The Good Guys Avis 

Well last week I go in sales girl was great in Toowoomba up front and honest buy a microwave none in stock but a fridge one here ok paid for the lot ask to deliver fridge on Friday Thursday say your coming Friday not a problem then for some reason fridge not in stock now have to get out Friday from Brisbane warehouse can’t deliver now till Saturday ok while your down there pick up my microwave then yeah ok truck turns up today spose to ring before they come no call no microwave won’t even put fridge in it’s spot after stuffing us around nearly dropped it trying to be a hero and lift it off truck by himself instead of using the tail gate unloader very disappointing

Do not buy goods from here and have them installed. We had a new washing machine delivered and installed by the good guys in taylors lakes. They have photos, videos and the full story of their installers not installing properly and flooding our hallway. The installers came back later in the day and fixed it. It was not our fault or our plumbing that was the issue. The laminate flooring has buckled and bubbled. They continue to request more information from us. We sent quotes. They said they're willing and able to help but have now ignored my emails for a week and will not cover the costs of the floor repair.

I still cannot believe the audacity of the good guys to deliver install incorrectly a washing machine, flooding our house and not repairing the damage. Consumer affairs have done nothing. And we will have to fork out $4k to fix our floors

I ordered online and even though I knew the order was not going to be delivered for 21 days, I was happy with that as I was having my bathroom renovated and this timeline fitted perfectly. Well that date came and went with an email to say there had been a hold up with delivery and they would get back to me with an update on the delivery date. Two weeks later and a phone call to the online ordering team and no outcome they could explain I was frustrated but still thinking they would come through with a better explanation via and updated email. The email came seven days later and it was as generic as the first one. Went to Appliances online who not only did they have the product in stock, could deliver the next day and it was cheaper!!! Never again Good guys never again... you are on my blacklist.
The poor team manning the phones must get soooo frustrated with your poor systems and having to remain calm.
Whilst they were lovely, your systems are not.

They have poorr costumer service. My order online came in 3weeks after then when i received the item the box is Broken and not sealed!!😡 not to order anymore!

We into The Good Guys Mackay to ordered an Apple Mini back in June. They told us at the time that it would have to be ordered. In August, I rang the store and was told that the saleman would give me a call back. No call was received. I went into the store to find what was going on. The person I spoke to then informed me that Apple no longer make the model that we had ordered and there was none left in Australia. I informed him that we either get what we ordered or the upgraded model at the same price.....suddenly, he found one in another store and informed me that he had placed a store transfer. I never heard from him again. My wife then rang several times only to be told they would call back.....no call. We went into the store and were again told that we would receive a call to inform us when it was coming.....no call. It then appeared that the store transfer was not happening and they informed us that we were getting an upgraded model. After multiple visits to the store and being told seven times that we would get a call back we finally went back to the store Yesterday (3rd October) and stood our ground. The salesman then went out the back and came back with a model with less memory. I told him we would not accept that and he needed to get the manager out. Rather than the manager coming out, the saleman went back to the storeroom and after 15 minutes came out with the model that we had ordered....found it! The manager never once came out and apologised. We informed the salesman that as a result we will never buy anything from them again. Customer service major fail.

Dishonest and disorganised.
They were happy to take our money for a new oven, that they didn't even have in stock. Delivery was rescheduled three times. I paid the additional $500 for removal of my old oven and install of the new one, however installation is undertaken by a third party contractor who would not answer their calls to book. After pressing, they contacted a different contractor who offered an install date a month after the initial scheduled delivery date.
The first time I was given a date and time, no one showed up and I received a text saying delivery failed because no one was home - when I specifically took a leave day to be here. Phoned the company and was told it wasn't even sent out for delivery.
The second time it was scheduled, the delivery time was delayed twice until I phoned to ask and was informed again that the product was not out for delivery and in fact wasn't even in stock.
Third time was indeed the charm, with the oven delivered on the day scheduled - almost a month after I paid for it. Looking at the sticker on it, it was from a store 150km away - which is how it goes, but communication would have gone a long way to managing our expectations and frustrations. It has finally been installed by the third party plumber, 2 weeks after delivery.
I will never purchase from here again - I understand delays and supply issues happen but their communication is non-existent and their customer service team don't give a damn.

UPDATE***
BEWARE OF THE NARRE WARREN The Good Guys store!! They have needed to be reported to Consumer Affairs today.
After experiencing weeks of headaches with the Narre Warren store (refer to details below in my original review); & since dealing with the manager Darren who for 2 weeks ignored messages to return my calls (given an incident experienced with one of their airconditiong installers), I finally had my air-conditioner installed today (by one of their installers) only to find out that it has a major missing part- no refrigerant in it and a potential leak! After spending nearly $2000, I have been left with a 100% faulty unit!! I’ve contacted the store and rather than switch it over and prevent me going through further time wasting frustration and headaches, this store had the nerve to tell me that they’re going to go and sort it out with Fujitsu and put me through more headaches when they have the capacity to immediately switch it over. The Good Guys has a responsibility to provide me with a fully functioning unit that I’ve paid for and now they’re going to be reported to Consumer Affairs. You cannot trust this store. They don’t care about their customers & they don’t care about consumer law.

My review is in relation to the good guys Fountain Gate (Narre Warren). I’ve had nothing but headaches since purchasing an air-conditioner through this store. Staff didn’t initially order my product properly (at all) & multiple messages left for the manager who hasn’t returned my calls in over a week despite leaving these multiple messages requesting a call back. Another staff member didn’t reschedule my installation as requested so multiple occasions that details are not being entered in their system properly by their staff members. Also, another staff member was meant to reschedule my installation appointment and didn’t do that either multiple times that things are not recorded properly in their system I experienced an incident in relation to one of their installers and they still haven’t even bothered to follow up with me as I’d asked them to (care is absent from this store)! I’ve commenced a formal complaints process and they haven’t even responded to this either. They’ve had my money for over a month and I still cannot even get a call back. Next step is reporting them to consumer affairs.

Absolutely terrible experience. Ordered online and it had stock which was supposed to be delivered within a week. I had bought a Nintendo for my daughters birthday. I get an email after it was supposed to be delivered that they had supply issues and it would be another week. This continued for another 4 weeks so my daughter didn't get her birthday present. I contacted support who said they would 'escalate' it to priority. 2 more weeks with nothing happening. During this time their website still said stores had stock and I could click and collect one the same day. It wasn't until I threatened going to the ombudsman that it magically got sent the next day. Terrible! I would never use them again, and would warn anybody against using them.

Avoid LG & The Good Guys – Terrible Product & Zero Warranty Support

I purchased an LG Fridge/Freezer from The Good Guys, and it has been a nightmare from start to finish. The freezer constantly icing over and ruining frozen goods.

LG sent out a service technician who admitted he didn't know why it was happening, yet LG officially claimed "nothing is wrong" and refused to fix, replace, or refund the unit. When I escalated the issue to The Good Guys while the unit was strictly under warranty, their solution was to tell me to sell the faulty fridge myself and buy a new one from them at a discount.

Neither company honored basic consumer warranty obligations. I was continuously passed back and forth until the warranty period expired. Buyer beware: if something goes wrong, neither LG nor The Good Guys will stand behind the products they sell.😡😡😡

⚠️ I would NOT recommend buying products from The Good Guys, and especially NOT Gold Service Extras (GSE).

I bought GSE partly because of its advertised “120% Price Guarantee.” My experience trying to use it was one barrier after another.

First, I found a substantial saving through The Good Guys’ own 20% Digital Wallet promotion. My claim was rejected because it was considered a “new customer” offer.

I then found another substantial saving through a 20% weekend promotion from Retravision, an approved competitor and an offer open to everyone.

This was a substantial claim, but the required online Price Guarantee system could not recognise the lower price — even though The Good Guys’ Price Beat system could recognise the exact same Retravision price on the same day.

And the advertised 120% Price Guarantee only applies to a very limited list of approved competitors, not just any retailer offering a lower price.

Later, I found a much smaller price reduction at Appliances Online (AO). This time, the Price Guarantee system recognised AO — in fact, AO was the only competitor available to select, showing that the system already knew AO had the lower price.

But I still could not submit the claim.

The form required a URL even though the field was not marked with an asterisk as mandatory. Without it, the claim could not be submitted, yet the URL was too long to successfully enter.

So even when their own system recognised the lower-priced competitor, I was still blocked from submitting the claim.

The online form could not be submitted, and the system asked me to go to the online chat for help.

The chat was absolutely useless. It was a BOT, not a real person.

I repeatedly asked for a real human because the online claim form was the problem. The bot simply kept sending me back to the same online claim process.

Only after the online process failed and the chat could not connect me with a real person did I finally call The Good Guys.

I was told that the Retravision promotion could be considered and was asked to email evidence for them to review. I did exactly that. The claim was then rejected because it was a promotional offer.

I disputed the decision by email and received no response. I called again, waited a long time while they apparently consulted a supervisor, and was ultimately told the claim would not be accepted and, in substance, that I could complain if I wanted.

So: two substantial claims blocked, and even a much smaller claim that their system recognised could not be submitted.

There is also another issue with price matching. When my product was price matched against AO, AO offered free delivery and installation. The Good Guys retained its own delivery/installation charge and reduced the product price instead, which can reduce the apparent price difference available for a later Price Guarantee claim.

Consumers should also know that on 9 September 2025, the Federal Court ordered The Good Guys to pay $13.5 million in penalties following ACCC proceedings concerning misleading Store Credit and StoreCash promotions. The case involved 116 promotions and approximately 21,500 eligible consumers.

That case concerned Store Credit/StoreCash, not the Price Guarantee. But given my experience, I think consumers should know this history.

My advice:

❌ Think twice before buying products from The Good Guys.

❌ Especially do NOT buy GSE just for the “120% Price Guarantee.”

The headline says 120%.

My experience was barrier after barrier when I actually tried to claim it.

My first time in a Good Guys store and I was instantly impressed with the layout, the range and the smiles from people in the store (v.likely customer service people). Then.. I was fortunate enough to be advised, helped and looked after by Brook, in the computer department. Her knowledge, recommendations and reassurances about the various options on offer made me feel very secure that I was in a good store, with an exceptionally good customer service person. So... I'm delighted with my purchase and can heartily recommend the store. It was in the store in Ballina that I was helped by Brook, but I imagine the quality of service is felt through all branches. Thanks to all who looked after me and helped me make a fine purchase.

Terrible delivery system.their delivery partners not responding your queries and don't have contact with their drivers.my delivery date was overdue by 13 days today and still didn't receive the tv.the courier company call centre operators are worst.they hang up the phone with out solving the issue and it looks they based overseas. Don't bother buying online unless it's click and collect.worst experience.

extremely poor customer service in Thomastown Good Guys. Customer service is non existent. I asked 2 or 3 people for help and at the end when I chose the product I wanted the girl who served me obviously didn’t want to be there.

Awful company will not use again. Took the day off for delivery of large items from multiple suppliers, was assigned a 3pm-5pm delivery window on a Friday. Good Guys Driver apparently had an issue accessing the property but did not make any attempt to contact me, I had other furniture deliveries on the same day by two competitors who delivered without any issue. Received an SMS saying I would be called shortly - no call. Spoke to the call centre and requested a call back from the delivery management team - no call. Sent an email, no response. Appalling service, The Good Guys took my payment in seconds but won’t even call back. Zero service and zero support.

1 out of 5 stars
I went into the Townsville store last Wednesday to buy top end Bose headphones, their system showed two in stock but they could only find one. I paid for both and they said they would get the Mackay store to send a pair up as soon as possible, it is only six hours away so I thought they would arrive by Friday or Monday at the latest.

I called on Monday and they said not here yet, I called on Tuesday and got the same answer, I called on Wednesday and still nothing. I told them to phone Mackay and arrange overnight delivery because thisis now beyonda joke, they said they would do it but they never did. When I went in on Thursday they told me Mackay never got the email, it took them eight whole days to actually pick up the phone and call the other store.

I can get parcels from Melbourne in three days yet something from six hours away has still not turned up after more than a week. If they do not have the item in store do not waste your time ordering it, there is no sense of urgency and no proper communication. I would give zero stars if I could, one is the minimum allowed. I told them again tell the Mackay store to put them in and overnight express freight bag and get them up here ,so I might get them next Monday or Tuesday, we will see.
So my advice would be if they don't have it in store and have to order it in, stand there while they call the other store to make sure the other store gets the message,
or maybe even get a carrier pigeon to deliver the message which may be more reliable than the staff sending or receiving a emails...

Do not purchase from good guys online. It is entirely unreliable and misleading. I ordered an expensive fridge, paid premium delivery service, took the day off work and no delivery was received. When I called I was given two different stories, hung up on etc. Told the delivery text and email received were both wrong and the product I ordered and paid for wasn’t even available as on back order. Then cancelled order, told it will be a week for a refund. Went in store an hour later to be told there are 29 of these fridges in the warehouse. WTF. Now to take an extra day off work to be home for a delivery tomorrow. Really bad customer service and dishonest. Avoid!!!

Bought something through their commercial option.
Was advised delivery would take up to 12 weeks, so I do some re-measuring and planning while waiting.
Find out the item will no longer fit. And I cancel my order.
Takes 4-5 days just for them to get back to me and cancel it after I initially requested it.

They say it takes 5-7 BUSINESS days to get the refund. Insanely slow, but I wait it out.
7 business days later, nothing. Not even an inkling of a refund or anything indicating it.
Call them multiple times over the week and they're never able to get in touch with the finance team. Always some kind of excuse like "they're probably at lunch" or "they're probably just really busy and can't answer".
So eventually I give up and just file a dispute with paypal myself.
Suddenly their finance team is responding and "ready to refund" me, but say I have to cancel the dispute.
I said they can just agree to refund me via the dispute.
Instead, they put bogus "Tracking" info into the dispute and make it draw out several weeks longer.

So now I wont have my refund for several weeks, assuming paypal rightfully sides with me.

the hinge on my two year old acer laptop fell apart the good guys said it was two months out of warranty no help .watch out for acer laptop hinges

Ordered a laptop on 2nd sep and they advertised that it'll be delivered next week. I received no updates, up until I contacted them online with chat support. The guys name was "Mike" and when I asked he kept ignoring my questions and started talking about refund or cancel the order, instead of accepting the fault. In the end he just left the chat. I found it very unprofessional and they taking it personally. (Mike's ego took over him and decided to run away)

Good Guys:- Higher people who can built your reputation and fix the commitments you make online.

My order's delivery has been delayed for a week without reasons. I called to the customer service 3 times and I received the same answer all the time that they will help me to push the process. However, I still have not got any message regarding the order is out-to-delivery. This is a very disappointing experience. I don't know why the order was hold up at the store for so long. Terrible service! Please be cautious when you order with the good guys.