The Good Guys Avis 

I had to go 7 weeks without an oven because I wasn't told it was unavailable when I purchased it. Only found out on delivery day that it was unavailable. The online customer service is also terrible. I will never use their online service again.

I had the most wonderful service experience at the Good Guys Northland! Jean-Marc assisted me with a microwave, a kettle, a toaster and a sanding press. Jean-Marc was super competent. Gave me a lot of useful advice on the pros and cons of various models and - even after I paid - offered great maintenance advice. He is also just a really nice guy. A really pleasant shopping experience! Thank you Good Guys Northland. Thank you Jean-Marc. See you again soon.

Items we have purchased from The Good Guys / JB Hifi over the last couple of years....Oven, 3 x 65 inch TVs, Bose headphones, JBL earbuds, Apple earbuds x 2, Apple watches X 2. XBox Elite Controllers, etc

We purchased a Westinghouse oven online back on 16/7/26 and waited almost 2 weeks for it to be installed. So the installation company under the umbrella of The Good Guys had our "file" for 2 weeks and didn't reach out to us at all during that time.

When they turned up here, they did a quick assessment and advised that they'd need to add a switch to a powerpoint and move another powerpoint by about a foot.

We paid $500+ for the installation so go right ahead. Oh, this isn't covered in that? How much extra then? Couldn't be that much seeing as the callout fee is paid and you are standing there with all your equipment ready to go. $948!!!!!! that I would have to pay there and then on the spot for any work to continue. After I argued with them for about 10 minutes, I reluctantly paid, given that we had been without an oven for almost 2 weeks.

This is a complete and utter rip off and to be frank reflects very poorly on The Good Guys. The gas fitter guy was even laughing and joking that "I'm the most expensive hahaha". No, not funny mate, a horrible read of the situation and not funny at all.

We wonder why no assessment was done prior to the fitting (send us some pictures of the current set up etc) which would have enabled us to potentially use our own electrician if work needed doing. There was plenty of time there for us to investigate other options, but of course THE WHOLE IDEA WAS TO MAKE US WAIT, THEN AMBUSH US ON THE DAY, knowing that we hadn't had an oven for 2 weeks.

We resent being but into a high pressure situation where you / they basically ambushed us and held us to ransom to have our oven installed.

And we resent paying an extortionate $948 ON TOP OF THE $550 THAT WE HAD ALREADY PAID TO HAVE IT INSTALLED. $1500 to install an oven.....give me a break! Ridiculous, overpriced, extortionate and makes The Good Guys look awful.

Never again.

This company's rating should be 0 star. Not even 1 star. Not even 0.5 star. Just 0.
Absolutely the worst service and operation I have ever encountered in my entire life. I've lived in different countries, even in a 3rd world. But we need another scale for the Good Guys. Like, 83th world country type operation.
Seriously curious how the company is sustaining this far with the unspeakably horrible service and even worse operation. Somebody must be using this company to launder money or something.
My experience was ridiculously awful, let alone my financial loss.
I lost +$400 from this cursed company and no way I can retrieve it based on how they operate.

Please go to JB Hi-Fi or Harvey Norman!!!

KEEP AWAY FROM THIS GODDMAN COMPANY FOR YOUR SAKE

At the moment you need help with a faulty project there is absolutely no service and support in the shop at Kotara, Newcastle NSW. I have a Weber BBQ that need a repair and the way I have been met by the people in store and by phone is so non helpful. I can definitely not recommend to shop in this shop

Ordered online a simple small sony sound bar ?
Waited for delivery or tracking number a number days passed No contact , finally i was told no stock , then there was stock , waited again for delivery , days passed no delivery , I cancelled the order , next day and email saying we have dispatched the order ? again i waited , it was delivered 10 gays later in an open box ? NOT sealed or wrapped ?
I had to return it to the nearest store 2 hour round trip to return it ? Refunded but The good Guys kept the GST amount ?
I will never use The Good Guys again and will NOT recommend to anyone
VERY VERY poor service , online help useless

We ordered a range hood in May. The product only became availale for delivery in early July and we had to book the delivery. Then the earliest delivery date was 2 weeks away. We waited for 2 weeks until the delivery day. Then no one showed up. There is no contact number, so you can't talk to anyone about yoru order. All they have is an online chat which is useless. Their customer service is shocking.

Ordered a house worth of white goods. They offered the "premium" installation service as part of the deal. Workers were absolutely useless, left all of the interior packaging material, poor communication about what they could and couldn't do, refused to take some boxes of the same order but would take others.

But the absolute worst of all, on a top load washing machine they did not level it, and to top it off they said it was ready to use after leaving the packaging tape that connects the legs to the drum. Luckily checked and levelled it myself after I heard it rocking like crazy, but if I left it it would've tipped over and bye bye new washing machine / or potential hazard for children especially.

If I can give negative stars I would. Do NOT ever buy from Good Guys and do NOT trust their Gold Star Warranty. They will give you the run around and not take responsibility.

I paid extra for extended period of warranty when I bought a laptop from Good Guys. Now Good Guys will not confirm that they will pay for a software problem created by Good Guys' outsourced repairer's outsourced repair centre (yes, you read right - Square Trade the outsource repairer 'onward outsourced' the work to CentreCom).

I have had to make multiple calls. CentreCom said if Square Trade does not raise the repair request, I will need to pay for the diagnosis of the problem that CentreCom created when they fixed my laptop's broken hinge and screen. When I called Square Trade, they said I need to speak to a specialist and then left me on hold waiting for the specialist to pick up but the specialist never picked up the phone (I finally gave up waiting after 53minutes). Emailed Good Guys. Their reply? I need to call their Customer Service line. I called and was told only Square Trade can raise the repair request as its an existing issue. But when I spoke to Square Trade again, they said I need to call Good Guys and Square Trade cannot raise the request because the existing request (to fix a broken hinge and screen) has been closed and that only Good Guys can raise the repair request! So i called Good Guys again who then confirmed that they can raise the repair request, but that they will only pay for "manufacturing defects" and that I need to find out from their outsourced repairer Square Trade on who will cover the cost of this repair since its not a manufacturing fault! What a joke!

Do not buy from the Good guys if you actually need something in a timely manner. Order a product that is 'in stock', will arrive in a few days. A week later, no updates or notifications. Took more than 2 weeks to arrive with no apology. I will never use them again and will pay more at another retailer.

I bought a TV in store, and on the advice of the store attendant paid to have it delivered the next day. Didn't happen. The delivery guy claimed that the store failed to answer the loading dock bell and they couldn't collect the item. The tracking app claimed that the delivery failed as 'no one was at home'. I was home all day waiting. The customer service is woeful. This is the second time that they have failed to meet their customer service obligations. There will not be a third. Get a quote for the item, and go to an alternate supplier for a price match.

Extremely unprofessional and bad - the customer service team fights with you instead of trying to find a solution. The homeservice guys cancel last minute leaving you high and dry.

Terrible online experience.
You need 10 OTP on your SMS just to check your order, delivery is delayed, have to talk to a chatbot to schedule delivery...
Shop at Appliances Online, much neater online service

I am a support worker for a lady who purchased a washing machine 3 weeks ago. She is desperately waiting for her new washing machine as she has children. I rang on behalf of her regarding delivery. We were on the phone for 5 hours all up (Hung up on 4 times). Finally the machine is being delivered tomorrow. Fingers crossed.

I will never deal with The Good Guys ever again. This is absolutely atrocious Customer Service. For goodness sake, put more staff on!!

I am extremely disappointed with both The Good Guys and Hisense.

I purchased a Hisense refrigerator from The Good Guys in December 2024. Within only a few months, the refrigerator door started peeling. It then took approximately a year to have the door replaced.

Unfortunately, the replacement door has now developed the same defect. After experiencing the same failure twice, I have completely lost confidence in the quality of the product.

What has been even more disappointing is the level of customer service. I have spent countless hours sending emails, making phone calls, providing photos, and following up with both The Good Guys and Hisense. Instead of receiving a proper resolution, I have been left waiting for months with little to no meaningful communication.

A customer should not have to chase a retailer and manufacturer for this long over a product that failed repeatedly while still relatively new.

I expected much better from both companies. Instead, I have experienced repeated product failures, excessive delays, and poor after-sales support.

Based on my experience, I cannot recommend purchasing a Hisense refrigerator from The Good Guys. I hope both companies improve the quality of their products and, more importantly, the way they treat customers after a sale.

Very disappointing experience.

The good guys failed on all things with the item. I went to buy a tv and paid for it, said it would lay down in back of car, went to pick it up and the store man said it has to stand up, would not fit in my car, if i took it they had to take it out of the box. Or they could deliver for a fee tomorrow, well tomorrow has been and gone, and still no tv, i rang store they said it is still there.
Would not encourage anyone to go there.

Like thei price matching policy, bought couple of things

I've been extremely disappointed with both my product and the support I received after purchasing a Latissima Nespresso machine from The Good Guys Nunawading.

Less than six months after purchase, the machine developed a fault with the milk frother. I returned it to the retailer expecting a replacement for what I researched was clearly a faulty product and very common issue with this type of machine. Instead, it was sent away for repair, leaving me without my coffee machine for weeks.

Unfortunately, the machine was returned in an unacceptable condition. It was poorly packaged while still soaking wet, with water spilling over my kitchen bench as soon as I removed the wrapping. On top of that, a large service sticker had been placed directly on the side of my machine, leaving adhesive residue and marks on the surface that it can't be removed anymore. This level of care is simply not what I would expect for a premium appliance, and a mega store like this one.
To make matters worse, the machine is now presenting additional issues after the repair, and they said they won't replace or exchange the machine for me, only if they repair it for at least 4 times!! This is absurd!

At this point, I have completely lost confidence in this machine (at least this model) and this store. The Good Guys has not taken responsibility for resolving the issue, I've made a formal complaint and nobody has given me any response, just ignored it. I had to directly contact Nespresso to solve this and it's been a long fight.
So far I’ve only experienced poor customer service, unsuccessful repairing, poor handling of my machine, and now even more operational problems than before.
That's a shame! I used to recommend The Good Guys before.. not anymore.

Ordered a spice grinder online Thursday and paid extra for next day delivery as I needed it for the weekend. It never arrived. Had to chase it up on the Tuesday, the customer service person was good and refunded the cost of the delivery fee and it was delivered a couple of days later. Even though I put to be left by my front door if I was not at home it was taken to a post office for collection. It would have been much easier for me to have gone into a good guys store to begin with. Online shopping is meant to be for ease this was not a good experience which is a shame I wouldnt use them again.

I bought a $1500 robot vacuum 11 months ago. It developed a major fault eg would not suck hair dust into vacuum bag but just stuck around dollars. Then the nail/screw which attaches the mop to the unit broke off leaving a hole so also unable to mop. There is an expectation that expensive small appliances will last longer than 11 months. Still in warranty.
Good guys insisted the Vac be left with them for repair which as a major fault which we did under protest. I believe it should have been replaced straight away.Can not tell me how long a reasonable amount of time is that it will take and do not have loaner appliances. Bought in a physical shop as the contract is then with them and not Dreame. Will not buy anything again from Good Guys. They also do not reply to emails to customer service or messages sent through their app. POOR service altogether.