Reviewer Photos & Videos
Unprofessional and manupulative
I ordered a dehydrator in June... Now it's September and I have been told it was just a slight delay due to covid... Actually they didn't have it in stock so they didn't do anything for a few months. Then I contact them about having to move address no reply for 3 weeks... Finally a reply came after my information had been sent to another store and I was told they have no stock... Then I am told I can not have it delivered to my new address (despite having waiting 3 months) so I have to cancel and rebuy.. So I expected the refund to cover the am...ount I paid.. I was refunded the item and not the deliver of 58 bucks.. They were in the wrong the whole time and they didn't return my money in full. Will not be ordering from the good guys again. Massive waste of time and lost money. Advice.. Try catch of the day...
- Online store
- Verified customer
No response via online query, rang multiple times to chase down the delivery for 2 months
Ordered an item online on 15 June 2020, they advised there would be slight delay.
Received Australia Post advice on 7 July 2020 with tracking number for the parcel.
Waited, and waited, and waited. Made an online query via their website on 8 Aug 2020.
No response for a week. I then searched for a phone number and rang their store on 14 Aug 2020.
No one knew the status of the order. Rang again on 15 Aug 2020, they insisted that they sent it, and will look into it and call me back. No response again. Rang again 17 Aug 2020, eventually they agr...
- Online store
- Verified customer
Incorrect Voucher Amount
Sent $699 dollars on a purchase during a $100 cash back promotion. Only received a $70 voucher with an expiry date within 5 working days. Decided to call Good Guys Online only to find there is no way to contact them other than the online messaging system where they only guarantee to respond within 5 days. Tomorrow the voucher expires and still have not heard anything. Do I risk waiting and have the voucher expire. Or do I spend it and then be told it cannot be resolved because I have spent the incorrect voucher. I have been a faithful customer for the last 8 years. Will have to reconsider my commitment to GG. And the store is of no help either.
DOOR TO DOOR DELIVERY MEANS VIA TIMBUKTOO!
Just a warning to all - worst online service.
When you pay an extra $10 for DOOR TO DOOR service - to The Good Guys that means, send it first from your store to Australia Post and put it in with everything else being mailed in snail mail. DO NOT PAY IT, its a lie, and DO not order from them when you can get better delivery service, like JB HiFi!
Dropshipper with no stock, avoid
I ordered a toaster oven, and specified the store as Nunawading. The website indicated stock availability. 4 days later I called up the store to enquire as to when the order will ship. I was told that there is no stock in Australia. This is the very definition of deceptive drop-shipping. Take your money, place order, assume X% of people will request refund and 100 - X% will ask for a refund. Advantage for the retailer is they don't need to hold stock. Deceptive and should be illegal. I complained and asked for a refund. I was rudely hung up on ...as they couldn't resolve the situation today, so simplest response is to just no talk to the customer. Absolutely appalling attitude. The Good Guys do not care about customers. They seemingly are happy to keep my money as I could not reach a resolution and I was unable to resolve the situation. Avoid The Good Guys, avoid Nunawading store, they don't care about their customers. The attitude is abysmal, the customer service is non-existent.
Terrible Customer Service and Website
Purchased an item on the 28th of May, 2020 from The Good Guys online store and I still haven't received it over 3 months later. I initially got a response from their Customer Support team saying the item was out of stock but for some reason, the website didn't mention anything about the item being out of stock when I paid for it.
Sent 2 other emails to the Customer Support team and still haven't got a reply about this issue. The website is also awful and charged me twice for the item.
Don't waste your time with this company and their website.
Long delays, no contact, terrible customer service.
My order was made in July, it is now September and it still has not been sent. I was informed of a backorder on said product (additional note here, every single order I have made with them has been marked as in stock for online delivery, followed by me being contacted and told 'It's not in stock but we can work something out'. AKA blatantly lying on the website to make sales.) which I was told should be roughly 2 weeks. 2 weeks move and no contact, I placed it down to the backorder took longer than expected.
I checked about a week later, and b...ehold my WEB delivery order, is in stock at the store and ready for pick-up. I called several times and was referred to a higher up who would contact me back. Not once did I receive a call back. I decided to wait and see how long before I would be contacted. As of now, it is the 12/09, my order was made on the 10/07. This is unacceptable and I have asked for a refund. Don't shop online here. They lie about their stock to make sales, they're customer reps are bags of hot air that make promises but don't deliver. Oh and a quick kicker to this story, the product I ordered is back out of stock at the store I ordered from, in other words, they sold my product despite it being a delivery that was meant to be made to me. Covid-19 may be on-going, but this level of service has been constant before Covid and it will be constant after. Do not order from these jokes, save the hassle, go elsewhere.
2 Months... No order received
Purchased an iPad Pro over 2 months ago - there was no stock in my local store however the lady I spoke to said that if it is available online then it will either come from another store or through their warehouse.
On the order email it says "if the item is on backorder then we will either call or email you" - was never contacted and despite me calling over the past few weeks to see where it is at they have never had an answer for me and it has now been 2 months - they just processed a return so hopefully it comes through
Sadly there is no "take a star" button
Purchased an item on July 2nd which supposed to be delivered within 2 days. Received the item almost a week later from the Penrith store which is 7 minutes away from my address. Hence the item was too late, I have purchased the similar item from elsewhere and sent the item back to the store unopened. Store manager confirmed the item was received safe and said a refund would be issued shortly. September 10th today and I am still waiting for a refund. I have contacted them numerous times and been told the Covid-19 might have been the reason. My ...pair of sneakers arrived in 6 days, from New York, where the pandemic is amazing but The Good Guys store 7 minutes away from my place thinks I am stupid and will believe in every crap comes out of their mouth. Stay away, JB HiFi or Harvey Norman has better customer service and staff members with better customer skills!
Terrible experience, bordering on fraudulent
I placed an order online for a Bosch dishwasher because the website said, despite not being in stock at my local store (Robina), it was in stock at their warehouse and could be delivered.
I received one generically-worded email basically saying "it's being processed". After one week I started to get a bad feeling so I called the Robina store.
The girl on the phone, Jess, sounded rushed and defensive from the start. She admitted that there was no stock at the warehouse, despite what the website said, and that my order was on 'backorder' and th...
- Online store
- Verified customer
Paying with Latitude Pay delays The Good Guy orders.
Just a warning on those expecting latitude pay to be processed the same as a credit card payment (spoiler it's not).
For my first order using Latitude Pay I ordered some stuff from The Good Guys the morning of Friday 4/9/20 for Fathers day using latitude pay and 2 hour click and collect.
I did not get any order email from good guys, but did get a Latitude Pay email with the Good Guys order number.
So I waited a day.
Saturday 5/9/20 I still did not get an email or phone call from good guys saying the items were available to collect.
We ordered a range hood in Good Guys and selected online but after 3 business days we haven't heard back from them.
I dialed the number from the confirmation email 0297146100 and the lady sounds in a hurry and put me on hold for more than 15mins. Then I dialed the number from their website 1300942765 and directed me to chatswood because the auto operator asked for my post code. The lady I spoke from chatswood directed me to dial 1300466348 and informed I cannot follow it up because the name from the order is not me.
It is very difficult to reach their support plus you don't get an update with your online order.
Worst online purchase experience
Online order took > 24 hrs to release/confirm order and after many calls to the Customer Care. Services terrible and show no empathy to customer concern and don't reply to email
Don’t waste your time here, just pay the bit extra and shop somewhere else
Website showed my item as only being in stock at another place so ordered click and collect there. Get an email saying it was ready to collect but when I get there they didn’t have the stock. Turns out where I would have preferred to go has the stock but they can’t transfer the sale. I had some store credit which they said I’d have to call customer service. Call customer service that said it would have been reissued with the refund, why didn’t the store know this?!
Find out the refund will take 3-5 working days and I need the item before ...I go on holiday. This is place is appalling, I would have just ordered from the place in stock if anything was accurate but they make it difficult to do after that. Save yourself the hassle and time wasting and shop somewhere else.
Zero stars if I could
Ordered a Dyson air wrap yesterday click and collect in 2 hours. Taken my money of course but no email confirming order. Called store and they have no confirmation of order either. Customer service told me it’s an IT issue. Ridiculous. Not happy at all
online service useless.other places see item buy item collect item simple,not for the good guys already taken my money but ahhh no email.put my money back into my acc. you idiots
The bad guys
Item not delivered even after 2 weeks and zero customer support! Order Id No:89465336. There is no customer support email or phone number for online purchases, never buy from their online store!
No customer service whatsoever
We ordered a coffee machine and some accessories for our airfryer two weeks ago. The following day my husband got a call to say the coffee machine was not in stock, Was showing as in stock online and no offer to sell us another model. Hubby then asked if they were sending us the other items we ordered which they replied yes and that they would be in touch about an eta on the coffee machine. Yesterday my husband rang them to ask where our accessories were and if there was an updated on the coffee machine which they said no and no. Hubby then ask...ed for a refund and was put onto someone who was going to take care of that. Still no money in the bank and reading these reviews (which I wish I had of done first makes me wonder when we will see our money??? Side note I ordered same machine from Harvey Norman online this morning and picked it up from their chadstone store before lunch. They know how to give great service ! Shame on you good guys.
Complete Lies a bate and switch scheme
I ordered a fan from their online store. I chose that deal because of the incentive of a store credit.
Unfortunatly they never give you the store credit. And they have just used Covid as a handy excuse to stop processing any customer 'care' claims relating to any promotions. So you can't call them and if you email them you wait. Still waiting days after. I've emailed them every day
still no response
lack of communication regarding which cooking appliance to use on Ceramic Cooktop.
After spending thousands of dollars purchasing MIELE cooktop and oven ,I find that my cook ware will not heat up to cook anything. Why wasn`t I advised by your commission seeking sales person on what appliance to use.???
Questions & Answers
Is there vacuum cleaner available?
I have ordered a Technika 60cm Gas cook top with Henry. Am trying to pay via credit card. Please help
Patricia Fincham - Mitcham, 3132
How do I unlock phone I bought on Good Guys online store?
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