I bought a discounted oven, it stopped working... 3 visits later I ended up having to spend an extra 300 because good guys wouldn't transfer the same oven from another store and now have a smeg oven I hate and I have to cook everything at 250 degrees which means it's also defective but I just couldn't be bothered dealing with them again. My next oven will be a cheapie from bunnings... After all my effort I've ended up with the equivalent to one anyway.
- Verified customer
Horrendous delivery service
I ordered a fridge to be delivered and within two days I received a message that my delivery was scheduled. I thought to myself "this was a great turnaround time", well it went downhill from then on. My delivery was scheduled for Saturday morning and when the drivers showed up, there was an expectation for me to meet them outside the building to assist them with finding a place to park. Now, as a customer, I am paying for the delivery service so I expect the drivers to find a place to park their vehicle on the street and bring the product to me.... In addition, the drivers (being customer-facing) are hardly accommodating to the customer's situation and they negatively contribute towards the customer experience. They ended up leaving informing me that they couldn't park the truck in any suitable location so they will have to return the following day with a van. They weren't even apologetic and made it seem like it was my fault. I got a text message soon after arranging my delivery for the following day (Sunday) between 11 am to 3 pm. On Sunday, like a fool, I was waiting hoping for my fridge to be delivered. When it reached 3 pm and I still had not received my delivery, I tried to call customer support to find out what had happened. Unfortunately, the customer support is not open on Sunday and that is the only contact number provided on the order. So I tried calling the store I put the order to and when they tried to find the order number, they couldn't locate it in their system. You would think that if you can't call customer support, at least a good guys store would be able to assist you. Guess what, NO they actually can't do anything. I was completely in the dark as to the status of my delivery and I wasted 4 hours of my time waiting for nothing. Today, I received a message at 7:16 am from the good guys saying my delivery would arrive in "approximately 16 mins". I only saw this message at 10:00 am so I guess I was a bit late. So it seems that it's apparently fine not to notify your customer when you can't complete the delivery but it's ok to notify the customer without much notice that the product is going to be delivered. Since then I have called and arranged for another delivery on Wednesday. I have not received a confirmation of the time that the product will get delivered yet. I don't know if I will get my product with the way the good guys conduct its delivery service. My advice is to NOT to buy anything online to be delivered from the good guys cause you will end up wasting your time.
Delivery service wasn't very helpful
I ordered a bunch of stuff and a fridge was one of them. All items were delivered in 3 deliveries. The fridge didn't fit the door including the box and the delivery person said that they weren't allowed to open it. When I told him that I would open it and he'd just have to use his trolley to get it up to my apartment (has a lift), he went away saying he has other deliveries. The fridge and all the items are good but just the delivery service. :(
- Verified customer
Delivery driver service
I just had a French side by side fridge delivered yesterday yet as soon as the drivers arrived they said the fridge would not fit . They hadn’t even tried then after 15 minutes of asking them to try I had to sign a waiver stating if the fridge was damaged the onus was on me . They started to bring the fridge in then 10
Seconds later said it wouldn’t fit . Long story , after a call to the online team and arguing with the so called professional drivers , the fridge was in the front entrance . Upon entering the kitchen without he trolley they ripped a huge hole into my vinyl flooring and blamed me for this . I will be taking this further
Repeatedly gave me a partial order on pick up with no real management or interest from staff.
I purchased a bundle online and collected in store. I had to show proof 2 times and speak to 4 staff members before my order was nearly completed. I arrived home and found missing items, as they gave me a wrong model. I emailed support and 3 weeks later and corporate involved, i had an outcome. Seems The good guys are not paying attention to their business risks outlined in their 2017 financial report. I'm sure in a couple of years they could be involved in a study on how not to implement a corporatised business model.
Terrible Experience TGG Blacktown
Tried to to pick up order from Blacktown NSW store, Order was under my Mrs name and I had all the details with me including the order email, Paypal transaction info. my license with same address as noted on the order but was rudely denied pickup.
also offered them that they could call the number listed on the order and confirm, even the PayPal transaction email had my name (instead of mrs) but the staff would not even bother to look at it.
Worst Online Experience
Decided to purchase a product through The Good Guys as I am an RACQ member and can purchase gift cards for them at a slight discount. The website said the item was available online, so I went ahead and purchased the gift cards and then the item. After a week with no sign of the item or emails from the Good Guys, I called to find out that it was out of stock with the manufacturer and wouldn't be available for two months. I was refunded via a gift card for the amount - but this had to be used at the Good Guys. The problem was that I needed the it...em and could have just purchased it instore at bunnings - so now I have a gift card for a large amount of credit at their store with nothing I wish to buy. What made me most furious was the terrible communication from their "customer service team". They will only quote terms and conditions and will not attempt to help you. I will not purchase gift cards from RACQ nor will I ever shop at the Good Guys again.
I would give 0 star if I can
I recently moved home and bought everything (washer, tv, dryer, fridge, microwave, vacuum) in store and booked the installation service. It was very good but the problem came when I realized that I also need to replace my rangehood. I placed the order ONLINE this time and booked online installation. If you have booked any sorts of installation service online through them DON'T EXPECT ANY RESPONSE because they simply don't reply and don't care. It took us so much effort trying to contact them and it's still not sorted. We ended up using another company which is way better.
- Verified customer
They sell products online that is Out of stock.
I bought an Imac online for work and I'm waiting for 2 weeks now with no delivery estimates. On the website the product is in Stock and was saying that it would be shipped between 3 and 5 days. Instead of putting it out of stock, they keep selling and mislead the customer.
Orders keep getting rejected and or pending (not the 2 hour click and collect they advertise on their website)- even though they've put on a pre-authorisation against your card. When you ring up they just advise to go in store to buy so why even bother doing an online order. Really aren't very helpful.
Good Guys On Line - Hopeless
Ordered a small radio online as a gift to my ageing mother nearly a month ago. The product has not arrived and there has been no contact from the store regarding the product, despite repeated requests sent to them through their website.
I order almost everything I buy online and have never experienced any problem until now. It is curious that a big store such as Good Guys can afford to show such a lack of curtesy to customers; especially in these times when retail is so vulnerable.
You might want to think about it before ordering online from the Good Guys.
- Verified customer
Seen a Lower Price? Pay Less call us on 1300 942 765
I was interested in the LG 65inch Super UHD TV Model 65SM9450PTA the GoodGuys has for $1917. I saw the ads say (Seen a Lower Price? Pay Less call us on 1300 942 765). So I rang the number as shown and got transferred to the local the Goodguys store and waited 10mins before someone can pickup the phone, then tell me that it's their lowest price. What a loser. Wasted my time
- Verified customer
Dishonest and deceptive in their dealings with customers
I ordered a dishwasher from them online. I selected a delivery date. Confirmation emails arrived, one giving a date when it was to be delivered, the date I had selected. On the day I put off paying clients and waited. No delivery. I rang, but had to wait 30 minutes for a call back. I was told the item was 'not in stock yet' at the Bendigo store and 'you'll be emailed when it is'. There is no tracking system for orders. I still have no idea when the item will be delivered. Utterly unimpressive service...nothing 'Good' about it. I ought to have k...nown having bought from them 15 years ago, and having avoided them since, but I had expected they would have improved. They haven't. There are plenty of other stores offering around the same price on goods and they don't apply pressure to have you join a 'Platinum' or 'Concierge' service or other valueless add-ons. My advice...go elsewhere...Appliances Online, for example, is a far superior service.
Online delivery service - size does matter
I ordered online a Westing House French door refrigerator. The online delivery men insisted it would not fit into the apartment. It was the same size I went into the GoodGuys in Alexandria and they immediately fixed the problem with expertise and goodnatured human reassurance, they helped me select a suitable replacement and delivered the next day. Interestingly the refrigerator was the same size as the Westinghouse. The delivery team were different and came from the actual store because the store service was so superior I would opt-in future ...for personal in-store service. They were able to deliver and install the refrigerator with no problem. On line service was difficult and needs improvement. Happy story in the end and I was happier with instore service.
- ‹ Prev
- Next ›
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.