The Good Guys

Misleading and more about selling a brand that a customers needs.

Attitude reflects leadership Alex.

Good range of items. Will be able to purchase what I wanted. Were very helpful with further instructions on measurements.

Went in to buy a bissell carpert cleaner, guy I spoke with was really helpful, came and spoke to me quickly & politely, and I was on my way home happy with my purchase 10/10 my favourite good guys

Ordered an oven, was told it would take 4 weeks for stock to arrive. After hearing nothing for 6 weeks was told initially that it would be another 4 weeks. I was then told the staff member who originally sold the item would call me back shortly and hurriedly got off the phone.

When other staff member called back later, I was told there was no eta on the item ever coming in and she confirmed the original staff member just straight up lied to me and had not bothered to look up anything on the system.

I don't mind it not arriving, but not making any effort to update customers that an item is unavailable indefinitely is very poor form. Was planning to buy a dryer there, not any more. Quite happy to take your money and give you nothing.

Hi l just want to thank Christiana from the Good Guys in Bayswater for sourcing a new TV for us as the one we brought was faulty giving us an upgrade to the latest model and having it delivered and the faulty one taken back to the store in a day thankyou so much.

Toaster required. THE GOOD GUYS
again, shelves depleted somewhat but a
Russell Hobbs found.
JOB DONE!

I pruchased my TV from good guys and still under warranty, the TV is faulty, the repairers came to my house 4 times to replace few parts but still the problem is there, repairers issued a report that TV cannot be repaired and needs to be replaced, where Domestic and general said tv needs to be taken to factory, but to deal with them is wasting our precious time, I spoke to good guys admin team and they said we are losing money if they refund me, this means that they are only thinking about their pocket but not customers, I spoke to the manager, he said he can only offer me 40" tv, I did not pay money for 40" I paid money for 55" tv, I am frustrated with good guys as they dragged this issue for 6months and they cannot refund my money. SHAME ON YOU GOOD GUYS, time of advertising and when customers bumuy product you dont tell your system of warranty, you give them few dollars discount and when the product is faulty and comes as issue, you raise your hand. From now onwards I wont buy anything from you. Manager also told me he cannot issue refund, he is faking, managers have all rights to issue refund to the customers if the product is faulty and still under warranty. Below are pictures of my faulty tv, they are notworried that I have lost $2200, but when they refund me they losing millions and millions. SHAME ON THIS GOOD GUYS BAYSWATER STORE.

I rang ahead to confirm the Miele vacuum cleaner HEPA filter and bags were in stock and the lady offered to put them at the front counter for quick pickup. And as a repeat customer with sales history in the computer, they could also prepare the invoice for speedy pickup. Fantastic service.

Absolutely parlous standard of customer service for a warranty repair. My elderly father purchased a $700 coffee machine from The Good Guys, Bayswater. When it manifested a fault, he called them and they advised him to return the machine to them for repair.

My father cleaned the machine and – although it was very difficult for him to carry due to its bulk and weight – took it back to the store for repair. They called him the next day to advise that they would not accept the machine for repair and that he would have to take it away again as it was “not clean”.

I rang them, asking them to elaborate on the problem and the girl who answered my call – with considerable reluctance and some acrimony as she couldn’t elaborate without going and inspecting the machine – finally advised that some coffee beans had to be removed from the grinder and the surface of the drip tray needed to be cleaned.

(My father had placed some beans in the machine so The Good Guys could verify the fault if they so needed to do so.)

When The Good Guys had their initial warranty service discussion with a vulnerable, elderly customer, it beggars belief that they did not stipulate the conditions on which they would accept the machine for repair. If Dad had known that “no beans” was a proviso, of course he would have complied. Even more confounding is that they did not articulate any concern to him when he handed the machine over to them in the store.

I arranged with the store manager for me to travel to the store and clean the machine in situ, emphasising the distance that I would be travelling to do so, which was 83km for the round trip.

I drove to the store armed with cleaning fluid and cleaning cloths and the Good Guys staff placed the machine on the front counter for me to clean. In fact, the machine was already very clean.

As it was a bulky machine, I asked the staff whether the grinder hopper was removable so I could extract the beans. In response, two of the staff members inverted the machine to remove the beans. That was the next gobsmacking aspect of this customer experience. If they had the willingness and capacity to solve the problem, why did they require me to travel 41.5km to observe them fulfilling that task?

The drip tray had been taped to the water receptacle by The Good Guys for transport. To avoid giving The Good Guys any further grounds – real or manufactured – for rejecting the warranty request, I removed the tape and tray and checked the cavity underneath. It had a thin film of dried coffee residue in the receptacle underneath. (Incidentally – that had not been visible to the girl who had inspected the machine during my call.) I spent five minutes cleaning the receptacle, with the exception of some small, difficult-to-access recesses which I could not readily reach with my finger and the cleaning cloth.

A Good Guys counter staff member then gave the machine and the parts an exhaustive inspection and pointed out that the meagre traces of residue in those difficult-to-access recesses still needed to be cleaned before the machine would be accepted for warranty repair. By this stage, it was evident that the staff member’s bizarre and puerile response was little more than an exercise of power and expression of contempt – behaviour one might expect in a kindergarten but hardly from a person employed in a customer-facing role.

I dutifully applied cleaning fluid to the tips of the cleaning cloth and squeezed them into those tiny recesses until that receptacle was as sparkling as the day it emerged from the factory.

Needless to say, I would not go near this business again with a barge-pole, let alone spend my hard-earned there.

Went there to buy an appliance. Browsed for about 15 mins while three sales staff chatted amongst themselves. However disappointed to find after calling a sales staff over that the models I wanted to purchase were all out of stock. No attempt by the sales assistant to check other stores stock. Only the most expensive models were left in stock. I don't know why I even bother going into these stores these days, mostly a waste of time with their poor stock management and poor customer service. The least they could do is post a sign above the items that are out of stock indicating this, instead of wasting your time selecting an item first, then finding someone to assist, only to be told coldly that there is no stock, and invariably they are clueless about when new stock will be available.

Beware when they try and flog you the extended warranted/gold concierge. My fridge started leaking. Rang the appropriate number to lodge a repair claim. Firstly call centre NOT in Australia. Took over a two weeks for repair guy to come. Was here two minutes. Said a new part to be ordered. 10 days later I am still waiting. Floating floor and cabinetry damaged and continues to get worse as my fridge continues to leak. Have spent hours on the phone today trying to get someone to help me. Rang Premium Repair Service who told me it was with Domestic and General Insurance for 'approval'. Suggested I call them and gave me the number. I was on hold to Domestic & General for 48mins before I hung up in disgust. Rang Premium Repair again and they transferred me to a holding loop. It is just a con to try and get more money out of you. I am very, very disappointed in both the Good Guys and the various insurance & repair companies they are associated with. While I type this I was on hold (again) with Premium Repair Service 14mins & 35seconds and counting. Should have saved the money on the "Concierge Gold Service" (what a joke) and just paid a tradie to come out and repair my fridge.

Purchased Tv that was last one in stock, called to discuss delivery only to find out they had sold my tv to someone else
Its been 5 weeks and I'm waiting on back order of my t.v.
Solution from good guys was to lend me a tv until my new one arrives, great only to find the lent t v has issues with the sound matching the voice.
Overall not a great shopping experience

Would not price match with every other physical and online store within the area when they are $30-$50 more expensive. I did want to ask about a second item but was hung up on

I walked in for a fast charging cable was giuded and helped quickly I had excellent service for this occasion

Awesome staff, they seem to know their products through use and can relate and recommend based on this. Very helpful. Good deals.

Had the tablet the wife was looking for at the best price I could find. Excellent job. Staff were friendly and helpful.

I was in there for about 30 minutes looking at different items. Plenty of staff around and not once was I acknowledged. Walked out.

A very bad phone shopping experience.an Indian accent guy, named Sam, very bad attitude towards customer, like customer owes him money, very arrogant.

I ordered something on line and when I went to pick it up, I parked the car and walked to the entrance and saw a sign that said I had to go to the loading dock around the back of the building. So, back in the car, drive around the back. Park the car and stand outside at the loading dock while the went to get my item. Ok if I was picking up a fridge or a washing machine, but a home use shredder?

I have been to and bought many items at the bayswater store. Today i was very disappointed. Staff were not to been seen or attentive to customers. I had to wait 30 minutes for a staff member to be available. The item i wanted to buy wasn't in stock. I felt like am I really customer who wants to buy anything here.