My husband and I purcahsed a leather lounge valued at $5000 and reduced to $3000 in January. After six months use, all the seating cushions had collapsed and were extremely uncofrtasble to sit on. Half hour seating was all that could be tolerated before having to get up and walk about due to a painful backside. Furhter to this, one can feel the frame work of the lounge when seated and also ton the arm rests. Unhappy woth this, we visited Harvey Norman Castle Hill, who told us that they would send out someone to review the lounge, however we could have the furniture repaired or replaced or refunded as per store policy. The furniture was insepected several weeks later but the inspector advised this was to be expected and is normal, but did agress the cushions had collapsed. We asked Harvey Norman to provide us with a full refund and we would be happy for store credit for the full amount to assist in the purchase of a replacement lounge. The store manager refused and said we could only recieve $1, 500 - half the reduced cost. Given this we decide to cut our losses but asked for a refund of the $1, 500, to which the store manager refused. we again decided to cut our losses and accepted store credit, only to discover that when trying to purchase a new micrwave using the credit, that the credit was only valid for furniture!! This was never explained. The displayed policy in the store is "Replacement, Refund or Stor Credit - your choice". So where are my choices in this whole transaction. In fact when speaking to the flooperson in charge of furniture to have credit transferred to any part of the store, the very one who sold us the lounge, we were subjected blatant a "no" and when enquiring after the the refund policy were told to look it up for ourselves! The rudeness, condesennding tone and dismissve diatribe was appalling. I will spend my $1, 500 and never set foot in a Harvey Norman stor again, ever. Harvey Norman should note that we have done what we should have done in the first place and spent $15, 000.00 on a quality leather lounge and a reputable store.
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