Need advice - Missing HN Online order - claim through CC Company, or PayPal?

Ldm01 on 14/07/2016 - 19:03
Last edited 14/07/2016 - 19:03

Hoping some of you might have some advice for about dealing with a missing Harvey Norman Online item from last month.

The short version: I ordered two items from HN online last month, they were shipped separately, and only one arrived. The missing item is marked as delivered by Fastway couriers, but with the note "Authority to leave - left in letterbox".

Sadly, I don't think it was left in the letterbox (nor did they bother knocking on the door to deliver it, as someone was home the entire day), but HN are now ignoring my emails stating that the item was never received, and my request to be partially refunded for that item (and part shipping) from the order. Also, the letterbox is tiny, and I doubt the package would fit in there anyway.

I paid using a credit card, but through Paypal. I raised a dispute with HN through Paypal a week ago, but they're yet to reply to that as well.

So my question - finally! - should I escalate the dispute to a Paypal claim, or am I better to contact my bank and try to have the transaction reversed. My inclination is to go straight to my bank, but if they do reverse it, is it going to impact negatively on my Paypal account at all? What sort of process does the bank go through in reversing a transaction - what info do they need?

And for the record, HN's service has been absolutely terrible throughout all of this - I won't be dealing with them again. Of the several staff I've dealt with while trying to chase this, none have expressed the slightest amount of concern or regret that a package has gone missing, and they've been pretty slow to reply to everything too.

Thanks for any advice,

dm.

Electrical & Electronics

Related Stores

Harvey Norman
Harvey Norman

Comments

  • Wystri Warrick on 14/07/2016 - 20:45

    I once had to return a faulty PC. it also had the wrong components slower HDD, slower RAM, Wi-Fi card was G and not N. there prompt, polite, and speedy customer service was excellent. I didn't have to stand around waiting for an hour to get served, as they began to recognize me and wanted to sort the matter out as soon as possible. some people say HN's customer service is rude BUT I never experienced this not once! got everything sorted in just over 6 months. didn't even need to contact the ACCC, as I said they have excellent customer service.

    I feel for ya man.

  • Settero on 14/07/2016 - 20:57

    this is kinda a hard spot for HN , since the package is said to have been delivered… and did you give authority to leave it ? if so makes it so much harder since you agree to the wavier that says if its left and stolen thats on you.

  • shapers on 14/07/2016 - 21:30

    Don't think you're going to have much luck with PayPal to be honest, maybe give them a call them and ask and also the courier. Since tracking says delivered PayPal will side with the seller

  • dm01 on 14/07/2016 - 22:14

    Cheers for the replies.

    Settro - No, no authority was given to leave the package. From the HN online customer service FAQ - "Do I have to be home to receive my items? - All deliveries must be signed for when you receive them". If that's the case, how can they just leave it in the letterbox and say it's authorised? And like I said, it would have been too large for the letterbox from what I can tell, so I don't really believe this anyway.

    shapers - yeah, might give them a try tomorrow.

    Wystri - Hopefully I've just been unlucky then. But from the first contact I made, I was told they'd get back to me within 24 hours - it took two days - this happened a few times. And like I said, no apology, no 'sorry you've had trouble with your order', just, 'this is delivered - here are the details'. Great way to lose a customer, especially after losing the item.

    • shapers on 15/07/2016 - 12:18

      "All deliveries must be signed for when you receive them"

      Ignore my post about not having much luck with PayPal,this will work in your favour.

      Just curious have you tried talking to their online chat service about it?

      • dm01 on 15/07/2016 - 14:47

        Didn't think to try online chat….talking to them now…

        • shapers on 15/07/2016 - 15:35

          Let us know how you go!

        • dm01 on 15/07/2016 - 18:14
          +1

          @shapers: Finally resolved. They've refunded me for the missing item, as they should have done a few weeks ago.

          The chat representative called the store the item was sent from and spoke with the staff member who has been ignoring my emails. They claimed I'd given them authority to leave the package (i.e. courier could dump it and run without getting a signature) which is false, and when I challenged them to point out in my order where those instructions were given, they of course couldn't, so agreed to the refund.

          Annoying that this was dragged out so long, but at least I'm not out of pocket now. Thanks for the suggestion to try chat, shapers - worked a treat!

        • shapers on 16/07/2016 - 19:37

          @dm01: Thats great :)
          Was really interested in how the paypal case would go, but im glad it didnt get that far!

        • tomsco on 17/07/2016 - 07:32

          @dm01: Good result in the end. Pathetic how they were just ignoring you though. I'd say submit a complaint - not so you know they will be reprimanded, but so HO will know about that sort of behaviour so if it happens again, they have a paper trail.

  • dmc900 on 14/07/2016 - 22:33
    +2

    Enter your postcode @ http://www.fastway.com.au/courier-locator
    It will give you the contact details for the driver in your area.

  • dm01 on 15/07/2016 - 02:07

    Any of the late nighters have some input?

  • tomsco on 15/07/2016 - 09:18
    +1

    I'd say escalate the claim through Paypal before you try the chargeback.

    If as you say, they're slack with responding, chances are they may not respond once escalated and therefore will be found in your favour.

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