Godfreys Reviews 85

Bought a cordless vacuum from the fountain Gate store the sales person did not give me the full details of the charge time on the battery was disappointed so I spoke to the manager who said that I could not return it since it was past 10 days to which i informed her it was the Christmas break and this was not possible she insisted that nothing could be done no return and said company policy and insisted she cant help me. A fellow store assistant then took over the conversation his name is Saed and he delt with the situation professionally and requested me to speak to customer service and they will be able to help me. Customer service requested the manager Brodie in a email to exchange it and copied me in. Went in and paid more for a different one but i got what i wanted. The manager must be re-trained to handle such situations with better Customer service skills the young man Saed is a asset to the company in professional manner he sorted everything out.

Quick to take your money, slow to act on a problem, State Manager for Richmond Vic said he was going to follow up on a issue with a 2 day old Ecovax I purchased from Godfreys, that was 10 days ago.

I like the store owner but he has not followed this matter up either which is super disappointing.

Godfrey High St Preston Vic
I took a Hoover stick vacuum stick to the store after buying online …
The vacuum is crap though definitely not cheap HOWEVER the service from these guys was BRILLIANT!!!!!
And these guys have cleaned products you can buy in bulk and super good prices ..
The floor was stocked to brim with the latest of everything…

Took a robot vac in for repair, 3 months later still dont have it back. told week after week that it will be here next week.
Always a different person in the store or on the phone, have to explain the situation each time.
Rang Godfreys national help number and got the same result "will need to speak to the store and get back to you".
Will never, ever buy a product from Godfreys again and will go out of my way to let everyone know how bad their service is.
I have given up on getting this item returned.
If anyone is thinking about buying a product from this company / store I strongly recommend you dont.

I was unable to collect within the covid time frame so they delivered to my door. I couldn't be more grateful for the help and service I received.

Our new vacuum cleaner broke after 6 months and Godfreys will not offer any repair or replacement, using COVID as an excuse. They're not a small company, and they're continuing to sell their products online. I've dealt with plenty of online businesses that have worked out how to offer repairs and returns, there's no excuse for selling faulty products.

Purchased a vacuum cleaner that was barely used and it barely lasted 1 month. Returned faulty product to Godfreys store and staff were extremely rude. The company did not contact us for 6 weeks, we had to follow up multiple times, they refused to refund product and would not give us a time frame as to when product would be serviced. Complete lack of care or communication to us as the consumers.

After 3 formal written complaints of where they had failed to meet ACCC rules and regulations, 6 weeks of chasing them via Customer Services team. They still refused any attempt to resolve this issue.

It wasn't until I had advised them we had to lodge a formal complaint with Consumers Affairs Victoria as per ACCC's recommendation that they decided to refund us. Not once did they treat us kindly or fairly and each staff member we have dealt with has been rude and difficult with no care.

Bought a commercial vacuum from their O’Connor store that broke within a month. Machine will be out of action for at least 3 weeks as it needs to be inspected by a “qualified” technician. No loners available. No refunds or store credits. Read the other reviews here - customer service is terrible. The staff on their customer service line - 1800 815 270 - are rude and patronizing. Don’t waste your money - no wonder the company is struggling.

Purchased an Ecovacs 950 in November 2020 as a Christmas gift for my wife - so put into service 25/12/2020,

Worked well until June 2021 (6 months), now the robot keeps shutting off and not completing the clean, rather just shuts down with no notice or reason. Battery still at 50-75%?!?

Returned to godfreys June 14, got it back July 14. Immediately the problem returned and was clearly not fixed.

Returned again today and requested a refund under their own refund policy. Their own policy as well as consumer protection and ACCC confirm we are entitled to under Australian Consumer Law.

Head office failed to acknowledge any responsibility and blatantly refused to put me through to a manager.

They claim their workshop has to confirm the failure is major - when even their own definition of major is when “it doesn’t do what it’s supposed to do” and “if it would’ve stopped you buying it had you have known”.

Avoid this retailer at all costs and go to Harvey Norman or JB HiFi etc who won’t try this rubbish on you!!

I have now filed a claim against them in court, like I have nothing better to do!! But I’m not letting a thousand dollar vacuum just go to waste when it’s only 6 months old!!

Very very very poor form!

I spoke to Brad at Belmont Forum about a problem I had with a new filter for a vacuum I purchased some years ago. He said bring vac and filter into the store and he fixed it quickly. Brad was friendly and helpful so I will be buying an upgrade vac from him in a couple of months as he is a pleasure to do business with.

My experience with Godfrey’s Casula and Godfrey’s head office (customer service) was horrible.

I purchased a Tineco S12 Pure One about a year ago for over $1000 after being misled by the Casula store rep. I went in with the intention of buying a Dyson, but the store rep convinced me the Tineco was better by comparing it with a demo Dyson they had (which I now suspect was faulty). After taking the store rep’s deceptive advice, I purchased the Tineco, which worked okay for a few months…

A few months in, the vacuum motor started to turn off randomly, and shortly after it wouldn’t turn on at all. So I took it to the Casula store who organised a repair. Shortly after the 1st repair the same thing happened, so I left if with them to repair again. The same thing happened again and I told them that this would be the last repair, after which I’d like a full refund, as I didn’t pay over $1000 for a terrible product for which I constantly needed to waste my time going to and from the store to drop off/pickup the vacuum.

I received the most recent repair about a month ago, and literally the day after I got it back the exact same thing happened. I spoke with Doug from customer service at Godfrey’s head office, who told me that they would be issuing a refund, but the technicians had to look at it first. I dropped it off at the Casula store and they didn’t even offer me a loan vacuum in the meantime.

I informed customer service that I am purchasing a new vacuum (a Dyson – which FYI works much better than the Dyson they demonstrated when I originally purchased the Tineco) as the house was filthy and we had a big upcoming get together, and at this point a repair was out of the question. Doug from customer service kept promising to get back to me, but failed to every single time, and I had to learn from another customer service rep that they had replaced the handheld unit (the motor and brains of the vacuum) – this was the same “repair” as the first time.

After getting back in touch with Doug, he informed me that the Tineco was “repaired” and ready for pickup at Casula, even though he previously promised me a refund (FYI nobody had bothered to contact me). According to Doug, their policy was “if they can repair it they will, if not they will refund it”… Since they REPLACED the motor and brains of the unit, that’s technically not a repair, but Doug wouldn’t do anything about that. By that flawed logic they could replace the handheld unit indefinitely and refuse a refund until my warranty runs out.

Doug was unable to escalate to a manager, or put me in touch with the technicians/inspectors. It seems as if Godfrey’s intentionally create a layer of separation of authority so that customer service has no power and the customer can never really have anything go in their favour.

Now I’m out $1000 with a useless Tineco vacuum and Godfreys refuses to help. Do not purchase anything from them.

My vacuum cleaner has not been working well recently, so I was going to send it for a service. Derek from Godfreys Hornsby had a look and told me that I did not need a service, and that all that was needed was a good clean and a replacement of filters which he offered to do for me there and then. He asked me to pop back 30 mins later, and my machine was good as new and ready to go. I was only charged for the new filters. What exceptional service. Derek was incredibly friendly and helpful. As far as I am concerned, there is nowhere else to go for all vacuum cleaner needs!

I bought a vacuum cleaner in New Plymouth it has tiny iddy biddy tubes that block so fast need to get a bit of wire with a hook to clean out every time useless.

Disgraceful service from Robyn, she is rude and hung up on me for no reason. My Hoover stick vac that is still under its 2yr warranty is at their repair centre. Renae advised Godfreys would call me Friday to give an update/result. I phoned Friday and Robyn kept repeating it was at the repair shop and they would ring me when a result is found. I told her I understood her but her staff advised they should/would be in touch Friday, hence the reason I called.

Robyn refused to even acknowledge or answer this and kept repeating herself like a broken record. She also told me there was no way I would get a refund as per her words “ACCC Law” that she was apparently reading. Well I’m sorry Robyn you are 100% wrong. ACCC law clearly states of the product is deemed to have a major fault then the customer chooses between a refund, replacement or repair.

I was also told on Monday 25th Jan by Renae my stick vac was out of warranty even though it wasn’t. She advised even though the Qld store replaced the whole unit with a different and newer model my 2yr warranty did not reset! I had to phone the Qld office and get them to email Mandurah branch to advise that they are wrong and that the warranty did in fact start again as it was a completely different unit.

I have phoned Godfreys Customer Service and made a formal complaint about this as I believe as a customer I’ve been not just treated in an unfair manner but let down by a company that I’ve spent well over $1000 over the years and been loyal to. You should be ashamed of your dismal customer service skills Robyn as you lack the ability to listen to a customer and answer a very simple question. All I wanted was for you or someone to email the service team and get an approximate date as YOUR staff told me I’d get a call today!(Friday)

Let’s see how this pans out, what really gets me is that by ACCC law the product must have a major fault, it’s a Godfreys repair Centre conducting the tests. I think that’s very biased as no way will they come back saying “major fault” even if it is one!! All I know is I paid $500 for a stick vacuum that barely lasts 12 months before the problems start, and that’s over 2 different models!! Learn your policies and ACCC laws Godfreys Mandurah! I’m disgusted and beyond disappointed!

Vacuum cleaner kept blocking up in hose, sent off to be repaired, after weeks it came back with their only action being that they unblocked the hose... that was the whole point of sending it off, the hose keeps blocking no matter how many times I unblock it, the staff then informed me I had the wrong vacuum type for my small 2 bedroom unit, when I bought it a staff member recommended it to me, turns out the staff member who recommended it is the store manager. I also bought a steam mop off them that is the worse steam mop I have ever used. I will never set foot in this store again.

Adding an update 19 September - So contacted customer service, happy to say they have now fixed the issue with the vacuum cleaner. There was a broken flap inside the pipe. Happy with head office, not happy with the store in Bendigo. When I picked up the vacuum cleaner once repaired I asked what the repairs team had found was wrong with the vacuum, the salesman could not tell me. He said he would call and find out then ring me to let me know and he never got back to me. As I was leaving the store he made a smart comment about my complaints. I then rang head office and they were able to tell me what the problem was and what had been done to fix it, no smart comments. Individual stores are likely ok, head office is definitely ok, Bendigo store is not.

Never waste my time and money dealing with Godfreys again: Devonport or their on line Customer Service Centre. Being in a wheelchair and not able to drive l can only get into a store once a fortnight. I have received a very abrupt and rude call from their store because my Support Worker dropped off my vacuum there a week ago while we where in town. I simply could not just hop out of the taxi. The ignorant rude fool on the phone did not seem to care about this or any of it; basically, demanded l pick the cleaner up immediately, while issues where still unresolved; when he knows and was told l am in a chair and cannot get in there often.

The vacuum cleaner is 2.5 years old but a wheel broke off. It has only ever been used for light domestic purposes. Having the extended service plan on the cleaner it is implied that under ACCC Consumer laws it should remain fit for purpose during that time. The very undelightful rude individual on the phone basically tried to act dumb and ignorant and strongly imply ACCC laws didn’t apply and that l wouldn’t know about these things.

On top of this the very useless Customer Contact Centre didn’t even respond to my first email, then all l get is a very vague and yet to be answered 2nd email. Its appalling service, appalling quality of products and even more disgusting the empathy and understanding of a person with a disability. NOT GOOD ENOUGH.

Visited the store at Joondalup 4 days ago to enquire about getting our vacuum cleaner repaired wheels not sitting correctly
Well the guy in store virtually ordered us out of the store was cleaning it. Come back tomorrow he said we’re not opened today.
Tried to talk to him outside the store but locked it and retreated inside!

Bad customer service! This guys a has no service skills ! I’ll go elsewhere..good manners cost nothing so why not use them.

Do NOT USE Godfreys
I ordered a brand new vacuum. The head was faulty so Godfreys ordered a replacement. The replacement that came was a generic cheap vacuum head that isn't even for my model vacuum. DO NOT USE THIS COMPANY

The staff at morayfield are extremely rude, abusive and treat their customers very badly. They were as nice as pie while I was spending alot of money in their store. I purchased fliters for my vacuum, I returned with them for an exchange due to receiving the wrong ones, I was abused by a female staff member for doing so. Even after explaining what happened her bad attitude didnt change. The manager stood 2 metres away watching with an amused look on his face.There was no correct ones in store so I placed an order for them, and I was told that the filters would be there in a few days this was 9 weeks ago. I spoke to the manager several times during this time, it wasn't hard to tell I was getting brushed off. He was extremely rude and made smartass remarks about them not coming into store. How this store is still operating I don't know, I have heard nothing but bad comments about the rude staff.never again will I spend money at morayfield nor will I recommend them to anyone.
I placed an order for the filters at the north lakes store and they were in store within a week. The service at this store was great, the staff member I dealt with was very friendly and the service was fantastic. I will taking my business there from now on. Thankyou north lakes store for the great customer service

Purchased the optim carpet shampooer. Tried it today for first time. Water from clean water tank began leaking out all over carpet without pushing button. Each time I put the tank in the water leaks out faster.