The Good Guys Bewertungen 

In store services are good, I got many products price matched. But online shopping not at all, I ordered a phone yesterday, went to confirmation page, day after they cancelled it with no explanation! No answer! No call center! No one responsible! No apology!

Lack of customer service, when clearly documented after 10am for delivery! People work and have commitments, I booked delivery date 8 days in advance for that reason.

Service in store - awful
Ordered online instead
Chose a delivery day and time
Washing machine “dropped” off side of truck - no hydraulic platform
It was then found to be smashed on the inside door (glass inner section)
After the guys had left !
Other items on order - not delivered
Tried calling help centre - sent round in circles and eventually a recording said “the best way to contact us is through Orr chat function for online orders”
Tried that - chat function sent me around in circles.
Tried calling the local store - they refused to help and sent me back to the online number.
Sent photos & pleaded for assistance.
Did not hear anything until the next day.
Then told another delivery could not take place for 7 days !
Still no one could tell me when these other items would appear.
3 days later - receive a tracking card in the post to say I had “missed the delivery” and had to drive out to a parcel depot 3 times further away than the local store.
Are you kidding me…
Washing machine contact from GG then refused to help me cancel that section of the order
They sent me back to the number for the online store.
Called
On hold for 20min
Requested a refund
But they could not give me a refund until they received the goods back in their possession as they were still at the depot….
Still waiting…on refund
Still waiting on a washing machine that I paid for.
Sitting now in a laundromat waiting for my clothes

Nice work GG
Lucky I work for a company where my role is purchasing white goods for worker accom all over Australia
Guess who won’t be getting our National business…?
What a shit show

Welcome to The Good Guys: where every simple problem comes with a bonus level

Buying a microwave from The Good Guys should be a fairly simple experience.

Apparently not.

I ordered a Panasonic microwave online on 27 July. Delivery was promised for 31 July.

31 July came and went.

Eventually the appliance was sent out. On 5 August the courier apparently attempted delivery. My wife was at home waiting specifically for it. No phone call. No intercom. No knock on the door.

But according to the tracking system, the driver decided it was “unsafe to leave”.

So the microwave was sent to a parcel shop and I went there myself to collect the product for which I had already paid for home delivery.

At home I opened the box and discovered several dents and other physical damage to the microwave.

At this point I contacted The Good Guys.

And this is where the fun really started.

After a considerable amount of communication, the Online Customer Solutions Team kindly promised me a new, undamaged unit.

Excellent.

They then forgot to arrange the collection.

Not my words — their own representative admitted in writing that they had “missed out on booking collection for today.”

So I was asked to nominate another weekday.

Unfortunately, I work for a living and don't have unlimited weekdays available for sitting at home waiting for The Good Guys' courier.

My next suitable weekday was 28 August.

So, according to The Good Guys, after buying the microwave on 27 July, I should wait until 28 August just for them to collect the damaged appliance.

I asked whether someone could actually make a reasonable exception and help solve the problem.

No.

I offered to bring the microwave to their Tempe store myself by Uber.

No.

I asked for the case to be escalated.

Apparently I had already reached management and there was nowhere else to go.

At this point I discovered another fascinating feature of The Good Guys experience: their online support system.

If your problem fits neatly into one of their predefined buttons, congratulations.

If it doesn't, you enter a digital version of Groundhog Day.

Choose an option.
Go back to the menu.
Choose another option.
Go back to the menu.
Repeat.

Eventually I discovered the secret combination: I selected “Cancel Order”, even though cancelling the order was not actually what I was trying to do.

Miraculously, this finally got me through to a human being.

The human being was helpful enough to explain that the store would deal with the problem.

Unfortunately, when I asked whether the store was actually instructed to provide the new undamaged microwave that the online team had already promised me, I could not get a clear answer.

Instead, I was told that the store would provide “the best resolution as per your preference”.

So apparently the workflow is:

Online team: “We will provide you with a new microwave.”

Customer: “Excellent. Can you please confirm that?”

Online team: “The store will decide.”

Customer: “So does your promise actually mean anything?”

Online team: “The store will decide.”

This is less a customer-service department and more an organisational escape room.

Eventually I decided that I had spent enough time communicating with The Good Guys and took the damaged microwave to their Tempe store myself.

The final result?

The store checked their system and told me that there were no units of this model available anywhere.

So the “new undamaged unit” that I had been promised was not actually available.

After all that waiting, emails, chats, collection arrangements, missed collection arrangements, automated menus, human agents, management escalation and promises, the entire replacement process turned out to be impossible because there was no replacement stock.

I received a full refund in the end, so at least the financial part was resolved.

But the customer-service experience was extraordinary.

The damaged microwave was not the biggest problem.

The biggest problem was the complete lack of coordination between the different parts of the company.

The Good Guys managed to turn a $407 microwave purchase into a multi-week customer-service project involving couriers, parcel shops, emails, automated chat menus, multiple customer-service agents, a missed collection, an attempted escalation, an Uber proposal and finally a trip to the store — only to discover that the promised replacement apparently did not exist.

If this is what being a “Good Guy” looks like, I would hate to see the bad guys.

tried ring Mile End store and phone would not get answered. when it was answered they hang up.did a click and collect order and still waiting after 8 hours for a $50 product

The call centre staff are helpful and polite. They politely and realistically suggested the clearance items had expired and/or sold out in my local stores. DO NOT trust clearance items availability. Please call the national call centre. I was unable to talk with the local store over the phone.
When on site, the staff at my store were very helpful in providing value for money options and offered extra services without being pushy. Greatly appreciated.

I had to go 7 weeks without an oven because I wasn't told it was unavailable when I purchased it. Only found out on delivery day that it was unavailable. The online customer service is also terrible. I will never use their online service again.

I had the most wonderful service experience at the Good Guys Northland! Jean-Marc assisted me with a microwave, a kettle, a toaster and a sanding press. Jean-Marc was super competent. Gave me a lot of useful advice on the pros and cons of various models and - even after I paid - offered great maintenance advice. He is also just a really nice guy. A really pleasant shopping experience! Thank you Good Guys Northland. Thank you Jean-Marc. See you again soon.

Items we have purchased from The Good Guys / JB Hifi over the last couple of years....Oven, 3 x 65 inch TVs, Bose headphones, JBL earbuds, Apple earbuds x 2, Apple watches X 2. XBox Elite Controllers, etc

We purchased a Westinghouse oven online back on 16/7/26 and waited almost 2 weeks for it to be installed. So the installation company under the umbrella of The Good Guys had our "file" for 2 weeks and didn't reach out to us at all during that time.

When they turned up here, they did a quick assessment and advised that they'd need to add a switch to a powerpoint and move another powerpoint by about a foot.

We paid $500+ for the installation so go right ahead. Oh, this isn't covered in that? How much extra then? Couldn't be that much seeing as the callout fee is paid and you are standing there with all your equipment ready to go. $948!!!!!! that I would have to pay there and then on the spot for any work to continue. After I argued with them for about 10 minutes, I reluctantly paid, given that we had been without an oven for almost 2 weeks.

This is a complete and utter rip off and to be frank reflects very poorly on The Good Guys. The gas fitter guy was even laughing and joking that "I'm the most expensive hahaha". No, not funny mate, a horrible read of the situation and not funny at all.

We wonder why no assessment was done prior to the fitting (send us some pictures of the current set up etc) which would have enabled us to potentially use our own electrician if work needed doing. There was plenty of time there for us to investigate other options, but of course THE WHOLE IDEA WAS TO MAKE US WAIT, THEN AMBUSH US ON THE DAY, knowing that we hadn't had an oven for 2 weeks.

We resent being but into a high pressure situation where you / they basically ambushed us and held us to ransom to have our oven installed.

And we resent paying an extortionate $948 ON TOP OF THE $550 THAT WE HAD ALREADY PAID TO HAVE IT INSTALLED. $1500 to install an oven.....give me a break! Ridiculous, overpriced, extortionate and makes The Good Guys look awful.

Never again.

This company's rating should be 0 star. Not even 1 star. Not even 0.5 star. Just 0.
Absolutely the worst service and operation I have ever encountered in my entire life. I've lived in different countries, even in a 3rd world. But we need another scale for the Good Guys. Like, 83th world country type operation.
Seriously curious how the company is sustaining this far with the unspeakably horrible service and even worse operation. Somebody must be using this company to launder money or something.
My experience was ridiculously awful, let alone my financial loss.
I lost +$400 from this cursed company and no way I can retrieve it based on how they operate.

Please go to JB Hi-Fi or Harvey Norman!!!

KEEP AWAY FROM THIS GODDMAN COMPANY FOR YOUR SAKE

At the moment you need help with a faulty project there is absolutely no service and support in the shop at Kotara, Newcastle NSW. I have a Weber BBQ that need a repair and the way I have been met by the people in store and by phone is so non helpful. I can definitely not recommend to shop in this shop

Ordered online a simple small sony sound bar ?
Waited for delivery or tracking number a number days passed No contact , finally i was told no stock , then there was stock , waited again for delivery , days passed no delivery , I cancelled the order , next day and email saying we have dispatched the order ? again i waited , it was delivered 10 gays later in an open box ? NOT sealed or wrapped ?
I had to return it to the nearest store 2 hour round trip to return it ? Refunded but The good Guys kept the GST amount ?
I will never use The Good Guys again and will NOT recommend to anyone
VERY VERY poor service , online help useless

We ordered a range hood in May. The product only became availale for delivery in early July and we had to book the delivery. Then the earliest delivery date was 2 weeks away. We waited for 2 weeks until the delivery day. Then no one showed up. There is no contact number, so you can't talk to anyone about yoru order. All they have is an online chat which is useless. Their customer service is shocking.

Ordered a house worth of white goods. They offered the "premium" installation service as part of the deal. Workers were absolutely useless, left all of the interior packaging material, poor communication about what they could and couldn't do, refused to take some boxes of the same order but would take others.

But the absolute worst of all, on a top load washing machine they did not level it, and to top it off they said it was ready to use after leaving the packaging tape that connects the legs to the drum. Luckily checked and levelled it myself after I heard it rocking like crazy, but if I left it it would've tipped over and bye bye new washing machine / or potential hazard for children especially.

If I can give negative stars I would. Do NOT ever buy from Good Guys and do NOT trust their Gold Star Warranty. They will give you the run around and not take responsibility.

I paid extra for extended period of warranty when I bought a laptop from Good Guys. Now Good Guys will not confirm that they will pay for a software problem created by Good Guys' outsourced repairer's outsourced repair centre (yes, you read right - Square Trade the outsource repairer 'onward outsourced' the work to CentreCom).

I have had to make multiple calls. CentreCom said if Square Trade does not raise the repair request, I will need to pay for the diagnosis of the problem that CentreCom created when they fixed my laptop's broken hinge and screen. When I called Square Trade, they said I need to speak to a specialist and then left me on hold waiting for the specialist to pick up but the specialist never picked up the phone (I finally gave up waiting after 53minutes). Emailed Good Guys. Their reply? I need to call their Customer Service line. I called and was told only Square Trade can raise the repair request as its an existing issue. But when I spoke to Square Trade again, they said I need to call Good Guys and Square Trade cannot raise the request because the existing request (to fix a broken hinge and screen) has been closed and that only Good Guys can raise the repair request! So i called Good Guys again who then confirmed that they can raise the repair request, but that they will only pay for "manufacturing defects" and that I need to find out from their outsourced repairer Square Trade on who will cover the cost of this repair since its not a manufacturing fault! What a joke!

Do not buy from the Good guys if you actually need something in a timely manner. Order a product that is 'in stock', will arrive in a few days. A week later, no updates or notifications. Took more than 2 weeks to arrive with no apology. I will never use them again and will pay more at another retailer.

I bought a TV in store, and on the advice of the store attendant paid to have it delivered the next day. Didn't happen. The delivery guy claimed that the store failed to answer the loading dock bell and they couldn't collect the item. The tracking app claimed that the delivery failed as 'no one was at home'. I was home all day waiting. The customer service is woeful. This is the second time that they have failed to meet their customer service obligations. There will not be a third. Get a quote for the item, and go to an alternate supplier for a price match.

Extremely unprofessional and bad - the customer service team fights with you instead of trying to find a solution. The homeservice guys cancel last minute leaving you high and dry.

Terrible online experience.
You need 10 OTP on your SMS just to check your order, delivery is delayed, have to talk to a chatbot to schedule delivery...
Shop at Appliances Online, much neater online service

I am a support worker for a lady who purchased a washing machine 3 weeks ago. She is desperately waiting for her new washing machine as she has children. I rang on behalf of her regarding delivery. We were on the phone for 5 hours all up (Hung up on 4 times). Finally the machine is being delivered tomorrow. Fingers crossed.

I will never deal with The Good Guys ever again. This is absolutely atrocious Customer Service. For goodness sake, put more staff on!!