“This has to be the worst delivery experience ever
On Friday night I checked the Good Guys online portal and was pleased to see delivery Saturday between 7 am to 5 pm
I paid $85 premium delivery fee so that they would take away my old fridge
On Saturday morning, I got up early and proceeded to remove the frozen goods from my old fridge and put them in cooler bags waiting for the delivery
7 am passed with no update to the schedule
I checked the online portal not long afterwards and the delivery was changed to 937 to 10:37 am
That’s okay I don’t mind waiting a short period but I hope they come soon because the frozen food is starting to thaw out
When this delivery window expired the online portal updated it to be one hour later 10:37 am to 1137
No worries, the food was still cool
After 1137am and still no sign of the delivery I checked the online portal and sure enough it changed back one hour. This happened four times.
I felt like I was held prisoner in my own home as I had to be there for the delivery and every hour they kept extending it by one hour
I looked up the Internet to find a telephone number for the Good guys warehouse Berinba but could only find a general 1300 number
After 10 minutes on hold and not getting answered by anyone I thought I would use the contact us option in the delivery portal online
Well that wasted another five minutes typing out the fact that I’ve been waiting all morning and the delivery keeps getting pushed back by one hour every hour.
Except for the email confirmation that they take my contact seriously I’ve not heard anything back.
Eventually, I received a text to say that the delivery is coming on Sunday even though the online portal kept getting pushed back hour upon hour upon hour
Should I continue to stay at home for the entire day or do I leave the house and risk the online portal Actually being accurate about them arriving on Saturday. Wasted a whole Saturday.
Sunday arrives and I checked the portal and it says they’re coming between 937 and 1037
I was not surprised when 1037am arrived and still no delivery
The portal updated one hour later again
This is shaping up to be an entire weekend wasted waiting for this delivery that seems to be never happening.
Finally, at 12:12pm this truck pulls up at the front of my place without any notification that they were coming, it was just lucky that I didn’t nip out to the shops to buy some lunch
Don’t worry, I received a text at 12.14pm that my delivery is next after the truck was already here, there was no notification when they were leaving the previous job that they were on their way to give me a chance to empty out the frozen food from the fridge that I had to put back in overnight
The very poor organisational efforts of the delivery company it does not stop there
So now I said to the delivery driver you’ll be taking away my old fridge won’t you? And he said no this is only a standard delivery.
I was on the street with him and I explained that I paid for a premium delivery and quoted the $85 delivery fee and he still said no. I will not be taken away any packaging or the old fridge.
I was forced to bring up the invoice and shove it under his nose to prove that I paid for a premium delivery otherwise he would’ve dumped the fridge full of packaging at the front of the house and driven away.
This was the single worst delivery experience I’ve had, why bother to have an online portal with a schedule if they just keep changing it every time the schedule expires and no way to contact the delivery company to find out if I should stay at my property for one whole weekend waiting for a delivery that may never turn up
I will never get a delivery from the Good guys ever again”
“I ordered a fridge and washing machine that was ment to be delivered today 28/2/26 only to tried and call them from 10 am and finally got some one at 2.30pm only to be told that it wont be delivered until Monday and there online tracking is for post only not big orders so way send a track my order if you carnt use it i have got nothing but the run around from this store very bad customer service I will no buy any thing else from the store”
“I ordered a microwave through The Good Guys online and was very impressed by their delivery service.
Living over an hour away from the closest store and in a semi rural/remote area, I was pleasantly surprised to receive my product within 24 to 48 hours.
Thankyou and well done on providing a prompt, efficient service.”
“ROUGH customer service standards. I've tried 3x to book a consultation with them: Twice via their website (no one ever contacted me to select a date and time), and once over the phone. The man told me I'd called the wrong dept to book a consultation. I informed him that their phone service menu did not give an option to book consultations and asked if he could please point me in the right direction. He said no and hung up.”
“Extremely disappointed with The Good Guys online purchase and their so-called “resolution” team. They do NOT disclose delivery time windows before you complete payment. Only after the order is finalised do they suddenly give you an unreasonable all-day window from 7am to 5pm, as if customers have no jobs or responsibilities.
I called to explain that I would be available after 1:30pm and tried to find a reasonable solution. What followed was an absolute nightmare. I was transferred from person to person, forced to repeat myself over and over, and treated with zero empathy or professionalism.
One staff member was unbelievably sarcastic and actually suggested I cancel the order, then casually added that my refund would take 3–5 business days — clearly said just to frustrate me further. That is not customer service that is intimidation.
I need this item urgently, yet instead of helping, they made the process stressful, time-wasting, and disrespectful. This is one of the worst online shopping experiences I’ve had in Australia. Completely unprofessional, poorly trained staff, and a delivery system that shows no respect for working customers. I deeply regret buying from The Good Guys and will not be using them again.”
“Purchased item online on the 6th December for a Christmas present. $14 delivery charge. No communication from The Good Guys until 14th December. The email stated that there was an issue with the supplier and the item will possibly be delivered from the 29th December, as a best estimate. So, not in time for Christmas. Other items I've bought online from different companies have all been delivered in plenty of time. Online "tracking" with the The Good Guys is very poor to the point of being almost non-existent. I will not be buying anything from them in future.”
“Dear Team,
I am writing to express my disappointment regarding the recent customer service experience at your Northland store.
My family and I have been in Australia for almost three years, and from the beginning we have purchased nearly all our household items from The Good Guys. Until recently, we were always happy with the service and trusted your store. Unfortunately, our recent experiences have been extremely disappointing.
Last week, we visited the Northland store and the staff member who usually assists us was not available. I contacted her by phone, and she kindly referred us to a few sales team members. However, none of them were willing to help. One staff member, who mentioned he was from Fiji, provided particularly poor service — he showed no interest, offered no support, and ignored us when we asked questions.
Because of this, we decided not to buy from The Good Guys that day and instead purchased the items from JB Hi-Fi.
Today, we visited the store again hoping for a better experience, but unfortunately it was the same. No one came to assist us, and when we asked for help, the staff said they were from another section and had no product knowledge. When I requested if they could call someone from the correct department, they still did not show interest.
We were moved from South Africa, where customer service standards are taken very seriously. If such behaviour occurred in South Africa, management would immediately take action, regardless of who the staff member is. The level of service we experienced at your store is far below what we are used to and far below what customers deserve.
As a public service employee myself, I felt very disappointed and embarrassed by the lack of professionalism and poor customer care. Your store’s name is “The Good Guys,” but unfortunately, the service we experienced does not reflect that.
The only positive part of our visit was the payment section, where a staff member named Mariya (spelling may be incorrect) provided good service.
I hope you will take this feedback seriously and address these issues, as we have been loyal customers and would like to continue shopping with you.
Kind regards,”
“If I could give a negative rating, I would. I used to be a loyal customer of Appliances Online but decided to try The Good Guys since there are two stores near me. Big mistake.
I buy and arrange appliance deliveries for my clients regularly, so reliability is crucial. The Good Guys failed completely. I booked a delivery for a small fridge and a dryer to an apartment in Chatswood. The driver called from a “No Caller ID” number and didn’t have the necessary details to reach my client — who had taken the day off work, emptied her fridge, and waited at home. I’d even paid a tradesperson earlier that day to remove the old dryer from the wall, as The Good Guys wouldn’t take it away otherwise.
Then my client called to say the driver refused to deliver because he couldn’t find parking. Seriously? In Sydney, where can you ever guarantee a parking spot — especially in Chatswood CBD? The apartment is on a wide street where the truck could have easily pulled over while unloading.
Because of this, I now have to pay to reinstall the old dryer, then remove it again when they finally deliver. My client has to take another day off work, and I’m out of pocket for the tradesperson’s time. I called the store manager, but he said there was nothing he could do.
What a waste of time and money for both me and my client. Beware — The Good Guys are anything but.”
“Well done you. I was served by a very tall man and a new employee,(don’t know their names. Just wanted a simple to use printer, found one . Now I could have just gone to the counter and paid for it but no. They asked if I was a pensioner I said yes so he went to his laptop and pulled my information up and gave me discount. Then he asked me if I was with Telstra yes I said , they are partnered with them , so in my account he went and told instead of paying $70 a month I should only be paying &35 a month.OMG he sorted that out for me. I thanked and went to the cashier to pay and she told me she could give me another $5 off. So I say WELL DONE The good guys Carseldine you truly live up to your name.”
“Terrible Customer Service Experience
I tried calling two different The Good Guys stores over a two-week period and couldn’t get through — no answer each time. When someone finally picked up, I was redirected and ended up on hold with the online store for 58 minutes. Nearly an hour just to speak with someone! Completely unacceptable service. I’ll never buy from this company again.”
“After being a regular customer for years with good service we had an issue with a toaster. It was 10 days out of warranty and the response was can doing nothing. A phone call to Breville appliances had a replacement sent.”
“We have and are still having a terrible experience with The Good Guys. We purchased a Bosch dishwasher from them, it was delivered last week, connected by their nominated contractor and has not worked. The contractor said to contact The Good Guys as it’s faulty. They never answer their phones and we have now been asked to pay another $200 assessment fee before fixing it. This is absolutely absurd, brand new dishwasher paid for, connection and delivery paid for and now because it was delivered with a fault we are expected to pay??! Do Better Good Guys! What an absolute joke. Go with appliances online to E and S and save yourselves the trouble.”
“I was at Brighton Good Guys looking for a coffee machine, and Sean T was the salesperson, and he was extremely professional and helpful. I was very impressed with the service. I'm getting it from this person. I'll definitely be back. Thank you very much, Sean!!!”
“Quoted $450 for a freestanding stove installation, on the day they added an extra of $300. If I knew it will cost this much, I will go with someone else that quoted me fixed price. This is very misleading and deceptive conduct!!”
“Received a text simply stating there was a "technical issue" and my order was cancelled. Contacted them and they stated the technical issue was "there was a technical issue where the payment didn't process across correctly for your order". But the money that apparently that didn't process, is missing off my card and will take 3 to 5 business day to return to me. Meaning, we have no fridge (old one died) as I can't afford to pay double by buying another one........ they did say "sorry for the inconvenience" totally helped....... not.”
“Went to Carseldine shop to buy a TV. I have hearing issues. Spoke to Anthony who was a wealth of information. Back and forth about set up settings over several days. Thank you Anthony for your time and patience with me during this purchase.
Alf”
“I took an annual leave day so that I could be there to receive my range hood and have it installed. I waited all day. I receive an email at 2pm stating there was a problem in the supply chain so it won't be delivered. I emailed them as soon as I saw the email (3pm) to complain. I've heard nothing back from them still. It's been 4 days.....
I cannot take another day off. The day I took off, I borrowed from next year.”
“Ordered an oven and a dishwasher at the Black Friday sale. Upon purchase I arranged for a Monday delivery for the oven, dishwasher needed to be ordered in… Delivery never happened on that Monday! I went on to organise another date a few days later, but no delivery again. Despite calling every day, twice a day most days, it took 5 attempts at making delivery arrangements for my oven to be delivered. Keeping in mind that they kept promising me delivery so I had to be home on those days to wait for them not to show up!
In that time, my dishwasher had finally arrived and was scheduled to be delivered on the same day of the oven’s 5th attempt and guess what??? No delivery again!!!
I am lucky that I work from home so flexible with delivery date/ time but if one had to take time off work to be delivered, I would definitely not be buying from the Good guys! In that time I also had to cancel the electrician to connect the oven and cooktop (purchased elsewhere), so this whole ordeal means we’ve had no means to cook other than the barbecue and a little camping gas! Not ideal!!! It seems the Good Guys believe their time is more valuable than ours!!!!
Also, in all this time, it is impossible to speak to anyone in management, they are either in a meeting, gone for the day or they will give you a call back NEVER!
Will I be buying from the Good guys again? Maybe in store, but I will never ever buy from them if it requires delivery! I would rather pay more or do without than put up with all that unnecessary stress!”
“Will not deliver across grass, so had to get family members to install fridge/ freezer.
Delivery people smashed letterbox backing in . Still no reply from Goodguys as to refund on delivery and installation and replacement of smashed letterbox. I have a video of it.
They obviously think it’s funny-I don’t.”
“Shocking service with delivery and lack of communication from the Good Guys. Aircon unit was scheduled for delivery on X date to our tenant and without any notice it wasn't delivered. No call no email or update. That meant that the install was missed as well. The good guys installer said delivery has nothing to do with him. The good guys are saying install has nothing to do with them and they cant co-ordinate new delivery dates with the installer. So I have to call the good guys and arrange a new date HOPING they'll deliver then I have to call the good guys installer to arrange a new installation date. Ie The customer is lumped with the entire issue to resolve the Good Guys F** Up.. Totally unreasonable poor service.”
