The Good Guys Bewertungen 

I am extremely disappointed with both The Good Guys and Hisense.

I purchased a Hisense refrigerator from The Good Guys in December 2024. Within only a few months, the refrigerator door started peeling. It then took approximately a year to have the door replaced.

Unfortunately, the replacement door has now developed the same defect. After experiencing the same failure twice, I have completely lost confidence in the quality of the product.

What has been even more disappointing is the level of customer service. I have spent countless hours sending emails, making phone calls, providing photos, and following up with both The Good Guys and Hisense. Instead of receiving a proper resolution, I have been left waiting for months with little to no meaningful communication.

A customer should not have to chase a retailer and manufacturer for this long over a product that failed repeatedly while still relatively new.

I expected much better from both companies. Instead, I have experienced repeated product failures, excessive delays, and poor after-sales support.

Based on my experience, I cannot recommend purchasing a Hisense refrigerator from The Good Guys. I hope both companies improve the quality of their products and, more importantly, the way they treat customers after a sale.

Very disappointing experience.

The good guys failed on all things with the item. I went to buy a tv and paid for it, said it would lay down in back of car, went to pick it up and the store man said it has to stand up, would not fit in my car, if i took it they had to take it out of the box. Or they could deliver for a fee tomorrow, well tomorrow has been and gone, and still no tv, i rang store they said it is still there.
Would not encourage anyone to go there.

Like thei price matching policy, bought couple of things

I've been extremely disappointed with both my product and the support I received after purchasing a Latissima Nespresso machine from The Good Guys Nunawading.

Less than six months after purchase, the machine developed a fault with the milk frother. I returned it to the retailer expecting a replacement for what I researched was clearly a faulty product and very common issue with this type of machine. Instead, it was sent away for repair, leaving me without my coffee machine for weeks.

Unfortunately, the machine was returned in an unacceptable condition. It was poorly packaged while still soaking wet, with water spilling over my kitchen bench as soon as I removed the wrapping. On top of that, a large service sticker had been placed directly on the side of my machine, leaving adhesive residue and marks on the surface that it can't be removed anymore. This level of care is simply not what I would expect for a premium appliance, and a mega store like this one.
To make matters worse, the machine is now presenting additional issues after the repair, and they said they won't replace or exchange the machine for me, only if they repair it for at least 4 times!! This is absurd!

At this point, I have completely lost confidence in this machine (at least this model) and this store. The Good Guys has not taken responsibility for resolving the issue, I've made a formal complaint and nobody has given me any response, just ignored it. I had to directly contact Nespresso to solve this and it's been a long fight.
So far I’ve only experienced poor customer service, unsuccessful repairing, poor handling of my machine, and now even more operational problems than before.
That's a shame! I used to recommend The Good Guys before.. not anymore.

Ordered a spice grinder online Thursday and paid extra for next day delivery as I needed it for the weekend. It never arrived. Had to chase it up on the Tuesday, the customer service person was good and refunded the cost of the delivery fee and it was delivered a couple of days later. Even though I put to be left by my front door if I was not at home it was taken to a post office for collection. It would have been much easier for me to have gone into a good guys store to begin with. Online shopping is meant to be for ease this was not a good experience which is a shame I wouldnt use them again.

I bought a $1500 robot vacuum 11 months ago. It developed a major fault eg would not suck hair dust into vacuum bag but just stuck around dollars. Then the nail/screw which attaches the mop to the unit broke off leaving a hole so also unable to mop. There is an expectation that expensive small appliances will last longer than 11 months. Still in warranty.
Good guys insisted the Vac be left with them for repair which as a major fault which we did under protest. I believe it should have been replaced straight away.Can not tell me how long a reasonable amount of time is that it will take and do not have loaner appliances. Bought in a physical shop as the contract is then with them and not Dreame. Will not buy anything again from Good Guys. They also do not reply to emails to customer service or messages sent through their app. POOR service altogether.

In store i have found capalaba to be great but their phone service is disgusting, I put a deposit on a wok and was told 3 or 4 days to come in, 3 weeks later im still waiting, I have rang capalaba nearly 10 times with answering once. Apparently they are unable to call supplier to find out when my product will get there and yet the display model is still out and they are selling the product. I asked how long ago did I put down a deposit, they couldn't tell me, it will take 10 days to ship one from another store. The office staff just dont care about you at all. I even just brought a dishwasher 2 weeks before this. Customer loyalty ZERO

Terrible customer service. Made an online purchase based on listed stock availability only to pay $9000 and receive an email saying I would receive the item in 2 months.
Can’t call anyone, phone just says to visit a store for assistance. Tried selecting a different option and was on hold for about 10 mins before selecting an option to receive a link to chat to customer service online. Received the link and it just goes to the website, the chat option is bot only and wouldn’t allow me to speak to an operator

I bought a washing machine and paid extra for delivery AND connect. They put my new machine on the cement (i’ll give them the benefit of the doubt that it had a little bit of styrofoam, but rocked it while laughing and joking and playing with each other (not an issue if i had a good experience). Then he pushed the machine all the way in and then said where is the power point? and i said oh it’s where you pushed it into (assuming he would have seen that). and then he tells me they can’t finish the job because he didn’t bring the tools to do it… and asked if i had a screwdriver as if it’s my problem they weren’t prepared for their job. and when i gave what i had he said no other ones? bc they didn’t fit. they should have spares… and bc they came the latest possible in the time slot, i couldn’t rebook for the next day. so i have rebooked for monday with no compensation, monday rolls around (supposed to come in the morning slot, they refused to tell me an exact time) so it’s 11:30 and i have heard nothing. so i hop online and ask what’s going on, they say the only person apparently they could hook up my machine has called in sick. and i said no one wanted to inform me? and they said we found out 30 mins ago… so you had 30 mins to inform those who have a service booked?? i gave in and rebooked AGAIN. for tomorrow, which has yet to happen. i have a theory they just didn’t book my appointment for today, as when i booked today for tomorrow i got a booking confirmation text and this didn’t happen for my “booking” today. just a mess and a headache!!!! and my machine STILL isn’t connected. there has been no compensation offered and the customer service is super poor. do not bother shopping here!!

The service received was professional.
The staff member was understanding and informative, very helpful and wanting the best result for me. I will be returning and recommending Good Guys.

HORRIBLE EXPERIENCE!! I BOUGHT $1300 worth of product and was not able to get a refund after I did not like the product DESPITE The Fact The product was still new in box bought 2 DAYS PRIOR! Sophie and Sally were the most unhelpful SALES PEOPLE!! ABSOLUTELY HORRENDOUS EXPERIENCE AND I WILL NEVER SUPPORT THIS HORRID BUSINESS EVER AGAIN!!
If I could put less than one star I WOULD!

So I did not have to drive for 2 hours i tried to get information on stock availability from the Launceston store. The call was diverted to head office "help" desk. Funny and they ask us the customer to be polite. I Gave brand and model i required, because i did not have a model number. He was So rude and then hung up. No wonder retail stores are dying and so will purchase elsewhere. Oh well their loss and I was hoping to purchase 2 different products not now.

Paid for a tv and delivery, arranged a day for it to be delivered. Husband took the day off work so someone would be home. Received a confirmation text the day before delivery. On the day it was suppose to be delivered I received a text that it is going to be delivered the next day!! No contact phone number to call in text message. Rang the store we bought from and they just said we can come in and ask for a refund for the delivery fee…and they said they don’t have the phone number of the delivery guys!! What a load of BS!! So now I have to take a day off work and who can guarantee they won’t do this again! Who wants to take annual leave for a tv delivery!! I would rather spend it away on holidays! Never again will I order from the crap guys.

I ordered a Westinghouse fridge online from The Good Guys. It was delivered the following week, and from the moment it was switched on, it didn’t work.

You’d think a major fault on a brand-new appliance would be handled quickly. Instead, the only option was to fill out an online form and wait. There is no customer service phone number, no online chat, and no sense of urgency when they’ve sold you a product that was dead on arrival.

After finally tracking down a head office number, I was transferred multiple times, left on hold, and ultimately told I just had to wait for my online request to be processed. Once it was, they emailed me instructions to organise my own service call with Westinghouse. As far as The Good Guys were concerned, once they’d sold the faulty fridge, it was no longer their problem.

I then contacted Westinghouse, only to be told I’d have to wait two weeks for a technician to inspect a fridge that had never worked. To make matters worse, they warned me that if the technician decided the fault was somehow mine, I could be charged for the visit and repairs.

At that point I contacted the Queensland Office of Fair Trading. They confirmed what The Good Guys should already know: my contract was with the retailer, not the manufacturer, and under Australian Consumer Law they were required to offer me a refund or replacement for a product with a major failure.

Funny enough, it was only after Fair Trading contacted them that The Good Guys suddenly agreed to replace the fridge.

The icing on the cake? They actually told me I would have received faster support if I’d paid for their Gold Customer Service package. Imagine expecting customers to pay extra just to receive the consumer rights they’re already entitled to when a brand-new product arrives faulty.

Save yourself the stress and buy elsewhere. Based on my experience, The Good Guys should be called The Bad Guys, especially if you’re buying online.

Do not Buy. Unfortunately No stars isn’t an option. The Store delivered a TV which was wet. The delivery driver acknowledged it was wet. The store who fulfilled the order acknowledged it but said they can’t do anything as purchased online. The online store and faults will not help. They keep saying they will contact me ‘tomorrow’. I have emailed and sent photos which they have requested with no response for 4 days.

I purchased what was advertised as a brand-new Samsung tablet from The Good Guys, but they shipped me a used, open-box unit that had been returned by another customer and reset for resale.

When I complained, the online customer service team was an absolute joke. I was promised a resolution in 2–3 days. By Day 4, nothing. I emailed again, was promised a call "ASAP", and still heard nothing. By Day 5, I had to physically drive down to my local store to demand the refund I was legally entitled to under Australian Consumer Law.

While the local store staff gave me my money back, the online team's deceptive stock practices and broken promises are appalling. Check your items carefully if you buy from them—you might be paying full price for someone else's return. Won't be shopping here again.

I’m very disappointed. I ordered on Friday 26/626 a TV as a surprise gift and was quoted delivery in 2nd July 2026. Did not arrive and now day 8 since ordered no delivery. Poor service and recommend never arranging delivery with them. Seek alternate store or collect

Bought new TV in store and paid cash in full. Told delivery would be 3-5 days and installation the next day. 3 weeks later rang the store and eventually found out the TV had arrived and nothing else had been done. They said it would deliver the next day and nothing happened. Rang store and call got dumped twice. If the installer comes tomorrow there’s no TV here. Good Guys are an absolute joke

Terrible service during and after purchase.

It is insane that they are legally allowed to continue in operation. I have never experienced worse customer service. It was shocking.