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Reviewer Photos & Videos
After Sales Service at Good Guys against Australian Consumer Law
Bought a JBL sound bar from the Good Guys Gepps Cross in Adelaide, and initially it was good, then every time we decided to use it the subwoofer had to be paired to the soundbar again. 30th December we got sick of it and returned it, to be told they would have to send away to a technician to be assessed. This soundbar has a 12 month warranty. We were told they would have it expedited to us as their technician was working over the Xmas period and would have it back to us in 2 weeks. Contacted Good Guys on the 8th of January 2020 and was told...they would call me back, they didn't. Called again on the 11th of January and was told they would call me back, they didn't. Called them back and demanded to speak to the technician. Finally got hold of technician and was advised that it was their first day back at work and they would get around to it. Good Guys called back on the 24th of January and advised that a fault had been found and was all fixed ready to be picked up. Picked up on the 25th and took home. Within 10 minutes I was on my way back to Good Guys Gepps Cross, with the subwoofer cutting out continuously whilst watch tv. On return I was told that this is normal and that if there is no bass the subwoofer will cut out. I don't mean a drop in volume here, people, its like a sudden vacuum of noise and the remainder being the tinny sounds of the soundbar itself. After trying to re-educate me on how sound is supposed to here, i demanded that the situation be remedied, if not a full refund. They advised that they would have to send it again back to their technician. Report back from the technician on the 28th was that they are unable to replicate the fault and will keep it for another 2 days to continue trying it. Tomorrow is 30 days they have had this item for and the email I got today 29th January advises that if they are unable to replicate the fault (to their satisfaction), they are unable to provide me with a refund, and I will either have to take this faulty item back, or pay a restocking fee from any refund they deem I am entitled to. I am seeking legal advice, but they do not care. If you are reading this and considering buying from the Good Guys, DON'T. You may as well buy online, you will have better buyer protection with eBay.
Staff are always very helpful & happy to answer any questions you may have, no matter how silly you think they are.
Brought a fridge, washing machine & smart TV.
Gave us a good deal & delivery was a breeze.
I recently bought a Breville Barista Express and not only was it a great price but it is such a great machine. Great value for just over $600 - with features you would expect on a machine costing up to $1,000 (e.g. automatic and measured grinding)
Click and collect eventually
chose to use click and collect option. Despite the claims of being ready within a certain time, I had to chase them up. Went to collect and then kept waiting for 30 minutes whilst they found the item
Avoid these guys - they are Not Good; In particular, don't waste your money on their "Concierge" service.
When you claim using this service there is a nice 48 business hours delay before receiving notification of the repair visit (probably buried in the T&Cs however infuriating). The so-called Concierge service also made me phone the manufacturer directly (in addition to making the original claim) which added insult. "Concierge" implies service - not with the GG. Take out a direct warranty! - and shop elsewhere.
Update: (Another) 48 hours later - still nothing from these guys. I will be funding my own repairs - disgusted!
GG in Prospect's anti competitive practices
I purchased tp-link dual smart plug pack from the Prospect store on 25/01/2020 for $59.00 and noticed their big poster that says that they refund 120% of the difference if a customer can show a lower advertised price within 30 days. I noticed that Bing Lee stores advertise the same product at $49.00 and spoke to Bethany a few days later, but she said that the offer is available only to Concierge members. I then produced my Concierge membership details but she changed her story and said that the offer is valid only if a customer purchases (anoth...er) concierge membership with the product. Bethany was also quite condescending when I pointed to their huge poster that advertised offer, and said curtly that they have no room to show all the terms and conditions there.(This means that the customer has to pay more to purchase their Concierge membership each time they purchase a product, just to get the benefit of their price-match offer!) I then returned the product and attempted to re-purchase it with a store-credit that I had, as a partial payment. Bethany changed her story again and said that she can not match Bing Lee's price of $49. This means that the store credit vouchers are really useless because you can only use them to purchase higher priced products, in addition to In the end I went to Bing Lee and purchased the product at their lower price. I will never visit GG again and will discard all their rubbish store-credit offers.
This review relates to a repairer/staff experience concerning a Breville Dynamic Duo coffee machine and Smart Grinder with Concierge Gold Services extras. Both items are to be returned if repairs are required.
I am meticulous in taking care of the coffee machine and grinder with everything wiped/cleaned/washed regularly. There are definitely no scratches or marks etc on the grinder.
22nd Nov 2022: Coffee machine & grinder returned to GG due to malfunction.
Both items were cleaned, Bean hopper & lid washed, burrs brushed and wiped. All coffee...
I was not at all happy with the staff. Was ready to purchase item - staff member at country was so rude and me feel belittled - I went to Harvey Norman and got an even better deal with a fabulous staff member. It worked out okay. Happy with they way I was treated there!!!!!!!
- Verified customer
Thomastown store is the worst!
Bought a tv on eBay for immediate delivery from Good Guys Thomastown. After couple of hours received a call saying they'll get stock in 2 week. Kept calling the store for the next 1 1/2 months and finally they had stock. However they never bothered to call me to notify. At this point the have instructed me I can pick up from the store and I will be refunded the delivery fee. My friend offered his car to pick up in couple of weeks as we are moving houses. When called to discuss, Courtney said it can't be picked up and they cannot amend as it is ...a eBay order. She said they can't even hold the order for any longer. Wanted to deliver it to the new address we are moving but no luck. Had to say 'yes' for delivery on next day and now it has to be transported again when we move in few weeks. eBay is a Good guys official channel with no limitations described in terms and conditions. It's not the process, it's the people there make life difficult.
Do not shop here ever
In June last year i got small payout. I wanted to upgrade certain things in my home i ended up spending almost $20k at this store. The after sales service doesn't exist. They con you into buying gold concierge warranties which aren't worth the paper they're written on. Even though i spent almost 20k in one shop on one day they send me $20 concierge rewards staggered over a year. They last 5 days and the only thing in store worth $20 is Google cards which they won't let u buy. Although nothing is stated on sms. A new oven bought and installed by good guys couldn't be used. Did the store care? No they couldn't be bothered. Too busy looking for more suckers to rip off
Extremely easy to deal
I always admire GOOD GUY'S customer service. I love to shop with GOOD GUYS because their after sales customer service is excellent. I haven't seen this from anyone.
Thanks a lot for your Excellent customer service GOOD GUYS!
KEEP IT UP!
- Verified customer
The Good Guys - Morayfield
Bought a TCL P8M television in early November 2022. Been having issue with the screen at times turning green or purple.
Called The Good Guys - Morayfield and was told to contact the manufacturer. My complaint is, it was okay for them to sell the TV and take my money and now that there's a problem, to fob me off.
I will not buy for The Good Guys again. Bad customer service!
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
- 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
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
- 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.
- 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.
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Questions & Answers
Bought a Samsung tablet at the GG today.
Went for help with old tablet....which stopped working.
Was given bad advice and railroaded into purchasing new device .
My old tablet information was all down loaded without my permission.
Was never asked if l wanted to purchase.
I'm a pensioner ....and feel taken advantage of.....missinformed......railroaded....bullied....coerced into a purchase.....which l didn't need in the end .
This was a hard sell and borders on manipulation and deception to force a sale.
What can l do?
Thank you for ypur suggestions.
I went straight back to state my position .....Including how l felt railroaded....Infront of the store manager.
I was basically dismissed....On the grounds of encryption by samsung of the tablet....Of my name ownership and identity....Makies it impossible to return.
I politely explained how l felt whilst being railroaded ....And explained that it was not ok to take over...The way the sales person did.
To use my lack of technical knowledge. ...And help requiring inferior and vulneracle position....As well as failing to inform me of the cosequences if he went ahead with the transaction...... Or actually tell me that this is the point of no return...Or actually ask me if l want to go ahead with the purchase....Is railroading shoddy salesmanship.
This I would expect from a dodgy car salesman...But not from a reputable store ....Who call themselves
The good guys.
Is the information on encription actually true?
Has anyone else ever expeienced similar sales tactics?
Who could l contact above the floor manager.
I feel the young man needs to be educated......To stop this from happening to someone else.
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