The Good Guys Online store

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.

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.

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’.

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.

The worst online experience I have ever had ordering a product, i don't bother to write reviews usually but good guys have just been putrid. We received a printer that been returned multiple times and the things been thrown around like a piece of… Read more

garbage, literally looks like its been thrown off a roof or dragged behind a car for a few kilometers. After paying for delivery I took it to the Marsden Park store in my own time to return it as good guys refused to pick up when i requested. They said they would replace it and after waiting for a new one to come in they ask me to pick up from store, this is via email and after chasing up multiple times, i said no i paid for delivery so please deliver, no reply email or acknowledgement. So today they deliver the exact same beat up box and printer I returned a month ago even has the same sticker on it with last months date. These guys are pathetic i didn't realize that you could receive such terrible service in Australia in 2026. I've given up and will just try to use the beat up printer and see if it works.