The Good Guys

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.

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.

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?)

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.

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

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.

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

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.

Do not order online with these guys. Bought an item, they said the delivery date was 7/11/2022 and when it was not delivered the delivery system crashed and said my docket was no longer valid. It is now the 10/11/2022 and I absolutely cannot get in touch with any person from customer support - or anyone apart from the actual stores (who can't help anyway). Starting to feel like I have lost my money and consumer affairs need to get involved. So dodgy. Really wish I had of read these other reviews first. Don't know why they think they should be able to get away with it.

Ordered oven 09/09 with initial delivery date 10/09
Result - it might be delivered 01/10 (attempt number 3)
5 days to respond my requests, responding not to the last one...
Asked my money back - got email that "will be delivered soon"
To say me upset - say nothing...
Have NO intention to deal with in future at all.

Made an online order. Called in requesting next day delivery. Got told order was cancelled due to a $20 shortage in payment. That was a lie. Checked my bank statement and got charge the exact amount as per the purchase receipt. As of now, no products and no refund. Time waster. Have to chase up on refund now and buy again.

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.

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.

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 washer and dryer online, it said it will be a few days away. After rescheduling 3 times as they were a no-show, it's now been 6 weeks and I can't get a human to help me. Their bot puts you in circles and each customer service person tells you to ring another number and it's not their department.

I am currently on call waiting for a little over 2 hours trying to find my order that just says "waiting to be picked up".

Last time I will ever go near this company.

Reading other reviews I can see service here leaves a lot to be desired. In researching a large purchase I have visited both Auburn and Castle Hill stores twice each in the last two weeks, wandered around for almost 20 minutes and each time and was never even remotely attended to. Bing Lee got my sale

More like The $#*! Guys!
Worst customer service Ever!
They dodge calls, say they will call you back but never do. They still have not resolved my issue. Bought a brand new fridge and it was faulty, we didn't hear from them. Called several times and emailed. They continue to pass the buck and do not care about their customers. Happy to take your money through and blame the fridge company.
Avoid the Good Guys, 0 stars and 100 thumbs down.
Still waiting,
Jordan and Steph

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.

Bought a fridge and washing machine together. I was dubious about the seller (guy name Angelo) when he said they'd be delivered next day. Lo and behold, they were delivered as promised. Got a good price as well.

I have shopped at The Good Guys Pakenham several times for items large and small over the past five years. Each time I have received excellent service and been very happy with the products I purchased. During my most recent experience with them I was assisted by Kyle. He was knowledgeable and helpful while I chose which item would best meet my needs. My thanks to Kyle and all the team at the Pakenham store, they all do great work.

Looking for a new television for my daughters room. Knew exactly what I wanted. Spoke to Emmanuel at Gepps Cross store who was very efficient, friendly and answered questions I asked. Great customer service from Emmanuel! Can we give this man a raise please!

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.

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.