The Good Guys Reviews 

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 ✅

I would also give zero stars if I could. The Good Guys website stated the vacuum cleaner I wanted was in stock and if I paid the $22 delivery fee it would be delivered in 2-3 days. They were quick to take the payment for my order but it was a nightmare trying to get my product. First I was emailed to say there was a supplier delay, but no new delivery date was provided. I asked for a new delivery date via their chat bot (you cant just phone The Good Guys anymore) and was told my product would be sent from a different store and it would now arrive in another 2-3 days. That seemed to work and I was told from their courier company Team Global Express that they were delivering on a particular day so I stayed home all day and absolutely nobody turned up. I received a text saying they could not deliver to my address and my parcel was going back to a collection point at an address listed as Richlands 'null'. The next day I received a text message from Team Global Express asking me to collect it from their Richlands warehouse 51km / 1 hour drive away from my home. I complained again to the Good Guys chat and they said they would refund my $22 delivery fee if I went to collect it. So I did. And the collection point was closed! At that point I told the Good Guys complaint chat that I wanted a refund so I could buy somewhere else and they said they could not provide a refund because it was already 'delivered' and I would need to take my complaint up with the Team Global Express. That is ridiculous as I bought it from The Good Guys - not Team Global Express! At this point I gave up and drove again 1 hour each way to pick it up at a bizarre 'warehouse' with no shelving or any organisation at all. Parcels were just scattered around on the floor. We were literally walking around looking for it while trying not to walk on other parcels. I wasted 4 hours of my time and drove a total of 200km to get this vacuum cleaner! Do not have anything delivered from The Good Guys, it's absolutely shocking service from a previously great retail store that are clearly not able to transition to online sales due to some extremely poor partnering with a dodgy courier company and complete lack of customer service when anything goes wrong.

Purchased a TV it was supposed to be delivered on the 8th Dec but the dills put it back in stock.. reorganized to have it redelivered for 9th of Dec and they have screwed up the transfer paperwork

I bought a new fridge for a very good price, I also paid for delivery and removal of my old fridge. They delivered the new fridge but left the old one on the nature strip, said they would be back next morning to pick it up, but never did. Impossible to actually speak to anyone about it, I have given up now and have organised for someone else to remove it at extra cost. Never shopping there again.

I bought a fridge from them online, 6 weeks ago. I needed it urgently as I did not have a working fridge, I live in a hot climate (Queensland), I am in my 70s and my health is poor. They told me that it would be delivered within a few days. I paid for the delivery and I paid in full for the fridge. Six weeks later, it has not been delivered. They keep telling me "it is expected next week", every week for the last 6 weeks. Nobody at the Good Guys can explain why it is delayed, nor can anyone give me a guaranteed delivery date. Their attitude seems to be that they have no obligation to deliver the item promptly and they will deliver it when they feel like it! It is the worst experience I have had when buying anything online.

Ordered an item on 1/12/25 which said in stock, chose delivery by Auspost to be delivered by 8/12/25.

On 7/12/25 I was informed by email of a "supplier delay". How can it be supplier delayed if it is in stock?

OK they were busy during the Black Friday sales, still...such a mess up exercise & it's still ongoing.

My initial purchased was messed up big time. As a result I was able to do a deal on another new, (boxed AIO pc). BUT...wait for it... the Hectorville SA store did not have one in store and noted another SA store had the AIO pc. I WAS told it would take 3 DAYS to transfer this AIO pc from the other store, to the Hectorville SA store.

I waited 4 days and went in to find out what was happening. I was brushed OFF by the girl based on their checkout and TOLD WE WILL CONTACT YOU...really
So, I waited patently, kept on eye on my online account for an update, then called to be told "Gary is dealing with this so I will have to speak with him"...enough, was enough. I ALREADY pd. in full for the AIO pc.

I called the GP SA store and spoke extensively to one of their pc guys, (Arxn),about my AIO pc which I had paid for. I explained the situation and was awaiting for the store to store TRANSFER.
I nearly fell off my chair when I was told = NO email had been received or NO delivery line.

SO a 5th trip to the Hectorville SA store to assert..."Why have I paid for an AIO pc in FULL, to now find out you have NOT ACTIONED my purchase. I'm going to target a huge % off on another item I'm considering, for their inconvenience and incompetence.

Can I give a zero? Ordered an expensive item (air conditioner, with installation). Many, many chats and phone calls later - hours and hours of follow up with a different answer every time - I eventually find out its sold out and wont be restocked. BUT Im welcome to upgrade to a more expensive model, at my expense. And they wont tell me how much. No cancellation/refund option offered. The online chats just 'end', even if you ask for it not to be and are still asking questions. Its a joke. In the meantime, Im then getting emails that delivery has been scheduled - clearly not true - as there IS NO item. It should be considered fraud still advertising and selling an item they dont have and holding onto the money. The in person stores try to be helpful, but dont have access to the online / delivery orders. Its chaos. Strongly recommend not buying from them online.

I was notified that my item had been despatched. Six days later I learn that it is still sitting in the store. I will never purchase from Good Guys online again. Tracking is hopeless. And couriers have 1.2 rating.

If I could give zero I would. The good guys my a**. Do not try and get anything delivered. Ordered a macbook air online, received an email saying that it dispatched a day or two later and it has been stuck in a shipping note created, but never got picked up state for nearly 2 weeks so and some how I have to wait while they take a weeks to do very little to solve it. The store says it has been sent, so they won't let me cancel because it's on its way apparently.

Currently on hold on the phone and chat (for the 6th day) to see who answers first and gives me the same answer, currently at 34 mins and counting.

I bought a De Longhi coffee machine from their online website- the item was delivered and it was USED. The box was torn and the machine was wrapped in a way that was clearly not done in the factory. But the clincher was the residue of coffee grinds inside!!
Added to this is the fact I don't have a receipt. I've sent the verification code for the receipt and it has not turned up in my inbox despite three attempts. What is going on with their online service- it's appalling.

Not at all happy with The Good Guys. After buying MANY appliances in the past 2 1/2 years for our new house, our dishwasher had a malfuntioning motherboard. We've been trying for THREE WEEKS to get The Good Guys to help us get a repair or replacement. The dishwasher was 3 months past warranty when it stopped working. We paid an appliance repair company to fix it when we discovered the manufacturing fault. The Good Guys basically is giving us the run-around saying they are "escalating" the issue, no one calls back, they out us on hold and never return to the phone. We are about to contact Fair Trading NSW and the ACCC over it after reading the Australian Consumer Laws. The "admin" tells us on the phone when we ask for the manager, who is never available, that he is busy running the store all by himself, it must have slipped his mind to call us back, or we don't have any idea of the issues he's walked into when he came to work at 2:00. The excuses are ridiculous.

I had an absolutely terrible experience with Good Guys delivery. They kept delaying my delivery the entire day, and despite making what felt like a hundred attempts to reach them, I got no real help. Even worse, the delivery lead personally confirmed at 5 PM that my order would be delivered today. Then, at 7 PM, I suddenly received an automated message saying the delivery had failed and that someone would contact me.
No one called. No explanation. No accountability.
This was honestly pathetic service—disorganized, unprofessional, and completely dismissive of customers’ time. I expected much better from a company like Good Guys, but this experience was beyond disappointing. I wish I could have given negative rating.

great prices. not so great delivery. So after being given a window from 12.40-1.40pm, it then changed from 1.40pm- 2.40pm, then to 2.40pm to 3.40pm AND THEN FROM (you guessed it) 3.40pm - 4.40pm..... I contacted the store and I got a VERY generic: "it's outside what we factor in for delivery time" answer. I then let the rep know that it should INDEED be what you factor in, as 30-60 mins is somewhat annoying to the customer, but 4 HOURS???? This just shows a new level of incompentence. Unless the driver has had a crash - there is NO WAY that a delivery should take this long from an initial delivery window. Extremely poor form from the driver and sales rep. ...just got a missed call and a text to say "you're next" (at 5.57pm)... then another later on to say: "we're aware that your delivery couldn't be completed due to unexpected blah blah blah blah". This is my fist time with the GG. Will NOT use them again. Harvey Norman and JB seems to be a much better option

I bought a Haier two door fridge from the South Tweed store and had a problem with it being lifted up my stairs to the kitchen. Only after I complained to the store did they send 3 strong men to lift it into place for me 3 days later. After 7 weeks the fridge stopped working so I contacted the store and they arranged for a removal and replacement of the fridge. Although I told the store and the delivery subcontractor that it would require 3 men to lift it up my stairs, only 2 men showed up. They attempted to drag the fridge up my timber stairs scratching and shredding them in the process and also leaving dirty black marks on my walls. I contacted the store and was told that they had arranged another date for me to have the fridge lifted and the faulty one removed. However no-one turned up on that day. So I contacted the store again and they said they had no record of the second delivery. I was given a third delivery day 3 days later. I have lodged a claim for the damages incurred and I'm still waiting to hear about this. This store has absolutely no communication between them and the delivery subcontractors and they are totally incompetent. The delivery men are not equipped or strong enough to lift heavy appliances. They have no duty of care and show very little respect to the customer. I will never purchase a new appliance again from The Good Guys. Their service and customer care sucks!

We ordered a fridge from this place, and the deliver people were really careless with their job, they have hit the fan controller and asked us to contact "The Good Guys" for the claim. But this situation and process have become very frustrating. The issue started on Thursday when the team caused the problem and then redirected it to The Good Guys. Since then, the discussions have been taking a long time. I understand that there are processes to follow, but given the impact and urgency, this needs to be prioritised. The quotations are valid only for 30 days and we need to book an electrician as well once you approve this. We are not cheating money from you. you need to hire more responsible people to do their jobs. or speed up these kinds of processes. What is this?

The fan in our living room was damaged, and in the current heat conditions, it has made our home extremely uncomfortable. This delay is unacceptable. You are just getting money from people on time but when it comes to claiming you are getting all the process and things need to follow.

Absolutely terrible service from The Good Guys. I brought my robot vacuum in for repair over a month ago, and it’s still sitting in their store — it hasn’t even been sent to the repairer yet despite being under warranty.

Trying to get updates is a nightmare. They are impossible to contact, and the concierge service is just as useless. No one calls back, no one follows up, and no one seems to know what’s going on.

Because of their complete lack of organisation, I’ve been without a vacuum for weeks and my house is a mess. This has been incredibly inconvenient and frustrating.

I expected so much better from a major retailer. Extremely disappointed and would not recommend their service to anyone.

I know it’s Black Friday and the store is busy but that’s no excuse to be rude. The cashier at the Alexandria store, a woman in her 40’s with long, light brown hair has zero customer service. She was very rude, unhelpful and clearly didn’t wanna be there. I then looked up reviews and saw all of this. I wish I’d have seen this earlier. Never would have shopped with them otherwise. Everyone says they’re bad online. I can attest that they’re terrible in store too.

Ordered a TV online from the Good Guys. The webpage said would arrive one date and the courier service said another date! It did not arrive on either date! Then the fun and games started! Team Global Express (useless) said ring the retailer! Rang Good Guys they said ring Team Global Express! After going back and forth finally Good Guys said we will get an update from Team Global Express and email you! And yes no email! No communication nothing but silence! They have my money and I don’t have the TV. Asked about a refund! You have to wait to claim a refund ! Then you have to wait for them to investigate and then if they find it is missing you need to wait for the refund ! Advise do NOT shop with the Good Guys! They are inefficient, unprofessional and useless

Ordered an appliance online as the Malaga store was showing multiple items. I received the initial acknowledgment and then nothing more. The website stated click and collect in as little as an hour. The next day I still had no further acknowledgment, so I rang the store to be told "I'll look it up and call you back shortly".
Two hours later I went to the store to be told we may or may not have the item, and the website isn't very accurate. Cancelled the order and will source from another provider.