SCUMBAG BILLIONAIRES: A STORY OF A BIG BUSINESS AND ITS’ ARROGANCE.
It is hard to say much in Australia about one of the countrys’ national identities. The Australian public love arrogance and bluster because it is our way. We allow ourselves to bully and subjugate simply because we have learned that we can.
Besides, commercial television and radio are grubbing for the advertising dollars and they don’t want to upset the clients.
The makeup of one of our biggest retail businesses is a maze of companies and franchisees. It is the work of a dedicated journalist to spend their working lives unravelling the matted ball of threads that is HARVEY NORMAN.
What a hell of a story it would be. Whether it would be worth the trouble is probably subjective.
GERRY HARVEY, the man behind the wheel, is a Master Mariner in the world of retailing. This is a man who once claimed that online marketing would simply be a fad. In 2008 he was claiming that online retailing is a dead-end. Huh?
He still does not get it. His has been the most vociferous voice, and to give him just a little credit, it is fair that the big online retailers pay the due GST (Goods and Services Tax). Not that many have heard him advocating their paying bigger shares of Company and Income taxes. Given his vast wealth, he is not one to miss an opportunity to play fast and loose when it comes to the taxes which tend to keep the community running with a degree of social welfare. Not unlike most other billionaires, so no real change on that level.
In 2014, once again posing as the Common man, Gerry Harvey said “ Nov 1, 2014 – Retail king Gerry Harvey says his life can be described in the three distinct car … “I bought a car called a 300K Chrysler and it was probably the only one in the country at the time,†he said. … “You drive a Lexus and no bastard looks at you.†Buying cars based on image is an attitude common in young men,.. “ He failed to add that in 2014 the Lexus sold from $32,000-$90,000 USD. Not exactly a car for the Common Man. But he got away with it, selling himself as a noisy but likeable larrikin.
Enough about our friend Gerry. Time to learn about Harvey Normans’ 1 HOUR CLICK AND COLLECT. (Bearing in mind that if you do a bit of checking, the online store is just another franchise and is operated as usual, at arms’ length from Gerry Harvey to such a point that his company can use deniability whensoever it chooses.)
What does 1 HOUR CLICK AND COLLECT mean to you? Online shoppers can often integrate ordering online and picking up at the store. Common as breathing. You need a product quickly, a Christmas pressie, an urgent fix to some project you are trying to deal with. Lots of reasons. So what does the normal online shopper do? First, you decide that you don’t want to use Amazon or AliExpress, because sometimes you really NEED the product quickly. Then you go in search of your product and price it the best way you can.
Let us say that you live a few minutes away from the store you want to pick up at. Simple. You go to the map, see your store and decide to click and collect. Some people use CLICK AND COLLECT because the item you want may not be immediately in that store. That particular franchisee ( there are many different franchisees under a single roof of course with Harvey Norman. Mostly.
For our example I am using a Canon 90D camera package with an 18-135mm lens.)
This is where the Harvey Norman 1 HOUR CLICK AND COLLECT is entirely misleading and perhaps even fraudulent. Oh yes! When you (IF you) read the four pages of tightly written terms and conditions you find quickly that there is no such thing as 1 HOUR CLICK AND COLLECT. But who reads all that small print when you’ve used a similar service with lots of other stores and you are probably used to the way it works. They find the item in the store near you, (or tell you that it will be in stock in….hours/days.) OK, that’s fine. If time is an imperative you just find another store that is within a decent distance and find it there. Most stores will send you an SMS or a phone call. That is supposed to be what bricks and mortar retailers do when they integrate an online ordering system.
It’s not rocket science.
Here is a timeline of what happened, and why I personally believe that over and above the misleading of the customer, it is the end-of-line FRANCHISEE that is being DEFRAUDED.
At approximately 2pm I placed my order, gave all the required details and the telephone number for contact. We have accounts with Westpac, Bendigo, and a Credit Union. ALL of whom have brilliant checks for fraud. If a purchase is made that seems suspect they ALWAYS call us and ask. I expected the Harvey Norman Online store to call our number and go through the same checks the bank ALWAYS makes.
1: “Hello (name) I notice you placed an order with (name) is this correct?
YES
May I just ask you a couple of questions for our security?
OF COURSE.
“Could you just give me your full name and address?
(YES, DONE.)
“And you placed an order with (COMPANY NAME)
YES
“Well, thank you (name). You have a lovely day and thank you for speaking to us.
So, that’s all done. No problem. Bank checked and all.
BUT. At 2.21pm the following email from HARVEY NORMAN ONLINE AS FOLLOWS.
<https://www.harveynorman.com.au> Questions? Contact Us <https://www.harveynorman.com.au/contact-us/?Field1=&[email protected]&Field36=Online%20Order&Field37=2102302933> Hi Graham! Thanks for placing your order with us. It is currently being reviewed by our online team. Order number: *2102302933* Issue date: *28/12/2019* Your Order Qty Price Canon EOS 90D Super Lens Kit Product code: 90DSK * SAVE $500 * 1 $1798 *Total Paid: $1798* (Incl. GST $163.45) Why is my order being reviewed? We endeavour to provide a safe online environment for our customers by implementing routine checks for orders. This is to ensure that no purchase is made without the card holder's authorisation. This review may take up to 24 hours. Please note, orders placed outside of business hours may not be processed until the next business day. What happens next? Once your order has been reviewed and approved, we will send you an order confirmation, followed by either a delivery or pickup email. If any complications arise, we will be in contact with you. If you have any questions, please email us on [email protected] <mailto:[email protected]>. This email has been sent by The eComm Store Pty Ltd trading as Harvey Norman Online. If you are not the intended recipient, please contact us <https://www.harveynorman.com.au/contact-us> and delete all copies of this message. Please note, this email was sent from an outgoing-only address that cannot accept incoming emails. © 2018 The eComm Store Pty Ltd ACN 145 985 815 trading as Harvey Norman Online, Locked Bag 2, Silverwater BC NSW 1811 Website: harveynorman.com.au <https://www.harveynorman.com.au> Email: [email protected] <mailto:[email protected]>
No point in replying. It is an automated none reply email address, so I used one of their links to the securityonline address.
At 2.28pm the following email from them:
Dear graham, We would like to acknowledge that we have received your request and a ticket has been created. A support representative will be reviewing your request and will send you a personal response.(usually within 48 hours). To view the status of the ticket or add comments, please visit https://support.harveynorman.com.au/support/tickets/2225627 Thank you for your patience. Sincerely, Harvey Norman Australia Support Team.
NO ONE CALLED THE NUMBER GIVEN FOR ANY SECURITY CHECK AND THEY STILL HAVE NOT DONE SO.
At 3.29 the following email from Harvey Norman online:
Hi Graham! Thanks for placing your order with us. However after careful
review, we have decided to not accept your order. We apologise for any
inconvenience.
Order number: 2102302933 Issue date: 28/12/2019
Your Order Qty Price
Canon EOS 90D Super Lens Kit
Product code: 90DSK
- SAVE $500
*
1
$1798
Total Paid: $1798
(Incl. GST $163.45)
Why have we rejected your order?
Reasons for cancelling orders most commonly involve credit card and address
validation errors, or a mismatch of information.
We apologise for any inconvenience this has caused. If you feel the order has
been rejected incorrectly, please contact us to discuss by email on
[email protected] [email protected].
This email has been sent by The eComm Store Pty Ltd trading as Harvey Norman
Online. If you are not the intended recipient, please contact us
https://www.harveynorman.com.au/contact-us and delete all copies of this
message. Please note, this email was sent from an outgoing-only address that
cannot accept incoming emails.
© 2018 The eComm Store Pty Ltd ACN 145 985 815 trading as Harvey Norman Online,
Locked Bag 2, Silverwater BC NSW 1811
At 3.29 the following email from Harvey Norman online:
<https://www.harveynorman.com.au> Questions? Contact Us <https://www.harveynorman.com.au/contact-us/?Field1=&[email protected]&Field36=Online%20Order&Field37=2102302933> Hi Graham! Thanks for placing your order with us. However after careful review, we have decided to not accept your order. We apologise for any inconvenience. Order number: *2102302933* Issue date: *28/12/2019* Your Order Qty Price Canon EOS 90D Super Lens Kit Product code: 90DSK * SAVE $500 * 1 $1798 *Total Paid: $1798* (Incl. GST $163.45) Why have we rejected your order? Reasons for cancelling orders most commonly involve credit card and address validation errors, or a mismatch of information. We apologise for any inconvenience this has caused. If you feel the order has been rejected incorrectly, please contact us to discuss by email on [email protected] <mailto:[email protected]>. This email has been sent by The eComm Store Pty Ltd trading as Harvey Norman Online. If you are not the intended recipient, please contact us <https://www.harveynorman.com.au/contact-us> and delete all copies of this message. Please note, this email was sent from an outgoing-only address that cannot accept incoming emails. © 2018 The eComm Store Pty Ltd ACN 145 985 815 trading as Harvey Norman Online, Locked Bag 2, Silverwater BC NSW 1811 Website: harveynorman.com.au <https://www.harveynorman.com.au> Email: [email protected] <mailto:[email protected]>
An email was then sent to complain and tell them that they made NO SECURITY CHECK. THEY DID NOT CALL THE NUMBER GIVEN, AND NO SECURITY QUESTIONS WERE ASKED. They debited the account, and then rejected the order. Bearing in mind that this was a 1 HOUR CLICK AND COLLECT, several hours had been wasted trying to talk to a human being and willing and able to give all security details. “Let’s just go into the store and buy it.†My partner said. “At least we can sort it out in the store.†So we went to Harvey Norman in Hoppers Crossing, just five minutes away, hoping that we could sort things out. The product was in stock, no problem. I was angry, but reserved and not impolite. Seeing the set on my face, the sales manager, who is a delightful man called Prab Mawwah, explained that if we wanted the product, we would actually have to pay for it instore. I explained that a check of our account said the payment had been made. “Well, we don’t…. we are nothing to do with the online business.†He said.. “We can’t do that.†So we asked him to call the online franchise, and check with the order number. He rattled away on his computer with our order number and then said “We don’t have it. It’s not in our system.†I pressed.
“Call them please?â€
He got on the phone, AND the chat line simultaneously. After 19 minutes the telephone was answered. But he had already told our story over the chat line.
We paid again, using the same credit card and our full ID, so now we had paid TWICE. I was very happy with Prab. He gave us lots of good information. He is only a franchisee, and cannot do much except try to deal with irritate customers with diplomacy and care. Which he did brilliantly.
SO WHERE IS THE APPARENT POTENTIAL FRAUD?
OK. Money taken from our account and then order rejected.
Money and order NOT sent to the store with the product, so they would not even know that they have lost a nearly $1800 sale. They simply would not know. THAT is fraudulent.
On returning home we called our bank. They said to call them and open a dispute if the money was not credited back within 24 hours.
WE were debited TWICE for a product. BUT then things get even worse.
NEW YEARS EVE DAY: Checked bank. Money debited by online store was credited back, and sale from store was fine. THEN a THIRD payment PENDING from the online store! WTF!
There are hundreds and hundreds of similar complaints and people feeling ripped off and will not shop online or instore with Harvey Norman. Many not as able as we are in following things up. They have money being held for days, weeks and even months by the online store, and never anyone to talk to.
This means that the STORE FRANCHISEE is being ripped off, the customer is being ripped off, and all that money, amounting to probably MILLIONS OF DOLLARS is going in and out of the online business which is mostly automated and making money off people who GET NOTHING.
MR HARVEY! This is fraudulent behaviour! YOU do not understand online marketing and I feel so sorry for your hard working and struggling store franchisees who really don’t know what is happening, and have to deal with irritate customers like me.
Of course it makes the online business look profitable doesn’t it? All that money going in and out like that. Oh very slick!
I have asked and demanded a phone call with an explanation and apology. NO REPLY. NO CONTACT WHATSOEVER. So we will wait to see if the THIRD payment for a product that could have been purchased in less than an hour without the heartache, rigmarole and free funds for the online business, which is both shambling, and obsolete as well as reckless, careless and conscienceless.
Get your house in order MR HARVEY. Support your instore franchisees who try hard to make a living. Sort out your online franchise.
It is easy enough to MAKE MONEY but not so easy to EARN RESPECT.
Your online franchisee collects information on us MR HARVEY. It uses that information as it wants to, and probably makes some decent dosh from it.
I am only 8 years younger than you MR HARVEY. My business was in computers/electronics and video and my ‘Job’ as a marketer and journalist. I am happy in my retirement.
Once, you had my respect. Back in the late 80’s I think it was when your first story opened in ERINA near Gosford. I spent nearly ten thousand dollars in cash in that store in the first few days of opening. I also knew you just a little back then. I think we met in a lift! In or around 2GB.
Once you were admired and respected. Now that you are a billionaire and completely out of touch with real people you let WANKERS run your online business???? That is so foolish! You are a disappointment and thousands of people who no longer shop with Harvey Norman think so too. And how sad it is when it is your dedicated franchisees in your bricks and mortar retailing business who are being ripped off?
You are 80 years old, and it is OUR generation who created the internet. We played on and worked on and built and sold computers and software. You are NOT just an old geezer with no knowledge of what we have done these 40 odd years! Now it is time to grow up, accept responsibility and begin to build an online business that is not run by FOOLS AND HORSES!.
BTW. I AM NOT ON FACEBOOK, SO IF ANYONE WANTS TO POST THIS TO THE HARVEY NORMAN FACEBOOK PAGE PLEASE FEEL FREE! I LOOK FORWARD TO A PERSONAL CALL FROM GERRY HARVEY. THEY HAVE MY NUMBER.
LINKS: I have not hyperlinked much in this piece. You will find much of the information you need below. I urge you to click on the links to inform yourselves. Good luck and please don’t knock the poor instore franchisees who never see the orders that are supposed to be put through to them. All it takes is a direction to the store through CLICK AND COLLECT. There, we can give all our ID required.
https://forums.whirlpool.net.au/archive/2570989
https://opencorporates.com/companies/au/145985815
https://www.crn.com.au/news/apple-harvey-norman-samsung-among-most-complained-about-in-nsw-534744
https://www.complaintsboard.com/harvey-norman-b108799
https://www.productreview.com.au/listings/harvey-norman-online?page=2#reviews
https://www.complaintsboard.com/yodel-australia-yodel-is-a-scam-buyer-beware-c336150#c2084528
