The Good Guys Reviews 

Update

Now on the 9th store visit for faulty ecovacs cleaners.

The Good (bad) guys in Pakenham refused to refund into my bank account, this resulted in me either going to VCAT or do a 9th trip to the store... customer service 0, product quality 0.

For the second time and on a warranty replacement machibe, my ecovacs x5 has failed. This is the second issue with this 6 month old machine. 3 weeks inbetween each fault.

My contract is with the Goodguys, not the manufacturer. The manager Sav, refused to refund until the manufacturer approved.

The manaufacturer has no part to the purchase contract.

Avoid Ecovacs and most of all Pakenham Goodguys.

I'd like to give zero stars if I could.
This is for their online shop. Avoid avoid.
Ordered something with an esimated delivery date, 10 days later still nothing. Their order was still saying processing. Getting hold of them was also a nightmare. When I finally got onto the online chat after waiting forever. I was typing a response to someone and they just disappeared, didnt wait so had to go through the whole process again. Finally got a refund. Never again.

Ordered a Dyson bigball on the 30th of November and just had to follow them up to confirm they had NOT dispatched my Christmas present at all... now no guarantees or confirmation receipt of our conversation, nothing. Just a lame Sorry from a "GoodGuy Agent" and their word that they have told the store to dispatch the order. Overall not worth the effort, I personally won't give my business again and I suggest you look for another alternative to buy your items... PS Merry Christmas

Return for faulty product was harder than it needed to be, I had called up to make sure they had stock which they said they did, when I went in, they didn't.. then the refund wasn't processed correctly so delayed even though I had asked to wait while I looked at other products, then I purchased another tv and found out the price dropped and I wasn't eligible for a difference of refund as the good guys onsell an insurance rather than just credit like the other big companies... I will not be a return customer at the good guys

I bought a new washing machine from The Good Guys on 24th November 2025.

It took over a week to be delivered.

It was installed incorrectly resulting in a water leak out the back.

My initial reporting of the fault was incorrectly identified as a product fault and I was sent to the faults area, when it was an installation issue.

This happened twice.

I tried to escalate the call but the supervisor refused to speak to me.

The online customer support team generally spoke too quickly to be understood on the phone and didn’t listen, trying to transfer the call as quickly as possible.

The assessment organization I was referred to would’ve charged me for having an assessor come out as the fault was an installation issue and were rude.

Finally I was able to speak to an online customer support team agent who didn’t transfer me only to be sent an online form through which to process the refund and return.

20% fee will deducted from the refund amount as the product had been unpackaged and installed AND I have to pay a re-delivery fee.

The Good Guys used to be great but not anymore.

Ordered and paid for an item. Was told I could pick it up in a week. It is now at the end of the second week and no text re item now in stock. This is not the real problem. The store has 2 telephone numbers. I have tried both numbers twice but get no response.
They don't answer their phones.
Very slack service

I placed an order (Order Number: 4ZWEDPC3F) for a 40-inch TV with The Good Guys on 2nd December 2025. The delivery was scheduled for 5th December, yet as of today (10th December), I have received no updates.

The Good Guys use Team Global Express for deliveries and provided me with a tracking link (Team Global Express Shipment Number: GGAA068328) on 3rd December. On 4th December, I saw that the TV had been shipped from “VICTORIA” and was in Sydney. Since then, it has shown as “In Transit” with no further updates.

I have been attempting to contact both The Good Guys and Team Global Express since 6th December:

- The Good Guys: They do not provide a customer service phone number for online orders, and their live chat support is useless. On 6th December, I connected via live chat, and the representative said they would investigate the delay and update me via email. It’s now 10th December, and I have received no response.

- Team Global Express: I have called twice, each time waiting over an hour without anyone answering.

Given that the TV was shipped from VICTORIA and is still listed as “IN TRANSIT,” I have serious concerns about whether it will arrive in good condition, without dents or scratches. If it is eventually delivered, I will record the entire unboxing and setup to document any damage.

My advice: Avoid ordering from The Good Guys at all costs. The lack of communication and accountability has been incredibly frustrating.

The Good Guys ❌ The Bad Guys ✅

I would also give zero stars if I could. The Good Guys website stated the vacuum cleaner I wanted was in stock and if I paid the $22 delivery fee it would be delivered in 2-3 days. They were quick to take the payment for my order but it was a nightmare trying to get my product. First I was emailed to say there was a supplier delay, but no new delivery date was provided. I asked for a new delivery date via their chat bot (you cant just phone The Good Guys anymore) and was told my product would be sent from a different store and it would now arrive in another 2-3 days. That seemed to work and I was told from their courier company Team Global Express that they were delivering on a particular day so I stayed home all day and absolutely nobody turned up. I received a text saying they could not deliver to my address and my parcel was going back to a collection point at an address listed as Richlands 'null'. The next day I received a text message from Team Global Express asking me to collect it from their Richlands warehouse 51km / 1 hour drive away from my home. I complained again to the Good Guys chat and they said they would refund my $22 delivery fee if I went to collect it. So I did. And the collection point was closed! At that point I told the Good Guys complaint chat that I wanted a refund so I could buy somewhere else and they said they could not provide a refund because it was already 'delivered' and I would need to take my complaint up with the Team Global Express. That is ridiculous as I bought it from The Good Guys - not Team Global Express! At this point I gave up and drove again 1 hour each way to pick it up at a bizarre 'warehouse' with no shelving or any organisation at all. Parcels were just scattered around on the floor. We were literally walking around looking for it while trying not to walk on other parcels. I wasted 4 hours of my time and drove a total of 200km to get this vacuum cleaner! Do not have anything delivered from The Good Guys, it's absolutely shocking service from a previously great retail store that are clearly not able to transition to online sales due to some extremely poor partnering with a dodgy courier company and complete lack of customer service when anything goes wrong.

Purchased a TV it was supposed to be delivered on the 8th Dec but the dills put it back in stock.. reorganized to have it redelivered for 9th of Dec and they have screwed up the transfer paperwork

I bought a new fridge for a very good price, I also paid for delivery and removal of my old fridge. They delivered the new fridge but left the old one on the nature strip, said they would be back next morning to pick it up, but never did. Impossible to actually speak to anyone about it, I have given up now and have organised for someone else to remove it at extra cost. Never shopping there again.

I bought a fridge from them online, 6 weeks ago. I needed it urgently as I did not have a working fridge, I live in a hot climate (Queensland), I am in my 70s and my health is poor. They told me that it would be delivered within a few days. I paid for the delivery and I paid in full for the fridge. Six weeks later, it has not been delivered. They keep telling me "it is expected next week", every week for the last 6 weeks. Nobody at the Good Guys can explain why it is delayed, nor can anyone give me a guaranteed delivery date. Their attitude seems to be that they have no obligation to deliver the item promptly and they will deliver it when they feel like it! It is the worst experience I have had when buying anything online.

Ordered an item on 1/12/25 which said in stock, chose delivery by Auspost to be delivered by 8/12/25.

On 7/12/25 I was informed by email of a "supplier delay". How can it be supplier delayed if it is in stock?

OK they were busy during the Black Friday sales, still...such a mess up exercise & it's still ongoing.

My initial purchased was messed up big time. As a result I was able to do a deal on another new, (boxed AIO pc). BUT...wait for it... the Hectorville SA store did not have one in store and noted another SA store had the AIO pc. I WAS told it would take 3 DAYS to transfer this AIO pc from the other store, to the Hectorville SA store.

I waited 4 days and went in to find out what was happening. I was brushed OFF by the girl based on their checkout and TOLD WE WILL CONTACT YOU...really
So, I waited patently, kept on eye on my online account for an update, then called to be told "Gary is dealing with this so I will have to speak with him"...enough, was enough. I ALREADY pd. in full for the AIO pc.

I called the GP SA store and spoke extensively to one of their pc guys, (Arxn),about my AIO pc which I had paid for. I explained the situation and was awaiting for the store to store TRANSFER.
I nearly fell off my chair when I was told = NO email had been received or NO delivery line.

SO a 5th trip to the Hectorville SA store to assert..."Why have I paid for an AIO pc in FULL, to now find out you have NOT ACTIONED my purchase. I'm going to target a huge % off on another item I'm considering, for their inconvenience and incompetence.

Can I give a zero? Ordered an expensive item (air conditioner, with installation). Many, many chats and phone calls later - hours and hours of follow up with a different answer every time - I eventually find out its sold out and wont be restocked. BUT Im welcome to upgrade to a more expensive model, at my expense. And they wont tell me how much. No cancellation/refund option offered. The online chats just 'end', even if you ask for it not to be and are still asking questions. Its a joke. In the meantime, Im then getting emails that delivery has been scheduled - clearly not true - as there IS NO item. It should be considered fraud still advertising and selling an item they dont have and holding onto the money. The in person stores try to be helpful, but dont have access to the online / delivery orders. Its chaos. Strongly recommend not buying from them online.

I was notified that my item had been despatched. Six days later I learn that it is still sitting in the store. I will never purchase from Good Guys online again. Tracking is hopeless. And couriers have 1.2 rating.

If I could give zero I would. The good guys my a**. Do not try and get anything delivered. Ordered a macbook air online, received an email saying that it dispatched a day or two later and it has been stuck in a shipping note created, but never got picked up state for nearly 2 weeks so and some how I have to wait while they take a weeks to do very little to solve it. The store says it has been sent, so they won't let me cancel because it's on its way apparently.

Currently on hold on the phone and chat (for the 6th day) to see who answers first and gives me the same answer, currently at 34 mins and counting.

I bought a De Longhi coffee machine from their online website- the item was delivered and it was USED. The box was torn and the machine was wrapped in a way that was clearly not done in the factory. But the clincher was the residue of coffee grinds inside!!
Added to this is the fact I don't have a receipt. I've sent the verification code for the receipt and it has not turned up in my inbox despite three attempts. What is going on with their online service- it's appalling.

Not at all happy with The Good Guys. After buying MANY appliances in the past 2 1/2 years for our new house, our dishwasher had a malfuntioning motherboard. We've been trying for THREE WEEKS to get The Good Guys to help us get a repair or replacement. The dishwasher was 3 months past warranty when it stopped working. We paid an appliance repair company to fix it when we discovered the manufacturing fault. The Good Guys basically is giving us the run-around saying they are "escalating" the issue, no one calls back, they out us on hold and never return to the phone. We are about to contact Fair Trading NSW and the ACCC over it after reading the Australian Consumer Laws. The "admin" tells us on the phone when we ask for the manager, who is never available, that he is busy running the store all by himself, it must have slipped his mind to call us back, or we don't have any idea of the issues he's walked into when he came to work at 2:00. The excuses are ridiculous.

I had an absolutely terrible experience with Good Guys delivery. They kept delaying my delivery the entire day, and despite making what felt like a hundred attempts to reach them, I got no real help. Even worse, the delivery lead personally confirmed at 5 PM that my order would be delivered today. Then, at 7 PM, I suddenly received an automated message saying the delivery had failed and that someone would contact me.
No one called. No explanation. No accountability.
This was honestly pathetic service—disorganized, unprofessional, and completely dismissive of customers’ time. I expected much better from a company like Good Guys, but this experience was beyond disappointing. I wish I could have given negative rating.

great prices. not so great delivery. So after being given a window from 12.40-1.40pm, it then changed from 1.40pm- 2.40pm, then to 2.40pm to 3.40pm AND THEN FROM (you guessed it) 3.40pm - 4.40pm..... I contacted the store and I got a VERY generic: "it's outside what we factor in for delivery time" answer. I then let the rep know that it should INDEED be what you factor in, as 30-60 mins is somewhat annoying to the customer, but 4 HOURS???? This just shows a new level of incompentence. Unless the driver has had a crash - there is NO WAY that a delivery should take this long from an initial delivery window. Extremely poor form from the driver and sales rep. ...just got a missed call and a text to say "you're next" (at 5.57pm)... then another later on to say: "we're aware that your delivery couldn't be completed due to unexpected blah blah blah blah". This is my fist time with the GG. Will NOT use them again. Harvey Norman and JB seems to be a much better option