Bought a Couch - Arrived Faulty. Harvey Norman Store Wants to Repair It. What Are My Options?

LHarold Halfprice on 08/10/2018 - 19:49
Last edited 08/10/2018 - 20:01 by 1 other user

So I purchased a couch from Harvey Norman earlier this year. I waited about 4 months for delivery of this couch (well over the time frame I was given). It arrived, I paid for removalists to take it upstairs, and within a couple of weeks I noticed the left arm rest was squeaking.

I took a video and went into Harvey Norman. The sales person informed me that they only deal with sales, and was given some contact details and told to email the person my video - as apparently there is not customer service rep in store. So I did. I emailed the guy, explained my situation, attached the video. Received no reply. After 3 weeks, I got a phone call and the guy told me someone will be coming either tomorrow or the day after to inspect the couch and they will contact me. The guy inspecting needed a 4 hour window, 11.30 - 3.30. Bit ridiculous to expect me to take a day off work with such short notice, but whatever, I kept quiet and went along.

Guy arrives, tells me the frame is broken, and it'll need to go in for repair.

Aside from the crappy customer service, I'm pretty pissed off that I waited 4 months for a couch - only for it to arrive faulty. And now I'll have to be without it again whilst it goes in for repairs - and in the end I end up with a refurbished/repaired couch.

Would I be within my rights to request a refund or replacement?

Home & Garden Furniture Sofa

Related Stores

Harvey Norman
Harvey Norman

Comments

  • bobbified on 08/10/2018 - 20:05
    +11

    What did they say when you asked them?

    A broken frame on a couch is a pretty major defect and I'd say you are well within your rights to get a refund.

  • Smashed Avo on 08/10/2018 - 20:13
    +4

    That's absurd, get a refund.

  • whooah1979 on 08/10/2018 - 20:16
    -1

    within a couple of weeks I noticed the left arm rest was squeaking.

    only for it to arrive faulty.

    it doesn't sound like the item was doa as you've stated that the noise was detected after a couple of weeks.

    replacement?

    you won't be able to tell the difference between a replacement and a repair.

    • tranter on 08/10/2018 - 20:57
      +2

      Who knows how long it'll be out of action for repair?

      The buyer has already been stuffed around enough. Better to get a refund and get a replacement couch much sooner.

    • Harold Halfprice on 09/10/2018 - 14:31

      Yes I will. Because I'll be sitting on the floor whilst it gets repaired.

      How could it not possibly have been DOA? This isn't normal wear and tear. If it develops a squeak that quickly with minimal use, something must have been defective.

      It could have very well have been squeaking from day 1, but I just never noticed.

      • whooah1979 on 09/10/2018 - 17:42

        Doa means dead on arrival. The noise should’ve been detected after delivery or the first time someone used the item.

        You’ve stated that the noise was detected a few weeks after delivery. This doesn’t meet the definition of doa.

  • spackbace on 08/10/2018 - 20:24
    +1

    Depends whether it was a custom order, that wait time leads me to think so

    • Harold Halfprice on 09/10/2018 - 14:14

      Nope, definitely wasn't a custom order.

      Was initially told about 8 week lead time. But they kept delaying

  • Randxyz123 on 08/10/2018 - 20:49
    +3

    Would I be within my rights to request a refund or replacement?

    Probably not.

    The consumer law states, "repair, replace or refund".

    Since it wasn't like that on delivery and has developed the fault, it probably wouldn't be a major fault.

    As long as they pay for removal and redelivery of the couch then they are doing everything right.

    • Harold Halfprice on 09/10/2018 - 14:24

      Since it wasn't like that on delivery and has developed the fault, it probably wouldn't be a major fault.

      I'm certain it was delivered faulty. How could the frame just break on its own, with barely any use?

      I didn't notice the noise straight away,but I wasn't exactly checking for squeeks and defects. If no pressure is put on the arm rest it won't squeak. So it's easy to sit on the couch and not realise.

      The couch either had a broken frame and had the squeak from day 1 and I never noticed, or it had a broken frame and the squeak developed after extremely minimal use.

  • tranter on 08/10/2018 - 20:51
    +1

    Yes, well within your rights to request a refund or replacement.

    A broken frame is a major defect. Check out the Australian Consumer Law. The retailer is required by law to provide a refund or replacement for major defects.

  • KingJuf on 08/10/2018 - 21:06
    +4

    Pretty shit that the store made you do the warranty claim etc, they should be doing it on your behalf if anything. But then again it is Harvey Norman.

  • hawkeye on 08/10/2018 - 22:35

    A repair upholsterer dude told me geriatric buys from 3 different suppliers so they have to find the right supplier to get the repair organised and so forth. Very technical hard work for some sales and office staff on the the floor.
    Where as other competitors only use one supplier so it's a lot faster

  • BertieBrown on 09/10/2018 - 00:23

    I’d be asking for a refund.

  • [Deactivated] on 09/10/2018 - 03:02
    +2

    Having dealt with Harvey Norman in the past and other furniture retailers - I would go for the refund or replacement - I also suggest with future furniture or large goods delivery - they always get you to sign a delivery form which states in small print that the goods arrived in good order - I sign it but also write "on brief visual inspection with packaging/wrapping in place" - i always take pictures of the furniture with the wrapping in situ - showing any damage to the packaging as I unpack it - the pictures can be helpful. Good luck getting the refund I would suggest the following - camping out by the salesman desk and looking very disgruntled helps (sort of dampens their selling vibe), if you paid with a credit card you can always suggest a "charge back" which also gets their attention, there is also the Consumer Protection in various states who you can talk to and they provide sample complaint letters. Harvey Norman extra warranties - in practical terms means in this era of Australian Consumer Law that you are dealing with someone on the phone or online that you will never meet for a warranty claim. This suits the sales staff as you are literally paying them not to have to deal with you for any major post sale issues. Credit card insurance is probably better if you want that reassurance.

    Credit card chargebacks are an awesome form of consumer protection

    • Nick939 on 09/10/2018 - 05:36

      You sound like my uni assignments when I’m scrapping to make the word count. :)

  • Harold Halfprice on 09/10/2018 - 14:46

    Thanks everyone for the advice. I have contacted Harvey Norman for a replacement. We'll see what they say - hopefully don't take 3 weeks to reply this time

    • Euphemistic on 10/10/2018 - 07:19

      Don’t let them get away with waiting 3 weeks. Keep chasing them every few days until you get an answer.

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