The Good Guys Reviews 

Absolutely useless! Paid for premium delivery and installation- but 2 weeks later am still being told the item needs to be picked up. My sales docket states the item will be picked up and delivered by the installer. 10 phone calls later- it's a complete debacle. The customer service team have no idea- you'll be transferred from department to department- hung up on- told 'I'm sorry you've had that experience' but no one is capable of resolving anything. Save yourself the stress and call Appliances Online instead!

I purchased a Fisher and Paykel oven and had to wait several weeks for delivery. When I made the purchase, I specifically told Steve, the salesman, that I lived on the third floor, and he assured me it wouldn’t be a problem. However, when the delivery finally arrived, two delivery men refused to bring the oven up the stairs and insisted on leaving it at the front door.

I asked them to have their manager call me, and when she did, she claimed that they needed two people to carry the oven upstairs. I pointed out that there were two men standing right there, but she insisted that there wasn’t. Despite telling her that I was currently with the two delivery guys, she said I would need to reschedule the delivery.

I explained that I had taken time off work to be there and had even arranged for an electrician, which I had to cancel due to this mess. When I called the Good Guys Auburn for assistance, Steve was unavailable and too busy to help.

The whole experience was incredibly frustrating and poorly handled. I’d recommend going somewhere else

Useless. Avoid at all costs. Online order still not delivered after a month. They won't pick up the phone when i'm trying to find out why my order for a microwave is taking so long to be delivered. Zero customer service. Better off going to Harvey Norman, who are hardly normal, but leave these cretins in the gutter where they belong. Avoid , avoid avoid. I would give it zero stars if I could.

Joesph from good guys in Cannington was great he sold me and my daughter great coffee machines with a great price and he was very helpful so thank you to Joesph

If I could give negative stars, I would.

Buying a washing machine and dryer from Good Guys Artarmon turned into one of the worst customer experiences we've ever had. What started as a simple in-store enquiry became a multi-day ordeal filled with broken promises, rude staff, and shocking service.

We visited the store near closing time and were advised by Christian to call the next day to place the order, rather than buy online, because “support would be easier.” That turned out to be just a sales tactic — the nightmare began right after the purchase.

The order was placed smoothly and delivery was scheduled for Sunday, March 21st. Despite us clearly explaining that our building has no loading dock or guest parking and that off-street parking would be required, the delivery driver Rami arrived in a large truck, made no effort to find parking, and refused to stop in a common delivery spot used by tradespeople (yes, marked as "no parking", but regularly used). They didn’t even get out of the truck — they just asked us to figure out parking, telling us to “reserve two spaces” and even suggested we “use our own car” or “ask neighbours” to hold a spot. Then they left.

We called the store and spoke to Chaithra, who was unhelpful and unapologetic. We escalated to the store manager Ryan, who said he could arrange a “complex delivery” with 3 staff. We agreed — but also asked to raise a complaint about the delivery experience. Ryan insisted the driver was not unreasonable and at one point hung up on us when we pushed back. After calling again, he reluctantly agreed to file a complaint and said we’d get a confirmation call within 2 hours and a delivery text that night. None of that happened.

Monday: We followed up multiple times. Shikha said she emailed the delivery team and would call us back — never did. Christian told us to wait “another 2 hours,” then another hour, and eventually nothing came through. George promised Ryan or Christian would call us back. No one did.

Tuesday: We called again. Ryan was “in a meeting.” Another staff member transferred us to admin, who could not give any update either. After being told again that delivery would only happen if parking was available, we gave up and requested a full refund — we didn’t want another day of uncertainty. They said it would be processed in 30 minutes. Of course, it wasn’t.

We called back again and spoke to Chaithra, who told us she hadn’t done it yet because she was “too busy answering phones.” We offered to stay on the line while she processed it — she refused. Two hours later, still nothing. Called again, and she claimed it was already processed — but we’d received no confirmation. She then went completely silent on the phone for 3 minutes before a text finally came through with a refund receipt. No apology. No professionalism. We eventually had to hang up because no one was responding.

We were passed around like a ping-pong ball between staff who didn’t care, couldn’t help, or just didn’t want to. The lack of responsibility was appalling. We were made to feel like we were the problem. At no point did anyone take ownership or show any real intention of resolving the issue.

Being told not to order online because calling the store would be “easier” was clearly just a way to close the sale and earn commission. Once the sale was made, they couldn’t care less.

Save yourself the stress. We’ll never shop at Good Guys Artarmon again and would strongly recommend you don’t either. Literally any other retailer would be better.

I am having such a lot of issues and difficulty with dealing with Good Guys. I bought washing machine online and it was out of stock I was told. Waited almost 2 months. Suppose to be delivered today - there is no driver. I was sent a text message that it will be delivered today. I am so frustrated at the moment. I will never purchase anything from this company Good Guys ever - very bad customer service

We had the best experience today at Good Guys Kawana Waters thanks to staff member Jack …..he went out of his way to help make our shopping list affordable … with his expertise and jovial manners
What a fabulous asset to have him as a staff member at Kawana Waters Good Guys Qld

Processed order for a Fridge Freezer no longer available!

We ordered online on June 30, 2025. Order number was S1211404553. Kept getting SMS and email messages saying the order has been delayed.

Eventually, I got a call then emails from a staff member called Inas M. (not mentioning full surname for privacy).

She informed me the Fridge/Freezer combo was no longer being made and offered us a couple of alternative brands. These were not suitable, so we asked for the order to be cancelled and refunded. She said this had been done and to allow up to 5 days for the refund to take place.

We waited. We waited more. We waited even longer.

I then did 3 email followups to Inas M and was completely ignored!

Finally today (September 18th, 2025) I called them. They person on the phone told me that my order was NOT cancelled. He has fixed that now, but this will be the last time we ever shop with this business. Never again. Not in store or online. Worst experience we have had in a very long time.

Bought a dishwasher from them for a tenant... thus billing detials and delivery details are different... where can we start...
1. I ordered online, however couldn't see it in my purchase history. Apparantly - i had entered the tenants number into my mobile and the order is thus only visible to that mobile?
Firstly mixing up a stranger's mobile with your mobile is a very low chance dont you think?
1b. on the delivery details... apparantly i put my name in there also! When you dont want to tenants to see your name or details, then ring up goodguys to confirm that no invoice slip is sent with the delivery... yet somehow i mixed up delivery name and billing name as well? hmm....
2. Delivery processes - cannot even leave it with the building manager in a secure lobby. must be signed and brought into the delivery - no exceptions. Honestly....
3. Installation - installation date is not the same as the delivery - it means the installer doesn't do the pick up and thus must install on separate days. ie. at least 1 day afterwards.... lesson learnt.
4. The installers had my name (instead of tenant) however the tenants mobile to confirm the installation time... really?
5. Installers confirmed with tenants 1-day before hand. Why couldnt this be confirmed much before hand? yes - delivery dates may change but seriously???
6. Speaking to the online help... advised them of the issues. Basically couldn't care less... likely heard these types of complaints before. Nor did care about fixing their own systems..

went to The Good Guys at Marsden Park in NSW. we purchased a freezer and organised for delivery. having moved home 2 yrs ago we gave them the new address but the sales person did not change the delivery address. noticed the day of delivery and started ringing at opening time 9:00am almost 15 min later the fone was answered. we told them of the error and had to wait till near lunch time to be told it won't be delivered today at aprox 12 30 got a fone call saying del tomorrow and a refund of del charge, only because I said something, no other compensation was offered. now we have to drive 25 min to go back to store to get refund after a special trip to make purchase.

Wanted 2 electric blankets ASAP. Found 2 I was after at the Good Guys at a good price and available for immediate delivery. Ordered the items. Paid the money. Entered the correct delivery address which was to an Aust Post Parcel Locker. The Good Guys Marsden Park dispatched the order with half the address missing from the consignment. This was confirmed through the Aust Post tracking information, with the advice that the consignment would be returned to sender. Four (4) working days after the Aust Post advice of the item being turned around to the sender (Good Guys) I contact the Good Guys via their online chat-bot (the only option for online orders)..... describe what has transpired... get through to an apparent human who then tells me that The Good Guys dont deliver to parcel post lockers (this was never stated anywhere on the orders area, and they accepted the address I had entered). No comment from them about why half the address was left off the delivery docket when the items were actually mailed out! They also confirmed that I just had to "sit tight" and wait until the order was re-processed in store before I could cancel the order. So yeah they might be happy to offer you a good price and indicate quick delivery times, but if you actually want the item immediately (as they promise), dont be holding your breath. And just be prepared to pay out the money and then have to wait a week or 2 (from the actual order date) before they will then process a refund. *sigh* (first world problem)

Bought a laptop (all in good faith) and accepted the added Good Guys $139.00 for 3 years Gold Service Extra (hahahahah). Before I go on - DO NOT WHAT-SO-EVER purchase Gold Service Extra. Refuse it. There is no extra and nothing that reflects 'Gold Service'. Best advice I could give would be to walk away. Repair of my laptop would be 4-6 weeks. Who can ever go without their laptop for 4-6 weeks?? I use mine for work??? Blank response and nothing resolved from emails and phone calls. Took laptop to local repairer who stated he would NEVER buy a computer from Good Guys. Currently I have a report with the ACCC. Once again do not accept Gold Service - it does not exist.

I will never buy from The Good Guys again. I bought about $6k of kitchen appliances for a new kitchen. On 4 separate days this week they have sent us confirmations and times slots for delivery and then they have just not turned up. They don't contact us, we have to chase them up. They don't seem to have any reason for why the deliveries were not made. When we ask to speak to a supervisor to help manage this ridiculous situation, we just get told that there are no supervisors to assist. Absolutely terrible service. And we still don't know when we will receive our appliances!

Truly shocking and upsetting. Ordered a click and collect back in August. Got SMS to collect, went in to store only to find it shut for renovations and some poor guy out front on a chair telling people to call the call centre. Went home, did that, long wait, hard to understand the person who answered. They arranged a delivery free due to the stuff up. 5th September, still waiting. Tried the courier to see where my parcel is. All robots, cannot speak to a person. Off to hospital so wanted this solved. Rang call centre again. This person was easier to understand but very argumentative. I wanted a refund processed and was clear about this. Lady just argued for about 15 mins telling me issue was resolved? You have my money and l have no product? Not resolved. She would not let me speak to someone like a manager who could make a better decision. Another 10 minutes on hold to be told my issue escalated like she had personally done me a favour and a refund would be processed today but not in my account for a few days. Order canceled with courier. Their problem, they chose the courier. So upsetting that this could not have been resolved at the start of the call. Thankfully call is recorded. As a senior citizen this is the worst purchasing experience l have had.

Poor customer service for delivery of my TV (55 INCH) purchased online. Delivery is appalling. The Good Guys used to provide great delivery service but nore its outsourced to Global Express - Won't be purchasing large items for delivery from The Good Guys in the future.

Tried to ring Townsville store all day to buy a TV. Next day got a female voice on the phone that said if I was in a hurry I could purchase online. Did that and received confirmation of purchase and delivery date. No delivery so rang the store and told not us ring the 1300 number. Couldn't get through. Six days after advised delivery date I got through and was told the purchase had been rejected on the order date. Money will be refunded.

I purchased a SOLT oven from The Good Guys less than a year ago and was persuaded to join their Gold Service program, which promised to extend the warranty to 3 years and guarantee a response within 24–48 business hours. Unfortunately, my experience has been far from what was promised.
Last month, the oven developed a fault as the fan became very noisy. I immediately lodged a service claim online, but it took almost two weeks just to hear back from the manufacturer. Their response was that a technician would be arranged after another two weeks, meaning over a month has passed since my initial claim — and I am still waiting for a resolution.
The lack of timely service and the failure to meet the Gold Service guarantees has been very disappointing. I expected better reliability and customer care from both The Good Guys, the Gold Service program, and the manufacturer.
It is worth mentioning that the people I spoke to were very helpful and friendly, but the system is pathetic.

I had great service from the Hectorville store

Absolutely pathetic customer service from The Good Guys Cannington. Bought an LG monitor that broke down in just 6 months. Gave it for repair on 21st June—they said 21 days. It’s now been two momths and still no update.

Twice they promised me a replacement monitor while mine was being repaired, but that never happened. The manager vanished, and now no one at the store even picks up the phone.

Why lie to customers if you can’t deliver? Nothing “good” about The Good Guys—just empty promises and zero accountability (hope it arrives in this lifetime)

Horrible customer service. I think good guys going to close down soon. Don't buy anything from them online, what they sell online and what they deliver completely different. I want to ask isn't it ACCC must help us to get compensation if the order is not delivered within 30 days for online. If they delay more than 30 days, they have to compensate customers as they took money the day we buy and don't deliver for 30 days. I think 30 days is decent time frame unless they are pre-orders.