Awful after sales service. Stay away
Bought a $1200 fridge and had it delivered. Fridge has a mechanical fault so organised for a replacement to be delivered. Took a day off work and they never showed up. I have literally spent hours on the phone trying to get a replacement and have been fobbed off and ignored constantly.
Everyone has been rude, inconsiderate and useless. They obviously don't care. Even if they offer a cheaper deal I wouldn't take it because the service is abysmal.
Baiting advertising and terrible customer service
I bought an item online on black friday for $299 which was supposed to be delivered on the following Wednesday, item wasn't delivered and when I called to ask the status of my order they told me the item isn't available and that I had to get the refund. Today the same item costs $389. I could have bought the item from 299 from Bing Lee but I decided to buy it from The Good Guys. Now I don't have the item and I will have to pay more for the same item else where. On top of that the customer service person couldn't care about the situation and sai...d it was my only option. She offered a higher version which they had available but I would have to pay another$250, which I didn't want. Terrible to see a company that doesn't have systems integrated... Surely they should know how much they have in stock before selling it. Extremely disappointed
$200 microwave stopped heating less than six months from purchase. They said LG has to try and repair it before they will replace it. Frustrating but not their fault. However the microwave has now been sitting in their store for five days, despite the repair centre being fifteen minutes away. The first time I called they claimed to have been so busy they couldnt deliver it and promised it would be on the next day. When I called two days later, they said the truck had been but they had no idea why my microwave had not been put on it. I am on the verge of collecting it myself and taking it to the repair centre. I will never purchase from Good Guys again, because they obviously cannot look after their customers.
- Physical store
- Verified customer
Very bad Service
My order number is S0260582990. I was promised by the sales team In Good Guys Blacktown that the new washing machine will get delivered and installed by the next day. Its been almost 4 days and still not yet installed and old machine picked up even though I paid for premium delivery. Worst case - every time we call good guys now they transfer our call and no one responds or picks up. I will never recommend anyone to purchase anything from good guys. This was my last purchase.
Contractors are rude
Didnt get my tv in time and the guy turned up later from what he sent me no one was home so he couldnt leave it, all the contractors Are rude and disgusting.
this is bad
I brought an Ipad mini 3 and a year later I found out that it has touch id but in the settings, there was no settings for it and thus I found out that they gave Apple mini 1 which is discontinued and has no future updates WHAT A RIPP OFF I HAD TO PAY 364 DOLLARS FOR A 246 DOLLAR THING
Thank you Jackie
I took my Laptop in to North Lakes store on Sunday as it would not turn on ( and had 6 months left on it warranty ) and Jackie Served me she was The BEST she went through it step by step with me .and asked could i leave it with her and pick up later .and we did and she got it going for me I was VERY happy Thank you Jackie.
- Verified customer
Delivery guys in Melbourne are legends!
Our house has narrow doors, corridors and a steep and narrow staircase. Delivery guys, after initially inspecting the complicated route to the kitchen, said it's going to be hard but not impossible. They informed me, the walls and floor might get damaged in the process and asked if I'm ok with that. Five minutes later the fridge was upstairs, set up and ready to go. No walls or stairs were harmed. Total legends!
Bad customer service
Purchased a cook top and an oven in store and was told that we would be contacted for delivery and installation. No one contacted us and we had to chase it up. Turned out no one in the delivery department was notified. The installer was great however, professional and on time. But the oven was a little too big for the space so the installer took it back for an exchange and we were told the store would contact us to make arrangements. There was no call, surprise surprise...Called the store multiple times and each time I was sent through at least...3 departments by different people to transfer to the white goods department, which never picks up theirs phone nor was there any option to leave a message. So the phone just go dead. Im very unsatisfied and irritated by this experience and Im inclined to never buy from them again.
The not so Good Guys
Purchased an oven, fridge and TV. The oven installer was great its shame the same cannot be said about the store. Our expected installation date was changed only after I contacted the store because i did not receive the expected message the day before.The store than blamed it on the installer who was only called on the day before. Appalling! I was also told that a griddle that sat on the cooktop when I purchased was included. This didnt arrive with the oven - when my husband went back to the store they denied I was told it was included. The manager then suggested that my husband was trying to get something free! Seriously Good Guys - disgraceful customer service.
Telstra deals in-store
In order to buy a couple of kitchen appliances (Fridge and Dishwasher) for our new house, we visited the store in Macgregor, QLD for Black Friday shopping at 14:00 today 29 Nov 2019. After a detailed sales pitch from a Good Guys staff member; I signed up for the Telstra $65 sim only monthly plan for 12 months which promised $500 gift card which can be used towards the purchase. I was told that the gift card will be given soon after porting the number which occured whilst in store. But we waited in the store for a long time without any sign of t...he gift card. Then the same staff informed us that the gift card will be sent via email within an hr. I left the store hoping that the words of the staff member will be true. Since it didnt happen until 17:00, I went back to the store to enquire then another staff member told me that the delay is due to Telstra not sending an email to the store. In effect the whole scenario appeared to be passing the blame and a gimmik / missold product. Not sure whether I will be returning back to the store again!!
- Verified customer
The Good Guys - Customer Service and Support the not so good guys after all
I ordered an item (Samsung Side by Side Fridge) last 04/11/2019 and was scheduled to be delivered on 23/11/2019. I was informed by store personnel last 22/11/2019 arvo that they had a system error and they didn't have stock of the item that I ordered and it won't be arriving as per my schedule. I asked when will they have stock and when would be the soonest they can delivery it since we just moved to a new place and the fridge is where we will store our food. They told me they don't know and I can give them a call back on Monday (25/11) which I...did. I called that day and they still don't have it and asked for compensation since all our food meant for the fridge are now rubbish/spoiled because of it. The store personnel told me that they won't be compensating me since it is the manufacturer's fault not having stock. This is disappointing to hear because the item was ordered 3 weeks in ADVANCE and by then THE GOOD GUYS should have stock by the time my order is scheduled for delivery. As a retailer, you should be ashamed and you don't follow up or check your stocks properly with your distributors or manufacturers. As a customer, this is a really bad experience since we lost consumables on our end due to this delay. In addition to this bad experience, the fridge was delivered this morning (28/11/2019). The delivery guys didn't even take the box and other stuff with them. They just dropped the item to our place and that's it. I asked why they are not taking the packaging and I was told it was not part of the service I paid for. I paid for a delivery fee and amongst all retailers, the Good Guys is the only one that didn't take packaging as part of the delivery fee. This is really frustrating and now I have to take the large fridge out of the box and put it in place on our own. I was even thinking of buying The Concierge service and I feel like I will be treated the same bad experience so Never again. This will be the last.
Complaint handling at Good Guys HQ Pathetic
I would give -5 if i could
I had an issue at a store of good guys i call HQ and they agree to fix it as follows.
Dealt with Manager of Customer Solutions Manager was told i would get a phone case for my issues ....the manager calls me advises me i cant get a case as they dont sell them...i am advised i will receive a $50 gift card.
On monday i receive a store credit not what i was promised.
Call again no call back from manager call again receive an email saying this is what you are getting a store credit.
Call good guys HQ to speak to snr management cant give out names ...what is your name and number we will call you back
This is PATHETIC CUSTOMER SERVICE
Making customer fool
The Good Guys we have purchased a Samsung fridge in dec2016 with gold extended service. Our fridge stop working on 28 oct 19. On 29 oct we lodged the service. On 1st nov fridge started working. We cancel the job . On 4 th nov fridge stop working. I booked the job again. The job was given to Wolley Applicances. The mechanic came and found some motherboard at the back is not working . He installed new one. Also found the fan is broken . He took atleast 10 pic which includes the serial number. After week he came with the parts and it was incorre...ct part. He said nothing he can do, what wolleys gave him he got it. Job was rebooked again for today 26/11 and i got the call from them in morning advising we have received the wrong part and technician wont come. Then i made call to the insurance The Good Guys Concierge advise what is these going on. For 22 days you can fix the fridge. No one want to take correct step to resolve the issue. In these 22 days what i heard from these three party- The Good Guys Concierge , wolleys appliances and @the good guys . We apologise we trying are best. If they would trying the best the. The solution was there. Every one want to just follow there binding rules. They not suffer at any step. They got have our gold service money. After all these experience. The biggest fault is from @The Good Guys . Your sales person is not explaining that when you take gold extended service you have to wait and wait . One day as customer you get frustrated. No one will take any responsibility. The good guys job is sale products with extended warranty
Bad service at Caringbah store
Visited Caringbah store last week to purchase a sandwich maker. I needed advice, however not one of the passing staff even acknowledged me. After 15 minutes I left and went to Myer to purchase the item. Service used to be excellent at The Good Guys Caringbah, hence my visit. Service now is practically non existent.
Shocking customer service!!! Id give a zero if I could!
I recently went into the store at Wetherill Park NSW and I can honestly say I have never been treated so rudely in my life. I was attended by a salesman named Adam L and I will not be forgetting his name or face. I wanted to just walk off and leave but I only stayed put and purchased the item because my daughter had asked me to pick it up for her. I cannot even express how much the store needs to improve on customer service. Just shocking!!!!!
Kambrook 10 Cup Rice Cooker
Just use of one year, nonstick coating is started to pealing off. Not even a star worth. My warranty is just out and I'll have to now look for another rice cooker. The one I had before used for 10 years with no problems.
- Online store
- Verified customer
Worst Electronics Retailer in Australia
Purchased an 85" TCL P8M TV advertised at The Good Guys eBay. Item was in stock and delivery time of 5 days was shown. Purchased item and paid in full.
Was contacted by The Good Guys next day who advised there is no stock of this TV. When I advised them that they went on to sell another 50 Tv's after me, according to eBay stock levels, they claimed they were not in stock either. They advised it will take 2 weeks to arrive. No incentive/ discount offered due to their mistake.
Contacted them at least 10 times over the next 3 weeks to find ...out they are still not in stock. Was lied to multiple times about ETA. Was even told courier tracking details would be provided shortly. Eventually after 22 days was told item won't be in stock for at least another month. No guarantee can be provided that they will actually arrive before Christmas. Good Guys was not willing to discount it, provide alternative TV at the sale price or provide gift card of any value or anything else to assist us with their major stuff up. They simply dont care once they have your money. Avoid at all costs. I will never ever shop again with the good guys.
One Star is too much
I ordered on line - couldn't get it delivered but Marion Store had one in stock so elected to pick up. After taking my savings they informed me that it was out of stock and no longer available to order. Rang the Marion store but no attempt was made to offer me something else, manager was helpful but hands were tied as procedures would mean my money was lost to me for 5 days. The online store is misleading consumers and misappropriating their money. Will never deal with them again.
They said it was in store. Paid for it and got premium delivery and its not in stock. Waste of time. Then they hung up. Pathetic company. Horrible customer service.
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Questions & Answers
I purchased a stove had it deliver and installed and then noticed it is not fan forced it has not been used can I upgrade to a fan forced one
When y ou deliver a new appliace can you remove the old one?
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