Harvey Norman Alice Springs - Alice Springs, Northern Territory

Mag W.

Waited 2 months for a washing machine. No contact or updates offered. Went in store to chase it up today (18/2) to be told it had arrived on the 05/02. I'm wondering how much longer it would've sat out the back if I didn't go in. For a town where residents have limited options, this is really disappointing. The only reason I will ever shop there again is because of the wonderful, 5 star service I received from Lele.

Dennis O.

Convenient, however, lacks many of the items big cities have. I prefer buying items online and having it shipped to Alice.

Leslie

Poor customer service.

The Staff the aussie young bloke with curly short hair refused to assist us as he said he can only help customer on electronic side only but later on we saw him assist a customer to by a kitchen appliances.

Same staff had been also rude to me on a separate occasion when I went there to collect an order his voice was angry even I asked him politely 🤷‍♀️

Lin Y.

The worst experience EVER!!

This service is so poor, it doesn't even deserve one star.

At the end of October, I sent my coffee machine for repairs. The store staff told me it would take two weeks to know the investigation results.

After two weeks, the store hadn’t contacted me, so I went to the store in person to check on the status. The staff told me that the machine had been sent out, but they still hadn’t received any results. They asked me to be patient and assured me I’d get an update the following week. A week later, there was still no news. So, I went back to the store again to inquire. They told me it had been sent out but there was still no update, and asked me to wait another week.

After going back and forth 5 or 6 times like this, I was extremely frustrated and couldn’t understand the situation. Each time, I was told to wait for an update, but no one ever reached out proactively. The answers were always the same: the machine had been sent out, but they couldn’t track it, so I had to be patient.

At the beginning of December, a month later, I couldn’t accept these responses anymore. I asked the staff how it was possible that they couldn’t track the machine if it had already been sent. My coffee machine was worth over $1500. Finally, the staff discovered that the machine had never been sent out and had been sitting in the warehouse the entire time!!

What a huge joke!

Staff promised it would be sent out by express delivery on the same day and asked me to be patient, assuring me I would get a tracking number. But once again, they didn’t send it out that day, and I had to wait another week.

Once it was finally sent out, the process was quick — it was fixed and shipped back to Alice Springs in about two days. The system showed that it arrived on 23/12/24. On 24/12/24, I went to pick it up, but once again the staff told us that they hadn’t received it yet, and that it was still being repaired. Another lie!!!
It wasn’t until we insisted that it had indeed been delivered that he changed the story, saying it might still be in the warehouse or on the delivery truck, and that we should come back on Friday 27/12/24.

So, on 27/12/24, I went back to the store, and they gave us the same story with more delays. Only when I expressed my anger very directly did the staff admit that the system couldn’t track the coffee machine and promised to inform the manager. Staff told us to come back the following Monday, which is today , 30/12/24.
Once again, no surprise—no one contacted me. So, I went to the store in person, and the staff recognized me. After searching for a long time, he finally found it 20 minutes later.

After two months, I finally took my coffee machine home, but they couldn’t tell me the test results or which part was fixed. They simply said the machine was repaired.

When I opened the box, I found that the milk frother was missing!!!!

So, what is next? I had enough of this nonsense.

I am truly disappointed with the entire after-sales service experience. I had even purchased an additional three-year warranty, but it was absolutely not worth it.

Michael H.

Nothing and I mean NOTHING would make me go there if I didn't have to go there due to the sad situation in this town regarding competition. I purchased a fridge out of desperation due to the one I purchased 3 years ago broke down. Of course, this is not the fault of the store. However, the sad fact of the matter is when entering the store and not finding a single soul on the floor. A store with no feeling. Simply nothing would make you want to go there. I guess the biggest issue is the disinterest of staff if you see one. No one feels to get up of their desk, stopping checking their social media profile to answer to greet you. Management is hiding in the back offices being on the phone with absolutely no interest whatsoever being in that store. If you would drop unconscious in that store no one would know what to do and how to handle the situation. All they are trained in doing is upselling warranties. I witnessed one staff member almost falling over a fridge when standing next to me because of sheer boredom. I have nothing to give anymore. I am tired and embarrassed to know this store is part of my community.

K H.

Shamroz was extremely friendly and knowledgeable. He helped us find the perfect furniture for our home. He was the reason we came back to the store to make a purchase. It was a pleasure to work with him.

Nina M.

A frustrating shopping experience, so many items without price tags and staff so busy I gave up trying to get their attention so they could tell me how much each item cost. I'll order what I wanted through Amazon instead.

Nat R.

I was buying a washing machine, rang the Alice Springs Harvey Norman said hi I am going to purchase a washing machine can I please collect today. They said no our warehouse is closed you can not pick up ne t week. I said that they need to change what's advertised on their Web site. Reads that to van pay and collect within an hour if your purchase before 4pm.
Looks like I'll buy else where