Goodguys Avis 

VERY BAD EXPERIENCE & appalling service. Wish I could leave a zero rating! What a frustrating, time wasting & ridiculous click 'n collect requirements! I'm an elderly lady who ordered a microwave online from the Good Guys Ballarat (Mair St) using PayPal. They sent an email & a text message the next day to say it was ready for collection. I didn't read the email, just the text message (my fault). I thought that I'd just have to show them their text message and my Driver's Licence as ID in order to collect in person from their store (which is usual practice for every other retailer from whom I've purchased goods online using PayPal or Afterpay). BIG MISTAKE - when I tried to collect my order, the staff member said I had to show them my PayPal confirmation email with the PayPal transaction ID included (I didn't bring this email because their text message didn't request it!!). My partner politely and respectfully asked to see the manager 3 times, but the young staffer just totally ignored him. I didn't have email access on my phone so the young staff member said I could download the PayPal app onto my phone (which he helped me with), then I had to create a new login/Password on the app, then I had to find my GoodGuys online order details, then find the PayPal ID (all of which I eventually did). Some 25 minutes after arriving to collect a bloody microwave that was supposedly "ready" to collect, the staff member then couldn't find it - it must have been "out the back" of the store. Another 10 minutes of stuffing around and he finally found it & loaded it into my car. By this time, my partner and I were angry and exasperated! The young staff member then had the nerve to say "have a nice day" - I almost said "I would've had a good day - if I hadn't bought anything from the Goodguys Ballarat" but it would have meant nothing to him! Got home, then had to reset my online PayPal password to match what I had to set on the phone app!! There are plenty of much better Retailers in Ballarat - do yourself a favour and buy from them instead (even if it costs a little more)!!

When it comes to service and delivery, The Good Guys contractors are the worst! A few months ago, they delivered the wrong item and one driver tried to cover up his tracks by trying to intimidate & take the item back unofficially. I complained to the Store Manager & Head Office several times but no response.
The Gold Service Extra is a big waste of money. This time, if they don't resolve the faulty washer, I'm taking them to Fair Trading, I hope everyone who has complaint take the Good Guys to the Fair Trading too. They need a really big fine!

⚠️ AVOID AT ALL COSTS: Bullying, Intimidation & Illegal TacticsI strongly advise avoiding The Good Guys Ballarat (Mair Street). Their management and corporate office use intimidation and stalling tactics to completely bypass the Australian Consumer Law (ACL).I paid for premium delivery for a fridge. The drivers refused to measure or unbox it, "eyeballed" the space, and cancelled the delivery. When I confronted the store manager, he literally laughed, shrugged, and said "so what?" He then issued an illegal ultimatum: accept an inferior, lesser-value fridge, or get a forced refund and nothing. When I cited my consumer rights, he threatened me, asking if I wanted things to "get ugly" with their legal team.Thinking corporate would fix this, I lodged a formal complaint. It took 3 weeks for a representative to call me, only to ask if I "still needed this escalated." They promised a call back "shortly." It has now been 16 days of total radio silence since that promise.This business relies on local bullying and corporate stalling to scam customers out of their consumer guarantees. This Mair Street store needs a formal investigation by Consumer Affairs Victoria. Take your money elsewhere.

I purchased a Lenovo Tab from Goodguys Carseldine approximately six months ago, and after four months, I noticed the pen was not functioning properly. When I attempted to write or draw, some parts were not visible, while others were visible. I went to the store and explained the issue, demonstrating it. They informed me that a repair would be arranged, but after a week, they sent me a text stating that the issue had been resolved and the pen was functioning properly. I returned home and reexamined the situation, but the issue persisted, and they were unable to rectify it. In a similar situation, I took the tablet to the store and explained the issue. They retrieved my tablet and arranged for its repair. However, after a week, they confirmed that the pen was functioning properly and that the issue was a battery issue. Consequently, I replaced the battery and re-checked, but unfortunately, the pen exhibited the same issue.

They informed me that if I request a repair, they will conduct a check and confirm that it is functional. They will then charge the examination fee and shipping cost. My question arose during the guarantee period: why should I incur this cost ?. They then suggested that I proceed to the Lenovo store for repair. If I purchase a product from Goodguys, they are responsible for its repair. Otherwise, I could purchase this same product directly from the Lenovo store.
Then they suggested that it may be a nib issue, and if I replace it, it is likely to work. However, they do not have a nib available.

They advised me to go to a nearby store (jbhifi) may have the nib. I purchased from Goodguys, and when I am in the guarantee period, at what point do I go to JBHIFI to fix this issue?. At last, I was disappointed and realised they are not going to do anything, and I wasted my time and money. I returned to home without fixing the device. We go to this kind of shop rather than an online shop when they offer a lower price, only because of better customer support. But sorry, I never recommend this shop to anyone.

Absolutely appalling. I've never encountered such terrible service at The Good Guys. They're rude, disinterested, lazy and incompetent.

⭐ 1 star

Very disappointing customer service. An item was missing from my order, and despite calling several times, sending multiple emails, and even going to the store in person, I have received no proper response or resolution.

I paid for the product but never received it, and I have had to repeatedly chase the company just to get someone to address the issue. This has been extremely frustrating.

I expected much better customer service and accountability. I would not recommend this company based on my experience.

Extremely poor customer service. No Customer service skills whatsoever and no one cared. Spoke to 2 team members and no one offered help. The lady I purchased from was rude and clearly didn’t want to be there. Extremely poor

The lack of customer service with the staff at Carseldine Good Guys is beyond concerning. The lack of communication and after over a month of waiting for my fridge , they still managed to get the delivery days wrong . Woman at the counter needed a reality check after telling me it’s not her job to find out where my order is. Go ask your salesman !
The day of delivery , no we’ve moved it to tomorrow. Wife stayed home from work to take delivery!
Pathetic!

“The Good Guys Dandenong South team delivers outstanding customer service.
The difference is noticeable when you visit the Moorabbin Good Guys store.”

I'm really saddened that the Good Guys has lost its connection to the customer. My Gold Member $300 fee to make sure I get good service when it all goes wrong has not worked for me.

I have had my laptop in for repair, (no sorry an assessment to see IF IT CAN be repaired) for 3 weeks now, with no updates despite 3 online chat requests and automated reply saying I'm important to them and will be contacted soon, still waiting 3 weeks later.

BIG TIP: If you need support dont dont try to call the customer support number, it will either ring out or put you through to a chat bot that just goes around, and around, and around in circles and eventually hangs up on you with a cheery "goodbye".

So instead, SELECT THE NEW PURCHASE INQUIRY option number 2 on your phone and miracles happen!, a real person picks up the phone!,....but then says, 'they're not able to assist but they will ask someone else to call you back', which hasn't actually ever happened.

But somehow just talking to a person, even for just that brief, beautiful moment, infuses me with a hope that all will be well, and perhaps at a more tragic level provides me with an assurance that at least now another person has to endure and suffer at the hands of the Good Guys support process.

Thanks for nothing Bad Guys.

I cannot express more emphatically how frustrating my experience with this store was recently.
We ordered a fridge along with some other appliances which we collected that day, the fridge was in stock at another store so we had to wait to hear from the store as to when it arrived so we could pick it up.
A few weeks later we moved house without a fridge in our home yet so, I called to inquire about the fridge. Across three phone calls I was informed it had actually arrived the week before but was unwrapped and put out on the floor on display. I was reassured it was in perfect condition and would be rewrapped and put out back awaiting our collection.
We collected it the next day and transported to our unit, it was definitely wrapped well with about 20 metres of bubble wrap. However when I opened the door it didn’t open properly and it was then obvious the fridge had been dropped at some point as the bottom hinge was skewed and the whole right side showed damage (significant dents all along the edges). The door did not open properly and when it was closed the lower hinge protruded out from under the fridge.
I rang the store and was met with a stern response about what I was required to do next to be considered for a replacement, I don’t know who spoke to me but they were female and spoke over the top of me during the conversation.
I emailed the pictures the through and was then offered a replacement fridge and that it would be delivered, whilst the one we had would be picked up.
During the course of several conversations we discovered there was no availability of a replacement fridge but we could be offered an alternative. The options were discussed and we decided on a solution, and were then told we would pay the difference for it. I objected to this given the trouble we had had already, suggesting the cost should be bourn by the store. I was told to wait and an alternate solution may be negotiated. The final offer was a suggestion that we pay a total of 250% of the original cost of the fridge we purchased to pay for the alternative.
I then requested a refund and to have the fridge collected, which thankfully it was in good time. We sourced a comparative fridge from another store the same day and brought it home.
Meanwhile the refund, which I was originally informed must be processed in person in-store, took more than 3 weeks and again, my insisting it be followed up by the store.
Finally, we again were offered a solution as compensation for our trouble (a $100 voucher). Again, the solution involved us spending more money at the store.
This whole experience was an absolute waste of our time and was frustrating over and over again across several weeks.
It will be some time before I decide to shop with them again and I certainly don't recommend anyone else shop with there either.

Stefan and the online customer service team were prompt, friendly and compassionate to my issue. Would definately recommend using the Good Guys.. I have always had a good experience even if a product was faulty under warranty. Please keep maintaining this great service for customers. Its really appreciated.

Paid for Gold Service Extras and received no support when it mattered.

We purchased a Hisense 384L freezer from The Good Guys in March 2025 and paid extra for “Gold Service Extras,” which was meant to include post-purchase support as well as delivery and installation.

Shortly after installation, the freezer door would not stay closed properly. We would check it was shut, then later find it slightly open and the contents defrosted. This happened multiple times and resulted in food spoilage of at least $500 worth, and that is a conservative minimum estimate.

We contacted The Good Guys expecting support under the Gold Service Extras. Instead, we were told to deal with the manufacturer ourselves. The manufacturer said they would send a technician but never did.

We went back to The Good Guys and asked them to manage the issue, but no action was taken and no technician was arranged.

At one point, they suggested sending a replacement seal for us to install ourselves. For a new appliance, after paying for installation and support, this is not reasonable.

In the end, a relative identified the issue. The freezer had not been installed properly and was not level, causing the door to open. One of the feet also appears faulty, and we are currently using a workaround just to keep it functioning.

This experience suggests that the installation was not done correctly and that the post-purchase support we paid for was not delivered.

Very disappointing overall.

Extremely disappointing service at Tamworth, NSW store.
Never going back.
I paid full amount for a Hisense TV on 2nd December (I was told it will take 2-3 weeks to arrive). It was a Christmas present and had enough time to arrive. I called them after 2 weeks and I was told it was dispatched and will arrive soon. I called them again on 23rd December hoping it must have arrived. Instead I was verbally abused for believing that it will arrive in 2-3 weeks. Not a single phone call to update ETA. I called back again on 7th Jan 2026. Same response....no ETA yet......Hisense not responding to messages. All I got from the store Manager after asking to escalate the matter was we can give you a refund/ free delivery and a cold apology. He even hung up on me when I said it was not good enough. I had purchased the TV on sale price and a refund wouldn't be helpful.

I cannot rely on The Good Guys they are not a trustworthy store. I purchased a laptop online and received an email confirming a discount price of 798. However when I visited the store after 5 days they refused to honour that invoice and the price had jumped to 1299. Meanwhile the same model is available for 949 at Harvey Norman a difference of over 350. This deceptive practice forces customers to pay more and is extremely unfair. When I manage my finances and time it’s frustrating to change promise and increase after just a few days especially during the holiday season. I have attached the invoice I received and the price comparison. The Good Guys now lists it at 1299 while Harvey Norman offers it for 949 for the same model.

We bought a fridge from Good guys and realised door of the fridge can’t fully open because of the kitchen bench. So we went back to Cancel the order of Lg fridge we already bought and we decided to buy a French door fridge instead . Adam who works at Good guys Springvale store came to assist us.He was so helpful and being supportive to us. It was a very easy process thanks to him. Thank you so much Adam , Our beautiful LG French door fridge has been awesome.

Their customer service is completely non-existent. Their online 'help and support' is a circular run around of links, all with dead end answers and no option to resolve or get help with an order. If you call their 'customer service' phone number, it's the same run around of dead ends and voice recorded hang-ups where they make it literally impossible to speak to a human. I kept calling back to try all phone options possible, but all paths ended with a voice recording with no options to speak to anyone.

Their courier is just as awful and I was on hold for over 30 minutes to find out why my delivery was a week late, with no updates after I received an email saying 'your order has been picked up and is on its way!'. Still no answers, and despite being told my order would arrive last week, my online order still shows 'being prepared'.

Disgusting business operations and I'm making sure I tell everyone to avoid buying from them.

My rating shows 1 because l had to click something. True service rating is less than half.
Reasons
1. To start with, your first question 'What went wrong this time?' Nothing should have gone wrong.
2. The customer service from staff is appauling. Staff hang around talking to each other even when customers are around. When customers are looking for service assistance from staff they walk away. You lost our business.

We have purchased numerous items from the Good Guys in Bayswater Vic. In May 2022 from Tushar S.
When we had an issue with our refrigerator not keeping cold, we rang and spoke to Holly on the 20th October 2025, she advised that she or her manager would call back on Tuesday or Wednesday. When we had not received a telephone call by Wednesday afternoon, we rang again, we spoke to Tom initially then was placed on hold for Sam the manager, who advised that she had called the service company and was waiting on a return call, and would advise us later in the day. When it got close to 5.00 we called again, to be placed on hold only to be advised that the service man had not got back to her, but he might call her after hours. Again on Thursday, when we had not received a response (as advised) we rang again, asked for Sam, placed on hold for no less then 15 minutes, only to be told she was busy with a client! and would ring back. By three o’clock we still had not received a return call to sort out our issue (no working refrigerator)Christiana took our call and said she would look into the matter, only after we threatened to call consumer affairs. Christiana called back and advised us to call the service company direct. Until then not one member of staff had even bothered to help in any way. We had purchased 5 yr concierge gold service, which I guess must be a ploy to get money from clients for no benefit, at $229 per item purchased, one for Fridge and one for freezer, we had also purchased a smeg stove, a fridge freezer whilst waiting for the individual fridge and freezer units to arrive (months later). A Dyson vacuum, Smeg kettle and Toaster, a Miele Dishwasher and a Miele Washing Machine. We were loyal customers and would have expected better after sales service, or at least some customer service. We will NOT purchase any goods from this store again, and would be interested to know what their 5 yrs concierge gold service does? Buyer beware!