Goodguys Arvostelua 377

I gave Good Guys North Lakes opportunity to respond to this complaint by email before posting but absolutely no reply or response.
Dear Good Guys, North Lakes,
I wish to complain about our experience with your advertised online Click and Collect Service. My wife is familiar with such services and I have been able to assist her many times with regard to such purchases.

Unfortunately, yours did not work in the same way. I concede that her purchase did not nominate me as the person coming to collect, but my wife did not see this option in the process and would have, if obvious, as she is used to such processes.

The notification to her from your store was prompt and solicited considerable detail about when coming, colour and registration of vehicle, etc. She notified of my arrival. I found the designated place to park and got out. After about 15 minutes in the inclement weather, I finally went into the purchase area of the store as no one had come out. Then there was a further wait, despite two staff and only one customer being served.

I showed the order number from the text on my phone, but was informed I had not been nominated in the purchase process. From then on I was offered no further assistance, advice or help except ‘Sorry, nothing we can do’, even though I had my wife on the phone who could have supplied further information or sent an email. I was just ignored from then on with no concern or problem solving attempts, the option needed was on a purchase form gone and not able to be retrieved. There must be some way to properly supply further information to correct this oversight.

I realise your counter staff may not be able to make a discretionary decision themselves, but all round this has been the most unsatisfactory service and unpleasant experience we have had in the extensive use of such purchasing options.

We are still without the purchase unless having to make a further and rather more inconvenient trip and would be grateful if there is anything you could to mitigate the difficulty in some way in trying to complete this transaction.

Yours sincerely,

Worst retail experience in my life...
Yesterday I placed an order via their 1300 website number for a new microwave. An SMS order process took place and my order was successful (after my bank verified me via sms code). The successful order page at the end of the process advised that I would receive an email to confirm when I can collect. After not receiving the email, I rang their 1300 number and was told I should ring my Bank as payment did not go through even though the order said it had gone through. I rang my Bank and they said the problem was on The Good Guys end as my Bank had approved and authorised the transaction. It turns out after hours of being on hold and escalations that the person that setup the original order picked the wrong profile of me that had corrupted data, the wrong email and that the person should have used the correct profile which is why Good Guys rejected my payment method. They asked me to place another order via a new sms order link that was connected to the correct email / profile and that this would fix everything. I did and waited aprox. 3 hours but still no email. I rang the customer care number and after around 45 minutes was told that this order will also not go through as they will not accept the credit card (my only form of payment) because it was rejected by The Good Guys yesterday. So I said "because of Good Guys screw up yesterday, you wont accept payment from a customer that has been loyal to Good Guys for 10-15 years??? " I reminded them that my Bank had authorised both transactions and even validated it was me by verifying the sms code they sent. The person on the phone, Kelly escalated to a team leader who advised her that they would not fix the issue and not process my payment. So even if I ever did want to do business with them in the future, which I would never, I could buy something from them with my only credit card. Not such Good Guys I'm afraid. This is truly a horrible customer experience.

pathetic.yanks have taken over and cutting back staff and service and no concern towards the client.been without a fridge for nearly 4weeks and have paid extra $158 for conceirge warranty only to taken over 80minutes on hold for someone to take my call and then only to say ring back on thursday.no return calls when promised absolute discusting would not recommend the good guys ever to anyone even someone i didnt like.

Spent a couple of grand on a TV & washer with "Premium" delivery & installation. Two days later the grumpiest most incompetent Toll Transport guys turned up, didn't know what they were delivering, argued there was an installation included which took many phone calls to sort out. Then they got even more grumpy doing the install, swearing & treating my goods roughly. Didn't use the new water inlet hose, resused the old one. Didn't attach drain hose properly..... it leaked. Didn't level the machine or test run for leaks. Absolutely useless, if they keep using Toll they WILL lose customer's. Toll complaints staff appeared to care & offerered to fit another hose but of course couldn't get it for me. When I got another water inlet hose from the Good Guys the Toll customer service line hung up on me several times or directed me to a person who didn't have voicemail; seriously one of the worst companies I've ever dealt with. At least the Good Guys refunded my delivery fee & replaced the hose that was not fitted. They tried to help but their delivery & installation provider are a nightmare . I would not recommend their Premium delivery & installation.

GoodGuys at LoganHolme just gave my wife and me some of the poorest customer service we have ever experienced.

We found a Kelvinator Refrigerator on the GoodGuys website and decided to go into the store to view and purchase the product. When we arrived, we went to the appropriate section and were greeted by what would turn out to be THE most useless disinterested salesmen ever employed!!

We asked if we could purchase the fridge, and he said 'no'. We asked why we couldn't purchase the item we were standing there looking directly at, and his responce was 'there are none available'. This perplexed us both, as we were standing looking right at the fridge in question. So my wife asked 'sooooo the fridge we want to purchase, which we are looking directly at, we cannot purchase?' His reply was 'yes, it's a display item, and so we need it so people know what it looks like'. So even IF you liked the one you are looking at, one simply CANNOT order it in, nor can one purchase the unit in front of them!!

This confused us even more, as my wife had been online only an hour earlier, and could have actually purchased it online!! She commented to the salesman that she could do just that in the store, and he said with complete dismissal 'good luck with that'.

We again asked him, with looks of total stupor, 'you're willing to loose a $900 sale?' His reply, after showing us random figures on his little sales discount pad thingy 'company policy - it would take too long to explain why!!'.

We both walked out of the store, laughing at the complete nonsense we had both just been subjected too, and went to a electrical discount store just across the way, purchased a brand new fridge, saved $500, and posted this review!!!

We purchased TCL TV from The Good Guys, Midland, the TV broke, backlight not working, screen black. TCL tech said it can't be fixed he sent work order to replace TV for a new one. The Goodguys won't replace TV equal to or greater than, as per Australian Consumer law. The Goodguys handed it back to TCL. TCL sent email saying how sorry they were (ha ha) they will give us replacement TV, upgrade and give extra 6 month warranty. No TV from TCL because 'they are out of stock' In the meantime we are being bombarded with emails from The Goodguys with their discounted specials catalogues, we also getting their 'Big Deal Days' catalogues inserted in the newspapers, they all advertising TCL TV's but remember TCL say they have none in stock! The Goodguys took our money for the TV, but they will not honour the warranty, they passed the buck onto TCL. Like I take back chicken that is off to the supermarket where I bought it, and instead of giving me some fresh chicken replacement, they tell me to take it up with the chicken farmer! So be warned all you people, ordinary pepole like us, The Goodguys do not give a rat's behind about our warranty. They have not complied with Australian consumer laws. We would not advise anyone to deal with TCL either. It has been 11 weeks since our TV broke and no-one at The Goodguys or TCL give a damn.

Good Guys WILL NOT follow Australian consumer law!
The good guys will not refund as they are legally required by law as per Consumer Law, we spent 3 hrs waiting for some kind of customer service, we wait to see what customer service we will receive tomorrow, i am currently editing video's of the conversations with all staff and managers! (so i can post on social media and you tube and then leave links through multiple reviews) All of the staff will not acknowledge Australian Consumer law!
So the fun starts now as we will pursue a full refund as is required by law, I look forward to many days in legal letters and small claims through the small claims process, i will be writing many reviews through many emails in order to let the general public know that if you buy from the Good Guys they turn in to the Bad Guys when customer service is required! Do your self a favour and buy electronic goods from JB HI FI. More To Come!
(details of claim: 7 month old $4000 Sony tv has multiple problems it has been assessed and needs a new OLED screen a new pcb Computer and new cables the only part that can be re used is the plastic case but Good guys say its not a major fault?) and say nobody can authorise a refund?

If I could have given a rating of zero, I would have. Ordered a microwave that they supposedly had in stock. Got a call the following day to notify me it was ready to be delivered. So I sold my old microwave in preparation for the delivery. Got another phone call saying they didn't have it now and were waiting on stock. So I ordered another model instead which they said they did have, so we amended the order. Got another call a few hours later saying they had given it to another customer who was also on back order (I had already paid for it mind you). Frustrated, I told them I just wanted a refund and would purchase from another retailer. And in fine form, they can take your money in the blink of an eye but it will take 6-10 business days to refund. Worst experience ever.

Appalling service from Good Guys online - I will never use them again!
Bought a product as it was “in stock” - 6 weeks still waiting - no communication, almost impossible to talk to anyone.
Have been trying to deal with Cairns store - they really couldnt care less.
When I eventually got someone in store on the phone yesterday and told him of my disappointing experience and I would be unlikely to use Good Guys again - he answered with “that is your choice”.
It certainly is my choice to never use Good Guys again either online or in store, I will take my business elsewhere!

Tried to order a fridge online, but had difficulties - so phoned the Sales Centre in Melbourne. Edmund said he could do this - then proceeded to make a total mess of the order. Despite sounding out my name and address phonetically (very time consuming), he managed to get everything wrong. I then phoned the store he placed the order with to arrange delivery, but was told they didn't have any new fridges in stock - only floor stock. Phoned the sales centre again (as the store couldn't help) and, after another 50 minutes wait, spoke with Patrick - who said he would sort it out and find another fridge, then get the manager to phone back. No call, so made another call (1 hour wait on the line this time), and was told they couldn't help either - so arranged for a refund.
I made a total of five phone calls to them - the minimum wait time on line was 35 minutes. Still didn't get my fridge at the end.
Will definitely not buy anything else from them again.

We have attended the watergardens store for around 3 years, we only see the one salesman due to his amazing customer service and when you find a good one you never change!
No matter what the request Barry will help us we never opt for home delivery we know what we want he sorts it no hassle and if he’s having a day off we wait till he’s back in!
I was never a fan of good guys but since going to this store we don’t go anywhere else for any of our appliances!!!
Well done watergardens good guys Barry’s a fav and now my whole family only go to him so please never let him go :)

6 weeks and still waiting on my order. Hours on the phone but no answer. 6 weeks for one little GoPro 9 and still haven’t got it. WILL NOT Be shopping there again

Worst customer service ever!!

I purchased Ipad Pro online which shows stock is ready to be shipped. They have never let me know when package will be sent out or tracking number either.

It took 2 weeks until I get the item.

Too many difficulties to even write about something that should have been a simple purchase. Whilst some problems were related to the covid situation they were unnecessarily compounded by inefficient systems, poor staff training and lack of an apology.

Purchased a Hisense 65" Q8 from their Wholesale Store with delivery. Two weeks later after hearing zip we phone them and they state it will be delivered Friday week by their appointed courier, ANC (SA). Looking good at this stage. Then the rot sets in. The same week as it is to be delivered and we are awaiting contact from their courier we again hear zip. The afternoon before delivery ANC states they will deliver on Friday (as scheduled), between 3-6pm. At 7pm we receive a call from our local Marion store stating 'sorry' the warehouse has no stock, however we have the 2021 model for $600 more on discount and it has more bells and whistles. I stated I would be down on the weekend for a lookover not wishing to make an on-the-spot decision. On looking the model up the salesperson had recommended, it was had sub-par features to the discounted model I had bought online. At no time in my history of purchasing items online since the advent of computers had I had this experience with a major retailer. I rang The Good Guys complaint phone line and after a 50-minute wait spoke with a lady who stated they should be offering another Hisense TV for the same price as my purchase of the model now out of stock. She was to email the store manager of my complaint also. I turn up at the local store and when I mention what had happened I am told 'oh you got caught up in that as well did you'. Well we'll give you your money back or you can pay the difference with one of our models in stock. So I examine their 2021 stock at much greater cost and learn they cannot demonstrate the inner workings of the software since they do not have the remote and the TV's are not connected to the internet moreover. At this stage I state to my wife this is all a sham. Let's get a refund and leave. We are directed to Admin for a refund and have to wait another 20mins in line before we reach the counter. The lady confirms she has processed the refund. I ask her how long will it take before it is credited to my credit card. She states well that depends on the Warehouse Team, since this is just notification to them and they have yet to process the actual refund to the account used online. I asked what do I do if credit is not received in 7 days. She stated come to the store and see me again.
In summary, I purchased online to save time and for the convenience. Not only did my purchase never eventuate but the customer service shown by staff at the local store was 'zip' with no effort to sweeten the bitter pill to date. In fact, they acted as if you purchase online then the fact your order was never filled and communication was non-existent surrounding delivery, that was OK or usual and nothing out of the ordinary. Amazing crap! Frankly TGG do not know what good service is even if blinded by it.
RECOMMENDATION: Never purchase online from this mob unless you want a lottery draw. They cannot manage an inventory and do nothing to rectify a poor situation of their making. "The Good Guys" indeed! Only good if you want to be stitched-up and treated as a second class citizen. If I could find a redeeming factor in this transaction I would mention it here. There was nothing.
And for those that think this was a 'one-off' we had the same exact experience with an induction hotplate ordered through TG Guy's Warehouse. Fortunately, demand for that was not as great and it was delivered - eventually - but without any notification from the warehouse, the store or their courier, ANC. Again everything about TGG's sucks.
We will never buy again from 'THE GOOD GUYS' (DUDS) AGAIN - Tim & Heather (Blackwood, SA)

Good Guys offer Premium Service but here’s what happened with my Premium Service. I had purchased over $6k of product from them. They use Toll for delivery and the Toll guy came and dumped all the appliances inside the house and garage and left. He told me there would be another two people coming to install on that day. They did not come. When I called Toll the next day they had NO clue what I was referring to and were very unhelpful. When I rang the Store they told me they had contacted Toll (but didn’t bother to come back to me to let me know they had contacted them). Toll did not bother to contact me about the Premium Service, nor did they turn up. We have installed the appliances ourselves and needless to say now have a mountain of trash we have to get rid of. The Store Manager told me if the products were coming from the Store this wouldn’t happen. He told me when they have to have orders delivered from the warehouse this happens. Perhaps Good Guys need to change who they use for delivery and Premium Service if they are aware of this issue? If I had of known this would be how we would be “taken care” of by Good Guys, I never would have ordered through them.

Seriously, change the name, you aren't the good guys any more.

Absolutely pathetic customer service would be an understatement, there was no customer service!! After waiting on the phone for 30 minutes with no sign of movement I gave up.

I have been given multiple auto generated texts and emails from both the good guys and Australia post ( also useless) and they still haven't followed through with the deliveries.

I have lost more money in taking time off work to sit around for entire days waiting for these muppets to do their job.

Never again good guys, never again.

Bought two Macs for $2700+ from their website

No delivery and very poor information for over two weeks. Toll, who sub contract deliveries with, were also hopeless. I wasted hours over several phone calls trying to fix the mess. Two days after the transaction was cancelled I am still waiting for my credit card to be credited.

I will never buy from JB HiFI/Good Guys again.

Purchased online Ellia Uplift Ultrasonic Aroma Diffuser
ARM-735WT-AU from the Good Guys Pakenham, picked up 16/7/2021. Turned it on that night by the next day music won't play anymore! Sales lady was nice enough but was told to wait till lockdown is over before they can look into it.

Used to be a great place to shop but steadily been going downhill.

Ordered a fridge for my disabled dad and booked online for it to be delivered in four days so we thought we would wait it out. The day comes and not a word on the delivery so I called them.

Apparently the item I had selected was out of stock due to an error and I would need to choose something else. I opted for something $140 more expensive and asked the guy to send me something to pay it and he pre booked it for 2 days later.

Hours passed with nothing so I called back and got a different guy who said leave it with me and I’ll get it fixed up. Still nothing. 8pm that night I ring and find out that they had entered notes saying I would pay and call back but I had no way to pay. The lady on the end of the phone sends me a link to pay and it’s paid immediately and she books it in for 2 days later. I receive a message telling me it’s coming tomorrow instead.

Needless to say it doesn’t arrive tomorrow nor the next scheduled day. I ring back and am told that they don’t know what happened and that the earliest they can book it is tomorrow which is Friday. I say ok but please make sure it is coming as I have shopping being delivered and need the fridge. This is confirmed according to her 100%.

Needless to say here I am on a Friday with 100s of dollars of groceries that are all bad due to yet again no fridge. I ring only to find that they can’t deliver until Sunday and yet again surprise surprise no one knows what went wrong.

I used to shop here all the time and have spent tens of thousands of dollars at good guys. I won’t EVER shop here again as it’s just beyond the point of ridiculous.