The Good Guys Bewertungen 

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

Mohamad at mile end store adelaide was really good in giving us a good understanding of yhe product we purchase very friently and knowledgeable

Customer service in store is nil. Many staff wondering around but no one wants to help or acknowledge you. Poor knowledge on items and where the items are. Was sent wondering around store. Under trained in service.
Delivery is an absolute shocker. Was given a time frame of 3 hours. Waited for 4hours. Called up twice to be told they will be coming soon. After 4 hours l called again to be told they will not come at all and are not sure when they will be and to wait for a call.
Absolute disgrace

I have shopped in store at the good guys and while it has been fine for my needs. I don't feel like
A. Staff want to go out of their way to assist shoppers. I was left to walk around the store aimlessly and not one store worker asked me if I needed help. Even when there were a few workers standing and chatting.
B. Advice I got when I did ask about something (I actually was testing their knowledge on something in extremely familiar with) and they were completely wrong on all accounts.
C. They didn't know of a products pros or con's which I found laughable considering they should since they're selling the product. They should be using their spare time to troll the internet for videos of products they sell. See what items are popular and durable. Get to know what they're selling. Extremely poor considering the size of the company. Now this is just at one store. So I can't compare it to others.
Now for my online experience. I've only made one prior purchase through the good guys and it was relatively good. BUT. I made a purchase on the 18th of June/2026 and I hadn't received any email saying the order had been packaged and sent by the 22..so on the 23rd June I finally got to talk to a person at the store I nought it from like last time. The online ad said in stock. By apparently not at the store I used. And it has to go onto backorder meaning it won't arrive now until 3rd of July 2026. So you mean not one other store has one or they're aren't any in Australia?? I find this utterly misleading and was made to feel I should have know by how I was spoken to. I said to the woman it said in stock and nothing about any other stores and I said iflr definitely didn't say on back order on my receipt. And when I checked my order ismt has been saying processing order since the 18th. If this is the best they can do when it comes to online shopping, I hosetly don't know how they continue to operate. I can go online and buy one and get it here in the same day if I want. I think in will considering how long lived waited for an item that's leas that. $100 in value. I'd suggest people shop at other stores. The good guys are far from good to be honest

Faulty product and zero customer service. Do not buy.
Extremely disappointed with our Ecovacs T20 Omni and the subsequent "support." We have had to return this machine three times for the exact same inherent fault. Now that it is just past the two-year mark, both the manufacturer and the retailer are passing the buck and refusing to take responsibility, completely ignoring Australian Consumer Law regarding acceptable quality and major failures. If you expect a machine of this price tag to last or to receive decent customer service when it fails repeatedly, look elsewhere. Customer service and ownership in store and over phone are a zero. Safe to say the current rating of the good guys 2 star is batting out of the company's league.

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.