The Good Guys Arvostelua 612

I wanted a dishwasher, couldn't purchase in store, had to purchase online. Did that, paid for it. January 6th,, today is June 11 no dishwasher, no answers, and they still had my money this morning. The only thing I got today was refund and a headache. This how this Company treats customers. This and all other complaints are a reflection of the C E Os, and there distain for the customers that purchase the products they sell.

One star is too good for my experience today. I had issues with the delivery drivers. I bought a new fridge for my mum with delivery and old product removal. Upon arriving the drivers measured the box and measured the doorway and the kitchen space of the old fridge and said it won't fit. My mum said can you move it in on the side and again he said it won't fit. When they said this, my mum called me and I came over. I asked them the solution to the problem and they said they can just leave it outside. No other solution they hadn't even physically tried manoeuvring the box. So they removed it from the truck and without physically trying they left it on her porch. I measured and it would fit so I ran after the truck and got them back. He came to the door tilted it again. Without manoeuvring and it did get stuck and he said 'see am I lying?'. I let it go because I couldn't get through to him he needed to try. He went back to the truck and as he pulled away I changed the fridge to the side and it slid in perfectly. I filmed myself doing it too to prove the driver was lazy, incompetent and showed no problem solving skills in the face of a challenge. Most of his job would be to move bulky items in and out of houses. He managed to take the old fridge which by the way was wider by a couple of centimetres than the fridge we bought. On top of that, there was impending rain and instead of 2 grown men with a trolley and delivery experience, it was my 75 year old mum and I that barely managed to move it into the space. We also had to remove the box. I did get a refund but knowing I might get the same delivery drivers next time I want something delivered (I will need a new washing machine by the end of the year) I will not use good guys again.

Ordered a fridge online with delivery and removal of the old fridge.
There is never an opportunity to specify that fridge needs to go up a staircase.
Van arrives. "Sorry, only two guys, we can't go up the staircase. We will come back with three guys and it will be fine".
Get a text message to 'stay tuned for a call'.
No call ever arrives.
SMS a week later with a new delivery slot.
Three guys now arrive. "Sorry, the staircase is deemed 'unsafe'". It isn't. Old fridge went up that way.
Get another text message saying to 'stay tuned for a call'.

No call ever.

Shambles

Note, this review has been shared with the ACCC for breaches of consumer law, specifically Bait Advertising.



TGG advertised heavily discounted and provided a huge price beat deal on their Hisense TV Q series range. To finalise the order, I purchased TGG gift cards to benefit from the discounted rate. The online order was accepted.



A week later having not heard of any shipping update, I reached out to TGG who then confirm that the model was discontinued and there was no stock anywhere in Australia. They proceeded to upsell me with another model for more money. Once I declined and cancelled the order, the refund was confirmed can only go back in the form of gift cards.



If you've been following along, this effectively locks me into TGG catalogue with no way out but to purchase a TV in stock at their price point. I also called back later to their sales team and enquired about another TV on clearance (TCL) listed online for order and was also told that stock for this model had also run out.

the sale was well presented and taken care of the delivery was pathetic the after sales and contact was even worse i have tried to contact Chatswood office with failed attempts to inform them that they need to seriously look at their delivery team i personally cancelled my order from the good guys due to miss information & pathetic information from follow up your office could not give me any valuable explanation to a failed delivery and a new company delivered the exact product with no problems and i have tried to contact both the sales team on line direct and the Chatswood team without success i would have to say this is the worst treatment and pathetic approach by any company i have ever dealt with you have my email address looking forward to a response one that was never expressed or offered to me and your phone system for assistance is worse than the federal Goverments for direction or help i will be advising as many people as i can as to the pathetic way i was treated Henry Muir

Avoid like the plague. Horrible experience, rude workers, overpriced garbage

Spent 17 minutes on the phone to have a receipt emailed to me that hadn't carried over to my account. They Couldn't figure it out! Went online and left two messages. Still didn't happen. All up spent over an hour and still have ne receipt. It begs belief.

Tried to locate a product advertised online from "any" Good Guys store within Australia. Also dealt with Customer Online Chat. The item advertised was not available in any store in Australia. Is this false advertising? Tried to contact someone in The Good Guys Company to no avail. Hence, my Trustpilot review.

Very poor experience.
I purchased an item based on a confirmed same-day delivery, but it was not delivered as promised and I received no prior update. I had to chase multiple teams (chat, store, and customer service), and no one took responsibility for the issue.
The most disappointing part was speaking with a representative named Abdul from the sales/service hub. He was dismissive and unprofessional, simply telling me to “call tomorrow” because the staff member who processed the order wasn’t working. There was no attempt to help or resolve the situation.
Misleading delivery commitments and lack of accountability across teams. Very frustrating experience.

I bought a 32" Odyssey G51F 180Hz QHD Gaming monitor for $449. After four months, the screen won't turn on, so we returned it to Good Guys. They inspected and found that what we said was true, and they in turn, took our details, our goods, put in a report, and said someone would contact you within two weeks. In the meantime, we are without a monitor.

Today, two weeks later, I checked the status of our repair. I was MORTIFIED to see that it was still sitting at the store waiting on dispatch for repair.

Are you kidding me??????

Are you kidding me?????

I will NEVER purchase anything from The Good Guya again! Pissed off to say the least!

I ordered a 85inch tv with the good guys. On the day of my delivery i took the day of work so that i would be home for the delivery. I contacted the good guys to follow up when i would receive my delivery and was assured that they would follow up. By 3pm i had to follow up yet again and the online sales agent said that the store did not have my order in stock and did not advise anyone. I did not receive any communication what so ever about this. So i spent the day sitting around waiting for my tv with no contact. I was then advised that they would try and get another store to fill the order and if they have stock they will send me an SMS so i can schedule delivery. I do not even know if this store has stock, the sales agent could not give me a timeframe of when i would be advised if the store has stock. So now i have no TV and no idea if i will even receive my TV. DO NOT PURCHASE FROM THE GOOD GUYS

I ordered and stayed home for the Friday it would be delivered. I didn’t hear anything the day of delivery so at 2pm I contacted them and was advised the item was an end of the line item so they are having stock issues. Told me earliest it can be delivered is Monday, but then told me they couldn’t confirm stock for 2 business days so WOULDNT be delivered Monday. Absolute f around and so disappointed no one contacted me to tell me there was a stock issue when I ordered.

DO NOT EVER ORDER ONLINE UNLESS ITS FOR A IN STOCK ITEM AT A STORE

Ordered 9 days ago and nothing has happened. You can't call anyone. online chat only, and they refused to respond to me as they said order isn't in my name despite me being literally logged into my account on their website and showing them the order along with my account details. So i am $1000 out an can't talk to anyone. Have logged the chat and am going for a chargeback at the bank.

The good guys Traralgon, Horrible Customer Service & Complete Dishonesty!

I am extremely frustrated with the service at this store. I purchased an Ecovacs robot vacuum and paid extra for their Gold Service. The product kept throwing errors, so I sent it for repair. After waiting 5 WEEKS, I brought it home, and it immediately gave the exact same error.

When I brought it back, the Store Manager (Natalie) refused to help, stating she "couldn't do anything" and told me to contact Ecovacs myself—completely ignoring Australian Consumer Law (ACL) regarding a Major Failure, and completely disregarding the Gold Service I paid for.

To make matters worse, she was caught in a blatant lie. When I mentioned that another staff member had previously confirmed I was entitled to a refund, the Store Manager literally lied to my face, saying, "I know someone told you that, but they don't work here anymore." Meanwhile, the exact employee she was talking about was standing right there behind her, still working!

Unprofessional, dishonest management, and a complete waste of money on their useless "Gold Service." Avoid this store at all costs. I will be escalating this directly to Consumer Affairs Victoria.

Jade at Osborne Park store is either a liar or completely ignorant of the actual deal The Good Guys has with Telstra. She repeatedly stated that the Gd’s deal with Telstra includes’one number’ capability. It does not. I will not be returning to The Good Guys ever!! This is not the first time a sales person has been more interested in the sale and not good customer service.

This company accepted payment in full to deliver and install fridge and washerdryer. The expected delivery was on 19th AM Spot. Driver failed to deliver. Upon enquiries with the rudest phone operator at headquarters i was told that the driver came but no one was there. It was 10 minutes after the failed delivery . Yet they could not redeliver and kept the goods on the truck for 4 days instead of returning to warehouse for redelivery. 4 days later delivery took place. And was supposed to include installation.
The fridge was left in its cavity as could not be switched after transportation. The washer was plugged in and while showing C4 error code . The delivery guys just left .
The service of the good guys are atrocious. I advise anyone reading this review NOT to use or purchase anything from this company that does not care about its commitments to clients. The phne centre is manned by the most belligerent staff.
Be aware of this company and use a company that has the reputation to honouring commitment and respecting clients.

Gold Service Extras is a scam.
Faulty products not replaced. Repair process intentionally protracted and difficult to negotiate.
Stay away!

After being approached at the checkout I ported my Telstra number to The Good Guys Telstra service to save a few dollars after being assured by Jade, the staff member, that I could retain my
Telstra One Number. THIS WAS COMPLETELY UNTRUE. She did not know her product at all and was more interested in signing me up than actually helping. I will not be shopping at The Good Guys ever again.

What a nightmare! Ordered an electric toothbrush online. After 6 weeks it stopped charging. Tried to use the website to send it back but the courier form did not accept my submission. So I drove 45 minutes to the closest store, as advised by the website. They accepted it was faulty but did not have one in stock. It was specifically recommended by my dentist. So, they did a back order but then they wanted me to pay $10 for the back order, they said they had none in stock, and they did not have any idea when it would come. I refused to pay $10 for a back order to be delivered when it was their faulty product, so I asked for a full refund. They then gave me a refund less $6 which they said was my contribution to the original delivery charge which I had already paid. This was crazy so I had to jump up and down and finally a manager came and said they would not charge me the $6 to get a refund. This company has no idea about online shopping and even worse no idea about customer service. Buyer beware.

WARNING TO CUSTOMERS BUYING LAPTOPS FROM THE GOOD GUYS

I recently bought an Acer laptop from The Good Guys after clearly explaining to the salesperson that I use my laptop for research, movies and music.

What they failed to tell me was that the sound system on this laptop is unbelievably weak. Even at 100% volume, you can barely hear movies properly. The speakers are honestly among the worst I have experienced on any laptop.

My issue is not even the laptop itself anymore — it is the principle.

When customers explain exactly what they need a product for, staff have a responsibility to disclose major limitations that could affect the buying decision. Most customers are not computer experts. We rely on sales staff guidance when making purchases.

If a laptop is known to have extremely poor sound performance, that information should be disclosed BEFORE purchase, not after the customer has already paid and gone home.

When I returned to the store, I was basically told:
• “That’s just how these laptops are”
• They can send it to Acer for weeks
• It may even cost me
• There is no guarantee anything will change

So if the store already knows this is “normal” for these models, why was I not informed before buying it when I specifically mentioned movies and music?

This review is not about getting attention or freebies. It is about honesty in retail and customers being able to make informed decisions.

My advice to anyone buying a laptop from The Good Guys:
DO NOT rely only on the salesperson’s recommendation.
Test the speakers yourself in-store.
Ask direct questions about sound quality and volume.
Because apparently some very important information is not volunteered unless you discover it yourself after purchase.