The Good Guys Physical store

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 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..

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

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.

I purchased my TVs, soundbars and applicance and paid for installation. Good Guys sent me an installer that had no idea what he was doing using 90mm screws for a 5kg soundbar (as you can see how big the hole is from the image below) and damaged my bedroom wall which went through to my bathroom and broke my tiles and ruined the waterproofing in the… Read more

bathroom. The house was a new build and it was only our second day in the house. That was 4 weeks ago and I have provided Good Guys home services everything they asked for, images of the damage, 3 quotes for repair and still under review. What is there to review, your install damaged my brand new home due to his incompetence and I will not wait any longer as i have a brand new house with a bathroom i cannot use thanks to the Good Guys. NEVER trust their installers they charge so much and are so inexperienced.

I bought a Haier two door fridge from the South Tweed store and had a problem with it being lifted up my stairs to the kitchen. Only after I complained to the store did they send 3 strong men to lift it into place for me 3 days later. After 7 weeks the fridge stopped working so I contacted the store and they arranged for a removal and replacement… Read more

of the fridge. Although I told the store and the delivery subcontractor that it would require 3 men to lift it up my stairs, only 2 men showed up. They attempted to drag the fridge up my timber stairs scratching and shredding them in the process and also leaving dirty black marks on my walls. I contacted the store and was told that they had arranged another date for me to have the fridge lifted and the faulty one removed. However no-one turned up on that day. So I contacted the store again and they said they had no record of the second delivery. I was given a third delivery day 3 days later. I have lodged a claim for the damages incurred and I'm still waiting to hear about this. This store has absolutely no communication between them and the delivery subcontractors and they are totally incompetent. The delivery men are not equipped or strong enough to lift heavy appliances. They have no duty of care and show very little respect to the customer. I will never purchase a new appliance again from The Good Guys. Their service and customer care sucks!

PRODUCT ALERT. Don't buy LG Fridge/Freezer. I am requesting a refund for my LG fridge/freezer due to multiple faults and ongoing issues which have not been resolved. The appliance requires a new compressor, and due to ongoing temperature problems, the interior of the freezer has cracked. The freezer also fails to freeze consistently. In addition,… Read more

the ice machine flap does not close properly, causing the ice maker to freeze over and stop working. I frequently have to melt and clean it just to get it functioning again. I can no longer use the ice and water dispenser at all.

I purchased this fridge believing it was stainless steel. The exterior is now turning black, and I have since been advised that LG paints black fridges silver and markets them as stainless steel. The fridge doors are also misaligned. The technician who attended confirmed these issues and stated that all of them required fixing, yet LG is only willing to replace the compressor and is refusing to address the remaining faults.

LG’s customer service has also been extremely poor. Their representatives have been aggressive in their responses, place me on hold for extended periods (often 20 minutes or more), and continually transfer me between staff without resolving anything.

LG has advised me that The Good Guys Browns plains can issue a refund, but the store manager [Name Removed] has been unresponsive. He has repeatedly dismissed my concerns, failed to return calls, and has not replied to my emails. Says he can't get through on my phone even though I have heaps of calls on my phone daily as I use it for business. Very Disappointed The Good Guys and LG Global.

Terrible after sales service. $1500 vacuum and mop developed fault 11 months after purchase. would not vacuum debris into vacuum bag but just gathered it in clumps and would not mop as nail from inside unit which attached to mop pads rusted +++ and… Read more

sheered off. Good guys not accepting this is a major failure and item not fit for use but insisted we send for repair and we would get back within a reasonable time but unable to say how long that is. Reasonable is that an expensive item would last longer than 11 months and that an item that deals with water as a major use would not rust.