Zann Liew
This review is to bring up the enormous difference in customer service amongst their staff at Harvey Norman Jurong Point. On 24 May Sat around 4.30pm, I went in with my parents, looking to buy some appliances. We started with the vacuum cleaner section and were told to speak to the guy in charge of that section. This guy whom I didn't catch his name, came over and I asked him what he would recommend in terms of those wired type vacuum cleaner, given what my parents wanted. By his replies, I can tell he lacks the knowledge to give good advice, other than saying 'if you get the ones with vacuum bag, then you just need to change the bag when it gets dirty' (??! Duh) . Not just that, his attitude is bad too. Without giving us much suggestion, he told us to look at handheld types, trying his luck to get us to buy the $600-800 range, without even telling us why he recommended it?? Told him that is out of our budget and he just kept quiet from then. This kind of salesman, why do we need him? No service, no recommendations, giving all the sales people in SG just another bad reputation. TBH, I could have just purchased online after doing some research. Yes I could have but we came to the store, looking for some recommendations so my parents can get what they want. We would have just moved on to Courts. But while we were still standing in the store to look at the items ourselves (as by now, that incompetent sales man has gone on to victimise other customers), a young sales person came by to ask if we needed help. My mum told him we need a vacuum cleaner and this young salesman showed us one of the models and its components. He's not proficient in Chinese but he really tried to communicate and did it with a smile. I helped with some translation along the way. Then, he too, asks if we want to see handheld ones which could be easier to handle if she feels the wired ones are too troublesome, to which my mum said those are too expensive. He said around the same price as what we were looking at and showed it to us. Again he showed us the items that came with it, letting my mum try emptying the dust bin and assembling the parts. And yes, it is around the same price as the ones we have been looking at. My parents were quite happy with it. In my mind, MY QUESTION is, WHY in the world the PREVIOUS older salesman NOT showed us this when we told him the ones he recommended are too expensive? Obviously he is on the job longer than this young sales person who is actually a part timer! A part timer doing a better job at giving good service and assistance to customers than a full timer??? I would have given a 5 star review for the young sales person (I think his name is Matthew) and the lady cashier who was very kind too. Because of the young part timer, we bought a total of 3 items. BUT I'm really IRKED by the older salesman's behaviour which I have encountered in other places, in the past when shopping in SG retail shops. This kind of behaviour is not acceptable. As a well established retailer, Harvey Norman should really look into sharpening customer service and their staff knowledge and work attitude. Really, this age where more and more people buy online, the only way to differentiate and bring in customers is the service they provide. Without that, why would consumers buy in store?