The Good GuysArvostelua 

Can I give a zero? Ordered an expensive item (air conditioner, with installation). Many, many chats and phone calls later - hours and hours of follow up with a different answer every time - I eventually find out its sold out and wont be restocked. BUT Im welcome to upgrade to a more expensive model, at my expense. And they wont tell me how much. No cancellation/refund option offered. The online chats just 'end', even if you ask for it not to be and are still asking questions. Its a joke. In the meantime, Im then getting emails that delivery has been scheduled - clearly not true - as there IS NO item. It should be considered fraud still advertising and selling an item they dont have and holding onto the money. The in person stores try to be helpful, but dont have access to the online / delivery orders. Its chaos. Strongly recommend not buying from them online.

I was notified that my item had been despatched. Six days later I learn that it is still sitting in the store. I will never purchase from Good Guys online again. Tracking is hopeless. And couriers have 1.2 rating.

If I could give zero I would. The good guys my a**. Do not try and get anything delivered. Ordered a macbook air online, received an email saying that it dispatched a day or two later and it has been stuck in a shipping note created, but never got picked up state for nearly 2 weeks so and some how I have to wait while they take a weeks to do very little to solve it. The store says it has been sent, so they won't let me cancel because it's on its way apparently.

Currently on hold on the phone and chat (for the 6th day) to see who answers first and gives me the same answer, currently at 34 mins and counting.

I bought a De Longhi coffee machine from their online website- the item was delivered and it was USED. The box was torn and the machine was wrapped in a way that was clearly not done in the factory. But the clincher was the residue of coffee grinds inside!!
Added to this is the fact I don't have a receipt. I've sent the verification code for the receipt and it has not turned up in my inbox despite three attempts. What is going on with their online service- it's appalling.

Not at all happy with The Good Guys. After buying MANY appliances in the past 2 1/2 years for our new house, our dishwasher had a malfuntioning motherboard. We've been trying for THREE WEEKS to get The Good Guys to help us get a repair or replacement. The dishwasher was 3 months past warranty when it stopped working. We paid an appliance repair company to fix it when we discovered the manufacturing fault. The Good Guys basically is giving us the run-around saying they are "escalating" the issue, no one calls back, they out us on hold and never return to the phone. We are about to contact Fair Trading NSW and the ACCC over it after reading the Australian Consumer Laws. The "admin" tells us on the phone when we ask for the manager, who is never available, that he is busy running the store all by himself, it must have slipped his mind to call us back, or we don't have any idea of the issues he's walked into when he came to work at 2:00. The excuses are ridiculous.

I had an absolutely terrible experience with Good Guys delivery. They kept delaying my delivery the entire day, and despite making what felt like a hundred attempts to reach them, I got no real help. Even worse, the delivery lead personally confirmed at 5 PM that my order would be delivered today. Then, at 7 PM, I suddenly received an automated message saying the delivery had failed and that someone would contact me.
No one called. No explanation. No accountability.
This was honestly pathetic service—disorganized, unprofessional, and completely dismissive of customers’ time. I expected much better from a company like Good Guys, but this experience was beyond disappointing. I wish I could have given negative rating.

great prices. not so great delivery. So after being given a window from 12.40-1.40pm, it then changed from 1.40pm- 2.40pm, then to 2.40pm to 3.40pm AND THEN FROM (you guessed it) 3.40pm - 4.40pm..... I contacted the store and I got a VERY generic: "it's outside what we factor in for delivery time" answer. I then let the rep know that it should INDEED be what you factor in, as 30-60 mins is somewhat annoying to the customer, but 4 HOURS???? This just shows a new level of incompentence. Unless the driver has had a crash - there is NO WAY that a delivery should take this long from an initial delivery window. Extremely poor form from the driver and sales rep. ...just got a missed call and a text to say "you're next" (at 5.57pm)... then another later on to say: "we're aware that your delivery couldn't be completed due to unexpected blah blah blah blah". This is my fist time with the GG. Will NOT use them again. Harvey Norman and JB seems to be a much better option

I bought a Haier two door fridge from the South Tweed store and had a problem with it being lifted up my stairs to the kitchen. Only after I complained to the store did they send 3 strong men to lift it into place for me 3 days later. After 7 weeks the fridge stopped working so I contacted the store and they arranged for a removal and replacement of the fridge. Although I told the store and the delivery subcontractor that it would require 3 men to lift it up my stairs, only 2 men showed up. They attempted to drag the fridge up my timber stairs scratching and shredding them in the process and also leaving dirty black marks on my walls. I contacted the store and was told that they had arranged another date for me to have the fridge lifted and the faulty one removed. However no-one turned up on that day. So I contacted the store again and they said they had no record of the second delivery. I was given a third delivery day 3 days later. I have lodged a claim for the damages incurred and I'm still waiting to hear about this. This store has absolutely no communication between them and the delivery subcontractors and they are totally incompetent. The delivery men are not equipped or strong enough to lift heavy appliances. They have no duty of care and show very little respect to the customer. I will never purchase a new appliance again from The Good Guys. Their service and customer care sucks!

We ordered a fridge from this place, and the deliver people were really careless with their job, they have hit the fan controller and asked us to contact "The Good Guys" for the claim. But this situation and process have become very frustrating. The issue started on Thursday when the team caused the problem and then redirected it to The Good Guys. Since then, the discussions have been taking a long time. I understand that there are processes to follow, but given the impact and urgency, this needs to be prioritised. The quotations are valid only for 30 days and we need to book an electrician as well once you approve this. We are not cheating money from you. you need to hire more responsible people to do their jobs. or speed up these kinds of processes. What is this?

The fan in our living room was damaged, and in the current heat conditions, it has made our home extremely uncomfortable. This delay is unacceptable. You are just getting money from people on time but when it comes to claiming you are getting all the process and things need to follow.

Absolutely terrible service from The Good Guys. I brought my robot vacuum in for repair over a month ago, and it’s still sitting in their store — it hasn’t even been sent to the repairer yet despite being under warranty.

Trying to get updates is a nightmare. They are impossible to contact, and the concierge service is just as useless. No one calls back, no one follows up, and no one seems to know what’s going on.

Because of their complete lack of organisation, I’ve been without a vacuum for weeks and my house is a mess. This has been incredibly inconvenient and frustrating.

I expected so much better from a major retailer. Extremely disappointed and would not recommend their service to anyone.

I know it’s Black Friday and the store is busy but that’s no excuse to be rude. The cashier at the Alexandria store, a woman in her 40’s with long, light brown hair has zero customer service. She was very rude, unhelpful and clearly didn’t wanna be there. I then looked up reviews and saw all of this. I wish I’d have seen this earlier. Never would have shopped with them otherwise. Everyone says they’re bad online. I can attest that they’re terrible in store too.

Ordered a TV online from the Good Guys. The webpage said would arrive one date and the courier service said another date! It did not arrive on either date! Then the fun and games started! Team Global Express (useless) said ring the retailer! Rang Good Guys they said ring Team Global Express! After going back and forth finally Good Guys said we will get an update from Team Global Express and email you! And yes no email! No communication nothing but silence! They have my money and I don’t have the TV. Asked about a refund! You have to wait to claim a refund ! Then you have to wait for them to investigate and then if they find it is missing you need to wait for the refund ! Advise do NOT shop with the Good Guys! They are inefficient, unprofessional and useless

Ordered an appliance online as the Malaga store was showing multiple items. I received the initial acknowledgment and then nothing more. The website stated click and collect in as little as an hour. The next day I still had no further acknowledgment, so I rang the store to be told "I'll look it up and call you back shortly".
Two hours later I went to the store to be told we may or may not have the item, and the website isn't very accurate. Cancelled the order and will source from another provider.

Dear Team,

I am writing to express my disappointment regarding the recent customer service experience at your Northland store.

My family and I have been in Australia for almost three years, and from the beginning we have purchased nearly all our household items from The Good Guys. Until recently, we were always happy with the service and trusted your store. Unfortunately, our recent experiences have been extremely disappointing.

Last week, we visited the Northland store and the staff member who usually assists us was not available. I contacted her by phone, and she kindly referred us to a few sales team members. However, none of them were willing to help. One staff member, provided particularly poor service — he showed no interest, offered no support, and ignored us when we asked questions.

Because of this, we decided not to buy from The Good Guys that day and instead purchased the items from JB Hi-Fi.

Today, we visited the store again hoping for a better experience, but unfortunately it was the same. No one came to assist us, and when we asked for help, the staff said they were from another section and had no product knowledge. When I requested if they could call someone from the correct department, they still did not show interest.

We were moved from South Africa, where customer service standards are taken very seriously. If such behaviour occurred in South Africa, management would immediately take action, regardless of who the staff member is. The level of service we experienced at your store is far below what we are used to and far below what customers deserve.

As a public service employee myself, I felt very disappointed and embarrassed by the lack of professionalism and poor customer care. Your store’s name is “The Good Guys,” but unfortunately, the service we experienced does not reflect that.

The only positive part of our visit was the payment section, where a staff member named Mariya (spelling may be incorrect) provided good service.

I hope you will take this feedback seriously and address these issues, as we have been loyal customers and would like to continue shopping with you.

I am requesting a refund for my LG fridge/freezer due to multiple faults and ongoing issues which have not been resolved. The appliance requires a new compressor, and due to ongoing temperature problems, the interior of the freezer has cracked. The freezer also fails to freeze consistently.

In addition, the ice machine flap does not close properly, causing the ice maker to freeze over and stop working. I frequently have to melt and clean it just to get it functioning again. I can no longer use the ice and water dispenser at all.

I purchased this fridge believing it was stainless steel. The exterior is now turning black, and I have since been advised that LG paints black fridges silver and markets them as stainless steel. The fridge doors are also misaligned. The technician who attended confirmed these issues and stated that all of them required fixing, yet LG is only willing to replace the compressor and is refusing to address the remaining faults.

LG’s customer service has also been extremely poor. Their representatives have been aggressive in their responses, place me on hold for extended periods (often 20 minutes or more), and continually transfer me between staff without resolving anything.

LG has advised me that The Good Guys can issue a refund, but the store manager Jason, has been unresponsive. He has repeatedly dismissed my concerns, failed to return calls, and has not replied to my emails.

They also don't answer their phones; you need to call numerous times before they answer

This delivery company is absolutely disgusting. Extremely unprofessional. Very unreliable. They do not deserve to be in business.
We were meant to have a 75 inch TV delivered on a Sunday. We got regular text messages telling us of the time it would be delivered. Then we got a phone call to say they didn’t put it on the truck. It would now be another day. Which did not suit us, Being a huge TV, Both of us needed to be here to unpack and install it on the stand. They did not care. Rebooked it for Monday. Was meant to be here between 830 and 1030. By 12 o’clock it still had not arrived. Then when it finally did arrive, these unprofessional delivery people dropped somebody else’s huge television out of the truck onto the road. They could not care less. They just shoved it back in the truck. There is absolutely no way of contacting this company, They have no phone number. We rang the good guys where we purchased our television from, at least 15 times before somebody answered the phone. To be told they cannot contact the delivery. company, they have no phone number for them either. Then they proceeded to tell me how useless this delivery company is, and they always have complaints about them. If that is the case, why not find somebody more professional to deliver the goods that customers are paying for. Instead of them taking time off work and out of their day waiting around for a company that does not turn up. These people don’t even get one star it’s -10 star’s.
Appalling. Unprofessional. Do not deal with them!!!!!

Haydyn at Good Guys DFO Essendon Professional, courteous and a champion

Sent to a store 25 minutes away to be turned away as warehouse was closed. Returned following day and waited, ignored by multiple workers. When we complained we were told where the exits are. Disappointed and will never return.

I ordered an oven, cooktop and rangehood that were all in stock on their website. Paid for items in full and had delivery scheduled in 2 days time. Received a text giving me a 3 hour window, which I kept monitoring until it was 1 hour to go. Drove to the property and waited. When the hour was up I checked the status and it had changed to unconfirmed. I tried finding a phone contact to follow up and after 15 minutes of searching contacted their customer service team. The service I received was awful, a series of disconnected calls and misinformation. At the time of writing this review, the oven has been delivered but I am still waiting to hear where the rangehood and the cook top are. Don't waste your money with the Good Guys, they are far from the customer centric business they used to be. Appliances online offer a far more reliable service.

Thankyou so much,for your quickness and all you did. brillant job done ,reasonable price.
Nice chaps .
I would highly recommend to everyonne