pay that on principle. so where is the Big Buy store on Melbourne please?
Coleyasked
Hi, I received my runners in the mail today size10.5 US although I require size 11....how do I exchange this? Process please on exchange.
Regards Troy
Petrea Nourseasked
I would like some details about a "kid me bean bag" colour Gelati, product code: KMB09080, it says this product is washable, does it have an inner cover so that the outer cover can be washed without removing the beans and also does the price of $68 include the beans, or do they need to be purchased separately ?
1 answer
HNBiGBUYSHarvey Norman Big Buys
Hi Petrea,
Apologies for the delay in responding, the outer front cover can be removed (the fabric part) but the entire unit cannot be machine washed. So the main section you sit on can be washed but not the entire bean bag. Hope this helps!
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Martin Corke
Since writing this review I have to say that sometimes you have the pleasure of coming into contact with amazing people who really care and give Outstanding customer service. This young man is a memb... Read more
er of the Customer Service section of Harvey Norman Big Buys Maroochydore. When he learnt of our plight and the bitter disappointment which our young grandson would have suffered for not getting his present as expected, he acted. He offered to put a replacement package in his own car and bring it personally on New Year's day, his only day off. This would have meant a 4 hour round trip so I offered to meet him half way. He arrived at precisely the time arranged, handed over the package and had already cancelled the first order for a refund. I intend to send him a letter of appreciation and a recommendation to show any future employer and once I have found out how to contact Gerry Harvey direct send him a letter about this young man, he is a great ambassador for Harvey Norman and needs to be recognised. In this case I have leant a couple of things, never lose faith in human nature but never again have any dealings with Allied Express freight. Hopefully I may be able to bring about some logistical changes to the way Harvey Norman do things for the good of all. I will remain loyal to them.