- Verified customer
Good Guys Not on your life
I recently visited the Good Guys Bundall store 01/10/2019, to purchase a German manufactured pyrolytic oven. The salesperson convinced me to purchase A Fisher & Paykel oven, after confirming that the oven could be self cleaned with all the cooking racks in it, as the German brand could. After having the oven installed I read the manual and found that I had been mislead over every question I had asked regarding the cleaning of the oven. I phoned the salesperson and found that aftersales service was not of interest to him. 10 days of promises be...ing broken and phone calls not being returned. I escalated my complaint to the branch manager and sales manager of the store who were equally deficient in offering a resolution for a product sold that was not fit for purpose. Good Guys will sell you a product quick enough, but if good old fashioned after sales service or assistance is required, they are difficult to deal with.
Poor service slow systems
We paid for an item online, as they couldnt process our credit card in store. Waited 30 minutes in store for the item although they already have the payment confirmation. Their systems are exceptionally slow. Surely common sense should prevail!
Samsung washing machine
Don't ever buy anything from here, because they're so dodgy in giving back your money or fixing your item few, days after I have purchased a washing machine it took me 1 year to get a replacement even know it had 2 or 3 year warranty, these guys are the biggest sxxms they will not help you there's no word for it but sxxms. Even the owner he's the biggest sxxm than anyone else and they will not refund your money even know i paid in cash I paid $1800 and I have had the same experience with the Pakenham store as well the franchise is very bad they do not want to help after they take your money
Rude staff and worst customer service I have ever experienced
15 October 2019. Called the Good Guys in Geelong and was told my a staff named Matt that I was allowed to pick up the TV my son purchased through ebay using PayPal. Was told I could go directly to the warehouse at the back of the store. Got to the warehouse and was then told I need to show them paper work from the store. Went to the store and aside trying to avoid serving me, was then told they could not release the item to me. Did not receive any apology due to another staff giving me incorrect info. Staff, specially the one I was originally dealing with, was very rude and defensive and could not even say Sorry for a mistake made by one of their staff. Ain't going back to that place.
- Verified customer
Concierge Rewards not received
have purchased Gold Service Extras on two products on Dec 2018.
I have been told that I will receive $20 rewards 6 times over a year. Till now received only two rewards.
Tried contacting Concierge Rewards team, As per their system three store credits were successfully sent and they cant do anything for the missing rewards.
In short, Its disappointing to hear such response from them that I wont be able to get rewards which was not delivered to me but is showing in system.
It would be great if Sales team inform buyers about such scenarios from Concierge Team and there is no guarantee that rewards will be delivered to you.
- Verified customer
Eric is the best
Had to replace our plasma tv. Did some initial research on line and decided on a Sony. Visited Goodguys in Ballina and Eric immediately assisted. Initially he recommended upgrading to better quality due to refresh rate, but when we told him we use Foxtel he then said the cheaper version would be fine. It was refreshing to talk to someone who knew what he was talking about. We then requested installation. He arranged to have it delivered and installed that day. Could not be happier with his service. Now installed and very happy with tv. S...ony 65in 65X8000G, this is the lower cost version of 8500G series. We also have the 8500 series but really have difficulty seeing the difference. (Maybe the 8500 has slightly richer colour, but hard to tell as they are in different environments). My only comment about the tv is that it is much brighter than plasma. In a bedroom some people might find overwhelming. Thanks Eric
I bought a washing machine three years ago. Their delivery service installed it for me and removed the packaging. Fine. Probably three months later I noticed that an entire bottom panel was missing from my machine. I emailed The Good Guys about the issue who then forwarded the email to the store from which I bought it, to no avail, no reponse. Perhaps the delivery person threw out the panel along with the packaging. While this missing panel doesn't affect the function, its just now ugly.
Next, a year later I bought a dishwasher. I was looking ...at a particular one instore in stainless steel, and I was told they only have it available in white. I said ok. After the purchase they helped me load it into my vehicle, only to realise I paid for a different model altogether. Not happy. I did not bother going through the hassle of returning. Finally, I was after a particular model of LG fridge due to its energy rating. Again, I was after stainless steel, but they didn't have it in stock. So I was offered it in black. I agreed. Lo and behold a different or previous model in graphite was delivered with a less-than-what-I-expected energy rating. Now my grumble isn't about the products themselves but about some who sell it. Twice I was duped by salespersons who either lack knowledge of their own products or who are solely focussed on meeting their own KPI's that the words same/similar have become one and the same thing. On another note, don't bother with concierge unless you fully read the terms and conditions and you're happy with it. One of the terms is that they will arrange the repair for you but you still have to pay for repairs. Do yourself a favour and organise repairs yourself. Luckily I still manufacturers warranty when my dishwasher faulted. I regret buying concierge twice, third time I skipped it.
best customer service experience
I went to Casula,NSW to buy 75inch smart Samsung 4k tv. Received fantastic service by fijindian boy who had started job only months back who helped me for price matched anx delivery too. infect got best deal out there.
The reviewer stated that an incentive was offered for this review
Excellent customer service
Today I bought a Dyson vaccum from the chadstone store. The staff member Steven went above and beyond helping me select a vaccum. Further more his knowledge and can do attitude was a shopping experience I have never had before. I couldn’t recommend Steven and the store manager Andrew more. Thanks you guys I will be recommending you to all.
- Verified customer
Paid $2000 for crap hisense 75r6 tv after salesman continually quoted how good they were and how good they were with aftersales service and warranty claims compared to other companies. I have emailed hisense 3 times after registering the tv with hisense online and have not once got a reply with issues with this cheap crap tv. I asked salesman if there were any sales coming up or when the best time of year was to get a good deal. Was told no sales coming up and id missed run out sales of old models. 1 week later this tv was advertised $250 chea...per. They continued to advertise tvs id originally gone to buy but were out of stock for over a month later and salesman told me they werent getting any more of them. Obviously sales staff either push products that they get better commission/kickbacks from or have no idea what their talking about. I contacted them about price drop garantee id seen advertised and was told that was no longer offered and finished last month and if id purchased their concierge service for around $300 they still did that. What a joke. Nothing good about these bad guys
I find them helpful and informative. My experience is that I find they have my best interests.
The Good Guys offer polite, helpful and friendly customer service. I find them helpful and informative. My experience is that I find they have my best interests. My overall experience with them is excellent. I am not being rewarded in any way for writing this. I found their products at least very good , if not excellent.
Terrible after-sales service re delivery
I bought a fridge from Good Guys Castle Hill. The delivery driver refused to deliver the fridge due to the stairwell size - fine. So we ordered a smaller fridge for the next day delivery.
It never came, I called Good Guys Castle Hill and they couldn't tell me why it was not delivered. They could not get into contact with the warehouse. They gave me the number for the warehouse to try and arrange the delivery.
Eventually, Good Guys Castle Hill call and say it will occur tomorrow. After 11:00am I call Good Guys Castle Hill as there was yet to...be a delivery. I call every hour thereafter because no one can tell me what happened or when it will be delivered. After another day of this, we demanded a refund on the fridge and was given one. Long story short: Good Guys have little to no control over the delivery drivers or the warehouse.
Bought this tv beginning of last year and was excited to finally have my first smart TV. What a load of rubbish. Was not informed by the salesman that apps such as Stan and SBS On Demand could not be put on. Apparently it is not an android tv. Never knew they existed. Good Guys salesman should have honestly informed me of the limitations of this TV not just be happy to get his commission.
Dismissive, dishonest & poor customer service
Store: The Good (Wicked) Guys Geelong
Unit 1/40-50 Fyans St, South Geelong VIC 3220
Staff: Adam Missen
Issues: 30 Days Change Of Mind Policy - even if the item is in resaleable condition
Bad service and will even talk you down.
Conclusion: Don't believe in the Terms and Conditions on their website - IT'S A COMPLETE RUBBISH! I'll take your custom elsewhere. If you experience the same later, use the social media.
Stainless Westinghouse Display fridge, great product poorly wrapped therefore damaged on delivery.
happy with its functionality, & appearance, its difficult to find a fridge that fit my kitchen & budget, delivered poorly wrapped and as a result it is covered in dents. Very disappointed.
A Lemon fisher and paykel washing machine
Will never go to a good guys store and purchase a product and neither will I buy their extended warranty fisher and paykel washing machine 4 times it's had an issue and still won't replace it ripping holes in clothes and towels
Poor service on faulty product
Bought a new iPad 6th generation but found that after 10 minutes use part of the screen lost colour. Took it back - no replacement, no refund. Told I could take it to an Apple store or else it would be anything up to 21 working days before I could get the problem resolved. Considering I bought from their store, not Apple, I think their " not our problem" attitude not good enough.
No feedback as to a lack of service
We purchased a camera at the Good Guys, Tuggeranong on Sunday, 2 September 2019. We were told that someone of the store would give us a call on Monday, 3 September 2019. We received no call on Monday from the store to tell us as to when we can collect our new camera.
No one called to tell us when we can collect our new camera.
We went back on Sunday,15 September 2019. We were told that we will receive a call on Monday, 16 September 2019. Again no call. We called at 1 pm on 16 September 2019. At the time we were told that someone will call u...s back within the hour. No one call. We called again on Wednesday 18 September 2019. That we received a email following the call; yet no indication as to when we will get the camera. Today we again call. This time we had someone being rude suggesting that we have it wrong, and the store has done the right thing. I have never seen such service!! Or lack of service.
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