Harvey Norman - Moorabbin, 420 South Road, Moorabbin

Reviews

• J

  25.03.2018
  ★ ☆ ☆ ☆ ☆
  I've just had a pretty effin' frustrating experience at the Harvey Norman Moorabbin store and I really need to rant about it, please bear with me, it's a long rant.
  
  I purchased a small electrical appliance online and went to the Moorabbin store to pick up the item at the Click & Collect counter, as per instructions from the Harvey Norman email.
  
  Firstly, the counter was not attended to, and staff who were standing around chatting with each other didn't come to assist. We pressed the bell a few times with no luck. Someone wearing gym gear noticed us standing there and came to help. I assume it was an off-duty staff member. They checked inside the Click & Collect storeroom and told us it was not there and that we had to go to the electrical section instead (why, when the entire store is electrical, I'd never know). So we visited what we thought might be the 'electrical' department and waited again for someone to assist. When we eventually got someone's attention and advised them of our purchase, they told us to go back to the Click & Collect counter.
  
  We knew we weren't going to get any further assistance from Click & Collect as there was no one there anyway, so we went to a different information desk. They checked our order, and told us we had to pick it up from the warehouse at the back of the store. So we drove around to the warehouse and waited there for another 10 minutes for someone to help us, and then waited again for the warehouse staff to search for our purchase in the warehouse. The poor guy must have searched the entire warehouse. When he came back, he said "You wouldn't believe it, but I had to go inside the store to get your purchase."
  
  Between all the waiting and being sent around to different departments over and over again, what should have been a 5 minute exercise took at least 45 minutes to complete.
  
  This is of course not the warehouse staff's fault, and they provided great service above what was expected of them. My gripe is with the staff members inside the store. Why would they send customers around to 4 different departments when the product is right there under their noses? Something is not working at this store. There seems to be a serious lack of communication between the different departments, or the staff have absolutely no idea what's going on. Apart from the off-duty guy, nobody else in the store seemed interested in helping, or bothered searching for a product for their customer. I'm guessing the poor warehouse staff gets the brunt of the anger after customers have been screwed around inside the store. That's probably why they have that notice on the warehouse counter warning customers that violence and abuse will not be tolerated. God knows how many times the in-store staff have sent disgruntled customers to the warehouse after a massive wait, only for the product to actually be inside the store after all. The warehouse seems to be understaffed, whilst there is an abundance of staff members inside the store who aren't interested in helping.
  
  Your Click & Collect website says "We strive to offer our customers a flexible service that is convenient for each individual customer." .. unfortunately I wouldn't count my most recent experience as anything remotely resembling convenience. If your intention was to deter customers from choosing the Click & Collect option, then you've succeeded. You've also succeeded in convincing me to never shop at the store ever again.

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