Reviewer Photos & Videos
- Physical store
- Verified customer
Worst experience - Malaga, WA store
I placed order for freezer in March based on sales guy showing me freezers are coming in store in 1 week. Its been over 2 months and no sign of delivery. After I paid them and started following up, it's always been 2 - 3 weeks more and later and started telling customers they're getting in May. Now they're telling customers most probably get in June/July. The sales guy rudely told me not to follow up and store will let me know when the shipment arrives. So I went to the store yesterday to get my refund and experienced rude customer service when...I told them the store should be able to track the shipment correctly these days and shipments don't get delayed by 2 months when their system showed delivery in 1 week. The sales team need to be honest with customers when taking order. When I asked if I can register my complaint/feedback, I got cold shoulder from the front desk and asked me to do whatever I want but can't register complaint in the store.
Don’t bother the service level is garbage
Two months I have been waiting for an item purchased from them. Their help lines are next to useless as you just keep getting transferred to the same person who wouldn’t help you in the first place. I’ve tried managers and I’m just about out of options. Think I can kiss my $100 goodbye
Bumbling, incorrect, and hard upsell
I spent a great deal of time in store before i finally had to get someone to assist me, 45 minutes and not a single staff member approached. I was sold a more expensive item than what i wanted on the basis that the one i wanted wasnt in stock but the much better, more expensive one, was readily available. I was also messed around at length on another product. the one I was messed around with, I took with me on the day, only to get home and find one of the components was missing parts, and not even clean, appeared to have been a returned, use...d item. When i returned it, it took longer than it should have, as the product was sold to me in a "package"that didnt exist on the system. I am still waiting for the refund to show on my account a week later. When i called about delivery of the other items, the one i was convinced to buy as it was available is now not available for a month or more. No apology, just rude, disinterested staff. Never again, should have gone to Harvey Norman
Customer service is dead...
Instead of travelling to the nearest Apple Store some miles away I thought I would visit my usual nearby Good Guys store to buy a new device instead. After wandering around for a while seriously wondering if they had sacked all their sales staff in this covid19 era (plenty of ladies behind the perspex barriers ready to take your money though) I continued to portray for a while someone who had money and was ready to spend it. Finally, a sales person shuffled towards me with a dolly loaded with cordless phones (who buys them anymore??) but acknowledged me with a G'day and kept going, not even a "can I help you sir?" or even a "are you right mate?" So I walked out....this is what passes for customer service in Australia 2020.
Just bad customer relations
Bought an expensive (for what it was) item because I wanted a good one and it failed in 18 months. They didn't want to know. Said it was "fit for purpose for the warranty period" whatever that means and I could lodge a complaint with the ACCC. Basically "see you in court". Not very good customer service. I called the manufacturer (Breville) direct and they're sending me the updated model at a 60% discount. That was the job of the Good Guys.
Worst customer service ever
Placed an order for click and collect but the order was stuck in the system somehow, once order went through i drove to the store only to find out it is not in stock. Service has been reactive, no phone calls no emails no apologies
Worst online experience ever - Do not order online - You will regret it
DO NOT order online - you will regret it !!!
Item was ordered on the 17/4/2020 and stated online was in-store, one month later the item ordered was never in-store and obviously hadn't been received. According to Bendigo store when I phoned to find my order they said it had been delivered into their store but now they couldn't find it. Until I phoned the staff hadn't even looked or thought to send my order out.
No I didn't know I would be waiting 4 weeks - definitely would have gone elsewhere to purchase
No The Good Guys didn't bother to send a...
No response in over 2 months!
I bought a $1300 iphone XR off the Good Guys online. When I had an issue with it (screen pretty much burnt), I followed their instructions online and put in an online request. This was at the end of March, I still haven't got a response from them! I put in another request a week later, and still no response. I had to call one of the stores, the guy there was nice enough to tell me to call Apple, and Apple actually ended up resolving my issue. Really disappointed with the lack of response and customer service, won't be buying off the Good Guys again!
Couldn’t organise a shower in a rainstorm.
LG Condenser Dryer TD-C80NPW:
Your Concierge team couldn’t organise a shower in a rainstorm! Very poor customer service, Calls are never returned (been waiting for a call since Friday). My family have been without a dryer for a month now. You have sent out numerous repairmen who consistently fail to repair this paper weight! Which has now leaked water all over the Laundry Floor. I demand to be reimbursed for the dryer and the extended warranty that I paid for. I have given you ample amount of opportunities to repair the dryer and now I am done. “Word of Warning” Do Not even think about sending another person to my home again unless it’s to collect the piece of junk that you sold me!
- Online store
- Verified customer
I bought an XBox Wireless Controller
I bought an XBox Wireless Controller and a Play & Charge Kit ONLINE.
The Play & Charge Kit is good.
The XBox Wireless Controller is not in the sealed box, the seal was taken off by someone.
I kept the box like that, took the photos, went to online inquiry, submitted an inquiry, they didn't answer me for one week.
Then I submitted another inquiry, they still didn't answer me.
Then I had to open and used the product, because I can't wait anymore.
I got an email to review The Good Guys and the product I purchased, after I submitted the review. T...hey replied to my inquiry after 1 hour, they said that if I have a problem with the delivered product, I have to bring it to the nearest store to claim. (Wth, I purchased online because I don't want to go out during covid-19 outbreak, now they asked me to go to the store). I called them again, they continue saying that they can't do anything or they can't give a return label, the only thing I can do is to bring it to the nearest store. I gave up!
Firstly I have been given wrong advice and product did not fit despite telling the staff actual brand I currently had and size of my rangehood ( had chef and wanted bosh). After swapping rangehoods I was charge extended warranty without even asking, and now product (I did not even want it, but been told I have to have it)is far to big. I can not close one of my kitchen doors and actual fan suction is so poor that my splash back is dripping all the time. Sick of to go back because nobody cares.
Do not go to get anything in good guys unless you prepare to do multiple trips and still not be satisfied as customer.
- Physical store
- Verified customer
Charged my credit card fradulently without my knowledge and consent
I bought some ACs and a fan from The Good Guys store in DFO Essendon in Melbourne on 1st December 2019 using my Go Mastercard for an amount of $4,921 . On 5 May 2020 the store charged me my card accoung with another amount of $1,396 without my knowledge and consent. When I confronted the store staff, they failed to come up with any reason as to why they charged my credit card account without letting me know. Please be aware from providing them your credit card details as there seems to be no system of customers data protection in place within this business.
concierge program comedy of errors
I purchased a television on Boxing Day from the store in Chirnside Park, Victoria, at the same time I bought the Concierge package as was recommended.
Three months later, at the end of March the TV stopped working, because the television was less than $500 I contacted the concierge program to have it replaced fuss free within 48 hours as is declared in their product statement.
Unfortunately the program actually has no jurisdiction over the replacement of products and after speaking to a representative was told I would hear back from another ...
Horrid customer service from Concierge
We bought a Samsung tv in 2017 with the Concierge Gold Class insurance. We have bought a lemon tv as it has been repaired 3 times with the 4th time suppose to be a refund of monies or swap for like for like product.
We have been fighting with concierge to pay us out for the failed tv and they are simply refusing.
If you pay for extra cover for the tv to be replaced after the exact same issue, it is expected that they follow through and actually do what they have been paid for. I don’t believe it is worth buying the insurance as they refuse to pay you out anyway. Reports from the staff that we went to have said the same thing.
3 times order, 3 times drop in and was sold by salespersons
1st order 79860801 Called and confirmed in stock. Dropped in and item was sold ( Sandown )
2nd-time order 79976839 Called and confirmed was a reserve, dropped in, the item was sold by a salesman ( Frankston )
3rd time order 80882548 - Called and explained about my bad experience and re-confirm in stock, dropped in, the item was sold AGAIN !!!!!. ( Brighton )
This is the worst and terrible experience of buying online. It so unreliable, untrustworthy and is so irresponsible from the branches. The good guys should give me a free microwave of my choice as I put 3 times good faiths in good guys hoping it gets it right.
They should be called "TheBadGuys"
I purchased a laptop online 3 weeks back. The online site clearly said the product is in stock and will ship in 3-7 business days. My laptop has not shipped yet because they don't have it in any of their stores. They can't even give me an ETA as to how long it will take. The store candidly told me that it could even take a year. What the heck? If you don't have product in stock, how can you take customer's money. It is false marketing and a SCAM!
Concierge Gold Service is not Gold at all!!!
Paid an extra $200 for the 5 year Concierge Gold Service to be told that it doesn't cover issues such as seals.
We treat this washing machine so well making sure that there is never any clothes stuck in the door/seal. Gold Service ha not quite. I was told we can't do anything about it and the guy that I spoke with was not helpful either.
What good is the extra $200??? Might have to take this up with the ACCC
- Physical store
- Verified customer
Very patient and great service
Hubby and self went to the local GG at East Maitland. Bought 3 items, one (the heater) has been opened and is working wonderfully..as it sure throws out the heat..and the air flow when the 'swing button' is activated has a nice even flow. The young male salesperson who assisted us was very helpful, patient, polite, and couldn't do enough to help us with all that we wanted (to buy)..so it's a mighty big thank you to him..we were very greatful indeed.
This is the first 'review' that was written before it closed up..and it's the reason why there are 2 (reviews) on the same item, so will leave it on this page.
Why is 'pending' showing on the top left of this review?
Spent an hour deciding on a product, then it told me they won't deliver and it's 500km away
Spent an hour deciding on a product, then it told me they won't deliver and it's 500km away. If you won't deliver an item then don't list it on your online store. Especially if you're not willing to transfer it between your own shops. What a joke.
Negotiate? Don't make me laugh!
I had my eye on a laptop at the good guys. It was on sale for about 5 days, but I unfortunately missed the sale. Went in a few days later to ask if I could get it at a cheaper price than the normal. I offered to split the difference between normal price and the sale price.
They said the beat they could do was take $50 off.
Any way I found a better laptop at a cheaper price elsewhere, so sucked in Good Guys.
Questions & Answers
I've received SMS to access my online invoice, it sends SMS code to my mobile to verify, I clicked "Send the code" and waited few minutes, no SMS showed up, then I tried few more times, still no SMS. After about 10 minutes, several SMS showed up with the code... Then all codes are expired. (I guess it is mobile provider issue). But then I try to get SMS code again, I got "You have exceeded the allowed code attempts. Please try again later." on the site. I know I may have tried too many times, but how can I get it again? How long should I wait? Anyone else had this issue?
What happened to the 'review' under the title 'Black and White Beauty? Seemed to be asking heaps of questions. If you don't watch it, you loose what you've started and have to do all over again. There was no confirmation made, so don't know what on earth happened to the review, thought they're meant to be important to you guys.
How do I track my order?
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