The Good GuysReviews 114

I paid for delivery of my new washing machine including taking away the old one and installing the new one. When it arrived on the day before at the completely wrong time the delivery guys said they don't do that and I would have to ring the good guys. Of course being a Saturday no one is answering and no stores are answering either. I will be calling Monday for a refund of the $85 I paid for premium delivery. Really poor and I'm very unhappy. The delivery has let the good guys down. Fingers crossed I'm happy with the washer.

Overall the experience has been extremely unpleasant and unfair as there was no proper information for consumers about the actual delivery date when you do the purchase. Also did not get a reply via online enquiry.
Similar to other reviews on here, I bought a product online at the end of June and paid in full. I got an email update to say that the delivery date will be in 2 weeks time. However, just before the 2 weeks, I got an update email to say it will be delayed. Another 2 weeks later, I did not get an update, so I sent an online enquiry. Did not get a reply and I decided to call the customer service.
Customer service offered to check with vendor to find out when the product will be available. My question was - why hasn't that already been done? Are they waiting for each buyer to call in to then check the status of the order?
I then asked for a swap to a different model that might be available. Customer service sent me an email with options the next day. After i responded to the email with the model i would like and asked a few other questions, I did not get a respond for the day.
So i called up customer service again and asked about the options that were suggested. Turns out the option i wanted was now no longer available as it was sold to someone else. Customer service is currently trying to find some other options that might be available.

Wow I thought I was the only one getting poor (read no) service until I read these comments. Bought a new TV online over a month ago and every time I complain about no updates as to its whereabouts I get a message saying "Your issues has been sent to the appropriate management team". Still no feedback.
I went to the local Good Guys store to see if they could help and they said "Oh you ordered online we cannot help you".
Back to online and you get a robot (no choice of talking to someone) that gives you a choice of canceling your order or waiting until god knows when.
Do not use this service under any circumstance unless you are very, very patient.
Hopefully this review will encourage someone from management to come back to me - though I doubt it.

I admit that I was stupid to think a reputable company like The Good Guys will do things as they advertised. I purchased a fridge from them and not JIBI hifi although same price purely because of their promise of store cash. I never received it! When I finally rang, I was told it was sent sometime in Jan, I asked the online chat staff called Ankita but was only told they sent it! She couldn't care less if there is a problem with their tech as I resally not received once their promised store cash. They do not sent you email or reminder about the cash reaching your "Wallet" app and if it expires it will disapper from the app, she said, meaning there is no way in the world to find out if they have in fact sent it or not. Also I made the mistake of paying the money and sign up for their Gold Service Plan, I was swayed by the sales rep it is a good deal as it gives you extra store cash. Again, never receive it! I am going to repor their misleading behaviour to ACCC and I urge consumers who are scammed by this store cash scam to do the same!

I have been in the loop of speaking to concierge who then try to call Hisense asking them to call me. They don't call they call/ email them again and again no call. I have had this same problem since October 22 the new tv warranty from Hisense and the extended warranty is a waste of money I still can't get it fixed and consort he say again we will insist on a call back hahaha don't make me laugh you only constantly cut me off when you have me complains even luke at the call centre hung up as soon as I told him I've called 3 times today to sort this, he never spoke after that just disconnected the call

Absolutely disgusting regards Nigel

I bought a robot vacuum in January 2023. The staff there mentioned that I would get $80 dollars cash back if I bought the item in January. He also added, the $80 cannot be used within the 5 days after I purchased the vacuum. So I planned to get a muscle gun in Feb.
We went to the shop today and the staff there said I can't use it, there is no such thing of $80 cash back even I showed them the voucher on my apple wallet. What a big misleading conduct. Never trust this company! Good guys rip people off even just for $80. And of course, I want to speak to their costumer service, there is no contact number or even email address I could call or write. The only way is to send a letter by mail. What a great way to avoid receiving feedback from customer.

Brought a product paid for it then they sold it to someone else and they said nothing they could do about it worse service ever will not be back

Had I read reviews on The Good Guys before I purchased, I'd have gone elsewhere. The goods were fine - as they would be from competitors - it was the service, delivery and non-existent telephone support that was absolutely hopeless. The slightly cheaper prices (in some cases) are the only attraction, and for a few dollars it is not worth it.

We bought a fridge from the good guys Tempe. The instore service was good. We paid for premium delivery but got the worst delivery I have ever had from a store. It took 3 tries, which means 3 days home waiting, 3 times emptying the fridge and losing frozen food. The second time they rang and said they were 30 mins away then 8 mins then 4 mins and could we wait outside for them but never showed up. On ringing we were told that our fridge wasn't on the truck. When they did finally deliver it they wouldn't take the old fridge and didn't take the packaging from the new one or set it up as we had paid for. Really angry. Very poor delivery service.

Good guys, Belmont staff are extremely helpful, especially Isaac. He has in depth knowledge of tv products and gave us confidence in our purchase.

We bought a fridge and a washing machine and paid for premium delivery and removal because we have 5 sets of stairs in our apartment building.
For starters they told me the fridge was coming the next day so I took the day off work to wait for delivery they said they would give me 3hrs notice. It never turned up and when I rang at 3pm they said it was never coming and they couldn't get it there until Sunday. Apparently salesman's fault I should have been contacted.
They dropped off the new fridge and washing machine and refused to take the fridge said they needed more men. They said don't worry you won't pay extra we will get someone to collect during the week. No one came or contacted me. 4 phone calls the next week and they said they would organise someone to collect the next day. No one showed again. Last phone call to ye refused saying there are new toll legality's about taking fridges downstairs. Now I'm stuck with a fridge in my lounge room. Worst service ever. Don't buy from them. I've read so many bad reviews that I wish I read earlier.

My review is on the company service not a product. This company is impossible to contact after you purchase, they show no interest in their customers. Their website backend is a mess few links work or return you back to the beginning. The product order search function is laughable, in fact chimps could do a superior job. NEVER WILL I BUY FROM THIS MOB AGAIN! I'm assuming that after you place a web order some fool in a senior position believes thats the end of customer interaction. HOPELESS!

The StoreCash is a SCAM! I have reported it to the ACCC and suggest you do too... what a TOTAL JOKE! We bought a stand up freezer in December 2022… the sale, transaction and pickup went quickly and smoothing… as part of the deal there was "StoreCash" offered and bonuses if you paid a certain way etc. it is now 30 January 2023 and this "StoreCash" has not appeared and they will not help me to find it… I have spent over an hour on the phone already and got nowhere and just now have been hung up on again while on hold… shop elsewhere.

I paid for my membership in Sep 2022 but did not receive on e Gazette as of Dec 2022. I called and was told the address was wrong which I found hard to believe cos I had a membership before for years. I was told that the ones I did not get would be sent and problem solved. As of today 1-18-23 I did not receive the Gazette so I called and talked to Abby. She blames the problem on Post Office. I said no Goodguys admitted it was a address error. She repeated six times it was Post Office then gets all cocky with me when I refuse that blame. I said refund my membership so she hangs up. I got nothing for my money this is Highway Robbery. I have read a couple of reviews and its apparent this a problem for others so I was lied and the Post Office was blamed.

The worst service and customer care in australia. Ever! If you don't want to stress, never buy something with Bad Guys. I bought a TV on the 11th to be delivered on the 14th, Saturday, because that's the only day I can stay at home and wait. I spent all Saturday at home and they didn't deliver. I paid for the delivery and assembly service and until today, the 17th, I'm waiting. It's super hard to talk to them and they still ask for 3 days to deliver. What? Don't stress, just never buy anything from this company. I didn't get yet my Tv. To refund, they ask 1 week.

Truly appalling service. Faulty dishwasher, replaced 3 times still faulty. Trying to contact Good Guys for help is like pulling teeth. Long waits on phone, ridiculously incompetent chat platform. I am still on the phone 45 mins as I type this.

AVOID GOOD GUYS AT ALL COSTS

After ordering on line and paying instantly I selected the delivery date offered for my post code area. I received email confirmation of purchase and delivery date and then received notice of further delivery protocol for the delivery date. On delivery date I waited for the carrier to contact me of a time and nothing, I contacted live chat and was told my fridge was on the truck and that they are running a bit so I let the owner of my old fridge take it away and put all my food in esky's until my fridge arrived. At 4.45 pm I contacted live chat and now I'm told that no fridge was available for me today and there was never a fridge on the truck and there would be no chance for a fridge for another 4 days. That night I cancelled my order and requested a full refund. The next morning I went to Harvey Norman and picked up a new fridge and got it home to save my food that had been in esky's. Here I am 8 days later and no refund and they even had the audacity to try and deliver a fridge 4 days later.

I ordered over the phone and due to a lack of clear communication ended up with an unsuitable product for my situation.
I didn't get any help from central sales and had some frustrating and fruitless conversations with them. I think I spoke to five people before actually getting help from the store who supplied the product.
So the issue was resolved but it was very stressful. This can't be an uncommon occurrence. I think they need to work on the protocols for responding to these situations or there will be a lot of customers who never want to come back.

Don't order over phone the sales people lie to get sale
I am senior female they lied about time of delivery, they were 3 days late lied about free install and lied about taking boxes away.
Nor good guys They are BAD GUYS