Review Time
I bought a washing machine from the Good Guys in Helensvale and it broke down after 3 months. They have a refund policy on their website but they 100% have refused to refund me. I have a useless piece of rubbish and they don't want to know
After the sales lady at Tuggerah convinced us TCL TV's are good we have spent 18 months trying to work out why the TV keeps Buffering. NBN good, WIFI good. A TCL cannot handle the data. Cheap crap do not buy!
Do not trust the sales peron on the floor. They lie to get the sale. As an electrician i never questioned the poor quality TV sold to me and i purchsed. So much time wasted looking at NBN and Wifi connection. it all came down to a terrible quality TV sold through Good Guys Tuggerah. Dont trust the product or sales people on the floor.
Starting again and a new TV works great. Dont buy TLC or trust floor staff to tell the truth.
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.
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.
I had an incredibly frustrating online experience. I ordered a dishwasher in Regional Victoria, and they failed to pick up the order twice. After spending 10 days trying to get in touch, they had to reinstate the order for a third time! It was incredibly frustrating to have to make all the calls myself without any tracking information, while also trying to coordinate tradespeople for an item that never arrived. Plus, they charged for delivery! What kind of service is that? The customer support was lacking, and the store manager only offered excuses, so I decided to cancel my order and went with another service that delivered for free within 24 hours. That’s how it should be done!
I purchased a new washing machine from a retailer on 24th November 2025. The delivery took over a week. Upon installation, it was done incorrectly, leading to a water leak at the back. When I first reported the issue, it was mistakenly categorized as a product fault, sending me to the wrong department, and this happened twice. I attempted to escalate the matter, but the supervisor would not engage with me. The online customer support team often spoke too quickly to be understood and seemed more focused on transferring calls than addressing my concerns. The assessment organization I was referred to would have charged me for an assessor visit, as the issue was due to installation, and they were quite rude. Eventually, I managed to speak with a customer support agent who didn’t transfer me, but instead sent me an online form to process my refund and return. A 20% fee will be deducted from my refund since the product was unpackaged and installed, plus I have to pay for re-delivery. This retailer used to be great, but not anymore.
Extremely dissatisfied with the service received. After purchasing numerous appliances over the last two and a half years for our new home, our dishwasher experienced a malfunction due to a faulty motherboard. We've spent THREE WEEKS trying to get assistance for a repair or replacement. The dishwasher stopped functioning three months after the warranty expired. We had to hire an appliance repair service to address the manufacturing defect. The support team is simply giving us the run-around, claiming they are "escalating" the issue, but no one returns our calls, and they leave us on hold without follow-up. We are considering reaching out to consumer protection authorities after reviewing the relevant laws. When we request to speak with a manager, the staff member on the phone claims he is too busy managing the store alone, suggesting that a call back must have slipped their mind, or that they are unaware of the issues they face upon starting their shift. The excuses are absurd.
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The Good Guys is a chain of consumer electronics retail stores in Australia and formerly New Zealand.
