The Good Guys Opiniones 

I can only echo how dreadful the online ordering experience is. I paid extra for next day delivery and heard nothing on the delivery day until I chased them up via the painful chat (only available method - no surprise there). The product was on back order and might be shipped in a few business days. Fraudulent and misleading delivery/shipping information. NEVER AGAIN.

Haven't delivered my monitor until now. It's been almost three months. They are the bad guys, not good guys. Support guys are rude and useless, no help whatsoever.

Good service; bad product!

I bought a “ChiQ” combined washing machine & dryer.

Sounds convenient? Hell NO!!!!

It takes a simple process (washing them drying clothes) and drags it out, doing everything you don’t want it to.

Never before have I had so many problems getting the damn machine to do what it’s supposed to do. So. Bloody. Awkward.

I have no idea why The Good Guys would sell utter garbage like this. I’d die of shame if I got caught selling products this bad!

Avoid ordering online from The Good Guys if you expect reasonable customer support when something goes wrong.

I ordered a Franke sink online that arrived completely smashed and unusable right out of the box. Shockingly, the packaging also contained rubbish—a used toilet roll and a business card—which is completely unhygienic.

I immediately provided 10 clear photos proving the major failure and explained the urgency: I had a licensed plumber scheduled for installation two days later. Instead of taking responsibility, their online customer service team pushed all the effort onto me and hid behind rigid templates:
Shifting online faults to local stores: Despite this being a purely online order, support tried to pass the buck off to my local brick-and-mortar store (Auburn), telling me to either lug a massive, broken sink into a store myself or wait for store staff to handle a fault they didn't create.
Imposing unreasonable customer burdens: They demanded that I print my own return consignment labels, package the item myself, and stay home all day for a courier pickup to fix a disaster that originated entirely on their end.

Ignoring ACL rights & consequential loss: Under the Australian Consumer Law (ACL), a major product failure entitles the consumer to an immediate remedy and compensation for reasonably foreseeable consequential losses. Because of their defective delivery, I was forced to cancel my plumber at short notice and incur rescheduling fees—a financial loss they completely brushed off.

No stock, no actual solution: After forcing me through their bureaucratic return hoops, they casually stated there was no stock available across any store to send a replacement, offering zero practical solution for the major disruption caused.
The Good Guys Online showed zero accountability, zero customer care, and a complete unwillingness to uphold basic statutory consumer rights.

Whatever happened to customer service? I am an older woman with arthritis, who lives alone, so I paid to have my new dryer delivered. The two delivery men brought the dryer into my house to the laundry, but when I asked if they could help me just lift it onto the bench where it was to sit, they told me they ‘are not allowed to’… and left. They can carry it to the laundry, but not another 80cm onto the bench? I remember the days when they would have offered. Customer service standards are just so low these days, and the Good Guys clearly not only have cheaper prices, but cheaper standards too. The saddest thing is they actually don’t care, as long as they keep making profits.

Paid for delivery & installation of a fridge - advised we have a few stairs which was noted on the invoice
Delivery guys refused to bring fridge in, left it in all its wrapping in our garage
Can’t contact delivery department as online only & they ignore messages, phone calls to store ring out
Meanwhile we just put all our food back in old fridge and what? Ignore that we just paid thousands for a fridge we cannot use?

I had one of the worst experience! My husband and I had so many problem with our delivery for our vacuum and Other products We have called so many times the customer services as well to try to fix the problem no resolution.
We were missing 2 items. The tracking number was given to us and to a different man as well. We were expecting the delivery to arrive and delivery that never arrived ( camera show that no one came !) .
First part was to message the shipping company that told us that the who packed our deliver of the Good Guys sent to a different address to a man. Than I called the Good guys custumer service and told that was not true and our items were at the airport and to stay home on Monday for the delivery. Than Monday no delivery arrived and received a message that was at the post office and 40 minutes later the man that had my same trucking number went and picked up half of the items. Called the Good Guys custumer service no resolution all the phone calls. No reference number every day suppose to receive a phone call from custumer service to receive an update and no update. This is a short story for a nightmare. We asked refound or a new vacuum to be delivered and nothing moved. Advice go somewhere else to buy!

1st time Tried to order a new stove, no one came to assist after waiting 30mins left.
2nd time: managed to get someone this time, tried to place order, 3 computers not working finally get one working at front counter. Now have a receipt saying online order instead of instore. Good guys unable to organise in house installation due to computer issues. Had to organise it myself. Was told one to two weeks for delivery, its now past that and website says it is still preparing the order.
Tried calling the store no picks up.
Tried looking at website for options, it is rubbish, everything comes back to call the store.
Ended up getting a customer care email address from outside complaint resolution website. Will have to see what response I get from them.

NOT THE GOOD GUYS. Is there a point to adding another 1 star review??? Gezzz . I wish I had checked Trust Pilot before shopping with them! Try to return something and 'customer care' does not reply to any manner or contact!! DON'T SHOP WITH THEM! Let them disappear from the market in a pile of bad reviews.

I attended the opening of the new Aura store today. I understand that many of the staff are new and need to learn about the business but I could not be more pleased with the service I received. There were so many people in the store but the staff were not hassled by this. I was served by Fletcher who answered all my questions and knew every answer. He was so friendly and helpful and if they keep staff members like this, the store will thrive. Unfortunately when I went through the checkout I didn't get the ladies name but that lady was so lovely too. Customer Service is the biggest draw card to get people to come back and if there's more people there like these two, I will always be back.

We had a faulty refrigerator that required two service calls. The service technician was prompt and helpful. The Refrigerator required replacing, it was no hassle and within 48hours we had a replacement delivered on time. The instore (Osborne Park) and manufacturer support was excellent.

Ordered a Clothes Dryer on 26/7 and now 24/8 and still have not received it. Winter will be over and will not have a need for it. Was on Special........

Whilst I like shopping at the Good Guys, if you have an issue their after sales service is rubbish. I am trying to log into my account without an luck. I called and was directed to their online chat, BUT you must select a standard response bubble to continue ... there are NONE that relate to account issues. I then rang the store back who referred me to the support team, who couldn't help, and then transferred me to the customer care team that closed 10 mins ago! Why transfer me if you know that department is closed. I've been trying to sort this out for 1 hour so far and can not get any help ... not good enough Good Guys!

Returned a dryer unopened and refund was advised to be 2-7 days WTF it should be as fast as you took my payment.
It makes a difference as I paid via a DEBIT (my cash) card not a credit card (someone elses money I do not pay for for 30+ days).

In store services are good, I got many products price matched. But online shopping not at all, I ordered a phone yesterday, went to confirmation page, day after they cancelled it with no explanation! No answer! No call center! No one responsible! No apology!

Lack of customer service, when clearly documented after 10am for delivery! People work and have commitments, I booked delivery date 8 days in advance for that reason.

Service in store - awful
Ordered online instead
Chose a delivery day and time
Washing machine “dropped” off side of truck - no hydraulic platform
It was then found to be smashed on the inside door (glass inner section)
After the guys had left !
Other items on order - not delivered
Tried calling help centre - sent round in circles and eventually a recording said “the best way to contact us is through Orr chat function for online orders”
Tried that - chat function sent me around in circles.
Tried calling the local store - they refused to help and sent me back to the online number.
Sent photos & pleaded for assistance.
Did not hear anything until the next day.
Then told another delivery could not take place for 7 days !
Still no one could tell me when these other items would appear.
3 days later - receive a tracking card in the post to say I had “missed the delivery” and had to drive out to a parcel depot 3 times further away than the local store.
Are you kidding me…
Washing machine contact from GG then refused to help me cancel that section of the order
They sent me back to the number for the online store.
Called
On hold for 20min
Requested a refund
But they could not give me a refund until they received the goods back in their possession as they were still at the depot….
Still waiting…on refund
Still waiting on a washing machine that I paid for.
Sitting now in a laundromat waiting for my clothes

Nice work GG
Lucky I work for a company where my role is purchasing white goods for worker accom all over Australia
Guess who won’t be getting our National business…?
What a shit show

Welcome to The Good Guys: where every simple problem comes with a bonus level

Buying a microwave from The Good Guys should be a fairly simple experience.

Apparently not.

I ordered a Panasonic microwave online on 27 July. Delivery was promised for 31 July.

31 July came and went.

Eventually the appliance was sent out. On 5 August the courier apparently attempted delivery. My wife was at home waiting specifically for it. No phone call. No intercom. No knock on the door.

But according to the tracking system, the driver decided it was “unsafe to leave”.

So the microwave was sent to a parcel shop and I went there myself to collect the product for which I had already paid for home delivery.

At home I opened the box and discovered several dents and other physical damage to the microwave.

At this point I contacted The Good Guys.

And this is where the fun really started.

After a considerable amount of communication, the Online Customer Solutions Team kindly promised me a new, undamaged unit.

Excellent.

They then forgot to arrange the collection.

Not my words — their own representative admitted in writing that they had “missed out on booking collection for today.”

So I was asked to nominate another weekday.

Unfortunately, I work for a living and don't have unlimited weekdays available for sitting at home waiting for The Good Guys' courier.

My next suitable weekday was 28 August.

So, according to The Good Guys, after buying the microwave on 27 July, I should wait until 28 August just for them to collect the damaged appliance.

I asked whether someone could actually make a reasonable exception and help solve the problem.

No.

I offered to bring the microwave to their Tempe store myself by Uber.

No.

I asked for the case to be escalated.

Apparently I had already reached management and there was nowhere else to go.

At this point I discovered another fascinating feature of The Good Guys experience: their online support system.

If your problem fits neatly into one of their predefined buttons, congratulations.

If it doesn't, you enter a digital version of Groundhog Day.

Choose an option.
Go back to the menu.
Choose another option.
Go back to the menu.
Repeat.

Eventually I discovered the secret combination: I selected “Cancel Order”, even though cancelling the order was not actually what I was trying to do.

Miraculously, this finally got me through to a human being.

The human being was helpful enough to explain that the store would deal with the problem.

Unfortunately, when I asked whether the store was actually instructed to provide the new undamaged microwave that the online team had already promised me, I could not get a clear answer.

Instead, I was told that the store would provide “the best resolution as per your preference”.

So apparently the workflow is:

Online team: “We will provide you with a new microwave.”

Customer: “Excellent. Can you please confirm that?”

Online team: “The store will decide.”

Customer: “So does your promise actually mean anything?”

Online team: “The store will decide.”

This is less a customer-service department and more an organisational escape room.

Eventually I decided that I had spent enough time communicating with The Good Guys and took the damaged microwave to their Tempe store myself.

The final result?

The store checked their system and told me that there were no units of this model available anywhere.

So the “new undamaged unit” that I had been promised was not actually available.

After all that waiting, emails, chats, collection arrangements, missed collection arrangements, automated menus, human agents, management escalation and promises, the entire replacement process turned out to be impossible because there was no replacement stock.

I received a full refund in the end, so at least the financial part was resolved.

But the customer-service experience was extraordinary.

The damaged microwave was not the biggest problem.

The biggest problem was the complete lack of coordination between the different parts of the company.

The Good Guys managed to turn a $407 microwave purchase into a multi-week customer-service project involving couriers, parcel shops, emails, automated chat menus, multiple customer-service agents, a missed collection, an attempted escalation, an Uber proposal and finally a trip to the store — only to discover that the promised replacement apparently did not exist.

If this is what being a “Good Guy” looks like, I would hate to see the bad guys.

tried ring Mile End store and phone would not get answered. when it was answered they hang up.did a click and collect order and still waiting after 8 hours for a $50 product

The call centre staff are helpful and polite. They politely and realistically suggested the clearance items had expired and/or sold out in my local stores. DO NOT trust clearance items availability. Please call the national call centre. I was unable to talk with the local store over the phone.
When on site, the staff at my store were very helpful in providing value for money options and offered extra services without being pushy. Greatly appreciated.