The Good Guys Avis 

I ordered a Russell Hobbs mix and go classic Mixer and paid for it on 18/1/26. The item has still not been delivered to me on 4/3/26 -- 45 days later ! . I called Good Guys information line twice and was told it will be delivered this week. This is really bad customer service.

I purchased 2 items, a dishwasher worth $800 and a vacuum cleaner for $280, in 2023. I was offered extra warranty on the products purchased, which I accepted and paid a further $65.
My dishwasher is currently faulty so contacted The Good Guys Cairns and was told that the warranty I had paid for was only for the vacuum cleaner.
Unfortunately for me, the paperwork also shows this, but I didn't double check at time of purchase. I know I would never buy extra warranty for a cheap product and leave the expensive product with no warranty.
Extra warranty is always offered at great prices BUT don't rely on the goodwill of the salesperson, they may not be giving you all the correct information.
ALWAYS check your paperwork before leaving the store. The Good Guys were unhelpful.

called their sales hub to purchase a dishwasher and have it installed at a rental property, emailed them agents details to arrange time with tenants, 3 weeks later still not done. when finally actioned my contact details on docket not agents between Thomastown store making delivery, the home services team handling install and Brighton sales hub I can't get anyone to set this simple thing up correctly. Have wasted all morning trying to get them to fix the paperwork NEVER AGAIN

I purchased a Hisense dishwasher from The Good Guys in December 2024, and the entire experience has been extremely disappointing from start to finish.
The dishwasher developed a fault during the warranty period, and I reported it immediately. Despite raising the issue straight away, it still has not been resolved. I have lodged five separate complaints. Each time a technician has inspected the unit, they have clearly advised that it is faulty and requires replacement. However, when I follow up with customer service, I am told there is no record of such a report. This ongoing lack of communication and accountability is completely unacceptable.
What has made this even worse is the terrible after-sales support from both Hisense and The Good Guys. Instead of assisting in resolving the issue, I have been caught in an endless back-and-forth between the retailer and the manufacturer, with no ownership taken by either party. I have wasted countless hours arranging service visits and following up, only to be left with a defective, unusable appliance.
When a fault is reported within the warranty period, customers should expect a prompt repair or replacement — not months of frustration and poor service.
Overall, this has been a horrible experience with both the product and the after-sales support. Based on this experience, I would not recommend Hisense or The Good Guys.

The Maribyrnong store is awful to deal with, the front counter staff treat you like you are disturbing them when you ask a question. You can never get any empathy or a smile and if you try to return something you get grilled. Hate going there now.

Purchased a faulty vacuum cleaner. Contacted the Good Guys in October 2025 re a refund, no reply four months later. Referred the matter to the ombudsman. Terrible service.

I wish I could select ZERO star for GOOD GUYS service. we ordered an item in NOV 2025. It was delayed by them so they asked to cancel order. We cancelled it and its 26 FEB 2026! We have not received a refund. every time they say once the item get back to us from Aus post, we will refund. Such a poor customer service!

I bought a washing machine from the Good Guys in Helensvale and it broke down after 3 months. They have a refund policy on their website but they 100% have refused to refund me. I have a useless piece of rubbish and they don't want to know

Order a fridge online with the Good Guys told must be there to accept the delivery! Ordered it for a Tuesday delivery and the fridge arrives on the Friday two days later. No text messages no phone call absolutely nothing . The customer service is non existent in the place . Tried to complain and they said they will waive the delivery fee. Waive the delivery fee you didn’t even deliver the right day. Lady online said nothing we can do and tried to offer $50 gift card . Highly recommend not using good guys the customer service is pathetic and trying to ring and complain is a mission too. No phone numbers . The place is an absolute joke

We had an extremely disappointing experience following the failed delivery of our fridge.

We bought a fridge, washing machine and a Dyson vacuum from the good guys in Sydney Supa Center with the requirement that the fridge be delivered on a specific day. On delivery day, the delivery team struggled to get the fridge out and after a lot of struggling finally advised that the fridge doe had apparently been damaged so will have to go back to the warehouse. But they promised to return that same day or at the latest first thing the next day. That did not happen and in fact we waited 2.5 more days until our fridge came.

As a direct result, we lost $890.38 worth of fresh groceries (receipts provided), as well as the entire contents of our freezer. This included weeks of frozen meal preparation for postpartum (I am heavily pregnant and due to give birth in two weeks), dog food, prenatal supplements, probiotics, and other expensive vitamins. All items spoiled due to the 2.5 day delivery delay.

During the initial delivery, we were explicitly assured that the fridge would be returned later that day or, at the latest, the following day. When this did not happen, we attempted to contact customer service multiple times but were left on hold for 30+ minutes on each occasion and had to abandon the calls as we had other things to do. When we eventually reached someone the following day, we were told that same-day delivery is “never” offered — directly contradicting what the delivery team had told us.

We were instructed to submit receipts to make a claim and were offered a $150 Visa gift card. Unfortunately, this amount does not come close to covering the significant financial loss we incurred.

Under the Australian Consumer Law, services must be provided with due care and skill and within a reasonable time. The delayed delivery was outside of our control and the spoilage of perishable goods was a foreseeable consequence of this failure.

This was over a month ago and we still have not heard back from their customer support team

Disgraceful service. Ironic they reckon they can use the name good guys.

I bought a fridge and freezer from The Good Guys-Oxley with one day delivery. Less than 24hrs after the delivery, the advertised price of the goods was significantly reduced. So I went back to the store talking with Amy, who was promptly and pleasantly matched the new price for me. This is an excellent service. I certainly will come back

last week i purchased a robotic vac half price ,thought it was a bargain(but even on sale was the same price everywhere else) this week its another $150 off so i called the store(ballarat) they told me if i had paid extra for gold vip whatever they would have ferfunded the diffrence they simply dont care once you make the purchase ,this happened to me a few months ago as well ,you think something on sale wont drop further the following week ,now jb and good guys been the same company they really dont care which store you shop ,,luckily we still have havey norman in ballarat

Do NOT order from The Good Guys Online.

This has been the worst customer service experience I have ever had. I placed an order for a TCL TV on December 29, and it still has not been delivered.

Since then, I have spoken with four or five different staff members. Instead of providing a solution, they repeatedly asked whether I wanted to cancel the order or switch to another brand.

The issue is that the same TV is now $300 more expensive. If I cancel, I would have to pay significantly more for the exact same product. That is completely unfair.

The original delivery was scheduled for January. It was then postponed multiple times, and I am now being told it may be delivered in March — assuming I don’t receive yet another delay notification, which has already happened four times.

This level of service is unacceptable. I strongly recommend reconsidering before ordering from The Good Guys Online.

Bought a split air con on the November sale 2025. Could only get installation on the 5th January 2026. When the installer arrived on the 5th Jan, he said he could'nt do it because good Guys had'nt given him all the information needed to install. It was moved then 17th February 2026. So, I called on the 16th Feb to check whether it was going to be installed. No, beacuse it wasnt on his list. Can you belie it, it wasnt on his list to install. So, he has now given me another date of 5th March 2026. We have had to go through the whole summer without an airconditioner and we are a dry cleaning business with steam irons going flat our all day. Just hopeless. I would'nt even give them a star. Totally frustrated and upset and angry.

I rarely leave negative reviews, but my experience with The Good Guys – Cannington has been extremely disappointing.

I purchased an 85-inch TV and soundbar online. After realising the TV was too large for the room, I visited the Cannington store and spoke with a consultant, Seymur. I clearly explained the situation. After checking with the manager, I was assured the store would organise pickup of the original items, apply credit, and deliver the replacement 65-inch TV and soundbar. I specifically made it clear that I did not want to organise any logistics myself, and was reassured everything would be handled.

One week passed — no contact.

I called three separate times. Each time, I was promised a callback. Not once did Seymur return my calls. When I followed up again, staff claimed there was no record of the arrangement. I ultimately had to visit the store in person, only to be told I needed to return the items to another store because it was an online purchase — despite the fact that this was already discussed and agreed upon during my initial visit.

What was most disappointing was the complete lack of ownership, follow-up, or even a basic apology. There was no effort to resolve the issue professionally — just confusion and indifference.

After this experience, I checked online reviews and saw consistently poor ratings across multiple platforms. Reading through them, it’s clear many customers have faced similar issues around communication and service standards. Unfortunately, my experience reflects the same pattern.

I have dealt with other Good Guys stores without issue, so this appears to be specific to the Cannington branch.

Based on my experience, I would strongly recommend avoiding dealing with Seymur, as there was zero follow-through or communication despite clear assurances being given.

Proceed with caution when engaging with this store.

After the sales lady at Tuggerah convinced us TCL TV's are good we have spent 18 months trying to work out why the TV keeps Buffering. NBN good, WIFI good. A TCL cannot handle the data. Cheap crap do not buy!

Do not trust the sales peron on the floor. They lie to get the sale. As an electrician i never questioned the poor quality TV sold to me and i purchsed. So much time wasted looking at NBN and Wifi connection. it all came down to a terrible quality TV sold through Good Guys Tuggerah. Dont trust the product or sales people on the floor.

Starting again and a new TV works great. Dont buy TLC or trust floor staff to tell the truth.

Purchased an air conditioner and paid good guys an extra $872 for installation. They use contractors to install and on the day contractors arrived I was working but my partner was home. The contractor said to my partner that the house had a high frontage and had to charge an extra $380 to install . The house is single story Queensland home the frontage I don’t consider high I see this as price gouging and pressuring customer to pay or they refuse to install. Good guys were contacted and I would say their efforts/response to the extra install fees was unsatisfactory they did nothing to resolve any of my complaints. BE VERY CAREFUL IF YOU USE GOOD GUYS AND PAY INSTALLATIONS FEES IT COULD COST A LOT MORE

The Good Guys Sold Non-Original/Refurbished Samsung Fridge as New

I purchased a $2,000 Samsung refrigerator from The Good Guys, clearly sold as new and original. Samsung's refrigerators' lifespan is 10-15 years, and failed in less than four years, which is already unacceptable.

What followed was worse. After back-and-forth between The Good Guys and Samsung, it was confirmed by three Samsung representatives that the fridge has no serial number whatsoever and lacks basic Samsung identification details (compressor number, specification labels, etc.).

A branded appliance sold as “new/original” without a serial number should never happen. This raises serious questions about whether the unit supplied was refurbished, non-original, or otherwise not compliant with Samsung standards.

Rather than resolving the issue, The Good Guys repeatedly redirected responsibility to Samsung.

This experience is misleading to consumers and highlights a complete failure in product verification and accountability.

I would strongly advise buyers to check serial numbers immediately and not assume they are receiving genuine new stock.

If you need any help with product knowledge or looking for great customer service go see the team at Joondalup.
I had the pleasure of dealing with Saleh, best service ever. Thank you. One very happy customer cannot sing this mans praises more highly.

In my entire life, I've never experienced this awful service. I can confidently say the Good Guys has the WORST service EVER. Their messages are mixed, they just ignore you. I completely wasted my time and money with them.

I placed an order for air purifier in early December. Good Guys said it'd be delivered on 7th Jan. On 7th Jan, it got delayed. And in the early Feb, I contacted them to replace the order. The support agent suddenly replied to me "your order is cancelled, bye". I was like "WTF? I requested for replacement??" and had a call with the manager. The manager told me that if I provided the ID of the product I wanted to purchase, he'd reply to me with estimate delivery. I replied, and the response I got is "oh sorry, you can't order it now". I was very stumped and requested to just get my original product but since then, they're not replying to me at all. I contacted them through the chat and email. They told me they'd reply if I emailed to the "onlineorders" but nobody came back to me.

Seriously, their service is like a joke. I wouldn't risk buying anything from here for the price. I'd rather go with JB Hi-Fi. They give you big discount if you visit the store.
The Good Guys should change their names. The Awful Guys. I reiterate, the crappiest support EVER.