Online purchase, store pick up, they've sold my TV

Ldutchcakes on 22/04/2017 - 16:08
Last edited 24/04/2017 - 10:53 by 1 other user

Hi All,

Purchased a TV on Harvey Norman Online in a sale (Hisense series 7 55inch 4k UHD) for $400 off rrp. Didn't choose the free delivery as I have very limited availability and am never home. So I chose a store that had stock, this store is quite far from me though (35-40 minute drive each way).

Purchased and paid 13th, got purchase and stock confirmation on the 15th. Went to collect it today.

Anyway, they didn't have my TV as they'd sold it to someone else. Now they're trying to organise another TV from another store… but can't deliver for another week. I am only free this Monday and not available for their delivery date.

Where do I stand from a consumer perspective? They keep saying there's nothing they can do… at this point it will be 2 months before I can find time to be home for a delivery.

Help!

Update: So got a delivery today in a private vehicle, looks like they may have gotten one of the store members to deliver it? Anyway, after many arguments over the phone, I got the product I paid for (nothing more, nothing less) and i'm happy with that.

Electrical & Electronics

Related Stores

Harvey Norman
Harvey Norman

closed Comments

  • Mrbean007 on 23/04/2017 - 09:25
    -6

    Get your money back plus your hour rate to pick up TV plus petrol wear and tear on your car fixed you paid for the TV so in all honesty that TV should of been on hold till you picked it up

    • HeWhoKnows on 23/04/2017 - 16:28
      -1

      What a load of crap.

      • Mrbean007 on 23/04/2017 - 16:56
        +1

        You must work at hv

        • Mrbean007 on 23/04/2017 - 16:56

          Double dipping gronks

    • imahapyboy on 24/04/2017 - 12:35

      who care about your hourly rate, take the money or wait for the stock to arrive

  • Artkin on 23/04/2017 - 09:26
    +3

    Spackbace had the answer. Not sure what the rest of the comments are for?

  • apple2016 on 23/04/2017 - 09:33
    +2

    The best thing you could do is stop doing business with Harvey Norman. If it was me I would have asked for an immeadite refund. While it's true I will be loosing a good deal I will never give my money to a business which doesn't provide reasonable customer service.

    • dutchcakes on 23/04/2017 - 21:57

      Gift cards… Didn't have a choice :/ But they sure as hell won't be getting my real money after this experience

  • Miss B on 23/04/2017 - 10:11
    +2

    You said you chose a Harvey Norman store that had stock. Is there one closer to you that didn't have stock? Have them send it there and pick it up at your convenience.

    I hope your HN staff aren't as dodgy as most of the ones around here. The ones around here would have deliberately sold it, even that day knowing you were going in, just to get their commission (probably at the pre $400 off or higher if they thought they could get it).

    Back when the Telstra sims were $10 they refused to sell them at that price. If you knew they were $10 they would say they were expired (go back in the next day and the honest staff members will sell you one and it's got 18 months on it, I learnt who to actually trust in the local store). If you didn't know they were $10, or didn't mention it, they would override the $10 price and put in $30.

    They won't put the prices on the shelf when there's a sale. They put the sale signs up, but will still charge full price if they can get away with it. I don't think they differ from other HN and maybe other stores, although I haven't personally experienced it anywhere but HN, but telling people they need the $200 powerboards and crap.

    If they didn't try to sell you a more expensive worse TV, they're probably not as bad as the ones around here. My online orders have gone pretty smoothly, so if there's something cheap and I can order online and pick up in store I do that, but it's only been little stuff. I won't shop in store.

    • HeWhoKnows on 23/04/2017 - 16:27

      I dont think so.

      • Miss B on 23/04/2017 - 19:56
        +1

        I guess I would have found it hard to believe if I hadn't seen some of the stuff they do myself. I'd honestly believe anything anyone said they did at these stores now though (Morwell and Traralgon). Watching as they changed the $10 price to $30 was what tipped me over into not going back. I'm not much for confrontation so just said that I was pretty sure I'd seen it online for $10. He made a show of checking it online and discovering the cheaper price before changing it back to $10.

  • Save Medicare on 23/04/2017 - 11:03
    -1

    Ask for an extra gift card or something and if they don't play ball threaten to call head office/today tonight/ jack dorsey

    • fruit on 23/04/2017 - 12:06

      Who is jack dorsey?

      • Save Medicare on 23/04/2017 - 12:20

        @jack

        • fruit on 23/04/2017 - 12:36

          Oh yeah the Myspace Tom of Twitter.

    • HeWhoKnows on 23/04/2017 - 16:25

      They appear to have offered delivery already. Dont push his luck.

  • Agret on 23/04/2017 - 11:09
    +2

    Just have them delivered it to the store and hold it for you to go pickup

  • veej on 23/04/2017 - 11:42

    Do you have a closer store than the one you purchased the item at? I find stores will sometimes ship goods to closer stores if you put in a request.

  • [Deactivated] on 23/04/2017 - 15:53

    They didn't sell 'your' tv. They sold a tv of the same model that you had ordered, which was in stock when you ordered it. I agree that it is bad business practice but don't take it personally, Harvey Norman is hardly a model of good customer service.

  • PurchaseAnxiety on 23/04/2017 - 17:01
    +1

    Sounds like you were a victim of crappy (or non existent) click and collect processes. I once went into Bing Lee to collect an order, walked up to the counter, showed my receipt, and they literally walked over and picked one up off of the shelve. Worked out fine for me, but probably would've been up the creek if they had sold out between my order and collection. Wouldn't be surprised if HN does something similar if they're feeling lazy.

    I'd just request a refund and take my business elsewhere if it's too much of a hassle.

    • John Kimble on 23/04/2017 - 17:15

      I've experienced similar issues with TGG (although they refunded me before I went to collect) and DSE (although DSE was when they were closing down and all you bastards were probably trying to C+C all the eneloops too).

      I believe most of the time it is a combination of poor (or no) website and stock/inventory system communication/integration and staff perhaps not following procedure or not picking the C+C items in time and a person walks in and unfortunately buys the item.

  • minniethemoocher on 23/04/2017 - 17:46
    +1

    Similar thing happened to us, we asked for the next model up to be provided for $50 more.

  • Symbiotic on 23/04/2017 - 21:40

    It's not long until Amazon arrives. This kind of nonsense is much less likely to happen. No quibble returns, and much better customer service all round. They'll be carbon neutral too if they can harness the steam coming out of Gerry's ears.

    • spackbace on 23/04/2017 - 21:58

      So what? Amazon delivers, they don't have a store front. OP would be in the exact same position…

      • fruxo on 23/04/2017 - 23:09

        Guess again! :)

        • spackbace on 23/04/2017 - 23:14

          Wait what? They have b&m stores?

      • Symbiotic on 24/04/2017 - 01:06
        +3

        Amazon Prime deliver on a Saturday and Sunday in the UK. They don't rely on the post network. They use their own vans, couriers, or send people out in Ubers. Buyers can select specific delivery days and times. It's 2017.

        • spackbace on 24/04/2017 - 01:07

          Well fk me lol no worries :)

        • whooah1979 on 24/04/2017 - 06:33

          Amazon Prime deliver on a Saturday and Sunday in the UK

          It won't be cheap for amazon. The minimum wage in the U.K is gbp 6.7 p/h while we enjoy aud 17.70 p/h. It would cost amazon about aud 26.60 p/h + weekend rates.

        • abb on 24/04/2017 - 09:54
          +1

          @whooah1979: Only if they employ people directly. Independent delivery contractors are allowed to work for whatever pittance they're willing to accept… (e.g. those food delivery services)

        • Symbiotic on 24/04/2017 - 09:57

          @whooah1979: True for an employee, but then that'd be a van loaded with sales. Different conditions for dispatching an uber or private couriers. They've been pulled up on some shady tactics and workplace pressures in the UK, though. Hopefully that will not be the case when they setup in AU.

          Without a doubt Amazon will be a huge success in the densely populated areas of Australia. Once people in CBDs get a taste for ordering items before 12pm and receiving them the same day then there's no turning back. The scale of the country poses a different logistical challenge altogether though.

        • sparkles on 24/04/2017 - 12:56

          In the UK, they also have Amazon Lockers in local shopping centres where you can collect smaller stuff.

        • callum9999 on 24/04/2017 - 15:55

          @whooah1979: The minimum wage is £7.50 for most people, set to rise to £9 in a few years.

          Not that you can really compare one aspect of an economy like that. Higher wages are counteracted by the bigger revenue from more expensive goods. They should be able to run a similar delivery service within the capital cities at a cost effective price.

  • noise36 on 23/04/2017 - 22:16

    Take it as a lesson learned…dont shop at HN…they are crooks.

    • dutchcakes on 23/04/2017 - 22:17

      Definitely agree. Sometimes you don't have a choice… in this case it was gift cards as an engagement present :(

  • LittleKatie on 23/04/2017 - 23:45

    wah wah wah

  • dogboy on 24/04/2017 - 05:21

    I got this tv on the same sale. Bought it Thursday, they delivered it 2 days later on the Saturday. They wanted to install it as well but don't do wall mounting so I said don't bother. Annoying thing with this tv - it only comes with 2 mounting screws instead of 4. What a pi$$ off - required a trip to Bunnings. Anyhow, should have just got it delivered and committed to making yourself available for half a day.

  • vietken89 on 24/04/2017 - 06:11

    wouldn't have this problem if you brought a samsung/sony LOL…work it buddy.

    I do nightshift work, had the same problem but ended up getting a samsung. Don't blame the retailer…you posted it on the 22nd and it was confirmed to you on the 15th, goddamn a week. You can wait another week then

  • [Deactivated] on 24/04/2017 - 06:25

    Tell them that you are an Ozbargain professional… Then you will see them grovel at your feet asking you to choose a TV of your liking - without paying anything extra.

  • alikazi on 24/04/2017 - 08:50

    OP, you are not available for 2 months. Does it mean you are traveling out of your city? Does that mean you will not be able to watch the TV? If that's the case, I would get an agreement from the store to hold the TV for 2 months as per my convenience. They sold your TV without contacting you. Now if they must hold the replacement for 2 months too bad for them.

    However, if you're not going anywhere and you are not available for 2 months because of work, can't you take a few hours off to go collect it?

  • bbourke85 on 24/04/2017 - 09:29

    Mate, that definitely warrants a refund. Contact Fair Trading if needed.

  • BadGiraffe on 24/04/2017 - 10:42

    Get your money back, take your receipt to JB/Good Guys, ask if they can price match.

  • dbun1 on 24/04/2017 - 14:18

    Good old Gerry Harvey likes to carry on like a pork chop about online sales and overseas purchases, yet this is a perfect example of how he runs his pathetic retail business and why no one likes to shop there - HN is amongst the worst around.

  • Caped Baldy on 24/04/2017 - 14:22

    Get it delivered and get over it.

    And send them/Gerry a glitter bomb.

  • moflare on 24/04/2017 - 14:24

    Two prior click and collect experiences with Harvey Norman:

    1) sold a weighing scale I purchased and could only offer a refund as none in stock
    2) sold a dyson I purchased and only alternative was a package free product and an extra accessories set I had already bought

  • Moderatorneil on 24/04/2017 - 23:02

    OP has solved their problem and some of the comments have gone way off-track. CLOSED.

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