The Good Guys Arvostelua 625

Terrible customer service. Bought a TV which has to be delivered due to the size.
The delivery date was booked in at the time of purchase, and then the day before I got a text confirming the time slot.
Less than 30 minutes before the scheduled delivery time, I got another text saying the delivery had been unallocated and wouldn’t be available until during the week.

Both my wife and I work full time so it’s not possible for us to have a day off at short notice for something as trivial as a delivery.
On contacting customer service, the response was ‘Sorry delivery is not possible today. Thanks for your understanding.’ And that’s all I got.

Cancelled the order and will now purchase from elsewhere.

What a shame. This company used to have a great reputation but after my recent experience, I can see why their reviews are so dismal. Washing machine delivered but the hose was too short (obviously this can’t be a new issue) but as they outsource the deliveries, so drivers unable to assist, left the floor wet and refused to put dryer on top cos I didn’t have the correct mat although last time they didn’t have a problem. Basically they just cut wait to get out of there. So you’ve lost a loyal customer in a highly successful competitive market.

Worst online and delivery service ever. My fridge blew up the day I flew in from working away. The Good Guys used to be good so I thought id jump online buy a new fridge and get it delivered so I wouldn't have to worry about getting rid of the old one or trying to get new 1 up my stairs. Ordered it, paid for it, booked delivery for the next day and paid the extra cost. Job done yeah, NO. Not only did I waste 2 full days sitting around waiting but the invoice they had sent me had wrong number on it, they didn't bother notifying me they weren't coming but when I finally got hold of someone on the phone they were so rude, dismissive, unhelpful but acted and spoke as if I was inconveniencing them, as if I was disturbing them from a major life event. They had no idea what they were doing or how to help and hung up on me. Customer Service is your job,that's the field you chose, not rude service or no service. So today I still have no fridge, no updates and the chat service says they haven't even reserved it yet to go out for delivery. Supposed to be delivered yesterday, all they had to do was read the receipt. I would never recommend the online, delivery or even the phone service for them eh.i definitely won't be using them ever again.

Paid extra for next day delivery. Watched tracking NOT move. Now 4 days overdue. No one answers customer 'care' ph number. Shoulda gone to jbhifi

If you want any kind of service DO NOT go to Good Guys Fyshwick, I recently went there to buy a 5 in 1 microwave and NOBODY acknowledged me,greeted me or even approached me and I was the only customer in the store.
So after 20 minutes looking at microwaves with no service,I left and went to Harvey Norman where I was greeted and assisted immediately and bought my 5 in 1 microwave SHAME ON YOU BAD GUYS

Warranty return of appliance, have been waiting 5 weeks (MAR 13 2026). They have now stopped answering my messages about it, the last thing they said is they will pay it sometime and whenever that is, it will still take upto 7 days to be in my bank.

I ordered a TV online and was told it was a two week delivery. I waited but the day before it was due I was emailed on Saturday morning and told it was going to be another week. I spoke via chat first thing Monday morning and was then told quite abruptly that the order had been cancelled and a refund would be received within 3-5 business days. I asked for email confirmation and that was all I got to say it was cancelled. The chat was then ended on their end. The order was taken off my account online. I regret shopping herd and I never ever will again

I ordered a freezer and stereo on fourth of February 2026 and every time I check on potential delivery date it keeps advancing anywhere from three days to a week and now they're good to not going to be delivered till at this point in time first week of April which will come out at nine weeks to wish I believe the good guys may be in financial trouble as they are taking full payment and just keep on avoiding delivering the items and there seems to be a wall that stops customers from inquiring directly about the goods to wish you have to go and look at the website which keeps on showing constant lies which I believe the good guys are playing the practice now o taking the money and running to wish if that is the case it's now a case of bringing the office affair trading and a person should not have to bring in the office affair trading to wish if ever these could get delivered or even if they do I will never go back to the good guys and hate. I'll have to give my business to Harvey Norman.

I went today to your store in Mackay at 15h00 today to buy a SONOS Beam2 sound bar.
After 20 minutes of, at first standing, then seeking assistance, not a single person was around to help.
I went round the corner to Harvey Norman, walked in, was greeted, helped and did the purchase.

What’s the point of all your marketing if your store staff are so utterly useless.

You have lost a loyal client – check out my purchases.

I had a great experience...went in for a product on sale ...
not in stock of course...so in my head bait and switch and of course I am asked is there anything else/other maybe I might be interested in? sigh.... in my head I'm at harvey Norman now...but then they offerd me a very reasonable deal! No fuss! and the sales guy was HOT! hahaha

I ordered a Russell Hobbs mix and go classic Mixer and paid for it on 18/1/26. The item has still not been delivered to me on 4/3/26 -- 45 days later ! . I called Good Guys information line twice and was told it will be delivered this week. This is really bad customer service.

I purchased 2 items, a dishwasher worth $800 and a vacuum cleaner for $280, in 2023. I was offered extra warranty on the products purchased, which I accepted and paid a further $65.
My dishwasher is currently faulty so contacted The Good Guys Cairns and was told that the warranty I had paid for was only for the vacuum cleaner.
Unfortunately for me, the paperwork also shows this, but I didn't double check at time of purchase. I know I would never buy extra warranty for a cheap product and leave the expensive product with no warranty.
Extra warranty is always offered at great prices BUT don't rely on the goodwill of the salesperson, they may not be giving you all the correct information.
ALWAYS check your paperwork before leaving the store. The Good Guys were unhelpful.

called their sales hub to purchase a dishwasher and have it installed at a rental property, emailed them agents details to arrange time with tenants, 3 weeks later still not done. when finally actioned my contact details on docket not agents between Thomastown store making delivery, the home services team handling install and Brighton sales hub I can't get anyone to set this simple thing up correctly. Have wasted all morning trying to get them to fix the paperwork NEVER AGAIN

I purchased a Hisense dishwasher from The Good Guys in December 2024, and the entire experience has been extremely disappointing from start to finish.
The dishwasher developed a fault during the warranty period, and I reported it immediately. Despite raising the issue straight away, it still has not been resolved. I have lodged five separate complaints. Each time a technician has inspected the unit, they have clearly advised that it is faulty and requires replacement. However, when I follow up with customer service, I am told there is no record of such a report. This ongoing lack of communication and accountability is completely unacceptable.
What has made this even worse is the terrible after-sales support from both Hisense and The Good Guys. Instead of assisting in resolving the issue, I have been caught in an endless back-and-forth between the retailer and the manufacturer, with no ownership taken by either party. I have wasted countless hours arranging service visits and following up, only to be left with a defective, unusable appliance.
When a fault is reported within the warranty period, customers should expect a prompt repair or replacement — not months of frustration and poor service.
Overall, this has been a horrible experience with both the product and the after-sales support. Based on this experience, I would not recommend Hisense or The Good Guys.

The Maribyrnong store is awful to deal with, the front counter staff treat you like you are disturbing them when you ask a question. You can never get any empathy or a smile and if you try to return something you get grilled. Hate going there now.

Purchased a faulty vacuum cleaner. Contacted the Good Guys in October 2025 re a refund, no reply four months later. Referred the matter to the ombudsman. Terrible service.

I wish I could select ZERO star for GOOD GUYS service. we ordered an item in NOV 2025. It was delayed by them so they asked to cancel order. We cancelled it and its 26 FEB 2026! We have not received a refund. every time they say once the item get back to us from Aus post, we will refund. Such a poor customer service!

I bought a washing machine from the Good Guys in Helensvale and it broke down after 3 months. They have a refund policy on their website but they 100% have refused to refund me. I have a useless piece of rubbish and they don't want to know

Order a fridge online with the Good Guys told must be there to accept the delivery! Ordered it for a Tuesday delivery and the fridge arrives on the Friday two days later. No text messages no phone call absolutely nothing . The customer service is non existent in the place . Tried to complain and they said they will waive the delivery fee. Waive the delivery fee you didn’t even deliver the right day. Lady online said nothing we can do and tried to offer $50 gift card . Highly recommend not using good guys the customer service is pathetic and trying to ring and complain is a mission too. No phone numbers . The place is an absolute joke

We had an extremely disappointing experience following the failed delivery of our fridge.

We bought a fridge, washing machine and a Dyson vacuum from the good guys in Sydney Supa Center with the requirement that the fridge be delivered on a specific day. On delivery day, the delivery team struggled to get the fridge out and after a lot of struggling finally advised that the fridge doe had apparently been damaged so will have to go back to the warehouse. But they promised to return that same day or at the latest first thing the next day. That did not happen and in fact we waited 2.5 more days until our fridge came.

As a direct result, we lost $890.38 worth of fresh groceries (receipts provided), as well as the entire contents of our freezer. This included weeks of frozen meal preparation for postpartum (I am heavily pregnant and due to give birth in two weeks), dog food, prenatal supplements, probiotics, and other expensive vitamins. All items spoiled due to the 2.5 day delivery delay.

During the initial delivery, we were explicitly assured that the fridge would be returned later that day or, at the latest, the following day. When this did not happen, we attempted to contact customer service multiple times but were left on hold for 30+ minutes on each occasion and had to abandon the calls as we had other things to do. When we eventually reached someone the following day, we were told that same-day delivery is “never” offered — directly contradicting what the delivery team had told us.

We were instructed to submit receipts to make a claim and were offered a $150 Visa gift card. Unfortunately, this amount does not come close to covering the significant financial loss we incurred.

Under the Australian Consumer Law, services must be provided with due care and skill and within a reasonable time. The delayed delivery was outside of our control and the spoilage of perishable goods was a foreseeable consequence of this failure.

This was over a month ago and we still have not heard back from their customer support team

Disgraceful service. Ironic they reckon they can use the name good guys.