The Good Guys Reviews 583

On the 14th April I ordered a toaster and kettle online. I received confirmation the order was received and paid. I was told approximate delivery would be the 20th April. That was over 2 weeks ago. I called the Good Guys branch in Robina who advised they had no information and that it was with Australia Post. I called Australia Post and they have no details of the order number. When I checked the app, it says "back order"but none one can tell me when I'll be receiving the products or where they are or who is responsible for communicating with me. Rubbish service, do not use these guys.

We purchased an LG washing machine three days ago under the above order number.
When we tested the machine, we experienced significant water leakage from both the hot water connection and the drain. In addition, the washing performance has been unsatisfactory. The machine is not cleaning stains properly, and we can still see spots left on the clothes after washing.
And now we are struggling to return it as good guys amin refuse to do so.
Please DO NOT BUY anything from Good guys.

This company advertise products they cant even sell you. Happy to take your money and say it will take a few weeks but then 7 days later I get an email saying sorry we can’t get that but for double the price you can have this one. Very shady underhanded business tactics.
Be warned if you are gullible to give them your hard earned money. Zero stars

Sales staff were okay, helpful and I made the purchase. There was a delivery condition. It had to be the specified day. Maybe their delivery guys have comprehension issues? No delivery because they couldn't be bothered or, whatever excuse they plug in. All the frustration and disappointment could have been avoided if I had just gone to a reputable store. Never again Good Guys. You have had a data breach and put my details on the dark web along with thousands of other customers, and now you failed again. You wont get another chance to disappoint me as a customer.

WORST COMPANY! DO NOT GO TO ESSEDON MELBOURNE GOOD GUYS, More like WORST GUYS. When you call, they hang up on you. They take your money but cannot deliver. I bought household items from these guys but I'm still waiting for my delivery which was arranged for Saturday 25th April and no contact or any updates since and today is 29th april.. When we call, they do not answer and if they do, they transfer the call and then hang up.
Curtis and Tahn were the managers and promised us delivery, but they did not keep their word or answer their calls.

Rotten company. Never buying from them again. Yes they have good Deals but at the end nothing is worth it, it's better to go to Harvey Norman or a Worldwide company than to these losers.

Took 19 days for delivery of a dryer- no mention whatsoever when I ordered it that it was “ out of stock”. Just like all the other reviews, online customer service is a joke- multiple interactions via phone staff that amounted to finger pointing from all parties-do not buy anything online from them! This company’s days are numbered….

I visited The Good Guys Townsville in February about a leaking washing machine hose. Staff told me that as a Gold Service/Concierge member, they would arrange for a repairer to contact me. I received no call for two months.
I later found an email (20 March) telling me to contact SquareTrade myself. I was unwell at the time and missed it. When I finally called, I was told the case had been closed. Concierge then said it was my responsibility to contact SquareTrade within 30 days, despite previously telling me they would handle it.
A new case was opened, but I had to repeat all my details multiple times to both teams and now have to wait again for a repair.
The Concierge service is supposed to organise everything on your behalf, but that wasn’t my experience. I wouldn’t recommend paying for The Good Guys’ extended warranty or Concierge service, and I won’t be using them again.

Shawn in appliances section in Tuggeranong was very professional when I asked his advice to buy an electric heater and spent good time to explain different products with a big knowledge of the details.
Thank you Shawn.

Very poor experience with The Good Guys after-sales service.

Paid extra for a “Gold Service” plan, but when my robot vacuum needed repair, I had zero communication for over 2 weeks and was without the product for over a month.

Despite this, both the retailer and service provider refused to offer any reasonable resolution.

Paying for premium service clearly doesn’t guarantee better support.

2nd time they have failed.
Delivery to an 88 yr old lady, their delivery company didn't even attempt. Left item at a depot. After numerous phone calls and numerous lies from the good guys and the delivery people, who wouldn't re deliver,
I had to drive 90 mins to pick up the item. Won't ever buy from them am again, as first time was a washing machine I paid for Installation but they didn't. Bad business.

Ordered and paid for in full an oven from Good Guys $1800 on 31/1/2026 and pain $59 for delivery. As yet no oven, no delivery.
Rang the store spoke to Tianna today 11/4/2026 at 12.45pm absolutely no help whatsoever and then she put me through to a non existent customer care team!
Rang the Good Guys again, spoke to Lincoln, absolutely very helpful and is arranging delivery on Monday .Thank you Lincoln.
Tianna needs some customer service training and how to go the extra step for customers!

I hope I have seen the recent reviews here when I completed the purchase of my appliances (for my kitchen reno) two months ago. Would have spared myself a lot of grief. After buying (at Good Guys Castle Hill) a Double Oven, a cooktop, an integrated rangehood and a double bowl sink and paid for a standard delivery. The items were delivered over two months later (way longer than the two-3 weeks promised initially) and when it was delivered today one item was missing. This was after two months of multiple calls and store visits, every time someone promising that someone will sort it out and call me back, but never did. Every time, it seems they just blame the person before and saying the person I spoke before should have helped me and sorted it out, then promising that this time he/she will speak to someone and make sure it gets sorted and will definitely call me back. Now I will have contractors twiddling their thumbs as they cannot complete their work on my kichen and my whole family not having a functional kitchen. Called again today and the same cycle is repeated and at some point being told that I may need to pick it up from the warehouse myself. This sucks big time!

Staff have absolutely no accountability what so ever. They will do anything to get a sale. I settled with Good Guys after Harvey Norman quoted 1 weeks wait for delivery. This was a Tuesday, Good Guys said everything is in stock you'll have it delivered Saturday. They sent me a sales order within 20 min and I paid it immediately via BPay - the only option on the sales order. Delivery didn't turn up, no phone call, I had to chase them up.

Horrible service with delivery. I was initially informed that the dryer I ordered was out of stock, but after a month passed with no updates, I checked online and saw it was listed as in stock. I was unable to update the delivery date myself, so I contacted them via email. Unfortunately, communication was extremely slow, with responses taking up to 9 days, and we kept going in circles about delivery dates. It’s ridiculous that I wasn’t notified when the item became available, and the email response time is unacceptable.

Ordered a stovetop online and was given a delivery date in 3 weeks time. Now 2 weeks past that date and no stovetop. Received email from the installer telling me the installation date is now for next year. Installer obviously knows something i don't. Tried the online tracking which told me absolutely nothing. Tried to use the online enquiry form and it doesn't work. They tell you your item will be delivered after a certain date which allows them to deliver virtually any time they want with no firm commitment.

Highly unprofessional company . They should change there name to bad guys . I ordered a mobile phone thinking they will send genuine product , to my surprise phone packing was opened already . First it was highly difficult to contact them and later when I manage to raise complaint , I am not getting any response back . I’ll take action against them through other means but I believe they are worst retailers in Australia

I ordered a fridge on 27/2 with a “delivery from 4/3”.

Received generic emails from GG to say “unfortunately we have a supplier delay and will contact you as soon as it is in stock to coordinate delivery”.

27/3 Messaged through the chat function to cancel the order (as found it back in stock at my preferred retailer), to which they replied it actually was in stock and had no explanation for why I hadn’t been contacted.

Organised delivery for 30/3, given a 4 hour window, no way to track the driver, and 10mins past the delivery window I just got a message saying Update - your delivery is due tomorrow……

Only plus was that the person on the chat cancelled the order yesterday. Just waiting for my refund to come through now.

Very disappointing experience and I’ll stick with my preferred online appliances retailer from now on, as they have been nothing but excellent.

Absolutely poor experience. Ordered a washing machine on Tuesday for Friday delivery. I was given a timeframe for delivery (3 hour window) and ensued someone was home.

Received a message that due to “unforeseen circumstances” it could not be delivered on the day - and to “standby” for a call from the delivery team.

No call came and I had to follow up the next day. I was told that I would receive an sms within the hour advising of a new delivery slot. I was very clear that I had hoped for Sunday delivery as I was now nearly a week without a washing machine, but also that week day delivery was difficult due to no one being at home (and that we had arranged for someone to be home on expected delivery day).

No communication came, and I had to follow up again (Sunday). I was told the delivery window had been moved to Monday afternoon (3 hour window). I said this was unacceptable given that this occurred on Friday and in my follow up I had said it would need to be after 4pm if delivery were to occur on Monday.

I was met with attitude and “we can’t do anything about it” comment. Given it was there stuff up in the first place (and serious lack of communication unless chased up ) I found the whole “too bad so sad” attitude appalling.

Terrible customer service. Bought a TV which has to be delivered due to the size.
The delivery date was booked in at the time of purchase, and then the day before I got a text confirming the time slot.
Less than 30 minutes before the scheduled delivery time, I got another text saying the delivery had been unallocated and wouldn’t be available until during the week.

Both my wife and I work full time so it’s not possible for us to have a day off at short notice for something as trivial as a delivery.
On contacting customer service, the response was ‘Sorry delivery is not possible today. Thanks for your understanding.’ And that’s all I got.

Cancelled the order and will now purchase from elsewhere.

What a shame. This company used to have a great reputation but after my recent experience, I can see why their reviews are so dismal. Washing machine delivered but the hose was too short (obviously this can’t be a new issue) but as they outsource the deliveries, so drivers unable to assist, left the floor wet and refused to put dryer on top cos I didn’t have the correct mat although last time they didn’t have a problem. Basically they just cut wait to get out of there. So you’ve lost a loyal customer in a highly successful competitive market.