The Good Guys Kitchens

Worst customer experience from design to warranty – I wanted to bring to your attention a recent experience I've had with Good Guys kitchens from a kitchen installation and the subsequent service we've received. From the very beginning, the process has been less than satisfactory. When we were in the design phase, the designer seemed more concerned about their soccer game than helping us. This… Read more

lack of attention to detail carried over into the installation phase, where we were told we were short on cupboards and had to revisit the designs all over again. The warranty process has been equally frustrating. The customer service and support have been disappointing, to say the least. We've had our kitchen for only a few years, and the laminate has already started bubbling badly. To make matters worse, the colour we originally chose has been discontinued, and their suggestion to match it with what they have in stock is not feasible since it won't match the existing colour in the middle of the kitchen. Additionally, we have had ongoing issues with soft closing hinges, drawer runners and slides, despite paying extra for a 25-year warranty. Now we are being told to deal directly with the supplier, which is not acceptable. It feels like we paid a significant amount of money, only to be left with the impression that our problems are not their concern. In summary, the product and customer service have been subpar. I wanted to share this with you in the hope that we can address these issues and prevent similar experiences for others in the future.

Warranties and refunds a guide for consumers and business – From the ACCC: Other types of remedies If a good does not meet a statutory condition or statutory warranty after a consumer has owned it for some time or used it a lot, it is still a breach of contract. However, the consumer may not be entitled to rely upon the right under the Act to cancel or rescind the contract and claim a full refund. In these… Read more

cases, the consumer may still be entitled to another form of remedy from the seller for the breach of contract, such as: • the replacement of the goods, or the supply of equivalent goods • repair of the goods, or paying for the cost of repair. It is up to the consumer and seller to negotiate a solution that is acceptable to each party. If the consumer and seller cannot negotiate a remedy, a court or tribunal may decide what is reasonable in the circumstances in accordance with the law. As a guide, if a seller breaches a contract with a consumer because a good does not meet a statutory condition or warranty, the consumer will be entitled to a remedy which puts them in the same situation as if there had been no breach of contract. Having a good repaired is one of the most common ways this result can be achieved.

This appliance is a Dream – Just bought a RUSSELL HOBBS JUICER , brilliant and efficient , Carrot juice a must , getting rid of fruit that has nearly expired is brilliant , very easy to clean and easy to assemble .

Online service excellent – Purchased a computer online and it arrived within a week despite the current delays in shipping. Price was reasonable and information on the site was sufficient to make a decision remotely. Will use again.

Service is good – I purchased refrigerator from Maribyrnong good guys. The salesman was good and very friendly. Even delivery guys was perfect. He was delivering it bit late but very good service. They are really good. Show details

Terrible GUYS - Potential SCAM on going – Was browsing through the shop at Narre Warren, sales person approached and said will give good discounts for fridges. At first wasn't interested. Then he approached multiple times promoting us to ask the price. Lowered price from listed price by $1000. Made us change our mind. Paid full amount $4000 + Concierge service . Its been almost 2 months… Read more

now and product not yet delivered. called multiple times. response was we need to wait. finally went to the shop and asked. Answer - "we don't know when it it be delivered, we can give you money back". Sent a complaint email asking for compensation. No response. Will never go back to this vendor. Modern day fraud.

TGG Management Chaos – I ordered an rangehood on 1 Feb, was promised to deliver by two weeks. After five weeks, everytime I call them, Sales blamed to Warehouse, Warehouse blamed to Supplier, Supplier blamed to TGG Purchasing Team. Trying to cancel the order, reception girl said according to their policy, if I cancel it, I will lose the deposit because the stock has… Read more

been ordered. Complaint to HQ, finally got my refund in April. And the rangehood was never ordered, (sales didn't process the order corrently) according to their internal investigation. What a joke.

27 kitchen panels fell apart at 7 years – Don‘t assume your kitchen will last more than 7 years. 27 panels fell apart when the glue adhesive deteriorated cause the foil front panels to peel off. The manufacturer won't replace them all because we started to notice them a few months out of the ‘guarantee’ period.

Kitchens are imported flat pack junk – Laminate benchtop around sink swelled within months. They declared it is “wear & tear” therefore not covered by warranty. Wrote it off as “water damage” - it’s around the sink! Very disappointing that GGs accept no accountability for this fraudulent kitchen company. Show details

Installtion is a real issue – Goodguys needs to be held accountable for trade installers they source,the real issue is you pay up front in good faith expecting quality workmanship reality is there sub par lazy installer /plumber who will only do what he feels like doin .$269 gets you / you supply precut hole all they do is insert gas cooktop will not reroute gas… Read more

line way you want then dont clip gasline or cable correctly .Remember this when you pay upfront no chance havin prior discussion with there trade person they will rip you off ,they will turnup do quickest way and terriable workmanship also be aware as i found out they get pass your signature by sayin goodguys will send you paperwork which when you recieve email job has been closed and you have been had .

Installers let them down – Don't do it. It seemed like an economical cheap option at the start. They told us we would save money as the cabinets would be custom built in NSW factory and delivered to our house in Balwyn North. From the start the service was bad as we were given poor advise about where to positioned our bench top. The installers were just as bad.. Once they… Read more

have your money they will tell you it's your problem. We read the bad reviews but rationalised that only the minority of customers are writing to complain where the majority are the happily silent. Don't get suckered in. I think where they really fall over is the money hungry installers who won't help you with the slightest problem post installation.

It's a great kitchen but comes with a mental cost also – Well, after 2 years in our TGG Kitchen I thought that I'd include a review. Pros: looks good, functional. Cons: they didn't put in the correct size cabinet for microwave which meant that either TGG rebuild the whole wall of cabinets and fridge/freezer opening or we use a smaller microwave. We decided to use a smaller unit (which TGG supplied us… Read more

thanks). Hindsight - I would have requested they rebuild and supply what was agreed. Under bench oven isn't installed correctly (is angled, not aligned). When the kitchen arrived the whole of the cabinetry over the stove top had to be modified to comply with clearance specs. When the constituted stone bench tops arrived (in the back of a ute with a bit of thin foam between them) the had chips and one was cut incorrectly and needed to be resupplied. They took forever so we had a complete kitchen that we couldn't use for 3 months. They finally supplied correctly and then took the best part of a whole week to do the install properly. Had to chase them up for the cutting boards promised from the cutout for the sink. They said that someone would come and check and realign all of the cabinetry in about 6mths. 2yrs on haven't seen or heard of TGGK. Not being a kitchen designer but being pretty handy with doing maintenance I've attended to the doors and other various things that needed correcting because the thought of having to deal with getting after sales stuff done was traumatic. During the process of design and production there is plenty of contact and information. The system seems to work pretty well so long as you're reasonably wise and can spot things that aren't correct along the design path. Once the kitchen is on site and the installers have finished, that's it. Don't expect to hear from anyone, especially if you have a problem or have had problems in the process. TGGK are a business and their priority is making money, not making you happy. It's pretty embarrassing when you have worked for one of the franchises, now the owner very well and then have to go through this process. Would I do it again? We could have purchased a local custom kitchen at a cost of an extra $10K (approx.) and if I had to do it again that is what I'd do. Having to deal with people in another state over the phone was difficult. Would I recommend TGGK to others. No. We're enjoying the kitchen and it sort of works but it all came at a mental cost which I wouldn't pay again.

I would never buy a good guys kitchen ever in my life again, poor and rude service and the quality is poor – Handles have rusted, cupboards didn’t align, the fridge space is way too short for a large fridge. The soft cupboards have fallen off 50% off cupboards in less than 2 years and had to make significant unexpected changes with the builder that stuffed up the electricity access. When you contact them they don’t call you back and they disregard your complaints despite when they sell you the kitchen they tell stress the quality of the product

After sales service – Extremely happy with kitchen however after sales service does does not exist over half a dozen phone calls not returned contacted the good guys which is who we went through to order the kitchen still no luck finally got through and was told that the doors I wanted were $50 each that was find $50 for a courier Was told that I could not pick the… Read more

doors up myself so I accepted that but then I was told $50 for administration fee that was ridiculous I was told in no uncertain terms take it or leave it

Not happy – Not happy at all with our decision to go with Good Guys kitchens - all milk and honey at the beginning and then you are at the mercy of each tradesperson - no one takes responsibility- they say the installer is expected to oversee the other trades but he really does not - he provides the contact and we have to do the chasing. No one bothers to… Read more

come around to even see if the job has been completed as per the design or make an inspection of the completed project. I mentioned this in my final survey report but no one even bothered to call me. They are very rigid and no cooling off period. We went to them as we thought - great! All in one! But basically you are left alone chasing individuals- bad experience with Stone people too - visible joints.

Astonishing – 11 weeks. No kitchen. Tenants pulled out of rental agreement. Who could blame them. Cancelled contract with supplier. Tried to, illegally, hit me up for $800 cancellation fee. Astonishing! An organization at war with itself. Sales, design and manufacturing blaming each other for the failures of their internal culture and who are openly contemptuous of their customers. Sadly, from my experience, a fairly standard Australian management model.

So far so good, enjoying the kitchen – The kitchen is very nice and we really like it. Our only negative was waiting for missing or damaged parts to be delivered too long after the first installation. This caused us to wait for the complete kitchen and have more days off work for the missing parts to be installed.

Bad customer service, terrible product availability, average quality. Basically you get much less fo – Unfortunately I walked into Goodguys one day and I thought to myself they have %20 off their kitchens and free design, I should give it a go. I have done ikea kitchen in the past and many DIY jobs around the house so I consider myself a very capable DIYer. The designer was ok, did some rough measurements (simple layout) and had few good points.… Read more

After a few hours at the house I got the pressure sale and was told the price is only the same if I sign up on the spot (why not telling me before and wasting 4 hours of my time). I didn’t as same layout would have cost me half of the price even after their %20 off from ikea. Their point of sale was that everyone else is rubbish and their products is made in Australia and of superior quality.

The next day I was contacted by a manager who offered me additional %10 discount and even though price was more than ikea, I thought I would give it a go. They were kind of nice to this point.

On the morning to sign the contract the designer was extremely rude and when I asked two questions she refused to answer and said I can make changes on the day the measurements are done. She was busy and had to go even though she booked the time with us. The measurer was worse than the designer and wanted to give me a cabinet over the fridge which was 10cm higher than the rest of the cabinet and when I refused I was told I am fussy.

They advised me of making a few changes which I ended up having to spend a few hundred dollars at Bunnings, ikea and Aussiecut to custom build and fix those issues. They have sent me wrong parts and they are advising me of leaving gaps where I shouldn’t have and they have made so many mistakes in the parts they sent me.

After sale customer service is horrible. They say they come back to you within 24 hours on their online portal and you are lucky if they notice you within a week. They never apologise or care for the mistakes they made and never try to help you.

They quality of the cabinets is okish but the horrible customer service which has left me with an unfinished kitchen after few months is beyond ridiculous.

I would never recommend them to friends maybe some enemies but do yourself a favour, save a few grand and go elsewhere.

Wish I had read these reviews first! – Worst experience ever! Wish I had seen these reviews before we decided to get outlet kitchen done with them. Terrible customer service and were very rude on the phone. 18months later and the kitchen is still not finished. They set you up with a trade company to install the kitchen then take no responsibility when the job is not complete. Wish I could have given 0 stars. Would recommend to go elsewhere for a kitchen.

Terrible, horrible, don’t go with them – From measuring to installation, everything was wrong, after the installation the cabinets measurements was wrong, no customer service, no one know what is happening. Don’t give your money to them, go somewhere ey

Do not use this company – Any savings made by using this company are gone when the kitchen arrived damaged and with parts missing. I have now been waiting an additional 4 weeks for my kitchen to be completed and I still haven't been given a date. I have a number of trades now on hold until the kitchen has been installed. Very Disappointed. Lots of apologies but no action.… Read more

Use a local company that you can deal with face to face. I trusted the association with the Good Guys. What a mistake.

I was ripped off too with the supposed cancellation fee of $897. For what?!!! – In March 2013, Canberra Fyshwick store had an opening of Good Guys Kitchens. I stupidly paid $2000 to keep approx 4.6 metres of white Silestone at their introductory cost. Since then, I have tried numerous times to get that deposit back but never had a response of any sort, despite all the promises that a manager will call me. I then chased the… Read more

money through their complaints site on their webpage. I was dealing with another fellow who seemed helpful - until I asked why I was only refunded $899. I had never commissioned a kitchen, just holding price on the granite. They have stolen $897 saying it was a cancellation fee?

Horrible experience – The initial meet and design was great but we have now gone 10 weeks without a kitchen. It is one mistake after another, plans were changed without notice, cupboards installed not to the plan so appliances didn't fit, they have no interest in helping because they demand 100% payment before installation. When they did come out to fix things, it was… Read more

a poor attempt. The end price was thousands over the quote and the job over all is poorly done. The product seems to be good quality (time will tell) but the stress and hassle of it all is not worth it. Go somewhere else. They seem organised at first but its all down hill after you sign up.

Not all reviews are bad – I didn't read the reviews on this company until after I signed up. I admit to sweating a bit until the job was completed. My problem though. My situation was that I needed a new kitchen ASAP. The property I purchased had a kitchen with 2 cupboards and a set of drawers. I was only ever going to get one quote. I had a rough idea of what it… Read more

would cost and I cannot handle shopping around very much at all. I was therefore prepared to sign up on the spot if my expectations were met. This I did at The Good Guys, Helensvale, Qld. I went there with measurements, photographs and a design and the desire to Nike. Just Do It. Less than 2 hours later, I had the plan, the costings and had organised purchase of discounted electrical appliances (ceramic cooktop, wall oven, range hood) from the Good Guys. Good Guys staff member who I dealt with was very knowledgeable and caused me to rethink the selections I had made and change them accordingly. Came delivery day and several cartons had sustained damage. It was minor damage to components on a protected pallet and had occurred before Grace, collected the kitchen for delivery. It was then I realised that Freedom is also involved with this company and The Good Guys. I photographed all the damage and reported it via the online messaging system. This process only allows one photo at a time so it took a while. I was met with deafening silence. No answer came the stern response. After several days I became angry that my messages were eliciting no response at all. I messaged both the administrative group and the management team, advising them that an angry me was an ugly sight to behold. The matter was immediately acted upon and a new corner cupboard despatched to me. We made up the difference of damaged components in 2 corner cupboard units from the extra one sent. My friend is a cabinet maker of high distinction. He came for six and a half days it took us to remove the old and rebuild/install the new. Initially he had suggested that I paid too much for the kitchen. After completing the job, he said that the kitchen is of very good quality and he was quite surprised at the standard. The only hiccup we had was when he discovered misaligned clamp rebates on the adjoining joints of one of the kitchen tops. It is a U shaped kitchen. We had already fitted biscuits and glue to the joint and had to move quickly to clamp it together using a heavy duty ratchet strap before the glue set. The glue, biscuits and edge L Clamps hold it all together nicely. We weren't in a position to halt work and order a new top. The bad? The niggling points I mentioned. The good? An easy process that allowed me to design the kitchen and have this company draw it up, manufacture it and deliver it to the small island I reside on within the Southern Moreton Bay Island Group in Qld. I am completely satisfied with the purchase and happy that I went in this direction. My suggestion is that if you want several quotes- go to this company last as some pressure will be applied for you to make the decision on the spot.

So unprofessional kitchen group/ good guy kitchen – We had our new kitchen by kitchen group, introduced through good guys kitchen. Still so confused about the relation between kitchen group and good guy kitchen. But one year after our kitchen was bulit, one of parts on the cabinet was broke. We contacted kitchen designer who confirmed the kitchen has life guarantee and gave us the contact number… Read more

and person of kitchen group. After we called him a few times, he promised to call back to arrange, but nothing happened. Last time when we called tel:07 3440 8400 and was told she will let this guy know and give us call, again nothing happened. So disappointed and next thing we will try to go to good guy kitchen and see if anyone can help. So unprofessional kitchen group/ good guy kitchen.

1st step getting a new kitchen – We are building a new home and I have been researching kitchens. The 2 staff members in the kitchen installation section at Good Guys Erina were very helpful. One lady was fairly new to it, but still very helpful and she was well supported by a very experienced lady. I was left with the impression of very friendly and honest assistance and when we… Read more

are closer to the point in the build of final planning of the kitchen I will go in to them again and arrange it.