The Good GuysReviews 114

I've been waiting weeks for a product to arrive, zero emails / updates or any correspondence. I went through their help messaging system twice with no response, I called their help line twice and couldn't get through, I even emailed my local stores and not a single response from anyone. My order was supposed to arrive the day after I ordered it and its been weeks. I wouldn't have minded if someone simply just answered me. If I could give a review below 1 star I would. I have now requested a refund, who knows if they'll even respond to that.

Purchased a fridge online but no mention made to customer that stock of that item not currently available and would be on back order. Discovered this two days later when I had to call and ask what was happening with delivery. Unknown ETA date - sometime early January. Disgraceful and very unhappy. Last thing I ever purchase from this company.

I emailed Good Guys North Lakes to give opportunity for them to respond but have received no response or reply. Users of service need be aware of this issue.

Dear Good Guys, North Lakes,
I wish to complain about our experience with your advertised online Click and Collect Service. My wife is familiar with such services and I have been able to assist her many times with regard to such purchases.

Unfortunately, yours did not work in the same way. I concede that her purchase did not nominate me as the person coming to collect, but my wife did not see this option in the process and would have, if obvious, as she is used to such processes.

The notification to her from your store was prompt and solicited considerable detail about when coming, colour and registration of vehicle, etc. She notified of my arrival. I found the designated place to park and got out. After about 15 minutes in the inclement weather, I finally went into the purchase area of the store as no one had come out. Then there was a further wait, despite two staff and only one customer being served.

I showed the order number from the text on my phone, but was informed I had not been nominated in the purchase process. From then on I was offered no further assistance, advice or help except ‘Sorry, nothing we can do', even though I had my wife on the phone who could have supplied further information or sent an email. I was just ignored from then on with no concern or problem solving attempts, the option needed was on a purchase form gone and not able to be retrieved. There must be some way to properly supply further information to correct this oversight.

I realise your counter staff may not be able to make a discretionary decision themselves, but all round this has been the most unsatisfactory service and unpleasant experience we have had in the extensive use of such purchasing options.

We are still without the purchase unless having to make a further and rather more inconvenient trip and would be grateful if there is anything you could to mitigate the difficulty in some way in trying to complete this transaction.

Yours sincerely,

I visited this Dubbo store ready with cash in hand coming out of an epidemic wanting to buy a deep freeze.

They had 4 on the floor i was happy to buy but they refused to sell me one of them even though they had stock ordered.

This is not good business and they dont look after their customers.

My friends and I will never walk into their store again and I encourage potential buyers to not waste their time walk into their store.

Bi- Right will be our preferred electrical store from now on.

Good Guys are bad Guys and they can go broke quietly.

I ordered a product for my mother, the store called to say another store will fulfil the order, I then got an SMS saying it was coming, then another later the same day saying there was an issue can the store will contact me which it didn't.
I tried to call the store, no answer, when they called me back they told me they cancelled the order although no one had contacted me to tell me this, the store was no help and just said this is all I can see so you should get a refund.
With this not making sense, I called the customer care number for them to tell me there was no cancellation, the order is with Bankstown store and there was no refund being processed.
The time it has taken to chase up the store to do there job and deliver a product I ordered over a week ago is ridiculous, I could have driven to Harvey Norman and picked one up and taken it to her in less time than I have spent on the phone!

Good Guys WILL NOT follow Australian consumer law!
The good guys will not refund as they are legally required by law as per Consumer Law, we spent 3 hrs waiting for some kind of customer service, we wait to see what customer service we will receive tomorrow, i am currently editing video's of the conversations with all staff and managers! (so i can post on social media and you tube and then leave links through multiple reviews) All of the staff will not acknowledge Australian Consumer law!
So the fun starts now as we will pursue a full refund as is required by law, I look forward to many days in legal letters and small claims through the small claims process, i will be writing many reviews through many emails in order to let the general public know that if you buy from the Good Guys they turn in to the Bad Guys when customer service is required! Do your self a favour and buy electronic goods from JB HI FI. More To Come!
(details of claim: 7 month old $4000 Sony tv has multiple problems it has been assessed and needs a new OLED screen a new pcb Computer and new cables the only part that can be re used is the plastic case but Good guys say its not a major fault?) and say nobody can authorise a refund?

I have just ordered a new cooktop and oven through the Good Guys at Kotara. The service I received from the salesperson Heath was first class. He couldn't do enough for me and his sales knowledge was exceptional. It's not very often I would go to this length to express my thanks but Heath and the Good Guys deserve accolades for their professional approach, many thanks to you, Paul Ferry, New Lambton

We buy all our appliances from The Good Guys at Capalaba because of their excellent after sales service. Whenever we have had a problem they have fixed it making buying from them a very satisfying experience.

Good Guys offer Premium Service but here's what happened with my Premium Service. I had purchased over $6k of product from them. They use Toll for delivery and the Toll guy came and dumped all the appliances inside the house and garage and left. He told me there would be another two people coming to install on that day. They did not come. When I called Toll the next day they had NO clue what I was referring to and were very unhelpful. When I rang the Store they told me they had contacted Toll (but didn't bother to come back to me to let me know they had contacted them). Toll did not bother to contact me about the Premium Service, nor did they turn up. We have installed the appliances ourselves and needless to say now have a mountain of trash we have to get rid of. The Store Manager told me if the products were coming from the Store this wouldn't happen. He told me when they have to have orders delivered from the warehouse this happens. Perhaps Good Guys need to change who they use for delivery and Premium Service if they are aware of this issue? If I had of known this would be how we would be "taken care" of by Good Guys, I never would have ordered through them.

They sell you the Concierge warranty at point of sale but when it comes to collect, they either haven't got the stock you want, you cannot use 2 vouchers for one product, and if you try to buy online, there is no option to buy from your closest store if they have not got the item in stock. This will definitely be the last time I ever shop at any Good Guys store. In my opinion it is an absolute ripoff.

Dont return calls, pass the buck, take far too long to do repairs.
Hectorville store Adelaide
Will never bbuy there again

I purchased a clothes dryer on last week and also paid $74 for premium delivery ie set up and remove packing and old dryer. Of course clothes dryer left unpacked in middle of floor as delivery man did not know anything about it. After 3 hours on phone I was ensured, with the greatest sincerity and conviction, that the young gentleman would soon get back to me with a resolution - 9 days ago now. Placed an enquiry online direct to good guys and received a reply stating they are busy and it would take 10 days for any reply. I expect it will never come. Their service is atrocious.

Nunawading branch.
Staff are so impolite and won't explain to you about the product. They don't care about you. So disappointed.

I bought a coffee machine online to fill a promotion for $100 instore voucher. The system took my money but froze the order. I couldn't collect my order from my local store because it had "low (not nil) stock". It took at least 5 phone calls from me to rectify the issue. Eventually the next day it was sorted and I could collect the item from my local store. When the confirmation was sent through for collection it was for a product that I had not purchased worth half the price. Another phone call... I eventually got the product but had to chase the bonus offer for instore. My email reply was that the product was ineligible because it wasn't on the valid item list (they took the item that was incorrectly allocated that I had to get rectified). I eventually got my credit. My G/F though didn't get her credit because they too messed up her order as well. She sat in the carpark for 45 minutes waiting for someone to bring out the appliance, and she had to chase to get an invoice sent to her for the product. They backed out of her store credit because they said that she opted out of marketing materials, which she hadn't. I will likely burn the $100 store credit on crap and never shop there again. Immediately they lost a $1400 iPad sale over a $50 store credit.
I will probably wont shop there again, and definately wont be doing online ordering.

I have the worset experience in my life ever in the good guys Aurbun. The store manager has no manners in the way dealing with customers. He is pointing fingers and shouting. When I told him the customers is always right He screamed
I asked him for his reason for his actions and he said it is our policy I request to see this policy and he refused to showe it to me. I am so disappointed with this type of service

I bought an Hitachi TV from The Good Guys in Capalaba. A few months later, a green line appeared across the screen. Took it to the Capalaba QLD. Store for repairs. It sat in the back warehouse for about a week and then finally was picked up and shifted to NSW for repairs.
No communication from repairers or The Good Guys. After two weeks without a TV, I phoned to see what was causing the hold-up. Nobody knows! Slack Service. Never buy from them again,

I bought several appliances from the Mile End Good Guys back in Nov 17. One of the items is a Dyson V7. The sales person Daniel F told us that for Dyson handstick, the main issue is with its battery which usually doesn't last long, hence he strongly advised us to buy a 5 years warranty to cover it. He confirmed that the warranty covered battery replacement hence he advised all his customers to go for it.

However, when I put up a request to replace the low performance battery, I was told that battery is not covered. I then called the concierge hotline and confirmed so. I was so shocked to know this, this is indeed a misrepresentation from the salesman in the Mile End store. I have spent $125 on the warranty which is 22% on the machine solely for the wish of getting a coverage on battery. I complained to the store and concierge but the reply is, as it is only a verbal communication and back in 3 years time, there is nothing the shop can do. So my lesson learnt is, don't trust the salesman in Good Guys, they are LIAR!