The Good GuysReviews 114

It's been over 1 month and I'm still waiting for delivery of a washing machine, I've payed for this but they say it's still not in stock so will go there tomorrow as calling them they just keep saying as soon as it's in stock they will deliver this item, so 7 weeks almost and still nothing, I will write a better review when it comes.

After 45 days waiting a voucher about $80 as they promised, no one answered my queries, long calls without any solution and no mails replied. I just decided to surrender an accept that they are scamming with their promotions. Never will back.

Purchased a TV online in September 2021. July 2022 I noticed a thin green line running down the screen. Contacted the agent in Australia and provided them with serial number, photo and proof of purchase. Within an hour I had a response with a credit number to take to the Good Guys. Called them and then sent through all the details. Offered a replacement, credit or refund. I opted for a refund as I thought I would shop around. TV picked up on the Friday, heard nothing the following week despite 4 emails and 2 phone calls to their online department. Finally rang the store and was told to come in and bring paperwork etc and we can sort out for you there and then. Working away that week I did so on the Saturday the week after. We had picked out a Samsung 65inch to replace, it meant $300 extra but was happy with my choice - read reviews etc. Went to store and explained we would like a credit and what TV we were going to choose, also told him what the person on the phone and that store had said. His first response was that the Samsung TV was inferior and rubbish and that he would recommend another brand, $600 more. He read through my details the paperwork and then looked on his computer and said he could see the TV had gotten back to the warehouse. He then proceeded to say that they couldnt do anything and to call the online support team on Monday, he said he would call them also and explain that i had been given the run around and then he would call me. I wasnt pleased but thought at the time it wasnt his fault, Monday I called the support line number he gave, it went to a voice mail, i left my details, order number etc and asked them to call back. I received an email saying that my credit had been paid back into my account. I never heard back from ONLINE SUPPORT or the rude salesman who promised to call back after he spoke to support. Never again GOOD GUYS

Absolutely no customer Service. After placing my order and taking my payment I have received no further info, several phone calls to i knowledge and I help sales Staff - I css as led sales as the. Customer service line is never answered.

I requested a refund after several failed attempts to arrange delivery and despite confirming the i lorded was cancelled no refund or any correspondence has been received.

After spending nearly $7000 on products at the Brighton store, delivery was organised. I knew the products were in store, so nothing was in transit. Plumber was arranged, electrical points completed. No delivery, no text message, could not get through to the store (kept getting hung up on) on the nominated day. Exasperated I rang head office and canceled the order to receive a full refund. Two days later a truck turned up with the goods at 7am! I said I'll take the dishwasher, but not the other items, as I had now purchased them elsewhere. Delivery of dishwasher was completed, bows removed, and it was then that I noticed two big dents on the door of the dishwasher. I called head office again, got someone's voicemail who said to email, but failed to provide email address, left a message but no one has returned my call. Please do not purchase from Good Guys Brighton unless the item is in store and you can take it with you, and can confirm it is not damaged

The service both online and in store is none existent!
Paid for products, waited over 6 weeks for a refund online.
Ordered a product instore, paid for it and a month later told... sorry, won't have the product.
Covid being used as the reason... funny I've had NO OTHER stores or online sites taken any longer than usual! Very very poor form, will never shop there again, not that they'll care!

Purchased dish washer with premium delivery and installation. Delivery guy installed it but left the packaging and has been rude. If you are looking for quality service, this is not the place to go.

Disgusting attitudes and completely unhelpful will never visit again. I'v been a staff member of jbhifi for 11 years not and i have never seen such an attitude on counter staff. Clearly very unhappy staff

Wish I could give less than 1. I will NEVER buy anything from them again and will also make sure I warn everyone I can. Advertised a price online, I purchased, received two text and email messages to collect only to be told there is a mistake on the price and they are cancelling the deal. Obviously I was not happy, but the way the one person spoke to me (or towards me) in front of other customers was shocking / humiliating... almost bullying! They also told the young female cashier to deal with me, the manager did not - I could see the young lady as very uncomfortable - clearly also bullying their own staff!. They refer me to the small print on the website which I did find, but also they fail to follow their own fine print as they were supposed to send me an email clarifying the cancellation which they never sent... in fact the next day I again received two messages that I can collect my TV. In my opinion, they are just bullies... and I used to be a religious TGG customer. PS: I sent 2 emails to their customer care team and NO... Zero response!

Did not honour a price match after being told that they would when I called up, specifically telling them i only had limited time in Melbourne and had to catch a tram all the way from the CBD. (so I made sure to emphasize this on the phone to make sure they would because I couldn't afford the setback and to be messed around)

Stuart M and Paul B from this store specifically were the ones that didn't honour the price match even after explaining the situation to them and told I had been assured there would be no problem. I had told the person on the phone specifically what store I was price matching and they said it was fine to price match and do so from that store but when i took a tram out there - which took an hour - they said cause it was an online store they wouldn't do it even though the person on the phone said it was fine and also mentioned no such policy.

I was given a guarantee and they did not honor it. They even tried to still sell me the expensive product after the fact at a price nowhere near close to what I was previously gauranteed. Dishonest store run by dishonest people. One of them even tried to tell me the store I was price matching had no stock even though I had only a minute ago shown there was stock on my phone. Not trust a thing they say or to do right by their customers. If I could rate zero or negative stars I would. "Good guys" is false advertising, and so is their price match claims.

Purchased a dishwasher from Mile End store 4 months ago, had a tech come out 2 months after opening a complaint, Manager shrugs it off and says now I have to get approval for a refund through the manufacturer {3 weeks ago}, Dish washer {Technika} is Crap, doesn't clean and doesn't dry, takes 3 hours for the cycle. Ultimately, there is NO customer satisfaction here. Good luck with your returns. I have 3 homes, will never shop. Bad- Guys again.

I ordered a Tumble Drier online for my wife.
I paid upfront 'In Good Faith'.
I was told later that they had 'Nil Stock' but expected this to be rectified in 2 weeks - 4 weeks ago!
I have tried contacting them 3 times now and am still waiting for their promised 'Urgent Contact from a Manager' to be realised.
Surely Consumer Affairs have to move against these people since they are STILL advertising the same unit for sale online whilst having no stock available or any idea as to when this is likely to change.
How many people must they dupe like this before something is done about them?

So dying mum, confirmed by Solar Vic to receive rebate, chose heater, couldn't get in stock NO contact, had to chase up repeatable time & I mean every time. They changed item on us 3 times on us before I just said get whatever just get one, 6 months went by and my beautiful mum died waiting, Solar Vic advised they would honor the rebate. THE GOOD GUYS went and advised Solar Vic we cancelled order so rebate was cancelled. We did not cancel, in fact we advised The Good Guys this heater is a ticking timebomb. SHAME ON YOU - will NEVER NEVER buy anything from them again &would rather pay extra not that they are good on deals anyway and their staff (by which I mean office staff are disgraceful)

Well all I can say that Kevins service today was outstanding helping us to choose the right dishwasher would highly recommend him and your store it was a pleasure shopping there today
Thanks Kevin
Regards Mandy

Was given a timeframe of between 10am and 12. At 11.59am received a call to advise the driver was running 30 minutes late. By 2 pm I still hadn't received my clothes dryer.
Called them at 2.22 to see where my delivery was. Three times I had to call as their hold voiceover only lasts for 4-5 minutes.
Finally got to speak to someone who advised the delivery was rescheduled till the next day.
No courtesy call to advise. Then told I had to wait for another text message to advise what time my delivery would be arriving.
Exceedingly poor service, and wouldn't shop at The Good Guys or JB Hi Fi ad they use the same delivery company.

Excellent service.
I recently purchased a 40" TV at the Capalaba store. The staff member who dealt with me was very helpful with good advice. Later that day I found that the TV I thought needed replacing was not, in fact, broken. The wall plug supplying power was shorting because the inside was covered in a mass of dead ants. I went back to the store the next day and explained my problem. Both members of staff I spoke to were very pleasant and understanding about the situation and gave me a full refund of the purchase price.

It's one of the worst services if you order online delivery, it's taking more time for arriving and never get any updates from their side I waited 2 or 3 days then I call them and talked about my order that time they realized about order and asking do you want to delivery tomorrow, I don't know we paid money and waiting for long days for the needful thing. Worst worst service never order any thing next time

We had problems with online site... it would not let me click on 'submit' order. I then called the 1300 number. Got on straight away. Spoke to a human being! The item was not currently at closest Good Guys, but IN STOCK elsewhere. Order was placed. I also ordered a smaller item which was in stock at same store. Now 6 days later, I find the smaller item has been dispatched, but NOT the major item. I tried to call 1300 number. This time, there was no online person to speak to, just 'messages', requesting caller to press a 'number' for their particular question. First recorded message 'hung up' on me. It stated that service was 'not available'. No referral information provided, just 'hung up'. That 'service' was 'checking delivery status'. I called again & pressed a 'different' number. End result, they sent a 'link' for me to 'sms' a message. Now I am no further to finding out when my item will be 'dispatched'. Literally NO satisfactory after sales service available, it's a waiting game now.

My online order got canceled without informing me within 6 days. Called store no help. Warrowong store is the worst. Not going anymore. Poor customer service