The Good Guys Reviews 

Purchased an air conditioner and paid good guys an extra $872 for installation. They use contractors to install and on the day contractors arrived I was working but my partner was home. The contractor said to my partner that the house had a high frontage and had to charge an extra $380 to install . The house is single story Queensland home the frontage I don’t consider high I see this as price gouging and pressuring customer to pay or they refuse to install. Good guys were contacted and I would say their efforts/response to the extra install fees was unsatisfactory they did nothing to resolve any of my complaints. BE VERY CAREFUL IF YOU USE GOOD GUYS AND PAY INSTALLATIONS FEES IT COULD COST A LOT MORE

The Good Guys Sold Non-Original/Refurbished Samsung Fridge as New

I purchased a $2,000 Samsung refrigerator from The Good Guys, clearly sold as new and original. Samsung's refrigerators' lifespan is 10-15 years, and failed in less than four years, which is already unacceptable.

What followed was worse. After back-and-forth between The Good Guys and Samsung, it was confirmed by three Samsung representatives that the fridge has no serial number whatsoever and lacks basic Samsung identification details (compressor number, specification labels, etc.).

A branded appliance sold as “new/original” without a serial number should never happen. This raises serious questions about whether the unit supplied was refurbished, non-original, or otherwise not compliant with Samsung standards.

Rather than resolving the issue, The Good Guys repeatedly redirected responsibility to Samsung.

This experience is misleading to consumers and highlights a complete failure in product verification and accountability.

I would strongly advise buyers to check serial numbers immediately and not assume they are receiving genuine new stock.

If you need any help with product knowledge or looking for great customer service go see the team at Joondalup.
I had the pleasure of dealing with Saleh, best service ever. Thank you. One very happy customer cannot sing this mans praises more highly.

In my entire life, I've never experienced this awful service. I can confidently say the Good Guys has the WORST service EVER. Their messages are mixed, they just ignore you. I completely wasted my time and money with them.

I placed an order for air purifier in early December. Good Guys said it'd be delivered on 7th Jan. On 7th Jan, it got delayed. And in the early Feb, I contacted them to replace the order. The support agent suddenly replied to me "your order is cancelled, bye". I was like "WTF? I requested for replacement??" and had a call with the manager. The manager told me that if I provided the ID of the product I wanted to purchase, he'd reply to me with estimate delivery. I replied, and the response I got is "oh sorry, you can't order it now". I was very stumped and requested to just get my original product but since then, they're not replying to me at all. I contacted them through the chat and email. They told me they'd reply if I emailed to the "onlineorders" but nobody came back to me.

Seriously, their service is like a joke. I wouldn't risk buying anything from here for the price. I'd rather go with JB Hi-Fi. They give you big discount if you visit the store.
The Good Guys should change their names. The Awful Guys. I reiterate, the crappiest support EVER.

Harvey Norman.....Bing Lee......The Good guys - SAME ITEMS SAME PRICES - NO REAL COMPETITION.

The Good Guys WILL MATCH OR BEAT THE PRICES OF ITEMS OF HARVEY NORMAN OR BING LEE ( EVEN IF THE ITEMS ARE ON SALE)

WE ARE TOLD THE 'SALES' ARE FAKE (PROFITS ARE MADE).

Such a painfully long and unproductive customer service experience.
for my online order, they wrote the wrong name on the package which is a problem because the package was going to student accommodation and they need the correct name to find the student in the building. There is no apology for the mishap and then shifting blame to me when I wrote the correct details when I made the order. Because the order had already dispatched with the incorrect name I was told there was nothing they could do. the CSO was quite rude so I asked to speak with supervisor and i had to ask 3 times because he refused the organise it.
Don't waste your time buying from them. If something is amiss with the order, they are so painfully unhelpful and no accountability. spend your money elsewhere.

Spoke to Ben on the phone from The Good Guys Home Services he was very rude. Just had a simple inquiry about wanting to check on the status of an order, I had only been given an order number and he kept asking for a HS number and was completley silent and unhelpful when I said I hadn’t been provided one. Awful customer service, treat you like you’re bothering them by calling. Do not recommend

Went to store in Toowoomba and purchased an item. Was told that the delivery fee would be waived - supposedly a good deal. It would be sent to my address in about five days. Waited two weeks and nothing. No call to advise anything!!! Rang to be told "I will look into it and get back to you" ...no call .... rang again and told a fob off "It is on a pallent... somewhere etc etc". Said I would wait for another week and would be asking for a credit. That did nothing. Finally went to store and got the credit after them supposedly looking to see if the item was not "in store"!!! It was clear to me that they were trying to see what they didnt have anywhere and this was a means of getting one's money and no doubt using it to make interest. What a sham!!!

Bad service , even worse delivery service , paid extra for gold delivery and got two people that couldnt instal the fridges and set them up level , they had zero idea how to do that
Thats " Gold Service " ? Naa thats a " Golden Fleece " con more money from people for no extra service , I suspect to have more issues if I ever make a claim under warrantee , theyve messed me around on a TV before . Do not shop and expect anything but the worst from the
Good Guys

I purchased a fridge from Good Guys Bayswater. Was given a delivery day and 3 hour window which was fine. The fridge needs to go upstairs so when I purchased it I told the sales person this and they said they would send out 3 people. When they arrived at my property the fridge wouldn't fit at the top of the staircase in the box, but of course they can't take it out of the box. Said they would let me know when they will come back with 4 people. I didn't hear anything, so went to the store as I couldn't get through - phone rings and rings and nobody answers it. They said they would message the delivery team and they would get back to me. Surprise, surprise, no response. Have called 3 times today and still nothing. DO NOT BUY ANYTHING FROM THEM THAT NEEDS TO BE DELIVERED!!!!!!!!!!!!

I ordered a 90cm induction cooktop to replace one that was damaged on the 11th January. Feedback from the Goodguys about the delivery was vague. No details given to me until the actual day that the top was supposed to be delivered and that was after seven phone calls to my local store who disavowed any knowledge of the purchase because it was online. Was finally put in touch with the web team who informed me that it was in a store 90 km away and would be delivered as soon as I made a booking for it to be delivered. Today when finally delivered I opened the package to find it completely smashed. Now I have the drama of having to coordinate the damaged item's return and subsequent replacement. Delivery time is ridiculously too slow, the follow up and feedback with online purchasing is terrible. DO NOT BUY ONLINE from this mob. I cannot stress this enough!

TERRIBLE customer service standards. 2 unreturned emails, zero effort to help connect me to the right dept when I tried to book a consultation over the phone. Avoid at all costs.

Do Not Use This Company For On Line Purchases
They Will Not Help You If Item Is Lost Or Stolen
Items Are Souced From All Over Australia Not From The Store You Select. Item Purchased 27/11/2025 Still No Phone Call From The Bad Guys Or Courier Next Step Consumer Affairs

Ordered an appliance and was told to expect delivery one week later. One week later, received an email to say there was a delay with the supplier. I contacted online support and they said my goods would definitely be delivered the following week. The following week I received the same email about the delay with a supplier. Went back to online help. I said I needed a delivery date or I would require a refund. I received a rude reply from a representative called Stefan saying they couldn’t give me a delivery date and he would process the refund. I asked him to send me an email confirmation of the refund and he said I could take a screenshot of the chat! No apology. No explanation. The Good Guys had my money for over two weeks and the refund takes 3 to 5 days to process. Unacceptable. The money should only be taken off a customer account once you KNOW you have an item in stock to ship!

I went to purchase a washing machine late on "cyber Monday" and the Lutwyche store was crazy busy. I was served by Rebecca A and she was incredibly calm, assured and helpful in a stressful environment. I also want to thank the Manager Ethan C who also went over and above to make this truly one of the best customer experiences I have had in years (I am 63 years old).

Actually, they don’t even deserve a one star, I will never deal with Good Guys again. First of all they didn’t have what I ordered online, I had ordered on 13th Jan, they informed me they didn’t have it the day BEFORE delivery supposed to be on 21st, so I tried to get a refund They came back with they have found one, it somewhere else and would send it to me. now I’ve learnt on the 24th that it will not be delivered until the 28th. Original delivery date was the 21st.

What annoyed me more than anything was that the customer service on chat, a real person who I was chatting with she said ‘just wait for it to arrive it’s holidays, and closed the chat on me shocking service never again.

The good guys Auburn is hopeless and inconvenient
Being a tech company they don’t the simple thing to change the ownership
When I first mentioned the reason of my visits they told me instantly they can’t do it
When I was reluctant and told I was redirected from Telstra and their online support they eventually agreed to try after checking with manager who was unhelpful and seemed uninterested in resolving my issue, the situation didn’t improve—there was still no solution offered and no accountability taken ,
Manager was in phone and eating and talking whole time In front of customers she totally was avoiding me and handed me a number to call or go to another provider what a joke when they were the one where I got my number from , another Asian lady Ann was rude she needs to learn some basic customer service rather then saying can’t do can’t do , I don’t blame her might have got from her manager
It’s was a horrendous customer service
Lack of knowledge The lady manger KAIRA needs a training on handling the issue , employees needs to trained
Went to Voda phone they did it instantly and laughed how good guys couldn’t do it
Also BIG NO don’t use there MOBILE PLAN because they don’t know what they are selling or how to deal with future issues & DONOT FALL in VOUCHER scheme is a SCAM
I wouldn’t recommend anyone to use any plans from good guys esp this Auburn branch

No wonder why their reviews are so bad
The Good Guys has BAD GUYS

Purchased dishwasher and $389 installation and removal of old dishwasher. Dishwasher is fine, their installer put the dishwasher in but it doesn't push all the way back because the tubing was in the way (not long enough to lie in the recess along the back bottom of the dishwasher so now it's protruding beyond the benchtop, looks silly and also gets in the way of adjacent cabinetry door from fully opening. Tried to communicate with installer directly, he acknowledged the issue but said if I wanted him to fix it he would charge a call out fee and additional $66 x 2 per extension tubing installation. OR YOU COULD HAVE DONE IT RIGHT THE FIRST TIME. Currently waiting on Good Guys to resolve the issue.

Delivery issue led to a day long wait and an extra trip to the store for a refund.

Purchased a fan online with delivery. Received a kitchen mixer. I am unable to travel to a store or post office to return the mixer. I completed the return form as instructed. Nothing happened. I had to call their 1300 number several times and each time was promised I would be emailed a label for a courier to collect the mixer. This did not occur.
At this point they were holding my fan hostage until the mixer was returned, but they were not facilitating the return.
I finally phoned my closest store and the staff there were helpful and prompt, emailing me the courier label. I received a refund once the mixer was delivered.
One star as I never received the fan I ordered, or a refund for postage of the mixer. Customer service on the 1300 number was 0/10. Store staff did their job. I wasted several weeks chasing this up.