I've had an incredibly disappointing, protracted experience with The Good Guys. I'd like to share it as a warning to other potential consumers.
I purchased a coffee machine through one of The Good Guy's commercial clients. I had to return it and was told to drop it off at Good Guys store at which point I would receive a refund. I did this in October '21. I was told week after week that I would receive a my refund, which would have been handy leading up to Christmas. After chasing up The Good Guys for a couple of months, being placed on hold for hours, sending emails and messages that were ignored, I found out my return was still sitting at the back of their store. Nothing had been done. In January, The Good Guys told me they weren't giving me a refund. They said they'd send the refund amount to the commercial client, who would then send me the refund. However, during the elapsed period of time the commercial client (Ripper Rentals) went out of business. The Good Guys head office confirmed to me that they in fact had my refund money (as they could not send it to Ripper Rentals- being out of business and all) and they had the coffee machine I returned. They kept refusing to send me a refund though. Pretty sure The Good Guys is a massive business, but they didn't want to part with the refund money that's for sure. After mucking me around for months they offered me a replacement machine. I told them I'd since bought a replacement as this had been going on for so long. They wouldn't budge and I was done with the stress of it all so I accepted a replacement machine (and they gave me a $50 Coles voucher for my troubles too). A couple of days after receiving the replacement machine I received a phone call from The Good Guys in Maribyrnong apologising for the terrible customer service experience their staff put me through, which was nice. I was also told if I dropped the machine off there I would receive a refund. I couldn't believe what I was hearing and made sure this would be ok. I was told it'd be fine. So I took a day off and drove the hour and a half from Rosebud to Maribyrnong to drop the machine off and back again- As per The Good Guy's instruction. Anyway, I've been emailed by them again saying the refund isn't happening and I can come pick up the machine from Maribyrnong. I know people are quick to get on social media and stomp their feet in outrage... but seriously. This is a joke. You've left me with no option but to pursue this as a legal matter now. I'm just a dude. This isn't the road I want to go down but yeah, I'll share this ordeal with as many people as I can. Go give your money to a business that treats people with a bit of respect.

I had a massive disappointment with this store
I got there yesterday to buy a tv and walk way
The staff suggested to instead get delivered
I explained i need my tv now as is 3rd day without and i want relax this weekend
He promised that Saturday i would hv my tv and i should pay someone to come over to set it up, so i pay over $200 plus for it
They talked nice i bought bbq phone tv etc...
Today after 13:25pm
I got a call that my tv might come in a week or over.
With my disappointment i asked way if they said was available and i would have it delivered saturday.
Around 15:45pmThen i went to the shop to get my money back
And they told me was an error.
So she called the man to install fhe tv as i requested the phone call b made in the moment and was confirmed i would get all done and settle on Saturday
Then i bought a phone charge and head set that not notified wasn't provide with the phone as usually i had always with other purchased.
Left with all good thank you.
T
I live in Gold Coast but needed to go to Brisbane in the afternoon.
As I just got in Brisbane after 5pm
The guy that needs set it up the tv tell me he might not be able to come, he might be,
I said i cant b played around, as was clear he would.
Is a yes or no?
He said the tv might come after 5pm and is too late for him
And i should not worry i was his first job on Monday.
I said those were not the deal
He said is because they made the first call saying my tv would take over a
Week and cause of that he took other job
I told him but we confirmed the job this afternoon at the shop.
He said iwas offending him.
The truth he knew he would never get to me
I was played and took advantage as i trusted their fake smile of sales people.
No need as i was open to buy a tv that was available there, but they had to make that extra money and foul me
After i called the store to informed i want my refund
I was treated shameless as the woman on the phone started with: "LISTEN TO ME"...
And the middle of the lies, no open to let me talk and saying that the man that was coming to fix had no idea what time i would pick up my tv... total lack of professionalism, customer service and much less kindness as she hang the phone while i was talking.
I felt completely drained and stressed as i work so hard and i
No one diserve to be treated like that.
I was near someone when the call happened and they suggested me to get my money back as was a scam and they treated me as a 3rd class citizen as i have a strong foreigner accent,
Still no rights to fool me like that, i arrived and paid what they promised to delivered with date agreed
There was no need to waste my time and treated poorly.
After around 18:30pm pass they called me all nice asking if i was coming get my refund.
I was still on the M1 and explained how rude all was.
With this i just have to say Good Guys can only survive as the competition is poor and probably owned the competition
Massive time waste, and level of low life scammers.
And after i had them calling me
I got this:
Your order from The Home Delivery Centre will be delivered to between 09:25AM - 12:25PM tomorrow.

If you have paid for a Premium Service, please ensure your old unit is disconnected and removed from the cabinetry or niche, if required remove any doors/handles or add-ons to ensure it fits through the nominated exit point.

It also needs to be emptied of all ice and water and in a clean condition ready for transport.

Trully bullying and clearly the guy that need to come to set up was already booked and he knew he never get at my place on Saturday
That is why all the lies
Disgusting!