My wife and I decided to purchase a 60" Sony television from HN Penrith. From a price perspective we were happy, and was happy with the choice of product. However delivery was a whole different affair. A delivery date was agreed upon between the salesperson and ourselves, however the day coincided with an important appointment in the afternoon. We were promised that it would be delivered first thing in the morning on a Saturday.
I rang the delivery people first thing on the day of delivery to confirm a delivery time. They told us "between 9am and 1pm". I advised them that the store had promised that we were the first delivery. They said that the store didnt have that authority. I then requested an estimated time that the TV would be delivered, to which I was told to ring back.
I rang back approx 90 minutes later. I was told that the technican had been delayed becuase technician had to get some cables for people (normally when you buy a TV it is your responsibility to have the right cables) and that technician was delayed. Delivery time was pushed out to 12:30.
At that stage I wasnt happy as I was running out of time to get ready for the important appointment. I then asked for the delivery to be done straight away as I could install the television. They said that they could not do this. I requested to speak to somebody who could get this decision overturned. I was then put through to the store management at HN Penrith.
They were also of no help. All I got was a strict adherance to the policy. Shortly after I received a phone call from the delivery guy, who said it was going to be 12:45. I asked if that time was guaranteed, as I was rapidly running out of time before I had to leave home. I then received another phone call from the delivery guy, saying they couldnt find my TV in the warehouse, and that they were driving to the store. This pushed the time out to 1:45 for an estimated arrival at my place.
My wife then spoke with the management, who said that there was nothing that could be done and it would need to be scheduled for another day. My wife was unhappy at this and had no problems advising the store management of her displeasure, at which point they became abrupt and started complaining about my wife.
The issues are as follows;
HN Penrith promised a delivery time of first thing Saturday morning, and did not deliver.
HN Penrith and the delivery people adhered to their rigid policy, and did not offer any compromises in order to resolve the issue.
HN Penrith, even on Monday, have not offered any resolution.
The order has been cancelled, and HN Penrith have been advised that we will never purchase from any HN store again, and that we will advise others to follow suit.