Cancelled my order without telling me
I ordered a phone case from their website. I notice a week later I received an email from paypal telling me I has been refunded. I then put in an enquiry asking why it was cancelled and why I wasn't informed.
They then send me a generically written email, addressed to "online customer" to "to advise we have [due to lack of stock] cancelled your order and have begun processing your refund." At first glance this looks like the bare minimum cancellation email I would expect to be sent when my order is cancelled.
Except It's a week late and I ...can see my enquiry at the end of this email, with my name on it. And they still haven't explained why I had to prompt them to tell me my order was cancelled. Last time I ordered from Good Guys was during the Games sale debacle of 2013 where they also sold more stock then they had.
promised to install not kept after accepting payment
We recently purchased a dishwasher, built in oven and gas cooktop the dishwasher was installed within a day, on the next working day of purchase date 21/12/19, no more contact visited store to find out what happened .goods in warehouse no one contacted us . eventually after a long time they said they would do install.
Today21/01/20 informed that they can not install cooktop, I have to arrange a new plumber and drive to store for a cash refund and deliver cook top to me 1 month and no contact not very Good Guys.
No Service customer to do all the work at cost to them.
one star is one too many
- Physical store
- Verified customer
Good Guys Malaga the manager was being rude
I purchased a Dyson stick vacuum from the store 3 months ago. I rang Dyson who were very good and told me to ask the store to replace the unit for me. The manager refused was unhelpful and told me that I had to organise my own repairs even after talking to the Dyson service agent. That will be the last time I use the Good Guys for anything.
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
Don't use them
As below, wish i had checked reviews first. Ordered and confirmed product has not turned up; no phone call. After three calls to the listed store, now they advise me it is not in stock. Fridge has been emptied since7am and i have been waiting by the phone all day after taking time off work. People jsut don't have the time for this treatment.
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
- Physical store
- 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.
Wished I had checked the reviews first!
Half my order arrived, no apology, just went ‘will send the other half’. They insist on a signature on pick up which means you have to wait home all day, or drive to the post office which defeats the point of on line delivery.
- Physical store
- 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...
My several orders never turned up or have turned up late and damaged. Takes tons of effort to resolve issues. I'm overwhelmed with the poor service and support. Never again.
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
The "Good" Guys brought me the WORST shopping experience EVER.
4 reasons why I will never more buy anything at 'the "good" guys'
1 - They fool customers and advertise online products out-of-stock
2 - They agree to deliver out-of-stock products on the next days, at the expense of $75, and neither deliver anything nor let the customer know the product was out-of-stock
3 - Customer Service is a total joke. Totally impolite and unprepared
4 - If you ask for a refund the money may arrive together with the out-of-stock products they sell.
I ordered a fridge online and paid $75 for a so-called "Premium Delivery" to be delivered the next day....I wasted the whole day at home waiting until 4 PM when I decided to call the customer service to understand what had happened to my delivery. The very impolite attendant, who answered my call after 45 minutes, told me that the item I purchased was "out-of-stock", even though in the store it was flagged as "in-stock". After several minutes of the attendant trying to convince me that it was my problem and that there was nothing neither they nor I could do but wait for the product to come back in stock, I asked to have my order canceled and the money refund, so I could buy in a more serious shop. The attendant then told me that I would need to wait for 3 business days before I could have my money. And guess what? After 3 business days, the money is still stuck with them. Thanks for all the trouble "The Bad Guys" and I hope you can learn how to do business in the future.
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 2020. 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...
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