- Verified customer
Fridge 'In Stock' NOT in stock .
My fridge died. I needed another in a hurry. The site offered next day delivery. I ordered a fridge and paid for it. Later that day they emailed saying they didn't have it in stock. The website said it did. I called to sort it out and was put on hold for 15 minutes. Then, they told me not only was that fridge not in stock, but they wouldn't have more for over a month.
I expressed my displeasure as I had food in the old fridge that needed cooling immediately. They said they could offer me a refund in the same manner I paid...except that the refund would probably take up to a week. I told them I needed this money to buy another fridge. No real apology, just, "Unfortunately that's how long it takes".
Never using them again.
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.
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.
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.
- Verified customer
Stock online is false
Ordered portable AC online and asked for it to be shipped to their Bankstown store. Received a call the following day notifying me that only demo stock was available. I don’t understand why this was not stated online. My order was cancelled. Despite this, this online store was still showing available in multiple stores and the warehouse.
I will be refunded but it’s taking a terribly long time for me to get my money back ...
Having my funds locked up in a long refund is process doesn’t make me a happy customer. Would never consider shopping there again.
Concierge is a joke
Reviewed my purchases on line - none in existence. I have spent over $7000 within 24 months with The Good Guys and have two concurrently running extended warranties in place against my email address and supposedly against my account. Nothing at all in place. Went to purchase another air conditioner on the weekend and purchased another Fujitsu product managed to get the standard walk up discount, but didn't get anything off the product or the installation. The staff in the store recognised us from our previous purchases and were in no positi...on to give us a further discount or even an acknowledgement as a Good Customer. In fact they could not find any incentive for us. Maybe if we had purchased this much stuff from Harvey Norman we might have received, by now, some sort of recognition and better service??
I ordered an item online on New Years Day (Wednesday, public holiday). I would normally shop in-store however the product I wanted was out of stock across the entire state. I placed the online order, expecting that it would be ordered in and I would likely need to wait a few weeks. On the same day that I placed the order I received an email advising the order was being processed. Being a public holiday, I was surprised to receive the email so quickly. They sourced the item from a store miles away and on Friday morning, before 8am, it was delive...red to my door. That is a turnaround of less than 48 hours! This is outstanding service, considering the current huge demand for this product and also many routes in this region are affected due to bushfires. Thank you, I am extremely grateful for your efficiency on this occasion.
Harassed by constant SMS messages
I purchased an item from the Good Guys 5 years ago, I started receiving infrequent SMS messages regarding sales etc. Over the past month I have received multiple messages, each and every time I have texted the message STOP to the number in the message, to opt out of unsolicited messages. The messages continued, I phoned the Good Guys office and was told my number would now be removed. I asked why this hadn't happened the FIVE times I had attempted to by following GG's directions and the man I spoke to said he didn't know (or care by his atti...tude). So be warned, if you want to stop harassing messages from GG, don't waste your time following their directions, phone Head Office on 039338 4300 and demand to be removed. Two days and no messages, so here's hoping.
- Verified customer
The GoodGuys "interest free" option - 'Latitude'. Ten easy weekly payments, with no fees or interest applied. Sounds great! In reality, The only two methods of payment accepted is Mastercard or VISA (both debit / credit card offered and accepted). The downside is, If you select Credit Card as a payment source Banks will / may, it appears at their own discretion. decide to treat any payments to Latitude as a cash withdrawal and charge excessive fees (including interest from day 1) because they are allowed to do this if you appear to be paying ...off a debt with a credit card. TheGoodGuys are not interested in this misleading scam as, they say, you entered into the agreement with Latitude and they're not able / willing to help (eg. accept a different method of payment and authorise a return of your money from Latitude). I am presently taking up this matter via the ombudsman but would like to warn others of this scam. My bank even agreed that I am able to use other similar schemes without charges, but not Latitude. Sadly, whilst not entirely The GoodGuys fault, they don't seem bothered to learn of this deception they are offering their (ex) customers.
Holding my money for 5 business days
I purchased a Nutri Bullet blender online and paid for it through the Paypal system and requested Click and Collect to save on a delivery cost. When I went into the store to pick up the blender, it was not as good as their advertisement, so I decided to pay an extra $30 and get a much better one. As I was in the store I paid cash, then asked to be reimbursed for the one I purchased online, which was $149. The cashier said “it has to go back to the form of payment when the purchase was made”. I was not concerned as I have bought items before o...nline and paid by Paypal. The money is returned to paypal either immediately or in a day or two. Not in this case. I was told it takes 5 business days and not to include public holidays. That means they received the $149 on 16 December 2020, on the 21 December 2020 I decided not to have the item because I purchased a dearer and better item, so that means with their rules and regulations, Maybe, and that is a capital maybe, I will not have the money until 31 December 2020, and the cashier did say it could be 5 working days, so it is a big maybe. The moral of this story is do not buy online and pay with paypal, which is the safest way to pay for items online, or better still do not buy from The Good Guys.
Don't deliver in bonus offers
I bought and Xbox one over three weeks ago online which was handled by the Campbelltown store. The product was advertised with a free game token ( new release valued at possibly $70). This was my driving reason for buying at the Good Guys rather than a multitude of other stores offering a little cheaper
Of course when the Xbox arrived, the game token wasn't there. I emailed immediately to be told they would send it immediately. This was 10 days ago now, no game and they won't respond to emails at all now.
Terrible rip off - bait and switch.
Sell out of stock items
Bought online an item marked as "in stock",to pick up within 2h at the only store available (30km from my place).Once there, I've been told that the item was out of stock & tried to sell me a more expensive item, also out of stock...ridiculous!
- Verified customer
Poor Experience Buying Online - They are not Good Guys
I decided to purchase online PANASONIC 4K TV 43" on black Friday.
Checked the stock online it says I could pick it up at the Alexandria store.
I got the email confirmation that the product was ready to pick up.
I went there 3 days later and they offered me to be delivered instead (Great..but i tot why didn't tell that on the website - I needed to waste to go there to find that out).
I agreed to be delivered, paid the fee as well.
The next day they cancelled my delivery said that the stock was out (Really? after that email and everything).
I asked for the refund instead. They agreed. Waiting for a week - no refund yet. I called them they said paperwork missing (They didn't even inform me - only checked when I called).
Never buy $179 Repair Assessment for out of warranty appliances
I had purchased a washing machine from The Good Guys, which developed a problem. My concierge support had expired, so I opted for the appliance repair services of Good Guys with $179 fixed call out fee.
The Technician called and turned up at my place within 1 hour of placing this $179 call out fee. So far so good. The technician spent a total of 10 minutes attempting to isolate the fault and left, stating that probably the PCB is misbehaving. The Good Guys will contact you with the repair quote. For a good seven days i tried following up with T...
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