Harvey Norman - Furniture - Too good to be true

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Forums › Bargains and Deals › Harvey Norman - Furniture - Too good to be true

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#1398114 1-Oct-2015 16:13

The herald is running it top of their webpage - http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11522214

Stuff will get it soon, and their comments section will be full of people demanding HN honour it.

It was a mistake. Mistakes happen.

tripp

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#1398146 1-Oct-2015 16:51

Yes they do, does not help that they cc'd the email however.

Sure it was a mistake but then saying "no" and making another big c**k up does not help lol.

mattwnz

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#1398168 1-Oct-2015 17:18

trig42: The herald is running it top of their webpage - http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11522214

Stuff will get it soon, and their comments section will be full of people demanding HN honour it.

It was a mistake. Mistakes happen.

Saw the story on Stuff at http://www.stuff.co.nz/business/72613263/harvey-norman-customers-angry-after-biggestever-retail-sale-error .

"They offered her a refund and a $100 Harvey Norman Gift Voucher."

So apparently some people were offered a $100 voucher which is good of them IMO. JB Hi Fi never did this when they had a pricing error and that was less obvious than this one for something that was end of line.

tripp

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#1398185 1-Oct-2015 17:32

mattwnz:
trig42: The herald is running it top of their webpage - http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11522214

Stuff will get it soon, and their comments section will be full of people demanding HN honour it.
It was a mistake. Mistakes happen.

Saw the story on Stuff at http://www.stuff.co.nz/business/72613263/harvey-norman-customers-angry-after-biggestever-retail-sale-error . "They offered her a refund and a $100 Harvey Norman Gift Voucher." So apparently some people were offered a $100 voucher which is good of them IMO. JB Hi Fi never did this when they had a pricing error and that was less obvious than this one for something that was end of line.

Yes I saw that.
What made me LOL is this part
"The cherry on top is when they sent this email, they breached every customer's privacy by copying everyone into the email . Now hundreds of fuming customers are not only furious that Harvey Norman aren't willing to honour their advertised prices at which they sold their goods, but they are now receiving emails from all of the disgruntled customers on that receiving email list who are hitting 'reply all'. Butcher said she was getting rude comments from some of the customers about her business "unique" logo on her email address."

I don't think asking if her logo was a lemon or a lime is "rude" and it is also not "all" the customers, there has been a total of 18 replies to it. Most of them asking if people had been contacted and others saying it was not smart ccing everyone.
Also Butcher was the person that started the "reply to all" and she has done it 3 or 4 times so far (out of the 18).

tripp

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#1398187 1-Oct-2015 17:51

Oh and now a new email from "privacy officer"

With no subject line (it's like these guys don't know how to use email)

Saying we stuffed up, chill it was only your email addresses no other details, if you have questions let us know on this email address

clinty

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#1398188 1-Oct-2015 17:57

Check the headers

Is it actually from HN?

Clint

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#1398192 1-Oct-2015 18:08

Got the privacy email and another email from HN customer first saying they will send me 100 voucher. Good on them

tripp

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#1398200 1-Oct-2015 18:08

clinty: Check the headers

Is it actually from HN?

Clint

yes and just got another one, again with no subject

Saying refund + $100 voucher posted out to our address that the purchase should have gone too.

It would seem they have made a couple of "new" email address today
1) privacy officer
2) customers first

mattwnz

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#1398223 1-Oct-2015 18:32

I say good on them with the voucher. This is how you treat customers when you make an error, and $100 voucher is pretty generous IMO for something that was an obvious error, even though it was meant to be a huge sale. JB Hifi should take note, this is how you look after your customers when you make a pricing error that isn't so obvious. The voucher means that people will come back to the store and spend, and shows good faith and respect on behalf of the company to the customers.

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#1398225 1-Oct-2015 18:35

mrtoken: Oh the sofa I ordered has dropped from 3k to 2399.

my friend was so happy about their bed they bought for $2500, down from $8000 ... prices are just made up for the customer to feel good during their biggest-ever-let's-not-make-any-errors-today sale

gzt

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#1398239 1-Oct-2015 19:13

mrtoken:
clinty: Check the headers

Is it actually from HN?

Clint

yes and just got another one, again with no subject

Saying refund + $100 voucher posted out to our address that the purchase should have gone too.

It would seem they have made a couple of "new" email address today
1) privacy officer
2) customers first

Same person got promoted twice in one day ; )

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#1398260 1-Oct-2015 19:54

trig42: The herald is running it top of their webpage - http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11522214

Stuff will get it soon, and their comments section will be full of people demanding HN honour it.

It was a mistake. Mistakes happen.

Yes absolutely it's not one mistake, it's ... mistakes happen. FOrgetting to turn off the oven - mistake. Sending emails to 100s of people ... incompetence. Trying to sell a product that is supposedly worth, $1300, $2600, $3000, for $59 - total incompetence. I wonder if it's also illegal to put random prices up at random times.

mattwnz

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#1398342 1-Oct-2015 23:00

There appears to be a lot of protection for businesses with this sort of thing. Sometimes it is difficult for consumers to tell whether an error is a genuine one, as we have come to expect a decent percentage off in sales..

throbb

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#1398347 1-Oct-2015 23:39

mattwnz: There appears to be a lot of protection for businesses with this sort of thing. Sometimes it is difficult for consumers to tell whether an error is a genuine one, as we have come to expect a decent percentage off in sales..

There should be a lot of protection, for genuine errors. With online shopping a misplaced decimal point could cost a company so much money. This one was a pretty obvious error, $3000 furniture selling for $100.

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#1398471 2-Oct-2015 09:39

Man there are some days I despair for the future of our country! It was a mistake, any idiot could tell that. There are legal protections in place for a good reason, and it's fair.
HN aren't my favourite company, but good grief, the fact they gave a $100 voucher when they had no obligation to do so, is good customer service.

Obviously I expect they will be more vigilant going forward.

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