The Good Guys Online store
thegoodguys.com.au1,934 reviews
Absolute joke of a delivery service. Received the initial automatic 3hr time slot text, just to wait the entire time without the bare minimum of a single text or call update. Still no news regarding the order hours late from given time slot, and no replies to enquiry emails, phone calls to the main number, and no way to contact anyone regarding… Read more
the actual delivery time. And the tracking on their website does not update either. I would never recommend purchasing online from them as this was a huge waste of time.
I placed two orders through The Good Guys’ 90-minute Uber delivery option. Neither could be fulfilled. That alone would be disappointing, but what makes it inexcusable is that it took eight hours for anyone to tell me. Eight hours to discover that stock they advertised as available for 90-minute delivery didn’t exist. Nobody checked the shelf,… Read more
called, or sent a message. I sat around waiting all day for orders that were never coming. If your system can’t confirm stock before taking someone’s money for an express service, you shouldn’t be offering an express service.
To make it worse, my money is now tied up for 5–7 business days while the refund processes. They had my payment instantly, and I have to wait a week to get it back because of their mistake. I’m the one paying for their failure.
The whole point of 90-minute delivery is speed and reliability. The Good Guys delivered neither. Instead I got a wasted day, no product, and my own money held hostage. This is a basic operational failure that a retailer of their size has no excuse for.
If you actually need something today, go somewhere that knows what’s on its own shelves. I won’t be making this mistake again.
Reviews with attachments
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
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.
Extremely disappointing experience with The Good Guys Online. On 12 October 2026, I purchased a Hisense 75-inch U85AU television for $2,277, plus $59 delivery. The Good Guys accepted my order and payment and emailed me confirmation that delivery was booked for the following day, 13 October. I arranged to be home for the delivery and spent the… Read more
day waiting. Despite the order not being dispatched, I received no notification, phone call or email advising of a problem.
It was only after I contacted customer support myself that I was told the television was actually out of stock and would not be available until 28 October, more than two weeks after my confirmed delivery date.
How does a major national retailer accept payment, confirm next-day delivery and then leave a customer waiting at home for a product it cannot supply?
The Good Guys subsequently offered two alternative Samsung televisions, neither of which matched the specifications of the Hisense I had purchased. I asked for the matter to be escalated, but they were unable to offer a satisfactory alternative at the original price.
I ultimately received a refund, but that does not excuse the poor stock management, misleading delivery information and complete lack of proactive communication.
I have screenshots of both the original order confirmation showing the booked delivery date and the customer support conversation acknowledging that the television was out of stock.
Very disappointing customer service. I would be extremely reluctant to order online from The Good Guys again.
Moving into my own home so started purchasing items when I can to kit it out. Chise a specific toaster kettle bundle and clicked on "click and collect". Got a sorry this item is not availabale for collection. You need to have it delivered. At the time I liled the set so thought okay $15 and its done. Picked up my items at the collection pt and in… Read more
the timeframe it took to get the item I wasnt 100% sold so went in store to Carseldine. That ladies were fabulous and said sure go find something to swap its with. So I did. Whilst browsing, low and behold, the exact set is on the floor. After the site said none available to collect. I cant express how f*cking annoyed I was and how disgusted I was at the ploy from a business the get more money. I didnt get a refund on the postage but if you are going to be dirty then....... Disgraceful behaviour. I was coming back for a washing machine, tv and fridge but I will take that business elsewhere.
- +4
Avoid ordering online from The Good Guys based on my personal experience. I am avoiding them for my next purchases. I ordered a Franke sink online that arrived completely smashed and unusable right out of the box. Shockingly, the packaging also contained rubbish a used toilet roll which is completely unhygienic and a business card. I immediately… Read more
provided 10 clear photos proving the major failure and explained the urgency: I had a licensed plumber scheduled for installation two days later. Instead of taking responsibility, their online customer service team pushed all the effort onto me and hid behind rigid templates: Shifting online faults to local stores: Despite this being a purely online order, support tried to pass the buck off to my local brick-and-mortar store (Auburn), telling me to either lug a massive, broken sink into a store myself or wait for store staff to handle a fault they didn't create. Imposing unreasonable customer burdens: They demanded that I print my own return consignment labels, package the item myself, and stay home all day for a courier pickup to fix a disaster that originated entirely on their end.
Ignoring ACL rights & consequential loss: Under the Australian Consumer Law (ACL), a major product failure entitles the consumer to an immediate remedy and compensation for reasonably foreseeable consequential losses. Because of their defective delivery, I was forced to cancel my plumber at short notice and incur rescheduling fees—a financial loss they completely brushed off.
No stock, no actual solution: After forcing me through their bureaucratic return hoops, they casually stated there was no stock available across any store to send a replacement, offering zero practical solution for the major disruption caused.
The Good Guys Online showed zero accountability, zero customer care, and a complete unwillingness to uphold basic statutory consumer rights.
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.
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 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’.
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All reviews are absolutely correct, avoid at all costs photos added
Purchased a TV 2/03/2026 and it still hasn’t even been sent it’s now 17/03/2026 I’ve phoned them and they can’t even give me a date when it will be sent. Never again Bad Guys! Photo from today still says preparing my order. This is rubbish, if it wasn’t in stock or there were going to be delays they should say that on the ad! Very disappointed
what is even the point of the online shop? a 1.5, for having more useful filters then the other websites. but such a low bar, there should be more filters. what is there is not public friendly for shopping and comparing what is available. product information is just completely missing. i didn't mind delivery so a location wasn't even a factor. the… Read more
online agent tried to fob me off and call my local shop for information about the product, i mean, that is not the point of having a website and online chat at all. when I asked to chat with someone else they finally tried to help, spent 10min before replying [even the agents don't have this stuff right there? lazy?] i had to promt them to link me the filter for the product i was looking at buying from them, and before I could ask anything else, they shut down the chat.
- +7
The good Guys have the worst customer service ever and I wish I learnt from my previous bad experiences with them to NEVER use them again. I placed an order Sunday 1/2/26 via online chat with the Good guys. On Monday 2/2/26 I requested to pick the vacuum item up via online chat with the Good guys. I was told I could not as the item was already… Read more
packed and shipped. The online chat started at 9.02am and apparently it was already shipped. On 2/2/26 Benjamin Devereaux of the good guys emailed to advise the item was shipped already. 05/02/26 I checked this shipping number and the parcel is only showing that on 2/2/27 at 9.38am a shipment was created. This shipment was created after I made contact to the Good guys to request I pick up the item on 02/02/26. I emailed a complaint to both Benjamin and customercare@thegoodguys.com.au on 3/2/26 however I'm yet to receive a response. On 05/02/26 I contacted the good guys via online chat to query 1. Where is my order, 2, how to cancel the TV part of the order and 3. how to put a complaint in. I had 2 agents enter the chat and leave due to me not responding. I was responding but the agents kept leaving the chat, I guess because they didn't want to deal with this. The agents who left the chat are Raj and Louise. Raj rejoined for a third time and was unable to answer my query. I then called the Pimpama store and spoke Annalise at 9.51am. Annalise is unaware of where the vacuum is, it is not scanned out for shipping but it also isn't in their warehouse. I cancelled the new TV that I ordered with them since that's not shipped and they had no idea of stock or a shipment date and I plan on boycotting this store. Annalise provided the good guys complaint number as 1300 466 348 for anyone looking. So currently I have a missing vacuum and a cancelled TV from the order I placed on 1/2/26 and I have no one responding to my complaints. Feb 2025 I made a purchase of $10,349 from the Logan store and that order was stuffed up too. Fridge delayed by weeks, told me items were ready for collection, got to store and had to wait hours as my order wasn't ready, I really should've learnt from that experience that The Good guys have no customer care. As soon as this vacuum is delivered I will be returning it to store for a full refund. I will then be buying the same vacuum and TV from another store and I will never use The Good guys EVER EVER again. I can't upload everything, I reached the max uploads.
Purchased dishwasher and $389 installation and removal of old dishwasher. Dishwasher is fine, their installer put the dishwasher in but it doesn't push all the way back because the tubing was in the way (not long enough to lie in the recess along the back bottom of the dishwasher so now it's protruding beyond the benchtop, looks silly and also… Read more
gets in the way of adjacent cabinetry door from fully opening. Tried to communicate with installer directly, he acknowledged the issue but said if I wanted him to fix it he would charge a call out fee and additional $66 x 2 per extension tubing installation. OR YOU COULD HAVE DONE IT RIGHT THE FIRST TIME. Currently waiting on Good Guys to resolve the issue.
Latest follow-ups
Purchased the LG Microwave LG MS4266OBS as this was the top-rated microwave on Choice.com.au. Purchased in Jan 2026, now in September, the microwave has stopped heating. Everything looks fine, it makes all the right noises, but DOES NOT HEAT! It has… Read more
one job, and at this it fails! WOULD NOT RECOMMEND this product. Would NOT recommend The Good Guys - contacted them for a warranty return - but have to return in store - a 3.5 hr drive, even though they offer a pick up service for small defective items.
Follow-up · Drove the 3.5 hours to our closest store and returned the microwave. Was given a replacement with no fuss.
To clarify, the 3.5hr drive was one way!
Ordered a cooker from the Good Guys online on the 20th of August, for a renovation project. Estimated delivery was the 2nd of September. Every week… Read more
that went by the delivery date changed, the 12th, then the 19th, then the 27th, then the 2nd of October. In the end it was holding up the renovation, so we went into our local Good Guys in Ballarat. Explained the situation to a woman in there, who looked up the details online, and claimed there were none of that cooker anywhere in Australia, let alone Victoria, and that there was no estimated arrival for any stock. We were offered an inferior cooker to replace it but it was also far smaller, and didnt fit the space allocated in the kitchen. The result was basically sorry but nothing we can do, and they actually said we should not have ordered one online. The manager even said good luck sourcing a stainless 60cm cooker anywhere. Tried to cancel the order in store but was told I had to cancel with online orders over the phone. Went down the road to another large and well known store, bought a cooker on the spot, right size and in SS but had to get a different brand. (Better brand than the one we were waiting for and the price was discounted for us when we explained the situation to them.) Later that evening I found online several major stores, all selling the cooker that there was supposedly no stock of anywhere in Australia, and with them in stock, not pre order. So the no stock in Australia Im guessing only applied to the GG, not all stock in general. They could have sourced one for us if they cared, but obviously they dont.
Follow-up · As of today 11/ 11/ 25 the GG are still advertising this oven with an estimated delivery of 3/12/25, but still have none in stock. How can they continue to get away with this tactic of holding peoples money for months? Yes we got a refund eventually, but they held nearly $1300 for 8 and half weeks before admitting they had no idea when they would… Read more
Follow-up · I eventually got a refund, had to call a different department where a woman snapped at me when I tried to explain the issue, and cut me off and said 'so you just want a refund'. The funds were returned to my account. The store I found the item at… Read more
I rang the online number to make a purchase and was referred to the web chat function. Three times the chat function suggested calling the online number and ended the discussion without helping. So now I am on hold again with the online number. Going round and round in circles. I am about to give up on the Good Guys again and go Harvey Norman.
Follow-up · Finally got onto a really good person and purchase went ahead. HOWEVER 4 weeks later and I rang the store to find out an estimated date when it would be ready for pick up. They could not even tell me if it was in the country. I was told it could still be in the country of manufacture (or even waiting to be made) and no idea how much longer. I cancelled the order and went to Harvey Norman where I got a great deal and service on a wall oven.
Positive reviews
Update to previous review below: TheGoodGuys refund me in full including the delivery for the air purifier I had observed and which never made it. Thanks although it was a stressful experience Previous review"Delivery due last Friday.tuesday still waiting though paid extra. They have a link to "track the order and see invoice" but only shows the… Read more
later. If you need something fast,dont pay extra, it s useless, you ll end up buying from somewhere else and then having to return it to your nearest store... Just unreliable, very annoying"
Find out how The Good Guys Online store compares to other Appliance Retailers
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I ordered a new fridge yesterday, and it was delivered by your team, led by Karan. Your service was efficient, prompt, friendly and capable. Very satisfied customer for all electrical appliances, I highly recommend your online store.
Wanted to review Chiq 515 Fridge, absolutely fabulous, also service and updates from The Good Guys was brilliant. They are a standout, delivery team was efficient and helpful, I shop all my whitegoods from The Good Guys and always will. Thank you!
Negative reviews
My Iphone got water damaged and was unusable. I bought a new one and could not figure how to transfer the esim. I call the Goodguys helpline which I think was in India. The guys diction was awful , I couldn't understand him and the connection was poor/unstable. The advice he provided was totally wrong. He erroneously told me that the only way I… Read more
could transfer an esim from a dead phone was for them to mail me a physical sim taking four days. We got cut off. He called back 15 mins later and proceeded to reiterate this terrible advice. Meanwhile I had figure how to transfer the esim via the goodguys app and to activate it via a onetime pass code. Had I acted on this poorly trained indescipherable support tech I would have needed to wait 4 business days unecessarily to get the card by Post.
The Good Guys by Name, the Bad Guys When Things Go Wrong! I purchased a new freezer online from The Good Guys, and it was delivered just three days ago. Unfortunately, when I inspected the internal compartment, I discovered that one of the drawers was cracked. For a brand-new product, this is extremely disappointing. What made the experience… Read more
even worse was trying to get help. I attempted to contact customer service through their online chat, but could only get responses from a bot and couldn't reach a real person. I then submitted a complaint, but received no acknowledgement or confirmation that it had even been received. I also tried submitting their online contact form, but again, no response.
The after-sales service has been extremely disappointing. When a customer receives a damaged product, the least they should expect is an accessible customer service team, an acknowledgement of their complaint, and a clear process for resolving the issue. Instead, I have been left frustrated, without a response or any indication of how this issue will be resolved.
They call themselves The Good Guys, but based on my experience, they seem to become The Bad Guys when you need help after making a purchase!
It's easy to be a “Good Guy” when taking customers' money, but the real test of a company's character is how it treats customers when something goes wrong. In my opinion, the available contact channels make it unnecessarily difficult for customers to get assistance when they need it most.
Good Guys by name, Bad Guys by after-sales service!
I hope The Good Guys take this feedback seriously and improve their customer service. Customers deserve better, especially when they have purchased a brand-new product that arrives damaged.
A cautionary tale. Life is too short to play tag with the virtual assistant. You preselect the options, yet it still sends you to the wrong area. Both the people I reached said they would be with me in a 'moment'. Waiting Waiting Waiting... first guy closed the chat because I took more than 5 seconds to respond! I was typing a reply which took… Read more
like 10 seconds! Second person just never participated further than saying they would be with me in a moment. Online chat is such a colossal waste of time. Usually I don't engage and take my business elsewhere and this is precisely why. I can only imagine the nightmare it must be if you actually made a purchase and needed help.
Recent reviews
Wonderful service purchased a Ffalcon 50 inch smart tv from the Butler store online and I received my purchase 2 days later . The tv I received has an awesome picture I would recommend this tv to anyone this my second 50 inch Ffalcon the previous one lasted 10 years
Absolutely terrible experience. Ordered online and it had stock which was supposed to be delivered within a week. I had bought a Nintendo for my daughters birthday. I get an email after it was supposed to be delivered that they had supply issues and it would be another week. This continued for another 4 weeks so my daughter didn't get her… Read more
birthday present. I contacted support who said they would 'escalate' it to priority. 2 more weeks with nothing happening. During this time their website still said stores had stock and I could click and collect one the same day. It wasn't until I threatened going to the ombudsman that it magically got sent the next day. Terrible! I would never use them again, and would warn anybody against using them.
I have been buying all my electronics from good guys but recently there was a blender in cgood guys commercial. I placed an order for click and collect. I did not receive any notification till week. When I called them they said the product must be at highpoint . I went all the way to highpoint but my product was not even there. Long story short i… Read more
had to call numerous highpoint for my product . Finally cancelled it cause couldn’t be bother chasing after my blender anymore.
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So I spent about 1.5hrs, undoing the installers "work" undid the tubing, drilled a hole in the… Read more (+1 reply)