We went in to purchase a new fridge and the young lady who served us was extremely helpful in helping us understand the features of the fridges that would fit into our space. Before we purchased our fridge we went to a competitor to check their prices and were served by a complete idiot who didn’t seem to care if we bought a fridge or not. So we went back to Good Guys and were once again served by the lovely Nadine. We purchased our fridge and were given a price comparison reduction in the cost without even asking. We bought our fridge on a Tue...sday and it was delivered the next day by 2 lovely delivery guys. We were sent a msg telling us the fridge was on its way and was 15 minutes away. They gave us tracking so we could see the truck as it got closer. All in all buying our fridge was a positive experience from start to finish
Unhelpful Customer Service
I bought the Vidal Sassoon Prodry 2300 hair dryer from The Good Guys, Auburn. Firstly there was no customer service reps available to help. A few that weren't busy with other customers were quite 'busy' chatting away with each other. After buying the hair dryer and taking it home, I found that the Cool Shot function wasn't exactly 'cool' and still blew warm air. I took it back to them to find out why. The lady at the desk checked it and seemed to agree that it wasn't cool enough as compared to the one she uses.....at first. Upon discussing with...her manager, he seemed to think it was working fine and gave examples of how his wife had 3 hair dryers that work similarly! Soon after the lady changed her stance and said it was totally fine and the hair dryer doesn't shoot 'cold' air, but only 'cool' air. When I requested if I could return it, she refused as it was open. I wonder how we are supposed to know if we do not open the product? Bottom line - It is better to buy products from other retailers like Myers, KMart who would be happy to refund if the product isn't damaged. Atleast you can buy in peace! Most importantly the customer service is way better than what The 'Good' Guys offer..
Poor Customer Service
Was advised it would only be a 2 week wait for the fridge we ordered just before Christmas (that’s reasonable) this wait has turned into 6+ weeks. We would not have purchased the fridge from the good guys had we known the wait would turn out to be this long (would have found a store with the fridge in stock) Why don’t your stores stock smaller fridge not everyone buys a HUGE fridge ... there was also very poor communication from the store we only found out about the delays. Even on you website bit it’s saying the item we brought is available for delivery in 3-10 days this is clearly wrong
- Verified customer
Good Guys Nunawading flawless service
We recently bought a new TV from the Good Guys in Nunawading. It was before the Black Friday sales and part of the pitch was if the TV went on sale during the Black Friday sales and it was advertised as cheaper than our price, we would be refunded the difference. This occurred and I sent an email to them to explain what had occurred and there were no issues, the refund amount would be made if we went in store, which we did, no hassles, the amount was credited no problems. Once we took delivery of the TV, unfortunately it was lemon, it would ...not start up and we contacted the manufacturer who were no help at all. We contacted the Good Guys on 23 Dec, they were fantastic, they had a new TV delivered on 24 Dec as promised, removed the old TV and we had the new TV up and working before Christmas. So very impressed with the customer service we received from the Good Guys in Nunawading, great prices, great service, would definitely recommend them. They've won us over.
- Verified customer
I wish I’d check this review site before ordering from theGoodguys.
I wish I’d check this review site before ordering a Fridge from theGoodguys.
I’d purchased a fridge on the Boxing day sales and it arrived on time BUT with substantial damage (massive dent on its side). They couldn’t replace it as they claim they didn’t have any more in stock and I will have to wait 3 weeks for another one to come from Sydney. They offered a lame $50-100 off the cost if I was to keep the damaged fridge, I wasn’t happy with such little compensation for such a substantial damage. So I asked for my money back so that I could order...
Tried and Tested
We’ve been Good Guys’ customers for more than a few years now, and always found them to be fast, efficient, knowledgeable and very helpful. Yes, in really busy periods help can be hard to find, but that’s the price you pay for being popular. Always in stock, always competitively priced, and with regular genuine specials, they’re our go-to for appliances and Tech.
“Thieves” The Good Guys Concierge Service is rubbish
I purchased Hisense fridge with The Good Guys Concierge Service (Rip off Crapy service) after the sales guy in Castle Hill told big things about Concierge Service but last month when my fridge broke down and I called them then the reality of these thieves came in picture. They sent the technician and in his report he’s written clearly that the fridge is Non repairable but when I called The Good Guys Concierge Service to check as we were struggling in hot weather without properly working fridge The Good Guys Concierge Service totally refused to ...replace it or give us any store credit. When I asked why, they had some crap excuse from all the tiny condition from the back page... spoken to their Supervisor and he wasn’t helpful at all. They said as it’s manufacturing fault it’s not covered in extended warranty, what a load of crap... I’ve bought numerous items from The Good Guys with Concierge Service but I will never ever going back to the Good (bad) guys... I’ve already started sharing my Bad experience with The Good Guys Concierge Service to all my family and friends and I’ll make sure no one I know ever go to The Good Guys to purchase anything. My washing machine broken down which I purchased from Harvey Norman with extended warranty and they replace it straight away with any problems..... Please avoid the bad (good) guys if you got any options...
People don’t get fooled by their concierge or any extended warranty this company tries to sell you.
I have purchased a fridge with extended warranty. The same problem happened 3 times and they refuse to replace the fridge. They will do their best not to replace their faulty product. Stay away from The “Good” Guys.
worse customer service I have ever known
Bought a TV that has gone wrong time after time also have there concierge gold service (a total joke) have been told that after finding no picture just sound on this Sony Unit and messing around turning it on and off for goodness knows how many times and geting it to work in the end that I might be charged if they come to repair it if its working this is eight months old
Rude with poor customer service.
My second visit to Castle hill Good guys proved as disappointing as the first . Rude and too busy chatting amongst themselves. Unless your Indian, they don't really want to talk to you.
Dumb, Dumber and Dumbest
Quoted a price, nope stuffed that, they tried reduce but still stuffed that up again still not the price I was quoted. They don't know how to fix and change paperwork and Even remember what they have been reading. Last time I purchase from Bathurst Store ever again and will deter my family members too.
Unconscionable Sods should be their name
new air conditioner (<12 months) has condensation water draining down the wall before Christmas 2019. Aged pensioner with emphysema in the bush fire smoke. No service response until 9 Jan. Charged $179 for the service call because it was an installation problem. What sort of concierge assistance is this.
Terrible delivery services...
I purchesed the fridge on 3/1/20 promissed delivery next day.
Yes,they delivered fridge and left outside the house and run away.
Fridge needs to be delivered on first floor ( needs three people),today we was waiting for 5 hours and finally they came second time, two of them and just went back because they need 4 people to bring it up. I told clearly three times to girls in GG customer services yesterday it is first floor, big fridge and needs more people, but they do not listen obviously. Tomorrow I am waiting third attempt to solve the problem...
- Verified customer
Purchase experience of Samsung 75" RU7100 4K UHD Smart LED TV
We recently purchased Samsung 75" RU7100 4K UHD Smart LED TV from Good Guys Cannington. The full payment was made on 24th Dec 2019 including for a fridge and a washing machine. Since we are currently building our house, we made the request to them to keep these 3 items with them till end of Jan 2020 (even though the sales person in the TV department - [name removed] didn't agree to do so yet another lady who helped us to buy the fridge and washing machine agreed for the delayed pick up).
On 29th Dec 2019, I received a call from [name removed]...(who was the TV department sales person) and said that he got an unfortunate news on the TV as the TV which was allocated to us had been found broken. As they do not have any other in the stock he said that he was willing to refund or replace with LG TV which was with same spec. At once I was shocked and didn’t know what to tell him, yet I advised him that I would come to the store. Within few hours, I made a visit to the store and met him. (Our impression towards this salesperson in the TV department was not good as he never showed any willingness to explain features about this TV when we came before). Without any hesitation he said that the only option is the LG and if I was happy then he could change the order. Luckily, before visiting the store I made a visit to Retrovision and Harvey Norman. Retrovision said that they do not have stocks but could be ordered for me and the TV could be available in 1 week. Harvey Norman confirmed that they had stocks. I told [name removed] about this and at once he turned down my comments condemning that they would not have stocks for this TV. Also he said that Good Guys is unable to order any more stocks. I did not want the LG TV and advised him that I require the refund. Same day, I went to Harvey Norman and they offered me the same TV and got it delivered very next day. I didn't like this experience with Good Guys due to few points, 1. How come [name removed] didn’t allow us to keep our items till end of Jan 2020 where as the other person agreed? 2. How come [name removed] knew the TV which was allocated to me was broken? Do they normally open boxes and check each of them? 3. As I have paid fully for all my items, how come the allocated TV got broken?
Good Guys - Preston (opposite Northland)
This store has completely lost it's sheen. They are far from the cheapest anymore, but even the service has gone downhill. A few years ago, you could barter and get a good price. Those days are truly over. Now expect to be confronted with a fixed price for quite a number of items in the store. Advice - shop around, for the Good Guys are not so "Good"anymore.
- Verified customer
Terrible delivery and customer service, do not care once got paid
Mid December purchased washing machine and dishwasher. Paid for delivery, unpacking and rubbish collection. First no-one had any idea when items will be delivered. Called shop as per instructions on invoice to be told "don't worry, no-one knows when". Fine, on actual delivery date got two SMS messages stipulating one time and then following message giving me another. What time then? No-one knows. They come two times, how clever. First delivery with washing machine was fine except inability to communicate with crew in English. However, second on...e delivering dishwasher was useless. Machine abandoned, certainly not unpacked and rubbish not collected. When asked they said "we don't do it" and run away. I reminded them by SMS that I expect them to come back and complete what was paid with no result. Emailed shop, no reply at all. Called shop, no answer, used "call-back" option from IVR, never called. Contacted them on facebook - they are "escalating", no result at all for weeks. I disposed rubbish, unpacked myself and will fill NCAT to get delivery refunded. Just what if I purchased fridge to have old one collected? Happy I did not buy from Bad Guys. Appliances are everywhere the same, what counts is good price and customer service.
Be Aware Of Their Extended Warranty And Lack Of Customer Service
The no lemon guarantee in their policy is a joke! Unless the product has the same error 4 times no replacement is the go. Be Aware people of this clause in their extended warranty. They will use this as an excuse to not replace a product even if it fails multiple times again and again. Unless its the same error code exactly, and with dishwashers they can have many error codes, they will not replace. Just hide behind what is policy yet doesn't actually detail this in their own PDS. A reasonable person would expect that on the 5th fault they woul...d come to the party but nope. Be aware of this when considering buying a policy with The Good Guys as this is not stipulated when selling their extended warranty product. Yes taken it up with them direct, yes escalated through their complaints section (what a joke that was) and now with the ACCC. Just making others aware of the shonky hide behind policy crap have dealt with lately so that hopefully others won't have to. Their policy is as follows:3.3.8 no lemon guarantee If a Product has a recurring fault which requires repairing more than three (3) times as a result of Mechanical or Electrical Failure, the Product will be replaced on the subsequent visit after an assessment has been made at your request, notwithstanding section 3.3.4 under the heading ‘Repair and replacement terms’. So recurring apparently must be the exact same fault, not multiple mechanical or electrical failures as has happened. Buyer beware as the old saying goes.
The most satisfied customer award is bollocks, particularly the Gepps Cross store. I have shopped there for years and considered myself a loyal customer. However, due to a recent stuff up which wasn't the first (though the Manager is happy to make all the excuses in the world for them, and not take responsibility for the ineptness of his staff or total lack of communication and competence between dispatch and FOH), I will never shop there again and recommend to my friends not to either. From the exchange with the Manager, it is clear he does no...t give a toss about his Customers. Yes Thegoodguys do have good prices, my suggestion is get their price and then go elsewhere to obtain a price match. Somewhere that actually cares for their Customers. This is the first time I have ever left a comment like this on social media, but bad Customer Service like this needs to be brought out in the open. It has stained my opinion of TheGoodGuy brand, its more of TheNotSoGoodGuys, or TheBadGuys, or TheWejustWantYour MoneyAndWeDon'tGiveATossAboutYouGuys. Star rating: -10.
Premium delivery is a waste of money
On the 31/12/2019, at 9.04am, my delivery of a condensed dryer purchased on 27/12/2019 arrived. Two men carried in the dryer, unboxed, unwrapped it and plugged it into the power point. There was a hose to complete the installation, but delivery man refused to do so. He said only unwrapping and plugging in is included in the premium package. He asked me to read through the instruction book to complete the installation. He was then in a hurry to dismissed. This is very unprofessional, I have wasted extra money in hope for an additional service.
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Questions & Answers
Bought a Samsung tablet at the GG today.
Went for help with old tablet....which stopped working.
Was given bad advice and railroaded into purchasing new device .
My old tablet information was all down loaded without my permission.
Was never asked if l wanted to purchase.
I'm a pensioner ....and feel taken advantage of.....missinformed......railroaded....bullied....coerced into a purchase.....which l didn't need in the end .
This was a hard sell and borders on manipulation and deception to force a sale.
What can l do?
Thank you for ypur suggestions.
I went straight back to state my position .....Including how l felt railroaded....Infront of the store manager.
I was basically dismissed....On the grounds of encryption by samsung of the tablet....Of my name ownership and identity....Makies it impossible to return.
I politely explained how l felt whilst being railroaded ....And explained that it was not ok to take over...The way the sales person did.
To use my lack of technical knowledge. ...And help requiring inferior and vulneracle position....As well as failing to inform me of the cosequences if he went ahead with the transaction...... Or actually tell me that this is the point of no return...Or actually ask me if l want to go ahead with the purchase....Is railroading shoddy salesmanship.
This I would expect from a dodgy car salesman...But not from a reputable store ....Who call themselves
The good guys.
Is the information on encription actually true?
Has anyone else ever expeienced similar sales tactics?
Who could l contact above the floor manager.
I feel the young man needs to be educated......To stop this from happening to someone else.
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