The Good Guys Concierge Gold Service Extras

Was talked into gold service extras under the impression it applied to all my purchases. Not so. I purchase 2 x cheaper ear buds and AirPod pro 3 at the same time. Apparently the $30 purchased benefit only applies to 1 of the cheap ear pods, not the expensive AirPod. When JB hifi advertised the AirPods cheaper the following week I tried to claim… Read more

the price guarantee. 1 the guarantee doesn’t apply to the expensive product. 2 the only approved retailer that you can compare against is retravision. So in short a scam and a waste of money. I’ll see if the ACCC will be interested in this obvious fraud.

Do not get gold service I have it on 5 products and even though I can see it in my account they say there are only 2 products with it and they haven't been sending the $20 vouchers. Total scam I will be reporting to ACCC and consumer protection and hopefully they get investigated like the other companies at the moment.

I dropped off my fault vacuum cleaner 2 weeks ago and was supposed to get a swap toa new on straight away but it wasn't in stock so they said the Gold service team would email me a voucher for the amount so I could go to any store and apply it to a… Read more

new one. I called up a few days later asking about my voucher but they denied they ever said they would issue one and the Gold Service team put it back on the store who then told me they were coming into stock in a couple of days and they would call me when it is ready. Well of course I didn't get a phone call so i called up the store again the following week and they told me the case was closed and nothing they could do. I then spend an hour mostly on hold with the Gold Service team who then said they would look into it and the store would get back to me within 3 business days. I am still waiting for that call and I know I will be chasing this again next week. What a hopeless service, don't believe the hype, they really don't want to honour the Gold Service promises and go out of their way to make you have to jump through hoops to get any satisfactory result.

After back and forth emails, complain made to consumer ombudsman and three months passed by finally they agreed to replace the item with equal value item purchased for.

Bought a vacuum in June 2024. Numerous issues which accumulated overtime rendering the vacuum useless and not fit for purpose. Made an online claim at 6pm and by 8am the next day I was approved for replacement / refund. Went in and did a replacement straight away. Staff were amazing. I bought an additional 5 years gold service for my new vacuum. I won’t purchase anything without it.

I actually rate this service. Their phone delays were horrendous but I ended up putting claim in online and within 3 hrs had an email and text saying I should take my broken item into the store for replacement with a brand new one. Even in store was really simple and the staff were apologetic (wasnt their fault item broke?)

Fantastic no complaints at all Washing machine broke down service people came out 4 days after contact machine was deemed to be not repairable had replacement machine delivered 2 days later.

Have had 2 of 3 aircons installed in our house start leaking into the house. 2 weeks later and we're still getting told we're giving them the "wrong address" and they won't even start processing our claim. We've spent $600 for Gold Service that they're refusing to even provide. Looking at legal options to pursue this.

Paid for Gold Service Extras and received no support when it mattered. We purchased a Hisense 384L freezer from The Good Guys in March 2025 and paid extra for “Gold Service Extras,” which was meant to include post-purchase support as well as delivery and installation. Shortly after installation, the freezer door would not stay closed properly.… Read more

We would check it was shut, then later find it slightly open and the contents defrosted. This happened multiple times and resulted in food spoilage of at least $500 worth, and that is a very conservative minimum estimate.

We contacted The Good Guys expecting support under the Gold Service Extras. Instead, we were told to deal with the manufacturer ourselves. The manufacturer said they would send a technician but never did.

We went back to The Good Guys and asked them to manage the issue, but no action was taken and no technician was arranged.

At one point, they suggested sending a replacement seal for us to install ourselves. For a new appliance, after paying for installation and support, this is not reasonable.

In the end, a relative identified the issue. The freezer had not been installed properly and was not level, causing the door to open. One of the feet also appears faulty, and we are currently using a workaround just to keep it functioning.

This experience suggests that the installation was not done correctly and that the post-purchase support we paid for was not delivered.

Very disappointing overall.

purchased an LG fridge from The Good Guys in 2024 and was strongly encouraged to buy the Gold Concierge service, which I was told would provide extended warranty coverage and make the repair process smooth and hassle-free if anything went wrong. Unfortunately, my experience has been the complete opposite. My fridge stopped working on 3 February,… Read more

and I immediately raised a case through the Concierge service. A contractor (Wolleys) was sent to inspect the fridge. During the inspection, the technician quickly identified that the compressor was faulty and said it would need replacement and would be fixed as soon as possible.

Since then, the process has been extremely frustrating and stressful.

Because technicians only operate during work hours, I had to take two weeks of working from home (which is normally not allowed in my job) just to be available for repairs. Despite this, I received no follow-up calls or updates. Later, I was told someone would come during week 3 (around 2 March) to fix the fridge.

I again arranged to work from home even though I had no leave available. The technician did show up—but without the required replacement part, meaning the repair could not be completed.

When I contacted both The Good Guys and Wolleys, neither side seemed to know what was happening. I was then told the next available repair appointment would be 12 March, a date when I am not available. There appears to be no flexibility in scheduling, and the service is only available during office hours—when most people are expected to be at work.

At this point it has been over five weeks, and my fridge is still not working. I have not been offered a replacement or any meaningful solution.

The Gold Concierge service feels like a scam. It was sold as a premium, hassle-free support service, but instead it has caused constant follow-ups, missed work, and unnecessary stress. Each time I contact The Good Guys, I’m simply told that nothing can be done.

This experience has been extremely draining on my time, mental health, and patience. Customers are promised premium post-sale service, but my experience has been the opposite.

Based on this experience, I will not purchase from The Good Guys again, and I would strongly advise others to think carefully before paying extra for the Gold Concierge service.

My LG dishwasher, purchased in November 2021, recently showed an AE error (water leakage). I was initially worried because my 5‑Year Concierge Gold Service Extras coverage ends in November 2026, and many of the online reviews for the Gold Service were quite negative. To my surprise, my experience turned out to be very positive. After submitting… Read more

the claim and calling the support line, the team responded quickly. They guided me through some basic troubleshooting, and shortly after, they arranged for a technician to come over and replace the faulty parts.

In the end, I’m genuinely glad I purchased the extended service.

I will never purchase any electrical appliance from Good Guys with Gold Customer Service. It is a waste of money The staff are obstructive and have zero communication skills . I am now waiting 4 weeks to receive parts for a dish washer that could have been posted out . After 4 weeks I’m still receiving emails and phone calls about parts required… Read more

. This is despite emailing photos of broken parts several times . The lies I have been told and promises made is extremely upsetting and very unprofessional . My “ service call has been cancelled twice and I’m still no closer to be able to use my new dish washer . Lesson learned !

It I could put a 0star review I would ; it’s such a scam - you pay upfront for in store credit which is your money that they hold onto and then they give in back in increments; the choose when they release the money. I purchase a robot vaccum in November 2025 and at Feb 2026 I still have not received any instore credit. Gold service also marketing with no backbone- both I store staff and the phone support were far for helpful.

SCAM SCAM SCAM…. They lie to you about this product at purchase. They are just about making money. Was told this is extra warranty to extend over the manufacture warranty…. This was not the case. They only want to provide cover when the product is under manufacture warranty so double dipping. When asked the question on whether they would cover… Read more

instead of sending back to the manufacturer… I got no response. This is a waste of money and they should be held accountable.

This entire debacle of my repair sits with SquareTrade and The Good Guys, who engaged Mercury Appliance to carry out the repair. I still do not have a working appliance — or even possession of my property — after the technician attended. The Mercury Appliance technician dismantled my inverter oven and then left with it, advising that parts needed… Read more

to be ordered. I was left without my appliance, with no clear explanation, timeline, or follow-up. Based on how the job was handled, I seriously question whether the technician even knew what they were doing.

Before attending, the technician was more concerned about parking and stated that if he couldn’t find a car park, he would not attend at all. I also received no prior communication confirming who the technician was or providing proper appointment details.

SquareTrade and The Good Guys are responsible for the trade they appoint, yet there has been zero accountability, extremely poor communication, and no clear ownership of resolving this issue. I have since been told a quote was provided to the warranty company, but given how this has been handled, the entire process feels very suspicious.

This has been a frustrating, disorganised experience from start to finish. I would not recommend relying on SquareTrade or The Good Guys for appliance warranty repairs. Good Guys and Sqaure Space have since blamed each other for the mess and absolutely disgraceful!

We shop at Good Guys Kawana fairly regularly. We had a negative experience with a Dyson vacuum but the sales person convinced us to try again & purchase Gold Service extras for peace of mind. He said if we drove over it with a car, it would be replaced with a brand new one. Obviously an exaggeration but we didn't want the battery to die within a… Read more

few years again, despite practising good battery health. I have lodged a claim about a week ago, when the same issue started to present itself in our 18 month old Dyson. Gold Service are telling me that it's not under my name and is under another name. The Dyson was purchased under my phone number & Good Guys account - it's impossible to be under another name, unless it's through some kind of error on their system. I believe this is just an avoidance tactic and I regret recently purchasing the Gold Service extras on 3 large purchases recently. Shame on you Good Guys!

This service is worse than an online scam. I bought a laptop from The Good Guys (a store I generally trust) and also paid extra for Gold Service Extra insurance. The laptop started overheating within 20–30 minutes of normal use. The device was sent for assessment and I was told the problem was due to “physical damage,” which is completely… Read more

unreasonable. I contacted the insurance provider multiple times to ask for an explanation, but they ignored my calls and emails.

We use several laptops at home, including a MacBook Pro M2, and I have never heard of overheating being caused by physical damage. This response shows a lack of technical credibility and accountability.

Case number: 11470117. This type of service seriously damages The Good Guys’ reputation and should not be operating in Australia.

Over one hour waiting to speak with someone about my issue about a product with the gold support. It doesn't feel like a gold service. Requested a call back this morning and l never received a callback so l suppose l have to wait.

DO NOT PURCHASE. The only purpose of this is for Good Guys to make money. This extended warranty was heavily pushed by staff when we purchased a Breville Barrista Pro two years ago and we have been thoroughly disappointed by the customer service from “Gold Service”. At the time of purchase we were told that the main benefit of the extended… Read more

warranty was that it included fast repairs and replacements. Two years after our purchase, our machine broke. Good Guys gave us the details for the repairer, who assured us that it would be repaired within about two weeks. From that point on, nothing was done by either the repairer or Good Guys without us constantly calling and checking for updates. Each call involved long periods on hold, constantly repeating the same information and being transferred to different staff/teams. After 3 weeks nothing had been done and the repairer closed without completing the repair, for a further 3 weeks. After that I had to contact the Good Guys and/or the underwriting company Square Trade on multiple occasions to make sure that they followed through with the promise to replace a product that could not be repaired within 20 days. On every occasion staff on the Good Serve phone line or the chat function were obstructive and very unhelpful. At times I was told information such as “contact the place of purchase” (which I assumed I was doing) and that it was not possible to get help on their chat function(despite other occasions when this worked and also being told to use the chat function when you call the phone number). After multiple calls/contacts over chat the Good Guys agreed finally to submit a replacement request however that request was then not sent to Square Trade for another week (and no one realised until I called again for an update). Once the replacement was finally approved, the replacement options were incorrect and Good Guys were offering to replace the machine for an entirely different product which was much smaller and was half the price, or to give us a gift card for the purchase price. We opted for the gift card. When that was accepted, there were no terms or conditions provided, other than that it was valid for 12 mths however when we attended the store to use it we were told it wasn’t a gift card and it therefore all had to be used in one go. Again staff were unhelpful and dismissive. After some time we found a staff member who was helpful in choosing a new machine but were then told that there will be a 4 week delay in arriving. In total it will probably be about 2 mths or longer wait without machine. In short - this is a waste of money.

Do not pay for extended warranty with the good guys... They use domestic and general who will take your money and find a way to get out of fixing your faulty product. You're best off relying on consumer law and dealing with the manufacturer yourself. Completely disappointed with this outsourcing of extended warranty that results in nothing but being taken for a ride.

Rip off. They do not repair or replace your item. You wait weeks and they expect you to provide your confidential username and password to ignorant worker (Charlotte at Carseldine) and when you refuse ( she hung up) they sit on your case and do nothing. You complain and get a generic response. Dont buy from them as their computers are cr#p and definitely do not pay for this bogus scheme. SCAM

I bought the Fisher & Paykel dishwasher, together with a rangehood, in Feb 2023, along the Good Guys' 3-year Concierge Gold Service (see attached receipt). In Nov 2025, the dishwasher had a technical problem (FCO error) and stopped working. I contacted the Good Guys' Gold Service, and they said that the 3-year extended warranty that I bought was… Read more

only for the rangehood ($299), and not the dishwasher ($999). This is ridiculous, since no normal person would buy the extended warranty for a cheaper and not the much more expensive product. I have contacted them numerous times and they still refused to fix it under their extended warranty. This is considered cheating, unethical trading.

30 Day Price Guarantee seems a scam, you wont get any confirmation email that your claim is lodged nor they provide any case number, Chat option dont allow to query. now its been 4 days and no response on the case and 30 days are passed now. Wont recommend it.