Jennifer Engstrom

It took three full weeks in the mail to "get" my order. The delivery company says it was delivered, but nothing came. I asked for a refund of my money repeatedly and they said I had to wait until they conducted an inquiry into the delivery company. It's been a month and I still haven't received what I ordered. Nor have I received a refund. Consumers guarantee act my ass

I purchased a bed at the store. Paid $5000 for a top end mattress. There wasn’t a display model of the one I wanted to try. I was also told to give it time to adjust to. Other stores have a 100 nights to trial. I bought it three months ago. It was fine during the colder months but now it has lost all support and it has messed up my back. I tried to call the store for help. First I was told that if I paid an additional $1600 that they would take it back and give me a firmer one. Then I was told there was no solution and I was just out of luck. This is an investment in my life. I’m now stuck with a mattress that is painful and that I am still paying off. Don’t go to Harvey Norman. They don’t care about the customers, they only care about sales.

Update: After trying to explore every option presented. I’ve been permitted to return the bed, at a $1600 loss. The mattress was in my house for three months. I had a waterproof cover on it the entire time. I was offered to keep paying Harvey Norman by getting another mattress from them at a discount. It is completely ridiculous that I would purchase something else from them when their salesperson forgot to mention policy changes and was inherently dishonest and I’m being made to pay for it. I cannot recommend against Harvey Norman enough.

They list themselves as NZ based but they aren’t. Over a month in “transport” and I still haven’t received what I ordered. Trying for a refund, but no response. I did get a terse response from my inquiry as to why they lie about their base of operations. Customer service is greatly lacking.