The Good Guys Avis 

In store i have found capalaba to be great but their phone service is disgusting, I put a deposit on a wok and was told 3 or 4 days to come in, 3 weeks later im still waiting, I have rang capalaba nearly 10 times with answering once. Apparently they are unable to call supplier to find out when my product will get there and yet the display model is still out and they are selling the product. I asked how long ago did I put down a deposit, they couldn't tell me, it will take 10 days to ship one from another store. The office staff just dont care about you at all. I even just brought a dishwasher 2 weeks before this. Customer loyalty ZERO

Terrible customer service. Made an online purchase based on listed stock availability only to pay $9000 and receive an email saying I would receive the item in 2 months.
Can’t call anyone, phone just says to visit a store for assistance. Tried selecting a different option and was on hold for about 10 mins before selecting an option to receive a link to chat to customer service online. Received the link and it just goes to the website, the chat option is bot only and wouldn’t allow me to speak to an operator

I bought a washing machine and paid extra for delivery AND connect. They put my new machine on the cement (i’ll give them the benefit of the doubt that it had a little bit of styrofoam, but rocked it while laughing and joking and playing with each other (not an issue if i had a good experience). Then he pushed the machine all the way in and then said where is the power point? and i said oh it’s where you pushed it into (assuming he would have seen that). and then he tells me they can’t finish the job because he didn’t bring the tools to do it… and asked if i had a screwdriver as if it’s my problem they weren’t prepared for their job. and when i gave what i had he said no other ones? bc they didn’t fit. they should have spares… and bc they came the latest possible in the time slot, i couldn’t rebook for the next day. so i have rebooked for monday with no compensation, monday rolls around (supposed to come in the morning slot, they refused to tell me an exact time) so it’s 11:30 and i have heard nothing. so i hop online and ask what’s going on, they say the only person apparently they could hook up my machine has called in sick. and i said no one wanted to inform me? and they said we found out 30 mins ago… so you had 30 mins to inform those who have a service booked?? i gave in and rebooked AGAIN. for tomorrow, which has yet to happen. i have a theory they just didn’t book my appointment for today, as when i booked today for tomorrow i got a booking confirmation text and this didn’t happen for my “booking” today. just a mess and a headache!!!! and my machine STILL isn’t connected. there has been no compensation offered and the customer service is super poor. do not bother shopping here!!

The service received was professional.
The staff member was understanding and informative, very helpful and wanting the best result for me. I will be returning and recommending Good Guys.

HORRIBLE EXPERIENCE!! I BOUGHT $1300 worth of product and was not able to get a refund after I did not like the product DESPITE The Fact The product was still new in box bought 2 DAYS PRIOR! Sophie and Sally were the most unhelpful SALES PEOPLE!! ABSOLUTELY HORRENDOUS EXPERIENCE AND I WILL NEVER SUPPORT THIS HORRID BUSINESS EVER AGAIN!!
If I could put less than one star I WOULD!

So I did not have to drive for 2 hours i tried to get information on stock availability from the Launceston store. The call was diverted to head office "help" desk. Funny and they ask us the customer to be polite. I Gave brand and model i required, because i did not have a model number. He was So rude and then hung up. No wonder retail stores are dying and so will purchase elsewhere. Oh well their loss and I was hoping to purchase 2 different products not now.

Paid for a tv and delivery, arranged a day for it to be delivered. Husband took the day off work so someone would be home. Received a confirmation text the day before delivery. On the day it was suppose to be delivered I received a text that it is going to be delivered the next day!! No contact phone number to call in text message. Rang the store we bought from and they just said we can come in and ask for a refund for the delivery fee…and they said they don’t have the phone number of the delivery guys!! What a load of BS!! So now I have to take a day off work and who can guarantee they won’t do this again! Who wants to take annual leave for a tv delivery!! I would rather spend it away on holidays! Never again will I order from the crap guys.

I ordered a Westinghouse fridge online from The Good Guys. It was delivered the following week, and from the moment it was switched on, it didn’t work.

You’d think a major fault on a brand-new appliance would be handled quickly. Instead, the only option was to fill out an online form and wait. There is no customer service phone number, no online chat, and no sense of urgency when they’ve sold you a product that was dead on arrival.

After finally tracking down a head office number, I was transferred multiple times, left on hold, and ultimately told I just had to wait for my online request to be processed. Once it was, they emailed me instructions to organise my own service call with Westinghouse. As far as The Good Guys were concerned, once they’d sold the faulty fridge, it was no longer their problem.

I then contacted Westinghouse, only to be told I’d have to wait two weeks for a technician to inspect a fridge that had never worked. To make matters worse, they warned me that if the technician decided the fault was somehow mine, I could be charged for the visit and repairs.

At that point I contacted the Queensland Office of Fair Trading. They confirmed what The Good Guys should already know: my contract was with the retailer, not the manufacturer, and under Australian Consumer Law they were required to offer me a refund or replacement for a product with a major failure.

Funny enough, it was only after Fair Trading contacted them that The Good Guys suddenly agreed to replace the fridge.

The icing on the cake? They actually told me I would have received faster support if I’d paid for their Gold Customer Service package. Imagine expecting customers to pay extra just to receive the consumer rights they’re already entitled to when a brand-new product arrives faulty.

Save yourself the stress and buy elsewhere. Based on my experience, The Good Guys should be called The Bad Guys, especially if you’re buying online.

Do not Buy. Unfortunately No stars isn’t an option. The Store delivered a TV which was wet. The delivery driver acknowledged it was wet. The store who fulfilled the order acknowledged it but said they can’t do anything as purchased online. The online store and faults will not help. They keep saying they will contact me ‘tomorrow’. I have emailed and sent photos which they have requested with no response for 4 days.

I purchased what was advertised as a brand-new Samsung tablet from The Good Guys, but they shipped me a used, open-box unit that had been returned by another customer and reset for resale.

When I complained, the online customer service team was an absolute joke. I was promised a resolution in 2–3 days. By Day 4, nothing. I emailed again, was promised a call "ASAP", and still heard nothing. By Day 5, I had to physically drive down to my local store to demand the refund I was legally entitled to under Australian Consumer Law.

While the local store staff gave me my money back, the online team's deceptive stock practices and broken promises are appalling. Check your items carefully if you buy from them—you might be paying full price for someone else's return. Won't be shopping here again.

I’m very disappointed. I ordered on Friday 26/626 a TV as a surprise gift and was quoted delivery in 2nd July 2026. Did not arrive and now day 8 since ordered no delivery. Poor service and recommend never arranging delivery with them. Seek alternate store or collect

Bought new TV in store and paid cash in full. Told delivery would be 3-5 days and installation the next day. 3 weeks later rang the store and eventually found out the TV had arrived and nothing else had been done. They said it would deliver the next day and nothing happened. Rang store and call got dumped twice. If the installer comes tomorrow there’s no TV here. Good Guys are an absolute joke

Terrible service during and after purchase.

It is insane that they are legally allowed to continue in operation. I have never experienced worse customer service. It was shocking.

Mohamad at mile end store adelaide was really good in giving us a good understanding of yhe product we purchase very friently and knowledgeable

Customer service in store is nil. Many staff wondering around but no one wants to help or acknowledge you. Poor knowledge on items and where the items are. Was sent wondering around store. Under trained in service.
Delivery is an absolute shocker. Was given a time frame of 3 hours. Waited for 4hours. Called up twice to be told they will be coming soon. After 4 hours l called again to be told they will not come at all and are not sure when they will be and to wait for a call.
Absolute disgrace

I have shopped in store at the good guys and while it has been fine for my needs. I don't feel like
A. Staff want to go out of their way to assist shoppers. I was left to walk around the store aimlessly and not one store worker asked me if I needed help. Even when there were a few workers standing and chatting.
B. Advice I got when I did ask about something (I actually was testing their knowledge on something in extremely familiar with) and they were completely wrong on all accounts.
C. They didn't know of a products pros or con's which I found laughable considering they should since they're selling the product. They should be using their spare time to troll the internet for videos of products they sell. See what items are popular and durable. Get to know what they're selling. Extremely poor considering the size of the company. Now this is just at one store. So I can't compare it to others.
Now for my online experience. I've only made one prior purchase through the good guys and it was relatively good. BUT. I made a purchase on the 18th of June/2026 and I hadn't received any email saying the order had been packaged and sent by the 22..so on the 23rd June I finally got to talk to a person at the store I nought it from like last time. The online ad said in stock. By apparently not at the store I used. And it has to go onto backorder meaning it won't arrive now until 3rd of July 2026. So you mean not one other store has one or they're aren't any in Australia?? I find this utterly misleading and was made to feel I should have know by how I was spoken to. I said to the woman it said in stock and nothing about any other stores and I said iflr definitely didn't say on back order on my receipt. And when I checked my order ismt has been saying processing order since the 18th. If this is the best they can do when it comes to online shopping, I hosetly don't know how they continue to operate. I can go online and buy one and get it here in the same day if I want. I think in will considering how long lived waited for an item that's leas that. $100 in value. I'd suggest people shop at other stores. The good guys are far from good to be honest

Faulty product and zero customer service. Do not buy.
Extremely disappointed with our Ecovacs T20 Omni and the subsequent "support." We have had to return this machine three times for the exact same inherent fault. Now that it is just past the two-year mark, both the manufacturer and the retailer are passing the buck and refusing to take responsibility, completely ignoring Australian Consumer Law regarding acceptable quality and major failures. If you expect a machine of this price tag to last or to receive decent customer service when it fails repeatedly, look elsewhere. Customer service and ownership in store and over phone are a zero. Safe to say the current rating of the good guys 2 star is batting out of the company's league.

Ordered a stovetop online on 11 June and the money was debited out of my account. After a couple of emails chasing up paid delivery, I finally got an SMS message on 23 June (with the wrong order number) that said the item was on back order 1-3 weeks - subject to change. You can't respond to the message and no email follow up has been received. Bad customer service which could have been avoided with communication. They also don't issue an invoice until the item is despatched yet they've debited my account. I finally received an email 24 June to say the item will take another 2-3 weeks, subject to change. I've now sent an email requesting a full refund.

Bad customer service, Their AI chat is rubbish.