Harvey Norman The Flooring Specialist

What should have been a simple flooring purchase became a 16-month nightmare. We purchased hybrid flooring from Harvey Norman O’Connor in November 2024 with installation organised through the store. What should have been a straightforward flooring job turned into a frustrating 16-month ordeal involving poor workmanship, damage to our newly… Read more

renovated kitchen and walls, repeated attempts to resolve the problems, and ultimately court proceedings.

On the first day of installation, the flooring installation contractor that had been arranged by Harvey Norman did not turn up. Instead, two inexperienced young workers were sent to do the job. They cut the flooring directly on our uncovered new kitchen benchtop, scratched multiple newly installed kitchen cabinet doors, left piles of flooring offcuts around the house, and scratched and gouged our newly painted walls.

The flooring itself was also poorly installed. There were multiple areas with no expansion gaps at all, while in other areas the gaps were so large that they could not be covered by the skirting. There was glue residue in numerous places and multiple boards were cracked.

The flooring contractor turned up on the second day and completed the flooring, but did not rectify the problems that had already been identified. They also attempted to install the skirting but abandoned the job when it became apparent that the oversized gaps could not be properly covered and the joins could not be made neat.

What followed was months of back-and-forth. Both the flooring installation contractor and the proprietor of Harvey Norman O’Connor repeatedly downplayed the problems and maintained that the floor was essentially fine. Despite this, it ultimately took eleven trade attendances and more than 11 months before the flooring issues were finally resolved.

There were two major flooring repair processes. The second became necessary after debris was discovered underneath boards (left there from initial poor installation), which had contributed to further cracking of hybrid floorboards. There were also ongoing issues around paint touch-ups, kitchen repairs and replacement of damaged skirting. On more than one occasion, attempts were made to avoid responsibility for carrying out the necessary repairs.

Once the flooring issues had finally been resolved, it took another five months to resolve the issue of compensation.

After spending an enormous amount of our own time dealing with the problems, moving furniture repeatedly and accommodating tradespeople over many months, I initiated negotiations seeking reasonable compensation for the time, disruption and inconvenience involved.

The proprietor initially offered an amount that we considered completely inadequate and he also reversed a reimbursement relating to painting touch-ups. We were left with no practical option but to pursue the matter through the court process to seek compensation for the time and costs involved.

The matter ultimately settled, so I won't comment on the settlement amount or the specific legal outcome. However, the fact that it required this level of escalation after what should have been a routine flooring installation says everything about our experience.

Our experience was not simply that something went wrong with a flooring installation. Things can go wrong with any renovation. What was particularly disappointing was the prolonged failure to properly acknowledge, take responsibility for and resolve the problems.

I would strongly recommend anyone considering flooring through Harvey Norman O’Connor clarify exactly who will be carrying out the installation, what happens if the installation is defective, and who will take responsibility if damage is caused to other parts of the home.

My advice to anyone having flooring installed:

Before the work starts, take plenty of dated photos and/or video of your home — including the walls, skirting boards, door frames, kitchen cabinets, furniture and any other areas that could potentially be damaged during installation. It is much easier to prove what was there beforehand if something goes wrong.

Keep a written record of every phone call, email and interaction with Harvey Norman and the flooring contractors. Note the date, who you spoke to, what was discussed and what was promised. Also keep a record of how long you spend dealing with problems, arranging repairs, moving or replacing furniture, cleaning up damage and waiting for contractors to attend.

Keep all photos, invoices, receipts and correspondence together. Hopefully you will never need them — but if something does go badly wrong, having a clear record can make an enormous difference.

And don't assume that taking the matter further is impossibly difficult. In WA, consumer/trader disputes of up to $10,000 can generally be dealt with as a minor case in the Magistrates Court, where lawyers are generally not permitted for either side and the process is designed to be less formal.

My biggest piece of advice: document everything from day one.

For us, a simple flooring purchase became a 16-month nightmare involving repeated trades, damaged property, extensive disruption, two major flooring repairs and ultimately court proceedings.

Would not recommend based on our experience.

Carpet arrived today with the most friendly and helpful carpet layers. They did a terrific installation. Thank you Harvey Norman flooring to provide a beautiful carpet with the best installers one could wish for.

Excellent customer service and superb attention to detail by the team of installers. Extremely happy! Show details

Damien was incredibly helpful getting this project coordinated for me in record time. I saw him on Tuesday morning and on Friday afternoon my old carpet was replaced for amazing hybrid flooring. He called at least 7 installers until he found one available for me. I was very impressed with his efficiency and determination. The installers were also… Read more

really good. Job done in 3 hours to perfection. I couldn't be happier. I highly recommend Harvey Norman Hybrid flooring. Damien showed a great deal of professionalism and efficiency with Damien.

The floor was laid very well and effeciantly, but there is some 'drumming', I did not expect Show details

If I could give this a Zero Star I would. Ordered flooring in 2025 and advised I had to have the house painted.I organised the floor to be layed on the 15/6/26.Installers arrived and then I received a phone call ftrom Salesman [Nam Removed] advising me to pay installers $1200 cash for floor preparation. I advised him I did not have $1200 cash and… Read more

that when I paid the deposit there was no mention of extra costs. He insisted that if the floor wasn't prepared properly the boards would crack. I was not happy and told [Name Removed] the installers needed to go. They had already started sanding concrete. Nothing covered dust everywhere. I was in tears and [Name Removed] rang again and I said he would have to charge my Latitude card. I rang the Franchisee owner [Name Removed] who did not ring me back until late the next day. Rude and condescending. Her comment was that they would have had no idea what the floor was like until carpet had been pulled up. No mention of extra costs on original invoice that I signed off on. I also complained on the day that the scotia they were using did not match the scotia that was on my existing lounge floor that Harvey Norman Had previously installed. The installer told me I would have to pay another $600 cash to replace scotia on existing floor to match the new one. [Name Removed] would not return emails and I advised her I was going to VCAT. I also rang head office to complain and was told they don't have Managers that talk to customers and was put through to a Liason Officer [Name Removed]. I also emailed them and not one single reply from them. My new paintwork damaged and installers took 4 days coming and going to finish the job. I have doors that won't lock anymore. I have spent hundreds of thousands of dollars with Harvey Norman but never again I will never enter a Harvey Norman Store again .My last installation of flooring from Harvey Norman was fantastic and I paid the amount on the original Quote no extras. My advice is stay clear of this store altogether. I wonder how many other people have been asked to pay cash. Harvey Norman you have lost your way and I am so looking forward to my VCAT Hearing

One of the worst carpet layers ever Shortly after it was laid, the seams came apart he tried to fix it, but couldn’t And said he would have to speak to his mate in Melbourne what a load of nonsense He gave us a rug to cover the dodgy workmanship And never came back to repair it Don’t go there Show details

Harvey Norman flooring Cannington made a complete mess. Pretty much every door the house cannot be closed after they installed the carpet. When I call it was "too bad mate" meanwhile I have kids who cannot have full privacy. Its a shocker Show details

Harvey Norman Carpet - Cannington, WA. Happy with the carpet itself; but was charged for MANY meters that were superfluous, rolls were unused and just left to be disposed of. The actual laying of the carpet was also of a good standard, but the actual date to do the work was changed over and over which was disrupting! Show details

Very Good Experience – Can only say that the whole job, from selection to laying was very good. Even though we originally selected the carpet from a store that management closed and being transferred to another (Castle Hill NSW) they could not be more helpful and very good at communicating what was going on. The carpet layer (Ahmet) was punctual, polite and very,very… Read more

good at his job. I have read previous reviews on Harvey Norman both good and bad. I can only comment on my experience, so based on that, would I use them again? Yes.

Thank you Harvey Norman Flooring Osborne Park – Had a great experience with Rinzan from the Osborne Park store and Rob, the carpet layer. Very helpful advice, great communication and timely installation. Really happy with my new carpet, thank you. Show details

Excellent experience – Damien from Osborne park was excellent easy to deal with nothing was too much trouble he went the extra mile was friendly gave superb service and was very knowledgeable about the product I would highly recommend him we have a enjoyable experience and love our new carpet the layer rob was excellent as well

Excellent customer service – Rinzan from Harvey Norman Osborne Park helped us choose a great carpet for our house. He was patient and gave great advice while choosing the colour. Rob did a fantastic job with laying the carpet. The rooms now feel very luxurious and modern. Great customer service from both.

The best customer service – Harvey Norman Watergardens Flooring Specialist David provided exceptional service, from assisting me to select flooring, through care with scheduling the job, and after payment support. I am 100% satisfied with my new floors.

Carpet and wooden floor from Osborne park store, help by Rinzan – Bought carpet and wooden floor from Harvey Norman Osborne Park. Rinzan helped us in choosing the product and organise instillation. Very happy with the service.

Highly recommend HN Castle Hill – We had an excellent experience with the Castlehill Harvey Norman team, from ordering to the installation of our hybrid flooring in our three-bedroom house. After visiting several other stores and getting quotes, it was clear from the start that Harvey Norman was different. Johnny, Nick, and Ansh were exceptionally helpful and thorough during our… Read more

showroom visits.The price was very reasonable, and after trying the sample pieces, we chose the HYBRID 1800 535 BB AUBURN, which perfectly suited our home. Grant, our installer, did an outstanding job. The installation transformed our home, and we've received numerous compliments from visitors. We are extremely pleased with our decision to choose Harvey Norman for our flooring and highly recommend their services.

Buyers be aware with up front payment of flooring works – Requested quote from Harvey Norman Frankston Flooring to replace all of our upstairs flooring and two staircases with new hybrid flooring. On receipt of quotation requested confirmation that they included to install the flooring onto the Two (2) staircases of which they replied back in writing confirming they did make allowance for the flooring.… Read more

On confirmation of this we paid a deposit and a date was booked in for installation. and we were pushed into paying for all of the works up front directly to Harvey Norma before they started their works albeit their terms and conditions stated that their installers should be paid after the works are completed to our satisfaction. All being said, they came back to us asking for an additional $600 for the back staircase and that they would not do the front staircase because it was too hard. They also laid the flooring on a section of the floor that was not level. Their installer did not advise us that it was not level and they just installed it. There is a section of the flooring which has a bump in it because it is not level. We got a carpenter in to get his opinion on the floor and he believes it is not a structural issue but the floor they have laid needs to be lifted up. They are refusing to come back and fix this issue too. Have had no option but to dispute the VISA card payment as they have defaulted in installing the works quoted in their quotation. The franchisee of the Frankston Flooring store cannot be trusted so anyone wishing to deal with them should be aware not to make up any front payment of the entire works until you are 100 percent satisfied with the works. Don't let them force you to pay up front and threaten you with a 20 percent cancellation fee

Do not stand by warranty – Do not stand by the warranty. 15 year wear warranty. First sign of wear, contacted them, they came out. Did not hear back from them. Contacted them again, would not stand by the warranty. They offered to give me two floors mats the cover the area that was worn. Would look abit odd being in the lounge room, Great colours in the carpet range, however keep away. Show details

First Class Experience – Since our first interaction with Jasper at Harvey Norman we have had a fantastic experience, he was extremely helpful and answered all emails and questions very promptly. The installer, Adnan and his team from Temis flooring did a super job and we can throughly recommend them. Show details

Disappointed – We had our flooring put in a couple of months ago which we are very happy with. The trim has only just been finalised and unfortunately has taken the shine off what was otherwise a job well done. Just a shame when it could have looked so good. Show details

Best flooring service – Adnan and his team (Temis Flooring) and Jasper, are top-notch in the business. They did an amazing job on my 2-story house. They are thorough, detail-oriented, and punctual. I highly recommend them. Show details

Kind, informative and emphatic sales experience with Harvey Norman Caringbah – My husband and I are most impressed with the whole experience of ordering from Harvey Norman Flooring Caringbah. Assisted by Jasper with empathy. He was great, explained all the options clearly and without any hard sell or attempt to push us to the most expensive. As well as the installers are very skilled and experience. The amount you pay is what you get! Very happy with our choice and would definitely recommend dealing here. Show details