The following letter of complaint i have sent to harvey norman and it explains all the hassels i have had with the store;
30/9
To whom it may concern
I wish to report serveral issues and inconveniences I have had with your Mount Barker store.
On the 26 of June I went in to your Mount Barker store and purchased over $2000 worth of products at which I paid cash for;
• Rochester quilt cover and 2 pillow cases $299.95
• Provincial 9 piece dining setting $1350.00
• 2 Soula bed side lamps $300
• Square mirror $239.20
I also purchased a Rochester breakfast cusion early july at a cost of $69.95 and on the 21st of july I purchased 2 Rochester Euro pillowcases at a cost of $111.92.
It all started with the 2 soula bedside lamps, the only ones left were display items which I was about to purchase on the day only to realise one of them was damaged therefore I was told they would order the product in and it should only take 2 to 3 weeks, I recieved a call a week later to say it will be 8 weeks until I receive my product. After patiently waiting 8 weeks I hadn’t received a call so I contacted the store only to be told it would be another 2 weeks when the store should have contacted me to inform me of this matter. This ment I had waited a total of 10 weeks to receive a product I had paid cash for.
The next problem we had was with the provincial 9 piece dining setting purchased on the 26 of june which was picked up from the warehouse the same day and assembled, we purchased a piece toughened glass to go on the top to protect the table which we received 2 weeks later only to find that the glass did not sit level on the table as all four corners of the table were bowed. I reported this matter to the store immediately and was told I would be contacted, I received a call a few days later to be told I would not receive my replacement product until late September which ment I would be waiting almost 3 months! I co-operated as I was happy to receive a replacement, this ment I would not use the table as it was a safety hazard for myself and young child with the glass sliding and being able to crack with any pressure put on the corners.
At this point in time I was looking to purchase more househould items but refused to go to your store due to the lack of integrity and long waiting periods, to which I went to dicksmiths to purchase a laptop and the goodguys to purchase a fridge, freezer and television were I was very happy with the customer service and able to receive my items the same day. I would have otherwise purchased all of these items from your store as it is much closer and more convenient to our location.
Late September we contacted your store 3 times to find out what was going on, when the store should have contacted me to inform me of the situation and delivery date. After a very long wait the replacement table was finally delivered at 10am Saturday 29th of September and not assembled as discussed. When the product was taken out of the packaging we were shocked to find the wrong table had been delivered. My husband contacted the store and we were told our table will be delivered the following afternoon and asked if we would be compensated for all the hassles. The labourer came to deliver the table, he had no other labourer to assist him with the delivery, due to him being on his own my husband was expected to help lift and carry the item inside aswell as carry the other table back into the truck and the table was once again not assembled. The only compensation received was some furniture polish which I found to be laughable and very unsatisfiying as a valued customer to your store.
The replacement table was assembled by us the following morning only to find we had received another bowed product with the right hand corner not level. I contacted the store immediately and was told to email pictures and that there was nothing they could do at this time being a Sunday and public holiday on the Monday so once again I am not treated as a priority and left to wait.
I am extremely unhappy and upset with the service I have received from your corporation and I am very disappointed in the extent of time I have waited. I believe I have put up with enough inconvenience and trouble and deserve better treatment as a paying customer. I have heard several negative reports on your store by other customers and on the radio, as a retail worker myself I would be happy to help give the store a good reputation if I am treated in the correct manner. My husband and I have been very co operative through all of these matters and believe we deserve to be compensated for all the problems we have experienced. We will be looking to purchase other household items in the near future to which we would be very happy to purchase from you if treated in the proper manner. I find the entire situation unbelievable and do not understand how your store can stuff me around time and time again. I hope by informing you it can help improve your customer service in the future and I am hopeful this matter can be resolved.
Kind regards
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