The Good Guys Reviews 

Ordered a stovetop online on 11 June and the money was debited out of my account. After a couple of emails chasing up paid delivery, I finally got an SMS message on 23 June (with the wrong order number) that said the item was on back order 1-3 weeks - subject to change. You can't respond to the message and no email follow up has been received. Bad customer service which could have been avoided with communication. They also don't issue an invoice until the item is despatched yet they've debited my account. I finally received an email 24 June to say the item will take another 2-3 weeks, subject to change. I've now sent an email requesting a full refund.

Bad customer service, Their AI chat is rubbish.

HORRIBLE customer service for online orders. You're pretty much on your own if something goes wrong. I had a washing machine delivered and installed. It started leaking water everywhere about 10 minutes into the first wash, and there's NO customer service for online orders. A total joke. DO NOT USE THEM.

Purchased a oven from the Rockingham branch and the door exploded, went to rockingham branch of the good guys and they re printed the invoice, told me they will replace the oven door. The Good guys rockingham branch submitted the original documents and my photos of the exploded door to claim development, 3 weeks without a oven. My e mail to the claim office has my phone number and email address in as well as the photos of the door exploded. I received a e mail from the claim department stating that the supplier was slow to respond.
Next reply i received was, they can't find my invoice that was sent from the Rockingham branch. I have to re submit the invoice again. Have phoned the number provided by the claim department but it goes under answered
Really great service and warranty service and back up service from The Good guys. Im really not happy.. wife is about to start divorce proceedings about this issue, and the Good guys see this as a joke

Ordered a vacuum online, then didn’t hear from them for over 2 weeks. I reached out, and was assured they would put in an urgent request for delivery asap. Almost another week went by and still didn’t hear anything, so contacted customer service again. Was transferred 3 times only to be told it was discontinued. If I hadn’t kept reaching out I would still be waiting for a vacuum that wasn’t coming!! Horrible customer service, do not use the good guys!!!

DO NOT BUY ANYTHING FROM THE GOOD GUYS!!! THIS IS THE WORST STORE IN AUSTRALIA!!! I purchased a TV online from The Good Guys on 10 June and booked delivery for Sunday 14 June. I stayed home the entire day waiting for the delivery, but the TV never arrived. I received no text message, no phone call, and no explanation. I then spent the next few days trying to get an answer by email, but did not receive a proper response. When I finally called, I was told that the TV I had paid for WAS NOT ACTUALLY IN STOCK! ARE YOU LEGALLY ALLOWED TO SELL SOMETHING THAT YOU DON'T HAVE?? This was very frustrating. I paid for the product, selected a delivery date, waited several days, and stayed home for the booked delivery, only to find out AFTER CHASING IT MYSELF that the item was unavailable. Had I been told earlier, I could have bought a TV somewhere else. The lack of communication and the failed delivery were very disappointing. I expected better service from a major retailer. I am now waiting for The Good Guys to properly resolve the issue.

I wanted a dishwasher, couldn't purchase in store, had to purchase online. Did that, paid for it. January 6th,, today is June 11 no dishwasher, no answers, and they still had my money this morning. The only thing I got today was refund and a headache. This how this Company treats customers. This and all other complaints are a reflection of the C E Os, and there distain for the customers that purchase the products they sell.

One star is too good for my experience today. I had issues with the delivery drivers. I bought a new fridge for my mum with delivery and old product removal. Upon arriving the drivers measured the box and measured the doorway and the kitchen space of the old fridge and said it won't fit. My mum said can you move it in on the side and again he said it won't fit. When they said this, my mum called me and I came over. I asked them the solution to the problem and they said they can just leave it outside. No other solution they hadn't even physically tried manoeuvring the box. So they removed it from the truck and without physically trying they left it on her porch. I measured and it would fit so I ran after the truck and got them back. He came to the door tilted it again. Without manoeuvring and it did get stuck and he said 'see am I lying?'. I let it go because I couldn't get through to him he needed to try. He went back to the truck and as he pulled away I changed the fridge to the side and it slid in perfectly. I filmed myself doing it too to prove the driver was lazy, incompetent and showed no problem solving skills in the face of a challenge. Most of his job would be to move bulky items in and out of houses. He managed to take the old fridge which by the way was wider by a couple of centimetres than the fridge we bought. On top of that, there was impending rain and instead of 2 grown men with a trolley and delivery experience, it was my 75 year old mum and I that barely managed to move it into the space. We also had to remove the box. I did get a refund but knowing I might get the same delivery drivers next time I want something delivered (I will need a new washing machine by the end of the year) I will not use good guys again.

Ordered a fridge online with delivery and removal of the old fridge.
There is never an opportunity to specify that fridge needs to go up a staircase.
Van arrives. "Sorry, only two guys, we can't go up the staircase. We will come back with three guys and it will be fine".
Get a text message to 'stay tuned for a call'.
No call ever arrives.
SMS a week later with a new delivery slot.
Three guys now arrive. "Sorry, the staircase is deemed 'unsafe'". It isn't. Old fridge went up that way.
Get another text message saying to 'stay tuned for a call'.

No call ever.

Shambles

Note, this review has been shared with the ACCC for breaches of consumer law, specifically Bait Advertising.



TGG advertised heavily discounted and provided a huge price beat deal on their Hisense TV Q series range. To finalise the order, I purchased TGG gift cards to benefit from the discounted rate. The online order was accepted.



A week later having not heard of any shipping update, I reached out to TGG who then confirm that the model was discontinued and there was no stock anywhere in Australia. They proceeded to upsell me with another model for more money. Once I declined and cancelled the order, the refund was confirmed can only go back in the form of gift cards.



If you've been following along, this effectively locks me into TGG catalogue with no way out but to purchase a TV in stock at their price point. I also called back later to their sales team and enquired about another TV on clearance (TCL) listed online for order and was also told that stock for this model had also run out.

the sale was well presented and taken care of the delivery was pathetic the after sales and contact was even worse i have tried to contact Chatswood office with failed attempts to inform them that they need to seriously look at their delivery team i personally cancelled my order from the good guys due to miss information & pathetic information from follow up your office could not give me any valuable explanation to a failed delivery and a new company delivered the exact product with no problems and i have tried to contact both the sales team on line direct and the Chatswood team without success i would have to say this is the worst treatment and pathetic approach by any company i have ever dealt with you have my email address looking forward to a response one that was never expressed or offered to me and your phone system for assistance is worse than the federal Goverments for direction or help i will be advising as many people as i can as to the pathetic way i was treated Henry Muir

Avoid like the plague. Horrible experience, rude workers, overpriced garbage

Spent 17 minutes on the phone to have a receipt emailed to me that hadn't carried over to my account. They Couldn't figure it out! Went online and left two messages. Still didn't happen. All up spent over an hour and still have ne receipt. It begs belief.

Tried to locate a product advertised online from "any" Good Guys store within Australia. Also dealt with Customer Online Chat. The item advertised was not available in any store in Australia. Is this false advertising? Tried to contact someone in The Good Guys Company to no avail. Hence, my Trustpilot review.

Very poor experience.
I purchased an item based on a confirmed same-day delivery, but it was not delivered as promised and I received no prior update. I had to chase multiple teams (chat, store, and customer service), and no one took responsibility for the issue.
The most disappointing part was speaking with a representative named Abdul from the sales/service hub. He was dismissive and unprofessional, simply telling me to “call tomorrow” because the staff member who processed the order wasn’t working. There was no attempt to help or resolve the situation.
Misleading delivery commitments and lack of accountability across teams. Very frustrating experience.

I bought a 32" Odyssey G51F 180Hz QHD Gaming monitor for $449. After four months, the screen won't turn on, so we returned it to Good Guys. They inspected and found that what we said was true, and they in turn, took our details, our goods, put in a report, and said someone would contact you within two weeks. In the meantime, we are without a monitor.

Today, two weeks later, I checked the status of our repair. I was MORTIFIED to see that it was still sitting at the store waiting on dispatch for repair.

Are you kidding me??????

Are you kidding me?????

I will NEVER purchase anything from The Good Guya again! Pissed off to say the least!

I ordered a 85inch tv with the good guys. On the day of my delivery i took the day of work so that i would be home for the delivery. I contacted the good guys to follow up when i would receive my delivery and was assured that they would follow up. By 3pm i had to follow up yet again and the online sales agent said that the store did not have my order in stock and did not advise anyone. I did not receive any communication what so ever about this. So i spent the day sitting around waiting for my tv with no contact. I was then advised that they would try and get another store to fill the order and if they have stock they will send me an SMS so i can schedule delivery. I do not even know if this store has stock, the sales agent could not give me a timeframe of when i would be advised if the store has stock. So now i have no TV and no idea if i will even receive my TV. DO NOT PURCHASE FROM THE GOOD GUYS

I ordered and stayed home for the Friday it would be delivered. I didn’t hear anything the day of delivery so at 2pm I contacted them and was advised the item was an end of the line item so they are having stock issues. Told me earliest it can be delivered is Monday, but then told me they couldn’t confirm stock for 2 business days so WOULDNT be delivered Monday. Absolute f around and so disappointed no one contacted me to tell me there was a stock issue when I ordered.

DO NOT EVER ORDER ONLINE UNLESS ITS FOR A IN STOCK ITEM AT A STORE

Ordered 9 days ago and nothing has happened. You can't call anyone. online chat only, and they refused to respond to me as they said order isn't in my name despite me being literally logged into my account on their website and showing them the order along with my account details. So i am $1000 out an can't talk to anyone. Have logged the chat and am going for a chargeback at the bank.

The good guys Traralgon, Horrible Customer Service & Complete Dishonesty!

I am extremely frustrated with the service at this store. I purchased an Ecovacs robot vacuum and paid extra for their Gold Service. The product kept throwing errors, so I sent it for repair. After waiting 5 WEEKS, I brought it home, and it immediately gave the exact same error.

When I brought it back, the Store Manager (Natalie) refused to help, stating she "couldn't do anything" and told me to contact Ecovacs myself—completely ignoring Australian Consumer Law (ACL) regarding a Major Failure, and completely disregarding the Gold Service I paid for.

To make matters worse, she was caught in a blatant lie. When I mentioned that another staff member had previously confirmed I was entitled to a refund, the Store Manager literally lied to my face, saying, "I know someone told you that, but they don't work here anymore." Meanwhile, the exact employee she was talking about was standing right there behind her, still working!

Unprofessional, dishonest management, and a complete waste of money on their useless "Gold Service." Avoid this store at all costs. I will be escalating this directly to Consumer Affairs Victoria.