The Good Guys Reviews 

TERRIBLE customer service standards. 2 unreturned emails, zero effort to help connect me to the right dept when I tried to book a consultation over the phone. Avoid at all costs.

Do Not Use This Company For On Line Purchases
They Will Not Help You If Item Is Lost Or Stolen
Items Are Souced From All Over Australia Not From The Store You Select. Item Purchased 27/11/2025 Still No Phone Call From The Bad Guys Or Courier Next Step Consumer Affairs

Ordered an appliance and was told to expect delivery one week later. One week later, received an email to say there was a delay with the supplier. I contacted online support and they said my goods would definitely be delivered the following week. The following week I received the same email about the delay with a supplier. Went back to online help. I said I needed a delivery date or I would require a refund. I received a rude reply from a representative called Stefan saying they couldn’t give me a delivery date and he would process the refund. I asked him to send me an email confirmation of the refund and he said I could take a screenshot of the chat! No apology. No explanation. The Good Guys had my money for over two weeks and the refund takes 3 to 5 days to process. Unacceptable. The money should only be taken off a customer account once you KNOW you have an item in stock to ship!

I went to purchase a washing machine late on "cyber Monday" and the Lutwyche store was crazy busy. I was served by Rebecca A and she was incredibly calm, assured and helpful in a stressful environment. I also want to thank the Manager Ethan C who also went over and above to make this truly one of the best customer experiences I have had in years (I am 63 years old).

Actually, they don’t even deserve a one star, I will never deal with Good Guys again. First of all they didn’t have what I ordered online, I had ordered on 13th Jan, they informed me they didn’t have it the day BEFORE delivery supposed to be on 21st, so I tried to get a refund They came back with they have found one, it somewhere else and would send it to me. now I’ve learnt on the 24th that it will not be delivered until the 28th. Original delivery date was the 21st.

What annoyed me more than anything was that the customer service on chat, a real person who I was chatting with she said ‘just wait for it to arrive it’s holidays, and closed the chat on me shocking service never again.

The good guys Auburn is hopeless and inconvenient
Being a tech company they don’t the simple thing to change the ownership
When I first mentioned the reason of my visits they told me instantly they can’t do it
When I was reluctant and told I was redirected from Telstra and their online support they eventually agreed to try after checking with manager who was unhelpful and seemed uninterested in resolving my issue, the situation didn’t improve—there was still no solution offered and no accountability taken ,
Manager was in phone and eating and talking whole time In front of customers she totally was avoiding me and handed me a number to call or go to another provider what a joke when they were the one where I got my number from , another Asian lady Ann was rude she needs to learn some basic customer service rather then saying can’t do can’t do , I don’t blame her might have got from her manager
It’s was a horrendous customer service
Lack of knowledge The lady manger KAIRA needs a training on handling the issue , employees needs to trained
Went to Voda phone they did it instantly and laughed how good guys couldn’t do it
Also BIG NO don’t use there MOBILE PLAN because they don’t know what they are selling or how to deal with future issues & DONOT FALL in VOUCHER scheme is a SCAM
I wouldn’t recommend anyone to use any plans from good guys esp this Auburn branch

No wonder why their reviews are so bad
The Good Guys has BAD GUYS

Purchased dishwasher and $389 installation and removal of old dishwasher. Dishwasher is fine, their installer put the dishwasher in but it doesn't push all the way back because the tubing was in the way (not long enough to lie in the recess along the back bottom of the dishwasher so now it's protruding beyond the benchtop, looks silly and also gets in the way of adjacent cabinetry door from fully opening. Tried to communicate with installer directly, he acknowledged the issue but said if I wanted him to fix it he would charge a call out fee and additional $66 x 2 per extension tubing installation. OR YOU COULD HAVE DONE IT RIGHT THE FIRST TIME. Currently waiting on Good Guys to resolve the issue.

Delivery issue led to a day long wait and an extra trip to the store for a refund.

Purchased a fan online with delivery. Received a kitchen mixer. I am unable to travel to a store or post office to return the mixer. I completed the return form as instructed. Nothing happened. I had to call their 1300 number several times and each time was promised I would be emailed a label for a courier to collect the mixer. This did not occur.
At this point they were holding my fan hostage until the mixer was returned, but they were not facilitating the return.
I finally phoned my closest store and the staff there were helpful and prompt, emailing me the courier label. I received a refund once the mixer was delivered.
One star as I never received the fan I ordered, or a refund for postage of the mixer. Customer service on the 1300 number was 0/10. Store staff did their job. I wasted several weeks chasing this up.

Unlike the below reviews for which are unreasonable at best I give 5 stars i buy all my electrical appliances from geraldton goodguys I love the team there nothing is too much trouble lovely friendly staff who know their stuff ive never had a bad experience online in store or on the phone maybe the attitude of customers helps it costs nothing to be polite some reviews on here are utterly entitled and rude thanks for today geraldton store

Extremely disappointed with The Good Guys online purchase and their so-called “resolution” team. They do NOT disclose delivery time windows before you complete payment. Only after the order is finalised do they suddenly give you an unreasonable all-day window from 7am to 5pm, as if customers have no jobs or responsibilities.
I called to explain that I would be available after 1:30pm and tried to find a reasonable solution. What followed was an absolute nightmare. I was transferred from person to person, forced to repeat myself over and over, and treated with zero empathy or professionalism.
One staff member was unbelievably sarcastic and actually suggested I cancel the order, then casually added that my refund would take 3–5 business days — clearly said just to frustrate me further. That is not customer service, that is intimidation.
I need this item urgently, yet instead of helping, they made the process stressful, time-wasting, and disrespectful. This is one of the worst online shopping experiences I’ve had in Australia. Completely unprofessional, poorly trained staff, and a delivery system that shows no respect for working customers. I deeply regret buying from The Good Guys and will not be using them again.

Ordered a carpet shampoo machine 3/1/26. It arrived 8/1/26, not new in the box, no packaging, parts missing, no instructions. Could not find a way to contact them via their website. Online ''Chat'' is AI. Finally phoned the store it came from and was immediately given a 1300 number. Rang to be told 'it will be easiest to just take it a store and swap over'. Not for me. If I could have bought in a store I wouldn't have got it online. They emailed that day asking for all the details so they could ''get the ball rolling'' in 2-3 business days. OK, good. On 13th received a phone call telling me 'it will be easiest to just take it a store and swap over'. I said not for me, as above. Then "Oh. I'll contact the team for someone to collect". In hindsight I should have ordered from one of the other retailers who had the product at the same (sale) price. Disinclined to request a refund as now I will have to pay full price somewhere else.
Having heard nothing, phoned them again on 16 and 23 January. Email 28 Jan advising that delivered item will be collected today. However, Team Global Express did not turn up. Phoned the Online Orders office 29 Jan. They arranged for collection Monday 2 Feb - it was collected. Email today, 5 Feb, to say that new item will be dispatched tomorrow. ITEM RECEIVED and is packaged, brand new, in box. When I assembled the machine I discover than AN ESSENTIAL PART (A CAP) IS MISSING. Have messaged Bissell but fully expect them to say I have to purchase it.

My husband and I visited the Tingalpa store in Qld today and was served by Jay. She showed us the product efficiently and we purchased it at a very competitive price. She put us both at ease with her and would like to say it was a pleasure to be served by Jay. She was an interesting person and we found even though we of a different age group Jay was very easy to talk and laugh with. Thank you Jay.

Worst online experience ever. Ordered a dishwasher in Regional Victoria and they didn't pick up the order twice, it took 10 days to chase them and they had to reinstate the order a third time! I was so annoyed that I had to do all the calling and wasn't provided tracking as well as arranging tradespeople to install something that never arrived. And they charge for delivery!!! What service??? Useless customer care the store manager was full of excuses so cancelled our order and went to Appliances Online Australia and they delivered for FREE in 24 hours. That's how it should be done!!

Twice I have ordered from Good Guys Online and both times have had the identical experience. In each instance, order placed and paid for with the site indicating a 'delivery available from...' date. On both occasions, I received an email from them the day before the said date advising that the supplier has advised of a delay and it will not be delivered when scheduled. No updated delivery date provided.
On both occasions, I made multiple phone calls to their customer service number, which is very difficult to find, trying to get updated delivery dates. On each occasion, on a third phone call, both times being about 6+ weeks after the original delivery date, I was advised "it is at your local store". I had no contact from Good Guys advising of such and no one could tell me how long it was sitting there, apparently waiting for me to make further contact with them.
On the second of these occasions, after having had the first experience, I explicitly asked whether I would be advised of an updated delivery date, or would it again be left to me to continue to seek updates on delivery. I was assured, I would be advised when the item was available for delivery, however on this second occasions, the exact same experience.
This is an atrocious way to operate and I personally will NEVER shop at Good Guys again. I would strongly urge others who would like a reliable delivery date to consider finding an alternative to this company!

Purchased Chrome Book online by mistake not realisingits limitations. Returned it to Maribyrnong store for change of mind & purchase a more suitable laptop - the store used its decresionary power & charged $30 for returning it even though it had all the packaging & was perfect for resale.
We purchased new laptop elsewhere.
I will never purchase from 'Good Guys' more like Bad Guys ever again - their customer service is appauling.

This is my 3rd if not 4th purchase from them, honestly they are getting worse. I bought a TV and microwave in store, only that my preferred microwave was not instock, they ordered it and I paid in full. Got called couple of days later in the afternoon to pick up. Got there and they had already sold it to someone else claiming they weren't aware it was mine... what is that🤨🤨

Terrible, a scam.

I purchased a Sony TV (KD-75X8500G) from The Good Guys in July 2020, along with the 5-Year Gold Service Extras. I was explicitly led to believe this cover would start after the manufacturer’s warranty ended.

Fast forward to July 2025: the TV’s eARC stopped working, causing severe audio distortion. This meant I could no longer watch anything through my Sony STR-DN1080 amplifier. I tried everything — factory resets, switching to optical (TOSLINK), and updating software on both the TV and amp. Nothing fixed it.

When I contacted Gold Service Extras, I was told they couldn’t help because the TV was 6 months out of warranty. That’s when I was informed the Gold Service runs concurrently with the manufacturer’s warranty, not after it — directly contradicting what I was told at purchase.

The result? A perfectly usable 75” TV that now has a major feature failure and no support, despite paying for extended cover. In a world where sustainability is supposedly a priority, The Good Guys appear unconcerned that this television will likely end up in landfill, contributing to ongoing e-waste — a clear case of profit over responsibility.

Bottom line: the cover I paid a premium for is effectively useless when you actually need it. No repair, no solution — just apologies.

The Good Guys have lost a customer for life.

If I could give Zero stars I would. For The Good Guys Hervey Bay
Went in here with my Shark Stick Vacuum for a Warranty claim (was going to pay difference and buy a Dyson) . As at Home the Shark Vacuum (even after I clean out the self cleaning head) it leaves stuff behind on the floor.
But because they couldn't replicate the fault in store. They wouldn't honor the Warranty.
There was a thick bit of paper on the floor that it kept dropping it for me. But the staff here just kept going over it till it did pick it up. And said they couldn't find a problem.
Very Angry! 😡 My family have purchased thousands of dollars worth of stuff from Good Guys over the years. And for the sake of a $300 vacuum they have now lost our Business.
We will be going to Harvey norman in future

I will now be recording what it does at home and taking this to fair trading.
Pathetic customer service!