Harvey Norman Tory Street — Local services in North Island

Exceptional customer service

I’d like to express my sincere thanks to Jordan at Harvey Norman Wellington for his outstanding support and service today.

After having some challenges with my coffee machine, I contacted the store feeling quite frustrated. Jordan was incredibly calm, patient, and helpful — both on the phone and in person. He took the time to listen, explained everything clearly, and never made me feel rushed or pressured.

In store, he kindly walked me through a full test of the machine. He demonstrated the features step by step, and even gave me helpful tips about grind levels and how to get the best out of it. His genuine effort to make sure I understood the process and felt confident using it really stood out.

What I appreciated most was that he focused on helping rather than selling. By the end, I was so satisfied that I told him — without hesitation — I’d be taking the machine back home. His professionalism, care, and respectful attitude completely turned my experience around.

Thank you, Jordan. You made a real difference today!

And I can not write a seperate review so will combine these together:

I’d also like to thank Saskia for her excellent service and genuinely kind attitude.

She was the person who originally helped me with purchasing my coffee machine, and from the very beginning she made the experience smooth and pleasant. Saskia was warm, calm, and easy to talk to — never pushy, always patient, and happy to answer all my questions with care.

She made me feel so comfortable that I ended up placing a deposit that same day to purchase another small appliance for my kitchen. She explained the reserving process and extended guarantee option clearly and offered a great deal, which made the decision easy — the item basically sold itself through her calm and helpful approach.

It’s not always easy to find someone who combines professionalism with a human touch, but Saskia does that naturally. I really appreciated how approachable and respectful she was throughout.

Thank you again, Saskia — you turned what could’ve been a stressful shopping experience into something easy and even...

One star is very generous. I received prompt assistance upon arrival, but my experience quickly deteriorated. I sought a quote for replacing my laptop screen, but before we discussed my options, the employee asked about my income, age, and job. He pressured me to buy the new iPhone 16 Pro Max, latest MacBook Air and switch my provider for a $200 store credit, completely ignoring my laptop issue. Despite clearly stating I only wanted a quote for my 2022 MacBook Pro, I spent 45 minutes being upsold various products.

While I understand upselling is part of retail, I felt like my status as a part-time student was taken advantage of. When I expressed frustration and reiterated my request for a quote, the employee abruptly said he needed to assist someone else and never returned. After waiting for 15 minutes, I saw him helping other customers, and eventually, he told me he could no longer assist me.

Overall, I was disappointed that my simple request for a repair estimate was overlooked in favor of pushing new products. This experience has taught me a valuable lesson: if you’re a student seeking a quote or assistance, it’s wise to bring someone along to help advocate for you, or if they ask, just don’t mention anything at all. I left feeling frustrated and undervalued, realising I should have sought help elsewhere from the start.

Note: I am not an expert however I’m also pretty sure that to get a quote or anything along the lines of repairing electronics, employees wouldn’t need to know personal questions regarding your income, living and occupation, nor do they need your ID to confirm if you are able to pay for phones, laptops and other things either (this was another aspect of our conversation). It is none of anyone’s business what I do for a living and how I make it. Very uncomfortable situation for me and anyone else who would have experienced this same situation, no matter the age, income...

I won’t use Harvey Norman Tory Street again and I recommend that you don’t either. The great electrical retailer in Wellington, Mr L V Martin, once said “it’s putting right that counts”. How true, but not at Harvey Norman Tory Street.

We purchased a Samsung Frame TV a few weeks ago and during the install a not unreasonable amount of pressure on the TV aerial connection caused it to snap off. (Refer image 1). You can see that the aerial connection itself shows no sign of any damage. (Refer image 2).  We consider that either the TV aerial connection and or the metal it is made of is flawed and not fit for purpose. The Tory Street franchise owner said he would not replace the set and referred it to a TV repair firm who indicated to us that they had seen this issue several times before but that Samsung claim this is not a warrantable issue! We are getting the TV repaired at our cost and we will have been without a TV for 3 weeks while Harvey Norman Tory Street are sitting pretty with another very profitable sale – but I am without a TV and a very upset customer. This is not good service! Hence 1 star and no more custom from us, there is plenty of competition in this field, Noel Leeming is very nearby !

Final note – I noticed that the box had been opened before us and that the TV had finger marks all over it – very uncool Harvey Norman...