Goodguys Reviews 375

Terrible service and communication, ordered good to the value of over $3k was informed that 3-11 days for delivery over 5 weeks later and they will not reply or update me as to the delivery of such goods.
I understand that from time to time (especially in recent times that impacts outside of their control may impact them) but a business of such level that has held hard earned cash for so long that has failed to deliver on their original promise needs to at least keep their customers Informed. Treating customers with no respect and lack of care deserves no business.

I ordered a TV online to put in our extra room. I ordered this on Jan 19th, and it is now Apr 4th. No email, no sms, no nothing to tell me the status of my order. I emailed customer service 3 to 5x to follow up. I've been told the same script.. 'your order is being processed, blah blah blah'. I escalated the case & was to told they will look into this. That was a month ago and still nothing. Nada. Kaput. I don't think this is the proper way to do business.

Just attempted to buy new Gas Top and Rangehood from The Good Guys O,Connor.
Waited a considerable amount of time for sales assistant to finish with another client,.this I accepted but to then be treated with a very condescending attitude was unacceptable.
She did not have knowledge of Gas top we wished to purchase.
Then she walked off and answered a phone call for considerable time while supposedly serving us.
We left the shop and went to retrovision where we were treated with respect.
We purchased what we needed at a cheaper price than what was offered at The GoodGuys.

I really cannot speak poorly enough about the Good Guys online store. Customer service is just non-existent. Due to what I imagine as an incredibly high volume of complaints, they actually no longer let you call up to enquire about online orders, even when they are missing in action.
Same story as so many on here, ordered an appliance, no mention of any stock issues. 1 week later the solitary customer service text came through to say there would be a delay. Nothing after that. Eventually four weeks later I cancelled the order, and once again got a text to confirm this cancellation (though reading these reviews I should be happy I even got this.) Re-ordered the same appliance with Appliances Online for $150 cheaper including free delivery. Delivered the next day. Luckily I was on the position to do so, many others cannot have this luxury.
I, like many others, shall never be shopping with this company again, who have absolutely no regard for their customers.

I ordered a Nvidia Shieldpro online on 6th March and I received confirmation that my order has been received. That's all I have received. As there is no one to talk to I contacted them online on the 18th March to get an update but still no response. The product is now available in stores so the supply isn't an issue. I don't know when I will receive a reply or my product. This is bordering on being a scam.

10/03 I placed Order Good Guys O’Connor WA LG Dishwasher + installation,& Samsung Washer. Toll text said 14/03 Samsung was to deliver, no LG, and installer not til 31/03. As a busy GP I must cancel my patients to take delivery, so I rang O’Connor at 9am 14/03, spoke to floor manager. Insisted delivery of both products occur on one day, same day as installation. Can’t cancel 3 days of patients during Covid, clearly asking delivery of 2 products & installation to be on 1 day! He said they were getting LG Dishwashers that day & my 2 products would be sent together on same day. Installation couldn’t be booked for 2 weeks. We agreed to cancel install and refund me, & deliver 2 items together on 15th.15th I rang store to ensure 2 items would be sent together, but told just the Samsung was again sent alone. This cost 2 days lost income, patients moved and inconvenienced, delayed care. Disregarding a simple request has cost income, delayed care, unnecessarily risking patient care, 100% fail team!

Iphone 13 mini advertised for good price. Delivery wait time said 14 days. It has almost been a month and I was told that their supplier cannot give them an update as to when delivery will be made. Emailed on line and spoke to the Rockingham branch, who was very helpful, but they also attempted to assist me without any luck. Very Disappointed as it is a phone that my daughter bought with her hard earnings so that she can use it in her first year Uni.

Purchased a product online 1 month ago. Product was in stock.
Funds taken from my credit card.
1 month later & no product.
Multiple emails. No response.
There telephone CS team won’t help you.
For a tier 1 brand, the service is woeful.

Below is a copy of the email I sent to The Good Guys' head office detailing my experience:

Hi there,

I hope you are having a better day than I am having. If you’ve had to deal with the rude, abrasive and needlessly condescending staff at your store in Kotara, you would NOT be.

I placed an order for a dyer through your website on 20 February, 2022 (order number 113516097). On 10 March, 2022, I contacted the Kotara store to see what is going on with my order as I hadn’t heard ANYTHING from them regarding the order except fort the automated confirmation email that was generated.

The first call was at 11AM. The man who I spoke to was completely disinterested in helping me and couldn’t have cared less about me as a customer. That is fine. I don’t need to be cared about. I cancelled the order.

The man I spoke to said I would receive email confirmation that the order was cancelled.

I didn’t receive any communication at all.

I called back today, 11 March, at 12:38PM to follow up. The woman I spoke to was rude and abrasive from the get go. Clearly, looking something up on a computer is the worst thing anyone could ever ask her to do. From the way she was talking to me, it was clear that I am the scum of the universe and looking something up on the internet is tantamount to the most vial of torture.

Having gotten off the phone from her in tears, I STILL DIDN’T HAVE CONFIRMATION THAT MY ORDER WAS CANCELLED!

I called the Good Guys Maitland store in desperation. This was 12:43PM, 11 March. The lady there was kind and helpful. She called and dealt with the Kotara store for me. She returned my call moments later and assured me the order had indeed been cancelled.

This experience has been GARBAGE. I understand the delay in the dyer, that is not what I’m upset about.

What I am upset about is the complete lack of communication. I spent $872 with the Good Guys and didn’t hear word one about my order. Then, when I seek out communication, I am treated to absolute rude and disrespectful communication.

You’d think the bad experience would end there, but you’d be wrong. You can’t even send through information confirming the order has been cancelled. Again, when I seek out communication on this, I was treated atrociously.

I hope the team at the Kotara feel really good about themselves. They must really get a kick out of talking down to their customers. Why else would they go out of their way to make my day crap and make me feel like crap over a 3 minutes phone call on 10 March, and a 2 minute phone call on 11 March. Let them know they succeeded in their mission to make someone feel badly. Let them know I cried. They might get so excited the next person who enters their store won’t be treated like garbage.

I contacted Appliances online yesterday (10 March), placed the order online for my dryer. It cost me $300 less than what I paid at the Good Guys. It was delivered this morning. I have done three loads of laundry in it. The guys who delivered it took the packaging away FOR FREE!

I will NEVER be shopping at the Good Guys again. There is absolutely nothing you can do to salvage this customer relationship, though from the service I have received, it is obvious that, aside from the lovely lady at your Maitland store, no one employed by the Good Guys gives a damn.

Here’s the thing though. This was, without a doubt, the worst experience I’ve ever had with any business. I will now make it my mission to share my experience with the Good Guys everywhere I can.

All you had to do was communicate, and I probably would have just waited for my dryer to arrive.

Worst regards,
Britten

Every time I buy something from Good Guys I vow never to again. The customer service at Joondalup and Clarkson stores is non existent. They have a bank of cashiers waiting to take your money but no one on the floor the help you. When you do catch someone’s eye it’s like you have disturbed them from doing something more important. Only bought from them recently because I couldn’t find the product anywhere else. I was going to buy a new toaster as well but didn’t want to give them my money.

I purchased a Panasonic Convection microwave from Good Guys only to find that the depth of the microwave’s depth was too big for my countertop. Returned it to the store the following day for an exchange NOT a refund. As the appliance was quite heavy for me to negotiate back into the box the side seam of the box came slightly apart. This was noticed by the salesperson who immediately told me that 10% of the purchase would be deducted from my replacement purchase $58.30 for them to put a bit of sticky tape on it. Outrageous policy & definitely not aimed at retaining customers, they have lost me as a customer.

Great customer service and they delt with rude behaviour amazingly. The patience and welcoming workers are incredible even if the customer was arrogant

Fantastic customer service at Good Guys Kotara from firstly Joe, who organised everything for me so I just had to walk in and grab my 2 washing machines. Secondly to the 2 beautiful girls at the service counter that helped me with my purchase. I was very impressed with how helpful and friendly the staff were. I will definitely be back. Thank you.

Promised by salesman that headphones could be returned if found to be unsuitable. Store manager was not interested in the salesman’s promise.

The headphones were opened but definitely not used

Got in the store looking for a fan, unfortunately nobody came to offer any help. Spent nearly an hour expecting some assistance that never came... not going back!☹️

I bought an 10kg LG Top Loader washing machine, one year ago which does not wash clothes properly, rips your clothes when you set it on ultra high spin, and if you set it on low spin our clothes are still quite wet and can not lift the washing basket due to the heaviness of the wet clothes, I informed the Goodguys (NOT) of this within 6 months of my purchase. But hey, the Goodguys (NOT) could careless and could careless that the washing machine is a hazard, they sweet talk you into buy the concierge warranty of $300 when I contact them and advised then about the faulty washing machine, they send out an LG bias technician (twice) who reported back that the washing machine is fine. After advice from consumer Affairs, I wrote back to the Goodguys and advising them of Section 54 (Consumers have the following guarantees in respect of goods: goods are of acceptable quality—that is, they are safe, durable and free from defects, are acceptable in appearance and finish and do what they are ordinarily expected to do (ACL section 54) again, they could careless, they made a sale. I now have get a 3rd party independent assessment from a technician and if the washing machine is faulty (which it is), I will then need to take the matter to VCAT.
I would never recommend anyone to buy from the Goodguys nor purchase their concierge warranty.

Purchased new laptop from Tom at Carseldine Good Guys. Great service and knowledge as well as good price.
After sale service provided by Tom was outstanding as I returned having created issues getting computer set up. Tom was patient and understanding and persisted until the issue was resolved, totally.
Very happy customer who will return to this store.

I recently had need to purchase a Samsung Air Purifier from the GoodGuys - Kotara. They advised they were out of stock but expected them to be in store in about a month. I paid an ‘over the phone’ deposit of $200 in early October. I phoned them early November and they advised they did not have stock and that it would be another month before they would receive them. I then received a text in mid December letting me know it was now at the store GoodGuys - Kotara to pay the balance a pick-up the item.

After travelling an hour to the store, and paying the balance, waiting for another 30 minutes in store, I approached the service desk to ask what was happening and was advised they couldn’t find it. They then agreed to pay the cost of delivery when it was located.

I reconsidered when I got home, still being quite annoyed about the situation. I phoned the store, no they had not found it, and I was just told it was just ‘over sold’ (even though it was legally mine as I had paid the deposit and waited months). I asked for a refund. I was advised (on a Wednesday) the refund to my credit card could not be done over the phone, that I would need to supply further information about my credit card, which was done, and that refunds of this nature only occur on Wednesdays???? - eight days after the purchase.

Since I have not had a refund or even been advised that the paperwork had been processed as I had requested, and therefore no confidence in the competency of GoodGuy’s - Kotara in either their sales of accounting departments I had to drive another hour there and back to obtain my refund. When I got there they wouldn’t give me a refund because they didn’t know whether their ‘Banking Section’ had already done it. After another half hour wait it was confirmed they had not refunded my money so after nine days I was finally refunded. Never again!

I gave Good Guys North Lakes opportunity to respond to this complaint by email before posting but absolutely no reply or response.
Dear Good Guys, North Lakes,
I wish to complain about our experience with your advertised online Click and Collect Service. My wife is familiar with such services and I have been able to assist her many times with regard to such purchases.

Unfortunately, yours did not work in the same way. I concede that her purchase did not nominate me as the person coming to collect, but my wife did not see this option in the process and would have, if obvious, as she is used to such processes.

The notification to her from your store was prompt and solicited considerable detail about when coming, colour and registration of vehicle, etc. She notified of my arrival. I found the designated place to park and got out. After about 15 minutes in the inclement weather, I finally went into the purchase area of the store as no one had come out. Then there was a further wait, despite two staff and only one customer being served.

I showed the order number from the text on my phone, but was informed I had not been nominated in the purchase process. From then on I was offered no further assistance, advice or help except ‘Sorry, nothing we can do’, even though I had my wife on the phone who could have supplied further information or sent an email. I was just ignored from then on with no concern or problem solving attempts, the option needed was on a purchase form gone and not able to be retrieved. There must be some way to properly supply further information to correct this oversight.

I realise your counter staff may not be able to make a discretionary decision themselves, but all round this has been the most unsatisfactory service and unpleasant experience we have had in the extensive use of such purchasing options.

We are still without the purchase unless having to make a further and rather more inconvenient trip and would be grateful if there is anything you could to mitigate the difficulty in some way in trying to complete this transaction.

Yours sincerely,

Worst retail experience in my life...
Yesterday I placed an order via their 1300 website number for a new microwave. An SMS order process took place and my order was successful (after my bank verified me via sms code). The successful order page at the end of the process advised that I would receive an email to confirm when I can collect. After not receiving the email, I rang their 1300 number and was told I should ring my Bank as payment did not go through even though the order said it had gone through. I rang my Bank and they said the problem was on The Good Guys end as my Bank had approved and authorised the transaction. It turns out after hours of being on hold and escalations that the person that setup the original order picked the wrong profile of me that had corrupted data, the wrong email and that the person should have used the correct profile which is why Good Guys rejected my payment method. They asked me to place another order via a new sms order link that was connected to the correct email / profile and that this would fix everything. I did and waited aprox. 3 hours but still no email. I rang the customer care number and after around 45 minutes was told that this order will also not go through as they will not accept the credit card (my only form of payment) because it was rejected by The Good Guys yesterday. So I said "because of Good Guys screw up yesterday, you wont accept payment from a customer that has been loyal to Good Guys for 10-15 years??? " I reminded them that my Bank had authorised both transactions and even validated it was me by verifying the sms code they sent. The person on the phone, Kelly escalated to a team leader who advised her that they would not fix the issue and not process my payment. So even if I ever did want to do business with them in the future, which I would never, I could buy something from them with my only credit card. Not such Good Guys I'm afraid. This is truly a horrible customer experience.