Goodguys Reviews 375

Received Friendly Customer Service purchasing a new TV however was not informed of the requirements to be registered for Digital Wallet prior to purchase to receive Store Credit via promotion. Contacted Customer Support the following day to be informed there is nothing they can do to make this right and they are unable to provide the store credit.

Ordered Airfryer on line, received ready for collection email, etc but when I arrived to collect, I was told the only one was display, without box! That mattered as I wanted this as a gift. Apparently there were none at any other stores in my state.
I received a slightly cheaper price, but the point was missed. Apparently all notifications are sent automatically by computer. I think they need to revise the system so that goods are physically taken to a click and collect place when ordered. Plenty of stores do this successfully. I will not even try to buy online at this store again.

Please change the name to BadGuys instead of GoodGuys
Took my store cash amount and order has been cancelled, I am trying from last 3 days still none of staff solving my problem, keep on disconnecting chat, useless team

Bought TV online, monies were taken out of bank account twice for one order, local good guys store will not deal with anything to do with online orders, cant speak in person when you phone sent straight to automated service, one day I spoke to someone and they put me through to the automated service, very frustrating, customer service too automated with no answers, lodged dispute through bank today, would not recommend good guys online click and collect,customer service is none existent

Store credit expires in 5 days!
Bought a google hub ticket $79, requested a discount was dropped to $74.50, happy and went to pay at counter. Staff said can't apply store credit on discounted price; only on ticketed price. I told her I thought the $20 store credit was like my cash but she would not accept. Eventually paid $59. Had never used it before although they send it every 3 months or so (no fixed tme). Use it or loose it.
It's a joke. Would warn people to not get caught with store credit enticing. In my case, only $4.50 but it's the principle.

Knowledge of products of sales associate Ray

These guys are absolute Muppets! Try navigating their clicky website to simply check your account information. Good luck, set aside a good half hour. The contact us page has links which go nowhere. God forbid a company of this size would have a centralised call centre. Little fish, big pond.
Try going in there and you get the typical little brat who thinks he's a big shot because he got his first job, paycheck and knows a thing or two about T.V's..... Ask him about status of a backorder or anything that requires the slightest bit of initiative and watch them get assistance and then you have 3 imbeciles that don't know what they're doing. Do yourself a favour and go to Harvey Norman, JB, anything online just not these guys. I was given a gift voucher but given the headache that this sloppy excuse for a retailer is I will just let them keep the money.
I hate you The Good Guys

This is one of the worst experiences I have ever had. Their rewards are a scam and dishonest and should not be trusted. Just go to any other retailer other that JB or GoodGuys.

The Bad Guys take your cash and then you never hear back from them. If you try calling to speak to someone about the status of your delivery you will reach a 1300 number that doesn't answer.

Avoid shopping online with them.

Was talked into buying a more expensive TV with the lure that if I spent over $800 I would be eligible for $70 store cash, making it a more attractive proposition (even though you have to go through the rigmarole of setting up a Good Guys wallet account to get it). What they don't tell you is that the Storecash expires within 10 days!!! If you bother to read the terms and conditions, you'll find a single sentence buried way down in the fine print. Dodgy!

My review is about the customer service which is terrible. We bought this fridge which was not on the 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 (friends and reviews I comment people get very surprised with this!)! They could not accept it back because the delivery guy took the package and if back they would take 20% off the price!!

No experience, just want to express my disgust in The Dodgy Guys installing facial recognition software in their stores. I know they're not the only ones but they have refused to comment in the face of an investigation with the Office of Australian Information Commission and continue to use the software unbeknownst to most customers. I will never shop at their stores or online ever again and I encourage everyone to do the same.

Worst "customer service" nightmare I have ever experienced.

No responses to web forms, unable to reach a human being on either of their 1300 numbers, no email replies, in store were unable to help, the chatbot is not very bright, I tried replying to an SMS in sheer desperation.

I loved the Good Guys based on past store experiences, but online has been truly awful. I am about to try raising a dispute via my bank.

Terrible communication between online and regionals stores.

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!!!

Been waiting over an hour on the line to speak with costumer services regarding my online order and yet no one picked up. This is absolutely ridiculous! Worst costumer service ever!

The Cockburn Staff are the only reason I would ever go back and buy from GOOD GUYS. and I would only buy from them.
I ordered chest freezer on line and I received an email saying it would be delivered. NO DELIVERY!!
I went online , no order could be found! I rung the 1300 number and after 47mins on hold, chose the callback option.., 24hrs later STILL NO CALL BACK. I contacted Cockburn store during this time and they contacted IT Dept in Vic who could not find my order and said I would have to wait until they went in the back way to find the order as there was a glitch. They told the Cockburn store someone would call me today. I received a text message from them saying Thankyou for calling the Cockburn Store, Your order has been reviewed and will be released shortly. 24hrs later and only the text NO CALL FROM IT LIKE THEY SAID! I went into the Cockburn Store today where a staff member and the Manager rung IT while I was there to see how this could be sorted as I had a confirmation email and bank statement showing proof of purchase. They asked if I could have the transaction transferred as a gift voucher or possible options so I could receive the item I PAID for while IT SORTED THEIR ERROR OUT. IT DEPT DID NOT OFFER ANYTHING TO ASSIST. Then even though I received a text message at 4.56pm W.A. Time saying it would be released shortly, IT Department tried to fob me off again by saying They couldn't do anything as they had done a reversal and place the money back to my account.... They couldn't find my order at all, but somehow they could reverse the funds even though the item would be released shortly. JUST ONE BIG LIE THAT WAS PROVEN, when after saying they could see the funds had been reversed the couldn't send confirmation of it when Cockburn Store emailed them requesting Proof of Reversal. The IT Dept is Worth NO STARS due to their non existence customer service and goodwill, as well as their continuous in lies to cover up a new system they have set up. Not Once have they attempted to contact me out of courtesy, returned my calls or replied to my emails. Their customer Service is totally SHAMEFUL. Funny how they can take my money so easy but can't find their own paperwork. They let the workers cop the complaints while they hide behind their phones and keyboards. Please be aware NOT to BLAME the staff on the floor for others incompetence at doing their job and the lack of consideration they show to their customers. The floor staff I dealt with were Brilliant and they shouldn't have to put in the extra effort to fix others who appear to be lazy and completely uselss. I have now PAID TWICE as I bought a freezer instore at Cockburn which will be delivered tomorrow BUT GOOD GUYS ONLINE STORE WHO TOOK MY MONEY AND GAVE NE NOTHING, OWE ME $424.00 WHICH I WILL MAKE SURE I GET BACK WITH THE HELP OF THE COCKBURN STORE WHO ACTUALLY KNOW THE MEANING OF PROVIDING GOOD CUSTOMER SERVICE .
ALONG WITH BEING FURIOUS AND TOTALLY DISGUSTED WITH THE WAY THIS HAS BEEN HANDLED BY Good Guys in Vic, I DEFINATELY WONT RECOMMEND GOOD GUYS TO ANYONE AND WILL BE LETTING OTHERS KNOW OF MY EXPERIENCE.
THE ONLY THING GOOD AT GOOD GUYS IS THE COCKBURN STORE! 100%

Pre ordered the new iPhone one week before release and received no payment confirmation or any email for that matter. Called up the Kotara store (where I chose to click and collect it from) to see why and a lady called Lauren spoke to me rudely and told me it’s completely normal to receive no payment confirmation as it hasn’t been designated to the store yet. I waited till the day before release and thought I better get a second opinion and spent an hour on hold to be told there was a technical issue with my order and it will need to be refunded. This can take 3-5 days, worst part is I purchased it with a voucher that I purchased through a rewards app so now I can’t purchase it from a decent company and just wait for the refund or else I’ll be stuck with a $1900 non refundable good guys voucher!
All the lady had to do was search up my order number to begin with and she would have seen the issue and I could have had my refund by the end of the week when the phone was released, now I have to wait a week longer than anyone else and then probably a week on top by the time they order the phone in as they only have what people pre ordered!
On top of that if you want any help expect to be on hold for an hour before you can even get through to the online support team and same goes for the online chat and the second you don’t reply to the online chat in 10 seconds they close it!

Wanting to take advantage of the $1000 VIC government rebate to install a split system air conditioner I got a quote. The quote was over $5600. $2000 for the unit and $3600 for installation which included an upgrade of my switchboard. My son is an electrician and told me this was totally unnecessary. I complained to Good guys of what I considered to be price gouging and they didn’t even bother to respond. I have also made a formal complaint to solar Victoria. Going through a different supplier, I am going to get my split system for $2200 installed and then with a $1000 rebate just $1200 out of pocket. You used to be good guys years ago but not anymore.

We bought a gas upright stove The oven is faulty and isn’t working After four weeks and dozen phone calls we are still waiting for it to be fixed or replaced Once you you buy something and pay for it they don’t want to know you