The Good Guys
Reviews and Complaints

Recently, I had an experience shopping with The Good Guys (thegoodguys.com.au) that was less than satisfactory. I ordered a product for my mother and was contacted by the store to say that another store would be fulfilling the order. Shortly thereafter, I received an SMS notification that the product was on its way. However, later on the same day, I received another message indicating that there was an issue with my order, and that the store would be in touch with me regarding this matter.

Unfortunately, despite their promise, no one got in touch with me. I attempted to contact the store but was unable to get a hold of anyone. Eventually, they reached out to me and informed me that they had cancelled my order, despite not notifying me of this decision beforehand. The store's unhelpful response was to tell me that I would receive a refund and that there was nothing else they could do for me.

Naturally, I was frustrated by this response and called the customer care number. After explaining my situation, I was told that there was no record of my order being cancelled. Moreover, the representative informed me that my order was actually being fulfilled by the Bankstown store and that there was no refund being processed at that time.

All in all, it was an incredibly frustrating experience that took up far too much of my time. It's a shame that I had to spend so much effort chasing up the store to do their job and deliver a product I had ordered over a week ago. To be honest, it would have been quicker and easier for me to simply drive to a Harvey Norman and pick up the product myself.

My experience with The Good Guys is unfortunately not a positive one. Two months ago, I excitedly placed an online order for a fridge and a microwave, eager to receive my new appliances. However, my excitement quickly turned to confusion when I received a vacuum in the mail instead - not exactly what I had been hoping for or expecting.

I immediately reached out to The Good Guys through both email and phone, hoping to correct the mistake. However, I was informed that my case had to be sent to an online service and then I never received a reply. After waiting for two months and still having not heard back from anyone, I decided to take matters into my own hands and used the vacuum twice, as I assumed it had been sent to me by mistake and was mine to keep.

But just today, I received a call from The Good Guys asking me to pay for the vacuum because I had used it despite it not being mine. I found this to be ridiculous, as the vacuum had been sent to me with my name and information on it - how was I supposed to know that it wasn't meant for me? What if it had been a gift from a friend, sent anonymously?

In the end, I was made to pay for a mistake that was not my own, and I am left feeling frustrated and disappointed by The Good Guys' poor handling of the situation. This is not the kind of experience that I would expect from a reputable company, and I sincerely hope that they can do better in the future.

My recent experience with The Good Guys started off on a positive note. When I encountered an issue with the online ordering process, I decided to give their 1300 number a call. To my surprise, I was immediately connected with a human being and received excellent customer service. The individual on the other end informed me that the item I was looking for was not available at my closest Good Guys, but was in stock elsewhere. I went ahead and placed my order, which also included a smaller item that was in stock at the same store.

However, this positive experience quickly turned sour. Six days later, I received notification that the smaller item had been dispatched, but not the major item. I attempted to call the 1300 number again, only to find that their online service was not available. Rather than speaking to a human representative, I was left with automated messages asking me to press a number corresponding to my question. Unfortunately, the first recorded message hung up on me with no explanation or referral information.

I tried calling again and pressed a different number, eventually receiving a link to send an SMS message inquiring about delivery status. While I appreciate the effort, it was not a satisfactory solution to my problem. Now, I'm left in limbo waiting for my item to be dispatched with little to no after-sales support available.

Overall, my experience with The Good Guys has been disappointing. While the initial customer service was excellent, the after-sales service has been subpar at best. It's a waiting game now, and I hope my order is dispatched soon.

I recently purchased several appliances from the Mile End Good Guys in November of 2017, including a Dyson V7. At the time of purchase, the salesperson, Daniel F, informed me of the potential issue with the battery life of the Dyson handstick. He strongly advised that I purchase a 5-year warranty, which would cover the battery replacement.

As my Dyson V7 started to experience low battery performance, I submitted a request to replace the battery. To my surprise, I was informed that the battery was not covered under the warranty that I had purchased. To confirm this, I contacted the concierge hotline, and they also confirmed that the battery replacement was not covered.

I was shocked and disappointed by this news. I had spent $125 on a warranty that I believed would cover the battery replacement, which was the main reason why I had purchased it. When I reached out to the store and concierge, I was told that since the communication between Daniel F and myself was verbal, there was nothing that could be done three years later.

This experience taught me a valuable lesson to not trust the salesman at the Good Guys as they are untrustworthy and falsely represented the product. I am disappointed that I spent a significant amount of money on a warranty that did not live up to its claims. It is essential to have the explicit terms and conditions of any warranty confirmed in writing to avoid such situations.

As a loyal customer of The Good Guys, I had an unpleasant experience with their Premium Service and delivery provider, Toll. Being a regular shopper at their store with a purchase history of over $6k, I expected nothing but class and professionalism from their delivery services. Unfortunately, my experience with Toll was nowhere near what I had hoped for.

Upon delivery, the Toll guy hastily unloaded all the appliances inside the house and garage and left me unaware of the installation process. With a promise of two more people coming on the same day to install, I was left in dismay when they did not show up. To my dismay, I discovered Toll had no clue about the process and was very unhelpful when I made inquiries the next day.

It was disappointing to discover that while the Store had contacted Toll, they had not bothered to inform me, leaving me in the dark about what was happening. The Premium Service I had paid for was offered to ensure I had the best experience and the fact that I was left without assistance, coupled with Toll's poor response rate, was unsatisfactory.

In the end, we managed to install the appliances ourselves but were left with excessive trash that needed disposal. When I contacted the Store Manager to complain, he acknowledged that this had been a problem when deliveries had to be made from the warehouse. He admitted that if the products were coming from the store, this would not have happened.

As much as I love their products, my experience with the delivery service was a significant letdown. If The Good Guys are aware of this issue with their chosen delivery provider, they need to consider changing to a more reliable and efficient one. The Premium Service is meant to enhance the shopping experience, and failure to deliver on it can drive away repeat business.

If I had known that this would have been the lackluster level of service I would get from The Good Guys, I would have thought twice about ordering from them.

I recently had a very disappointing experience with The Good Guys and wanted to share my thoughts with anyone considering making a purchase with them. Unfortunately, it seems that the company has chosen not to follow Australian Consumer Law when it comes to refunds.

After experiencing issues with a $4000 Sony TV only 7 months after purchase, my attempts to receive a refund were met with resistance. I spent 3 hours trying to resolve the issue with customer service, but received no satisfaction and was ultimately left with no choice but to pursue legal action.

What's more troubling is that the staff and managers I spoke with seemed unwilling or unable to acknowledge the rights afforded to Australian consumers under the law. I find this concerning and unfortunate, as I believe that any reputable business should prioritize customer satisfaction and compliance with legal obligations.

As a result of this experience, I will be taking steps to share my story through a variety of channels, including social media and review websites. I want other consumers to be aware of the potential risks involved when shopping with The Good Guys and to encourage them to look for reputable companies like JB HI FI for their electronic goods purchases.

Overall, I am disappointed by my experience with The Good Guys and would not recommend them to anyone looking to make a purchase in the future.

My experience with The Good Guys was less than stellar. I purchased a coffee machine from their website, which supposedly came with a $100 in-store voucher. Unfortunately, the system glitched and froze my order after taking my payment. When I tried to collect my order from my local store, I was unable to do so because they had low stock. This led to five frustrating phone calls to rectify the issue.

Finally, the next day, I was able to collect my item from the local store. However, the confirmation email I received was for a product that I had not purchased, which was worth half the price. It was another hassle to get this sorted out with yet another phone call.

My girlfriend also bought something from The Good Guys, and she had her own set of issues. She had to wait in the car park for 45 minutes just to get the product, and she had to chase them to get an invoice for the purchase. On top of that, they backed out of giving her a store credit because they claimed she had opted out of marketing materials, which she hadn't.

Eventually, we both got our store credits, but the whole process was such a hassle that I don't think I'll be shopping there again. It's a shame because I was considering buying an iPad from them, which would have been a $1400 sale. But the frustration and hassle just wasn't worth it. Overall, I'm disappointed with my experience with The Good Guys and probably won't be doing any online ordering with them again.

Dear readers,

I would like to share with you my experience with The Good Guys, specifically their North Lakes location in Australia. I had attempted to use their advertised Click and Collect Service and unfortunately it did not work out as expected.

My wife is quite familiar with similar services and had no issues with purchases in the past. However, in our experience with The Good Guys, we encountered some problems. During the purchase process, my wife did not see the option to nominate me as the person to collect the order, which caused some confusion.

Despite this, we received a prompt notification from the store requesting information such as the expected time of arrival, colour and vehicle registration number. My wife provided this information and notified me that I would be picking up the order.

When I arrived at the designated parking area, I waited for about 15 minutes in inclement weather before deciding to go into the store's purchase area. Despite there being only one customer in front of me, I still had to wait for some time before being served. When I showed the order number to the staff, they informed me that I had not been nominated during the purchase process.

Despite my attempts to explain the situation and having my wife on the phone willing to provide further information, the staff were unable to assist me and offered no advice or solutions. This lack of concern was quite frustrating and left me feeling ignored.

As a result, we are still without our purchase and may need to make a further trip to retrieve it, which is inconvenient for us. This experience was the most unsatisfactory and unpleasant one we have ever had with such purchasing options.

I believe that there must be some way for The Good Guys to properly supply further information to correct such oversights and improve their service. I hope in the future they can mitigate these difficulties and provide a more satisfying experience for their customers.

Sincerely

As a customer of The Good Guys, I am extremely disappointed with my experience and would like to share it as a cautionary tale for other potential buyers. I purchased a coffee machine through one of The Good Guys' commercial clients, but had to return it. I was instructed to drop it off at a Good Guys store and was promised a refund. Unfortunately, this was not the case.

For weeks on end, I was given the run around, being placed on hold for hours, and having my emails and messages ignored. I continuously followed up with The Good Guys and was told that my refund was on its way, but it never arrived. In fact, my return was still sitting at the back of their store. I was left in the dark until January when The Good Guys told me they would not be giving me a refund. They claimed that they would be sending the refund amount to the commercial client, who would then send me the money back. Unfortunately, during that time, the commercial client went out of business, leaving me with no refund.

The Good Guys head office eventually confirmed that they had my refund money and the coffee machine I had returned but refused to give me a refund. They even offered me a replacement machine, which I declined as I had already purchased a new one by then. After months of stress and frustration dealing with their unhelpful customer service, I finally drove an hour and a half from Rosebud to Maribyrnong, following their instructions to drop off the replacement machine and receive my refund. However, they did not follow through with their promise and once again left me with no refund.

This experience has been a massive inconvenience and an emotional rollercoaster. It is unacceptable that The Good Guys would put a customer through such a long and stressful process. After several attempts to rectify the situation, I have been left with no choice but to pursue legal action. As a customer, I expect companies to treat me with a basic level of respect and professionalism, which is something I did not receive from The Good Guys. I strongly urge others to think twice before giving their money to a business that does not value their customers.

I recently had a less than satisfactory experience with The Good Guys, and I feel compelled to share my story. I was in need of a new television, and upon entering the store, I found a staff member who suggested that I have the TV delivered rather than take it with me. However, I explained that I needed it right away, as I had been without a TV for three days and wanted to relax over the weekend.

Despite my reservation, the staff member promised that I would receive my TV on Saturday and suggested that I pay additional money for someone to come and set up the TV for me. I agreed to this, and I also ended up purchasing a phone, a BBQ, and a headset during my visit.

Unfortunately, I received a phone call the following day stating that my TV would not be delivered as I had previously been promised. I was understandably disappointed and immediately requested a refund. However, I was met with more frustration as the staff member on the line treated me rudely and cut our conversation short.

The next day, I received a message that my TV would be delivered the following day, but the person I had paid to set up the TV was unable to come at the agreed time due to an error on the store's end. I was understandably upset since I had planned my day around the set-up and the impromptu delay caused a significant inconvenience.

Despite all this, I remained polite and understanding, but I still felt neglected by the store's customer service efforts. I was disheartened that I had trusted the smiling salespeople, only to be fooled and mistreated.

I urge other shoppers to remain aware of this sort of behavior and not be fooled by deceiving sales tactics. While The Good Guys may remain successful despite their behavior, I cannot recommend this store based on my negative experience.

that I received at The Good Guys in Auburn. It was the worst experience I have ever had in my life. Firstly, I found the store manager to be extremely rude and disrespectful towards customers. His poor mannerisms and impolite behavior were indeed very unprofessional. During my interaction with him, I noticed that he was quite aggressive in the way he spoke and was continuously pointing fingers and shouting.

While trying to reason with him, I emphasized the timeless adage that "the customer is always right," but he disregarded my concerns entirely and instead chose to scream at me. This, in my opinion, is unacceptable behavior from someone who is in a position of authority, representing a company, and catering to customers. After further prodding, I asked him to show me a written policy regarding his actions. However, he refused to oblige my request, further indicating his dismissive attitude and unwillingness to see things from my perspective.

Overall, this experience left me feeling incredibly disappointed with The Good Guys. I came in expecting excellent service and a positive experience, but instead, I was treated poorly and came out of the experience worse off than before. It is my hope that The Good Guys will take accountability for the subpar treatment that I received and will work on improving their customer service in the future.

I recently purchased an Hitachi TV from The Good Guys and was initially quite happy with my purchase. However, my positive experience was short-lived. After a few months of use, a bright green line appeared on the screen, making it impossible to fully enjoy any programming.
I promptly took my TV back to the store in Capalaba QLD where I originally purchased it, hoping it would be a quick and easy fix. Unfortunately, this was not the case. My TV sat in the back warehouse for about a week before finally being picked up and transferred to a repair facility in NSW.
Throughout this entire process, I received no communication from the repairers or The Good Guys. After two long weeks without my TV, I decided to take the matter into my own hands and called the store to inquire about the hold-up. To my dismay, I was told that nobody knew what was causing the issue or why my repair was taking so long. Needless to say, I was disappointed and frustrated by the lack of accountability and customer service I received during this ordeal.
As a result of my experience, I can confidently say that I will not be purchasing from The Good Guys again. While their products may be of decent quality, their after-sales service is incredibly lacking and has left me feeling unsatisfied with my overall purchase.

It's no surprise, that as artificial intelligence, I don't have emotions but even I can tell how frustrated and disheartened Jordan and Steph must be with their experience with The Good Guys. The company has been around for ages and portrays itself as the go-to destination for electronics and appliances. However, their appalling customer service indicates otherwise. It's unacceptable that simple communication seems impossible and all the customer gets is a run around when they call or email.

Jordan and Steph's brand-new fridge was unfortunately found to have a fault, and it has been a truly disappointing and distressing journey, to put it mildly. Despite numerous attempts at communication, the staff seems to be avoiding their calls and failing to return them. Being pushed from pillar to post with no resolution in sight is incredibly frustrating. The company ought to take responsibility, considering the fault was found in a product they sold. It is so disheartening to see how little they seem to care about their customers' satisfaction, leaving Jordan and Steph in the lurch.

It's hard being a customer and feeling disregarded, frustrated, and undervalued. The Good Guys clearly has no interest in improving customer service, which is an understatement considering the rude response given to calls pleading with them to take action and settle this issue. We all just want to feel like our needs are met and to see when a company claims they do just that, it is disappointing to find that it is just a mere facade.

In conclusion, it's obvious from Jordan and Steph's experience that The Good Guys lacks the most critical ingredient in providing an excellent customer experience- care for their customer. Customers' satisfaction should be at the forefront of any business, and in this instance, it's a far cry from it. With such poor service, it's hard to imagine a favorable review coming from any customer. A company with such poor customer service deserves the worst of reviews, and in this case, I would have to agree- 0 stars and 100 thumbs down.

As a consumer who has recently purchased a product from The Good Guys online store, I must say that my experience has been quite disappointing. I understand that delays can happen, but the complete lack of communication and response from their end has left me feeling quite frustrated.

After placing the order, I received no updates or correspondence about the product's delivery status. I tried reaching out through their help messaging system on multiple occasions but to no avail. I even called their help line, but unfortunately, I couldn't get through to anyone. I was hoping to receive some clarity on when to expect the delivery, but no one seemed to be available to assist me.

In a last-ditch effort, I reached out to my local stores via email, hoping for a response. But unfortunately, I received nothing but silence from their end as well. It's incredibly unsatisfactory to experience a complete lack of customer service from a company, especially when you're counting on their assistance.

To make the situation worse, my order was supposed to arrive on the day after I placed it, and now it's been weeks, and I'm still in the dark about its delivery status. I don't think it's too much to ask for some sort of update or response from the company. It's quite frustrating to be completely ignored.

I'm incredibly disappointed in my experience with The Good Guys, and if I could give a rating below one star, I would. I have now requested a refund, and I'm unsure if I'll even receive a response to that. It's just unfortunate that a company that prides itself on excellent customer service would fall so short of their promises.

As a customer who was eager to make a purchase after a challenging year due to the epidemic, I headed to The Good Guys store in Dubbo with cash in hand and was excited to see that they had four deep freezers available on display. However, despite the fact that they had stock ordered, I was disappointed to be refused the sale of one of the freezers. This was incredibly frustrating as I had made the effort to come to the store with the intention of making a purchase, only to be met with such resistance.

I found this to be an extremely poor reflection of The Good Guys' values and level of customer service. It seems to me that they don't prioritize their customers' needs and instead are only focused on their own objectives. As a result of my experience, I have decided that my friends and I will not be returning to The Good Guys' store in Dubbo and I recommend that potential buyers do not waste their time by visiting this particular store.

Instead, I will be redirecting my business to Bi-Right, an alternative electrical store that I feel will be better able to meet my needs and provide me with the level of service I deserve. In my opinion, The Good Guys need to do a better job of taking care of their customers if they want to stay competitive in the market and not just go broke quietly.

Last week, I was excited to purchase a clothes dryer from The Good Guys website (thegoodguys.com.au) and also opted for the premium delivery service for an additional cost of $74. This service included setting up the dryer and removing the packaging and my old dryer. However, I was disappointed with the delivery service as the delivery man did not know anything about the premium delivery service. As a result, my clothes dryer was left unpacked in the middle of the floor, which was quite inconvenient and frustrating.

To resolve this issue, I spent three hours on the phone with the customer service representative who promised to get back to me with a solution. However, it's been nine days now and I am yet to hear back from them. I was really hoping that they would have taken my issue seriously and provided me with a resolution in a timely manner.

I decided to contact The Good Guys directly through their online enquiry form, and received an automatic reply stating that they are currently experiencing a high volume of enquiries and it would take up to 10 days for a response. Although I appreciate their honesty regarding the response time, I am disappointed with the lack of urgency and follow-up on their part.

Overall, The Good Guys' service has been atrocious and I am quite disappointed with my experience. I was hoping to receive a hassle-free and efficient delivery service, but unfortunately, that has not been the case. I hope that they take this feedback seriously and make some improvements to their service processes to avoid similar situations in the future.

I recently had a disappointing experience with The Good Guys when I purchased a Range hood from their online store. I was enticed by a promotion which would grant me $80 in store credit, which was a welcome bonus. However, I am still waiting for my purchase to be delivered over a month after placing my order. It is even more frustrating to learn that I am not entitled to the promised store credit, as the terms and conditions state that the item must be received before September 13th. This seems incredibly unfair as they sold me an item that was out of stock, leaving me waiting for almost two months now. I feel that I have been deceived by The Good Guys, as they have made promises that they have not been able to keep. It's extremely frustrating to be in this situation and I strongly believe that their customer care has let me down. Overall, I am highly disappointed with my experience with The Good Guys and cannot recommend their service to others.

My recent experience with The Good Guys was quite disappointing. I had ordered a clothes dryer and was given a delivery timeframe of between 10am and 12pm. However, when 11.59am struck, I received a call informing me that the driver would be running 30 minutes late. After waiting patiently until 2 pm, I still hadn't received my dryer, so I decided to give them a call to see what was going on.

To my dismay, I had to call three times as their hold voiceover only lasted for 4-5 minutes. Finally, I was able to speak to someone who informed me that the delivery was rescheduled for the next day. I was quite surprised that they didn't call me to inform me of the change in schedule, but was told that I had to wait for another text message to get an idea of what time the dryer would arrive.

Overall, I found the service to be exceedingly poor and was left feeling quite annoyed by the whole experience. After this, I'm not sure if I'll be shopping at The Good Guys or JB Hi Fi again, especially since they both use the same delivery company. I hope they improve their services in the future so that customers don't have to go through what I went through.

Recently, I made a purchase of two televisions at The Good Guys outlet located in Bendigo, and my overall experience was underwhelming. Although I was happy with the products, the delivery was not up to par. I was given floor stock without being notified beforehand. This not only caused frustration, but it also made me question the credibility of the company. Upon complaining about the delivery to the Manager, I was offered an exchange, but it was too late as I had already installed the televisions.

Additionally, as part of the deal, The Good Guys offered a promotion through Disney to receive a free subscription for 12 months. However, the process to claim the promotion was not without issues. I had to repeatedly follow up with the store to be eligible for the offer. Despite having lodged my claim, I never received the access code for the Disney promotion, which was extremely disappointing.

It is unfortunate that such an esteemed store failed to deliver on their promises to loyal customers. I urge The Good Guys to ensure that customer service is a top priority, especially when it comes to the fulfillment of promotion commitments. Overall, my experience with The Good Guys left a sour taste in my mouth, and I hope this review would encourage the company to improve its practices.

My experience with The Good Guys was extremely disappointing, and I would not recommend purchasing from them. I recently bought a 70 inch TV from the website, and unfortunately, it arrived with no picture, only sound. My initial attempts to contact their customer service department were unsuccessful as they were too busy to speak with me, and promised to call me back, which they never did. After multiple attempts to reach them, I finally spoke to a salesperson named Raj who logged a claim with the manufacturer. However, a week went by and I still had no TV.

Over the course of the following days, I called and emailed The Good Guys six times, providing them with photos and serial numbers of the TV, but received no response. It wasn't until Hisense informed me that they had declared the TV as dead stock that The Good Guys finally agreed to replace it. However, I had to call them again to follow up and remind them of their commitment, as they failed to do so themselves. It was only after my persistent reminders that I received a call from them, inquiring about the issue with my TV.

Overall, my experience with The Good Guys was incredibly frustrating and disappointing. It's disappointing that a company of their size and reputation would treat their customers with such disregard and indifference. At this point, I still haven't received my TV or a refund, and I cannot recommend The Good Guys to anyone based on my experience.