Had an issue with Harvey Norman? Get a real response.
How to submit a complaint with Harvey Norman
Quickly lodge your complaint with Harvey Norman via these recommended methods:
1. Via Phone
- Call Customer Service: 1300 464 278
- Hours: 7 days a week, 7:00am–11:00pm AEST.
- Be prepared with your order number, purchase date, or store location.
2. Online Complaint Form
- Complete Harvey Norman’s Online Complaint Form.
- Receive immediate reference or acknowledgement number; perfect for written records.
3. In-Store Complaint
- Visit your nearest Harvey Norman store customer service desk or speak directly to a store manager.
- Provide purchase receipt or warranty information for quick assistance.
4. Live Chat
- Use the Live Chat feature on Harvey Norman’s website (available during business hours).
- Ideal for immediate inquiries or assistance in directing formal complaints.
5. Social Media
- Message Harvey Norman’s official Facebook or Instagram accounts.
- Effective for prompt responses, especially if other channels lag.
6. Mail (Postal Complaints)
- Send written complaints via registered mail to:
Harvey Norman Customer Complaints
A1 Richmond Road, Homebush West NSW 2140, Australia.
Tip: Clearly document your complaint details, purchase specifics, and desired resolution to streamline the complaint handling process.
Harvey Norman employs a structured complaint handling process:
Initial Complaint Handling
- Your complaint is recorded, and a reference number provided.
- Immediate resolution attempted if possible (e.g., refunds, exchanges).
Assessment & Investigation
- Harvey Norman evaluates the issue, potentially involving manufacturers or delivery partners.
- Expect acknowledgment within a few business days and regular updates for ongoing issues.
Communication & Resolution Timeline
- Harvey Norman typically resolves simple issues within days. Complex issues may take a couple of weeks.
- Communication is primarily via the channel you used initially (phone, email, in-store).
Typical Resolution Outcomes:
- Faulty products: Repair, replacement, or refund as per warranty and consumer law.
- Delivery/install issues: Re-delivery, installation fix, fee refund.
- Customer service: Formal apology, goodwill gesture (discount, gift voucher).
- Billing/finance: Refund processed or corrected billing.
Escalation within Harvey Norman
- Complaints not resolved initially can be escalated internally to senior staff or complaint resolution teams for formal review.
Final Steps
- If unsatisfied with the outcome, Harvey Norman allows requests for further internal reviews or external escalation.
Common complaints against Harvey Norman
These issues arise most frequently:
- Damaged or Faulty Products: Common with electronics, appliances, furniture.
- Difficulty Returning Products: Resistance or confusion during returns or exchanges.
- Poor Customer Service: Staff rudeness, unhelpful responses, or communication delays.
- Warranty & Repairs: Disputes over warranty claims, delayed repairs, and confusion on product guarantees.
- Delivery & Installation Problems: Missed deliveries, incorrect installations, subcontractor issues.
- Pricing or Advertising Issues: Complaints regarding misleading promotions or price discrepancies.
- Product Misdescription: Product specifications or dimensions not matching expectations.
Complaints submitted through Ajust
I bought a heater from Harvey Norman and opened the box to find it visibly dented and warped. I was relying on it to warm my home, and instead I’ve been left with a damaged product. I just want a replacement organised-this shouldn’t happen with new items. - Tom
My lounge cushions have started collapsing, and Harvey Norman told me they’re out of warranty by a year. I paid $5500 and expected it to last longer. Under consumer law, I believe the quality isn’t up to standard and I’m asking for a repair or replacement. - Jay
After spending over $10,000 at Harvey Norman’s Boxing Day sale, I received just part of my order. They took full payment, but two beds and tables were never delivered. The lack of updates and accountability has been incredibly frustrating. - Robert
I purchased a recliner sofa still under warranty, but the electric mechanism on one side failed. Harvey Norman hasn’t yet arranged an inspection or repair. It’s disappointing to have issues with a product that should still be fully functional. -Babu
How other consumers Harvey Norman complaints got resolved
Faulty Vacuum Cleaner – Immediate Refund & Voucher
- Issue: Customer received a defective vacuum cleaner.
- Resolution: Immediate refund issued plus $70 gift voucher.
Missed Delivery – Fee Refunded & Expedited Delivery
- Issue: Refrigerator not delivered as scheduled.
- Resolution: Delivery fee refunded, priority re-delivery arranged for next day.
Coffee Machine Malfunction – Replaced After Escalation
- Issue: Store initially refused replacement of faulty coffee machine.
- Resolution: After customer insisted on ACL rights, a replacement was promptly given.
How to Escalate a Complaint with Harvey Norman
If initial responses aren’t satisfactory, escalate your complaint internally first:
- Request Store Manager or Franchisee Review: Insist on discussing issues directly with store management.
- Contact Harvey Norman Head Office:
Phone: (02) 9201 6111
Mail: A1 Richmond Road, Homebush West NSW 2140, Australia - Invoke Harvey Norman’s Complaint Handling Policy: Clearly state you seek a formal internal review due to unresolved issues.
- Maintain Documentation: Keep thorough records of all communications.
- Stay Calm & Professional: Firmly yet politely assert your rights and desired outcomes.
If internal escalation fails, use external consumer protection services:
- State Consumer Affairs (Fair Trading):
Lodge complaints for mediation assistance via your local Fair Trading agency:
- ACCC (Australian Competition & Consumer Commission):
Report consumer issues relating to misleading practices or breaches of consumer law. - Small Claims Tribunal (NCAT, VCAT):
Use as a last resort for unresolved significant disputes. - Financial Complaints (AFCA):
Escalate finance-related issues, if applicable, to AFCA.
Tip: Mentioning these external options to Harvey Norman can prompt faster internal resolutions.
Utilize these resources for complaint assistance:
Harvey Norman Complaints FAQs
How can I lodge a complaint with Harvey Norman without waiting on hold?
The fastest way to complain to Harvey Norman is through their online complaint form or live chat. These methods give you instant records and reduce stress. If you prefer personal support, calling 1300 464 278 or visiting a store are solid alternatives-but be prepared with your receipt or order info to avoid delays.
What happens after I file a complaint with Harvey Norman?
Once you submit a complaint, Harvey Norman logs your issue and aims for quick resolution-often within a few days. You’ll get a reference number and updates via your chosen contact method. Complex cases may take longer, especially if manufacturers or delivery partners are involved.
What should I do if Harvey Norman doesn’t resolve my complaint?
If Harvey Norman doesn’t resolve your complaint, escalate it by contacting store management or head office. Still no luck? Raise the issue with Fair Trading or the ACCC. Keeping clear records and stating your rights under consumer law can fast-track results.
What are the most common complaints about Harvey Norman?
Most complaints to Harvey Norman involve faulty products, missed deliveries, poor service, or confusing returns. Knowing your rights and pushing for fair treatment-like a refund or replacement-can help you get what you’re owed without the hassle.
You’ve done your part, now it’s time to hold Harvey Norman accountable.
Take the final step and submit a complaint that gets seen and responded to.