Goodguys Anmeldelser 374

Stefan and the online customer service team were prompt, friendly and compassionate to my issue. Would definately recommend using the Good Guys.. I have always had a good experience even if a product was faulty under warranty. Please keep maintaining this great service for customers. Its really appreciated.

Paid for Gold Service Extras and received no support when it mattered.

We purchased a Hisense 384L freezer from The Good Guys in March 2025 and paid extra for “Gold Service Extras,” which was meant to include post-purchase support as well as delivery and installation.

Shortly after installation, the freezer door would not stay closed properly. We would check it was shut, then later find it slightly open and the contents defrosted. This happened multiple times and resulted in food spoilage of at least $500 worth, and that is a conservative minimum estimate.

We contacted The Good Guys expecting support under the Gold Service Extras. Instead, we were told to deal with the manufacturer ourselves. The manufacturer said they would send a technician but never did.

We went back to The Good Guys and asked them to manage the issue, but no action was taken and no technician was arranged.

At one point, they suggested sending a replacement seal for us to install ourselves. For a new appliance, after paying for installation and support, this is not reasonable.

In the end, a relative identified the issue. The freezer had not been installed properly and was not level, causing the door to open. One of the feet also appears faulty, and we are currently using a workaround just to keep it functioning.

This experience suggests that the installation was not done correctly and that the post-purchase support we paid for was not delivered.

Very disappointing overall.

Extremely disappointing service at Tamworth, NSW store.
Never going back.
I paid full amount for a Hisense TV on 2nd December (I was told it will take 2-3 weeks to arrive). It was a Christmas present and had enough time to arrive. I called them after 2 weeks and I was told it was dispatched and will arrive soon. I called them again on 23rd December hoping it must have arrived. Instead I was verbally abused for believing that it will arrive in 2-3 weeks. Not a single phone call to update ETA. I called back again on 7th Jan 2026. Same response....no ETA yet......Hisense not responding to messages. All I got from the store Manager after asking to escalate the matter was we can give you a refund/ free delivery and a cold apology. He even hung up on me when I said it was not good enough. I had purchased the TV on sale price and a refund wouldn't be helpful.

I cannot rely on The Good Guys they are not a trustworthy store. I purchased a laptop online and received an email confirming a discount price of 798. However when I visited the store after 5 days they refused to honour that invoice and the price had jumped to 1299. Meanwhile the same model is available for 949 at Harvey Norman a difference of over 350. This deceptive practice forces customers to pay more and is extremely unfair. When I manage my finances and time it’s frustrating to change promise and increase after just a few days especially during the holiday season. I have attached the invoice I received and the price comparison. The Good Guys now lists it at 1299 while Harvey Norman offers it for 949 for the same model.

We bought a fridge from Good guys and realised door of the fridge can’t fully open because of the kitchen bench. So we went back to Cancel the order of Lg fridge we already bought and we decided to buy a French door fridge instead . Adam who works at Good guys Springvale store came to assist us.He was so helpful and being supportive to us. It was a very easy process thanks to him. Thank you so much Adam , Our beautiful LG French door fridge has been awesome.

Their customer service is completely non-existent. Their online 'help and support' is a circular run around of links, all with dead end answers and no option to resolve or get help with an order. If you call their 'customer service' phone number, it's the same run around of dead ends and voice recorded hang-ups where they make it literally impossible to speak to a human. I kept calling back to try all phone options possible, but all paths ended with a voice recording with no options to speak to anyone.

Their courier is just as awful and I was on hold for over 30 minutes to find out why my delivery was a week late, with no updates after I received an email saying 'your order has been picked up and is on its way!'. Still no answers, and despite being told my order would arrive last week, my online order still shows 'being prepared'.

Disgusting business operations and I'm making sure I tell everyone to avoid buying from them.

My rating shows 1 because l had to click something. True service rating is less than half.
Reasons
1. To start with, your first question 'What went wrong this time?' Nothing should have gone wrong.
2. The customer service from staff is appauling. Staff hang around talking to each other even when customers are around. When customers are looking for service assistance from staff they walk away. You lost our business.

We have purchased numerous items from the Good Guys in Bayswater Vic. In May 2022 from Tushar S.
When we had an issue with our refrigerator not keeping cold, we rang and spoke to Holly on the 20th October 2025, she advised that she or her manager would call back on Tuesday or Wednesday. When we had not received a telephone call by Wednesday afternoon, we rang again, we spoke to Tom initially then was placed on hold for Sam the manager, who advised that she had called the service company and was waiting on a return call, and would advise us later in the day. When it got close to 5.00 we called again, to be placed on hold only to be advised that the service man had not got back to her, but he might call her after hours. Again on Thursday, when we had not received a response (as advised) we rang again, asked for Sam, placed on hold for no less then 15 minutes, only to be told she was busy with a client! and would ring back. By three o’clock we still had not received a return call to sort out our issue (no working refrigerator)Christiana took our call and said she would look into the matter, only after we threatened to call consumer affairs. Christiana called back and advised us to call the service company direct. Until then not one member of staff had even bothered to help in any way. We had purchased 5 yr concierge gold service, which I guess must be a ploy to get money from clients for no benefit, at $229 per item purchased, one for Fridge and one for freezer, we had also purchased a smeg stove, a fridge freezer whilst waiting for the individual fridge and freezer units to arrive (months later). A Dyson vacuum, Smeg kettle and Toaster, a Miele Dishwasher and a Miele Washing Machine. We were loyal customers and would have expected better after sales service, or at least some customer service. We will NOT purchase any goods from this store again, and would be interested to know what their 5 yrs concierge gold service does? Buyer beware!

Let down by delivery commitments.....plural .....3 products over a single purchase. On the floor sales team were excellent.
Good guys expect you too wait all day, and they do not reciprocate.
If you want to buy something off the self and take it home ....all good. After that its a fight. There is something wrong with their business model when I am told "we have no control over the delivery contractors"
I have not had a call from the manager at the store, nor a follow up accelerating for a customer service manager to call.
My issue is not the failed deliveries....it is their lack of follow up to resolve the issue.

While staying in Australia with family for a regular visit, I purchased online a Massage Gun for Good Guys. Reviews were good and my family already had that brand, so I felt it was a good buy.
I had issues from the beginning with the battery charge or lack of. Unfortunately on the day of my departure back to NZ, it completely jammed up. I had only had it less than three weeks!
I had no time to contact Good Guys, so on my return to NZ I sent them a clear video and all details of the issue,(which I had also seen a similar review online for battery issues for this item as well) and stated I was happy to pay freight for a replacement to be shipped over to NZ.
Two emails went unanswered or acknowledged, one phone call with a reassurance to get back to me the next day, didn't happen. Trying to contact anyone was so difficult. Eventually I managed to speak to someone who suggested I freight it back to Aussie (my cost) to get it checked out. No doubt I would have had to pay the freight again for its replacement. By this time it would have been close to the cost of this unit. It took me over two weeks of persistence to even get this far. Once I insisted in speaking with the higher management, we then agreed on a solution to this.
A customer should never have to spend this long to get a result. The total lack of acknowledgment etc was appalling. I have bought from Good Guys on my frequent travels to Australia, but after this charade, I will no longer purchase here, either online or instore.
I would happily give them one star only; however they did work with me in the end after I got really angry with them, to resolve this, hence the three stars.
Come on Good Guys, you need to sort your service out better than this. Don't be so big that you lose sight of your customers

From the moment we walked in, we felt genuinely welcomed and listened to. A special mention goes out to Tanika, the customer service rep who has always shown her willingness to help us with our purchase. She didn’t just try to sell us a laptop — Tanika took the time to understand what we actually needed it for, and explained everything in simple terms we could follow. Tanika broke down the important things to look for when buying a laptop — like how much storage we’d need, why RAM matters for speed, and how the processor affects performance. She even explained the difference between SSD and HDD in a way that made sense, without using confusing tech jargon.

What stood out most was her honesty. She didn’t push the most expensive option, but instead recommended the one that best suited our needs and budget. We left feeling confident in our choice, knowing we understood exactly what we were buying and why.

It’s rare to find customer service that’s both knowledgeable and genuinely interested in helping you make the right decision for you. Never a disappointment! These are the reasons we come back to the Warners Bay Store over and over again.

Absolute rubbish customer service. Purchased 4 kitchen appliances, glad I did it well ahead of my kitchen renovation, giving myself (and them!) time for any mishaps. Purchase date:23 July 2025, delivery: 26 August 2025, only because one of the items was on a back order. I didn't mind waiting, however, was enquiring after 5 weeks, because there was no sign of anything happening with my order. Got confirmation that the fourth item (a sink) is on its way now and they confirmed delivery date. Then that fourth item was not delivered with the other three. Delivery company had no idea why, they only had 3 items on their order, they advised I should call them. So I called, customer service woman told me they do not deliver that sink because of high risk of damage; she sounded unsure and not really competent, however polite and nice. I asked to speak with the manager, but he was on another call, so she took my details and promised he would call back asap. He didn't, I called three times, and finally, after 1.5 hrs he was off the phone and talked with me. I complained mostly about why I was not informed at the time of purchase that this sink can only be picked up from store (by the way, and I should have asked, how is it delivered to the store from manufacturer?) - he was unsure, offered refund of delivery fee (still useless as I do not have a car to accommodate the pickup) and a phone call next day from the person who was selling me the appliances back in June. Not sure how this is going to be resolved, but I cannot pick it up myself; looks like what - I should now hire ute or something to do it? I should probably then demand paying for it? Never buying from them again, ever.

I went to bayswater good guys to buy a a fridge and served by a lovely customer service man called Tushar, Tushar was very courteous and listened to what I wanted and really helped me. He wasn't at all pushy and he allowed me to take my time .Tushar couldn't do enough for me. Tushar is an asset to the company.

One star because it is not possible to leave zero. I purchased a Bosch 9kg heat pump dryer from the Good Guys more than 2 weeks ago. My credit card was charged immediately. While deliver was prompt I discovered the dryer was faulty- not heating or drying the first time I used it however have been unable to procure a replacement. The Good Guys referred me to Bosch for a repair - I did not want a new dryer that needed repair - Bosch have also done little more than make promises of a refund but with no action. If you want after sales service avoid the Good Guys and Bosch. Another week has passed and still no resolution.

Extremely poor customer service over the phone. I purchased a washing machine and dryer on line after being told directly that they had them both in stock. Booked the delivery date only then to be emailed on the day of delivery, that they had sold me stock that they didn't have and would refund the delivery fee for the inconvenience.
I called the Moonah store and spoke to the manager who was clearly irritated by having to deal with this issue as she mentioned that to me in a round about fashion with no apology. When I asked her when I should expect my delivery, the manager then told me in a very condescending, smart arse tone, “that she couldn’t predict the future!!”
Very poor quality customer service!!
I heard nothing from the Good Guys over a 2 week period only to have to follow this up myself and call them to find out that my washer was there and the dryer was not and they will only deliver when the dryer turns up. I spoke to Gabe, a lovely young man, who was very helpful and thorough who completely outshone his manager.

I purchased a product online was told intially there was a delay . At 4 weeks- 7 week wait, emailed twice, rang twice , spent numerous times on the help centre chat. Everytime the customer service person said they would follow it up and get back to me . Not once did I get communication . They kept blaming Australia Post saying they couldn't do anything until they found the item . I fail to understand why this became the customers (my) problem .Extremely bad customer service ,will never use The Good Guys again

total lack of interest in the customer period.
were unable to show an electrical item they had in stock because they say it was a stunt item even though they had 17 of them. left the store in haste and would not waste my time or money in shopping with them in the future. it is like the bunnings of electrical as opposed to hardware, its a big store but zero service, help, care, empathy, understanding or any type of knowledge about anything that they actually sell. Save your money and not bother.

DO NOT USE THESE GUYS - spend elsewhere that will give customer service.

Ordered a fridge and paid extra for unboxing, setup and removal of old fridge. I would expect them to send enough people to be able to do this.

The fridge was dropped in my garage and I was told that they would not be able to set it up and that they will have to send another team to come and do this and told me to call good guys to organise.

I tried to call but of course you cannot get through so had to chat online to a bot and then to a human who said they will come out today. I asked for some sort of confirmation from him and he said that they will be in contact in the morning.

The next morning comes and I am waiting and waiting for confirmation and nothing comes through so I go back onto the chat to be told that it is only certain days that this service can be done and it is not possible today. So they left me waiting and had I not got in contact I would have been waiting all day for something that they were not going to do. Goodguys could not even be bothered to let me know that they were not going to keep to their promise.

I have bought so many things over the last few years from good guys and I have literally spent thousands and thousands with them but I just cannot support them anymore and will be looking elsewhere to make further purchases.

There is a reason why their ratings are so incredibly low. If they can afford to send out multiple teams to install one fridge why don't they streamline the process and instead of paying 6 people to install a fridge just reduce the cost of goods.

Really bad management and a waste of peoples time.

I now have a fridge blocking my car in the garage and no idea when they are going to come again as I have had no contact from them other than me asking the chat and being told in the next day or 2 I will be contacted and that I cannot choose what time the delivery guys will come..... I do this thing called 'work' and cannot be at home on weekdays - hence why I chose a Saturday delivery.

Huge disappointment and terribly mismanaged by good guys - complete joke

Ordered a fridge and washing machine from Good Guys. The delivery men put a hole in my front door entry trying to get the fridge through the door after we told them it wouldn’t fit.

Submitted a claim to the Good Guys. They advise it would take a few days to be assessed. It’s been 3 weeks. Absolute joke. Happy to take the money, no follow through when their own contractors damage my property. Very poor, very disappointing conduct.

Horrible customer service over the phone and online. Kind and smiling until they sell you the stuff. Dont trust, stay away.