The Good Guys

Lack of customer service, when clearly documented after 10am for delivery! People work and have commitments, I booked delivery date 8 days in advance for that reason.

Welcome to The Good Guys: where every simple problem comes with a bonus level Buying a microwave from The Good Guys should be a fairly simple experience. Apparently not. I ordered a Panasonic microwave online on 27 July. Delivery was promised for 31 July. 31 July came and went. Eventually the appliance was sent out. On 5 August the courier… Read more

apparently attempted delivery. My wife was at home waiting specifically for it. No phone call. No intercom. No knock on the door.

But according to the tracking system, the driver decided it was “unsafe to leave”.

So the microwave was sent to a parcel shop and I went there myself to collect the product for which I had already paid for home delivery.

At home I opened the box and discovered several dents and other physical damage to the microwave.

At this point I contacted The Good Guys.

And this is where the fun really started.

After a considerable amount of communication, the Online Customer Solutions Team kindly promised me a new, undamaged unit.

Excellent.

They then forgot to arrange the collection.

Not my words — their own representative admitted in writing that they had “missed out on booking collection for today.”

So I was asked to nominate another weekday.

Unfortunately, I work for a living and don't have unlimited weekdays available for sitting at home waiting for The Good Guys' courier.

My next suitable weekday was 28 August.

So, according to The Good Guys, after buying the microwave on 27 July, I should wait until 28 August just for them to collect the damaged appliance.

I asked whether someone could actually make a reasonable exception and help solve the problem.

No.

I offered to bring the microwave to their Tempe store myself by Uber.

No.

I asked for the case to be escalated.

Apparently I had already reached management and there was nowhere else to go.

At this point I discovered another fascinating feature of The Good Guys experience: their online support system.

If your problem fits neatly into one of their predefined buttons, congratulations.

If it doesn't, you enter a digital version of Groundhog Day.

Choose an option. Go back to the menu. Choose another option. Go back to the menu. Repeat.

Eventually I discovered the secret combination: I selected “Cancel Order”, even though cancelling the order was not actually what I was trying to do.

Miraculously, this finally got me through to a human being.

The human being was helpful enough to explain that the store would deal with the problem.

Unfortunately, when I asked whether the store was actually instructed to provide the new undamaged microwave that the online team had already promised me, I could not get a clear answer.

Instead, I was told that the store would provide “the best resolution as per your preference”.

So apparently the workflow is:

Online team: “We will provide you with a new microwave.”

Customer: “Excellent. Can you please confirm that?”

Online team: “The store will decide.”

Customer: “So does your promise actually mean anything?”

Online team: “The store will decide.”

This is less a customer-service department and more an organisational escape room.

Eventually I decided that I had spent enough time communicating with The Good Guys and took the damaged microwave to their Tempe store myself.

The final result?

The store checked their system and told me that there were no units of this model available anywhere.

So the “new undamaged unit” that I had been promised was not actually available.

After all that waiting, emails, chats, collection arrangements, missed collection arrangements, automated menus, human agents, management escalation and promises, the entire replacement process turned out to be impossible because there was no replacement stock.

I received a full refund in the end, so at least the financial part was resolved.

But the customer-service experience was extraordinary.

The damaged microwave was not the biggest problem.

The biggest problem was the complete lack of coordination between the different parts of the company.

The Good Guys managed to turn a $407 microwave purchase into a multi-week customer-service project involving couriers, parcel shops, emails, automated chat menus, multiple customer-service agents, a missed collection, an attempted escalation, an Uber proposal and finally a trip to the store — only to discover that the promised replacement apparently did not exist.

If this is what being a “Good Guy” looks like, I would hate to see the bad 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.

The worst online experience I have ever had ordering a product, i don't bother to write reviews usually but good guys have just been putrid. We received a printer that been returned multiple times and the things been thrown around like a piece of garbage, literally looks like its been thrown off a roof or dragged behind a car for a few kilometers.… Read more

After paying for delivery I took it to the Marsden Park store in my own time to return it as good guys refused to pick up when i requested. They said they would replace it and after waiting for a new one to come in they ask me to pick up from store, this is via email and after chasing up multiple times, i said no i paid for delivery so please deliver, no reply email or acknowledgement. So today they deliver the exact same beat up box and printer I returned a month ago even has the same sticker on it with last months date. These guys are pathetic i didn't realize that you could receive such terrible service in Australia in 2026. I've given up and will just try to use the beat up printer and see if it works.

Third time in 3 years ordering something online only to find out in the store. It doesn't exist or even ordering it in the store previously and being told that it would be delivered fairly soon but then nothing happened in like a month later. But today went to the store even though the online system said that it was in stock and ordered ready to… Read more

be picked up. I went to the reception. They checked it out all fine so it showed that it was in stock. I went to the warehouse and the guy looked at me funny after looking at my docket and said I'll go and check but he didn't sound convincing. He went and checked so he told me and said not there. So I went back to the front store asked for the manager. They got somebody else to go and check and lo and behold they found it how amazing. I think they were holding the stock for somebody else probably because it was such a discount.

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

Terrible after sales service. $1500 vacuum and mop developed fault 11 months after purchase. would not vacuum debris into vacuum bag but just gathered it in clumps and would not mop as nail from inside unit which attached to mop pads rusted +++ and… Read more

sheered off. Good guys not accepting this is a major failure and item not fit for use but insisted we send for repair and we would get back within a reasonable time but unable to say how long that is. Reasonable is that an expensive item would last longer than 11 months and that an item that deals with water as a major use would not rust.