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Harvey Norman worst for customer service: Choice


Leading furniture and electronic goods retailer Harvey Norman has scored the poorest customer service rating of Australia's major retailers in a new survey by advocate group Choice.

Fairfax reports Choice sent four shadow shoppers out to branches of ten major retailers including Big W, Bunnings, David Jones, Dick Smith, The Good Guys, Harvey Norman, JB Hi-Fi, Kmart, Myer and Target and ranked them on various parameters.



The retailers were judged for availability and helpfulness of staff, product know-how and returns process.

Which retailers do you find most helpful? Have your say at our Facebook page

While Harvey Norman received the worst feedback, Choice said most other stores provided a ''frustrating'' shopping experience.

The major complaint was staff ignoring customers and not being knowledgeable about the products.

Stricken department stores Myer and David Jones also received poor ratings with most consumer complaints made against sales assistants who kept them waiting for service while constantly being engaged in conversation with each other.

Photos: Check out some heartwarming and horrifying customer service stories


Big W, Target and Dick Smith received better feedback and Hardware chain Bunnings consistently provided the best experience.

''The key advantage bricks and mortar stores have over online retailers is providing face-to-face customer service and product knowledge but, in many cases, this does not appear to be happening on a consistent basis,” Choice spokeswoman, Ingrid Just, was quoted by Fairfax as saying.

Photos: The mega-trends shaping customer service

Just said the retailers who could previously ''get away with poor service'' now had to rethink their commitment to service given online and overseas competition.
 
Fairfax also contacted Harvey Norman who said the results of the Choice survey contradicted the feedback he received from customers.

Which retailers do you find most helpful? Have your say at our Facebook page