Store (Harvey Norman) Gave My Order to Someone Else (Possible Fraud?)

LHappyXD on 22/12/2017 - 17:18
Last edited 24/12/2017 - 22:46 by 1 other user

Hey guys, just in a bit of a difficult situation at the moment and looking for some advice.

I ordered something online from a store a month ago and my payment went through. The next day they called and said it wasn't in stock but I could wait for it to be in stock then pick it up. I chased them up via online chat a few weeks later and they said it was actually ready to be picked up a week ago.

I called the store and they said I had already gone to pick it up. Apparently, someone else showed my ID and after a week of back and forth, they said to go to the police.

Are there any other paths I can take to get the product / get money back? Any advice appreciated, thanks.

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Comments

        • banzini on 24/12/2017 - 19:19
          +16

          Well they actually didnt go through the correct procedures to confirm ID, otherwise you would have your Nintendo.

        • garetz on 28/12/2017 - 02:40
          +1

          @banzini: or their procedures are shit and don't do anything to prevent this situation from occurring.

        • ozzpete on 28/12/2017 - 20:07
          +1

          Just do credit card chargeback.
          Also, Harvey Norman is a franchise, and some of the stores such as my local store at Warrawong, have very dihonest franchise owners who are dodgy and greedy asf.
          The head office of Harvey Norman would want to know about this. They might order your local store owner to do the right thing, as it is making all Harvey Norman businesses look bad.

  • cdaddy on 24/12/2017 - 11:53
    +8

    I'm always surprised when a retailer bends someone over and they come on here afraid to type the retailers name. Put the retailers full name in the title, that way it gets indexed in Google and finally retailers may actually start doing decent things.

  • AlanHB on 24/12/2017 - 14:14
    +4

    Put in a formal complaint to consumer affairs (or whatever your equivalent is in your state), CC in HN corporate at the same time. Pretty soon you'll be contacted by HN, offering to replace the product.

  • OzzyOzbourne on 24/12/2017 - 14:33
    +2

    So someone knew what you ordered, when and where to collect it and just happened to have your id too. Highly unlikely.

    Claim from your credit card or small claims court.

  • moof3212 on 24/12/2017 - 18:44
    +1

    There are many people out there with the same name. Maybe the store has another account with the same name and they contacted them by mistake. Ask if an email or message was sent out to say it was ready to collect and confirm details.

  • picklewizard on 24/12/2017 - 20:13
    +1

    How would someone else know that you had an order to pick something up, if they were going to commit fraud against you?

    They've mixed your order up with someone else.

  • whooah1979 on 24/12/2017 - 21:27

    Just initiate a chargeback. The retailer will then have the opportunity to provide evidence that they followed the correct procedure when completing this transaction.

  • Punda on 24/12/2017 - 22:34

    Just take all correspondence to the police, PayPal and fair trading. What are you waiting for? There's too many questions about this story.

  • Goldberg on 24/12/2017 - 22:45
    +2

    Ok so you need proof that Harvey Norman followed their own procedures:

    Below pertains to click and collect orders from HN website —> https://www.harveynorman.com.au/shop-with-confidence

    What do I need to bring when I pick up my purchase?
    Please present the following:

    Your photo ID
    Your order confirmation number from Harvey Norman Online – the 10 digit number at the top of your ‘Order Confirmation’ email
    The credit card used for your purchase (excludes PayPal transaction)

    Are you telling me that’s besides having access to your drivers license they had order confirmation AND your credit card because these are supposedly mandatory?

    If this is legit good luck with it all. If it were me I’d be demanding a refund or the console and I would be extremely vocal about it, trust me they don’t want other customers overhearing these types of complaints

    • HappyXD on 24/12/2017 - 23:07
      +1

      You are 100% correct. I double they had the credit card which means they didn't follow their own procedure. thanks for bringing that to my attention.

  • Sage on 25/12/2017 - 07:42
    +2

    Harvey Norman are the worst, they lost my order too. Ended up with a refund at least.

  • nimnomnimy on 25/12/2017 - 08:46

    Report to police, get a report and then ask them for your switch or you do a credit card charge back. Simple as that, either you get your money or your switch

  • abently on 25/12/2017 - 09:10

    If they can't produce proof that you picked it up a week ago, then they either give you another one or a full refund.

    I very much doubt they will be able to…

    If they still refuse, call or pop into your state Consumer Affairs office. They will sort it out with a 2 minute phone call to the Store Manager.

  • Serenixia on 25/12/2017 - 10:12
    +2

    Haha for some reason, reading the OP's resulting responses, actions and decisions makes me agitated :/ Just step up buddy, confront HN… :/ if it doesn't work, charge back…so simple

  • dumvamp on 25/12/2017 - 15:11
    +8

    Having worked for the group before… Procedure is bullshit.
    1.Someone comes to counter and says they have an order quotes a name
    2. Cashier calls thru to salesman with the quoted name for collection (no proof of anything is required up till this point)
    3. Salesperson (who is only getting paid to serve new customers) brings up what he thinks he heard as the name and chucks it on the counter in front of "customer" with all the relevant information attached and visible
    4. Cashier (who doesn't get paid enuf to give a crap) confirms order as collected, says here you go, have a good day.
    5. Little light bulb goes off in "customers" head and they make off with the goods.

    Usually the customer sends in someone else to collect their actual order a few days later if that's what went down.

    Watched it happen for 10 years straight in store.

    Other method we had to deal with all the time was staff.
    See instead of paying multiple people to do all the different jobs, HN and their franchisees love to make money, can't do that with products any more so best place that can have some money shaved off is expenses… Let's make the minimum wage cashier do the receiving of the stock into the system too.

    3 things happen here…
    1. Staff member is good and just deals with it
    2. Staff member is sick of the crap and just does their job close enuf, crap falls thru cracks and recieved items are sometimes assigned to and given to wrong ppl
    3. Staff member hates their job and their cheapo bosses and just every once in a while tips of a mate or manages to make something disappear.

    The first situation and options 2 and 3 will pretty much always be the customers fault. You gotta prove you were screwed over. That's HNs take on it. That's how they are trained. Remember that they are not your friend and they are gonna protect themselves first.
    they will cover their own butt and even the loses, cos you can always sweet talk a rep for some cash, there is always free stock to move money around with, there are always items that can be returned and destroyed for warranty money.

    Demand your item or Demand your refund. They have already proven it was not you collecting the goods, because of this they have now made it their problem to correct. They must supply you with the money or the goods. They have been stolen from, not you. If your details have been taken too then that is a different matter, that is your problem to deal with, but the theft and the supply of goods is theirs.

    Ask for their manager and then in his presence call the cops and the ACCC, you'll be amazed how fast he will move to get things sorted for you. A negative news piece about local HN supporting identity theft in the local paper will do wonders as well.

  • kay dee on 25/12/2017 - 16:35
    +9

    I had a similar experience with Harvey Norman a few years back with a game pre-order (Collector's Edition).

    So a couple of months passed, and it was a couple of days until the official released date, and I was a bit worried cause I hadn't received any emails in regards to the shipping of my pre-order. So hopped on Live Chat to question it, and was told that "pre-order" games usually ship out on release date and that I should get an email with the shipping info the day before. Was a little bummed about this fact, since I usually pre-order games from either EB/JB and they ship out pre-orders a day or two before so you could actually play it on the official launch date, but oh well nothing I could do about it.

    So launch date came around… still no email. So once again, I hopped back on Live Chat, and was told my game had been shipped and that the shipping confirmation email may have gone into my "spam folder", the rep assured me I should get the game within the next few days and that he would re-send the email with the tracking info for me.

    Couple of days passes and still no game and no email, by the fourth day I hop back on Live Chat and to my absolute frustration find out that I should've received my pre-order as the system as marked it as completed, and was told that if I wanted to further escalate I would have to directly contact the store which was responsible for fulfilling my order.

    So I called the store, and basically was told the same thing, that I should've received my game as there system shows my order being dispatched on the launch date and was marked as "complete", got pretty sick of this so I demanded that he tell which courier was used and to give me a tracking/consignment number, was then put on hold for what I remember was literally ages until they came back to me, and this time it was the store manager who finally admits that there was a mistake on their part in which they NEVER HAD THE STOCK to begin with.

    Their compensation? take the standard edition of the game and the difference in a form of a gift voucher or if I wanted a full refund I had to go through their online stores support since I made the order online. Other than those two options there was nothing else he could do for me since it was now impossible to get another copy of the collector's edition of the game I ordered. Neither of which was what I wanted, since now because of their screw up I missed out on a limited edition copy of the game.

    So I called through to their Corporate line and explain the whole situation (and actually the lady on the phone was extremely sympathetic with the situation lol) to which she tells me that she will escalate the matter with the local store and get back to me asap.

    2 days later, came home to the Collector's Edition of the Game I ordered =D lol.

    Oh.. that was a bit long, sorry.

    Anyways, the point I am trying to make is, like everyone else has said. Don't bother with the store anymore, go straight to corporate and explain your situation and say that you believe the store was careless with their ID check procedures and gave your item to the wrong person and is now refusing to further investigate the matter despite showing you no credible proof that it was you who picked up the order, hopefully you'll get someone who's "professional" and will actually escalate the issue with said store.

    But honestly though, if it was a product that you couldn't get anymore I could understand why you have dragged it out for a week (based on your OP), but for a Nintendo Switch? even if it's a bargain isn't worth the trouble, just initiate a Chargeback with your bank and be done with it.

    • HappyXD on 26/12/2017 - 01:02

      Thanks for the story, very insightful. I havnt dragged it out as many might think. They just dragged it out by saying they needed to get their security team to look at it etc. And then I'm out of nsw ATM so I can't do much in person ATM either so it's just unfortunate timing. How does one get a hold of their corporate line btw? Are you talking about their head office?

      • kay dee on 26/12/2017 - 08:29

        Yeah I just called up the number that was listed on their website. I should've of been more clear though, my intentions when I called was actually just to get a full refund, it just so happened that (like I mentioned) the lady on the other end was very sympathetic with me and escalated the matter.

        Although I still think (as many others seems to as well) you should just call your bank and do a chargeback. I mean even if you did get them to escalate the issue, it could take weeks before you find out whether they will take responsibility or not.. is getting a $370 Switch that important?

        P.S: https://www.ozbargain.com.au/node/351724

  • ipiok on 25/12/2017 - 19:33

    I'm guessing someone has gone it on a whim and said they paid for the item online and the employee hasn't asked for proper identification. Unless someone has committed identity fraud and also has access to your computer / emails, there is no way they could know you made the purchase.

  • kaleidoscope on 25/12/2017 - 21:26
    +3

    Harvey Norman did something dodgy thing to me as well. Although this is bit different experience from yours. I ordered a game online and got an order ready email then half hour later store assistant called me to say its not ready and he’ll call me in 2 days to confirm. I waited for 3 days and since there was no message i rang them up to check on the status and explained the situation. The person who picked up confirmed its ready to pick up. When i went there later that day to pick up it wasnt there. Not that anyone had picked up but stock wasnt there. Finally one of the store guys gave a copy of the game which I’m pretty sure he swapped it with someone else’s… I was dumbfounded because I saw half the action of what he did, I tried to question him but he rushed to avoid answering.

  • cockneylondoner on 25/12/2017 - 21:51
    -4

    This seems too far fetched as to be laughable. So many things don't add up. This isn't an early 'April Fools' prank, is it?
    On one side we have a customer saying that he told a supplier not to give a refund but to retain the money until the item came back into stock then took weeks to chase up his order and on the other a supplier who may or may not have given the buyer a confirmation of his order (it's not clear) and then handed the item to 'a chancer' (who wouldn't have known what store to go to let alone what to collect) without proof of purchase and, who apparently, must have shown some form of a false i.d. and given a false signature.
    If all of the above were true, anyone with an once of sense would have immediately advised the credit card company of the problem and, if necessary, asked the supplier for their proof that full security issues had been carried out and an explanation as to why it had seemingly failed.

  • Ryxxi on 25/12/2017 - 22:50
    +1

    I had a similar issue with AU post. The online tracking, my SMS and Email said that my Item is awaiting collection 5-10min before I got to the post office, yet the guys told me it wasn't there. He didn't even look for it. So I was going home and checking my online tracking and sms and found out the item was there. Went back and asked why he woudnt give me my parcel and asked him if he was going to steal it. He kept arguing and saying why I didn't show him online tracking to him. I asked him to give me my parcel and he just woudnt. I told him I'd call the police and he just laughed at me and said go ahead do what ever you want I am not giving it to you.

    I went to the station and the police refused to help , they were like its between me and AU post. I had to call AU post and make a complaint about this and the guy harassing me instead of giving me something that belongs to me. I got a call from the store manager an hour later saying they found it and I can pick up..

    So good luck. You can always do a chargeback if you don't want to put up with dicks.

    • citybargainhunter on 27/12/2017 - 12:55
      +1

      So did you actually show the post office employee your SMS/Email or online tracking number?

  • OzJD on 26/12/2017 - 10:53
    +2

    I've had HN give me the wrong item (Nintendo, when I had paid for $3 Vodafone SIM) - I noticed immediately and corrected it. This is without any ID. Onus is on them to sort the issue out, I'd try the manager who probably wont help you, then contact head office, who probably will help.

    If all else fails, do a charge back.

    • Wallyt99 on 27/12/2017 - 20:19
      +1

      They gave you a Nintendo when you went to click and collect a $3 sim???!

      • OzJD on 28/12/2017 - 07:33

        Exactly.

  • apu on 26/12/2017 - 13:18
    +1

    So interesting. I went to HN last week to pick up my new iPhone 256 gig following the rainchecked Optus deal. I showed them an e-receipt for about 1 second on my phone and that was it. Walked out with the new $1329 handset a minute later, no ID check or anything. Experience really surprised me, given the value and resaleabilty of the goods.

  • ronnknee on 26/12/2017 - 14:51

    Which Harvey Norman store? Name and shame.

  • [Deactivated] on 26/12/2017 - 16:21
    +1

    Go the Police and report Harvey Norman for theft, they insist after all.

  • Quantumcat on 26/12/2017 - 16:53

    Any resolution? Whoever was expecting a Switch for Xmas must be upset

  • Omitsukasa on 26/12/2017 - 18:57
    +2

    OP needs to push harder for answers and evidence, not merely "oh, they said this despite showing no evidence and i just left it at that."
    That's why reading op's responses is so frustrating. If you're not ok to confront, forget about the product and just get a credit card charge back.

  • Dack Smith on 26/12/2017 - 20:12

    So did they ID the person seen on CCTV collecting your goods ?

    That person is probably out there stealing other people’s orders right now

  • El Grande on 27/12/2017 - 01:02

    How hard is it to print a copy of the receipt. Place the ID next to the receipt on the photocopier and print a page. Get the customer to sign along with, "goods received in full". Give the original receipt to the customer. We have 1/5 complain about taking a copy of their licence but we never had this problem. If more people did it, we would get less flack for being paranoid.

  • OverlyWittyUsername on 27/12/2017 - 04:25

    If somebody went to the store with a legitimate enough looking ID and the store could prove this then I'd have to say its identity theft/fraud and it's the OP's problem to take up with the police.

    If the store failed to follow their own procedures or adequately identify the person picking it up then it's a store problem.

    Remember they don't know him from Adam and if a believable drivers licensed was produced with the order number they have to take it as legit or they'd have to do Guantanamo style interrogation of all their click and collect customers!

    Of course it's a little strange someone would go to the trouble of creating a believable drivers license and only using it to fraudulently collect sonebodies gaming console.

  • MakkhiChoos on 27/12/2017 - 09:17

    Hey there
    Last time I click and collected from HN, they photocopied my DL and kept for records. Not sure if it's done at all stores and I thought it was a bit intrusive but now I see why.
    Anyways, you may want to check if they kept a copy of ID for records and ask to view along with CCTV.

  • AlanHB on 27/12/2017 - 10:15
    +1

    I'm pretty surprised this issue hasn't been resolved yet - everyone's given the correct answer (ie. Contact HN corporate), and this would have resolved the issue very, very quickly.

    @HappyXD - do you actually want to resolve this issue? Why haven't you contacted corporate yet?

    • Marty131 on 27/12/2017 - 13:50

      Would they be open over the Christmas break?

      • AlanHB on 27/12/2017 - 16:46

        Issue started on 22 Dec, it's now the 27th. I reckon someone in corporate would be there every day, except Christmas to ensure that the stores ran smoothly over their highest retail time of the year.

        Even if they weren't (which would be very strange), there is no proof that TS has done anything, including calling corporate.

        • HappyXD on 28/12/2017 - 16:33

          What counts as HN corporate?

        • AlanHB on 28/12/2017 - 21:25

          @HappyXD: A person in a position of management who is not a member of staff in the store.

  • therooftop on 27/12/2017 - 11:29
    +2

    Hardly Normal.

  • releasethekr4cken on 27/12/2017 - 13:04
    +4

    I had a similar situation at EB Games, I preordered and paid for a game in full. I had the docket on my fridge, then one day I realised that they should have called me regarding my game as it had been released. I called them and said "hey its releasethekr4cken, I am wondering if my preorder is in" "yeah mate you came and collected it yesterday" I had not. I called my partner and asked her if she had collected it for me, nope, she had not. Called back "dudes, this is redonk, did you ask them to show the reciept or anything?" "no they showed photo ID (drivers license)" me "wtf?".

    Rolled into store with docket and ID, "dudes, here is my proof of purchase and my ID", "sure thing sir is your number 04XX XXX XXX?" "No you bell end my number is 040 my god", the receipt had someone else's phone number on it. I called the number and got a messagebank "hello this is releasethekr4cken please leave a message beeeep"

    Turns out a new releasethekr4cken had moved to town, also purchased from EB games, when I preordered they set the account to this new releasethekr4cken guy, called him he's gone sweet free game, and come in and collected my game.

    They gave me a free game for the inconvenience, but ultimately we were both to blame. A friend of a friend knew this other releasethekr4cken guy and I told him to tell him he was a POS for collecting my game knowing full well that there had been a stuff up. I doubt the message got passed on but I felt like a tough guy, the game was Assassins Creed III the old colonial one where you play as Kenway and Connor. Anyways joke was on me, game sucked.

    • cantoangel on 28/12/2017 - 07:27

      Wait why was the blame on you? Eb games (and their offshoot of zing) have a NN pretty terrible computer system

      • releasethekr4cken on 28/12/2017 - 11:57

        I mean, I could have checked the receipt, it said my name, but the mobile contact wasn't mine. I think when I ordered they should have seen that there were two of us and clarified. I just learnt from it and check all my instore details from now on. Im not saying it was all my fault, but there are steps I could have taken to prevent it.

  • sendoor on 27/12/2017 - 13:24
    +6

    Almost same thing happened to me 2 years back.
    I ordered Philips air fryer and got email said it is in back order. They will respond as soon as they get the stock back.
    After a week when I visited to the store, they had stock. I asked them that can I collect it. When I show the order number they said it has been picked up.

    I asked how can, since I haven’t received the email to collect the item. She mentioned that I have to contact police.

    But I said I don’t need to since I did not received the email. Also if I need to I have to complain about HN not for anyone else.
    I lodge the complaint at consumer affairs Vic and got the item next day.

    • AlanHB on 27/12/2017 - 16:47
      +1

      You did exactly the right thing. Nice work :)

  • BoomTetrisForJeff on 27/12/2017 - 15:40
    +1

    i picked up my telstra 4G wifi usb dongle yesterday at harvey norman. they didnt check my ID, only asked for my name

  • BumbaT on 27/12/2017 - 16:45

    Pretty awesome scam op, you might get your second nintendo switch soon.

    • Wallyt99 on 27/12/2017 - 20:24
      +2

      Rubbish. Its clearly staff sending in mates to collect high value items.

  • sleepyowl on 27/12/2017 - 21:07
    +5

    HN are the dodgiest group I've ever dealt with. I have sworn to never enter or deal with them ever again. I remember when I received dodgy speakers off them, so I went back to the store. They told me it is not their responsibility to ship it off so I had two options, they could do "me a favour" and send the item off for repairs, they said this will take 3 months and it is likely the company won't repair it. My second option was to take "store credit for the device if I buy something today". After arguing with the staff for an hour I decided I would just take the damn store credit. The manager then comes up to me and says we don't do store credits. Completely useless bunch honestly. In the end we argued until I spoke about consumer law, finally got the refund and I have sworn off HN since. This was HN Liverpool, their home entertainment staff are possibly the worst reps I have dealt with in my entire life, hell I worked for retail and I have never blatantly lied to a customers face like them.

  • releasethekr4cken on 28/12/2017 - 11:55
    +2

    What was the result of this?

    • HappyXD on 28/12/2017 - 16:41

      I will update the thread if anything interesting happens.

  • [Deactivated] on 28/12/2017 - 13:17
    +3

    Harvey Norman has misled you on your consumer rights by claiming they have no obligation to ensure the correct customer receives the goods. This is entirely their obligation and is not an issue for you to deal with.

    Harvey Normans is legally obligated to provide you with the goods you ordered.

    Harvey Norman may then wish to report any alleged fraud to the police, including copies of any signed papers, evidence of ID shown and CCTV footage. This isn't your issue to deal with - it's theirs.

    I recommend you submit a complaint to ACCC as Harvey Norman has quite the reputation of mislesding consumers of their rights and ACCC is comes down quite hard with their punishments for these kind of issues.

    To summarize:

    1. Explain to the manager you (the consumer) haven't received the goods and as such Harvey Norman hasn't met their legal obligation under consumer law. Explain that Harvey Norman is free to report any alleged fraud, though you are still entitled to the goods you paid for and the issue is one for Harvey Norman to resolve rather than yourself.

    2. Report it to ACCC. Don't mention the alleged fraud, rather just explain that Harvey Norman claimed it's not their obligation to ensure you receive what you pay for.

    • 4rd on 28/12/2017 - 15:50

      Agree, In addition, if there is suspicion of some inside job at store then doesn't make sense to only keep pressing the store in question as same staff may be intentionally road-blocking. Contact HN HQ and customer relations or PR as they have a vested interest in protecting their franchise image and brand, they can put pressure on franchisee, or if store is fully owned by HN at least investigate as there may potentially be other customer's impacted.

      • [Deactivated] on 28/12/2017 - 16:10
        +2

        OP shouldn't be worrying about dealing with the fraud, that's Harvey Normans job. He simply needs to worry about getting his product + ensuring Harvey Norman doesn't mislead others of their consumer rights. Rest shouldn't be his problem, so no point him making it his problem imo. No point even reporting it to HQ, isn't worth getting involved. Once Harvey Norman is taking a heavy loss from having to take the cost of the stolen products themselves (rather than the consumer being out of pocket) they'll sort the fraud out themselves.

    • HappyXD on 28/12/2017 - 16:37

      I have contacted their head office before( I don't know if that's HN corporate) but I explained my situation and the only thing she said was oh it's an online order? Let me transfer you. Lul

      And all I get is they aren't allowed to release information pertaining to Id checks as they don't know if I'm the one who's the"fraud". Since its my id that may have been stolen I'll have to start the police investigation etc. pretty sure she's just giving me by the book responses anyway.

      • [Deactivated] on 28/12/2017 - 17:40
        +3

        As mentioned, if Harvey Norman was the victim of criminal activity or not isn't your concern - that's their concern. Don't get involved with that, you'll just get sent in circles.

        Stick with consumer law. You paid for the product and didn't receive it. They're obligated to provide you the product.

        If they believe they have provided it, it's their responsibility to prove this beyond reasonable doubt.

      • anzacpaul on 28/12/2017 - 19:57
        +2

        You're being way too soft with them, by the sounds of things.

        It is not your problem if HN have been ripped off by someone, you need to make this clear to them.

        You paid for an item that you have not received, and it is their responsibility to either give you the item, or refund your money. Either go into the store and sort it out properly, or ring head office again, and ask to speak to the persons manager, and then again, and then again if you need to. Keep escalating. Make it clear Harvey Norman are the ones ripping you off.

        Also, if you don't get the answer you want, ask for the person's full name and their position at the company. This works wonders. People's attitudes change very quickly when there's a chance they might get in trouble for it.

        • HappyXD on 29/12/2017 - 10:48

          Hmm alrite, I'll give them some more calls. Thanks.

        • anzacpaul on 29/12/2017 - 12:58

          @HappyXD:

          Good stuff. Make it clear that you have not been ripped off, they have. You have given HN money for a product, and you have not received said product.

      • AlanHB on 28/12/2017 - 21:26
        +1

        It seems like you don't really want to fix your situation.

      • kay dee on 28/12/2017 - 22:15
        +1

        Credit where it's due though, the fact that you've been so calm about it all (at least from your responses) and patient enough to actually allow this situation between you and Harvey Norman to drag on for this long is worth mentioning.

        Honestly though, it's time just to just give up with Harvey Norman and as almost everyone has already mentioned.. countless times, either contact the ACCC or your bank for a chargeback. Both of these entities will have more than enough resources to force Harvey Norman to prove that it was actually you that received the goods you paid for.

        Let these guys do the confrontation for you and enjoy your holidays, knowing that unless the "other" person, looks like you, has the same name and signature as you, you'll get your money back in less time than you've already wasted dealing with Harvey Norman yourself.

        • HappyXD on 29/12/2017 - 10:42

          Haha thanks. I wouldn't say calm but I've done mostly what I can. I contacted accc a ages ago and I've called HN numerous times. I just know that the accc take a while to actually do something so not much I can do until they call But even then if for some reason they can't do something about it I'll just go to bank. Thanks for the input!

        • AlanHB on 01/01/2018 - 11:06

          @HappyXD: Uh huh.

          Have you:

          • lodged a complaint your state's Fair trading and CC'd HN in?
          • complained on their FB?
          • talked to HN corporate?

          The claim that you've "done everything" is a bit of a stretch, particularly when you haven't done the most obvious, effective things.

  • apey2000 on 28/12/2017 - 23:41
    +3

    Considering this is a $300+ item you show no urgency at all!

    This has to be a troll…

  • hypie on 29/12/2017 - 07:49
    +1

    I'm sure it has been mentioned already, but from memory they are required to have a signature on pickup. They also should have witnessed ID, CCTV on completion (pickup time) of the order may prove that they have accidently given the item to the wrong customer. I find it hard to believe that this is fraud.

  • releasethekr4cken on 03/01/2018 - 09:40

    By now I would have walked into the store grabbed the items that I had already paid for and walked out showing my proof of purchase. When the police arrive at your house 4 weeks later show them the items, show them the docket and they will probably leave.

    Unless there some facts missing from the story. If not you have all you need to make "today tonight" salivate.

  • HappyXD on 21/02/2018 - 10:43
    +2

    UPDATE: It took a while but a bank chargeback finally came through. Just some things to note. The ACCC and fair trade could not help since they dont actually have any power to do anything according to them and its HNs word against mine. So they suggested I go to tribunals.

    I would not suggest going to the Harvey Norman Gordon (or any for that matter). It was concluded by the police that the store did not actually have any evidence that they checked ID. Just hearsay (their word against mine). Despite me asking numerous times to show the evidence, the store manager said he will only reveal it to the police. So I dunno, I was purposely misled? The whole time when I was trying to contact various departments managers (including the head office), I was told there was nothing that could be done for me and that I should just follow what the store has told me to do, despite me telling them that the store had no evidence. The main piece of evidence they had for me was CCTV capture of someone getting the item that wasn't me. So even then that supports my case.

    In the end I bought a switch for like $350AUD in another country so it worked out well in the end.

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