Harvey Norman Wont stick to their own promise

[Jaime_]

This is a really old thread - the issue was resolved a while ago but I hadnt come to post the outcome because the thread was sunken below others and forgotten about until it was recently dragged up again.

salesguy: read the posts. As manfredh I DID go to the store, I did contact then write to the head office who then sent the letter to the store where they werent willing to do anything anyway so please dont make stuff up as you go along.

Anyway the store eventually resolved the issue by refunding the difference (without the need to go through any other bodies) it was just a shame it had to go on so long and that I had to go through head office. I have now taken my business elsewhere which was a shame, I had been shopping there for years it was always "Domayne" then for some reason the electronics part was renamed harvey norman even though the store is still called Domayne it was just that section they changed (yes I know HN own Domayne too) but since the renaming the service went with it. I bought all my electronic needs there and now I purchase everything from JB Hifi. A quick fix would have seen me back there for my last 3 major electronic purchases.

So thanks for everyones input, issue has been fixed and I have changed my buying habits.

[manfredh]

"And one thing that annoys me is people going directly to the ACCC when they havent even gone to the store to try to resolve the issue."

And oddly, one thing that annoys customers is when they:
- raise it with the store
- call the main office
- write to head office

as the OP has done, and then the store doesn't try to resolve the issue at all.

[salesguy]

Working in retail myself I know how all this 110% thing works and i'm guessing you checked that the discounted one you saw instore wasnt actually the display model. If it is the only one left there are larger discounts on some items. And one thing that annoys me is people going directly to the ACCC when they havent even gone to the store to try to resolve the issue.

[JakBlak]

Technically, perhaps, but I doubt the Franchisee will really push that, the simplest solution here is to speak to the electrical franchisee, i would be very suprised if he (or she) doesnt just fix it for you (as long as we have all the info here and there is nothing else we should know like finance payments or something else to make the offer different)

[petainnt]

Would the fact that they are not a competitor to themselves let them out of this price match????????

[JakBlak]

The price matching policy is fairly standard, must be the exact same model, must be at a local competitor (i.e. not an online retailer in the next state) and they must have the item in stock (can advertise any price if there is no stock to actually get) and must be advertised and available within 30 days of purchase. If you tick all these boxes and the competitors price is available to anyone (i.e. not a written number just for you) then they should honour the proce promise, have you spoken with the franchisee? do you meet these fairly simple requirements? I dont see why there should be a problem.

[reno2009]

You need to go to Harvey Norman website & read the conditions under which a price match/refund will be offered. ie must be published in a catalogue, can't be a "managers special" and so on. Very very difficult to meet thier conditions..

[JakBlak]

go to the store and ask to speak to the 'electrical franchisee', he is the one that the administration office (or head office, although not really) would have faxed your original complaint to, chances are he didnt even get it. He is also the person who office of fair trading will contact for your dispute as he is the 'owner' (director of xxx pty ltd trading as Harvey norman electrical xxxx)

Its his business he is the one to speak too not some casual employee making a few $$$ an hour who couldnt care less

In my experience speaking directly to the owner and cutting out the BS will get things resolved quickly

[Jaime_]

I have decided to go to the ACCC with this matter. I dont care that something I buy has a price drop after I buy it thats too bad. But Harvey Norman specifically state and advertise on their website that if you see it cheaper within 30 days of purchase they will refund you 110% the difference. This is something I expect only because they advertise it. I wrote to their head office after calling them and checking where complaints should be directed and got no response at all. Had I got a satisfactory response and explanation I would have let it go but now I will take it further out of principle. If they dont wish to offer this policy they should remove it from their website and store advertising.

[mwato79]

Thats fine. The info is there for others that may be reading.

[shandy]

I don't care about that, I only posted it here as an example to jaime

[mwato79]

Dick Smith have a Price Matching policy, not a price beating policy, and I believe this covers any price drops for 14 days as per their 14-day money back guarantee. Like alot of retailers they don't necessarily tell their staff when they decide to change their prices.

[shandy]

I went to dick smith to buy a TV, the one I wanted was $997, so i went to big W and their price was $897, I then went back to DS and they only offered to match the price plus $1, and they didn't budge, so I bought it from big W, 3 day latter the same TV was selling at DS for $797. YOU CAN'T WIN. OH unless you want to buy another one.

[Jaime_]

I bought a TV 4 days ago from Harvey Norman. I had seen it cheaper but not by alot yet the sales person told me it was the best price they could do. After having good experiences with them before (it was part of my local Domayne that I have spent alot of time and money at due to normally good experiences) I went with it.
I then went back today to find the same tv is $300 cheaper. I asked about it because they have a promise: See it cheaper within 30 days of purchase they will refund 110% of the difference.
They changed the price in the same store I bought it from and wouldnt refund the difference as per their own policy. I just left it, decided not to cause a scene but I will be writing to them possibly going to fair trading as its a policy they specifically advertise which is why I felt I should have been entitled to the refund.