Harvey Norman Online Refusing Refund after Unfulfilled Order of Apple Watch (Only Willing to Refund with Gift Card)

blergmonkeys on 11/02/2019 - 09:36
Last edited 11/02/2019 - 10:24 by 1 other user

So I bought an Apple Watch from their online store on 31/12/18 that was showing as in stock at the time.

2 days later, I get an email saying it’s backordered but should be in stock in 10-15 business days. It is now 6 weeks later and I still don’t have my order.

I have asked the store for a refund, they said they cannot process it. I asked online orders for a refund, they said I can only have the money back on gift cards as that is how I paid. The problem is, I want a refund for the gift cards too. I want my money back so I can order through Apple directly and just get the damned watch. They are refusing stating that, because the gift cards have been used, I cannot get a refund on them. My argument is that I used them to purchase a product that couldn’t be fulfilled by them in the first place so I should be entitled to a refund. They refused.

Do I have a case to make a complaint to a government body? Is there an ombudsman for such an issue? I just want my money back as they cannot tell me if or when they will get the product. Apparently, it could be another few months. Wtf?

I currently reside in Queensland.

General Discussion Apple Smartwatch

Related Stores

Harvey Norman
Harvey Norman

Comments

  • PLA74 on 11/02/2019 - 09:42
    -6

    Sorry stupid question here, why didn't you buy the Apple Watch directly from Apple or another B&M retailer that had stock in the first place? I'm pretty sure if HN had the watch for a cheaper price you would've been able to have it price matched.

    • blergmonkeys on 11/02/2019 - 09:51
      +10

      When I initially ordered, their shit website stated they were in stock. HN has the worst stocking practices for online orders I’ve seen. Apparently, there is no central distribution centre and each store has to order for each online order from their supplier individually. It’s ridiculouslu stupid.

      • PLA74 on 11/02/2019 - 09:56
        +2

        Damn yeah that sucks. I thought HN had a central distribution centre also. Is there a head office or something you can escalate to for getting your refund? 6 weeks is ridiculous.

        • CandyMan on 11/02/2019 - 23:50
          +2

          Demand that another branch fulfills the order, speak to head office
          Say you will write a review online otherwise

      • resisting the urge on 12/02/2019 - 17:47
        +1

        A shit website is called a shitsite.

        A shit vendor is called… yep, you guessed it.

        The first product you bought is all that counts, and that is likely fit for service as far as the law is concerned. You shot yourself in the foot with those gift-cards, quite literally.

        Perhaps use one for 'a higher purpose', and post evidence online, and the reason why. The only things noticed these days are those that truly shock and dismay the Captains. Or occasionally, their oppressed masses.

      • bowdo on 12/02/2019 - 19:49

        I had a similar problem with my recent Nokia 8 purchase through them. My xiaomi phone had crapped the bed, so needed new phone right away. Ordered online thinking I could pick up in store next day, local stock available. Not actually in stock. Took two weeks. Utter BS.

    • ozboygsl on 12/02/2019 - 11:57
      -6

      your right, it is a stupid question and does nothing to help, other than to perhaps give you a misguided sense of superiority.

  • lostboi on 11/02/2019 - 09:45
    +42

    Discounted gift cards? Now trying to refund for full face value?

    • blergmonkeys on 11/02/2019 - 09:46
      +4

      Yeah they were discounted. If I get the refund on them, I only get back what I paid anyways so I’m not trying to scam anyone. Just get my money back.

      • lostboi on 11/02/2019 - 09:57
        +3

        Get ur gift cards, and sell them to someone else to realise the cash value you paid.

      • Garrettau on 11/02/2019 - 14:04
        +12

        I don’t think gift card can be refunded to cash. You can check the T&C

      • cameldownunder on 11/02/2019 - 15:57

        I feel you, I would have done the same mistake: Buying discounted gift cards to then buy the phone/watch/computer.
        I thank you for the lesson I learned today, at your expenses.

      • El Grande on 11/02/2019 - 18:30
        +7

        You paid using gift cards so you will get the credit in gift cards. Just buy something else or order at another harvey norman or online.

  • holdenmg on 11/02/2019 - 09:45
    +54

    Refund methods

    Businesses will usually give you a refund in the same way that you originally paid them. This might be cash, cheque, money order or electronic transaction. They won’t give you the refund in cash unless that’s how you paid them.

    https://www.qld.gov.au/law/your-rights/consumer-rights-compl…

    • blergmonkeys on 11/02/2019 - 09:47

      Yeah but now they won’t refund the gift cards themselves stating they’ve been used. Shouldn’t there be a case for a refund when the order cannot be fulfilled?

      • Ughhh on 11/02/2019 - 09:54
        +45

        They need to refund the product via the method you paid, so they should issue your a new gift card. Afaik, they don't need to refund your gift card.

      • HighAndDry on 11/02/2019 - 10:05
        +24

        Why would they refund the giftcards themselves? Is there something wrong with the giftcards that you think entitles you to a refund?

        • squaredonut on 12/02/2019 - 06:57

          my bet is OP wants the credit to be refunded to the same gift card number. Then the OP can go to whoever he/she bought the gift card from and ask for a refund there.

          • kerfuffle on 12/02/2019 - 07:01

            @squaredonut: The OP got the gift cards from Harvey Norman themselves during their Amex statement credit offer in December

  • Mikerobertsn on 11/02/2019 - 09:48

    how do you get HN discounted GC's?

    • blergmonkeys on 11/02/2019 - 09:52
      +1

      They were part of an amex deal in late December.

      • truetypezk on 11/02/2019 - 12:58
        +11

        If u got the GCs through Amex offers you should not have any problem selling them off with some profit.

        • John Dough on 13/02/2019 - 07:47

          This.
          Even after feebay, for cost price(discounted original price) after fees, it would take all of a few days to have the "cash" back.
          Retailers have the right to refund in the same way you purchased an item. This also helps stop money laundering.
          End of discussion right here, case solved. Next.

    • DrLobster on 12/02/2019 - 02:43
      +2

      Macquarie bank offers them too. My view is it's never worth paying with gift cards. 1. They are not valid for extended warrenty on CC
      2. Any issues and you need a refund you are stuck with usually a shit load of gift cards.

      • josho9 on 13/02/2019 - 10:04

        For something like Harvey Norman, sure, but you should totally use discounted Coles/Woolies gift cards.

    • Neopiya on 12/02/2019 - 20:09
      +1

      You can also get them via the Suncorp benefits app. You need to have an insurance policy with the Suncorp group though to get access. Heaps of other discounts too.

      • profeeder55 on 13/02/2019 - 08:17

        I think having a savings account will allow you access to it

  • QW3RTY on 11/02/2019 - 09:58
    -8

    Waiting six weeks for a watch when you have been told to wait 15 business days is unreasonable. Contact support in writing making a notice of demand under Australian Consumer Law. Request the watch be delivered to you in the next five business days. If the watch is not received, you will be purchasing one from a competing retailer and you will pursue Harvey Norman for your money, commencing with a report to the ACCC.

    I've only had to do this twice, with two phones from LG, however it stuck a firecracker up them and I had my remedy within the week.

    • HighAndDry on 11/02/2019 - 10:04
      +31

      Read OP again. HN is willing to refund OP - but only via giftcards which is how OP paid. OP wants a refund for the giftcards themselves, which they're not entitled to.

      • QW3RTY on 11/02/2019 - 10:13
        -5

        If the OP wants their watch, the above is a fair solution, I feel.

        Asking for cash from gift cards is difficult in any scenario. If OP has waited 6 weeks, what's another five business days?

        • HighAndDry on 11/02/2019 - 10:17
          +8

          It's not up to what OP wants though - OP can have their watch (and wait for it), or get a refund in the form of giftcards they paid with. They don't get to demand that their giftcards are also refunded - there's nothing wrong with the giftcards to entitle warrant a refund.

  • HighAndDry on 11/02/2019 - 10:02
    +47

    The problem is, I want a refund for the gift cards too.

    Yeah nope.

    • rodb on 11/02/2019 - 18:57
      +3

      That’s the risk you take in buying discounted gift cards in order to buy something at a cheaper rate. It sucks obviously but there’s nothing wrong with the gift cards.

  • [Deactivated] on 11/02/2019 - 10:07
    +50

    Used a giftcard get refunded in giftcard.

    It always works that way.

    Don't get me wrong, HN still sucks for having bad inventory control and just general business practice but they are not wrong with refund method here.

      • HighAndDry on 11/02/2019 - 10:21
        +13

        As I understand it, gift cards can be refunded unless used

        Where did you get this understanding from? Because HN clearly says:

        https://www.harveynorman.com.au/gift-cards-terms-and-conditi…

        7.2 A Gift Card will only be reissued, refunded or honoured where the Gift Card is shown to be faulty or damaged due to the fault of the Issuer or a Franchisee, or where there has been a breach of any condition or warranty implied under the Australian Consumer Law.

        So only if there's something wrong with the gift card itself.

        So, basically, I’m stuck because of their own inability to maintain appropriate stock levels?

        No, you're stuck because you bought gift cards in the first place. It doesn't matter if you bought anything or not, you wouldn't get a refund on them.

        • blergmonkeys on 11/02/2019 - 10:30
          +2

          It’s what online orders told me over the phone. Having said that, I have had them tell me blatant lies a few times now (the order being cancelled or the order having been shipped when it clearly wasn’t), so this would make sense. I did not read into the t&c so I appreciate your digging into this. I may have to get a refund on the cards and hock them off on here.

          (Mod: Private sales in comments not allowed)

          • HighAndDry on 11/02/2019 - 11:08

            @blergmonkeys: Hahaha, sorry, not looking to buy anything from HN, not after hearing another one of their cockups.

            It’s what online orders told me over the phone.

            I don't actually doubt this for a second - there are valid reasons for HN having the reputation they do have, unfortunately for you in this case.

        • CacheHunter on 12/02/2019 - 09:20
          -1

          So only if there's something wrong with the gift card itself.

          I'd argue that there's an implied warranty that gift cards can be used to purchase an in-stock item of the holder's choice from a physical HN store or HN online.

          OP tried to use them in this way, HN refused.

          Inability to use a gift card to purchase products showing as in stock is a major failure of the GC = refund for faulty GCs under the ACL.

          • HighAndDry on 12/02/2019 - 09:22

            @CacheHunter: So things aren't allowed to go out of stock if there's a gift card involved?

            No that would be ridiculous.

          • Ughhh on 12/02/2019 - 11:22

            @CacheHunter:

            Inability to use a gift card to purchase products showing as in stock is a major failure of the GC = refund for faulty GCs under the ACL.

            That's the definition of twisting the law or words to favour yourself.

            • CacheHunter on 12/02/2019 - 13:31

              @Ughhh: I agree, but what's the worst that could happen? HN say no and the OP is no worse off. I agree it's a long shot, but there's a chance that they could get lucky.

              • Ughhh on 12/02/2019 - 14:49

                @CacheHunter: Might as well claim compensation for the stress and time taken to rant, that GC also has the implied warranty that no stress is involved when using the GC. Whats the worst that could happen? I personally don't like to be laughed at, but what ever floats your boat.
                Sometimes humans just don't deserve nice things.

      • Ughhh on 11/02/2019 - 10:33
        +3

        The purchase/activation of the gift card is not related or part of the contract for the watch. You can still use the gift card for other items.

        The use of the gift card is related to the purchase of the watch, so you can get a refund via a new gift card.

        The two above may be personally related to you ie. Only bought gift card for the watch, but that's your choice and it doesn't override law or make retailers decision unreasonable .

        • blergmonkeys on 11/02/2019 - 10:35
          +1

          You’re right. I am stuck with them. I’ll process a refund on the gift cards and sell them on here then order from Apple direct.

          • alee112 on 14/02/2019 - 14:19

            @blergmonkeys: Hey, I'm a bit late to the discussion, but as others pointed out, they usually return the money through the method you used to purchase. Even the refund has to go through the same bank card that you used for purchase.
            And no, gift cards are normally non-refundable and non-transferable. That's common practice; almost all companies who issue gift cards have this policy.

  • isthisreallife22 on 11/02/2019 - 10:15

    Just an FYI that I sympathise with you (given other posters on here have been a bit blunt). I'm sure there is a possible solution but it might take a bit of noise and time for you.

    • blergmonkeys on 11/02/2019 - 10:31

      Thanks mate, it would appear I’m probably stuck with the gift cards and selling them privately. I’ve def learned my lesson with Harvey Norman online though.

  • melbourne guy on 11/02/2019 - 10:53

    I’m in the same boat but haven’t been waiting as long as you. I brought an Apple Watch from HN on Jan 19 using a Domanyne Gift Card I brought because of the AMEX offer. It’s currently at 13 (not counting aus day holiday) business days wait for me. I am also worried that my order won’t be fulfilled and i’ll be stuck with $750 to use at Harvey Norman that I have no plans to use for anything else.

    • blergmonkeys on 11/02/2019 - 10:58

      Yeah I don’t think they’re getting stock any time soon. Their online orders are a (profanity).

  • try2bhelpful on 11/02/2019 - 10:57
    +1

    Probably a dumb question but have you tried contacting some stores directly to see what stock they have. Online shopping with B&M stores often sucks. I just checked, online, and Chadstone has the black aluminium at the store what model where you after?

    • blergmonkeys on 11/02/2019 - 11:16

      Speaking to the online reps via phone, the model I ordered is oos nationwide. It’s the 44mm Nike cellular.

      • coxjon on 11/02/2019 - 13:45

        Just buy a 44mm cell and a $5 Nike band from eBay? The

        • schwinn on 11/02/2019 - 13:56

          Nike Cellular Sport Band (with reflective strap) is the way to go. Everything else you can find a cheap substitute online.

          • coxjon on 11/02/2019 - 15:45

            @schwinn: I have a white one and it stained blue after a few months. Yeah it’s better quality and nicer to fit to the watch but I would definitely say the knockoffs are worth the difference in price

      • try2bhelpful on 11/02/2019 - 14:30

        Yup, looks like it. I don't think they even have the standard 44mm cellular available, just the non cellular version. Personally if I see the thing "in stock" in a store I give them a ring and then go pick it up. I've seen too many horror stories here with "availability" of stock.

        • melbourne guy on 11/02/2019 - 14:36

          The problem is there seems to be no stock for any 40 or 44mm series 4 cellular watches available. I ordered the 40mm Nike one even though it was a "special order" because it was the only 40mm S4 Cellular that was "in stock".

          • try2bhelpful on 11/02/2019 - 15:08

            @melbourne guy: I agree, that does seem to be the case. Only the 44 mm in non cellular only. Did they give you any idea on when they might have stock?

            • melbourne guy on 11/02/2019 - 15:12

              @try2bhelpful: I sent through an enquiry this morning but haven't heard back yet. By doing so I found out the Preston store is handling my order, must have been the closest one to my delivery address.

              • try2bhelpful on 11/02/2019 - 15:18

                @melbourne guy: For some reason I can’t fathom the Maribrynong store seems to have the best stock of Apple kit. We got our 11” IPad Pro through them and they even gave us a $50 discount, without much effort. Worked very well with the Amex gift card discount. We have been eyeing off the Apple Watch, 44 mm, without cellular but they won’t discount any further. We are overseas in June so we will probably wait now and get TRS. We would, also, use the Amex discount gift cards.

  • bobbified on 11/02/2019 - 10:58
    +1

    The problem is, I want a refund for the gift cards too. I want my money back so I can order through Apple directly and just get the damned watch.

    You will not get a refund for the gift cards - the transaction for the giftcard is done and dusted. Using the giftcards to buy the watch is a completely separate transaction.

    Let's take a step back here - I know you've said that it's been six weeks (and for the record, I agree that 15 days to 6 week is a shit wait), but during this conversation about refunds, did you ask when they're likely going to have stock? You've said you wanted to order directly through apple - does that mean that apple also don't have stock either? Could it be that apple is where the delay is? If the delay is on apple's end, HN aren't going to be able to pull a watch out of their butt.

    The best outcome for this whole situation is that HN just supply you with the damn watch.

    I would go into the store and speak to whoever you need to speak to about when it's coming in. Face to face is much effective than email or telephone although, like I said, they can't pull out a watch from their butt if there isn't one in stock.

    • blergmonkeys on 11/02/2019 - 11:02

      Yeah so when I asked in person in store (and online and via phone), they said it could be months before they get stock as their supplier doesn’t provide timelines for restock of Apple products.
      If you go onto the Apple website, the watch I ordered can be in my hands within 1-2 business days.

      I have no idea how their online orders work but it seems they use a third party supplier who haphazardly provides products to their b&m stores to fulfill online orders. At least that’s the impression the salesman in store gave about how their orders work. It’s pretty messy from what I can tell.

      • [Deactivated] on 11/02/2019 - 21:43
        +1

        I tried for 6 weeks to get another Apple product in @ JBHIFI (I hadn't paid yet, but had a gift card I wanted to use). I hadn't paid or anything but they said Apple never told them when they could expect stock. I got the same answer from about 6 salespeople at two stores, so it seems like Apple dick around all their re-sellers like this while keeping stock for themselves obviously.

        I still have said giftcard in my wallet 3 months later :\

  • garetz on 11/02/2019 - 11:06
    +7

    That is the inherent risk of using giftcards.

  • keejoonc on 11/02/2019 - 11:10
    +3

    Sounds like the OP bought discounted gift cards to take advantage of a better deal than what was available through other stores and shot himself in the foot. HN isn't doing anything wrong other than being terrible with stock management. You paid via giftcard so what makes you think you can get cash refund?

    • blergmonkeys on 11/02/2019 - 11:14
      -6

      Why is the ozbargain community so judgemental?

      Where did I say I wanted a cash refund? I said I want a refund of the gift cards themselves which would result in getting how much I paid back on my card. No scamming here.

      I’m just trying to buy a watch and tried doing the ozbargain thing by using discounted cards. I’ve realized I’m burned now but damn guys, you guys sure do love jumping to conclusions about people. This is not me scamming anyone but just wanting to get my money back or get what I ordered.

      Like I said, I’ll get the gift cards back and sell them privately.

      • [Deactivated] on 11/02/2019 - 21:46

        The problem is that HN likely never 'got paid' as much as you paid for them if you bought them through a third party seller they often flog them off in bulk for a substantial discount amount knowing how many don't get redeemed. And the gift card isn't defective, you can use it to purchase anything they have in stock, so there's no reason for them to refund it, since they don't have to, they won't.

      • keejoonc on 12/02/2019 - 08:21
        +1

        are you joking? getting refund on your card and getting cash is same thing. more money in your account vs having that money in gift card which you can't immediately convert to cash.
        buying giftcard has its own risks and you took it. you can't expect HN to refund you for the giftcard themselves.

  • SnoozeAndLose on 11/02/2019 - 11:21
    +2

    If everyone can be refund to cash with gift card purchase, many business would have been bankrupted by now.

    • blergmonkeys on 11/02/2019 - 11:23
      -7

      Where has anyone mentioned wanting a cash refund?

      • [Deactivated] on 11/02/2019 - 11:26
        +6

        You, with the refund not in gift cards and money back.

          • [Deactivated] on 11/02/2019 - 11:30
            +11

            @blergmonkeys: I read it again. It gets worse and worse for you the more you read it.

            • blergmonkeys on 11/02/2019 - 11:39
              -6

              @[Deactivated]: Jfc you people just see what you want to see.

              Here I’ll break it down.

              Buy gcs via amex deal.
              Use gcs to buy watch online.
              Wait 6 weeks and no watch.
              Get refund for watch onto gift cards.
              Get refund for gift cards onto Amex.
              AmEx refunds amount paid as deal no longer active.

              Where in this is money somehow being created infinitely?

              • SnoozeAndLose on 11/02/2019 - 12:18
                -1

                @blergmonkeys: if it is a partial refund then the credit reversal may not be triggered and not sure if HN can do partial refund.

                You just assume this can be easily done whereas there are so many system interacting to each other which made this not possible , therefore HN or other business have the terms to stop this happening

      • bobbified on 11/02/2019 - 11:27
        +15

        I asked online orders for a refund, they said I can only have the money back on gift cards as that is how I paid. The problem is, I want a refund for the gift cards too. I want my money back so I can order through Apple directly and just get the damned watch.

        Right here! That's why everyone's having a go at you.

          • bobbified on 11/02/2019 - 11:30
            +11

            @blergmonkeys:

            I want my money back so I can order through Apple directly and just get the damned watch.

            Right here… you can't get a refund on gift cards. That's a standard condition for gift cards. I know you're not expecting the full value of the giftcard, but you still want the refund of the discounted price you paid - back in cash.

              • bobbified on 11/02/2019 - 11:38
                +5

                @blergmonkeys:

                Ugh. Where did I say I wanted a cash refund though?

                then,

                Yeah I want my money back.

                Now can you see why everyone's having a go at you?

                You cannot get refunds on gift cards - full stop!

                No-one is saying you're scamming anyone. Buying a gift card and then using that gift card is two separate transactions. They've screwed up your purchase of the watch, so they're offering to give you back the amount onto the giftcard that you purchased.

            • blergmonkeys on 11/02/2019 - 11:34
              -6

              @bobbified: Lol ok. Putting words in where they never existed. When I said I wanted a refund, it would be via how I paid for them. This would seem obvious, but maybe not to you. Nowhere has cash been mentioned by myself.

              • [Deactivated] on 11/02/2019 - 11:39
                +4

                @blergmonkeys: Nice juxtaposition of word comprehension and "via how I paid for them".

              • bobbified on 11/02/2019 - 11:40
                +3

                @blergmonkeys:

                Putting words in where they never existed

                Point me to where have I put in words that never existed?

                DisabledUserXXXX in 5, 4, 3…….

                • blergmonkeys on 11/02/2019 - 11:41
                  -2

                  @bobbified: You mentioning cash constantly?

                  Nowhere has cash been mentioned by myself.

                  • bobbified on 11/02/2019 - 11:52
                    +9

                    @blergmonkeys:

                    Yeah I want my money back

                    Nowhere has cash been mentioned by myself.

                    Is money not cash?

                    Do we need to continue going around in circles? Talk about unreasonable arguments! Geez!

                      • bobbified on 11/02/2019 - 11:59
                        +21

                        @blergmonkeys: Someone shoot me please….

                        Same response. You cannot get a refund on giftcards.

                      • [Deactivated] on 11/02/2019 - 12:02
                        +1

                        @blergmonkeys: What is Bitcoin Cash?

                      • SnoozeAndLose on 11/02/2019 - 12:06

                        @blergmonkeys: i should rephrase, "If everyone can be refund to credit card or cash with gift card purchase, many business would have been bankrupted by now."

                        Let say you paid $600 for a $750 gift card and now you want $750 in credit back??

                        • anonymous12345 on 11/02/2019 - 14:07

                          @SnoozeAndLose: He wants the $600 back not $750, so he can buy elsewhere..

                          • bobbified on 11/02/2019 - 15:08

                            @anonymous12345:

                            He wants the $600 back not $750, so he can buy elsewhere..

                            We know that - but there's no refunds on gift cards, full stop. OP is arguing that he wants his "money" for the giftcards back, not "cash".

                            • anonymous12345 on 12/02/2019 - 12:15
                              +1

                              @bobbified: We know that - but there's no refunds on gift cards, full stop. - Yes and I'm sure OP already knows this by now.

                              I think OP is arguing on your choice of word "cash" on this comment which he didn't mean and the idea that he wants the full value of the gift card which he got discounted.

                              Why is he arguing it, my guess is to defend himself from the people accusing him of trying to scam.

                    • Bargain80 on 12/02/2019 - 12:48
                      +1

                      @bobbified:

                      Is money not cash?

                      Cash is money.
                      Money is not always cash.

                      I can understand OP situation.
                      But I don't have a solution.
                      Maybe he recover most or all the money by selling it privately.

        • Moderatorneil on 11/02/2019 - 12:09

          To all in this subcoversation, personal attacks are not welcome. People are becoming rude and this won't continue. Discuss respectfully or not at all.

      • S2 on 13/02/2019 - 11:17

        It sucks to have run out of negs. So many comments are worthy.
        Well said neyo.

  • [Deactivated] on 11/02/2019 - 11:25

    You could be infinitely rich if you got your way. Harvey Norman are being reasonable.

  • melbourne guy on 11/02/2019 - 11:49
    +3

    The way I see it, there is 2 options (these apply to me too):

    1: Wait for HN to send the watch and nag them every day until they do so, for as long as it takes.
    2: Get order cancelled, get your gift card back, then use it to buy something else in the future. Gift cards last 3 years, so it's likely something else worth buying from HN will come up during that time, and you still get a discount on the new purchase.

    We risked it for the biscuit, unfortunately HN are incapable of ordering in said biscuit.

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