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.
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The Good Guys is a chain of consumer electronics retail stores in Australia and formerly New Zealand.
