The Good Guys Reviews 

Cat broke TV. Needed TV ASAP, found one on JB Hi-fi but sad delvery in 2 weeks. Found the exact same one on good guys website, said delivery tomorrw. Cool, ordered it. Went to check tracking next day , says "preparing order". Went to live chat, and told, nope, not in stock, should come back into stock in 2-3 weeks.
False advertising on wesbite, no update to advise of issue (I had to chase it up). Online chat staff usless.
Avoid.

I wanted to make an online purchase to the value of $500.00, however I was not able to complete the transaction as I do not have a mobile phone. Apparently without a mobile phone they can't do online transactions, their loss I went elsewhere, and I will never shop with them again.

It has been 5 weeks since the paint on my gloss front door was gouged and scratched by the carelessness of the Good Guys delivery drivers. In some way, I got off lightly because I could have had scrape marks across my wooden floor if I hadn't asked them to use a trolley to remove my old fridge. The men took the fridge out through the front door despite our saying that the double garage was a better option. They arrived several hours late and were clearly in a hurry to drop the new fridge in and take the old fridge away. I followed them out the front door and immediately noticed that they had gouged out a section of the door, which was painted a deep charcoal gloss. When I pointed to the damage that they had done, they denied it, saying that the door was already like that. As I am house proud and polish the door regularly, I certainly would have noticed any damage. Coincidentally, the fly wire door, which was held open, also had scratches that aligned perfectly with the scrape mark on our front door. The drivers vehemently denied doing it, even though I took photos while they were still at my residence. The drivers arrived in an unmarked van and failed to show a duty of care towards our property or to show courtesy when asked about the damage they had obviously caused. I immediately contacted the store and was given the details of the Good Guys Customer Complaints department. I have written several emails, called the store, and spoken to the manager, but I have not yet received an offer of compensation to resolve this matter. Oh, I have received responses from the Customer Claims department stating that they are still investigating the situation. How much investigation is needed when I have provided photographic and very detailed evidence of what occurred? I believe these delay tactics are meant to wear me out so I will give up on the claim. Well, they have their wish because I am tired of emailing and pointing out the very obvious issue—that there is a significant problem with their delivery system. I have been a customer of The Good Guys at Tweed Heads for over twenty years, and I purchased the items on September 16th, paying for the delivery in-store. Therefore, I believe my contract was with the store, and it was their responsibility to complete the transaction and deliver my goods without damaging my property or dealing with unpleasant, and frankly, intimidating, delivery people. From the number of other reviews I’ve read, I am definitely not the only one. I am saddened that the Good Guys management does not value loyal customers and seems content to let them down. I genuinely feel sorry for the Tweed Heads sales staff, who do their best but are let down by the delivery service and, more broadly, by the company they work for.

I ordered a washer/dryer combo on 16 August 2025 on the basis that the website said delivery would be 26 August 2025. As the day approached I got an automated message that it would be delayed (no ETA provided). A month after purchase I had heard no further updates so I rang and was told there was no stock in the store (though it was implied stock was in other stores). I was told the supplier would be providing more stock in early October. By 16 October I had still heard nothing so I rang again. They had no explanation and said they would investigate and get back to me. I then got a notification that my order was refunded. No explanation, no apologies for messing me around, the terrible communication lapses, and for holding onto a substantial quantity of my $$ for 2 months. Customers should not have to chase companies to chase up their orders for 2 months and an apology in the very least is owed. Absolutely rubbish company, communication wise. Avoid.

Bought an iPhone from here, and they shipped and processed it quickly. The phone was out of stock everywhere else.

Online orders cancelled due to verification fail.

Online query has not been answered after 3 days.

Phone help creates a ticket, then I get a generic email response about the type of problem I have which is of no help toward rectifying the issue.

I am extremely disappointed and frustrated with The Good Guys. I submitted a formal complaint over three weeks ago and followed up almost two weeks ago, yet I have received no response at all. The lack of communication is unacceptable, and their customer service is clearly inadequate. I will neither use nor recommend them in the future and cannot rely on them for support or account management.

I paid extra $85 for 'special delivery' which promised to do the installation and take the old washing machine but they left it here (still uncollected a week later) and scratched my floor tiles in the process. Do not waste your money and patience on their 'special deliveries'.

Also, it is impossible to raise the complaint with anyone. They do not answer emails at all and phones seem to be open only for taking new orders, on Saturdays.

good and first play

Absolutely useless! Paid for premium delivery and installation- but 2 weeks later am still being told the item needs to be picked up. My sales docket states the item will be picked up and delivered by the installer. 10 phone calls later- it's a complete debacle. The customer service team have no idea- you'll be transferred from department to department- hung up on- told 'I'm sorry you've had that experience' but no one is capable of resolving anything. Save yourself the stress and call Appliances Online instead!

I purchased a Fisher and Paykel oven and had to wait several weeks for delivery. When I made the purchase, I specifically told Steve, the salesman, that I lived on the third floor, and he assured me it wouldn’t be a problem. However, when the delivery finally arrived, two delivery men refused to bring the oven up the stairs and insisted on leaving it at the front door.

I asked them to have their manager call me, and when she did, she claimed that they needed two people to carry the oven upstairs. I pointed out that there were two men standing right there, but she insisted that there wasn’t. Despite telling her that I was currently with the two delivery guys, she said I would need to reschedule the delivery.

I explained that I had taken time off work to be there and had even arranged for an electrician, which I had to cancel due to this mess. When I called the Good Guys Auburn for assistance, Steve was unavailable and too busy to help.

The whole experience was incredibly frustrating and poorly handled. I’d recommend going somewhere else

Useless. Avoid at all costs. Online order still not delivered after a month. They won't pick up the phone when i'm trying to find out why my order for a microwave is taking so long to be delivered. Zero customer service. Better off going to Harvey Norman, who are hardly normal, but leave these cretins in the gutter where they belong. Avoid , avoid avoid. I would give it zero stars if I could.

Joesph from good guys in Cannington was great he sold me and my daughter great coffee machines with a great price and he was very helpful so thank you to Joesph

If I could give negative stars, I would.

Buying a washing machine and dryer from Good Guys Artarmon turned into one of the worst customer experiences we've ever had. What started as a simple in-store enquiry became a multi-day ordeal filled with broken promises, rude staff, and shocking service.

We visited the store near closing time and were advised by Christian to call the next day to place the order, rather than buy online, because “support would be easier.” That turned out to be just a sales tactic — the nightmare began right after the purchase.

The order was placed smoothly and delivery was scheduled for Sunday, March 21st. Despite us clearly explaining that our building has no loading dock or guest parking and that off-street parking would be required, the delivery driver Rami arrived in a large truck, made no effort to find parking, and refused to stop in a common delivery spot used by tradespeople (yes, marked as "no parking", but regularly used). They didn’t even get out of the truck — they just asked us to figure out parking, telling us to “reserve two spaces” and even suggested we “use our own car” or “ask neighbours” to hold a spot. Then they left.

We called the store and spoke to Chaithra, who was unhelpful and unapologetic. We escalated to the store manager Ryan, who said he could arrange a “complex delivery” with 3 staff. We agreed — but also asked to raise a complaint about the delivery experience. Ryan insisted the driver was not unreasonable and at one point hung up on us when we pushed back. After calling again, he reluctantly agreed to file a complaint and said we’d get a confirmation call within 2 hours and a delivery text that night. None of that happened.

Monday: We followed up multiple times. Shikha said she emailed the delivery team and would call us back — never did. Christian told us to wait “another 2 hours,” then another hour, and eventually nothing came through. George promised Ryan or Christian would call us back. No one did.

Tuesday: We called again. Ryan was “in a meeting.” Another staff member transferred us to admin, who could not give any update either. After being told again that delivery would only happen if parking was available, we gave up and requested a full refund — we didn’t want another day of uncertainty. They said it would be processed in 30 minutes. Of course, it wasn’t.

We called back again and spoke to Chaithra, who told us she hadn’t done it yet because she was “too busy answering phones.” We offered to stay on the line while she processed it — she refused. Two hours later, still nothing. Called again, and she claimed it was already processed — but we’d received no confirmation. She then went completely silent on the phone for 3 minutes before a text finally came through with a refund receipt. No apology. No professionalism. We eventually had to hang up because no one was responding.

We were passed around like a ping-pong ball between staff who didn’t care, couldn’t help, or just didn’t want to. The lack of responsibility was appalling. We were made to feel like we were the problem. At no point did anyone take ownership or show any real intention of resolving the issue.

Being told not to order online because calling the store would be “easier” was clearly just a way to close the sale and earn commission. Once the sale was made, they couldn’t care less.

Save yourself the stress. We’ll never shop at Good Guys Artarmon again and would strongly recommend you don’t either. Literally any other retailer would be better.

I am having such a lot of issues and difficulty with dealing with Good Guys. I bought washing machine online and it was out of stock I was told. Waited almost 2 months. Suppose to be delivered today - there is no driver. I was sent a text message that it will be delivered today. I am so frustrated at the moment. I will never purchase anything from this company Good Guys ever - very bad customer service

We had the best experience today at Good Guys Kawana Waters thanks to staff member Jack …..he went out of his way to help make our shopping list affordable … with his expertise and jovial manners
What a fabulous asset to have him as a staff member at Kawana Waters Good Guys Qld

Processed order for a Fridge Freezer no longer available!

We ordered online on June 30, 2025. Order number was S1211404553. Kept getting SMS and email messages saying the order has been delayed.

Eventually, I got a call then emails from a staff member called Inas M. (not mentioning full surname for privacy).

She informed me the Fridge/Freezer combo was no longer being made and offered us a couple of alternative brands. These were not suitable, so we asked for the order to be cancelled and refunded. She said this had been done and to allow up to 5 days for the refund to take place.

We waited. We waited more. We waited even longer.

I then did 3 email followups to Inas M and was completely ignored!

Finally today (September 18th, 2025) I called them. They person on the phone told me that my order was NOT cancelled. He has fixed that now, but this will be the last time we ever shop with this business. Never again. Not in store or online. Worst experience we have had in a very long time.

Bought a dishwasher from them for a tenant... thus billing detials and delivery details are different... where can we start...
1. I ordered online, however couldn't see it in my purchase history. Apparantly - i had entered the tenants number into my mobile and the order is thus only visible to that mobile?
Firstly mixing up a stranger's mobile with your mobile is a very low chance dont you think?
1b. on the delivery details... apparantly i put my name in there also! When you dont want to tenants to see your name or details, then ring up goodguys to confirm that no invoice slip is sent with the delivery... yet somehow i mixed up delivery name and billing name as well? hmm....
2. Delivery processes - cannot even leave it with the building manager in a secure lobby. must be signed and brought into the delivery - no exceptions. Honestly....
3. Installation - installation date is not the same as the delivery - it means the installer doesn't do the pick up and thus must install on separate days. ie. at least 1 day afterwards.... lesson learnt.
4. The installers had my name (instead of tenant) however the tenants mobile to confirm the installation time... really?
5. Installers confirmed with tenants 1-day before hand. Why couldnt this be confirmed much before hand? yes - delivery dates may change but seriously???
6. Speaking to the online help... advised them of the issues. Basically couldn't care less... likely heard these types of complaints before. Nor did care about fixing their own systems..

went to The Good Guys at Marsden Park in NSW. we purchased a freezer and organised for delivery. having moved home 2 yrs ago we gave them the new address but the sales person did not change the delivery address. noticed the day of delivery and started ringing at opening time 9:00am almost 15 min later the fone was answered. we told them of the error and had to wait till near lunch time to be told it won't be delivered today at aprox 12 30 got a fone call saying del tomorrow and a refund of del charge, only because I said something, no other compensation was offered. now we have to drive 25 min to go back to store to get refund after a special trip to make purchase.

Wanted 2 electric blankets ASAP. Found 2 I was after at the Good Guys at a good price and available for immediate delivery. Ordered the items. Paid the money. Entered the correct delivery address which was to an Aust Post Parcel Locker. The Good Guys Marsden Park dispatched the order with half the address missing from the consignment. This was confirmed through the Aust Post tracking information, with the advice that the consignment would be returned to sender. Four (4) working days after the Aust Post advice of the item being turned around to the sender (Good Guys) I contact the Good Guys via their online chat-bot (the only option for online orders)..... describe what has transpired... get through to an apparent human who then tells me that The Good Guys dont deliver to parcel post lockers (this was never stated anywhere on the orders area, and they accepted the address I had entered). No comment from them about why half the address was left off the delivery docket when the items were actually mailed out! They also confirmed that I just had to "sit tight" and wait until the order was re-processed in store before I could cancel the order. So yeah they might be happy to offer you a good price and indicate quick delivery times, but if you actually want the item immediately (as they promise), dont be holding your breath. And just be prepared to pay out the money and then have to wait a week or 2 (from the actual order date) before they will then process a refund. *sigh* (first world problem)