The Good Guys

Would give them 0 stars if it was possible!

Occasion 1: (Jan 2022) Went in store to purchase a vacuum cleaner. Had to wait for at least 20 min to be served despite asking the front desk twice. In the end nearly everything was out of stock and they would only sell the display model at RRP.

Occasion 2: (Feb 2022) Went to purchase a fridge. Again was advised out of stock and to come back in a week's time. Now they are saying still out of stock and the price is magically $400 more and they are refusing to honour the original advertised price.

Been shopping here for a long time over the years but now there is obviously a change in management. There WILL NOT be a third opportunity for them to stuff up.

Staff member sold us products that were “in Australia” but had to be transferred and would take a month to transfer. Called weeks later advising manufacturer not able to fulfil order. Refused to accept had provided misinformation to customers to get the sale. Refused to find alternative product or solution to the problem.

Argumentative staff member and much younger manager unable to recognise how to address customer service issue.

Decided on full refund and to avoid shopping with Good Guys again, as I might as well use cheaper online stores where they at least know how to communicate with customers.

Update 2022: Have been going through a returns process with the staff for over a month now. Each time I get told that someone from over east will call me on the same day, with no assurance of timeframe for resolution or assurance that I will actually receive the phone call. When I ask if they can follow up I'm told to call back. When I call back I wait on hold for up to 20 minutes in some cases. It's a strange world when Harvey Norman next door delivers better service and better prices.

Pretty inconsistent customer service. The staff member who sold us our coffee machine a few months back was amazing, I wish I remembered her name but she was a super star!
Tech staff weren't so helpful and the returns process was very complex, I waited around in the area they told me to wait while 3 staff stood around the TVs chatting. Was offered a refund for the product without discussing any other options as I wanted to find an alternative.

My wife and I recently had the pleasure of calling into your O'Connor' store to investigate buying a new coffee machine.
We were set on buying another machine that automatically crushed the beans until we spoke with Tina and a Nespresso representative who's Customer service and product knowledge was exceptional!
It was clearly explained to us the benefits of the pod machines and their disposal process.
We purchased a Nespresso pod mschine and highly recommend this department should you have any questions regarding buying a coffee machine.
Thank you for the experience Good Guys O"Connor and congrstulate your 2 x fabulous on floor people.
Chris & Dayle.
Como.

I backordered and paid in full for two Aircond units in August 2021 and didn’t get them until end of November 2021. They had arrived in late September 2021 but nobody told us.

We organised a delivery slot but nobody showed up. When we rung which were told the units hadn’t actually all arrived. Would be great if we were notified.

We organise another delivery and again cancelled without notification. Again because they couldn’t find the unit in the warehouse.

Third attempt was a point to point Instatruck courier which was late because the driver was having a rest in their Carpark after picking up from the warehouse. Compressor unit tipped onto the side on delivery.

Bought an Acer laptop for our son less than 12 months ago and had problems with it. Took it back and got laughed at because there was damage to it. Said it was void. His grandmother went back with it and a diffferent salesperson said that is the 4th one of them back today with the same issues then the guy who served me the day before apparently to check it out. Later that day she got a call saying it was void because the serial number was removed off the back. Well there is a serial number on the inside anyway if they didn't know that. What do they think we were going to give them a stolen one to fix. Rang Acer can't get through to them. $1000 laptop, 3 years extra cover $145 total amount wanted at Good guy's $1145. Another computer shop also said it should be covered under warranty regardless of serial number missing etc. What a disgrace. Will never shop there ever again including all my family members who spend $1000s of dollars there every year. Customer service is the most important part of sales. Without it you are not a salesperson and I'll be taking the matter further with the ombudsman against the good guys if something doesn't get sorted with it. Disgraceful service from the guy who laughed at me when I walked in to the phonecall obviously he was involved in at the end. The Good Guys? I don't think so. Worst service ever award from me.

Previous review was on service.this one is on dodgey product.received a range hood.open it up zero packaging on the inside, just the item floating in a box, it has clearance written on the box on the outside.call them, oh another store must have sent it, we need to order another but our system can order it unless you pay for it again.then refund you.really.trying to get away with dodgey dealing.are you owned by Harvey Norman?

I went to find a coffee machine at O'Connor in WA and found that the sales assistant was very knowledgeable, assisted me to find something in my price range that met my requirements and she was also very pleasant.

Bad service! Went there yesterday and waited for 1h asking to get someone to help me to get my product and no one down for helped. Really rude staff!

Great manager here and friendly sales floor staff. Older lady at the counter could be more friendly, been here multiple times and had the unfortunate experience of having to deal with her both times.

Went to the store yesterday mid morning to look at a new TV, unfortunately the one staff member in this area was too busy talking on the phone to a friend about his weekend to serve me so I walked next door to Harvey Norman and got a much better service

Went here to look for 3 appliances, lady in kitchen area very disinterested even tho we were taking pics of ovens, cooktops and dishwashers, Went to cannington a few days later & the lovely girl there couldn't have been more helpful.

Down the road from me so extremely convenient. Plus as u probably already know they always have great prices & nothing but the best service.

We're very happy with our purchases! Mark the salesperson was also very helpful and friendly. We'll be back.highly recommended!

Rude and staff that don't care. The Click and Collect option is available, but it's non existent, you simply wait and wait in the designated car park for them to bring it to you, and it never happens. And finally you go in to pick the item yourself. Pretty broken system,

The gentleman that was at the store Peter was his name.
Was amazing, took out his android scanner entered the part number, paid at the counter was in and out in 2 minutes.
Being in retail industry myself I haven't seen customer service like this in decades. HIGHLY RECOMMEND Well done, some one give this guy a pay rise! Another happy customer. 100 stars!

I was stuffed around by another computer store for over 2 months, waiting for a microsoft laptop that was never even sent. I went into good guys O'Connor and within a few days I had one in my hands. Big thanks to the sales manager Samuel for the assistance.

Initially had a good purchasing experience however we were sold a faulty oven that did not turn on following installation. Have had great difficulty contacting the Good Guys for a replacement product. We have contacted the store every day since installation and still awaiting confirmation of a replacement product a week since installation.

I had to walk out again after at least six sales staff ignored us and were more interested in having a chat with other staff- last time I was there - a couple of months ago - similar situation- went around the corner to Retravision on South st - much better experience - don’t waste your time going here.

This place has everything! It only took me five minutes to locate the microwave oven I was after. I was wondering how I was gonna get it to my car, but they have that all sorted with Pick-up bay out back. So nice not deal with that overwhelmed feeling you get in other appliance stores.