Harvey Norman - Furniture - Too good to be true

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#1427053 12-Nov-2015 17:04

DaveB:
Accidents do happen you know. What do you want to see? A few heads rolling? Really? IT WAS A MISTAKE !!

Business processes should be in place to detect and prevent mistakes like this. Even someone reading thru the list of sales prices before it went live would have caught something like this.

Richard rich.ms

Talkiet

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#1427121 12-Nov-2015 19:22

richms:
DaveB:
Accidents do happen you know. What do you want to see? A few heads rolling? Really? IT WAS A MISTAKE !!

Business processes should be in place to detect and prevent mistakes like this. Even someone reading thru the list of sales prices before it went live would have caught something like this.

I completely agree with THAT statement.

Requiring companies to publicly air their business processes and mistakes? So far OTT it's not funny. It's a shame I could only +1 the "I wish I could downvote your comment" once!

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

richms

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#1427123 12-Nov-2015 19:27

Talkiet:
I completely agree with THAT statement.

Requiring companies to publicly air their business processes and mistakes? So far OTT it's not funny. It's a shame I could only +1 the "I wish I could downvote your comment" once!

At the discresion of the commerce commision. Its not the first time that HN has done this, and they need to have something done about it if it keeps recurring. The CC just saying that noone lost out because of it so no big deal nothing happens is a bit of a copout.

Richard rich.ms

jonathan18

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#1427143 12-Nov-2015 20:02

Talkiet:
richms:
DaveB:
Accidents do happen you know. What do you want to see? A few heads rolling? Really? IT WAS A MISTAKE !!

Business processes should be in place to detect and prevent mistakes like this. Even someone reading thru the list of sales prices before it went live would have caught something like this.

I completely agree with THAT statement.

Requiring companies to publicly air their business processes and mistakes? So far OTT it's not funny. It's a shame I could only +1 the "I wish I could downvote your comment" once!

Cheers - N

I think HN could reduce the chance of this kind of thing happening again if they were to also publish the original price of sale items on their website. Without this contextual information they made the situation far more ambiguous than it needed to be, and remove from the argument those that said they had no idea of what the true value (or at least RRP!) of the items were.

MikeB4

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#1427145 12-Nov-2015 20:08

Mistakes happen, we all make them, we are all human. But, when a mistake is made, face it, fix it and take the licks then move on. It would be less damaging in the long term.
HN maybe in the right strictly by law but they have probably lost more buy not honoring.

networkn

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#1427147 12-Nov-2015 20:13

MikeB4: Mistakes happen, we all make them, we are all human. But, when a mistake is made, face it, fix it and take the licks then move on. It would be less damaging in the long term.
HN maybe in the right strictly by law but they have probably lost more buy not honoring.

I seriously doubt they lost more than they would have by honouring discount levels so deep on such big numbers.

Bottom line is, next time they have a good sale, people will be lined up down the street, like normal.

Be honest, if you saw the item you wanted and only HN sold it, or HN had it $300 cheaper than anywhere else, regardless of this, you would be in there, right?

mattwnz

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#1427150 12-Nov-2015 20:21

Basically the story says that they have given them a warning, so if it happens again, they may possibly treat it differently. Will be interesting to see if something like it occurs again.

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scuwp

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#1427421 13-Nov-2015 10:35

Seems they didn't fair to well in the latest consumer satisfaction survey

http://www.stuff.co.nz/business/73989594/consumer-survey-shows-new-zealands-best-and-worst-retailers

Lazy is such an ugly word, I prefer to call it selective participation

MikeB4

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#1427424 13-Nov-2015 10:38

scuwp: Seems they didn't fair to well in the latest consumer satisfaction survey

http://www.stuff.co.nz/business/73989594/consumer-survey-shows-new-zealands-best-and-worst-retailers

That's the cost that I was referring to earlier. Sometimes it's more cost effective to take the hit

sir1963

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#1427433 13-Nov-2015 10:58

scuwp: Seems they didn't fair to well in the latest consumer satisfaction survey

http://www.stuff.co.nz/business/73989594/consumer-survey-shows-new-zealands-best-and-worst-retailers

And yet, people will look around, see their price is cheaper, or they have interest free terms and go there anyway.

I bought a new free standing oven for a rental property from HN simply because their price was cheaper and they offered interest free terms
and I had looked at all the other retailers. It was quick, simple, in stock, I could pick it up from their warehouse on a Sunday, and I had it installed 1 hour later (I am a sparky so it was DIY).

Happy me
Happy Tenants
End of Story.

DarthKermit

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#1427441 13-Nov-2015 11:17

So, is anyone gonna boycott HN out of principle because of the way they've handled this cockup?

tdgeek

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#1427453 13-Nov-2015 11:27

DarthKermit: So, is anyone gonna boycott HN out of principle because of the way they've handled this cockup?

Not me. Its a mistake, it will happen again at any business we choose to pick. If we boycotted every company that made a mistake
we wont be buying anything. By handling this cockup, do you mean they didn't honour an obvious mistake? The thread has blown way
out of proportion. The error was taken down the next morning I think, thats 6 hours of sleep time, didn't they offer something to those
who ordered/tried to get away with a mistake? I don't see the problem

sir1963

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#1427456 13-Nov-2015 11:30

DarthKermit: So, is anyone gonna boycott HN out of principle because of the way they've handled this cockup?

No, because I think they did the right thing.
Mistakes happen, get over it.

I go back to my first impression of the complainers:
There are people, when given the wrong change will say nothing, its their "score"
Those same people if they walk out of the same shop with less change than they should have will claim the store "ripped them off"

Or they find a wallet, take the money out "Finders keepers", they will then bitch if it was their wallet and "some bastard stole their money".

andrew027

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#1427512 13-Nov-2015 12:41

DarthKermit: So, is anyone gonna boycott HN out of principle because of the way they've handled this cockup?

Not me. When I'm looking to buy something I'll check out all the big box stores and if HN have what I want cheaper than anyone else I'll still shop there. The only thing this "fiasco" has proved to me is that there is room for improvement in the QA processes in their web team.

People screaming that HN are in breach of the Fair Trading Act probably haven't read as far as section 44: it is a defence to a prosecution for an offence...if the defendant proves that the contravention was due to a reasonable mistake.

mattwnz

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#1427682 13-Nov-2015 17:07

I tend to avoid shops that I have bad experiences with, but I wouldn't go into their store to ask them to match a price, or use them for everyday stuff. Even if they had a special, another store is likely to match the price. I think though HN dealt with this one in a reasonable way by compensating for the inconvenience with the voucher. Other stores wouldn't have done this.Especially as it was really and obvious error. It tends to be a few of the Australian chains/brand franchises that I no longer would shop at by choice after a few bad experieces, and they are ones at the bottom of the list, so figures. At the end of the day it is how they deal with errors and cmmunciate them to their cusomters, not that they make the error in the first place, becuase we are only human.

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