The Good Guys Online store
thegoodguys.com.au1,890 reviews
Ordered a microwave online. The order went quickly to being prepared - however over a week later it was still sitting at the same point. Was not able to get in touch with anyone other than the AI chat assistant...which could not offer any advice as to when the order would be shipped. I asked for the order to be cancelled, which happened quickly.… Read more
Not sure how an in-stock item could not be shipped in over a week, nor why I couldn't get any assistance with solutions other than to cancel the order. Ordered elsewhere instead with delivery in 48 hours.
I purchased a 43" Toshiba 4K TV online which was listed as available. After waiting over 13 days with no communication, I had to initiate a chat only to discover the item was on backorder and completely unavailable. While the online customer service agent was polite and tried their best, the store management policies are incredibly disappointing.… Read more
Management refused to offer an equivalent 43" 4K replacement without demanding an extra $200 out of pocket. They then attempted to switch me to a smaller 40" model that was a major resolution downgrade (1080p instead of the 4K I paid for). Because management would not absorb the cost of their own inventory mistake to provide a fair, equivalent replacement, I had to cancel the order and request a full refund. Very frustrating experience.
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.
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.
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’.
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.
Find out how The Good Guys Online store compares to other Appliance Retailers
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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.
- +4
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.
UPDATE. I contacted head office for the Good Guys who stated that they would have to get the first… Read more (+2 replies)
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
Latest follow-ups
What’s the point of shopping with GoodGuys online. They advertise, take your money then your product doesn’t arrive after weeks of waiting so you chase it up on a chat and nek minut “sorry for the inconvenience, it’s not available and never was”! BADGUYS not GoodGuys. Avoid this dishonest mob and shop elsewhere.
Follow-up · ~ Money was refunded after they had it for almost a month and NO communication! ~ The refund happened pretty quickly after I waited for over an hour on hold to talk to actually talk someone! ~ Bosch stick vac.
This review relates to my experience with The Good Guys online store after ordering a product. Nothing more. I ordered an item online using Credit Card. Immediately, my bank's notification came up recording the credit card transaction. The Good… Read more
Guys website gave the message 'something went wrong'. I used online chat in an attempt to resolve the problem. I was told someone will look at it later in the day and send me an SMS. I asked for details via email and received a positive response. No email message came.
The following day I complained online asking for explanation apology and a discount for the aggravation it caused me. They did not respond to my complaint. Later, I received an SMS with an update on progress and a link to a receipt. At that stage, my anxiety eased. The ordered item arrived in good time and worked well, but the review is not about the product, only the service from the online store. They caused me a lot of unwanted anxiety. The extra star is because they did sort out the issue.
Follow-up · Product Review prompted for follow-up. I haven't shopped at The Good Guys either online or in store since. The experience left me with no confidence in them.
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,… Read more
I thought that’s weird it’s been in a box for more than 6 months since manufacturing why did it come 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.
Follow-up · After having issues with my original purchase of the Lenovo Chromebook I was able to get a refund or replacement, I chose a replacement however I had to fork out an extra $200 on top of what I had already paid, so I was disappointed about that. Yes I contacted customer service and they were helpful in providing a resolution somewhat to my… Read more
Find out how The Good Guys Online store compares to other Appliance Retailers
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Positive reviews
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!
I cannot thank the team at The Good Guys Mandurah enough. Due to medical issues and CRPS, getting into a store is nearly impossible for me. I dealt with a wonderful lady over the phone who was an absolute gem. Usually, I get overwhelmed and anxious to the point of hanging up, but her genuine kindness kept me at ease. She didn't just want a sale;… Read more
she went out of her way to make sure I got exactly what I needed, even when I tried to decline help because I didn't want to be a bother.
She also helped me organise the delivery, and the two gentlemen who dropped it off were lovely. One was a bit shy, but both were incredibly helpful and kind. Having understanding people make life a little easier means the world to me. Truly grateful for the exceptional service.
Negative reviews
STAY AWAY! I placed an order for 2 cattles on 25 May 2026, order #8th. Today is 8 June and I have not heard from anyone nor have I received my order. The so called Support Service is a phantom. The website gives you options but when you follow them you get nowhere. Tracking option is another phantom option. Chat does not exist and the phone… Read more
number only has 4 digits - 1300. You can't chat, you can't call, you can't go anywhere. Scam or rubbish service? Stay away.
This review is a plea to The Good Guys & JB HIFI (the owner of TGG) to STOP using Team Global Express for deliveries. Their tracking is non existent & when you ask for an idea of delivery time (when the item is on their truck) they say to contact the sender! Then they just say 8am to 5pm. Not helpful for a residential address when you need to work… Read more
or do other things away from the house. So PLEASE you big companies use a delivery service that puts your customers first otherwise you will be the ones who lose business.
ZERO STARS. Big mistake to think The Good Guys were reliable. I ordered an LG Microwave via Good Guys online after a fruitless search locally. I wasn't keen on buying from Good Guys as we had a truly terrible experience with Good Guys in Moonah, Tasmania, buying appliances for our new house in 2023. This was Covid times so all businesses were… Read more
having a field day. I placed order online for the LG microwave on 28 April 2026, paid in full and received confirmation with estimated delivery of 7 May 2026. By 11 May I hadn't heard from GG so called and was told it would 2-3 days to find out an expected delivery date from the department responsible - quite laughable really. The telephonist did offer me a refund of the delivery fee which I accepted. Two days later I was advised that the LG Microwave was expected to arrive in Store in mid-June. I then visited another appliance store in Hobart on 19 May and was ecstatic to find the LG model I wanted and it was even selling at a lower price than GG, (at this point though the price wasn't a consideration). I cancelled the GG order via email the same day but of course nothing happened until I called GG on 22 May 2025 and the order was then cancelled & refunded. I really do wonder if GG actually had the LG microwave in stock when I ordered or was I hooked in to handing over full payment while they used my money to prop up their cashflow - just like they did to us in 2023. Their business model comes across as quite shady and I feel ought to be investigated by the ACCC. I'm not sure of rules around deposits but I was not given an option by GG to pay a deposit while awaiting delivery. Full payment was taken immediately then the delivery date was pushed out to an indeterminate time in the future. I have learnt my lesson and will never deal with the company in way, shape or form now and in the future.
Recent reviews
Worst experience ever. I had a brand new washing machine delivered that died when trying to use it. I had to wait for a technician to come & service a brand new machine because they can’t budge on their idiotic procedures. Machine had never been used. It’s my right to ask for replacement or refund but they couldn’t do it unless I got it serviced.… Read more
You can’t speak to a Manager even though I asked several times. The manufacturer also told them to give me a replacement but Good guys did nothing & just passed the buck. Only one team member did what he promised but by the time the Manager finally called back, it was too late. Thank you to the manufacturer I finally got my replacement machine. Will never deal with Good guys ever again especially the online team. Horrible experience.
I called The Good Guys online to get a price match from a competitor the guy I spoke to was so rude and aggressive on the phone he made me felt like I was asking him for blood he raised his voice because I read the model number wrong and said he was busy and to read it correctly then he went on to ask how I paying for it? I said I'm not sure yet… Read more
he yelled "I want to know now and you have to pay for it now while I'm on the phone" I just could not believe the way he was talking to me like I was scum, I said look don't worry I'll go to Harvey Norman and purchase it he replied "whatever" and hung up. I still cant believe the whole experience happened and how he can have a job in customer service.
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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)