The Good Guys Reviews 

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!

Goodest guy @ the good guys!! 10 out of 5 star customer service! This guy ( Daniel) was brilliant! Fantastic product knowledge, knew where everything was, explained differences that made sense, and bonus, even showed my daughter a magic trick! This guy honestly went above and beyond! Someone should give that man a raise #goodestguy #goodguys

Bought a TV from Good Guys, Butler on 30/11/25 and arranged delivery and installation for 2 December at an extra cost of $85. Installer did not turn up. Rang Good Guys at about 4.30pm to let them know installer was a no-show. Arranged new delivery/installation date, but the temporary manager rang me back to say there was $495 outstanding on the payment for a delivery/installation fee! What?! I had paid up front for the TV and inclusion of the $85 delivery/installation fee. Manager insisted the $495 was correct. Ended up picking up the TV ourselves from the store and getting a couple of local guys to install and setup for $50. I rang Harvey Norman out of curiosity to enquire what their delivery/installation charge was - $99. Will never go back to Good Guys.

Never buy any products from THE GOOD GUYS they are a bunch of rubbish guys who does not know what customer service is they send some unprofessional installation team who has no product training and they mess up the installation and your house

I purchased a Nespresso Creatista Pro on 22 July 2025 from The Good Guys Tingalpa. After only four months, the milk wand began malfunctioning, so I returned it on 21 November. I was told repairs would take two weeks; instead, it took three because a part was needed.

By 10 November (19 days later) I still hadn’t heard anything, and The Good Guys claimed the machine was still with the repairer. On 17 November (26 days later) I called the repairer myself, who confirmed it had been fixed and dispatched back on 8 November. The Good Guys couldn’t locate it in the store, warehouse, or even with the tracker number. They said they would call me, including the store manager, but none of them called me.

I was without my machine for 29 days. It was repaired in 17 days, but left unaccounted for another 12 days. I contacted FedEx transport to find out where my parcel was between 8–18 December, who said The Good Guys never responded to arrange delivery.

Out of frustration, I also contacted Breville Customer Service. Their consultant apologised for what I was going through and explained that I should have contacted Breville directly, as they would have assessed the issue and arranged the repair. Didn’t know that.

The manager from The Good Guy’s, couldn’t care less, as far as she was concerned, I got my machine back.

After I get my coffee machine back and I opened it at home, I find that it has some sort of rusty looking marks on one side, they were never there before.
This is not what I expect from a premium product, cost almost $1,000 or a reputable retailer. The Good Guys Tingalpa have shown they have no idea how to treat customers or deliver customer service.

Ironically, The Good Guys stores proudly display “100% customer satisfaction” on their walls. My experience has been the exact opposite.

Terrible online service! Purchased a fridge online for next day delivery. Got the confirmation email and text message for purchase/delivery date. Never heard from them the next day when delivery was due. Reached out to them online because I haven’t received my delivery. They said the fridge was out of stock and weren’t able to give me an eta on my delivery. Didn’t even contact me to tell me I wouldn’t be receiving my delivery, I was waiting all day at home because I was expecting my fridge to be delivered. Will never shop online at good guys again. It said the fridge was in stock when I purchased.

I have just been dealing with Arlyn at Good Guys Tingalpa, Queensland, and I am so grateful for his help and patience while I navigated the purchase of air conditioning for our home. Arlyn was so helpful from assisting with the unit selection process in terms of affordability, capacity and efficiency to preparations for payment and delivery. I managed to learn so much during this process. I really appreciated his expertise and guidance. If Arlyn is not in a management position, he should be. It is people like Arlyn who are wonderful representatives for the Good Guys. I will definitely deal with Good Guys again in the not-too-distant future. Thank you, Arlyn. I would also like to thank Beth and Amy for their support. You are an amazing team! Merry Christmas to you all. I hope you are able to have a break from your busy work lives!

We have been waiting 3 weeks for a response from The Good Guys about the damage they caused to our house trying to deliver a fridge. The fridge was damaged as well as our floors and walls. 3 weeks after making a claim they have provided no updates and no response to how or when they will repair our house. I wouldn't buy anything from The Good Guys again. They outsource all delivery responsibility to the cheapest bidder

The worst online experience I’ve ever had. I’m not going into the mountains of detail but just to say $600 later and 6 weeks I still don’t have my purchase and getting a refund seems impossible. I’ll be contacting The QLD Fair Trade office next.
Beware of this retailer.

Update

Now on the 9th store visit for faulty ecovacs cleaners.

The Good (bad) guys in Pakenham refused to refund into my bank account, this resulted in me either going to VCAT or do a 9th trip to the store... customer service 0, product quality 0.

For the second time and on a warranty replacement machibe, my ecovacs x5 has failed. This is the second issue with this 6 month old machine. 3 weeks inbetween each fault.

My contract is with the Goodguys, not the manufacturer. The manager Sav, refused to refund until the manufacturer approved.

The manaufacturer has no part to the purchase contract.

Avoid Ecovacs and most of all Pakenham Goodguys.

I'd like to give zero stars if I could.
This is for their online shop. Avoid avoid.
Ordered something with an esimated delivery date, 10 days later still nothing. Their order was still saying processing. Getting hold of them was also a nightmare. When I finally got onto the online chat after waiting forever. I was typing a response to someone and they just disappeared, didnt wait so had to go through the whole process again. Finally got a refund. Never again.

Ordered a Dyson bigball on the 30th of November and just had to follow them up to confirm they had NOT dispatched my Christmas present at all... now no guarantees or confirmation receipt of our conversation, nothing. Just a lame Sorry from a "GoodGuy Agent" and their word that they have told the store to dispatch the order. Overall not worth the effort, I personally won't give my business again and I suggest you look for another alternative to buy your items... PS Merry Christmas

Return for faulty product was harder than it needed to be, I had called up to make sure they had stock which they said they did, when I went in, they didn't.. then the refund wasn't processed correctly so delayed even though I had asked to wait while I looked at other products, then I purchased another tv and found out the price dropped and I wasn't eligible for a difference of refund as the good guys onsell an insurance rather than just credit like the other big companies... I will not be a return customer at the good guys

I bought a new washing machine from The Good Guys on 24th November 2025.

It took over a week to be delivered.

It was installed incorrectly resulting in a water leak out the back.

My initial reporting of the fault was incorrectly identified as a product fault and I was sent to the faults area, when it was an installation issue.

This happened twice.

I tried to escalate the call but the supervisor refused to speak to me.

The online customer support team generally spoke too quickly to be understood on the phone and didn’t listen, trying to transfer the call as quickly as possible.

The assessment organization I was referred to would’ve charged me for having an assessor come out as the fault was an installation issue and were rude.

Finally I was able to speak to an online customer support team agent who didn’t transfer me only to be sent an online form through which to process the refund and return.

20% fee will deducted from the refund amount as the product had been unpackaged and installed AND I have to pay a re-delivery fee.

The Good Guys used to be great but not anymore.

Ordered and paid for an item. Was told I could pick it up in a week. It is now at the end of the second week and no text re item now in stock. This is not the real problem. The store has 2 telephone numbers. I have tried both numbers twice but get no response.
They don't answer their phones.
Very slack service

I placed an order (Order Number: 4ZWEDPC3F) for a 40-inch TV with The Good Guys on 2nd December 2025. The delivery was scheduled for 5th December, yet as of today (10th December), I have received no updates.

The Good Guys use Team Global Express for deliveries and provided me with a tracking link (Team Global Express Shipment Number: GGAA068328) on 3rd December. On 4th December, I saw that the TV had been shipped from “VICTORIA” and was in Sydney. Since then, it has shown as “In Transit” with no further updates.

I have been attempting to contact both The Good Guys and Team Global Express since 6th December:

- The Good Guys: They do not provide a customer service phone number for online orders, and their live chat support is useless. On 6th December, I connected via live chat, and the representative said they would investigate the delay and update me via email. It’s now 10th December, and I have received no response.

- Team Global Express: I have called twice, each time waiting over an hour without anyone answering.

Given that the TV was shipped from VICTORIA and is still listed as “IN TRANSIT,” I have serious concerns about whether it will arrive in good condition, without dents or scratches. If it is eventually delivered, I will record the entire unboxing and setup to document any damage.

My advice: Avoid ordering from The Good Guys at all costs. The lack of communication and accountability has been incredibly frustrating.

The Good Guys ❌ The Bad Guys ✅