Reviewer Photos & Videos
Better service from a deceased sea sponge
We brought a Hisense fridge.
After 2 years, still within the 3 year warranty, it stopped working.
Long story short, many many many phone calls and people passing the buck, we have been without a working fridge for 5 weeks now. The last week has been a sick around trying to get one delivered. This week, oh next week, oh Friday, no Saturday, now Monday.
Absolutely annoying poor service, no alternatives offered, no compensation, just hours every day of wasted phone calls trying to get a new fridge or this one fixed.
I’m not good at writing revi...
Bad customer service
we ordered dishwasher online and ordered parts from Amazon. it is quicker to receive order from America than Good guys? whats going on Good guys? customer service is terrible...
Would never go back to the good guys again. 300 dollars for concierge services. Took so long to fix a TV.. they said 30 days but funny how they called after 40 and still blamed us. Harvey Norman so much better. Strongly recommend against the good guys. Customer service is sone of the worst ever. Don't be fooled by low prices. Costs you more in the end.
- Online store
- Verified customer
Limited payment options
Tried to make a contactless purchase during lockdown. Selected item, placed in cart & proceeded to pay with gift cards we had purchased for this purpose. Only 2 gift cards were accepted, then we got a message that limit on gift cards was met & we had to pay balance another way. Would have liked to cancel at this stage & wait till after lockdown to purchase in store, but was worried that the 2 gift cards had been expended & PIN numbers entered. So we had to pay balance by credit card. Received email next day saying product available for contactl...ess pickup. When we tried to contact store phone advised they were closed, as did website. Upon driving past we noticed they were open for pickup. Now have leftover gift cards to use in store, and am not happy because customer service in NAARE WARREN a store is so poor. On our last visit we walked out & went to Bunnings because we couldn’t wait any longer.
They should be called the BAD GUYS !!!!
Dishwasher purchased and payed for online , To be delivered Monday 22nd Feb ? It’s now Wednesday the 24th and still no dish washer ,after plenty of phone calls we were told they tried to phone us , but that was a big lie as we received no calls or messages , the next lie told was we will be there on Wednesday 24th between 9:00am and 12:00 pm and guess what still no dishwasher after making another call they tell us that the dishwasher we payed for and was going to be delivered was out of stock and at no time were we told this , The amount of tim...e we have wasted waiting for something that was never coming is 3 days ??? This company is nothing but a joke with zero communication and obviously no idea of what’s going on in there business from front door to back dock . There is so many other great retail company’s out there that bend over backwards to help you and deliver great communication and customer service . We regret ever purchasing from this joke company and I will never ever purchase anything again from this 1/2 star outlet. You just have to read the rest of the reviews. Hopefully they won’t be around much longer .
The worst purchase ever made in my life!
My husband and I purchased a television value over $3000. Six months later a spot appeared on the screen and started to expand. The Good Guys took responsibility and organised the repair. 3 months on the same spot appeared and started to expand. We contacted the Good Guys again and were mucked around for nearly 4 months with no results. Now because the television is out of warranty they no longer want responsibility and now are stating it is customer induced without providing a reasonable explanation as to how? The Good Guys? More like The Bad Guys!! Be wary when purchasing ANY product form them. We have spent thousands of dollars on items from their stores and will no longer!
I bought a washing machine from them. They just dropped it off without installing it which is ridiculous. The machine is a mess, the legs are not even, one leg is loose and keep shaking and jumping around on the floor when it come spinning.
service and warranty
went to buy a bissell crosswave from the good guys at helensvale got no service was standing around with my mum and 2yr old waiting for service, saw an employee had finished on the phone and saw her staring at us and just as i was about to approach see her proceed to make a phone call whilst staring at me, finally managed to grab someone to help got an extended warranty on the product only to question the employee about it, warranty on the bissell product states that it is a 2 year warranty but was informed from the staff that the product was o...nly 1year, up on hearing this i was not happy as it is a very missleading statement and should be brought to the ACCC's attention immediantly, i then returned the product to the good guys in bundell and proceeded to purchade the same product at the JB HI FI in bundall as they abide by the warranty from bissell and purchased an extra 2 year replacement care through JBHI FI giving me a totaly of 4years through them
Concierge: Poor service
Concierge extended warranty service was poor. I had a problem with a dishwasher and concierge staff were unhelpful as they only kept referring me to the manufacturer. Call backs were promised but never eventuated. I felt as though they were completely uninterested. When questioned about the service they mentioned they are not even part of The Good Guys, despite their hold music advertising the company and saying 'thankyou for calling The Good Guys'.
Interest free on purchases
Important information for buyers "interest free" by this store, this is my experience others may have different. I went this store to buy split system and requested for price match which they did and requested for finance which they refused reason it only available on ticket price of product means the interest is included in the ticket price and if you are buying on ticket price and not asking for finance the store is making big profits. 0% interest on purchase is purely a misguiding statement by this store to sell their products.
Avoid avoid avoid
Spent over $1,400 on TV, stand as well as delivery and installation fees. I entered the delivery address but after I finalised the ordered I noticed the delivery address had been changed to my old house. No big deal I thought but on further inspection I saw on their website it said once order has been confirmed delivery address cannot be changed and I’d have to cancel the order , wait for a refund which would take five business days and reorder. I called them the following morning and they told me there was an ongoing issue with customers payin...g by Pay Pal having their delivery address being unwittingly changed. Just ridiculous that they can’t simply change the address on their system. I canceled the order and took my business elsewhere. A lot of unnecessary stress for what should be a straight forward simple transaction.
not worth it.
Sales pitch promises great value and saving. It's really just a promotional channel program to promote sales.
you need to just happen to be wanting the promo item when it available> the $$off promos are the same, they are short validity and when you do need to buy something most of the time, offer does not apply to that range or offer$Discount has expired.
SAVE YOUR MONEY
Deceiving offers on concierge services with false promotions
When I was doing the purchase I new about the conditions and that’s why I asked the seller sambridi at the Cranbourne store, because this product is available to pick up 2 to 3 weeks later what happens to the offered store credits. Then she said that I am still eligible to get it as it’s only being delayed for the delivery from the stores end not that I am unable and delaying to pick it up within the eligibility period. And she said I should receive it in about two days and I never received it. Then I was told that the product is available to p...ick up on the 29 of December more than a month after the initial purchase. Then they said I am not eligible to get the $50 store credits after I contacted the concierge to get it. Still they took almost two weeks to look at the matter and comeback with the outcome saying not eligible. I am not sure why that I am not eligible for a $50 store credits voucher when I paid for it just two days after the start of the promotion and I couldn’t pick up the dishwasher because the goodguys took ages to make it available to me to pick up. May be that’s how goodguys deceive customers with the inclusion of the condition of pickup/delivery time in the promotion and deliberately delaying the pickup delivery date of the product from their end to make the customers not eligible for the store credits offer. I wonder what’s the whole point of these concierge promotions and offers for the customers if you are deliberately making us not eligible to receive the benefits after spending the money. Yes it’s all about goodguys making more money by deceiving customers. I thought I should put this on the product review as well as on google not that it will make a difference in goodguys’ business but at least someone will find it helpful before signing up for their concierge fraud and deceiving offers.
Delivered used product!
I bought brand new vacuum cleaner Roomba i7 Plus via their store and they delivered to me a used one. The packaging was unsealed, the vacuum was very dusty in dirty, it was covered in grass and hair. Horrible! I called the the store and they picked it up and then no answer!!! so, I paid around $2000 and still have no vacuum, after I called again - they said they have no idea what is going on and that my order shows as complete. This is literally the worse ever experience I ever head with any store online or physical! I will never ever buy anything from them ever again! If I do not gat my vacuum within this week - I will have to complain to ombudsman consumer affairs
The installation work has not properly finished !
I paid $324 for delivery and installation of the oven that I bought in Good guy shop. In the installation time I was not in that property , my tenant was in there. After installation, my tenant complaint there is a gap on top of the oven that is not closed. I emailed a complaint to good guy but I haven't received any response up to now.
I called the installer, He told me this is not his job, he's job is delivery & plug electric in. I think I paid the $324 should cover the bit more job. it is very disappointed.
- Online store
- Verified customer
Poor customer service.
Ordered a $1300 freezer online and customer service very poor. Rang up a couple of weeks later after no contact and was told none in stock and that 'someone had tried to phone'. I have message bank and no messages left, understand supply is difficult at the moment and would have been ok with that if someone had spoken to me. Decided to cancel my order and that part of the process was very easy and had a helpful consultant who wanted to help me.
Wrong info: $800 device does NOT WORK! AT ALL!!!!
I was passed to their Good Guys 'Tech Expert' to advise if my Samsung J3 phone would work with their drone I wished to buy: After checking, he said YES. So I bought the drone.
Getting it home, undoing the packaging, the paperwork says it does NOT.
I now have an $800 device, of new, useless junk that DOES NOT WORK! AT ALL!
I bought a washing machine from Thomastown good guys with premium delivery service
the guys came with the washing machine didn’t know what he was doing there was water splash in the laundrey and my wife had to clean up his mess
a incomplete installation please find the attached photos
When my wife asked if the washing machine is ready to be used they they said yes
The clips are not put in place the drain pipe is led loose
I am not happy with this service , that’s what I am not paid extra for the service half don
- Online store
- Verified customer
Terrible service! Quick to take your money but not refund even when it's the fault. 4 weeks later still waiting..
Terrible service..... Ordered a printer online waited two weeks and nothing had come, then i rang good guys Casula were it was coming from only to be told that it was out of stock and could be another two week wait before I receive it. At no point did they advise me of my order being out of stock and I asked to cancel my order which they said they cancelled and would refund money.
A Week later still no email to confirm the cancellation, rang back again and a lady advised the order was cancelled but for some reason refund didn't go through and ...
you can't get hold of them is something isn't right
No email answered, on hold for ages then put through to people that can't help you. Hopeless service and no social media to complain to either. Don't use unless very desperate
Questions & Answers
Why doesn't anybody answer the phone at the Osborne Park store in WA? The number one the invoice is different to the one online and both don't answer.
I bought a Rinnai Portable Air Conditioner, and when I got home, I assembled the part and found that the duct tube and the window kit does not fit as the salesperson guaranteed me it would. I have rang them, and they agreed I can take it back, but I am having trouble reboxing it, as some of the items won't fit. Will Good Guys take it back with a few pieces out?
The bar fridge I bought from you on 17.6.17 with your 2 year warranty failed in December 2020, but given the State and Federal warranties by legislation, I wish to claim for Repairs or Replacement from you.
It should Not have Failed in 3 years, clearly a Major Manufacturers fault in the supply of this product.
If I were you, I would get the details of the fridge sales representative, contact the representative to see what they say. If they refuse, you have two choices: file a complaint to the ACCC or repair it by yourself. I heard of successful stories after taking the manufacturers to the ACCC.
Additionally, I consider The Dept of Fair Trading relevant and the QLD Sale of Goods Act. Do you agree?
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