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Check if your delivery is coming from store or warehouse
Good Guys offer Premium Service but here’s what happened with my Premium Service. I had purchased over $6k of product from them. They use Toll for delivery and the Toll guy came and dumped all the appliances inside the house and garage and left. He told me there would be another two people coming to install on that day. They did not come. When I called Toll the next day they had NO clue what I was referring to and were very unhelpful. When I rang the Store they told me they had contacted Toll (but didn’t bother to come back to me to let me know...they had contacted them). Toll did not bother to contact me about the Premium Service, nor did they turn up. We have installed the appliances ourselves and needless to say now have a mountain of trash we have to get rid of. The Store Manager told me if the products were coming from the Store this wouldn’t happen. He told me when they have to have orders delivered from the warehouse this happens. Perhaps Good Guys need to change who they use for delivery and Premium Service if they are aware of this issue? If I had of known this would be how we would be “taken care” of by Good Guys, I never would have ordered through them.
Do not buy from the Good Guys especially online
Purchased a product on the 22nd of July during a promotional period which included a store credit where you spend over $300. Requested for the item to be delivered, safer with what is going on. The Good Guys charge me for the product that night ($600), but a week later I realize I haven't heard anything, so check my order status and it states its on back order... fair enough except when I purchased the products there was no indication the item was out of stock, rather it would ship from the warehouse... Its the same if I checked online today...... I have tried to call them a number of times but its always a long queue, and left 2 online enquiries only to be sent an SMS to say that due to them being busy, they'll get back to me with 10 business days - I'm sure they have staff not doing anything since half their stores cant trade direct to the public... to make matters more interesting, when I checked my order history online, I noticed they changed the ordered date to the 1st of August... They moved my order date... no doubt this is so they don't give the cash back... Its appalling service, stay well clear from them... spend your money elsewhere, I'm sure you'll find the same product you're looking for at place with better service... Im not naming my product as I'm still going through the motions, but I wouldn't want others to go through the same... it shouldn't be this hard to buy something like this. So dishonest.
My fridge stopped working after 10 months bad customer service
My fridge stopped working after 10 months so I called to explain as I had the gold cover which they advised me to get i thought It would be an easy process unfortunately this was not the case. close to a month later still the issue has not been solved.
They sent out a repair guy who told me this is a common problem with these fridges so went to the van for a steamer I then watched as he de iced my freezer and told me that the pipes at the back block up and stop the fridge from getting cold and this is likely to keep happening.
I now have a fridge that will stop working every year and the good guys store I bought it from say they can not do anything to help me.
Good guys service and delivery Mother’s Day
I spent over $15,000 in electric goods for my dying mothers unit which was under repair. I purchased a $2000 Samsung tv Mother’s Day which I requested due to physical disability to have it installed. They just dumped it on the floor and refused to lift it on the cabinet. I called immediately they stated they would send someone to lift and fit it. 2 days later I fell over it and it broke it was 3 days old. They refused to replace tv and I went to Harvey Norman whom said they should of replaced it and bought another one which Harvey Norman ...mounted. I still have the tv in the box and was only buying it as mum died a few days prior. They didn’t care about their customers or the business I had provided and were confrontational and it was their service that placed a disabled person in a dangerous situation that resulted in a fall as someone who never arrived was meant to come the Monday. I have all of this in writing and they refused to allow me my consumer rights. This is the tv Harvey Norman did that the good guys could not.
Rude and unreasonable
Had my vacuum for 7 months and the hose went faulty. They told me they had to send it away for repair and that it would take two weeks. I am into my sixth week, I have phoned three times to ask what is happening with my vacuum, to which they would reply “we’ll call you back with the info”. Not once have they called. I then went in on three separate occasions and I got the same answer “we’ll call you” and still no call. The last time I spoke to the floor manager and he was rude and dismissive and still could not tell me the whereabouts of ...my vacuum. I told him that it has been an unreasonable amount of time and I am within my rights to receive a refund. He basically scoffed at me and said that 6 WEEKS wasn’t an unreasonable amount of time. I have been completely diplomatic through the whole experience. Terrible terrible customer service.
Absolute rubbish to deal with Concierge Service and a total waste of money
Goodguys need to really look into their Concierge Service, I am not sure whether its a 3rd party contractor or GoodGuys own this Service department. Regardless, its undermining their image.
I have purchased an iRobot for approx $1300 with 3 years Concierge service in Jan 2019. I had to take it back to the store on Kessel Road Brisbane last month as it was playing up a bit, felt more like a sensor/software issue.
It took them 6 weeks to get back to us after several follow-ups. They wanted us to pay $120 for the service fee as they couldn't fi...
The reviewer stated that an incentive was offered for this review
Should be 0 stars
Bought a product advertised with $80 store credit and made sure I complied with all their conditions.
Got denied because I "unsubscribed" from marketing emails - which I didn't do ...
Last time I spent money with them.
Don't support this business, they don't support their customers
Tried to buy some kitchen appliances for my elderly father online, as Covid doesn't allow in-store purchases. I usually live overseas, therefore my card address for billing is not in Aus. Their website is preselected to only allow Aus addresses so when I enter my card details, it looks like it went through but then refers back to an error because the card doesn't match the address (of course it doesn't - there's no state called NSW in the United Kingdom!). Because their IT guys are so closed minded, they didn't take into consideration cards ou...tside of Aus being used for payment. Usually I could just walk into a store & buy these products with my card so it's not my card that's the issue. Meanwhile I call the store, they tell me to call customer service who had me on hold for 20 minutes then hung up on me, never even answered my call. I ring back - same thing. Don't support this company, they have zero interest in their customer & the only way to get them back is to hurt their hip pocket. Buy at Harvey Norman, Appliances Online - anywhere but here & they'll get the message when they lose lots of money.
Online processing has problems.
Purchased from Sydney (1st of July) and processed by the Cairns Store. Took four phone calls over a three week period that stated that shipping was in progress. The goods were supposed to be in stock and ready to be delivered. The online support contact just tells you to contact the store and it took days for them to respond to the request. Finally delivered on the 23rd of July. Should have cancelled order and purchased from a normal online retailer - could have got the goods within a couple of days.
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Terrible service, no help whatsoever
Got a brand new fridge, stopped working 6 months into purchase. They have been "trying to sort out my issue" for 4 months. Still no word, contacted multiple times.
The delivery driver couldn't be bothered to walk a different path to get my fridge inside so left it just inside front door still in the box. i now need to get help to get it down to my kitchen and to depose of all the cardboard etc.....really disappointed
Found staff to be very helpful and explained the products and asked what we were looking for with the product.
Poor product tracking
Purchased a brand new TV this year and after a month the remote stops working. Took it back to the store who advised they would send the remote away and a replacement would be sent out to me. Fast forward 3 months later and few more trips to the store and it was discovered the person we handed the remote to did not make any records nor was their proof the remote was sent away for replacement. Fortunately for us a young lady who served us on our last visit was able to get everything sorted and a replacement arrived 2 weeks later hence the 2 star...s mainly because of the young ladies professionalism and solving the issue. Another point to mention the store did not have any spare remotes on hand nor did they sell universal remotes that worked for the TV brand. A suggestion would be to stock replacement remotes especially when customers are spending in excess of $1K for items isn’t too much to ask.
The Good Guys Concierge Warrenty not worth the money. Too much hassle dealing with Manufacturer and 3Rd party repairer.
We purchased a LG TV and within the 12 manufacture warantee. The TV started swiching off by itself. I Could not get a 12 month replacement warranty.andwas really disappointed. They said they will only offer store credit/ refund if the TV is repaired 3-4 times. More than. Almost a year later now 3 repairs later and my TV collected for 4th time. Endless communication over the period with The Good Guys, LG and their 3rd party repairer has frustrated the situation even more to the point yo go to ombudsman / office of fair trading. Now waiting to g...et a refund or store credit is still pending. And two weeks still now without a TV. Waiting for a 4 repair. I personally don't believe in the Good Guys warantee given the time, effort and ongoing inconvenience and struggle I've had to go through to get either a store credit or refund. Will in future never purchase an addititional warantee with them instead add it to my household insurance.
LG Washing Machine 9kg
Fantastic washing machine. Really easy to use, fast cycles but also really deep cleaning as well. What I really liked about this machine is the function to self clean the machine. Very eco friendly
Questions & Answers
If my warranty is 24 months,how long is gold cover for ?
I was told I've only got 5 years when I purchased the gold concierge service extra. I'm not sure why the 2 years manufacturer's warranty is not included. I thought I would have 7 years of warranty in total.
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