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The Good Guys Online store

The Good Guys Online store

1.3 from 838 reviews · View Statistics
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Reviews

  • Product Quality
    2.1 (343)
  • Return Claim MadeYes (91) · No (500)
  • Shipping
    1.6 (337)
  • Customer Service
    1.0 (2)
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Shane
ShaneHunter Region, NSW

4 months and still no items delivered

published

I ordered 2 x Jura Milk containers and 3 Pcs Jura Claris smart filters on 14/04/22. Items were marked in stock online when purchased.

2 emails on that day stated the items were being processed by the warehouse. A week later no other communications. Followed the track your order link to read " Your product is arriving from our supplier and will be picked for you shortly. You'll receive an update from us as your order is ready to despatch."

14/08/22 No further communication was received, No order was received and the customer care team hasn't responded.

Too bad the items I have ordered are physically in stock at other stores (seen them on the shelf) and nothing from the Good Guys.

Cant even get a refund due to their lack of service.

  • Product Quality
  • Shipping
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Joe
JoeMelbourne, Victoria
  • 10 reviews
  • 7 likes

Terrible customer service

published

I've been requesting a refund for an online order for 3 weeks now, raising a new ticket every week, and received no response at all (except 3 automated SMS saying they would respond within 5 days). The chatbot doesn't work, and there is no phone number to call for Online orders. I would definitely avoid buying from The Good Guys in the future.

  • Shipping
  • Incentivised Review No
  • Return Claim MadeNo
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Marco T.
Marco T.
  • 2 reviews

Misleading and greedy

published

They don’t tell you when they are out of stock so you buy items from them instead of finding them sooner from somewhere else. They don’t keep you updated with when their items will become available even after you have forked out thousands. They don’t respond to your online queries and once all of that has transpired they don’t respond to your complaints. Don’t get sucked in by their prices go to JB hifi and they will price match and give you good customer service. Absolutely disgraceful

  • Incentivised Review No
  • Return Claim MadeNo
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CSeb
CSebNew South Wales
  • 3 reviews

Ordered item that said in stock now on back order

published

Can't get through to anyone, local store can't help as can't see order, product now isn't in stock and on back order but they have my money. When I ordered it online it said was in stock and available for delivery. Now I'm trying to get a refund but no response.

  • Incentivised Review No
  • Return Claim MadeNo
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Delayed items no update

published

Paid for next 5 day delivery. 10 days later no update.

  • Product Quality
  • Shipping
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Diego Sanchez
Diego SanchezSydney, NSW
  • 2 reviews
  • 2 likes

Terrible costumer service

published

It’s been weeks since I received my damaged microwave. Tried contact online, they answered and told me they were going to get back to me last week but haven’t received any updates.

  • Product Quality
  • Incentivised Review No
  • Return Claim MadeYes
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Sharon N.
Sharon N.Metropolitan Adelaide, SA

Worst service ever

published

Purchased a cooktop online - it said 1 day dispatched - nothing for 2 weeks - couldnt contact them on the phone, by email or online - worst service ever! Finished up sending emails daily and eventually received it - still no contact from them - what a disgrace - wont deal with them again

  • Shipping
  • Incentivised Review No
  • Return Claim MadeNo
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Mark P.
Mark P.
  • 2 reviews

0 customer service with no accountability.

published

Purchased a dishwasher described as Black The dishwasher was actually mid grey. Contacted and was told I had to pay re delivery, re stocking fees and said it was a change of mind purchase. I explained it was not described correctly, didn't care.

  • Incentivised Review No
  • Return Claim MadeYes
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Got a quote that was $960 more expensive than advertised. Now can't get through to anyone to discuss

published

It is impossible to speak to anyone helpful over the phone at the Good Guys. I spent 50 minutes on hold, finally got through to someone, only for the line to "drop". Got through to a retail store, and everyone was too busy. Rang another retail store, and the phone rang out - the automatic message service asked me to "call back later". How can I pay a quote that includes costs for "Additional Material Charges" of $980, with no explanation of what these costs are for, and no one to explain it to me? Terrible.

  • Incentivised Review No
  • Return Claim MadeNo
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Justin
JustinSydney, NSW

Product has not arrived

published

I purchased a dryer online (apparently "in stock") on 19 July 2022. Did not arrive. Tried to cancel on 27 July. Received an automated response saying that the request had been received and would responded to within 5 days. No response was received. I have received no updates from Good Guys. It is now 8 August and I still cannot get through their phone number to an operator. No dryer and no refund. This company is an absolute disgrace. I wish I read these reviews before buying.

  • Incentivised Review No
  • Return Claim MadeYes
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Terrible delivery times and service

published

I ordered at the beginning of May, just small household items. Goods were not shipped until 10 June, after I called to find out where my order was. When the goods finally arrived, instead of a pack of 6 filters that I ordered and paid for, I received a 3 pack, and despite multiple attempts requesting a refund, I'm not able to as the store in question (Springvale) will not pick up the phone to anyone, and will not return multiple requests for a response (even from another store). I'm still waiting on a refund for the difference at the time of writing this review.
Shocking service and terrible online shopping experience.
Would not recommend their online service at all.

  • Shipping
  • Incentivised Review No
  • Return Claim MadeYes
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Joseph
JosephGreater Melbourne (Inner), VIC

Fake discounts for purchase

published

They advertised store credit for purchase over $800, never got it. Don't trust them.

  • Incentivised Review No
  • Return Claim MadeNo
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Never received promotional voucher

published

Purchased items for click and collect in June 2022 under a promotional offer for store credit/vouchers. Waited for email with vouchers that never arrived. Submitted an online form request with no reply. Called the phone number and received automated message that no one could help and was then disconnected. Started an online chat with staff, was told they can't help and to wait on the response from the form. Never got any reply from the Good Guys and never received my store vouchers. Will just purchase from Amazon from now on as at least they offer customer service and support!

  • Incentivised Review No
  • Return Claim MadeNo
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Christabel A.
Christabel A.Sydney, NSW

Good Guys, more like Con Guys - No Store Credit Received as Promoted

published

Bought a dryer during store credit promotion. Opted in for marketing emails as per T&C. Credit suppose to be received 26/7 and expires 2/8, received nothing. Sent in an enquiry, more than 5 business days no response. Wouldn't have bought the dryer otherwise.

  • Incentivised Review No
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Aim2XL
Aim2XLGreater Melbourne (Outer), VIC
  • 2 reviews

OMG: My mistake, I need to own the fact I brought from this retailer.

published

Ordered a new Kettle on 23/07/2022, expecting the "in stock" item to arrive. Now the 4/08/200 and zero further comms from them. When I email, no reply, use the Chat feature I get "Thanks. We will pass on these details and one of our team members will join this chat shortly" 40 minutes waiting so far and this is my second go today, eventually the browser times out and closes the Chat session.

  • Product Quality
  • Shipping
Aim2XL
Aim2XL
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Questions & Answers

Duo
Duoasked
Online store

I have ordered a item on line that said it would take 2 to 5 days.
It is now the 5 day and have tried many time to email them on the payment email.
But they have not answered one.
How can I find out what day it's coming please
Thank you

1 answer
Duo
Duo

Just after to find out when my delivery is coming.
No one is getting back to me

Srikanth k.
Srikanth k.asked
Online store

Hi
I have purchased on 23/06/22 Docket # D0522411216 Web order # 118894374 According to good guys add I didn't get $80 voucher so far
Looking forward to hearing from soon
Shrikanth Kolli

No answers
Mick H.
Mick H.asked
Online store

Do you have 90cm oven/cooktops

No answers
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The Good Guys Online store

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