The Good Guys

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.

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

I bought a washer dryer where they were very quick to take my money
3 days later - email saying no stock and don't know when it would come in
I called to cancel - 30 minutes and no human
Cancelled on line
Still waiting for an email confirming cancelation
Who knows when i might get my money back
Finger crossed - never again

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.

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)

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.

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.

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

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!

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!

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.

Please do not Waste your time or Money as you will be Sorry no one cares nor will they take the the time to call you back after 3weeks of going through the same issue with not being able to watch the TV but they take your money The Good Guys are best SCAMMERS GOING THE MANAGER OF THIS PLACE SHOULD BE HAPPY WITH ALL THE MONEY HE GETS FROM NOT KEEPING CUSTOMERS HAPPY

We purchased a tv from good guys and the brand new tv was bent. Next day we have contact with them to exchange it and tried many times. Couldn't make it. Never buy anything from there. Bad guys.

Alesha from Good Guys Cairns is an exceptional sales person. I highly recommend Alesha and the company is lucky to have her as a employee. Alesha deserves a payrise or bonus. Well done Alesha!

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

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 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,

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.

Terrible customer service they never answer the phone. I would never buy a thing from this company again

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.

Quick business, happy to help with all my requests. Always, pleasant time with this store. Thanks, John. Keep up the great work.

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.

Delivery came to wrong address didn't call returned.tryed to call store no reply had to visit store what a joke.