Harvey Norman Warranty Issue - No Refund

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Harvey Norman

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  ESPLTD on 21/12/2018 - 19:52

  +1

  Your assumptions are naive, and your retorts and hypotheticals have not inspired sympathy.

  Nevertheless, your purchase of the lounge has been processed and you have a receipt confirming a completed sale with no stipulation on that sale. You are within your right to your purchased item - do not accept a refund of the lounge, raise the non delivery of your lounge as a new complaint, seperate the matters.

  Your best hope is to have the issues dealt with in isolation, keep demanding delivery of your purchased product and keep reiterating that the resolution of the table is no longer related to this purchase.

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  chillin222 on 21/12/2018 - 20:04

  About 12 months ago my wife and I purchased a 7 piece dining table & chairs from Harvey Norman,

  Fail #1

  We were told that because they no longer stocked the table that we would be given a store credit to the same value of the table that could be used to purchase anything within the furniture department.

  Fail #2 - You should have asked for a refund

  in this time we purchased a new dining table from Domayne

  Fail #3 - Domayne and Harvey Norman are the same company, they might have given you that table as a replacement

  Whilst i understand that in many cases it may be assumed that the retailer may want the item back we assumed this was not the case since we were offered a store credit rather than a repair or refund

  Fail #4 - The store credit was obviously the legal resolution to your broken table - that you agreed to no less.
  Fail #5 - Harvey Norman was obligated to collect the broken table - you should have told them to come and pick it up

  In-fact we were never offered a refund

  See Fail #2

  Any thoughts on the situation would be appreciated.

  Your only hope is to give them the runaround so you get the lounges delivered. Then hope they don't take you to court for the value of the voucher.

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    neofelis on 22/12/2018 - 00:13

    Harvey Norman and Domayne aren't the same company.

    Harvey Norman is NOT a retailer. Harvey Norman comes under Financial, Advisory and Assets.

    Harvey Norman owns the buildings, walls, carpet, lights of the stores and PCs etc. Harvey Norman then LEASES the department's to people. Computers is owned by a different person than Bedding, Electrical and Furniture.

    Domayne is the same thing. So generally 4 people lease the space inside each store - these are the retailers. Not Gerry Harvey.

    When buying items he lends them money (finance and advisory) if the item isn't sold by 120 days he charges interest on that item.

    It's why he's a millionaire and owns things from AEG to Wagyu farms to Retail Brands to Race horses and Electricity Companies.

    He also owns billions of dollars in retail spaces, generally you'll notice a Harvey Norman is in a shopping complex with other retailers around, he owns ALL those spaces including 20% of retail spaces which are occupied by JBHIFI. So every transaction from other retailers are going into his pocket, become too competitive and he Jacks the rent up.

    Some stores which occupy his space;
    Fantastic Furniture
    Bed shed
    Focus furniture
    JB
    BBQs Galore
    Just to name a tiny few..

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      JuryWheel on 22/12/2018 - 07:45

      The computer store doesn't 'own' anything as such - they have no financial investment in the franchise and can walk away at any time. They simply share the profit generated. Also, since when does he own AEG…..? Electrolux bought their appliance brand ages ago.

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        neofelis on 22/12/2018 - 10:39

        Yes they do as it's all PTY LTDs. That manager has his OWN ABN and owns all that stock. When they leave Gerry Harvey passes it onto someone else and they're forced to hand the business back.

        It's great as Gerry will give a department to almost anyone who's keen and they can then say they own a 850k business.

        Gerry Harvey has his end in everywhere from Calvin Klein (Gazal) to Katandu to AEG he even owned dairy farms and is one of Australia's largest Wagyu producer.

        His worth 1.2 BILLION dollars..

        Unfortunately I've also had the opportunity to meet his wife Katie a fair few times. She basically oversees Harvey Norman now.

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  NotSureIfSerious on 21/12/2018 - 20:22

  +6

  I think if you donated the cracked table to charity and it still worked as a actual table I might have had a small instance of sympathy for your situation. However the fact that you broke the table in half disassembling it, and then still gave it to charity just shows what a stand up guy you are.

  As someone who has worked in retail you're completely in the wrong, you must return faulty or damaged goods to receive refund or store credit. 95% of people here think you have zero case and the way you act and treat people who disagree with your way of thinking in this thread shows how much of a petulant child you are.

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    DiscoJango on 21/12/2018 - 21:46

    +1

    op: ultimate douche bag of 2018 award

    "donates" a cracked in half dinner table to charity

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      godofpizza on 21/12/2018 - 23:59

      The OP is certainly one of the contenders.

      It between 'Winner' and another person (From another forum) who had purchased a rusty car from an auction for 45k. Somehow, they think their entitled to a refund as was not as described.

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        Drewbo on 22/12/2018 - 00:37

        He still can't find the VIN apparently.

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          DiscoJango on 22/12/2018 - 09:19

          @Drewbo: the person/thread you speak of reminds me of someone i dealt with many years ago.

          i was selling a 20 year old toyota cressida for around $2000. it was "fine" in that it had no major issues, could easily pass a rwc, however one potential seller went over it with a fine tooth comb, pointing out every small scratch and flaw. he even got a mobile mechanic to come out and do an inspection. gave a 2 page report of flaws.

          in the end i said, mate, your buying one of the cheapest cars on the market which is 20 years old. the way your going about things you literally expect a brand new car. go away.

          he didnt end up buying. some people are just very, very "special" in the head.

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            spackbace on 22/12/2018 - 13:27

            @DiscoJango: Try being a used car salesman and getting those people :/

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              DiscoJango on 22/12/2018 - 17:27

              @spackbace: my friend is a small dealer, specialising in cars <$10k. they are pretty much the only type of customer he gets.

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  madmo on 21/12/2018 - 21:44

  You have every right to make an assumption. And in this case, put your hand up and cop the mistake in making the incorrect assumption. Hopefully a lesson learnt!

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  elgrande on 21/12/2018 - 22:02

  +1

  Doss anyone else doubt that the table was given to charity? IMO based on the OP's attitude I am guessing he filled it with putty and sold on gumtree.

  I tried to donate some lounges to charity, they showed up with a crime scene torch to look for marks. Doubt they would take a broken table.

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  bmerigan on 21/12/2018 - 22:14

  You owe them the table back.
  If you can show them it was broken in half and explain you disposed of it (not gave away), you might get out of this ok.

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  imahapyboy on 21/12/2018 - 22:27

  crack = CID, simple is that

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  neofelis on 21/12/2018 - 23:53

  Unfortunately you'll need to return the table.

  The supplier will send what's left to the auction house to recoup delivery costs etc.

  In a few rare circumstances there might be a few people who have good relationships with suppliers who might not ask for it back and destroy it at store. But generally the stores like to mark these down at end of year to make a few extra quid

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  cyrax83 on 22/12/2018 - 00:23

  You should have checked if Harvey Norman wanted the table back. Your fault.

  You weren't allowed or advised to return it - it's Harvey Norman's property at that point. They basically send it back to the Supplier and get credit for it.

  Who told you to give it away without checking?

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  A Driver on 22/12/2018 - 04:35

  @winner105 Earlier above you said..

  "I had asked them on the outset about returning it and thats when the store credit was offered."

  So you said you wanted to return it and they agreed and offered you the store credit.
  That seems pretty clear that the store will be wanting the goods back.

  Then just now you said…

  "even when the first lady put the lounge order through to use the credit she said normally they have items coming back I explained that this was not the case."

  Why did you now think that you didn't need to return the table? They never told you to dispose of the table did they? The whole premise of getting a credit or refund for the table was because you wanted to return it. The photos were only so that they could assess the damage, of course they'd require the actual table back to return it to the manufacturer.

  I cannot fathom why you would get rid of it (and donating a broken table is a real sly move by the way - not cool!)

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    Bills22 on 23/12/2018 - 23:48

    OP is a good fiction writer.

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  DiscoJango on 22/12/2018 - 09:20

  mods please can we change ops username from winner105 to wanker110%

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  serpserpserp on 22/12/2018 - 09:52

  OP: Always keep items for return unless you explicitly ask the store "Do I have to return the faulty goods for a refund/credit?" and they say No.

  Lesson learned for you.

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  keejoonc on 22/12/2018 - 10:08

  +1

  Clearly common sense went out the window.
  Why the hell would you assume they wouldn't want their table back? You received store credit in return for giving them the table back. You had no right to give it away or sell it.

  If you were dissatisfied with receiving store credit you should have asked for a refund instead.

  IMO you are completely in the wrong here.

  As an aside, no sane person would buy a furniture from HN / Domayne.

  After reading more of what the OP posted, I suspect he is in the business of finding faults so he can keep the goods and receive store credit or refund.

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  palmplex on 22/12/2018 - 11:05

  +5

  Table was unfit for purpose under ACCC Consumer law , and clearly there was a manufacturing fault as it happened on more than one. So you were fully entitled by law to a full cash refund on the return of the item (doesn't matter if it's over 12 months old ) . A credit voucher is in Harvey Norman's financial interest not yours.

  As they gave you a store credit BEFORE you returned the item I would argue that any reasonable person would therefore assume they didn't want the faulty item back.

  It also goes in your favour that if they wanted it back then 4 months is an unreasonable length of time to wait before asking you to return it ( Yes you should have offered and checked at the time as thats the sensible thing to do but it is an unusual situation.)

  If they get awkward remind them you were actually fully entitled by consumer law to a cash refund and not a store credit (that forces you to spend the money at Harvey Norman). Unless they can prove ( in writing ) that it was made clear to you that a condition of the credit note was the returning of the furniture then they have forfeited their right to the returned table. And in any event it was up to Harvey Norman to pick up the table within a reasonable time frame and 4 months is NOT reasonable.

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  Herbse on 22/12/2018 - 18:29

  I find it funny that in the whole description, you avoided using the term "return"

  It's quite obvious when you use the proper terminology..

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  Kempe on 22/12/2018 - 19:37

  and you never thought of asking them if they wanted the table back?

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  gimme on 22/12/2018 - 23:40

  Had a similar issue with another retailer. They delivered a new table but never collected the other one. Sold it on gumtree for 50% off. Profit

  Lol at the number of times people throw around ACCC on these forums. Reminds me of the checkout

  To be honest it's a fair assumption or at least not that far fetched. These are generally Chinese disposable goods. Most likely to end up in the scrap heap. At least it went to a good cause.

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  jno on 23/12/2018 - 01:27

  Tl:dr you f'd up lol

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  Ononono on 23/12/2018 - 02:43

  +1

  Too many people like shitting on others when they make a mistake. I've had numerous occasions of returning faulty goods and the store issues a refund or credit and then they tell me not to worry about returning anything. Harvey Norman didn't say anything for 4 months, that's a long time. If they wanted the table then they should have arranged for it to be collected within a reasonable time frame.

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    gimme on 23/12/2018 - 07:48

    -3

    Exactly… which is why I never ask anything like this on the internet. Too many righteous warriors who never make a mistake.

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    Sweaty-penguin on 23/12/2018 - 10:05

    +2

    It's not the mistake that we are caring about. It's his shit attitude and the fact he snapped the table in half and then "donated" it to a charity.

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  kaleidoscope on 23/12/2018 - 12:16

  +1

  I had an incident similar to this where amazon shipment was missing for more than 2 months and they offered to reship a new item. Later on i received the missing item and I informed to amazon, to which they said consider it as a gift and i dont want to ship it back and do what I want with the item.

  Either get things in writing or follow common sense… i see no problem here with HN’s actions here.

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  Ricciardo on 04/01/2019 - 11:07

  +1

  Seeing as the OP went to the trouble of taking photos, its not an item that you can put in the car and they confirmed its a manufacturing defect then if HN required the faulty item back then they should have organized it to be picked up from the start.

  If you look at how much ends up in landfill, delivery and dumping fees it makes very little sense that they would want the item back. Normally they just come in shipping containers from overseas which makes it far more economical to just send more than trying to send faulty ones back.

  The other thing is that when the store credit was offered there was no stipulation that the credit was going to be used for furniture requiring delivery. I think its a simple case of the item was faulty, issued credit and some miscommunication from the retailer.

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  tamby_is_the_rajah on 04/01/2019 - 15:19

  Did you take pictures of the table when it split? If you did i would have sent the photos to them and told them. It is also the law for large items to be collected by the retailer if they are faulty so you are not out of pocket. Its a tough one because they would be seeking a refund through their supplier too and they probably can't get that without returning the faulty product.

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