The Good Guys

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.

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.

Did not respond to multiple emails or the claim submitted online. Product purchased 2017, stopped working 1 month outside of warranty ($370 product and with 3 yr extended warranty) and the only thing they can say is they'd offer a discount on a new product (which they do anyway to get you to shop there). Terrible, under consumer law I do not think this is 'reasonable'.

The good guys wanted to open a online selling.to save on worker wages, and maybe to make it easier on the stores.
But they are not ready for it.
They don't know how to work online... i bough and pay for delivery, was supposed to come the day after.
Now we are a week after... no one over there know where it is, or when it will come.
I spend and still spending my time on the phone. 7 hours yesterday, 2 hours today and counting.
Would have taken me 20 min drive to the store and buy it direct.
Basically what I'm saying... they can't handle deliveries, just go and buy... will save you money and hour on the phone...

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?

Purchased a 70 tv which when turned on had no picture, only sound. Called good guys who were too busy to speak to me and said they would call me back. They didn't. I called again the next day and finally spoke to Raj (sales person) who logged a claim with the manufacturer. One week later I still have tv. I have called 6 times, emailed photos and serial numbers and still the RV has not been replaced. I called again today as Hisense informed me they have declared it dead stock and good guys will replace. I called good guys and told them to follow up and guess what they never did. I had a call this afternoon from GG asking me if I had a problem with my TV. Seriously, these people are hopeless. I still have tv or refund.

I purchased two TVs and advised the store that delivery must be made not the next day but two days later.This was agreed by the store.
The delivery of one TV was delayed and when I called to ask why there was a delay, the store manager, Katrina was rude, hung up the line and when I called back, said nothing could be done about ensuring delivery was made on the agreed date. Instead of apologizing she was rude and yelling over the phone.
Terrible service and this store could not care less about their customers. Be careful when you do business with them and avoid this store if you can.

My misguided husband bought an expensive smart tv off this shower - two weeks later after we advised them the same day as delivery that it wasnt working, still waiting on a call to confirm when tehy are going to take the crap away and give us a refund - never use them if you are sensible.

Soon as you pay and organize delivery it goes to an out sourced company. They are hopeless.
I bought 3 things. Told 2-4 days delivery. They came on the wrong day. Forgot 3rd thing. It has been over a week waiting. I paid for delivery and fitting. Everything was place on floor on Friday afternoon. Needed tools to fit the stuff. Complete joke and still is unfolding. Very dissatisfied, If fridge isn't here tomorrow I intend to cancel this part of the order and go else where.

I purchased a Weber bbq on TGG online store. After waiting for it to come in stock I was sent a message that delivery would be Sunday 11 December. After waiting at home all day (like so many other things I could have been doing) no delivery. No message. Following up today meant over 2 hours waiting on the phone in various calls. Disconnected twice. Every staff member couldn't care less. Eventually I cancelled the order with a store manger, who also couldn't care less.
My advice? Buy what's we you need from Harvey Norman. I will NEVER. Shop from TGG again

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

My review is about the customer service which is terrible. We bought this fridge which was not on floor, was told another one was quite similar, when received noticed it was a lot smaller than our needs, tried to swap for a bigger one but they suggested me to sell on FB markeplace or Gumtree! They could not accept it back because the delivery guy took the package and if back they would take 20% off the price! And they still call them 'The Good Guys"?

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.

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.

What appalling customer service, or lack of should I say! Been trying to contact someone for days to no avail, you sit on hold for over 45 mins with no answer. They allow you to order online, pay with extra for delivery, then leave the status of your order " to be picked" at your local store! What a joke, already contacted ACCC!

After being offered a next day delivery we was informed the next day wouldn't be coming so when calling Malaga store to explain on 3 occasions though our the day saying they would let us know in a hour we heard nothing back then was informed the following morning we would receive our delivery between 730,and 10 am because of work we said we would leave open a gate please leave it at the front door we are on a 7 acre property so it would be unseen from the Rd but they refused to leave it causing yet more hours lost at work so just remember that other suppliers in future will be getting my business ride ingnorant company

Good guys is really a ridiculous company，2 months earlier, I placed an online order of a fridge and a microwave on good guys web. Weeks later they sent me a vacuum labeled with my name, phone number, and address. I immediately sent an inquiry to them and also called their customer service regarding this. But they told me that my case should be sent to an online service and then no one reply. I waited for two months but no one contacts me. So I opened it and used the vacuum twice. Two months later which is today, just now, they called back to me and asked me to pay for the vacuum because I used the item that did not belong to me. That was ridiculous. If you received an item that was your name and information, how could you say that was not yours. What if it was a gift from my friend but just without the telling? I apologize for using it, but to be honest. This is really ridiculous. Your mistake, and in the end, I pay off for your fault? And this is how they operate business?

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

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!

These guys were really fantastic. I ordered a multi stick blender probably over 6 months ago.
I love it I use it almost every day it's fantastic product but what I loved the most was the good guys called me to make sure they could deliver strait to me. They actually came into my place of work and hand delivered it! I was sooo pleased with their customer service. Thank you TheGoodGuys I will order from you again for sure!

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.

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.

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.