TGG Management Chaos
I ordered an rangehood on 1 Feb, was promised to deliver by two weeks. After five weeks, everytime I call them, Sales blamed to Warehouse, Warehouse blamed to Supplier, Supplier blamed to TGG Purchasing Team. Trying to cancel the order, reception girl said according to their policy, if I cancel it, I will lose the deposit because the stock has been ordered. Complaint to HQ, finally got my refund in April. And the rangehood was never ordered, (sales didn't process the order corrently) according to their internal investigation. What a joke.
27 kitchen panels fell apart at 7 years
Don‘t assume your kitchen will last more than 7 years. 27 panels fell apart when the glue adhesive deteriorated cause the foil front panels to peel off. The manufacturer won't replace them all because we started to notice them a few months out of the ‘guarantee’ period.
Kitchens are imported flat pack junk.
Laminate benchtop around sink swelled within months. They declared it is “wear & tear” therefore not covered by warranty. Wrote it off as “water damage” - it’s around the sink! Very disappointing that GGs accept no accountability for this fraudulent kitchen company.
Installtion is a real issue
Goodguys needs to be held accountable for trade installers they source,the real issue is you pay up front in good faith expecting quality workmanship reality is there sub par lazy installer /plumber who will only do what he feels like doin .$269 gets you / you supply precut hole all they do is insert gas cooktop will not reroute gas line way you want then dont clip gasline or cable correctly .Remember this when you pay upfront no chance havin prior discussion with there trade person they will rip you off ,they will turnup do ...quickest way and terriable workmanship also be aware as i found out they get pass your signature by sayin goodguys will send you paperwork which when you recieve email job has been closed and you have been had .
Installers let them down
Don't do it. It seemed like an economical cheap option at the start. They told us we would save money as the cabinets would be custom built in NSW factory and delivered to our house in Balwyn North. From the start the service was bad as we were given poor advise about where to positioned our bench top. The installers were just as bad.. Once they have your money they will tell you it's your problem. We read the bad reviews but rationalised that only the minority of customers are writing to complain where the majority are the happily silent. Don't get suckered in. I think where they really fall over is the money hungry installers who won't help you with the slightest problem post installation.
I would never buy a good guys kitchen ever in my life again, poor and rude service and the quality is poor
Handles have rusted, cupboards didn’t align, the fridge space is way too short for a large fridge. The soft cupboards have fallen off 50% off cupboards in less than 2 years and had to make significant unexpected changes with the builder that stuffed up the electricity access. When you contact them they don’t call you back and they disregard your complaints despite when they sell you the kitchen they tell stress the quality of the product
11 weeks. No kitchen. Tenants pulled out of rental agreement. Who could blame them. Cancelled contract with supplier. Tried to, illegally, hit me up for $800 cancellation fee. Astonishing! An organization at war with itself. Sales, design and manufacturing blaming each other for the failures of their internal culture and who are openly contemptuous of their customers. Sadly, from my experience, a fairly standard Australian management model.
Bad customer service, terrible product availability, average quality. Basically you get much less fo
Unfortunately I walked into Goodguys one day and I thought to myself they have %20 off their kitchens and free design, I should give it a go. I have done ikea kitchen in the past and many DIY jobs around the house so I consider myself a very capable DIYer.
The designer was ok, did some rough measurements (simple layout) and had few good points. After a few hours at the house I got the pressure sale and was told the price is only the same if I sign up on the spot (why not telling me before and wasting 4 hours of my time). I didn’t as same lay...out would have cost me half of the price even after their %20 off from ikea. Their point of sale was that everyone else is rubbish and their products is made in Australia and of superior quality. The next day I was contacted by a manager who offered me additional %10 discount and even though price was more than ikea, I thought I would give it a go. They were kind of nice to this point. On the morning to sign the contract the designer was extremely rude and when I asked two questions she refused to answer and said I can make changes on the day the measurements are done. She was busy and had to go even though she booked the time with us. The measurer was worse than the designer and wanted to give me a cabinet over the fridge which was 10cm higher than the rest of the cabinet and when I refused I was told I am fussy. They advised me of making a few changes which I ended up having to spend a few hundred dollars at Bunnings, ikea and Aussiecut to custom build and fix those issues. They have sent me wrong parts and they are advising me of leaving gaps where I shouldn’t have and they have made so many mistakes in the parts they sent me. After sale customer service is horrible. They say they come back to you within 24 hours on their online portal and you are lucky if they notice you within a week. They never apologise or care for the mistakes they made and never try to help you.
Wish I had read these reviews first!
Worst experience ever! Wish I had seen these reviews before we decided to get outlet kitchen done with them. Terrible customer service and were very rude on the phone. 18months later and the kitchen is still not finished. They set you up with a trade company to install the kitchen then take no responsibility when the job is not complete. Wish I could have given 0 stars. Would recommend to go elsewhere for a kitchen.
Terrible, horrible, don’t go with them
From measuring to installation, everything was wrong, after the installation the cabinets measurements was wrong, no customer service, no one know what is happening. Don’t give your money to them, go somewhere ey
Do not use this company
Any savings made by using this company are gone when the kitchen arrived damaged and with parts missing. I have now been waiting an additional 4 weeks for my kitchen to be completed and I still haven't been given a date. I have a number of trades now on hold until the kitchen has been installed. Very Disappointed. Lots of apologies but no action. Use a local company that you can deal with face to face. I trusted the association with the Good Guys. What a mistake.
I was ripped off too with the supposed cancellation fee of $897. For what?!!!
In March 2013, Canberra Fyshwick store had an opening of Good Guys Kitchens. I stupidly paid $2000 to keep approx 4.6 metres of white Silestone at their introductory cost. Since then, I have tried numerous times to get that deposit back but never had a response of any sort, despite all the promises that a manager will call me. I then chased the money through their complaints site on their webpage. I was dealing with another fellow who seemed helpful - until I asked why I was only refunded $899. I had never commissioned a kitchen, just holding price on the granite. They have stolen $897 saying it was a cancellation fee?
The initial meet and design was great but we have now gone 10 weeks without a kitchen. It is one mistake after another, plans were changed without notice, cupboards installed not to the plan so appliances didn't fit, they have no interest in helping because they demand 100% payment before installation. When they did come out to fix things, it was a poor attempt. The end price was thousands over the quote and the job over all is poorly done. The product seems to be good quality (time will tell) but the stress and hassle of it all is not worth it. Go somewhere else. They seem organised at first but its all down hill after you sign up.
So unprofessional kitchen group/ good guy kitchen
We had our new kitchen by kitchen group, introduced through good guys kitchen. Still so confused about the relation between kitchen group and good guy kitchen. But one year after our kitchen was bulit, one of parts on the cabinet was broke. We contacted kitchen designer who confirmed the kitchen has life guarantee and gave us the contact number and person of kitchen group. After we called him a few times, he promised to call back to arrange, but nothing happened. Last time when we called tel:07 3440 8400 and was told she will let this guy know and give us call, again nothing happened. So disappointed and next thing we will try to go to good guy kitchen and see if anyone can help. So unprofessional kitchen group/ good guy kitchen.
Stay Away from Good Guys Kitchens
Some of the Good Guys staff are competent, but most the contract trades people are incompetent & completely unprofessional. I've been trying for over two months to get them to make a couple of important repairs (which broke FIVE months after installation) and they are not responding. My next step: a formal complaint to Fair Trading. STAY AWAY from Good Guys Kitchens even if you have to spend more with another provider.
Questions & Answers
The good guys Fyshwick, ACT
Has anyone in Canberra bought a kitchen from the good guys in Canberra?
I purchased mine from the Good Guys in Newcastle and it was supplied by the Kitchen Group in Sydney. (they also do Freedom Kitchens). Even though you are in Canberra, there may be a very good chance that your kitchen will be supplied by the Kitchen Group out of Sydney, Be Careful.
No matter where you live expect bad service and a poor quality kitchen with the Good Guys! Fair trading are keeping an eye on them and just need a few more people to come forward before anything can be officially done about them. I wouldn't waste your hard earned money on this company!!
There really are some big disparities between reviews for this company. I think it would be helpful for people leaving comments to mention the suburb they live in or the store they used as there may be a trend evident of where you might end up being able to count on good service and appropriately skilled people. Just a thought as I am very tempted - I live closest to the Capalaba store so if anyone has feedback on that, I would appreciate it.
It does not matter which store you go through because the company is a separate entity - Courtsean Pty Ltd trading as The Good Guys Kitchens.- all the kitchens are managed by their Somersby NSW store. What I can tell you is that they take your money upfront and if anything goes wrong they don't take any responsibility to get it right. One of our benches was measured incorrectly and I have had to chase the Somersby office for a replacement. They do not call you to advise you of when it will be ready, the Customer Services Manager speaks to you in a moronic and robotic way and just keeps telling you that they cannot guarantee your delivery in a speedy manner. What should have taken a week has now become a month without a functioning kitchen. They promise to organise an installer, they do, but when things go wrong they basically don't care. I have had to take over the project management of my kitchen - the plumbers refused to bring the fridge inside the house - it was the The Good Guys Store/Thomastown Vic who came to my rescue and organised for their delivery drivers to do so. I cannot speak highly enough of the sales staff at the The Good Guys store. The Kitchen Group people do not offer any compensation for your stress, your time to follow up with them or your time to organise the plumbers, tilers etc. THEY HAVE THEIR MONEY!!
Ours was done through the Caboolture store Queensland. We have a faulty bench top and they are trying to blame us and every time I come back they change it to another reason why its us. Still fighting but its very frustrating. Wish we'd never gone near them.
Same for us; nothing to do with our local store who are fantastic and very helpful. Had to continually deal with the seperate kitchen entity over the phone; no showroom or office that you can have a face to face meeting. The only way to do that is to make an appointment and wait for a consultant visit. Always had to leave a message three or four times before we received a response. Didn't want to get angry with the lady who answered the phone; she was just doing her job; but in the end she was the one that coped our angry rant. Best way to get a reasonably quick response is to send your email to the management via their message system. Do not use this company! Started off great, consultant was lovely, then that was it. The design was wrong; luckily we thoroughly checked the measurements before the kitchen was ordered. Installation was supposed to take one week; ended up being 4 months. Intaller wasn't competent and he was doing it on his own even though we have a fairly large kitchen. Cost us over $25000 and we had to arrange and pay extra to finish the bulkhead. Now several of the soft close drawers are already broken; only 1 year old. Trying to get those replaced now but clearly they are poor quality.
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