The Good GuysReviews 114

I wish I read this store's reviews before I made an online purchase of a washing machine for my elderly mother who lives in Townsville. In the purchase confirmation email there was a cryptic message:"Delivery Available from 30/04/2025". On April 29th received their second email saying:"Unfortunately, we've been advised of a supplier delay which will mean we can't deliver to you as quickly as we'd intended. Sincere apologies for the delay." Tried to call them after April 30th to confirm delivery date. After multiple attempts finally got through to the store just to be told that they don't deal with online orders and was put through to their "online orders department", which did not answer. Sent them an email message requesting to confirm delivery date and time, no answer. Judging by other customers' experience it looks like delivery is not going to happen for a couple of months. This is not good enough, and it is not how a respectable company treat their customers. 12/05/25 - Still no response to my emails, web enquiry or chat. They just take customer's money and disappear, what kind of company is this? 24/05/25 - on 13/05/25 I managed to talk to a person called James on their online chat and asked for a refund or an alternative model that is available right now as they could not give me an estimate delivery date because the washing machine I ordered was on backorder. He sent me a couple of options on the same say and since then - silence. I re-sent an email message asking what is happening - no answer. Do not buy from this shop, they will take your money and then treat you like you know what. Taking money and not giving goods in exchange is called stealing.

I booked and paid for 'premium' delivery, which included installation, but my washing machine was not installed. It's almost impossible to talk to anyone to complain or organise for installation. The lack of communication between the company and their third party delivery drivers is ridiculous.

It's pretty obvious this mob has a policy of deliberately delaying customer service, probably hoping you'll just give up and go away.

Bought a HP laptop for my son for school from Artarmon "Good Guys". Paid for the extended warranty.

Returned it to the store when it stopped working and was told 3 to 4 weeks for it to be repaired. Not good enough given my son needs it for Year 11, but nobody in this store could care.

After 4 weeks, I called the store. Am told, "It's with the Service Department". Despite numerous calls, this same line was repeated over and over constantly unsble to given a timeframe for the repairs.

Finally, after more phone calls. I'm told "3 to 4 more working days". Waited 4 days called again and got exactly the same answer "3 to 4 more working days".

Still waiting.

Plenty of other shops out there. I recommend using them.

Went in to your store today with the intention of purchasing home goods. After walking around for about 10 minutes unable to get any assistance as staff were talking about Xmas plans and the tall guy in electronics was too busy watching tv to help until 2 girls walked in and he looked straight past me and asked them if they needed any help. I walked around a little more but still no assistance so I threw my hands in the air and started to walk out when he suddenly wanted to help and started calling out to me as I'm leaving. Too late champ. I have just left Retravision after spending six and a half grand. I'm sure that would have been a great commission for him. I hope the tv show you were watching or the 2 girls purchases were worth what you missed out on. Atleast I know not to waste my time going back there again.

We bought online for a steam mop worth $300 sent us a $100 steam mop of the same brand!
Tried to Rob us of $200!
How you make that mistake they don't even compare to each other!
Then as a sorry they only refunded the delivery cost?
I feel like that really serious and more action and accountability needs to be taken

Bought a LG Instaview Fridge 635l on the black Friday sales only to find out they had minus 23 of them and had to wait for stock to arrive from LG. This took a further 3 weeks! This Fridge was a few thousand dollars so we where not impressed. Them you make matters worse, it was supposed to be delivered today and it hasn't arrived and I've had no communication, no texts nothing! I can't ring anyone because the call centre is Eastern Standard time and we live in Perth! Never again Good Guys, your lack of customer service speaks volumes! Thanks for nothing.

Dodgy return practices. Sent me an email pretty much threatening me to withdraw the Paypal claim regarding my item or the wouldnt be able to help - the item (a monitor) did not work and is not as described (it doesnt work!).
I have sent a copy of their dodgy email to Paypal and have included it in my review as a warning to avoid the good guys. There are better and cheaper places that sell Appliances Online (they will match most of the time for example).

Please see below:

Hi S@@@@@,

An email was sent to you regarding a case raised regarding your product fault case on the 09/12/2024.
Feel free to visit a local store for an assessment if you wish and the Store will provide or advise of a resolution.
We can also see you've raised a dispute for this in the PayPal portal, please close off the dispute as this is a faulty case and the item was delivered.
A refund, a fix or a replacement will be provided after the assessment instore, but if the dispute is still open, we won't be able to provide either.
Thank you,
Pet@@@
Customer Solutions Coordinator - Online
Marketing
Support Office
Podium Level
60 City Road
Southbank VIC 3006

Yesterday, Friday 13th I visited the Bunbury WA, Good Guys store to purchase items for a new renovated kitchen. I was fortunate to have a very knowledgeable and caring young man, Reece. He gave me all the information and more for the 4 appliances I needed. Today,14th, I went back and ordered 5 products. The customer service and product knowledge was fantastic. I was so thankful to have a caring, knowledgeable with great customer service to help me. Thank you Reece and enjoy your break. Mary

We purchased a new 55" TV55" U6KAU 4K Mini-LED QLED Smart TV 23. We needed help as the onl;ine cart was giving trouble and the phone help was brilliant! The TV was delivered in a day althpugh initially we expected to wait until the following week (it was friday). The GoodGuys saw an opoprtunity for a vehicle to deliver it enxt day, and they duly did. Great delievry servcie from some very nice guys. The product is immaculate. Recently they also fixed our washing machine on warranty - a really good company in our experience.

ComplaintI am writing to address an ongoing issue regarding the purchase of a washing machine from the store, Tempe GOOD GUYS, in July 2022. The LG washing machine I purchased has developed rust on the top. Following discussions with the store, we reached a mutual agreement to resolve this matter, which included a reimbursement of $450. Regrettably, despite assurances from the store manager, only $431.25 has been returned to me thus far, leaving a shortfall of $18.75. I was informed on the 8 April 2024 that the remaining amount would be credited to my account by April 10,2024. However, to date, I have not received the promised reimbursement. This lack of follow-up and failure to honour the agreement is disappointing and reflects poorly on the reliability and integrity of the store. In addition I was tricked into cancelling the Tribunal hearing on the 12 March 2024 with the promise mentioned above but it has not been fulfilled. I have spent hours on the phone enquiring of what is happening and why the unfounded delays with continuous excuses. They have not understood the importance of resolving this matter promptly and in good faith. Please do not trust them. They are dishonest.

After a month of no delivery gave no resolution to meet my needs then to offer alternative in store to find it will take a month from Shepparton to Tungamah what a joke. First and las pashes for me

I paid for a stove delivery and installation to to vacant property being renovated. They wouldn't deliver without someone being there albeit understanding it was at my risk. I had got the real estate agent to unlock the garage but as the delivery company could not tell me the delivery time within 3 hours. No one could wait. They have now said they can't deliver.

I ordered a dishwasher online... It said in stock with a 48 Hour delivery... Purchased it... had an installer ready for delivery... No delivery. Checked my invoice for delivery date but suddenly it has become a back order... Can I get through to anyone that knows anything? Short answer is, Not A Chance! AND I also have to organise someone again to install but when? Looking for a working crystal ball, if anyone has one please PM me.(do we even say PM me anymore?)

Customer Service? What's that then?
Just over a year ago, I made the big mistake of buying a laptop from the (so called) good guys. Such a misnomer; they are anything but good.
The laptop developed a fault. I returned on January 3 and after first attempting total deniability, then trying to buck pass to the manufacturer, I was told that they would undertake the necessary repairs at their cost. I clearly should have got that in writing because after their allocated repairer had established the costs, the good guys changed their minds.
After discussion with a store manager, she offered a compromise fix.
That was some 5 weeks ago but I still have no laptop or replacement charger. It seems, the repairer would not release the product until payment from the good guys had cleared into their account. I find it worrying that a company of their size can't establish a credit rating with a relatively small repairer.
The most frustrating issue currently is that the store don't answer calls and neither does their national customer care department.
I am left without my laptop though I am fortunate that my living does not depend on it.
I live in hope that one day we'll be reunited but never again will I purchase anything from the store that tops my list of useless retailers.
Be warned

Ordered an oven and a dishwasher at the Black Friday sale. Upon purchase I arranged for a Monday delivery for the oven, dishwasher needed to be ordered in… Delivery never happened on that Monday! I went on to organise another date a few days later, but no delivery again. Despite calling every day, twice a day most days, it took 5 attempts at making delivery arrangements for my oven to be delivered. Keeping in mind that they kept promising me delivery so I had to be home on those days to wait for them not to show up!

In that time, my dishwasher had finally arrived and was scheduled to be delivered on the same day of the oven's 5th attempt and guess what? No delivery again!

I am lucky that I work from home so flexible with delivery date/ time but if one had to take time off work to be delivered, I would definitely not be buying from the Good guys! In that time I also had to cancel the electrician to connect the oven and cooktop (purchased elsewhere), so this whole ordeal means we've had no means to cook other than the barbecue and a little camping gas! Not ideal! It seems the Good Guys believe their time is more valuable than ours!

Also, in all this time, it is impossible to speak to anyone in management, they are either in a meeting, gone for the day or they will give you a call back NEVER!

Will I be buying from the Good guys again? Maybe in store, but I will never ever buy from them if it requires delivery! I would rather pay more or do without than put up with all that unnecessary stress!

Delivery came to wrong address didn't call returned.tryed to call store no reply had to visit store what a joke.

After being offered a next day delivery we was informed the next day wouldn't be coming so when calling Malaga store to explain on 3 occasions though our the day saying they would let us know in a hour we heard nothing back then was informed the following morning we would receive our delivery between 730,and 10 am because of work we said we would leave open a gate please leave it at the front door we are on a 7 acre property so it would be unseen from the Rd but they refused to leave it causing yet more hours lost at work so just remember that other suppliers in future will be getting my business ride ingnorant company

When ordering an iPhone 15 Pro Max on the day they made it available for pre-order they then didn't have the item available on launch day. When enquiring I was told that other customers bought them early on the day of launch and I would have to wait another 4 weeks. This company simply steals your money and doesn't deliver - don't bother with a pre-order here, in fact don't bother at all - the staff are rude and do not reply to complaints. I was issued a gift card and still required to purchase from these thieves.

Alesha from Good Guys Cairns is an exceptional sales person. I highly recommend Alesha and the company is lucky to have her as a employee. Alesha deserves a payrise or bonus. Well done Alesha!