The Good Guys Physical store

If I could give zero star I will give it. The service desk staff are terrible. I bought a phone and returned it just 5 minutes later the service desk staff refused to accept because i opened the box. The other one said she can contact the manager about the situation but she didn't instead the two of them were just chatting with themselves ignoring… Read more

me. I am more than angry. At least if they had contacted the manager as they said maybe things would have been sorted out but they didn't. They ignored me as if I am not a human being. I feel so disappointed. Never again The goodguys.

So iv brought 1000s of dollars worth of things from the good guys over the years and many years at that and a few things have been faulty taken back or swapped but this time im soooo not happy.... i brought a Westinghouse fridge and literally iv made a few calls to them and them saying they will call me back etc.. and said they will swap for a… Read more

different brand or refund etc.. they have no idea and this is now the 4th time iv gone in over a,few months now i should have said before and yet again tonight, the sales guy had no idea who i have to call , so i asked for the the manager and of cause he was busy and never came out The fridge is like maybe 12 months old, but iv been on this for a few months now, but iv been so ill to ring like 100s of times a day I said im over this fridge none of the shelves come out so i cant put milk etc in I said i want a different fridge , iv had this one I purchased the extended warranty to 5 years ,(((((( it does not cover replacement or refund )))))) Seriously GOOD GUYS this one is soooooo stressful, and i dont want to keep trying to pull them out with my Arthritis im worried i will hurt my hands .....even more And the door closes itself , before i put things in .. and yep its been leveled And to think i still went through and purchased a tucker box freezer from you tonight if theres and issue with this im not shopping there anymore.. Ps.... mind you 2 people said yes to refund , 1 person said yes to replacement today gold coverage said no ....

●●●●●●●●●● UPDATE●●●●●●●●● 3rd November 2026 DIDNT get a new fridge stuck with a crappy one as told I would get exchange i still needed ,a freezer Brought a tuckerbox and the lid doesnt seal proper omg.. never ever going here again PS. THE SHELVES STILL DONT COME OUT AND FREEZER STILL FREEZERS OVER

Went to GoodGuys in Butler WA and bought the Roborock Q7B+ Robotic Vacuum. Absolute dud out of the box. Charged it up to 100% and used it for 3mins after that got error messages from the app saying “main brush jammed. Remove and clean the main brush and bearings”. I bought this because the initial reviews were mostly good, but I call nonsense on… Read more

all of them. Do not buy the this product at all.

I am taking it back to get my money back and will not bother will a robot vacuum again.

It is a very good product and the explanation which they are assisting is very clean and they are very patiently explaining am happy to purchase in good guys I have paid for gold plan they are providing us good vouchers and it’s worth paying thank you good guys am very much happy Show details

Very inefficient customer support – Bought a TV in a sale and arrived faulty. Shipping is quick the only good experience in this purchase so it deserves one star. However, the TV is faulty and it takes me so much effort to get TGG to follow it up. Went to the local store and staff said online purchase was not in the store system so they could not do anything. Submitted complaint… Read more

online and TV manufacturer TCL contacted me after 2 days to check my invoice everything and asked me to contact local store again.

Called store, waited long and the support said he would arrange a home repair inspection. It didi not happen. Just another support call lodged at TCL. After several calls with TCL, videos uploading and photo emailing. TCL asked me to call store again to speak to a lady.

Called store two times in the morning and around lunch the next day. First time no pick up. 2nd time got told that the lady was too busy to answer me.

All in all, TGG has this partnership with TCL and they just hate each other and always expect customer to check everything actively with the other party.

Still waiting for the lady to follow this up. Basically nothing has really happend after 3 rounds contacting both supports. Indeed a bad experience. I believe I would avoid buying from TGG for quite a while.

Poor Extended Warranty, Not really helpful, another way to fool customers – I purchased 75" Samsung TV and got 3 years extended warranty. My TV screen start blinking at frequent intervals. They took 6 weeks and claimed that they have changed part and fixed the issue but problem still appeared after few hours on the same day. Just pure waste of time and now they are asking to take few more weeks to play their repair game again. Very disappointing. Show details

Do yourselves a favor we have bought so much from the Good Guys over many years, but never buy an EX-display Tv $ 1700.00, 20% knocked off from the original price from the Good Guys Butler WA 6036, lesson learned we had defects after 4 months. They lodged a repair to LG not an Assessment, and after I did some investigations tried to ask The Good… Read more

Guys for a refund or replacement and would have purchased another tv from their store. This had to be reviewed by LG who declined the assessment. No word back from The Good Guys so we have now settled for the repair. Hopefully we will have a working tv with no issues. Camtec in Perth are coming out next week with internal parts to repair display components. Apparently due to the length of time the tv was on display in the Good Guys shop would probably have caused the geometrical blocks which you see on the screen. Even if not, still we have a defective tv!

Avoid LG & The Good Guys – Terrible Product & Zero Warranty Support I purchased an LG Fridge/Freezer from The Good Guys, and it has been a nightmare from start to finish. The freezer constantly icing over and ruining frozen goods. LG sent out a service technician who admitted he didn't know why it was happening, yet LG officially claimed… Read more

"nothing is wrong" and refused to fix, replace, or refund the unit. When I escalated the issue to The Good Guys while the unit was strictly under warranty, their solution was to tell me to sell the faulty fridge myself and buy a new one from them at a discount.

Neither company honored basic consumer warranty obligations. I was continuously passed back and forth until the warranty period expired. Buyer beware: if something goes wrong, neither LG nor The Good Guys will stand behind the products they sell.

Extremely disappointing experience with delivery and significant damage to our property done by their delivery service. Considering prices are comparable with other retailers, I would highly recommend avoiding The Good Guys. Our experience with The Good Guys has been beyond disappointing, particularly in the way a delivery-related issue is being… Read more

handled.

We purchased a new fridge from The Good Guys and arranged for our existing fridge to be removed as part of the delivery. During the removal process, the hardwood floorboards were extremely damaged. The removalist subsequently acknowledged that they had caused the damage, and show us photos they’d taken from before the removal documenting the condition of the floor, without any of the damage. We were therefore expecting the matter to be handled reasonably and for the damage to be properly addressed quickly.

Instead, the process of getting the issue resolved has been frustrating and time-consuming. Despite the evidence of the condition of the floor before the removal and the circumstances in which the damage occurred, we have had to spend a significant amount of time following up and trying to get a satisfactory resolution.

The damage was to a rental property that we were moving out of a week later, so now this issue and delay is holding up our total bond being returned, which has obvious financial implications for us. Still no urgency or care has been shown.

I understand that accidents can happen during deliveries and removals. What I expected was a straightforward process once the damage had been identified and acknowledged. Instead, resolving the matter has required repeated follow-up and has been far more difficult than it should have been.

I’m posting this publicly because I think customers should be aware that the experience doesn’t necessarily end once the delivery is completed, particularly if something goes wrong during removal.

Lack of customer service, when clearly documented after 10am for delivery! People work and have commitments, I booked delivery date 8 days in advance for that reason.

I cannot express more emphatically how frustrating my experience with this store was recently. We ordered a fridge along with some other appliances which we collected that day, the fridge was in stock at another store so we had to wait to hear from the store as to when it arrived so we could pick it up. A few weeks later we moved house without a… Read more

fridge in our home yet so, I called to inquire about the fridge. Across three phone calls I was informed it had actually arrived the week before but was unwrapped and put out on the floor on display. I was reassured it was in perfect condition and would be rewrapped and put out back awaiting our collection. We collected it the next day and transported to our unit, it was definitely wrapped well with about 20 metres of bubble wrap. However when I opened the door it didn’t open properly and it was then obvious the fridge had been dropped at some point as the bottom hinge was skewed and the whole right side showed damage (significant dents all along the edges). The door did not open properly and when it was closed and the lower hinge protruded out from under the fridge. I rang the store and was met with a stern response about what I was required to do next to be considered for a replacement, I don’t know who spoke to me but they were female and spoke over the top of me during the conversation. I emailed the pictures the through and was then offered a replacement fridge and that it would be delivered, whilst the one we had would be picked up. During the course of several conversations we discovered there was no availability of a replacement fridge but we could be offered an alternative. The options were discussed and we decided on a solution, and was then told we would pay the difference for it. I objected to this given the trouble we had had already, suggesting the cost should be bourn by the store. I was told to wait and an alternate solution may be negotiated. The final offer was a suggestion that we pay a total of 250% of the original cost of the fridge we purchased to pay for the alternative. I then requested a refund and to have the fridge collected, which thankfully it was in good time. We sourced a comparative fridge from another store the same day and brought it home. Meanwhile the refund, which I was originally informed must be processed in person in-store, took more than 3 weeks and again, my insisting it be followed up by the store. Finally, we again were offered a solution as compensation for our trouble (a $100 voucher). Again, the solution involved us spending more money at the store. This whole experience was an absolute waste of our time and was frustrating over and over again across several weeks. It will be some time before I decide to shop with them again and I certainly don't recommend anyone else shop with there either.

We bought a Lenovo Yoga from the Good Guys at Castle Hill for my Daughter’s school laptop which stopped working within the warranty period, so we brought it back to them. They agreed to send it in to Lenovo for investigation and repairs. When we dropped the laptop into the Good Guys Castle Hill there was no physical damage at all to it. A week… Read more

later, we received a call from the Good Guys Castle hill advising us that “Lenovo were refusing to fix the lap top under warranty as the Good Guys staff had found physical damage to the case” and sent us an e-mail with photos. The damage was obviously caused by the Good Guys Staff who probably accidentally dropped it and of course they weren’t going to be honest with us about it. My Wife and I tried arguing with the staff that the laptop had no damage before we dropped it in to them, and that the dented lap top case was obviously caused by one of their Staff dropping it, but as we didn’t take photos of the laptop when we dropped it in, we had no proof. Will never do business with the Good Guys Castle Hill or any other Good Guys for that matter! Will shop with your competitors; JB Hi Fi and Bing Lee instead!

Very disappointing experience at The Good Guys Helensvale. I have been a long-term customer and have referred a significant amount of business to this store over the years, so this experience was particularly frustrating. I purchased a Cygnett power bank and a travel adapter. Both developed a fault where the USB-A port intermittently fails. The… Read more

travel adapter was tested and replaced, however the power bank issue was dismissed simply because the fault did not occur at that exact moment in-store.

I clearly explained that the issue is intermittent and occurs when all ports are used simultaneously over time. Despite this, staff only tested the product using a single cable and did not attempt to replicate real usage conditions. I was also asked to bring my own cables, which is unreasonable.

What made the situation worse was the conduct of staff:

* I was told words to the effect of “I don’t care how much business you bring.” * I was told that using a store cable for testing would be considered “stealing.” * Comments were made along the lines of “this is Australia” while explaining consumer law, which felt unnecessary and inappropriate.

The overall tone from multiple staff members was dismissive, condescending, and at times intimidating.

The only positive part of the interaction was [Name Removed], who acted professionally and indicated he would follow up with the supplier.

This was not just poor service—it was an uncomfortable experience over a straightforward warranty issue. Based on this, I would be cautious in recommending this store.

I wanted to purchase cooktop to fit into my existing space. Took in manual of my existing cooker so staff could determine a cooker that would fit into that space. I picked an Asko cooktop that I was guaranteed would definitely fit. Gas plumber arrived to install the Asko cooktop. It did not fit. I made a couple of calls to the Good Guys for them… Read more

to advise me what I should do. No return call was made until 4 hours later. By this time I had given the gas plumber the go ahead with the installation. He had to go and hire a grinder to cut through the granite to enable the Asko cooker to fit. The installation cost me an additional $300 which the Good Guys would not take responsibility for. Would love some feedback. Do you think the Good Guys should have reimbursed me the additional cost for their mistake. I’ve attached a picture of some of the granite that needed to be cut away.

The Good Guys – Misleading consumers I purchased a $2,000 Samsung refrigerator from The Good Guys, clearly sold as new and original. Samsung's refrigerators' lifespan is 10-15 years, and failed in less than four years, already unacceptable. What followed was worse. After back-and-forth between The Good Guys and Samsung, it was confirmed by… Read more

three Samsung representatives that the fridge has no serial number whatsoever and lacks basic Samsung identification details (compressor number, specification labels, etc.).

A branded appliance sold as “new/original” without a serial number should never happen. This raises serious questions about whether the unit supplied was refurbished, non-original, or otherwise not compliant with Samsung standards.

Rather than resolving the issue, The Good Guys repeatedly redirected responsibility to Samsung.

This experience is misleading to consumers and highlights a complete failure in product verification and accountability.

I would strongly advise buyers to check serial numbers immediately and not assume they are receiving genuine new stock.

Disgraceful treatment by Store Manager [Name Removed]. Purchased LG refrigerator (GF-V700MBL) for $2,700 in January 2025 (Invoice D0782654274). On 23 Dec 2025, LG's own authorized technician diagnosed a STRUCTURAL INSULATION FAULT in the cabinet. Why this is IRREPARABLE: The insulation is built into the cabinet walls during manufacturing - it's… Read more

not a replaceable part like a compressor or seal. To "repair" it would require dismantling the entire cabinet structure, which cannot restore it to factory-sealed standard. The LG technician confirmed this defect cannot be properly repaired.

This is a MAJOR FAILURE under Australian Consumer Law - the fridge is permanently unfit for purpose. I have the legal right to CHOOSE between refund or replacement.

[Name Removed] refused my choice of replacement, attempting to force a "repair" of an IRREPARABLE structural defect. Ignored my formal letter of demand and 16 Jan deadline. Formal OFT complaint lodged (CRN: 203225800958959).

[Name Removed] clearly doesn't understand consumer rights. AVOID.