The Good Guys Reviews 

Unlike the below reviews for which are unreasonable at best I give 5 stars i buy all my electrical appliances from geraldton goodguys I love the team there nothing is too much trouble lovely friendly staff who know their stuff ive never had a bad experience online in store or on the phone maybe the attitude of customers helps it costs nothing to be polite some reviews on here are utterly entitled and rude thanks for today geraldton store

Extremely disappointed with The Good Guys online purchase and their so-called “resolution” team. They do NOT disclose delivery time windows before you complete payment. Only after the order is finalised do they suddenly give you an unreasonable all-day window from 7am to 5pm, as if customers have no jobs or responsibilities.
I called to explain that I would be available after 1:30pm and tried to find a reasonable solution. What followed was an absolute nightmare. I was transferred from person to person, forced to repeat myself over and over, and treated with zero empathy or professionalism.
One staff member was unbelievably sarcastic and actually suggested I cancel the order, then casually added that my refund would take 3–5 business days — clearly said just to frustrate me further. That is not customer service, that is intimidation.
I need this item urgently, yet instead of helping, they made the process stressful, time-wasting, and disrespectful. This is one of the worst online shopping experiences I’ve had in Australia. Completely unprofessional, poorly trained staff, and a delivery system that shows no respect for working customers. I deeply regret buying from The Good Guys and will not be using them again.

Ordered a carpet shampoo machine 3/1/26. It arrived 8/1/26, not new in the box, no packaging, parts missing, no instructions. Could not find a way to contact them via their website. Online ''Chat'' is AI. Finally phoned the store it came from and was immediately given a 1300 number. Rang to be told 'it will be easiest to just take it a store and swap over'. Not for me. If I could have bought in a store I wouldn't have got it online. They emailed that day asking for all the details so they could ''get the ball rolling'' in 2-3 business days. OK, good. On 13th received a phone call telling me 'it will be easiest to just take it a store and swap over'. I said not for me, as above. Then "Oh. I'll contact the team for someone to collect". In hindsight I should have ordered from one of the other retailers who had the product at the same (sale) price. Disinclined to request a refund as now I will have to pay full price somewhere else.
Having heard nothing, phoned them again on 16 and 23 January. Email 28 Jan advising that delivered item will be collected today. However, Team Global Express did not turn up. Phoned the Online Orders office 29 Jan. They arranged for collection Monday 2 Feb - it was collected. Email today, 5 Feb, to say that new item will be dispatched tomorrow. ITEM RECEIVED and is packaged, brand new, in box. When I assembled the machine I discover than AN ESSENTIAL PART (A CAP) IS MISSING. Have messaged Bissell but fully expect them to say I have to purchase it.

My husband and I visited the Tingalpa store in Qld today and was served by Jay. She showed us the product efficiently and we purchased it at a very competitive price. She put us both at ease with her and would like to say it was a pleasure to be served by Jay. She was an interesting person and we found even though we of a different age group Jay was very easy to talk and laugh with. Thank you Jay.

Worst online experience ever. Ordered a dishwasher in Regional Victoria and they didn't pick up the order twice, it took 10 days to chase them and they had to reinstate the order a third time! I was so annoyed that I had to do all the calling and wasn't provided tracking as well as arranging tradespeople to install something that never arrived. And they charge for delivery!!! What service??? Useless customer care the store manager was full of excuses so cancelled our order and went to Appliances Online Australia and they delivered for FREE in 24 hours. That's how it should be done!!

Twice I have ordered from Good Guys Online and both times have had the identical experience. In each instance, order placed and paid for with the site indicating a 'delivery available from...' date. On both occasions, I received an email from them the day before the said date advising that the supplier has advised of a delay and it will not be delivered when scheduled. No updated delivery date provided.
On both occasions, I made multiple phone calls to their customer service number, which is very difficult to find, trying to get updated delivery dates. On each occasion, on a third phone call, both times being about 6+ weeks after the original delivery date, I was advised "it is at your local store". I had no contact from Good Guys advising of such and no one could tell me how long it was sitting there, apparently waiting for me to make further contact with them.
On the second of these occasions, after having had the first experience, I explicitly asked whether I would be advised of an updated delivery date, or would it again be left to me to continue to seek updates on delivery. I was assured, I would be advised when the item was available for delivery, however on this second occasions, the exact same experience.
This is an atrocious way to operate and I personally will NEVER shop at Good Guys again. I would strongly urge others who would like a reliable delivery date to consider finding an alternative to this company!

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.