Goodguys Reviews 

The Cockburn Staff are the only reason I would ever go back and buy from GOOD GUYS. and I would only buy from them.
I ordered chest freezer on line and I received an email saying it would be delivered. NO DELIVERY!!
I went online , no order could be found! I rung the 1300 number and after 47mins on hold, chose the callback option.., 24hrs later STILL NO CALL BACK. I contacted Cockburn store during this time and they contacted IT Dept in Vic who could not find my order and said I would have to wait until they went in the back way to find the order as there was a glitch. They told the Cockburn store someone would call me today. I received a text message from them saying Thankyou for calling the Cockburn Store, Your order has been reviewed and will be released shortly. 24hrs later and only the text NO CALL FROM IT LIKE THEY SAID! I went into the Cockburn Store today where a staff member and the Manager rung IT while I was there to see how this could be sorted as I had a confirmation email and bank statement showing proof of purchase. They asked if I could have the transaction transferred as a gift voucher or possible options so I could receive the item I PAID for while IT SORTED THEIR ERROR OUT. IT DEPT DID NOT OFFER ANYTHING TO ASSIST. Then even though I received a text message at 4.56pm W.A. Time saying it would be released shortly, IT Department tried to fob me off again by saying They couldn't do anything as they had done a reversal and place the money back to my account.... They couldn't find my order at all, but somehow they could reverse the funds even though the item would be released shortly. JUST ONE BIG LIE THAT WAS PROVEN, when after saying they could see the funds had been reversed the couldn't send confirmation of it when Cockburn Store emailed them requesting Proof of Reversal. The IT Dept is Worth NO STARS due to their non existence customer service and goodwill, as well as their continuous in lies to cover up a new system they have set up. Not Once have they attempted to contact me out of courtesy, returned my calls or replied to my emails. Their customer Service is totally SHAMEFUL. Funny how they can take my money so easy but can't find their own paperwork. They let the workers cop the complaints while they hide behind their phones and keyboards. Please be aware NOT to BLAME the staff on the floor for others incompetence at doing their job and the lack of consideration they show to their customers. The floor staff I dealt with were Brilliant and they shouldn't have to put in the extra effort to fix others who appear to be lazy and completely uselss. I have now PAID TWICE as I bought a freezer instore at Cockburn which will be delivered tomorrow BUT GOOD GUYS ONLINE STORE WHO TOOK MY MONEY AND GAVE NE NOTHING, OWE ME $424.00 WHICH I WILL MAKE SURE I GET BACK WITH THE HELP OF THE COCKBURN STORE WHO ACTUALLY KNOW THE MEANING OF PROVIDING GOOD CUSTOMER SERVICE .
ALONG WITH BEING FURIOUS AND TOTALLY DISGUSTED WITH THE WAY THIS HAS BEEN HANDLED BY Good Guys in Vic, I DEFINATELY WONT RECOMMEND GOOD GUYS TO ANYONE AND WILL BE LETTING OTHERS KNOW OF MY EXPERIENCE.
THE ONLY THING GOOD AT GOOD GUYS IS THE COCKBURN STORE! 100%

Pre ordered the new iPhone one week before release and received no payment confirmation or any email for that matter. Called up the Kotara store (where I chose to click and collect it from) to see why and a lady called Lauren spoke to me rudely and told me it’s completely normal to receive no payment confirmation as it hasn’t been designated to the store yet. I waited till the day before release and thought I better get a second opinion and spent an hour on hold to be told there was a technical issue with my order and it will need to be refunded. This can take 3-5 days, worst part is I purchased it with a voucher that I purchased through a rewards app so now I can’t purchase it from a decent company and just wait for the refund or else I’ll be stuck with a $1900 non refundable good guys voucher!
All the lady had to do was search up my order number to begin with and she would have seen the issue and I could have had my refund by the end of the week when the phone was released, now I have to wait a week longer than anyone else and then probably a week on top by the time they order the phone in as they only have what people pre ordered!
On top of that if you want any help expect to be on hold for an hour before you can even get through to the online support team and same goes for the online chat and the second you don’t reply to the online chat in 10 seconds they close it!

Wanting to take advantage of the $1000 VIC government rebate to install a split system air conditioner I got a quote. The quote was over $5600. $2000 for the unit and $3600 for installation which included an upgrade of my switchboard. My son is an electrician and told me this was totally unnecessary. I complained to Good guys of what I considered to be price gouging and they didn’t even bother to respond. I have also made a formal complaint to solar Victoria. Going through a different supplier, I am going to get my split system for $2200 installed and then with a $1000 rebate just $1200 out of pocket. You used to be good guys years ago but not anymore.

We bought a gas upright stove The oven is faulty and isn’t working After four weeks and dozen phone calls we are still waiting for it to be fixed or replaced Once you you buy something and pay for it they don’t want to know you

WARNING to GOODGUYS customers
I recently purchased two items in the store ($4200.00) i was promised $150.00 cash back for each item.
Realistic i only had the Cach back for one item.
My personal advice to every customer don`t fall in the same trap.

Worst service! I purchased a washing machine from The Good Guys in the last week of June, it’s now the 9th September and I’m still waiting. They have been fully paid including the payment for delivery and the payment to get rid of my old machine.
I phoned them at the beginning of August, after being switched to different departments and hung up on 3 times, they then told me to phone the warehouse in Melbourne as somehow the washing machine made its way all the way to The Illawarra area then back to the warehouse in Melbourne! When I asked how it could possibly be sent back to the warehouse, no one could give me an answer, except covid was used as an excuse. Using covid as an excuse doesn’t even make sense!
Then I phoned 2 weeks later and was told it would be delivered on the following Monday or Tuesday morning, I waited home both days, still no washing machine, no text, no phone call, no email, nothing!
Phoned again and was told it would arrive in another weeks time.
Then I phoned a week ago and was told it would be delivered within the next week, I’m still waiting.
I wish I had read all the reviews on this site as well as on product reviews. There are hundreds of people complaining with the same problem.
Im phoning today for a full refund, in fact, I’m probably better off going to their store and asking for a refund TODAY. If I do it by phone, going by their shocking service, I’ll never get my refund.
Absolutely disgusting to treat customers like this. I will never ever shop with them again.

I went to The Good Guys in Mornington for the third time within a year to order appliances for our kitchen renovation that we were planning on doing a year ago.
Today, once again I was greeted amazingly by the same sale person, Bronson.
He made my life so much easier by recommending the perfect choice for us.
Thank you so much Bronson
Stéphanie

Ordered a iPhone yesterday online, after submitting payment I received a receipt and I had noticed the receipt stated it was "backordered".

I called the store first thing the next day and I was advised that no the product was not in stock, I proceeded to ask for a refund. As soon as I asked for a refund the assistant on the phone advised he would transfer me but I just sat on hold for a very long time before hanging up. I then searched the website for a email address so I could have a paper trail however there was no such option I could find.

Finally I was able to get through to a live chat where the assistant once again notified me stock was not available and he could not provide eta on it, I asked once again for a refund. Was advised a refund will be done within 3-5 business days.

Upon looking over the reviews it appears this is not uncommon at all

Good Guys need to seriously take a look at their online system, selling products they do not have available is not good enough especially given they also do not advise online if items will be on back order.

After purchasing $7000 with of products the
delivery did not arrive on scheduled day. I knew it was in stock as I had waited 6 weeks for all the goods to arrive. No message, I rang 10 times and each tim after listening to recorded message for ten minutes the phone would be disconnected. I emailed, no response. I called head office and canceled the order, and was told I would receive a refund in 3-5 days. Without notification, the products arrived three days later. One I did accept, which as it turns out was dented. I advised I had purchased the rest elsewhere. Four weeks later, after speaking to four staff members and being promised various things, still no refund.

Be careful, Gods Guys are selling out of stock products to you online. Then making you wait until the sold out product is back in stock before delivering to you.
There is no way for you to know that the product you just bought is out of stock except for one telltale sign: they don’t offer pick up of the product (because it doesn’t exist yet), they only offer delivery. They tell you 3-5 business days for delivery but this is simply not true. It will be much much longer. This is what happened to me.

Where to begin….. I visited Oxley store. Purchased Air Conditioner, clothes dryer & arranged for tradies to mount my 55 inch TV & install my Air Conditioner to be installed. I paid upfront for all goods & services.
SPATIAL AUDIO were contracted to mount TV. Didn’t hear from company so texted them morning of installation re time window for arrival. Text back “ AFTERNOON “ nice, Guys arrive at 4.45 pm, say 2 TVs to be mounted, do I have mounts, No, you are supplying as I have paid for mount. Only 1 TV was to be mounted, antenna installed & power point…. Ummmm neither guy is electrician, unable to install power point.
Meanwhile one of tradies is coughing, sniffing, clearly unwell. I ask if he is sick… no response. I ask if he has COVID tested… response “ I DON’T HAVE COVID”
I had surgery previous day so was concerned. NEXT a man walks through my front door, through my home???
I thought it was electrician… NO.. it’s CRAIG PUGH owner of Spatial audio. I had to ask him who he was. He didn’t introduce himself just went into a blurb of… do you know how busy I am, I’m confused… Why are you in my home. They left. I called Good Guys after 5pm, manager will sort out.
I receive a job confirmation that night, new company will do job.
Manager Good Guys calls next morning to say he will arrange job. I advise already received job confirmation from another company through Good Guys…. He’s confused. New company call to confirm job & quote me for job I’ve already paid for. A shambles…
To top it off, I receive a Thanks email… your job is completed & invoice is for LESS than I paid.
I sent complaint through to customer care… no response, I have sent a follow up email requesting they contact me… GUESS WHAT.. no response. Company is a disgrace. Manager of Oxley store has never contacted me to see if job has been completed.

Ordered and put a deposit down on a fridge in March. Hadn’t received any advice about the purchase. So rang yesterday to cancel, only to find out that they have the refrigerator in stock. Paid for premium delivered and got abusive delivery. No warning of the three hour window just turned up and demanding where the parking is. Got to door and claimed it wouldn’t fit. Standing over me whilst I empty the fridge and demanding why I’m getting rid of it. When asked why he said they want to know.
I felt the treatment was aggressive and felt totally uncomfortable. I would never ever have Good Guys staff in my house ever again. Thank you GG Alexandra NSW. You have excelled in the delivering aggressive appalling service.

I have never experienced more appalling service than from The Good Guys. I placed an order 17 days ago, have spent hours messaging via their helpline and calling and the only response I get is that the order is processing/been transferred to another store/is not at that store, and on and on. No one knows what is going on. No one is interested in resolving the problem their own ineptitude has created. They have taken the money from my account for it though. Buyer BEWARE.

I went to purchase an order of three items through there website. I used my afterpay which was cleared hut the good guys website gave an error and my order was not confirmed or finished. Great news for me though I'm now forced to pay for these items through my afterpay. Stealing money from customers and not providing the items. I sent an email. Nothing. Called their phone line and after an hour on hold gave up before I punched a wall. Contacted their Facebook. No response. Tried to submit issues through their website. Errors.
The most pathetic company with the most pathetic customer service. Absolutely disgusting I'll be lodging complaints further to government departments.

Sadly the negative reviews were right... the only reason they got 2 stars was the text communication was actually pretty good, just everything else that sucked!

Our fridge freezer packed up and we're desperate for a prompt delivery. Tried to contact customer service for well over an hour on the phone and live chat and NEVER got through to a real person.

Secondly, on delivery day, the delivery team were USELESS!! Came unable to install the fridge freezer despite the premium delivery option selection at check out. Didn't even try to get the fridge-freezer up the stairs!!! Just hoping they actually show up tomorrow!!

Will NOT be ordering from these guys again

Went to the GG website to replace my dishwasher. Looked at a lot of other retailers and went with the GGs as we have shopped with them in-store before and found them to be fairly good. Online, the experience is far from a delight. Ordered the dishwasher on the 24th June, it was indicated as in stock at their warehouse, delivery within 5-12 days (not great but ok, price was good, or so I thought)

After no follow up from the GGs, on 30 June (4-5 working days), tried to find their contact details. Not only is there no contact number on their website (they have gone to a lot of effort to avoid serving their customers) you are referred to an email contact form (advice is 5 days to reply) or chat, which takes over 30 min to actually talk to a human

I spoke to "Mary" on the chat to be advised its not in stock at 'their' warehouse, its (probably) in stock at the suppliers and that there is no ETA for delivery (tough luck, suck it up big boy). I said I'm reluctant to wait the promised 5-12 working days but if it was going to be delivered within the promised (poor service) window, then Id wait. To which she advises that there is no guarantee and she cannot provide any further information. Not even to confirm if the product was in fact in a warehouse in Australia as or, its a warehouse thats OS which would take months for delivery

Seriously poor service and glaring misrepresentations of what "in Stock" means!

To the point Id say this is an illegal misrepresentation

I asked for a refund, no prizes for guessing, 5 days to process!

Come on GGs, its 2022! This level of service avoidance and terrible service timelines is from 10 years ago!

Went back online and low and behold, not only will my new dishwasher be delivered within 24 hours, it was $100 cheaper, including delivery AND including removal of the old one, which the GGs wanted to charge an additional fee for ($139)

New retailer, with "Legendary Service" - Appliances Online, click on them, not the GGs

I had a very negative experience at Noarlunga store today with the staff. I was standing in front of what I wanted to buy for a little while, trying to make a choice. No one stopped to ask if I needed help. Anyway I took my purchase up to the counter and was immediately asked what my name was, which I told the young lady. She said I cant find you, wheres your docket, they give you a docket. I said, no one helped me so I havent got a docket!!! Then she said, have you purchased from here before ,and I said ages ago and she said well do you want me to look it up, with which I replied, dont worry about it. Well, she said we wont be able to help you if you have anything wrong as we havent got a record. As if this was all my fault. It was unbelievable. No wonder I usually shop online, which I will be from now on, or going to Marion store. Very abrupt, unhelpful lady who really should have said, thats ok we can get you in the system so that you are all recorded. Not blame me for the lack of service I got in the first place. The 2 stars is for the price, nothing else.

waiting 2 weeks so far for washing machine....why do they run adds for goods they dont have ? never again

Hopeless rang the store on Friday continuously for 35 minutes no one answered the calls. Rang the next day continuously for 1 hour and 45 minutes no one answered the phone. Hopeless absolutely hopeless! Covid and staff shortage excuses is running thin I have been in their stores in the past and have seen them completely ignore the phones even if they are not busy. Horrible.