The Good Guys Reviews 

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 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!

We ordered a fridge from this place, and the deliver people were really careless with their job, they have hit the fan controller and asked us to contact "The Good Guys" for the claim. But this situation and process have become very frustrating. The issue started on Thursday when the team caused the problem and then redirected it to The Good Guys. Since then, the discussions have been taking a long time. I understand that there are processes to follow, but given the impact and urgency, this needs to be prioritised. The quotations are valid only for 30 days and we need to book an electrician as well once you approve this. We are not cheating money from you. you need to hire more responsible people to do their jobs. or speed up these kinds of processes. What is this?

The fan in our living room was damaged, and in the current heat conditions, it has made our home extremely uncomfortable. This delay is unacceptable. You are just getting money from people on time but when it comes to claiming you are getting all the process and things need to follow.

Absolutely terrible service from The Good Guys. I brought my robot vacuum in for repair over a month ago, and it’s still sitting in their store — it hasn’t even been sent to the repairer yet despite being under warranty.

Trying to get updates is a nightmare. They are impossible to contact, and the concierge service is just as useless. No one calls back, no one follows up, and no one seems to know what’s going on.

Because of their complete lack of organisation, I’ve been without a vacuum for weeks and my house is a mess. This has been incredibly inconvenient and frustrating.

I expected so much better from a major retailer. Extremely disappointed and would not recommend their service to anyone.

I know it’s Black Friday and the store is busy but that’s no excuse to be rude. The cashier at the Alexandria store, a woman in her 40’s with long, light brown hair has zero customer service. She was very rude, unhelpful and clearly didn’t wanna be there. I then looked up reviews and saw all of this. I wish I’d have seen this earlier. Never would have shopped with them otherwise. Everyone says they’re bad online. I can attest that they’re terrible in store too.

Ordered a TV online from the Good Guys. The webpage said would arrive one date and the courier service said another date! It did not arrive on either date! Then the fun and games started! Team Global Express (useless) said ring the retailer! Rang Good Guys they said ring Team Global Express! After going back and forth finally Good Guys said we will get an update from Team Global Express and email you! And yes no email! No communication nothing but silence! They have my money and I don’t have the TV. Asked about a refund! You have to wait to claim a refund ! Then you have to wait for them to investigate and then if they find it is missing you need to wait for the refund ! Advise do NOT shop with the Good Guys! They are inefficient, unprofessional and useless

Ordered an appliance online as the Malaga store was showing multiple items. I received the initial acknowledgment and then nothing more. The website stated click and collect in as little as an hour. The next day I still had no further acknowledgment, so I rang the store to be told "I'll look it up and call you back shortly".
Two hours later I went to the store to be told we may or may not have the item, and the website isn't very accurate. Cancelled the order and will source from another provider.

Dear Team,

I am writing to express my disappointment regarding the recent customer service experience at your Northland store.

My family and I have been in Australia for almost three years, and from the beginning we have purchased nearly all our household items from The Good Guys. Until recently, we were always happy with the service and trusted your store. Unfortunately, our recent experiences have been extremely disappointing.

Last week, we visited the Northland store and the staff member who usually assists us was not available. I contacted her by phone, and she kindly referred us to a few sales team members. However, none of them were willing to help. One staff member, provided particularly poor service — he showed no interest, offered no support, and ignored us when we asked questions.

Because of this, we decided not to buy from The Good Guys that day and instead purchased the items from JB Hi-Fi.

Today, we visited the store again hoping for a better experience, but unfortunately it was the same. No one came to assist us, and when we asked for help, the staff said they were from another section and had no product knowledge. When I requested if they could call someone from the correct department, they still did not show interest.

We were moved from South Africa, where customer service standards are taken very seriously. If such behaviour occurred in South Africa, management would immediately take action, regardless of who the staff member is. The level of service we experienced at your store is far below what we are used to and far below what customers deserve.

As a public service employee myself, I felt very disappointed and embarrassed by the lack of professionalism and poor customer care. Your store’s name is “The Good Guys,” but unfortunately, the service we experienced does not reflect that.

The only positive part of our visit was the payment section, where a staff member named Mariya (spelling may be incorrect) provided good service.

I hope you will take this feedback seriously and address these issues, as we have been loyal customers and would like to continue shopping with you.

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, 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 can issue a refund, but the store manager Jason, has been unresponsive. He has repeatedly dismissed my concerns, failed to return calls, and has not replied to my emails.

They also don't answer their phones; you need to call numerous times before they answer

This delivery company is absolutely disgusting. Extremely unprofessional. Very unreliable. They do not deserve to be in business.
We were meant to have a 75 inch TV delivered on a Sunday. We got regular text messages telling us of the time it would be delivered. Then we got a phone call to say they didn’t put it on the truck. It would now be another day. Which did not suit us, Being a huge TV, Both of us needed to be here to unpack and install it on the stand. They did not care. Rebooked it for Monday. Was meant to be here between 830 and 1030. By 12 o’clock it still had not arrived. Then when it finally did arrive, these unprofessional delivery people dropped somebody else’s huge television out of the truck onto the road. They could not care less. They just shoved it back in the truck. There is absolutely no way of contacting this company, They have no phone number. We rang the good guys where we purchased our television from, at least 15 times before somebody answered the phone. To be told they cannot contact the delivery. company, they have no phone number for them either. Then they proceeded to tell me how useless this delivery company is, and they always have complaints about them. If that is the case, why not find somebody more professional to deliver the goods that customers are paying for. Instead of them taking time off work and out of their day waiting around for a company that does not turn up. These people don’t even get one star it’s -10 star’s.
Appalling. Unprofessional. Do not deal with them!!!!!

Haydyn at Good Guys DFO Essendon Professional, courteous and a champion

Sent to a store 25 minutes away to be turned away as warehouse was closed. Returned following day and waited, ignored by multiple workers. When we complained we were told where the exits are. Disappointed and will never return.

I ordered an oven, cooktop and rangehood that were all in stock on their website. Paid for items in full and had delivery scheduled in 2 days time. Received a text giving me a 3 hour window, which I kept monitoring until it was 1 hour to go. Drove to the property and waited. When the hour was up I checked the status and it had changed to unconfirmed. I tried finding a phone contact to follow up and after 15 minutes of searching contacted their customer service team. The service I received was awful, a series of disconnected calls and misinformation. At the time of writing this review, the oven has been delivered but I am still waiting to hear where the rangehood and the cook top are. Don't waste your money with the Good Guys, they are far from the customer centric business they used to be. Appliances online offer a far more reliable service.

Thankyou so much,for your quickness and all you did. brillant job done ,reasonable price.
Nice chaps .
I would highly recommend to everyonne

Purchased a fridge, however it was 10 cm to big to get in front door, delivery guys didn't try, tried to organize another fridge but their stupid policy says the original purchase has to go back to the warehouse and the change and or refund will take days, I questioned this? but some little soft woke guy got in a hissy fit and can't handle bloke to bloke conversation, I have cancelled the purchase although I have to wait days witjhout a fridge before I get my money back. Mr. Hissy fit rang back to basically say what a horrible person I am.....one day all this new age politically correctness will bit you on the bum. Good Guys Carseldine are usless, impossible to contact, and stick to their rules that only suits them, STAY AWAY

Just wanted to buy a vacuum cleaner so went in to Good Guys , Launceston. While browsing into the aisle , one of the team member pass through and was on head set saying there a lady with headscarf so keep an eye out. So another man came . Oh COME ON you are big name . Don’t expect this little cheap things from you . This is what you treat all your customers ????? Highly disappointed

You cannot talk to anybody, its all assisted and goes in circles, no satisfaction at all just massive frustration, purchased a Panasonic radio boombox with one speaker not working out of the box, no live chat to be found and no way to talk to a real person by phone I will never deal with The Good Guys again ever,

Organised delivery and install of dishwasher plus removal of old dishwasher for 10 November from good guys marsden park. The delivery guy showed up with the dishwasher in the middle of a busy work day on 4 November and bullied us into accepting it and refused to take the old dishwasher. Contacted the office several times and no indication given of when they intend to install the new one and remove the old one. If I knew the customer service would be this bad, I would never have bought from good guys marsden park and honestly never will again

Cat broke TV. Needed TV ASAP, found one on JB Hi-fi but sad delvery in 2 weeks. Found the exact same one on good guys website, said delivery tomorrw. Cool, ordered it. Went to check tracking next day , says "preparing order". Went to live chat, and told, nope, not in stock, should come back into stock in 2-3 weeks.
False advertising on wesbite, no update to advise of issue (I had to chase it up). Online chat staff usless.
Avoid.

I wanted to make an online purchase to the value of $500.00, however I was not able to complete the transaction as I do not have a mobile phone. Apparently without a mobile phone they can't do online transactions, their loss I went elsewhere, and I will never shop with them again.

It has been 5 weeks since the paint on my gloss front door was gouged and scratched by the carelessness of the Good Guys delivery drivers. In some way, I got off lightly because I could have had scrape marks across my wooden floor if I hadn't asked them to use a trolley to remove my old fridge. The men took the fridge out through the front door despite our saying that the double garage was a better option. They arrived several hours late and were clearly in a hurry to drop the new fridge in and take the old fridge away. I followed them out the front door and immediately noticed that they had gouged out a section of the door, which was painted a deep charcoal gloss. When I pointed to the damage that they had done, they denied it, saying that the door was already like that. As I am house proud and polish the door regularly, I certainly would have noticed any damage. Coincidentally, the fly wire door, which was held open, also had scratches that aligned perfectly with the scrape mark on our front door. The drivers vehemently denied doing it, even though I took photos while they were still at my residence. The drivers arrived in an unmarked van and failed to show a duty of care towards our property or to show courtesy when asked about the damage they had obviously caused. I immediately contacted the store and was given the details of the Good Guys Customer Complaints department. I have written several emails, called the store, and spoken to the manager, but I have not yet received an offer of compensation to resolve this matter. Oh, I have received responses from the Customer Claims department stating that they are still investigating the situation. How much investigation is needed when I have provided photographic and very detailed evidence of what occurred? I believe these delay tactics are meant to wear me out so I will give up on the claim. Well, they have their wish because I am tired of emailing and pointing out the very obvious issue—that there is a significant problem with their delivery system. I have been a customer of The Good Guys at Tweed Heads for over twenty years, and I purchased the items on September 16th, paying for the delivery in-store. Therefore, I believe my contract was with the store, and it was their responsibility to complete the transaction and deliver my goods without damaging my property or dealing with unpleasant, and frankly, intimidating, delivery people. From the number of other reviews I’ve read, I am definitely not the only one. I am saddened that the Good Guys management does not value loyal customers and seems content to let them down. I genuinely feel sorry for the Tweed Heads sales staff, who do their best but are let down by the delivery service and, more broadly, by the company they work for.