The Good Guys Online store

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.

My brand new laptop was ordered online and it came from the WARNERS BAY store. I opened the box and got my laptop out and lift the lid and it immediately came on showing the Home Screen screensaver, I touched nothing and never turned anything on, I thought that’s weird it’s been in a box for more than 6 months since manufacturing why did it come… Read more

on ?

Now it won’t turn off not even with the power on/off button, very annoyed with the store, I bet they sent me someone else’s return item because that what it looks like. Even in the settings there is nothing to disable the flip to boot and it also is incompatible with the Lenovo Vantage App that is one way of disabling the flip to boot and it also doesn’t have the F2 and F3 numbers etc which again is another way to disable.

I hope I don’t get any grief with a refund or replacement.

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’.

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.

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.

chasing for online order which was placed on Black Friday(2025), still haven't received the product nor any update and no one responding on online chat which is the only option available. Emailed complaint on onlineorders@thegoodguys.com.au and no response for over a month.

After using the tineco floor one s7 stretch steam I must say wow I’m so very impressed. It seriously so dreamy to clean floors. I have white glossy tiles and obsessed with no strikes in them . The tineco floor one s7 stretch steam is absolutely amazing with the 4 modes, 180 degree lay flat is superb getting underneath furniture and duel side edge… Read more

cleaning is perfect for the base boards and tight areas. I love the 2 water tanks keeping clean and dirty water separate. Super easy to clean them to . Love the self cleaning mode and self drying as I no everything clean ready for next time. I tested on my floors numerous times even when I think they clean and still water is dirty which to me is so satisfying knowing the constantly clean and safe as no chemicals needed. Highly recommended this one it absolutely amazing technology and very effectless to use. Purchased in Dec 2025 at Tineco. Floor Type: Tiles

******AVOID AT ALL COSTS****** I wish I had read all these reviews before I purchased but I assumed that being a known big retail outlet they would be well organised and get the item to me asap. HOW WRONG WAS I!! They use Global express aka Toll Ipec ( I P1ss off Every Customer). I have spent hours on the phone trying to get some information about… Read more

the delivery. I call the Good Guys and their recorded message tells me I should contact Team GE express. I do that and they have not details on the delivery and tell me to contact The Good guys. I call the store that the delivery is allegedly coming from, being Dubbo (originally they were sending it from Wagga!!! and we are from the Newcastle area!!!) A wonderful lady attempted to help me and spent another 40 odd minutes attempting to find the item but all she could say was that Team GE had picked it up several days ago and there was no updates on the tracking. I am sure she was frustrated too as she had to spend ages waiting on hold in their admin queue as well. So here we are spending hours trying to do what we have paid others to do. I have just tried to contact Team GE and got a automated response that stated there were no updates on this item and to contact Good Guys..... and around we go again. They picked the item up and then lost it as it hasn't had another scan. Soooo now I am on hold, again, to GG's head office, allegedly, to try and get another item sent. Totally pathetic. I should have just gone to the local Hardly Normal store and bought it there.

I placed an order (Order Number: 4ZWEDPC3F) for a 40-inch TV with The Good Guys on 2nd December 2025. The delivery was scheduled for 5th December, yet as of today (10th December), I have received no updates. The Good Guys use Team Global Express for deliveries and provided me with a tracking link (Team Global Express Shipment Number: GGAA068328)… Read more

on 3rd December. On 4th December, I saw that the TV had been shipped from “VICTORIA” and was in Sydney. Since then, it has shown as “In Transit” with no further updates.

I have been attempting to contact both The Good Guys and Team Global Express since 6th December:

- The Good Guys: They do not provide a customer service phone number for online orders, and their live chat support is useless. On 6th December, I connected via live chat, and the representative said they would investigate the delay and update me via email. It’s now 10th December, and I have received no response.

- Team Global Express: I have called twice, each time waiting over an hour without anyone answering.

Given that the TV was shipped from VICTORIA and is still listed as “IN TRANSIT,” I have serious concerns about whether it will arrive in good condition, without dents or scratches. If it is eventually delivered, I will record the entire unboxing and setup to document any damage.

My advice: Avoid ordering from The Good Guys at all costs. The lack of communication and accountability has been incredibly frustrating.

The Good Guys ❌ The Bad Guys ✅

Got delivered a 2nd hand part. Could clearly see its been used and installed before. Protective packaging was missing aswell as other parts. Still waiting for a response from online support. Won't be buying from online agian from the good guys

I'm trying to buy a tv which is advertising online and they don't have, bait advertising

Ordered an ASKO dishwasher online on 2 January. Since then, the experience has been a complete mess. The order was refunded in error a day before scheduled delivery, I was required to re-pay, and after that the order appeared to be lost or stuck… Read more

internally. I’ve been given multiple, conflicting delivery dates by online support, while ASKO themselves advised there was no active order or delivery scheduled in their system. I’ve spent hours on calls and live chat, been passed back and forth between The Good Guys and their supplier, and was even told to contact ASKO directly to chase delivery — something that should never be the customer’s responsibility.

Due to the lack of progress online, I had to take time off work and go into a physical store just to try and get someone to take ownership of the issue. Store staff were genuinely shocked by what had happened and escalated it further, which says a lot about how poorly the online side has handled this.

As of now, weeks after ordering, I still don’t have a confirmed delivery date and am being told stock may not arrive until late February.

This isn’t a simple delay — it’s repeated administrative failures, poor communication, and a complete lack of ownership. I’ll update this review once there’s a final outcome, but at this stage I would strongly caution anyone ordering online to be prepared to chase everything themselves if something goes wrong.