The Good GuysArvostelua 

Processed order for a Fridge Freezer no longer available!

We ordered online on June 30, 2025. Order number was S1211404553. Kept getting SMS and email messages saying the order has been delayed.

Eventually, I got a call then emails from a staff member called Inas M. (not mentioning full surname for privacy).

She informed me the Fridge/Freezer combo was no longer being made and offered us a couple of alternative brands. These were not suitable, so we asked for the order to be cancelled and refunded. She said this had been done and to allow up to 5 days for the refund to take place.

We waited. We waited more. We waited even longer.

I then did 3 email followups to Inas M and was completely ignored!

Finally today (September 18th, 2025) I called them. They person on the phone told me that my order was NOT cancelled. He has fixed that now, but this will be the last time we ever shop with this business. Never again. Not in store or online. Worst experience we have had in a very long time.

Bought a dishwasher from them for a tenant... thus billing detials and delivery details are different... where can we start...
1. I ordered online, however couldn't see it in my purchase history. Apparantly - i had entered the tenants number into my mobile and the order is thus only visible to that mobile?
Firstly mixing up a stranger's mobile with your mobile is a very low chance dont you think?
1b. on the delivery details... apparantly i put my name in there also! When you dont want to tenants to see your name or details, then ring up goodguys to confirm that no invoice slip is sent with the delivery... yet somehow i mixed up delivery name and billing name as well? hmm....
2. Delivery processes - cannot even leave it with the building manager in a secure lobby. must be signed and brought into the delivery - no exceptions. Honestly....
3. Installation - installation date is not the same as the delivery - it means the installer doesn't do the pick up and thus must install on separate days. ie. at least 1 day afterwards.... lesson learnt.
4. The installers had my name (instead of tenant) however the tenants mobile to confirm the installation time... really?
5. Installers confirmed with tenants 1-day before hand. Why couldnt this be confirmed much before hand? yes - delivery dates may change but seriously???
6. Speaking to the online help... advised them of the issues. Basically couldn't care less... likely heard these types of complaints before. Nor did care about fixing their own systems..

went to The Good Guys at Marsden Park in NSW. we purchased a freezer and organised for delivery. having moved home 2 yrs ago we gave them the new address but the sales person did not change the delivery address. noticed the day of delivery and started ringing at opening time 9:00am almost 15 min later the fone was answered. we told them of the error and had to wait till near lunch time to be told it won't be delivered today at aprox 12 30 got a fone call saying del tomorrow and a refund of del charge, only because I said something, no other compensation was offered. now we have to drive 25 min to go back to store to get refund after a special trip to make purchase.

Wanted 2 electric blankets ASAP. Found 2 I was after at the Good Guys at a good price and available for immediate delivery. Ordered the items. Paid the money. Entered the correct delivery address which was to an Aust Post Parcel Locker. The Good Guys Marsden Park dispatched the order with half the address missing from the consignment. This was confirmed through the Aust Post tracking information, with the advice that the consignment would be returned to sender. Four (4) working days after the Aust Post advice of the item being turned around to the sender (Good Guys) I contact the Good Guys via their online chat-bot (the only option for online orders)..... describe what has transpired... get through to an apparent human who then tells me that The Good Guys dont deliver to parcel post lockers (this was never stated anywhere on the orders area, and they accepted the address I had entered). No comment from them about why half the address was left off the delivery docket when the items were actually mailed out! They also confirmed that I just had to "sit tight" and wait until the order was re-processed in store before I could cancel the order. So yeah they might be happy to offer you a good price and indicate quick delivery times, but if you actually want the item immediately (as they promise), dont be holding your breath. And just be prepared to pay out the money and then have to wait a week or 2 (from the actual order date) before they will then process a refund. *sigh* (first world problem)

Bought a laptop (all in good faith) and accepted the added Good Guys $139.00 for 3 years Gold Service Extra (hahahahah). Before I go on - DO NOT WHAT-SO-EVER purchase Gold Service Extra. Refuse it. There is no extra and nothing that reflects 'Gold Service'. Best advice I could give would be to walk away. Repair of my laptop would be 4-6 weeks. Who can ever go without their laptop for 4-6 weeks?? I use mine for work??? Blank response and nothing resolved from emails and phone calls. Took laptop to local repairer who stated he would NEVER buy a computer from Good Guys. Currently I have a report with the ACCC. Once again do not accept Gold Service - it does not exist.

I will never buy from The Good Guys again. I bought about $6k of kitchen appliances for a new kitchen. On 4 separate days this week they have sent us confirmations and times slots for delivery and then they have just not turned up. They don't contact us, we have to chase them up. They don't seem to have any reason for why the deliveries were not made. When we ask to speak to a supervisor to help manage this ridiculous situation, we just get told that there are no supervisors to assist. Absolutely terrible service. And we still don't know when we will receive our appliances!

Truly shocking and upsetting. Ordered a click and collect back in August. Got SMS to collect, went in to store only to find it shut for renovations and some poor guy out front on a chair telling people to call the call centre. Went home, did that, long wait, hard to understand the person who answered. They arranged a delivery free due to the stuff up. 5th September, still waiting. Tried the courier to see where my parcel is. All robots, cannot speak to a person. Off to hospital so wanted this solved. Rang call centre again. This person was easier to understand but very argumentative. I wanted a refund processed and was clear about this. Lady just argued for about 15 mins telling me issue was resolved? You have my money and l have no product? Not resolved. She would not let me speak to someone like a manager who could make a better decision. Another 10 minutes on hold to be told my issue escalated like she had personally done me a favour and a refund would be processed today but not in my account for a few days. Order canceled with courier. Their problem, they chose the courier. So upsetting that this could not have been resolved at the start of the call. Thankfully call is recorded. As a senior citizen this is the worst purchasing experience l have had.

Poor customer service for delivery of my TV (55 INCH) purchased online. Delivery is appalling. The Good Guys used to provide great delivery service but nore its outsourced to Global Express - Won't be purchasing large items for delivery from The Good Guys in the future.

Tried to ring Townsville store all day to buy a TV. Next day got a female voice on the phone that said if I was in a hurry I could purchase online. Did that and received confirmation of purchase and delivery date. No delivery so rang the store and told not us ring the 1300 number. Couldn't get through. Six days after advised delivery date I got through and was told the purchase had been rejected on the order date. Money will be refunded.

I purchased a SOLT oven from The Good Guys less than a year ago and was persuaded to join their Gold Service program, which promised to extend the warranty to 3 years and guarantee a response within 24–48 business hours. Unfortunately, my experience has been far from what was promised.
Last month, the oven developed a fault as the fan became very noisy. I immediately lodged a service claim online, but it took almost two weeks just to hear back from the manufacturer. Their response was that a technician would be arranged after another two weeks, meaning over a month has passed since my initial claim — and I am still waiting for a resolution.
The lack of timely service and the failure to meet the Gold Service guarantees has been very disappointing. I expected better reliability and customer care from both The Good Guys, the Gold Service program, and the manufacturer.
It is worth mentioning that the people I spoke to were very helpful and friendly, but the system is pathetic.

I had great service from the Hectorville store

Absolutely pathetic customer service from The Good Guys Cannington. Bought an LG monitor that broke down in just 6 months. Gave it for repair on 21st June—they said 21 days. It’s now been two momths and still no update.

Twice they promised me a replacement monitor while mine was being repaired, but that never happened. The manager vanished, and now no one at the store even picks up the phone.

Why lie to customers if you can’t deliver? Nothing “good” about The Good Guys—just empty promises and zero accountability (hope it arrives in this lifetime)

Horrible customer service. I think good guys going to close down soon. Don't buy anything from them online, what they sell online and what they deliver completely different. I want to ask isn't it ACCC must help us to get compensation if the order is not delivered within 30 days for online. If they delay more than 30 days, they have to compensate customers as they took money the day we buy and don't deliver for 30 days. I think 30 days is decent time frame unless they are pre-orders.

My friend needed a new microwave so I went to big w but they didn't have any suitable so I went to the nearest big box store which unfortunately was good guys. I picked an oven, paid for it and took it home. My lady friend put a cup of water into the oven to try it out. You couldn't see the cup of water because of the very dim light and she wasn't happy about it and we took it back the next day.
Whilst we waited for the details to be sorted, the lady told my lady friend that, in front of me,because it had been used we wouldn't get the entire price back and the percentage of the amount to be taken ranged from 80 to 10 percent. She was also told that there would be a restocking fee my friend and I started talking about how the accc would love to hear this rubbish when she told the other member to make it 20%, had a little think about it and then said, 10 and another moment later said don't worry it,we will let you off.
We are both in our early 70s and I am always astounded that the young think that because we are older, we must be stupid. Never to see us again at this warrawong nsw store

Goodguys online sold be a rangehood said it wasn't in stock and would be a few weeks then I can collect from the store. 5 WEEKS later paid $815 sitting in there bank account and can't get a reply or answer from anyone as to when the rangehood will arrive not even where it is???? I assume still be made in CHINA!!!! They should not sell and take money for items that are not in the country this is false trading. Why don't we all open a store and take money sit it in the bank get interest and then refund angry customers WT* is this SO POOR

I purchased an electric shaver online around two weeks ago. The parcel has still not left the store. I emailed the help team twice to follow up—no reply either time.

When I finally phoned, they admitted they’d forgotten to send it, assured me it would be dispatched that day, and promised to follow up.

Two days later, it still hasn’t been posted and I’ve received no update.

I now have to spend more time following this up.

Very poor after-sales service. Next time I’ll be going with a competitor like JB Hi-Fi or Harvey Norman.

Marcus the salesman was excellent...Patient , polite and very knowledgeable. 5 stars to him..The delivery process was different..Slow and inefficient..

Absolutely horrible situation to be in. Bought an item under warranty (Miele vacuum) from Fyshwick store. It stopped working. Brought it back in good faith. Six weeks later we still haven't got the vacuum back, or as much as an update or a temporary solution. The item given to us as a replacement doesn't work and despite calling and reporting this within a day, was provided with nothing as a solution. UNACCEPTABLE

Repair number is 10856679

Good guts they very hopeless they there is no service. They send emails which are a joke. I tried advising them that the intercom does not work and they would have to phone on the number I gave them. No luck there. When you ring Good guys you get recorded messages and awful music. This morning because the intercom was broken I tried to give them a message of this fact. I had to wait 20 minutes until I spoke to a person who after a minute cut me off. I was only trying to advise of the above. Quite frankly I gave up after that.

Sorry, this should be ranking negative stairs.
Purchased a rangehood from goodguys online & 2 months later still waiting.
Ring on hold for hour no reply, emails & still waiting next is fair trading.
Worst customer service in history. Government should force them to closed down the online store or set it up so we can chase order thought the retails stores.