This is a true story that makes me so sick! My friend and I had a very bad experience with Harvey Norman at Sunway Pyramid recently so we have decided to post and share our experience. Here is what my friend have written about the experience with Harvey Norman. I tried posting in their fan page but they are hiding the criticism.

Updates: Harvey Norman just called and said the delivery guy was at my door. My delivery is supposed to be this weekend NOT today and that was all communicated clearly on purchase date. What is wrong with them!?!

#horribleharveynorman #harveynormanservicesucks
#harveynormannightmare
#dontbuyfromharveynorman
#shittyservice


[URL=https://www.pleasebeinformed.com/publications/ Open_Letter_to/ten_no_its_eleven_reasons_you_ should_not_buy_harvey_norman_malaysia]Reason Not to buy from Harvey Norman Malaysia[/URL]


Attached File(s)
 HN.txt ( 130bytes ) Number of downloads: 193

I purchased some Sony HT-RT5 from there a few year back, with a big box, I sumbat at the back of my i10.

Sorry to hear that. They obviously do not care much about their customers in many ways.

so what was the problem? They sent earlier than agreed date?

Fixed the link for you
https://www.pleasebeinformed.com/publicatio...norman_malaysia

This post has been edited by WaCKy-Angel: Sep 5 2018, 03:01 PM

whats wrong just reschedule laa ...

Summary:
Dear Mr Harvey

Dealing with your company is an excruciatingly difficult and time wasting experience.

Here are ten (actually, it's eleven and that's because I stopped writing) reasons why no one should buy anything from Harvey Norman in Malaysia, starting with examples of how your terms and conditions are outrageously onerous on customers and moving on to how failures are dealt with at the customer's expense if at all.

Full Details:
1. Under clause 3. "All goods are sold on an "as-is" basis with all risk passing to the customer when the goods leave the warehouse or premises where they have been stored by Harvey Norman."

This means that if your delivery driver drops a television from the back of a lorry and breaks the screen, the customer picks up the bill.

2. Under clause 6. "The goods shall be inspected by the customer immediately on receipt. If the goods are considered by the customer to have been damaged, Harvey Norman must be notified contemporaneously accompanied by receipt of the goods by the customer failing which Harvey Norman shall not be liable for any claim, of any nature whatsoever, in respect thereof."

This doesn't make sense and it conflicts with clause 3. If it is intended to say that the customer must fully inspect and test items at the time they are delivered, this is unreasonable. Deliveries may be accepted by persons other than the customer for later inspection and testing, they may be delivered at a time convenient to Harvey Norman but not convenient to the customer so that the customer takes delivery and inspects or tests later. They may require setting up going beyond a simple plug in test: for example, a TV might require multiple connections and, if that is the case, delivery people don't wait. The word "contemporaneously with" means "at the same time as" and that is simply not feasible in the real world.

The lesson to learn from the combination of the above? If someone buys from Harvey Norman, the company disclaims any rights the customer may have to damage and place unreasonable obstacles in his way if he tries to complain.

3. Under clause 3. "Harvey Norman and the customer shall agree the time of delivery and, failing such agreement, delivery shall be at the discretion of Harvey Norman."

What it means to say is "in the absence of such agreement." So, if there is an agreement, that means Harvey Norman will deliver as agreed. Remember that. We'll come back to it. Because it doesn't.

4. Under clause 4 (stick with this. It's convoluted) "Harvey Norman shall not be liable for any losses, damages or expenses sustained by the customer or any other person in consequence of any delay in delivery of the goods for any reason whatsoever if such delay is delayed at the request of the customer or owing to the customer's inability to accept the goods for any reason or by reason of a lack of reasonable access to the abovesaid places specified by the customer or owing to some cause beyond the control of Harvey Norman but where Harvey Norman is nevertheless able to deliver the same then the customer shall be liable for all additional charges, losses or expenses incurred by Harvey Norman. If delivery is delayed as aforesaid, the customer shall not be entitled to cancel or repudiate any contract for the sale of the goods or any other goods by reason thereof."

Picking this apart:
a) if delivery is delayed at the request of the customer, that's not Harvey Norman's fault and the customer cannot claim damages nor cancel the order. Quite right, too.

b) if Harvey Norman turn up at the appointed time and cannot gain access either because of physical or security reasons, that's not Harvey Norman's fault and the customer cannot claim damages nor cancel the order. Quite right too: if a person lives on the top floor of a four storey walk-up and orders a fridge-freezer, of course special delivery arrangements will be necessary and the customer should make that clear at the time of the order. Similarly in gated developments, it is normal for their to be delivery windows. If the delivery is fixed within that window, that's fine. If the customer simply specifies a date without a window, and the driver turns up outside that window and is turned away, then that's the customer's fault.

c) If the customer or his representative isn't at the point of delivery and the driver attends at the appointed time, then that's the customer's fault and no claim by the customer would stand. Further, the cost of restocking and redelivery is at the customer's expense. Quite right, too: customers have a duty to keep appointments just as Harvey Norman does. Oh, wait. It doesn't.

d) "owing to some cause beyond the control of Harvey Norman." There is very little that is beyond the control of the supplier. To claim traffic problems is not an excuse: traffic is, for the most part, predictable and therefore delays resulting from that are not beyond the control of the supplier. Bad weather is, similarly, predictable and the knock-on effects of that will be predictable. But "control" is not only a matter of predictability. It is also a matter of having appropriate systems and controls in place across the organisation. Saying "our staff stuffed up" is not sufficient to put something outside the control of the supplier. Equally, it is self-evident that if there are steps that can be taken to bring a situation back under control, those steps must be taken. To shrug and imply that this is just how it is does not fall within the clause. Put simply, if Harvey Norman does not deliver, within the specified window, this clause does not protect them in the way that a force majeure clause would, if such a clause were found to be effective at all. It is this that Harvey Norman is trying to wriggle out of.

So, if the window is open and the goods don't arrive, Harvey Norman tries to say, in its terms, that it's OK, nothing is their fault and, if it is, it's not their responsibility to fix it but if the customer does the same, then the customer will pay liquidated damages (in an unspecified amount) to Harvey Norman.


5. Harvey Norman changes the ordinary and natural meaning of words. An order (2041102) placed at the above shop was for delivery "in the morning." Harvey Norman interprets "in the morning" as "10AM-3PM" and, without drawing the customer's attention to it, adds this perverted interpretation of "morning" to its delivery time. Therefore, for all practical purposes, the customer must take a full day off work rather than a half day. Worse, if the customer had taken a half-day, it would be necessary for him to contact his employer to say that he would now require, without warning, to take the afternoon off. Or cancel appointments at short notice. If he does not, then he falls foul of clause 4. If he does, he risks the ire of his employer or clients and the possible direct loss of income for the self-employed or commission-based workers. In this way, the customer is placed in an untenable position as a result of the distortion of the term "morning" by Harvey Norman.

6. Harvey Norman changes the delivery date without consent or warning. Under the above contract, upon which the delivery date is clearly stated as "04-Sep-18" there had been no contact by 15:30 hours, half an hour past the already false definition of "morning." Upon contacting Harvey Norman, the customer was told that the delivery date was set for 8th. The customer told Harvey Norman that delivery must be made before 5pm on 4th because a) he had set aside the day which had, as a result of Harvey Norman's breach of contract, been so far wasted and b) the rules of the development prevent delivery after 5pm. This then started a bizarre set of circumstances in which, instead of fixing the problem, Harvey Norman's staff spent several hours trying to negotiate first for delivery after 5pm (they phoned the building's management office, asked the customer to do the same and, quite properly, the building's management office said that the cut-off time was to be enforced). The customer, then said that he would delay his plans for the following morning (5th) but that delivery must, without exception, be at 09:00. There were many calls to him from Harvey Norman asking for that to be extended to midday but that was not possible for the customer and it was made clear, over and over again, that the time was to be fixed, that there was no flexibility and there could be no leeway because he needed to leave home no later than 09:15 and would later be heading to the airport. During one of the many calls, the customer made it clear that the oft-repeated excuse of traffic was not acceptable, the item could be loaded onto a van when the warehouse opened at 07:00 and driven straight to the delivery point in ample time. However, if the delivery driver was late to work, if he read his manifest and decided on the order in which his truck would be loaded, chatted with his colleagues, had breakfast, loaded the truck, perhaps had another cup of tea and then set off, that would be nearly 09:00 and there would be no chance of being on-time even in the absence of traffic. The calls that had started at 15:30 finally ended shortly before 21:00. No attempt was made to deliver the goods on time either on 4th or 5th September. In fact, at 08:50 on 5 September, Harvey Norman called to say that their lorry was just about to leave Shah Alam. The customer terminated the call: Harvey Norman had, quite simply, decided that their interests took precedence over those of the customer even though the problem had arisen because their ordering and delivery systems are not integrated and a clerk manually entered a different delivery date into the delivery system than that shown in the order. That, incidentally, is not something beyond the control of the company: it's a failure in risk management and is entirely predictable.

7. Harvey Norman has no concept of privacy when it comes to customers' information. I, for the customer referred to above is me, happened to be in Harvey Norman's shop with a friend who bought an appliance and, as I walked around I saw the product in my order. I decided on the spur of the moment to buy it instead of shopping around and spending time when I could just say "I'll have that one" and tick that purchase off a long list of things to do for my time is precious. There were, therefore, two orders by different customers, for different products, for delivery to different towns on different days, paid for separately. While my friend and I were together shopping, we were completely separate customers. Notwithstanding this, Harvey Norman looked up her records, telephoned her and asked her to ask me to accept delivery before 12:00 on the 5th. She told them that it was nothing to do with her and that if I had specified a time I must have good reason and they should stick to it. A few minutes later, they called her again but she recognised the number and did not answer the call. This is a clear breach of data protection : the only record that Harvey Norman had relating to either of us was in their computers. Moreover, it is a breach of my personal privacy: in what universe, I asked the person who had made the calls when she called me a few minutes later, would anyone imagine that it was acceptable to call one customer to ask that customer to intercede with another on behalf of Harvey Norman?

8. It takes far too long to make and process and order after a decision to buy has been made. My friend asked for price-match as advertised on banners in the shop. She produced evidence of other suppliers who were significantly cheaper for the same product. I asked if there was discount on the price of the appliance I was buying. It took some 15 minutes to get approval. The sales girl was trying to serve several customers and the cashier's desk was some distance away as was her supervisor. She was literally running between several places while two and sometimes three of her colleagues sat, chatting or playing with their phones, at a desk some three feet from where my friend and I were waiting. After a long time, we gave up waiting and decided we would simply order from somewhere else: our evening plans were already delayed. We were intercepted by the girl who took our information and asked us to sit. We did. Again, we waited and waited. We got up and were again intercepted and then taken to the cashiers' desk where the order was finally placed and payment made. In all, we were delayed by almost an hour after the decision to buy had been made.



9. The only way to make a written complaint on-line is to accede to Harvey Norman's requirement that they will in future be able to send marketing e-mails. At https://www.harveynorman.com.m..., in order to submit an on-line complaint, it is necessary to accept the following term " I give Elitetrax Marketing Sdn Bhd, trading as Harvey Norman Malaysia, my consent to use and disclose my personal data provided in this form for the purpose of responding to my enquiry/feedback relating to products, services, sales and/or promotions offered by Harvey Norman."

That is reinforced by the duplicitous statement that is so common: "Your Privacy is Important to us!" That's a "yeah, right" moment. It goes on "Elitetrax Marketing Sdn Bhd, trading as Harvey Norman Malaysia, does not sell or rent your personal information to third parties. Any information collected would be for usage by Elitetrax Marketing Sdn Bhd. Your personal information may be shared with current or future Elitetrax Marketing Sdn Bhd entities or subsidiaries, legal, financial and regulatory institutions. In limited circumstances, we may need to share your information with selected third parties to carry out certain services on our behalf. Our third parties service providers are bound by confidentiality obligations to keep all data confidential. "

So, customers can only complain if they consent to getting marketing e-mail.

10. The website says one thing, the staff say another. At https://www.harveynorman.com.m... it says "Products are dispatched (sic) from your nearest Harvey Norman store." The nearest Harvey Norman shop to my home is just over 1KM away. It would have been a simple matter to deliver before 5PM on 4th. However, the staff insisted that the product was being shipped from a warehouse in Shah Alam, a suburb of Kuala Lumpur and said this repeatedly in several conversations. Moreover, when Harvey Norman contacted me at 08:50 on 5th when delivery was supposed to be at 09:00, I was expressly told that the van was ready to leave Shah Alam.

Bonus - 11. So-called special offers are often nothing of the sort (a kettle sold as a special offer at MYR140 was the same as I had bought a few weeks earlier for MYR120 and the first price included GST which was not applicable last week). Pricing is misleading or at least confusing: tickets show "instant cash back" and a high price plus a low price. But it is not in any sense of the term a "cash back" - customers pay the lower price.

So, sitting in an airport, which is why the time for delivery had to be fixed at 09:00 and there was no available option for flexibility, I thought you should know why Harvey Norman is off my Christmas card list. And why anyone who has any respect for their rights and for their time should never, ever, buy from your company.


You need to sort it out: last week, your company showed a profits reduction for 2017 of 16.4%. You have expanded overseas in Singapore, Malaysia, Ireland, New Zealand, Croatia and Slovenia as your Australian business is in decline. You, personally, were quoted yesterday in the Australian Financial Review in a piece by Sue Mitchell as saying, in February, that institutional investors selling Harvey Norman shares on the ASX "were mad" and telling the man in the street "If the share price goes down to AUD4 then sell your house. Sell your boat, sell your car, sell your house, buy Harvey Norman shares." Yet, after announcing another fall in profits, Harvey Norman on Friday issued new shares at a discount against the current share price of only AUD3.77. And this, the AFR says comes with a promise to pay a dividend that will cost more to fund than the amount the scrip issue raises.

You might say "it's actually a franchise, Malaysian shops are, ultimately owned by a Singaporean company and it's not my problem". But it's your name on the door and the public perception your Australian public company needs to engender if it is to rely on overseas markets is that they are buying from a company that they think is big and therefore should be reliable and you want that reputation to stick across your global expansion. Well, you can't have that and wash your hands of downstream problems. If you want a global brand, there is no such thing as a "little, local, problem."

Whatever is happening at Harvey Norman, from the lowest over-worked clerk through the drivers who think their routine is more important than at least attempting to remedy a failure by the company to the top, Harvey Norman seems to be a company in crisis.

With retail businesses across the world closing, Harvey Norman is expanding, taking vast spaces in high-class shopping centres. Maybe they get a good deal on rent but my hour in one of those shops last week demonstrated one thing: the number of customers per square metre is far, far less than one.

And my product? I've no idea where it is nor what is happening to it nor to my payment.

Do you? And what are you going to do about it?

Regards

Nigel Morris-Cotterill

This post has been edited by WaCKy-Angel: Sep 5 2018, 03:06 PM

The URL link was kinda hard for me to fix(still trying to get familiar here as you can see). I appreciate your initiative but I still see the truncated url link on my post(not sure why).

Long story short: Harvey Norman sales rep messed up the two delivery date(we both on same day, same time but it was two separate orders with two separate payments). Hence, delivery was supposed to be two separate dates. My friend, Nigel waited all day on 4th and the back & forth phone calls wasted so much of his time. Finally they agreed to deliver next day at specific time but they didn't even deliver also. For my case, delivery guy called and told me they are at my doorstep(my delivery is supposed to be on 8th not 5th). We have specifically indicate the date we wanted due to busy schedule that we have. I understand people make mistakes(I have no problems with them) but at least try to admit and fix the damn problem for god sake. I have bought smaller item from Harvey Norman before but this is my first delivery and also my last delivery from them!

Bought a dressing table from HN few months back during promotion. Got it delivered only recently as the house just finished renovation. Smooth sailing delivery, no issues of whatsoever. The sales person did inform a day before scheduled delivery date. On the delivery day itself, the deliveryman did called up to confirm time of delivery and sms notice of delivery. Deliveryman took extra effort to deliver to the new address even after arrived at my old house as i forgot to update the new address lol. Upon delivery and installation, the deliveryman clean up and cart away all the boxes and wrappings .

After all a pleasant experience for me.

Oh, this one is my own choice since I need the soundbar urgently.

my bro kena last time. paid for delivery and installation or what not, in the end the sales man he bought the tv from is the one that delivered and bawak drill for the mounting. even ask my bro to help as he came alone. lol. wtf mr harvey.

I've bought dining table (June 2018, Pradigm) and air-cond with installation (May 2018, Sunway Pyramid) each in separate orders from HN shop.
Both delivery are fine, customer service dept first aligned with me on a tentative date and then called up 1-2 days in advance to confirm final delivery date.
Items are received in good conditions. Nothing to complaint.

Out of the busy daily delivery schedule, undoubtedly there will have low percentage of failure cases due to miscommunication or individual worker's mistake, just that someone who will be the unlucky consumer, a better way is to find communication channel to complaint the issue to their management.

This post has been edited by easywin3: Sep 9 2018, 08:04 PM