I had purchased a Sony 46EX700 TV and a Philip hairdryer from Harvey Norman on 13th June 2010.
The salesman introduced me to the Sony TV and the Philip hairdryer. Upon checking, He confirmed that there is stock for the Sony TV BUT not for the Hairdryer. Actually, I wanted to purchase the stuffs from an alternative outlet which had stock for both items but the saleman proposed that he would send the TV set AND the hairdryer if I were to purchase the stuff from him. After which, He transferred me to Saleman B for further explanation about payment.
This sparked off the WORST service commitments that I have ever encountered in Singapore.
• B wasted my precious time by introducing and demonstrating some irrelevant products. This is PURE HARDSELL as I have already indicated I am not interested.
• Advice was not given accordingly on my purchase which would enable me to enjoy the discount that was offered by the store. CUSTOMER benefit was not maximized.
• He asked if it was possible to deliver the items on Wednesday instead of Tuesday, thus giving them more time to pack and send the items. My preferred TIME OF DELIVERY was not adhered to.
The Television set and the hairdryer are supposed to be delivered to my house on the 16th June 2010.
However, I got a called from Salesman A on the 14th June 2010 stating that there is a shortage of TV set and I will only be able to receive my stuffs 2 weeks later.
I am extremely disappointed as I have purchased this TV set to watch the World Cup which is only broadcasted once every 4 YEARS. This meant that I have missed half of the tournaments screened on the new TV.
Is this Harvey Norman’s value to provide customer with good quality service and product EVERYDAY?
Being an understanding person, I trusted that it is not your company’s default but Sony’s shortage of supply for the TV set. Therefore, I agreed to wait for another 2 weeks. I asked if there is any goodwill compensation, and Salesman A replied that he will give me another extra HDMI cable valued at $150.
There was no call from Harvey Norman 2 weeks later. I had to call Harvey Norman myself on the 29th June 2010 (Tuesday) to enquire about my TV set and hairdryer. The answer I got is negative and depressing.
• Not only was Salesman A not able to deliver the set, he did not know when it will be ready.
• The reason he gave was that due to the IT show, there were too much demand for the TV set.
• This is not an acceptable reason as he was the one who had confirmed with me that there is stock for the TV when I enquired with him on the day of purchase.
• I decided to collect the hairdryer first as I needed it urgently. The salesman A said it would be troublesome for me to get the hairdryer separately.
• Upon me insisting of getting the hairdryer first, Salesman A promised he will get back to me in awhile. But to my disappointment, the hairdryer was still out of stock.
• Salesman A ensured me that I can get my hairdryer during the coming weekend (3rd-4th July 2010) as the stock would have arrived.
Then B called me on 1st July 2010 (Friday) and told me the TV set will be ready on Monday and persuaded me not to collect the hairdryer and wait for it to be delivered together with the TV set on either the coming Tuesday (6th July2010) or Wednesday (7th July 2010). Salesman A even promised that Salesman B would give me a call upon delivery of the items to me.
My patience with HARVEY NORMAN is reaching its limit with all this to and fros and I am extremely angry with the bad services, poor excuses and the constant delay of delivery.
However, I am reasonable and agreed to Salesman A’s request. Later at night, Salesman B called me and ensured me that the TV set would reach Harvey Norman’s Warehouse and I will get all my items either on Tuesday (6th July2010) or Wednesday (7th July 2010). Salesman B even promised me he would call me on Monday to keep me updated about the delivery of my items.
Monday came and I never received any calls from Salesman B. I called up Suntec City Harvey Norman branch 3 times between 11am to 6pm.
The first call was made at 11am and a female salesperson picked up the call. Upon checking, she mentioned that my TV set has not arrived yet and asked me to call again later in the day.
At around 2pm, I called again but no one picked up my call. I decided to call in at 6pm and this time Salesman B picked up my call. He said the TV set was still not in yet and he will call me back to keep me updated. I was very disappointed and furious as the promises made by Salesman A and B are not kept. I insisted that Salesman B call me back by that day itself to confirm me on the status of the TV set. Salesman B promised that he will call back before 8pm.
Salesman B finally called after 8pm and I have to wait another FREAKING 2 weeks as shipment was delayed. Upon hearing the shocking news, I felt cheated.
Is this Harvey Norman’s value to provide customer with good quality service and product EVERYDAY?
This is the WORST buying experience I ever had.
I decided to ask Salesman B what are options I could choose as I am really disappointed and sick of all the empty promises made by him. Salesman B kept telling me to give him another 5-10 minutes for him to check what he can do further to help me.
I agreed to his request and waited patiently. But again, salesman B broke his promise as he only managed to call back after 20 minutes. This time round, he confirmed with me that he had found 1 set of the Sony TV and everything including delivery and installation would be on Wednesday (7th July 2010) between 3pm to 8pm. He mentioned that the delivery of the TV will be between 3pm to 5pm and the installation would be from 5pm-8pm.
After hanging up, I felt uneasy.
• Salesman B had insisted that the shipment was delayed in the first place
• Only after I confronted him as to the available options, he told me that he had found a set of TV.
I decided to call back to confirm if the set is a display or exchanged set. He persistently promised me it would be a new set.
On 7th July 2010 (Wednesday), I asked my secretary (Ms Jane) to wait for the delivery of the items as I needed to attend a client meeting urgently.
• My secretary waited from 3pm – 4.30pm and there was no call from Salesman B or the delivery man.
• Therefore my secretary decided to call up Salesman B. To her surprise, he mentioned to her that he told me the delivery is from 3pm-8pm instead of 3pm-5pm.
• My secretary argued with the fact that how can a delivery time be changed upon the liking of the salesperson and how reasonable it is for a person to wait for 6hours for a delivery.
• Upon hearing this, he immediately changed his words and ensured my secretary that the TV will be delivered between 3pm-6pm.
• My secretary was unhappy and wanted him to give her a rough timing as she would be knocking off at 5pm.
• He promised that he will call the delivery man to check on the timing and give her a call back.
• 10 minutes later, he called and said the delivery will be between 5.15pm.-5.40pm. My secretary had no choice but to wait.
• At 5.25pm, the delivery came and my secretary called up Sony to check whether the TV is a display set by giving the serial number. To her surprise, the Sony customer service officer told her that the set is a new one but was delivered to the Harvey Norman warehouse on the 2nd July 2010.
Is this Harvey Norman’s value to provide customer with good quality service and product EVERYDAY?
How is it possible that there is a delay in shipment as mentioned by him on Monday when Sony had already delivered the stock to your warehouse on 2nd July 2010.
They also did not deliver the extra HDMI cable as promised.
This leads me to believe that all the reasons that he had came up with are nothing but lies and excuses.
How can an MNC like Harvey Norman fail to live up to its promises of delivering an ordinary TV set and Hairdryer as promised?
