Issue with Harvey Norman Online Order - Parcel Shipped Notification Received but Item Was Never Shipped (No Tracking Number)

Question on 07/10/2018 - 11:27
Last edited 08/10/2018 - 09:25 by 1 other user

Cliff notes

Ordered item, couldn't get tracking number for a week, finally told that there is no tracking number because the couriers forgot to pick it up and the store somehow did not realise this even after a week of trying to get a tracking number from them. The parcel just sat there for a week and the store had no idea.

Full version

I ordered an item more than a week ago from Harvey Norman, and received an email stating that it had been shipped a week ago. When I was making the order, I requested via live chat for the store to email me a tracking number. This never happened.

I spent the last week trying to get a tracking number, and their live chat team constantly assured me that they would contact the store and email it to me. Again, this never happened.

It was only on Friday evening that I finally managed to get in touch with a manager who said he would leave a note for the manager to help me follow up on the case the next morning and get me the tracking number, as the store was currently closed.

Surprise, surprise…HN doesn't contact me the next morning, and when I get on live chat again after 10 am, they clearly had no idea that they were supposed to follow up on this case…because they had to put me on hold for 10 minutes so that a team leader could call the store and ask for the tracking number.

Except that…the store has no idea what the tracking number is…but promised to email it to me by mid day. I was further told that the team leader would check with the store to make sure that they email me the tracking number by mid day.

Of course, that never happened either, and when I got on live chat again, all I got was another confused agent who had no idea what was going on but promised to leave messages for the people on duty the next morning to check.

And again, the next morning, all I got was another confused agent…which meant that no messages were left for them, or nobody bothered to read them.

After half an hour with the confused agent, I got in touch with a supervisor who finally confirmed that the item was never shipped in the first place because the couriers forgot to pick it up. So for a week the store had been getting requests for a tracking number…and instead of checking for one and realising "hey, we don't have the tracking number because the item was never shipped"…the store…apparently did nothing…and the parcel just sat there…

Oh and this also means that the "your order has been shipped" email that I received was obviously fradulent. And some people think that brick and mortar stores are more trustworthy than ebay stores LOL.

And throughout this entire week, I requested multiple times to be contacted via email because the mobile phone reception here is extremely bad and I often cannot receive calls…and then HN customer service tries to contact me via phone anyway. Just…why? Sending an email is not hard? And instead of going "maybe we should send the customer an email since we cannot reach him via phone"…they don't. Somehow the idea just never occured to them.

The fact that a large company like Harvey Norman doesn't have IT systems in place to let them check for a tracking number or even figure out which courier company is in charge of an order is very, very surprising. From what I was told, each store has their own shipping practices and there are no standard process, and the main customer service team has no idea what courier company is used by a particular store because that information is not stored in their system…

I mean, okay, if this was some small home business, something like this might happen but it's inexcusable for such a large company to be so disorganized…

Little wonder that I often see people refer to Harvey Norman with names like "Hardly Normal"…

General Discussion

Related Stores

Harvey Norman
Harvey Norman

Comments

  • holdenmg on 07/10/2018 - 11:38
    +48

    I'm h̶a̶r̶v̶e̶y hardly surprised.

    • dufflover on 07/10/2018 - 18:21

      I found it funny they'd try and fight they negative nickname with their "hardly normal sale" ad. Doesn't work if the prices don't actually change :P

    • HerpinDerp on 07/10/2018 - 18:49
      -2

      That's Harvdley Normal

  • Savas on 07/10/2018 - 11:39
    +32

    thank you for the very meaningful post

  • boomramada on 07/10/2018 - 11:41
    +8

    Ship happens :)

    • John Kimble on 07/10/2018 - 13:04
      +6

      Um, did you read the post? It doesn't happen!

      • gimli on 07/10/2018 - 16:39
        +2

        I did think they would have had enough time yet to read the whole post!

    • Desert Rainbow on 07/10/2018 - 20:21

      No Ship never happened !!!

  • hikaru78 on 07/10/2018 - 11:44
    +37

    stopped shopping at harvey norman when they refused to refund an ebook reader i bought on clearance.
    It was returned stock. Not marked as used
    They said i should have known it was used because it was reduced…

    Only got a return after i asked them for a copy of their second hand dealers license

    • Question on 07/10/2018 - 12:01
      +6

      The impression that I got was that the stores bsaically do their own thing and it's very much a "your mileage may vary" matter…they don't seem to have unified processes like most other companies of the same scale.

      • Ughhh on 07/10/2018 - 12:26
        +4

        Afaik some harvey norman stores are franchises, hence why theyre not exactly Unified.

        • Question on 07/10/2018 - 12:37
          +2

          Sure, but franchises usually have to follow the same processes. I mean, look at subway and dominos.

          • resubaehtgnolhcs on 07/10/2018 - 12:50
            +1

            @Question: Yes, they do have to follow processes as a franchise, but these processes may not extend to who they ship with or what courier company they use. As long as it looks, smells and tastes like a hardly normal store than the franchise has done its job.

          • Ughhh on 07/10/2018 - 13:43
            +1

            @Question: I highly doubt if you had a problem with a pizza /subway from one franchise store, another store would just give you a refund.

            "same process" only goes so far realistically

            • Question on 08/10/2018 - 01:59

              @Ughhh: Uh…we are talking about processes here, not refunds. Like…every dominos store has the same processes for accepting orders , making the pizzas and delivering them…franchises dont get to decide they want to have totally different processes for that.

        • geech on 07/10/2018 - 21:23
          +1

          Not only are some stores seperate franchises, but some are multiple franchises.

          My local HN is actually at least 3 different owners - furniture, electrical and flooring are all completely seperate from one another. They all have different POS systems, different ABN’s and if you’re using an interest free promo that has a minimum spend you need to reach the spend amount at the same sub-store

          • Question on 08/10/2018 - 01:59

            @geech: That sounds like a logistical nightmare really.

      • subywagon on 07/10/2018 - 21:40
        +5

        I think they are still not properly prepared for online sales and rely mostly on baby boomers who don't have a clue and actually walk into the store to be ripped off and upsold to. I stopped going to Harvey Norman years ago as the sales people are desperate and creepy, they stalk you like fresh meat. I hate being hard sold to. Now I don't shop there out of principle.

        • BartholemewH on 08/10/2018 - 07:22

          Exactly. During their 'massive computer whatever sale' yesterday they tried to sell my FIL a discounted computer at RRP. He rang me and I told him the same machine was $500 cheaper in August. At HN.

    • Zachary on 07/10/2018 - 13:44

      …you don't need a second hand dealers licence to sell things second hand…….

      • terrys on 08/10/2018 - 07:58

        Not privately…

      • r2160 on 08/10/2018 - 08:24
        +1

        You do when you are a commercial entity

        • Zachary on 09/10/2018 - 00:13

          …oh so I could go to cash converters and ask for their second hand dealers licence and they would show it to me then?

          • smartazz104 on 09/10/2018 - 07:10
            +1

            @Zachary: Try it.

            • Zachary on 09/10/2018 - 15:38

              @smartazz104: I will try it actually, the next time I go to cash converters, whenever that will be…

          • ol mate on 09/10/2018 - 07:13

            @Zachary: Yes. EB and JB have them too.

            • Zachary on 09/10/2018 - 15:39

              @ol mate: Oh? I should also ask them too…..and maybe even take a picture of it for proof….

    • GregMonarch on 08/10/2018 - 02:26
      +13

      Stopped buying from HN when the greedy loudmouth lobbied government to take money out of my wallet on every package from overseas when none of the items I purchase there are available here - and - drove Amazon US to abandon Australia to boot, so I cannot even buy spare parts any longer for items from the USA I already own.

      No matter how much cheaper something is at HN, I'll never purchase anything from there again.

      • subywagon on 08/10/2018 - 13:38
        +1

        Same here. I won't even buy from him on the rare occasion when something is cheaper now. He can get stuffed.

  • Ughhh on 07/10/2018 - 11:46
    +3

    Why go through the middle man at live chat. Just go straight to the source for direct answers? Ask for "update on order as it's been a while" , rather than just tracking number as it may lead to them thinking it's been sent but they don't know how to find it.

    • Question on 07/10/2018 - 11:51
      +1

      Because half the time, stores (not HN specifically, stores in general) try to pass the buck by telling you to go back to the online team. Also, I wanted actual records of everything, instead of the usual "we have no idea what was said in that particular phone call" or "we are not sure who the team member in that call is".

      • ronnknee on 07/10/2018 - 12:04
        -1

        You got your actual records. What difference did it make?

        • Question on 07/10/2018 - 12:05
          +1

          I actually got told that there was no tracking number instead of "we have no idea who you spoke with".

          • Scrooge McDuck on 07/10/2018 - 13:24
            +2

            @Question: You should record all your conversations with businesses, especially financial institutions, it's the only way to hold them to account. Download a recording app on your phone.

            As soon as you start getting stuffed around, ask to speak to a supervisor. If they can't help you, ask to speak to their supervisor, and so on and so forth. Do not accept a callback. Demand that they follow up the issue now since you've already been stuffed around.

            You should always remain polite but communicate assertively, this ensures that they take you seriously. You should also threaten to organise a charge back and contact the ombudsman/fair trading/etc if your demands aren't met by your deadline.

            • niro on 07/10/2018 - 14:26
              -6

              @Scrooge McDuck: Terrible idea, there are laws depending on state that prevent you from doing this (because it's illegal). If you do, you need to check your state laws and ALWAYS say you are doing it.

              https://www.lifehacker.com.au/2015/09/is-it-legal-to-record-…

              • Scrooge McDuck on 07/10/2018 - 14:47

                @niro: From your own link:

                Currently, it is not strictly illegal to record private phone conversations without consent in Victoria, Queensland or the Northern Territory.

                In the ACT, NSW, South Australia, Tasmania and Western Australia, the rules are much stricter.

                It is indeed lawful to record your conversations in NSW.

                Section 7(3)(b) of the Surveillance Devices Act of 2007 (NSW) states that the prohibition on the use of a listening device does not apply if:

                (b) a principal party to the conversation consents to the listening device being so used and the recording of the conversation:

                (i) is reasonably necessary for the protection of the lawful interests of that principal party, or

                (ii) is not made for the purpose of communicating or publishing the conversation, or a report of the conversation, to persons who are not parties to the conversation.

                You are a principal party to the conversation, you consent to it and it is made to protect your interests which are not unlawful. Therefore it is lawful to record your conversations.

                Please refer to actual legislation before giving others legal advice.

                Everyone should refer to the laws in their own state, but I'd be very surprised if this situation was different in others.

                • follow on 07/10/2018 - 14:54
                  +4

                  @Scrooge McDuck: "this call may be recorded for quality purposes"

                  • resubaehtgnolhcs on 07/10/2018 - 16:57
                    +1

                    @follow: ^^^ This! Just tell them you are recording the conversation - you don't have to be covert about it, you're not a spy …. The laws are more about covert recordings …

                    • Scrooge McDuck on 07/10/2018 - 17:44
                      +1

                      @resubaehtgnolhcs:

                      The laws are more about covert recordings …

                      I've quoted the exact legislation which applies to this in NSW.

                      There's no need to inform anyone that you're recording a conversation that you're a part of. It may be beneficial however, to tell them and then play back an excerpt to them.

                      I did this with Allianz when they were trying to push me over. After a few moments of silence, their tone changed to a much more humble one.

            • subywagon on 08/10/2018 - 13:41

              @Scrooge McDuck:

              You should record all your conversations with businesses, especially financial institutions, it's the only way to hold them to account. Download a recording app on your phone.

              I don't think it's legal to record unless you have their permission, and I bet they will say they are not allowed or something similar to cover their arses. This is why I always insist on email as the principle form of communication, so that there is a good record. Often businesses will still call though which is annoying as they did to O.P.

              • Scrooge McDuck on 08/10/2018 - 15:43

                @subywagon:

                I don't think it's legal to record unless you have their permission,

                What makes you think that?

                • subywagon on 08/10/2018 - 16:22

                  @Scrooge McDuck:

                  What makes you think that?

                  I typed my reply before you posted the legislation. Prior to 2007 was it illegal? As I was sure I've read that it was once illegal to record without the others knowledge.

                  • Scrooge McDuck on 08/10/2018 - 19:14

                    @subywagon:

                    I typed my reply before you posted the legislation.

                    My post predates yours by 23 hours.

                    Prior to 2007 was it illegal?

                    I don't know for sure but I presume not. The act prohibits conduct with specified exemptions. So unless it was prohibited by previous legislation which was repealed, no.

                    Everything is lawful unless it is deemed unlawful by legislation.

                    As I was sure I've read that it was once illegal to record without the others knowledge.

                    Not all written sources are credible.

                    • subywagon on 08/10/2018 - 20:55

                      @Scrooge McDuck:

                      My post predates yours by 23 hours.

                      Cool, no worries. I haven't had much sleep last few days and didn't realise. I only saw the top post I replied to.

                      Not all written sources are credible.

                      I'm pretty sure I read it in legislation during a court case many years ago, prior to 2007 not just a random article. Regardless, looks as though you can now legally record people without their knowledge.

                      • Scrooge McDuck on 08/10/2018 - 21:16
                        +1

                        @subywagon: The "spirit" of the law is to prohibit the use of a listening device to eavesdrop, blackmail, etc.

                        Keeping a record of your own conversation is fine.

  • [Deactivated] on 07/10/2018 - 12:06
    +1

    The original HN business model did not involve online sales and shipping. They were very late to the game when they decided to go down the online path and when they finally did it was very poorly executed. I am not surprised to hear your story. It appears to be a very typical HN experience.

    • Question on 07/10/2018 - 12:15

      Even if that was the case…it's just their customer service was very disorganized. I mean, it could easily have gone like this :

      Day 1 : I ask for the tracking number. Their customer service contacts the store. The store checks, and realises they don't have the tracking number because the item was never picked up by the courier.

      An entire week of stalling was completely unnecessary…

      • Scrooge McDuck on 07/10/2018 - 13:28
        +4

        Most people are idiots. So when you deal with an organisation with many people who have to communicate with each other, they often cock it up.

        • resisting the urge on 07/10/2018 - 14:17
          +1

          And when an organisation is run by, or full of 1410t5, your purchase may see you bleeding bile.

          To get inventory and delivery right (let alone sames and marketing) requires a lot of checks and balances. If a store runs old school, it's people make sure you get what you order.

          If automated, automated processes verify things will happen, and do. And if it doesn't, alerts and other things occur to ensure it is followed up and is made to happen before the customer will think to follow an order up.

          Luddite proprietors can achieve neither reality. Their imagination so limits their investment in people and technology that they are incapable of moving any faster than the herd. Even when they come to the game late and invest massively, which HN cannot, because he thinks his mates will forever change the retail landscape to favour his business.

          Reality aside, why anyone would buy anything from someone like HN has always escaped me, his adverts are the marketing equivalent than XXXX, Fosters, Colorbond fencing, Hills hoists and cork-rimmed hats- just louder and more menacing.

    • [Deactivated] on 08/10/2018 - 11:20

      I recently tried using HN's online system for ordering a new phone that was 'in stock' at a store 2.5km away from me; placed the order, but never received a follow-up tax invoice or notification that day, so checked and the phone was now 'out of stock'. Checked the next day, same thing, and the price had gone up from 299 to 349. As I needed the phone ASAP, I went through chat and cancelled the order - which I admit was a reasonable experience - however I still received a follow-up email and phone call telling me they were ordering the phone in and I'd get it in about a week's time (which is ridiculous, as they still had them 'in stock' at other stores here in Adelaide). Seems to me their stock system is to some degree manually run, otherwise it shouldn't have been possible to order something that wasn't available.

      Anyway, ended up going to Officeworks and buying the same phone for the original lower price. I wouldn't bother with HN again until they can improve their online ordering system / stock control.

  • locknuts on 07/10/2018 - 12:06
    +3

    I've always had positive experiences dealing with HN. I've never ordered from them online though. Walking into their stores is always a pleasant experience. I get served straight away and the staff are happy with me haggling. As a result I always end up with a good price.

    One time they sold me a faulty washing machine and sent out a replacement straight away. I was very pleased with my experience.

    Maybe they're just really behind when it comes to online shopping?

    • Question on 07/10/2018 - 12:15

      Even if that was the case…it's just their customer service was very disorganized. I mean, it could easily have gone like this :

      Day 1 : I ask for the tracking number. Their customer service contacts the store. The store checks, and realises they don't have the tracking number because the item was never picked up by the courier.

      An entire week of stalling was completely unnecessary…

      • resubaehtgnolhcs on 07/10/2018 - 12:52
        +1

        But unfortunately, for too many businesses, once a sale is made and they have your money, service goes out the window…

    • jjjaar on 07/10/2018 - 14:21

      I agree. Depending on what I’ve bought, the service is usually good. If I’m in the photo centre sometimes I’m ignored, but buying white goods, some staff members went above and beyond for me.

    • HangryCakeStore on 07/10/2018 - 18:35

      HN hates the online shopping, don't forget Harvey was the main push why we now are charged GST for ebay purchases that I found out you cant claim back, like Wtf - You can thank him for that

      • locknuts on 07/10/2018 - 19:17

        You can't claim the GST even if you're a business registered for GST? That doesn't sound right.

        • BartholemewH on 08/10/2018 - 07:31
          +1

          It's not right. Maybe they mean TRS.

  • Melb69 on 07/10/2018 - 12:07

    Did you actually finally get the item. Maybe they don't send with tracking as usually they would have it with the email. Some stores are still individually run. If it was coming from a particular store couldn't you have called the store with your order number.

    Live chat is generally useless for most sites as they answer generally questions about orders and processes.

    • Question on 07/10/2018 - 12:09

      Nope, still don't have the item. They claim it will be shipped tommorrow though. Anyone wanna take bets on whether it happens?

  • jace88 on 07/10/2018 - 12:12
    +2

    Out of interest what was the item?

      • jace88 on 07/10/2018 - 12:18

        Ok. Just curious if something small or something significant.

      • Melb69 on 07/10/2018 - 12:19

        Give us a clue. 20q?

  • Melb69 on 07/10/2018 - 12:16

    Gerry has never been a fan of online sales. He pushed for the 10%GST on online purchases from overseas up to value of $1000. He's just spent a bomb on a flag ship BM superstore. Physical shopping is dead. Why would you go to a shop when you can do it all at home and have it delivered at a cheaper prices. He needs to get his online thing working properly before its too late.

    At one stage he was selling games and DVDs from Ireland online.

    HN are good if there are some sales items that you particularly want. Never had good price matching experience.

    • Yummy on 07/10/2018 - 14:58

      Rumour says that he dont pay tax for selling those games/dvds.

  • Melb69 on 07/10/2018 - 12:42

    Just went onto the HM site. Online chat. Asked if they could price match. Wont price match ebay store seller. Then send them the stores website link which has the same price as the ebay listing. Could price match +$1 and not including postage.

  • johninmelb on 07/10/2018 - 12:45
    +5

    And again I ask, WHY DO PEOPLE SHOP WITH HARVEY NORMAN???????

    We need to put this guy out of business because of all the trouble he has caused us with the Harvey Norman Tax, and his belligerent attitude towards those of us who seek to save money, and buy products we want, not what he wants to sell.

    • ronnknee on 07/10/2018 - 13:02

      Amex statement credit stacked with price matching can actually make it worth shopping at HN sometimes.

      • locknuts on 07/10/2018 - 14:34

        Yeah that Nintendo Switch deal was great.

    • GourmetFoodie on 07/10/2018 - 13:48
      +2

      Hear hear!

      Even with Amex deals I will not shop there out of principle.

    • plmko on 07/10/2018 - 13:49

      I only shop where I get the best combination price/in-stock/convenience, I don't hold grudges on any retailer and simply don't give two damns about anyone else's lack of agency to find their own bargains whether it's with coupons or genuine haggling.

      So yes I will continue to shop at HN, especially on white goods/kitchen equipment.

    • Gotchas on 07/10/2018 - 13:52

      Price errors
      Vpay
      Apple products with Amex promos and price matches

      • Yummy on 07/10/2018 - 14:59

        Mainly price errors. :)

    • skywards on 07/10/2018 - 15:50
      +1

      So it’s better to shop at the good guys?

      • GaryQ on 08/10/2018 - 11:41

        Who are now owned by JB Hifi

    • Question on 08/10/2018 - 02:03

      They were the only store with the item i wanted to buy. Big W, Target, etc, didnt have anything similar. Other options like the good guys or ebay were generally more expensive or only had unbranded versions.

  • Venom on 07/10/2018 - 13:20
    +1

    Where is TLDR version?

    • [Deactivated] on 07/10/2018 - 13:30
      +1

      Online shopping at HN is bad

    • Yummy on 07/10/2018 - 15:01
      -3

      OMG HN iz haz BAD

  • Sage on 07/10/2018 - 13:30

    Same happened to me, never got the item and really got the run around for who to get in touch with. Eventually I got a refund but it wasn't worth the hassle.
    I think they claim to have items in stock only to have them specially ordered in from overseas.

  • Yummy on 07/10/2018 - 15:07

    Bought those greenish elcheapo-ripoff 3x dslr straps. Received only 2x.
    Went to chat and they said oops they will send the last one. Never arrive.

    Moral story is Gerry middle name is Ripoff/Greedy.

    Ps: Dont even bother using their webchat to fix your "problems". It is not for that.

    • Yummy on 07/10/2018 - 17:21
      +8

      Hi Gerry, is that you, you sneaky snake?

  • N1NJ4W4RR10R on 07/10/2018 - 16:57

    Isn't Harvey Norman just a glorified "Aussie" Kogan nowadays? Or is that another retailer?

    Anyways, don't buy from an "Aussie" store just because they're "Aussie", they're absolute rip offs just trying to take advantage of patriotism.

    As for brick and mortar. Yeah nah. The only reason I'd buy from them is because it's quicker to deal with damaged items and such thanks to no shipping, but that's not worth the extra money you'll have to spend IMO.

  • Godric on 07/10/2018 - 17:51

    For the love of Christ, Cliff Notes please

    • Question on 08/10/2018 - 01:57

      If you think this is bad, try reading a research journal that doesn't use paragraph spacing to save printing costs.

      Cliff notes : Ordered item, couldn't get tracking number for a week, finally told that there is no tracking number because the couriers forgot to pick it up and the store somehow did not realise this even after a week of trying to get a tracking number from them.

  • chumlee on 07/10/2018 - 18:05
    -3

    Did you waffle on like this on the phone?

  • dufflover on 07/10/2018 - 18:20

    Did you ever make any whinges on their public social media sites? These days that tends to be what gets you actual service in a reasonable time!
    I think it's pretty sad it's this way as "if it was me" (as a business) I'd rather try sorting out issues via the normal channels first, but observation tells me otherwise.

    • Question on 08/10/2018 - 02:03
      -1

      What do they have other than facebook?

  • edrooney on 07/10/2018 - 20:59

    Gerry Harvey is the devil.

  • Neptunesblood on 07/10/2018 - 22:46
    -8

    Who cares. First world problems and people who need to harden up.

  • captain fluffy on 07/10/2018 - 23:22

    Man I am so sorry. Thanks for posting your story though. Guess I'm boycotting them.

  • imahapyboy on 08/10/2018 - 06:19

    people make mistakes, its happened to any/all company

  • ShannonN on 08/10/2018 - 08:10
    -1

    I see OP constantly refers to online chat to solve the problem, maybe a phone call to a person actually in the particular store first and follow ups by phone nit chat would have helped?

    • toomuchdogfur on 08/10/2018 - 08:58
      +1

      From OP's post:

      And throughout this entire week, I requested multiple times to be contacted via email because the mobile phone reception here is extremely bad and I often cannot receive calls…

      I agree it would be best to chase the store by phone, but you'd hope all provided avenues of service would be at least somewhat competent…

      • ShannonN on 08/10/2018 - 15:14

        Just always think the chat ppl are interstate or O/S and really can't do anything but email or text the store. Like they are NOT going to ring a store for you, I also am in a shocking 4G reception area I have to go out in the driveway to answer calls as do the whole suburb yet their are towers within 2 klms

  • Micko179 on 08/10/2018 - 09:11
    -1

    Up Ship Creek? Let's hope lesson learned!!

    Note: Never EVER buy Gerry unless it's too good to be true deal! ALWAYS C&C OR buy INSTORE!

    GERRY is the reason we have GST on ALL eBay purchases so in my book he has to give me back that 10% + another 10%(minimum) for buying from him, otherwise I walk!!!

    • ShannonN on 08/10/2018 - 15:16
      -1

      Actually as they generally are a franchise you can get some deals. I found the local HN in maryborough great as in community involvement, donating to charities

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