I had a disappointing experience today (25/10/2019) at Harvey Norman's Tauranga branch on Cameron Rd. My wife and I went in to look at camcorders with accompanying SD card and case, and was assisted by the very helpful Stu. Unfortunately, the store does not have any charged batteries, and so I could not try out the camcorder in store. Stu put a battery on charge for us and we said we would do other shopping and return later. So far so helpful.
When we returned later, Stu discovered that the battery had been knocked off its charger and so had not charged enough for us to test out the camcorder. So I agreed I would return in the afternoon, allowing 3 hours for the battery to charge this time.
I returned after 3 hours but I could not see Stu -- when I enquired of him, I was told that he was on his lunch break and would be ½ hour or so. However, a couple of minutes later I saw Stu in another part of the store assisting another customer (in other words, I was told a lie), so I let him know I was there and waited. In the meantime, other sales staff tried to help me but I told them I was waiting for Stu.
Eventually, Stu said that Lachlan would help me while he was with the other customer, and so Lachlan tried to sell me something much more expensive than the camcorder that I was looking at. When this did not work, Lachlan allowed me to try the camcorder with the now-charged battery, which I then bought along with an appropriate SD card (of which he also tried to sell me the more expensive version) and an appropriate case. Lachlan then tried to sell me an extended warranty (even offering a 35% discount), which I declined. However, Lachlan redeemed himself by offering me discounts on the SD card and case which I accepted. He then entered the details on the store's computer, and took me to the till by the door, where I paid according to the details he had entered.
When I got home, I went to store away my receipt and noticed that I had been charged twice for the case. I called the Harvey Norman number on the receipt and someone with very poor English responded (I had to get her to say her message three times before I could understand her), who eventually put me through to "Judy" at the store (who spoke English perfectly). I explained that I had been charged twice, and Judy said I should return to the store for a refund. The store is 15km round trip, so I was not pleased that I had to go to the store for a third time today! However, I returned to the store and got my refund, with the cashier at the till apologising to me.
I was happy about the products that I had chosen and happy with the discount that Lachlan gave to me, so for that I would have given this store 4 stars. However, this was offset by having to go to the store two more times than I needed to: firstly, because the store does not have a policy of keeping charged batteries available for prospective customers to try out camcorders or other electrical goods; and secondly, that I was overcharged by Lachlan who pretended to give me a discount. For this double disappointment I took away three of the four stars. The over-charging was reversed (and so one start is redeemed) but only because Lachlan was caught out -- what if I had not noticed? I will not trust him again.
Having to return to the store the first time may be due to an accident/mistake; but having to return twice in the same day, *and* be lied to about Stu's presence *and* the store's phone being manned (or womanned) by someone with poor English, looks like there is something systemically wrong with the management of this store. It will take a lot for me to return to this particular store.