The Good Guys Reviews 

One star. Appalling after-sales service.

I purchased a Haier washing machine from The Good Guys on 12 October 2026. Within approximately two weeks, it stopped draining and became unusable.

I reported the problem on 30 October and followed their instructions, including submitting the online fault form for large appliances. After accidentally submitting a Gold Service Extras form, I received a response explaining that I wasn’t a member. I corrected this and explained that I had already submitted the appropriate claim.

As of 3 November, I still have no confirmed technician appointment, repair or replacement. Nobody has confirmed that my actual fault claim is even being handled.

And here’s the ridiculous part: today The Good Guys managed to email me asking for a product review, while I am still sitting here with a washing machine I cannot use.

I paid $567 for a working appliance, not an endless runaround between forms and departments. A customer should not need an additional paid membership to have their basic consumer rights respected.

Extremely disappointing. Based on this experience, I would not recommend buying a major appliance from The Good Guys.

Forget ordering purchasing anything online with the Good Guys. One part of the order was delivered to a ‘service hub’ so it was up to me to arrange the pick up from there. The rest of the order is still missing and all I received is the “we thank you for your patience and we’ll let you know as soon as as the item is available’ email,
This is despite receiving a confirmation text confirming the delivery date of the item. Now it’s on back order somewhere.
Called them and was placed on hold by the call agent then cut off.
Called back and all they can advise is ‘well send a text when the rest of the order is ready’

Purchase through another retailer - this business does not deserve your money.

Absolutely awful! Avoid LG and The Good Guys, a nightmare to deal with and do yourself a favor never by an EX-display television, our fault only got 20% off! to find 4 months down the track we have a faulty display on the screen with sharp geometric blocks on the screen. Good Guys lodged a repair with LG which we declined as we only bought tv 4 months ago. LG have refused to refund or replace Tv and The Good Guys are not putting up a fight for us. Anyway lesson learned!

Shockingly bad! Bought a range hood online and paid $270 for installation. It was delivered in a few days but after three weeks waiting for installation, multiple broken arrangements and surprise extra charges we requested a refund of the $270. Was told it will take 10 days, but I'm not holding my breath. Now I'm back where I started. These guys are anything but good. It was a big mistake to buy from them. Subcontractors QuickInstalz are equally bad. AVOID AVOID AVOID

Don't do this to yourself. Fridge was meant to be delivered in the morning. No message or call but delivery time kept changing until it was rescheduled until tomorrow. It is a fridge and paying extra for the removable service requires you to defrost it before they will take it. Now stuck without a fridge until who knows when

Not good at all. Stock availability is not true and delivery days should options is also not true and you are left hanging as to when or if you get anything.

The guy came the other day (Derek) to put the thermostat in friendly respectable was happy with the work.
Today Katrina came to clean our fireplace again she was friendly and doing her job well

Bought cooktop payed for delivery and installation, it didn't work, good guys were informed, nothing being done for 3 weeks .
Do they deliberately sell broken products as new????

Extremely disappointing quality and customer service. I would not recommend Haier or The Good Guys.
I purchased a Haier 8kg condenser dryer for $904, expecting a household appliance to last a reasonable amount of time. Unfortunately, the dryer performed poorly from day one, regularly leaving clothes damp and requiring repeated cycles to get them dry.
Less than six years later, the dryer has developed a fault that has been deemed uneconomical to repair. The technician has quoted approximately $650 for the replacement sensor alone, on top of the service and labour costs. How can it possibly be reasonable for a dryer of this age to require such an expensive repair, particularly when it has never performed properly in the first place?
What has been just as disappointing is the response from The Good Guys. After being a loyal customer for around 20 years, I expected better support when raising a genuine concern about the quality and longevity of a product they sold me. Instead, I felt I was simply being passed off to Haier rather than having The Good Guys take ownership of the issue and work towards a fair resolution.
The overall customer service experience has left me feeling completely let down. An appliance should not be considered disposable after less than six years.
My advice to potential buyers: think very carefully before purchasing a Haier dryer. I certainly would not buy another Haier product, and after this experience, The Good Guys have also lost me as a customer.
It's not just about a faulty appliance. It's about the quality of the product, the cost of putting it right, and the complete lack of care when a customer needs support. Very disappointing from both brands.

I have never felt the need to publicly complain about a product before in my life, but this experience has left such a sour taste in my mouth that I feel compelled to speak up and warn other consumers. I have always believed that if a company sells a product, it should stand behind it when things go wrong. Unfortunately, my experience with both Haier and The Good Guys has been incredibly disappointing, and I will certainly think twice before purchasing from either of them again.

DON’T ORDER PRIORITY DELIVERY SCAM. Paid $11 extra for priority shipping because it said scales would arrive ‘by October 16th’ (important date) compared to normal shipping of ‘by October 18th’. It’s October 19th and still nothing - got a text they’ve just begun ‘shipping it’… I want my money back. You can’t even call their phone number for refund.

Well last week I go in sales girl was great in Toowoomba up front and honest buy a microwave none in stock but a fridge one here ok paid for the lot ask to deliver fridge on Friday Thursday say your coming Friday not a problem then for some reason fridge not in stock now have to get out Friday from Brisbane warehouse can’t deliver now till Saturday ok while your down there pick up my microwave then yeah ok truck turns up today spose to ring before they come no call no microwave won’t even put fridge in it’s spot after stuffing us around nearly dropped it trying to be a hero and lift it off truck by himself instead of using the tail gate unloader very disappointing

Do not buy goods from here and have them installed. We had a new washing machine delivered and installed by the good guys in taylors lakes. They have photos, videos and the full story of their installers not installing properly and flooding our hallway. The installers came back later in the day and fixed it. It was not our fault or our plumbing that was the issue. The laminate flooring has buckled and bubbled. They continue to request more information from us. We sent quotes. They said they're willing and able to help but have now ignored my emails for a week and will not cover the costs of the floor repair.

I still cannot believe the audacity of the good guys to deliver install incorrectly a washing machine, flooding our house and not repairing the damage. Consumer affairs have done nothing. And we will have to fork out $4k to fix our floors

I ordered online and even though I knew the order was not going to be delivered for 21 days, I was happy with that as I was having my bathroom renovated and this timeline fitted perfectly. Well that date came and went with an email to say there had been a hold up with delivery and they would get back to me with an update on the delivery date. Two weeks later and a phone call to the online ordering team and no outcome they could explain I was frustrated but still thinking they would come through with a better explanation via and updated email. The email came seven days later and it was as generic as the first one. Went to Appliances online who not only did they have the product in stock, could deliver the next day and it was cheaper!!! Never again Good guys never again... you are on my blacklist.
The poor team manning the phones must get soooo frustrated with your poor systems and having to remain calm.
Whilst they were lovely, your systems are not.

They have poorr costumer service. My order online came in 3weeks after then when i received the item the box is Broken and not sealed!!😡 not to order anymore!

We into The Good Guys Mackay to ordered an Apple Mini back in June. They told us at the time that it would have to be ordered. In August, I rang the store and was told that the saleman would give me a call back. No call was received. I went into the store to find what was going on. The person I spoke to then informed me that Apple no longer make the model that we had ordered and there was none left in Australia. I informed him that we either get what we ordered or the upgraded model at the same price.....suddenly, he found one in another store and informed me that he had placed a store transfer. I never heard from him again. My wife then rang several times only to be told they would call back.....no call. We went into the store and were again told that we would receive a call to inform us when it was coming.....no call. It then appeared that the store transfer was not happening and they informed us that we were getting an upgraded model. After multiple visits to the store and being told seven times that we would get a call back we finally went back to the store Yesterday (3rd October) and stood our ground. The salesman then went out the back and came back with a model with less memory. I told him we would not accept that and he needed to get the manager out. Rather than the manager coming out, the saleman went back to the storeroom and after 15 minutes came out with the model that we had ordered....found it! The manager never once came out and apologised. We informed the salesman that as a result we will never buy anything from them again. Customer service major fail.

Dishonest and disorganised.
They were happy to take our money for a new oven, that they didn't even have in stock. Delivery was rescheduled three times. I paid the additional $500 for removal of my old oven and install of the new one, however installation is undertaken by a third party contractor who would not answer their calls to book. After pressing, they contacted a different contractor who offered an install date a month after the initial scheduled delivery date.
The first time I was given a date and time, no one showed up and I received a text saying delivery failed because no one was home - when I specifically took a leave day to be here. Phoned the company and was told it wasn't even sent out for delivery.
The second time it was scheduled, the delivery time was delayed twice until I phoned to ask and was informed again that the product was not out for delivery and in fact wasn't even in stock.
Third time was indeed the charm, with the oven delivered on the day scheduled - almost a month after I paid for it. Looking at the sticker on it, it was from a store 150km away - which is how it goes, but communication would have gone a long way to managing our expectations and frustrations. It has finally been installed by the third party plumber, 2 weeks after delivery.
I will never purchase from here again - I understand delays and supply issues happen but their communication is non-existent and their customer service team don't give a damn.

UPDATE***
BEWARE OF THE NARRE WARREN The Good Guys store!! They have needed to be reported to Consumer Affairs today.
After experiencing weeks of headaches with the Narre Warren store (refer to details below in my original review); & since dealing with the manager Darren who for 2 weeks ignored messages to return my calls (given an incident experienced with one of their airconditiong installers), I finally had my air-conditioner installed today (by one of their installers) only to find out that it has a major missing part- no refrigerant in it and a potential leak! After spending nearly $2000, I have been left with a 100% faulty unit!! I’ve contacted the store and rather than switch it over and prevent me going through further time wasting frustration and headaches, this store had the nerve to tell me that they’re going to go and sort it out with Fujitsu and put me through more headaches when they have the capacity to immediately switch it over. The Good Guys has a responsibility to provide me with a fully functioning unit that I’ve paid for and now they’re going to be reported to Consumer Affairs. You cannot trust this store. They don’t care about their customers & they don’t care about consumer law.

My review is in relation to the good guys Fountain Gate (Narre Warren). I’ve had nothing but headaches since purchasing an air-conditioner through this store. Staff didn’t initially order my product properly (at all) & multiple messages left for the manager who hasn’t returned my calls in over a week despite leaving these multiple messages requesting a call back. Another staff member didn’t reschedule my installation as requested so multiple occasions that details are not being entered in their system properly by their staff members. Also, another staff member was meant to reschedule my installation appointment and didn’t do that either multiple times that things are not recorded properly in their system I experienced an incident in relation to one of their installers and they still haven’t even bothered to follow up with me as I’d asked them to (care is absent from this store)! I’ve commenced a formal complaints process and they haven’t even responded to this either. They’ve had my money for over a month and I still cannot even get a call back. Next step is reporting them to consumer affairs.

Absolutely terrible experience. Ordered online and it had stock which was supposed to be delivered within a week. I had bought a Nintendo for my daughters birthday. I get an email after it was supposed to be delivered that they had supply issues and it would be another week. This continued for another 4 weeks so my daughter didn't get her birthday present. I contacted support who said they would 'escalate' it to priority. 2 more weeks with nothing happening. During this time their website still said stores had stock and I could click and collect one the same day. It wasn't until I threatened going to the ombudsman that it magically got sent the next day. Terrible! I would never use them again, and would warn anybody against using them.

Avoid LG & The Good Guys – Terrible Product & Zero Warranty Support

I purchased an LG Fridge/Freezer from The Good Guys, and it has been a nightmare from start to finish. The freezer constantly icing over and ruining frozen goods.

LG sent out a service technician who admitted he didn't know why it was happening, yet LG officially claimed "nothing is wrong" and refused to fix, replace, or refund the unit. When I escalated the issue to The Good Guys while the unit was strictly under warranty, their solution was to tell me to sell the faulty fridge myself and buy a new one from them at a discount.

Neither company honored basic consumer warranty obligations. I was continuously passed back and forth until the warranty period expired. Buyer beware: if something goes wrong, neither LG nor The Good Guys will stand behind the products they sell.😡😡😡

⚠️ I would NOT recommend buying products from The Good Guys, and especially NOT Gold Service Extras (GSE).

I bought GSE partly because of its advertised “120% Price Guarantee.” My experience trying to use it was one barrier after another.

First, I found a substantial saving through The Good Guys’ own 20% Digital Wallet promotion. My claim was rejected because it was considered a “new customer” offer.

I then found another substantial saving through a 20% weekend promotion from Retravision, an approved competitor and an offer open to everyone.

This was a substantial claim, but the required online Price Guarantee system could not recognise the lower price — even though The Good Guys’ Price Beat system could recognise the exact same Retravision price on the same day.

And the advertised 120% Price Guarantee only applies to a very limited list of approved competitors, not just any retailer offering a lower price.

Later, I found a much smaller price reduction at Appliances Online (AO). This time, the Price Guarantee system recognised AO — in fact, AO was the only competitor available to select, showing that the system already knew AO had the lower price.

But I still could not submit the claim.

The form required a URL even though the field was not marked with an asterisk as mandatory. Without it, the claim could not be submitted, yet the URL was too long to successfully enter.

So even when their own system recognised the lower-priced competitor, I was still blocked from submitting the claim.

The online form could not be submitted, and the system asked me to go to the online chat for help.

The chat was absolutely useless. It was a BOT, not a real person.

I repeatedly asked for a real human because the online claim form was the problem. The bot simply kept sending me back to the same online claim process.

Only after the online process failed and the chat could not connect me with a real person did I finally call The Good Guys.

I was told that the Retravision promotion could be considered and was asked to email evidence for them to review. I did exactly that. The claim was then rejected because it was a promotional offer.

I disputed the decision by email and received no response. I called again, waited a long time while they apparently consulted a supervisor, and was ultimately told the claim would not be accepted and, in substance, that I could complain if I wanted.

So: two substantial claims blocked, and even a much smaller claim that their system recognised could not be submitted.

There is also another issue with price matching. When my product was price matched against AO, AO offered free delivery and installation. The Good Guys retained its own delivery/installation charge and reduced the product price instead, which can reduce the apparent price difference available for a later Price Guarantee claim.

Consumers should also know that on 9 September 2025, the Federal Court ordered The Good Guys to pay $13.5 million in penalties following ACCC proceedings concerning misleading Store Credit and StoreCash promotions. The case involved 116 promotions and approximately 21,500 eligible consumers.

That case concerned Store Credit/StoreCash, not the Price Guarantee. But given my experience, I think consumers should know this history.

My advice:

❌ Think twice before buying products from The Good Guys.

❌ Especially do NOT buy GSE just for the “120% Price Guarantee.”

The headline says 120%.

My experience was barrier after barrier when I actually tried to claim it.