The Good Guys

Went to GoodGuys in Butler WA and bought the Roborock Q7B+ Robotic Vacuum. Absolute dud out of the box. Charged it up to 100% and used it for 3mins after that got error messages from the app saying “main brush jammed. Remove and clean the main brush and bearings”. I bought this because the initial reviews were mostly good, but I call nonsense on… Read more

all of them. Do not buy the this product at all.

I am taking it back to get my money back and will not bother will a robot vacuum again.

Had a brand new TV delivered, we mounted it, turned it on and it was not working, constant flickering picture. We shouldve turned it on first but who thinks a brand new tv would not work. Contacted them straight away and they have tried to send out a repair man, not acceptable for brand new out of the box, said they would pick it up, havent, now… Read more

palmed us onto the manufacturer who are are saying we need to put in a warranty claim. Its now sitting in the box in my house waiting to be replaced.

*** UPDATE ***

After just over a month in back and forth, we finally got our tv picked up and hung by the Good Guys. It was a lot of we will call you back that didnt follow through. When the local GG called us to organise. They were nice and prompt with their info and organising the exchange. After the hassle, we are just happy we got the working brand new TV we paid for

It is a very good product and the explanation which they are assisting is very clean and they are very patiently explaining am happy to purchase in good guys I have paid for gold plan they are providing us good vouchers and it’s worth paying thank you good guys am very much happy Show details

Very Very Poor Experience – Dishwasher and kettle both defective . Took days and hours to sort the dishwasher. Kettle: call customer care - they only deal in bulky. They say call store and talk to them . Store say bring it. That’s a day out of my life. I quote online order numbers , pay pal ref numbers. They don’t have oversight of online orders-so unless I can find a… Read more

different order #….I have to drive to store. Defeats purpose of ordering online. Other online companies have a reply paid return facility. Suggest Good Guys lift the game as it’s been a bad guy experience.

Very inefficient customer support – Bought a TV in a sale and arrived faulty. Shipping is quick the only good experience in this purchase so it deserves one star. However, the TV is faulty and it takes me so much effort to get TGG to follow it up. Went to the local store and staff said online purchase was not in the store system so they could not do anything. Submitted complaint… Read more

online and TV manufacturer TCL contacted me after 2 days to check my invoice everything and asked me to contact local store again.

Called store, waited long and the support said he would arrange a home repair inspection. It didi not happen. Just another support call lodged at TCL. After several calls with TCL, videos uploading and photo emailing. TCL asked me to call store again to speak to a lady.

Called store two times in the morning and around lunch the next day. First time no pick up. 2nd time got told that the lady was too busy to answer me.

All in all, TGG has this partnership with TCL and they just hate each other and always expect customer to check everything actively with the other party.

Still waiting for the lady to follow this up. Basically nothing has really happend after 3 rounds contacting both supports. Indeed a bad experience. I believe I would avoid buying from TGG for quite a while.

I wish I’d read the reviews here before buying online (or more accurately, I would’ve avoided buying from them). I bought a DELONGHI 2400W Dragon 4 Oil Column Heater on 11 May when the weather was quite cold. I got an email confirmation saying that it would be delivered on 18 May. When that didn’t happen I called and was told that it would be… Read more

delivered the week after instead. Well, there was no delivery today (23 May) so I called again to see which day this week would my heater be delivered.

The person who answered my call simply said that they asked three of the stores to supply the product but the stores sold their stock to physical shoppers instead. So either the Good Guys sold me a product that they didn’t own, or that they sold the product that I bought to someone else, both of which would be illegal. The customer service agent patronisingly asked me to choose another product, and I said that I didn’t not want to deal with criminals or scammers who take cash from customers without being able to deliver. They flat out refused to refund with interest, so this is the way to get cash without borrowing from banks (and pay interest on loans).

You can see that the product is still shown as available online, so they can keep selling that they don’t have: https://www.thegoodguys.com.au/delonghi-2400w-dragon-4-oil-column-heater-wtimer-trd42400mt

I will be reporting this to ACCC and I hope others will do the same so that this terrible company will be stopped from scamming others.

They damaged my wall while installing the range hood and left many scratches on my gas stove. This is extremely disappointing. Because of their mistake, the installation was delayed for two months, and now both my wall and gas stove have been damaged. This is unacceptable

I cannot express more emphatically how frustrating my experience with this store was recently. We ordered a fridge along with some other appliances which we collected that day, the fridge was in stock at another store so we had to wait to hear from the store as to when it arrived so we could pick it up. A few weeks later we moved house without a… Read more

fridge in our home yet so, I called to inquire about the fridge. Across three phone calls I was informed it had actually arrived the week before but was unwrapped and put out on the floor on display. I was reassured it was in perfect condition and would be rewrapped and put out back awaiting our collection. We collected it the next day and transported to our unit, it was definitely wrapped well with about 20 metres of bubble wrap. However when I opened the door it didn’t open properly and it was then obvious the fridge had been dropped at some point as the bottom hinge was skewed and the whole right side showed damage (significant dents all along the edges). The door did not open properly and when it was closed and the lower hinge protruded out from under the fridge. I rang the store and was met with a stern response about what I was required to do next to be considered for a replacement, I don’t know who spoke to me but they were female and spoke over the top of me during the conversation. I emailed the pictures the through and was then offered a replacement fridge and that it would be delivered, whilst the one we had would be picked up. During the course of several conversations we discovered there was no availability of a replacement fridge but we could be offered an alternative. The options were discussed and we decided on a solution, and was then told we would pay the difference for it. I objected to this given the trouble we had had already, suggesting the cost should be bourn by the store. I was told to wait and an alternate solution may be negotiated. The final offer was a suggestion that we pay a total of 250% of the original cost of the fridge we purchased to pay for the alternative. I then requested a refund and to have the fridge collected, which thankfully it was in good time. We sourced a comparative fridge from another store the same day and brought it home. Meanwhile the refund, which I was originally informed must be processed in person in-store, took more than 3 weeks and again, my insisting it be followed up by the store. Finally, we again were offered a solution as compensation for our trouble (a $100 voucher). Again, the solution involved us spending more money at the store. This whole experience was an absolute waste of our time and was frustrating over and over again across several weeks. It will be some time before I decide to shop with them again and I certainly don't recommend anyone else shop with there either.

We bought a Lenovo Yoga from the Good Guys at Castle Hill for my Daughter’s school laptop which stopped working within the warranty period, so we brought it back to them. They agreed to send it in to Lenovo for investigation and repairs. When we dropped the laptop into the Good Guys Castle Hill there was no physical damage at all to it. A week… Read more

later, we received a call from the Good Guys Castle hill advising us that “Lenovo were refusing to fix the lap top under warranty as the Good Guys staff had found physical damage to the case” and sent us an e-mail with photos. The damage was obviously caused by the Good Guys Staff who probably accidentally dropped it and of course they weren’t going to be honest with us about it. My Wife and I tried arguing with the staff that the laptop had no damage before we dropped it in to them, and that the dented lap top case was obviously caused by one of their Staff dropping it, but as we didn’t take photos of the laptop when we dropped it in, we had no proof. Will never do business with the Good Guys Castle Hill or any other Good Guys for that matter! Will shop with your competitors; JB Hi Fi and Bing Lee instead!

Very disappointing experience at The Good Guys Helensvale. I have been a long-term customer and have referred a significant amount of business to this store over the years, so this experience was particularly frustrating. I purchased a Cygnett power bank and a travel adapter. Both developed a fault where the USB-A port intermittently fails. The… Read more

travel adapter was tested and replaced, however the power bank issue was dismissed simply because the fault did not occur at that exact moment in-store.

I clearly explained that the issue is intermittent and occurs when all ports are used simultaneously over time. Despite this, staff only tested the product using a single cable and did not attempt to replicate real usage conditions. I was also asked to bring my own cables, which is unreasonable.

What made the situation worse was the conduct of staff:

* I was told words to the effect of “I don’t care how much business you bring.” * I was told that using a store cable for testing would be considered “stealing.” * Comments were made along the lines of “this is Australia” while explaining consumer law, which felt unnecessary and inappropriate.

The overall tone from multiple staff members was dismissive, condescending, and at times intimidating.

The only positive part of the interaction was [Name Removed], who acted professionally and indicated he would follow up with the supplier.

This was not just poor service—it was an uncomfortable experience over a straightforward warranty issue. Based on this, I would be cautious in recommending this store.

I ordered a Haier 90cm Island Canopy Rangehood Stainless Steel. Paid just over $1k with delivery and thought it was a bargain. Unfortunately four months later it still hadn’t been sourced by their supplier and there was no substitute supplied. My kitchen was unusable for all four months without an extractor fan and now I have to wait another week… Read more

for my refund to clear. Really disappointed with the lack of information regarding the item sourcing issue, ridiculous delay and token ’sorry, maybe you can order another one instead’.

All reviews are absolutely correct, avoid at all costs photos added

Purchased a TV 2/03/2026 and it still hasn’t even been sent it’s now 17/03/2026 I’ve phoned them and they can’t even give me a date when it will be sent. Never again Bad Guys! Photo from today still says preparing my order. This is rubbish, if it wasn’t in stock or there were going to be delays they should say that on the ad! Very disappointed

what is even the point of the online shop? a 1.5, for having more useful filters then the other websites. but such a low bar, there should be more filters. what is there is not public friendly for shopping and comparing what is available. product information is just completely missing. i didn't mind delivery so a location wasn't even a factor. the… Read more

online agent tried to fob me off and call my local shop for information about the product, i mean, that is not the point of having a website and online chat at all. when I asked to chat with someone else they finally tried to help, spent 10min before replying [even the agents don't have this stuff right there? lazy?] i had to promt them to link me the filter for the product i was looking at buying from them, and before I could ask anything else, they shut down the chat.

I wanted to purchase cooktop to fit into my existing space. Took in manual of my existing cooker so staff could determine a cooker that would fit into that space. I picked an Asko cooktop that I was guaranteed would definitely fit. Gas plumber arrived to install the Asko cooktop. It did not fit. I made a couple of calls to the Good Guys for them… Read more

to advise me what I should do. No return call was made until 4 hours later. By this time I had given the gas plumber the go ahead with the installation. He had to go and hire a grinder to cut through the granite to enable the Asko cooker to fit. The installation cost me an additional $300 which the Good Guys would not take responsibility for. Would love some feedback. Do you think the Good Guys should have reimbursed me the additional cost for their mistake. I’ve attached a picture of some of the granite that needed to be cut away.

My brand new laptop was ordered online and it came from the WARNERS BAY store. I opened the box and got my laptop out and lift the lid and it immediately came on showing the Home Screen screensaver, I touched nothing and never turned anything on,… Read more

I thought that’s weird it’s been in a box for more than 6 months since manufacturing why did it come on ?

Now it won’t turn off not even with the power on/off button, very annoyed with the store, I bet they sent me someone else’s return item because that what it looks like. Even in the settings there is nothing to disable the flip to boot and it also is incompatible with the Lenovo Vantage App that is one way of disabling the flip to boot and it also doesn’t have the F2 and F3 numbers etc which again is another way to disable.

I hope I don’t get any grief with a refund or replacement.