The Good Guys Avis 

Gold Service Extras is a scam.
Faulty products not replaced. Repair process intentionally protracted and difficult to negotiate.
Stay away!

After being approached at the checkout I ported my Telstra number to The Good Guys Telstra service to save a few dollars after being assured by Jade, the staff member, that I could retain my
Telstra One Number. THIS WAS COMPLETELY UNTRUE. She did not know her product at all and was more interested in signing me up than actually helping. I will not be shopping at The Good Guys ever again.

What a nightmare! Ordered an electric toothbrush online. After 6 weeks it stopped charging. Tried to use the website to send it back but the courier form did not accept my submission. So I drove 45 minutes to the closest store, as advised by the website. They accepted it was faulty but did not have one in stock. It was specifically recommended by my dentist. So, they did a back order but then they wanted me to pay $10 for the back order, they said they had none in stock, and they did not have any idea when it would come. I refused to pay $10 for a back order to be delivered when it was their faulty product, so I asked for a full refund. They then gave me a refund less $6 which they said was my contribution to the original delivery charge which I had already paid. This was crazy so I had to jump up and down and finally a manager came and said they would not charge me the $6 to get a refund. This company has no idea about online shopping and even worse no idea about customer service. Buyer beware.

WARNING TO CUSTOMERS BUYING LAPTOPS FROM THE GOOD GUYS

I recently bought an Acer laptop from The Good Guys after clearly explaining to the salesperson that I use my laptop for research, movies and music.

What they failed to tell me was that the sound system on this laptop is unbelievably weak. Even at 100% volume, you can barely hear movies properly. The speakers are honestly among the worst I have experienced on any laptop.

My issue is not even the laptop itself anymore — it is the principle.

When customers explain exactly what they need a product for, staff have a responsibility to disclose major limitations that could affect the buying decision. Most customers are not computer experts. We rely on sales staff guidance when making purchases.

If a laptop is known to have extremely poor sound performance, that information should be disclosed BEFORE purchase, not after the customer has already paid and gone home.

When I returned to the store, I was basically told:
• “That’s just how these laptops are”
• They can send it to Acer for weeks
• It may even cost me
• There is no guarantee anything will change

So if the store already knows this is “normal” for these models, why was I not informed before buying it when I specifically mentioned movies and music?

This review is not about getting attention or freebies. It is about honesty in retail and customers being able to make informed decisions.

My advice to anyone buying a laptop from The Good Guys:
DO NOT rely only on the salesperson’s recommendation.
Test the speakers yourself in-store.
Ask direct questions about sound quality and volume.
Because apparently some very important information is not volunteered unless you discover it yourself after purchase.

Very happy with the purchase and price of the stove, and extremely happy with its performance and design. Be careful when you select the install package, which was $269. The agent told me that there would be a small extra charge for the installation of a power isolation switch required by law. That ended up being an extra $350. I questioned that the install should have covered some of this, but was rebutted. I suggest looking at a local electrician to do the works.

Awful customer service, wish I’d checked here before placing my order. Sell products on their website that they don’t stock and have no control over supply on. Didn’t bother to let me know the product I ordered couldn’t be delivered for a MONTH when I paid for 2 day shipping. I only find out when I contacted to chase up my order and then the customer service rep was rude and cut me off. Definitely order from anywhere else if you can

My wife and I needed appliances for a new kitchen, not yet started. We went to the Good Guys' Penrith store. Dave, the attendant who helped us, was brilliant. He was helpful and patient and he gave us excellent prices.

We were unsure of the delivery date, so he was very flexible and waited for us to give him a final date. All of the appliances were there on time for the plumber and the electrician.

We couldn't be more happy with The Good Guys, but don't call Dave, David. That's what his mum calls him when he's in trouble.

The Good Guys Hectorville
I went to buy a 50inch tv . Staff really rude and unprofessional. They tried to convince me that the tv doesn’t fit on a Nissan navara because they wanted me to pay for delivery service.
Just scammers. Stay away from them

We ordered a bread maker with a ETA a few days before Mother’s Day. I follow the order up and told it hasn’t been shipped but will that day. Follow up 2 more times via online chat where I’m told the same Thing. 2 weeks past and I call them. I’m told this product is sold out Australia wide and the store should have contacted me (Canberra store) what would have happened if I never call my order (nearly $400) would have never been actioned. I’m told my only option is buy a more expensive product or a refund. I saved for this purchase. How can you sell products that are out of stock NATION WIDE?

Bought a coffee machine online as a birthday present. They took a month to ship it, and would not respond when I asked what was happening with the order during that time. Eventually it was dumped at a local post office, and I was amazed to find it had been shipped in the Smeg box in which the product came with the address sticky taped to it. The box was, of course, half destroyed and made for a hideous present.

I would like to lodge a formal complaint against The Good Guys Chirnside Park regarding the mishandling of my TCL 98” TV purchase and installation.

I paid for the TV in full to secure the stock and was repeatedly assured that the unit had been allocated and reserved in the warehouse. Based on this confirmation, I arranged installation and even took leave from work.

However, the store later admitted they had failed to reserve the TV properly in the warehouse. Instead of resolving the issue professionally, I was pressured to purchase a different Samsung TV at an additional cost of approximately $1,000.

The situation became worse on the installation day when the installers advised they had not been properly informed about the installation requirements and refused to install the TV using the wall bracket that was sold to me directly by The Good Guys for this TV.

This entire experience has caused significant inconvenience, stress, wasted time, and financial impact due to repeated failures in communication, stock management, and installation coordination.

I am seeking assistance regarding:

Failure to supply the paid product as agreed

Misleading assurances regarding stock allocation

Pressure to spend more on an alternative product

Incorrect wall mount advice and failed installation

Compensation or appropriate resolution for the inconvenience caused

I can provide invoices, communication records, and supporting evidence if required.

Kind regards,Ankon

Went in to Goodguys Mackay, 6th May 2026 purchased an LG 642Lt two door fridge and a LG 75” Tv, all good so far delivery arranged for next day, paid for a premium delivery and noted to them it had to go up 10 steps delivery arrives and straight away they look at the verandah and tell me can’t do it because the fridge is on a trolley and obviously on an angle when transporting and tell me the rafter at top is too low and the fridge would hit it, disappointed I told them take it back and I’ll get a refund, look online next day and the fridge is now $1300 more than what we paid so reorganised another delivery which arrived today 11th May 2026 I told them to put it under the house(we have a two storey Queenslander home) , so they wheel it under the house and stand it up with no issue. Now I’m no mathematician but the beams under the house were 210mm lower than the Rafter at the top of the stairs. Conclusion? Lazy guys who couldn’t be bothered carting it up 10 steps. Went straight to the store and spoke to reception staff and told them and the one woman who I had been dealing with was oh well you got your delivery. Do yourself a favour and look elsewhere as we are because we have to purchase a lot more items but it won’t be the Goodguys. 😡

On the 14th April I ordered a toaster and kettle online. I received confirmation the order was received and paid. I was told approximate delivery would be the 20th April. That was over 2 weeks ago. I called the Good Guys branch in Robina who advised they had no information and that it was with Australia Post. I called Australia Post and they have no details of the order number. When I checked the app, it says "back order"but none one can tell me when I'll be receiving the products or where they are or who is responsible for communicating with me. Rubbish service, do not use these guys.

We purchased an LG washing machine three days ago under the above order number.
When we tested the machine, we experienced significant water leakage from both the hot water connection and the drain. In addition, the washing performance has been unsatisfactory. The machine is not cleaning stains properly, and we can still see spots left on the clothes after washing.
And now we are struggling to return it as good guys amin refuse to do so.
Please DO NOT BUY anything from Good guys.

This company advertise products they cant even sell you. Happy to take your money and say it will take a few weeks but then 7 days later I get an email saying sorry we can’t get that but for double the price you can have this one. Very shady underhanded business tactics.
Be warned if you are gullible to give them your hard earned money. Zero stars

Sales staff were okay, helpful and I made the purchase. There was a delivery condition. It had to be the specified day. Maybe their delivery guys have comprehension issues? No delivery because they couldn't be bothered or, whatever excuse they plug in. All the frustration and disappointment could have been avoided if I had just gone to a reputable store. Never again Good Guys. You have had a data breach and put my details on the dark web along with thousands of other customers, and now you failed again. You wont get another chance to disappoint me as a customer.

WORST COMPANY! DO NOT GO TO ESSEDON MELBOURNE GOOD GUYS, More like WORST GUYS. When you call, they hang up on you. They take your money but cannot deliver. I bought household items from these guys but I'm still waiting for my delivery which was arranged for Saturday 25th April and no contact or any updates since and today is 29th april.. When we call, they do not answer and if they do, they transfer the call and then hang up.
Curtis and Tahn were the managers and promised us delivery, but they did not keep their word or answer their calls.

Rotten company. Never buying from them again. Yes they have good Deals but at the end nothing is worth it, it's better to go to Harvey Norman or a Worldwide company than to these losers.

Took 19 days for delivery of a dryer- no mention whatsoever when I ordered it that it was “ out of stock”. Just like all the other reviews, online customer service is a joke- multiple interactions via phone staff that amounted to finger pointing from all parties-do not buy anything online from them! This company’s days are numbered….

I visited The Good Guys Townsville in February about a leaking washing machine hose. Staff told me that as a Gold Service/Concierge member, they would arrange for a repairer to contact me. I received no call for two months.
I later found an email (20 March) telling me to contact SquareTrade myself. I was unwell at the time and missed it. When I finally called, I was told the case had been closed. Concierge then said it was my responsibility to contact SquareTrade within 30 days, despite previously telling me they would handle it.
A new case was opened, but I had to repeat all my details multiple times to both teams and now have to wait again for a repair.
The Concierge service is supposed to organise everything on your behalf, but that wasn’t my experience. I wouldn’t recommend paying for The Good Guys’ extended warranty or Concierge service, and I won’t be using them again.

Shawn in appliances section in Tuggeranong was very professional when I asked his advice to buy an electric heater and spent good time to explain different products with a big knowledge of the details.
Thank you Shawn.