The Good Guys Bewertungen 

Awful company will not use again. Took the day off for delivery of large items from multiple suppliers, was assigned a 3pm-5pm delivery window on a Friday. Good Guys Driver apparently had an issue accessing the property but did not make any attempt to contact me, I had other furniture deliveries on the same day by two competitors who delivered without any issue. Received an SMS saying I would be called shortly - no call. Spoke to the call centre and requested a call back from the delivery management team - no call. Sent an email, no response. Appalling service, The Good Guys took my payment in seconds but won’t even call back. Zero service and zero support.

1 out of 5 stars
I went into the Townsville store last Wednesday to buy top end Bose headphones, their system showed two in stock but they could only find one. I paid for both and they said they would get the Mackay store to send a pair up as soon as possible, it is only six hours away so I thought they would arrive by Friday or Monday at the latest.

I called on Monday and they said not here yet, I called on Tuesday and got the same answer, I called on Wednesday and still nothing. I told them to phone Mackay and arrange overnight delivery because thisis now beyonda joke, they said they would do it but they never did. When I went in on Thursday they told me Mackay never got the email, it took them eight whole days to actually pick up the phone and call the other store.

I can get parcels from Melbourne in three days yet something from six hours away has still not turned up after more than a week. If they do not have the item in store do not waste your time ordering it, there is no sense of urgency and no proper communication. I would give zero stars if I could, one is the minimum allowed. I told them again tell the Mackay store to put them in and overnight express freight bag and get them up here ,so I might get them next Monday or Tuesday, we will see.
So my advice would be if they don't have it in store and have to order it in, stand there while they call the other store to make sure the other store gets the message,
or maybe even get a carrier pigeon to deliver the message which may be more reliable than the staff sending or receiving a emails...

Do not purchase from good guys online. It is entirely unreliable and misleading. I ordered an expensive fridge, paid premium delivery service, took the day off work and no delivery was received. When I called I was given two different stories, hung up on etc. Told the delivery text and email received were both wrong and the product I ordered and paid for wasn’t even available as on back order. Then cancelled order, told it will be a week for a refund. Went in store an hour later to be told there are 29 of these fridges in the warehouse. WTF. Now to take an extra day off work to be home for a delivery tomorrow. Really bad customer service and dishonest. Avoid!!!

Bought something through their commercial option.
Was advised delivery would take up to 12 weeks, so I do some re-measuring and planning while waiting.
Find out the item will no longer fit. And I cancel my order.
Takes 4-5 days just for them to get back to me and cancel it after I initially requested it.

They say it takes 5-7 BUSINESS days to get the refund. Insanely slow, but I wait it out.
7 business days later, nothing. Not even an inkling of a refund or anything indicating it.
Call them multiple times over the week and they're never able to get in touch with the finance team. Always some kind of excuse like "they're probably at lunch" or "they're probably just really busy and can't answer".
So eventually I give up and just file a dispute with paypal myself.
Suddenly their finance team is responding and "ready to refund" me, but say I have to cancel the dispute.
I said they can just agree to refund me via the dispute.
Instead, they put bogus "Tracking" info into the dispute and make it draw out several weeks longer.

So now I wont have my refund for several weeks, assuming paypal rightfully sides with me.

the hinge on my two year old acer laptop fell apart the good guys said it was two months out of warranty no help .watch out for acer laptop hinges

Ordered a laptop on 2nd sep and they advertised that it'll be delivered next week. I received no updates, up until I contacted them online with chat support. The guys name was "Mike" and when I asked he kept ignoring my questions and started talking about refund or cancel the order, instead of accepting the fault. In the end he just left the chat. I found it very unprofessional and they taking it personally. (Mike's ego took over him and decided to run away)

Good Guys:- Higher people who can built your reputation and fix the commitments you make online.

My order's delivery has been delayed for a week without reasons. I called to the customer service 3 times and I received the same answer all the time that they will help me to push the process. However, I still have not got any message regarding the order is out-to-delivery. This is a very disappointing experience. I don't know why the order was hold up at the store for so long. Terrible service! Please be cautious when you order with the good guys.

I can only echo how dreadful the online ordering experience is. I paid extra for next day delivery and heard nothing on the delivery day until I chased them up via the painful chat (only available method - no surprise there). The product was on back order and might be shipped in a few business days. Fraudulent and misleading delivery/shipping information. NEVER AGAIN.

Haven't delivered my monitor until now. It's been almost three months. They are the bad guys, not good guys. Support guys are rude and useless, no help whatsoever.

Good service; bad product!

I bought a “ChiQ” combined washing machine & dryer.

Sounds convenient? Hell NO!!!!

It takes a simple process (washing them drying clothes) and drags it out, doing everything you don’t want it to.

Never before have I had so many problems getting the damn machine to do what it’s supposed to do. So. Bloody. Awkward.

I have no idea why The Good Guys would sell utter garbage like this. I’d die of shame if I got caught selling products this bad!

Avoid ordering online from The Good Guys if you expect reasonable customer support when something goes wrong.

I ordered a Franke sink online that arrived completely smashed and unusable right out of the box. Shockingly, the packaging also contained rubbish—a used toilet roll and a business card—which is completely unhygienic.

I immediately provided 10 clear photos proving the major failure and explained the urgency: I had a licensed plumber scheduled for installation two days later. Instead of taking responsibility, their online customer service team pushed all the effort onto me and hid behind rigid templates:
Shifting online faults to local stores: Despite this being a purely online order, support tried to pass the buck off to my local brick-and-mortar store (Auburn), telling me to either lug a massive, broken sink into a store myself or wait for store staff to handle a fault they didn't create.
Imposing unreasonable customer burdens: They demanded that I print my own return consignment labels, package the item myself, and stay home all day for a courier pickup to fix a disaster that originated entirely on their end.

Ignoring ACL rights & consequential loss: Under the Australian Consumer Law (ACL), a major product failure entitles the consumer to an immediate remedy and compensation for reasonably foreseeable consequential losses. Because of their defective delivery, I was forced to cancel my plumber at short notice and incur rescheduling fees—a financial loss they completely brushed off.

No stock, no actual solution: After forcing me through their bureaucratic return hoops, they casually stated there was no stock available across any store to send a replacement, offering zero practical solution for the major disruption caused.
The Good Guys Online showed zero accountability, zero customer care, and a complete unwillingness to uphold basic statutory consumer rights.

Whatever happened to customer service? I am an older woman with arthritis, who lives alone, so I paid to have my new dryer delivered. The two delivery men brought the dryer into my house to the laundry, but when I asked if they could help me just lift it onto the bench where it was to sit, they told me they ‘are not allowed to’… and left. They can carry it to the laundry, but not another 80cm onto the bench? I remember the days when they would have offered. Customer service standards are just so low these days, and the Good Guys clearly not only have cheaper prices, but cheaper standards too. The saddest thing is they actually don’t care, as long as they keep making profits.

Paid for delivery & installation of a fridge - advised we have a few stairs which was noted on the invoice
Delivery guys refused to bring fridge in, left it in all its wrapping in our garage
Can’t contact delivery department as online only & they ignore messages, phone calls to store ring out
Meanwhile we just put all our food back in old fridge and what? Ignore that we just paid thousands for a fridge we cannot use?

I had one of the worst experience! My husband and I had so many problem with our delivery for our vacuum and Other products We have called so many times the customer services as well to try to fix the problem no resolution.
We were missing 2 items. The tracking number was given to us and to a different man as well. We were expecting the delivery to arrive and delivery that never arrived ( camera show that no one came !) .
First part was to message the shipping company that told us that the who packed our deliver of the Good Guys sent to a different address to a man. Than I called the Good guys custumer service and told that was not true and our items were at the airport and to stay home on Monday for the delivery. Than Monday no delivery arrived and received a message that was at the post office and 40 minutes later the man that had my same trucking number went and picked up half of the items. Called the Good Guys custumer service no resolution all the phone calls. No reference number every day suppose to receive a phone call from custumer service to receive an update and no update. This is a short story for a nightmare. We asked refound or a new vacuum to be delivered and nothing moved. Advice go somewhere else to buy!

1st time Tried to order a new stove, no one came to assist after waiting 30mins left.
2nd time: managed to get someone this time, tried to place order, 3 computers not working finally get one working at front counter. Now have a receipt saying online order instead of instore. Good guys unable to organise in house installation due to computer issues. Had to organise it myself. Was told one to two weeks for delivery, its now past that and website says it is still preparing the order.
Tried calling the store no picks up.
Tried looking at website for options, it is rubbish, everything comes back to call the store.
Ended up getting a customer care email address from outside complaint resolution website. Will have to see what response I get from them.

NOT THE GOOD GUYS. Is there a point to adding another 1 star review??? Gezzz . I wish I had checked Trust Pilot before shopping with them! Try to return something and 'customer care' does not reply to any manner or contact!! DON'T SHOP WITH THEM! Let them disappear from the market in a pile of bad reviews.

I attended the opening of the new Aura store today. I understand that many of the staff are new and need to learn about the business but I could not be more pleased with the service I received. There were so many people in the store but the staff were not hassled by this. I was served by Fletcher who answered all my questions and knew every answer. He was so friendly and helpful and if they keep staff members like this, the store will thrive. Unfortunately when I went through the checkout I didn't get the ladies name but that lady was so lovely too. Customer Service is the biggest draw card to get people to come back and if there's more people there like these two, I will always be back.

We had a faulty refrigerator that required two service calls. The service technician was prompt and helpful. The Refrigerator required replacing, it was no hassle and within 48hours we had a replacement delivered on time. The instore (Osborne Park) and manufacturer support was excellent.

Ordered a Clothes Dryer on 26/7 and now 24/8 and still have not received it. Winter will be over and will not have a need for it. Was on Special........

Whilst I like shopping at the Good Guys, if you have an issue their after sales service is rubbish. I am trying to log into my account without an luck. I called and was directed to their online chat, BUT you must select a standard response bubble to continue ... there are NONE that relate to account issues. I then rang the store back who referred me to the support team, who couldn't help, and then transferred me to the customer care team that closed 10 mins ago! Why transfer me if you know that department is closed. I've been trying to sort this out for 1 hour so far and can not get any help ... not good enough Good Guys!