The Good Guys Castle Hill

This place needs new management. The level of incompetence seems to amaze me. Just standing there waiting in line watching and listening to people complain and the staff constantly making mistakes is baffling. I had taken time off work for my TV install. 3 staff members confirmed my TV install date. Come time for the install...they didn't show up. Consequently, I lost over $1000 worth of work of my own. Michael, the salesman, was the only person who helped get things across the line. He was very helpful.

We bought a dishwasher, including the installation. They stuffed up booking the installer so were a week late, then the installer didnt have the right hose so left the job unfinished and told us to do it ourselves. When we contacted the store to ask them to finish the installation or refund the installation fee, they admitted they didnt ask what hose length was needed and that we must have an unusual setup (we dont). Basically a rip off, charged for an installation service they didnt perform, wont refund the money.

Staff will leave you for dead once the sale transaction is complete. Staff member Sam has not returned a call in nearly a month, even though his colleagues who have picked up the phone on 3 separate occasions have mentioned that he's with a customer and would return the call. This is after waiting 33 days and counting on our expected delivery date for a TV. The service order was cancelled, and they said it wasn't an issue. They've also made promises on dates, but when I asked them to put it in writing, they did not follow through. It is now 6 days past their most recent date that they mentioned that the delivery would arrive. It's been hell trying to get any customer service, poor form from the Good Guys.

Big store friendly staff

They sell good stuff at great prices. Their staff are customer focused and attentive - not like other retailers. This is my 'go-to' retailer due to their commitment to positive customer experience. Well done, store staff!

Every time we or our family need something electrical, our first place to start is The good guys Castle Hill. Staff is always very helpful.👍🏻

They had exactly what I wanted at the price I could afford. Will be going back again for a fridge freezer in the new year.

Simply put dodgy sales people. Sold me a 2000 really packed tv that was returned and told me it was new …

Very unfriendly won’t go back there ever

Friendly and professional staff

I purchased a washing machine with delivery. They cancelled my delivery 2 time. I stayed home from work with days let alone the inconvenience caused not having a washing machine. Never buying from them again

Very disappointing experience with these guys we brought a fridge with delivery service and was an absolute nightmare. 4 failed delivery attempts ended up getting store manager and operations manager involved. End result was 4 days missed work I had to go and get a different fridge not what i had purchased and collect myself. I had to continuously email and phone to chase up. Compensated my delivery fee back with no follow up in regards to this poor service and why this continuously happened. Gave up in the end as was over the process and being mucked around

The absolute WORST store ever!!! the staffs are NOT friendly at alllll! and they’re products are always FAULTY! do NOT go or buy from hereee!

Why does this branch exist if they really don't want to help customers. Such a disappointment that too twice. Rude customer service. Never visiting again.

Staff are nice, Very helpful in your purchase but don't expect the same when it comes to warranty and defects. P.S. no mobile reception inside the store, do your research beforehand

Just try phoning them to ask about an order, paid in full and now lost…. You get cut off before getting through… then IF you manage to get through, you get put on hold… then they say “ I will call you back” which they don’t. Then after standing your ground for a reply, they still won’t give you an answer and put you on hold again.

I have been to The Good Guys and I didn't like what I saw today where two managers where talking to two stuff members in a very rude way (in two separate situations) which made the two members embarrassed in front of me.. very unprofessional and inappropriate .. if I had time I would have stopped the and shopped anywhere else .. simply people should not be treated that way

Sales guys Hemant was very informative and super helpful. The queues were dreadful, and if anything a staff member decided to take off from the counters, leaving only 2 counters open. If they fix the queues, i would submit a better review. In a nutshell, sales great but service could be improved.

The staff are so helpful. Very very busy day on black friday but everyone was calm and patient. Price neat was the cherry on top

The staff are very friendly. However, my experience with purchasing items online using a gift card was terrible. I spent around 4 hours on the phone and 1 hour chatting, and it was an overall frustrating experience. It could have been a great experience, but instead, it turned out to be a complete waste of both their time and mine.

I purchased a fridge from Good Guys Castle Hills, and it was delivered with multiple dents. It’s been 8 days, 6 calls, and countless follow-ups with multiple sales and service staff, yet there has been no resolution or even a proper response. Despite repeated promises, no one has taken accountability to address the issue. This level of unprofessionalism and lack of customer service is unacceptable. I would strongly advise against buying from them.

I bought a camera a few years back off good guys. After a year it was faulty with the lens not moving. I took it back and they sent it for repairs and it was fixed after 4 weeks. I was surprised, because usually most companies don't want to know you once they have your money. So over all it was a good experiance

Poor service the installer didn’t turn up. Very worst service

Bought a coffee machine, has bubbles on the front in the paintwork, looks like a factory second. Emailed castle hill and their online service dept, service said contact castle hill, but castle hill never responds, this will be the next dick smith i think, that is where its headed. We will keep the factory second machine and you guys can keep this review, you earned it.

Good store to visit. Lots of stock. Great staff. Easy to do business there. Great prices.

Don't bother to go in if you are in a rush. Staff are too busy and process takes too long to buy anything!

They're always willing to give a special price to get a sale 👍🏻👍🏻

David was extremely helpful and attended to all my questions over the phone, saving me time and money. Thank you David and Good Guys Castle hill

The Good Guys Castle Hill offers a good range of products and is competitive on price. However, I often feel reluctant to go in because I feel hassled and pressured into buying something, which detracts from the overall experience.

We recently purchased a Westinghouse fridge from The Good Guys, and we couldn’t be happier! We initially visited the Castle Hill store to check out the fridge in person. After going home to take measurements, we contacted the store, and they told us we could pay online to save time. This was so convenient, as it meant we didn’t have to make another trip , so the purchase completed at around 4 p.m., and by 10 a.m. the next day, the fridge was delivered. The delivery service was excellent—super fast and efficient. The fridge itself is fantastic, with plenty of storage space and working perfectly. The entire process was seamless, and as always, The Good Guys provided exceptional customer service. It’s reassuring to know they’re there to help if any issues arise with the product. Highly recommend them for a hassle-free shopping experience!”

I ordered a cooktop, and while Rana Ji was very helpful during the purchase, the installation by Mark was not done properly. He left gaps around the cooktop and blamed Bosch, saying their design is poor and the screws are causing the extra spacing. He left the cables etc easily visible and hanging at the bottom, not a clean installation

Wish there was a 0 star on Google review. 1 start rating is way too generous for their level of service. Multiple emails and phone calls all ignored. A simple matter that needs a straight answer seems to hard to handle. Why have a contact us or an email when it never gets looked at. You guys can't even get the basics right.

Big appliance and home store with a wealth of optipns. Attendants were very helpful. I would like to give kudos to John and Harsh who assisted me/us on different occasions. Because of them we were able to decide which appliance to buy that fit our needs. Delivery was fast. We received our appliances the next day. Although the delivery was later than their declared time, the delivery guys were corteous and helpful. I think the delivery guy's name is Vincent (based on the tracking app they sent me). He was with another delivery/driver. Really happy with the experience/purchase.

Good Guys Castle Hill was the worst experience I have ever had . They are more than happy to take your money however if there’s an issue like a faulty product they will run away and said call customer care directly. Their customer service is horrendous. If you see manager he will said will call you back never reached back. Once product sold they don't care at all. Very disappointing and in future I will not be visiting.

After giving it some thought a few times, I’ve decided to write this review. I really hope the store's management will see it. The service at the payment counter here makes me uncomfortable every time I visit. Could the customer service staff be retrained? This place feels like a prime example of poor service—slow, unhelpful, and uncaring about customer needs. Even when I clearly explained what I wanted, the staff didn’t assist properly………..

Rajesh was very helpful in getting us the appliances we needed with great prices 👍👍 best service we’ve gotten compared to their competitors

Bad guys not good guys and especially this store has very rude management. Avoid good guys, horrible experience. Not buying anything here again. I will use Amazon or other stores.

Very bad customer service, they don't respect the customer.

The after-sales service at this store is absolutely terrible! Trying to get through on the phone is like trying to reach the moon. When you finally manage to speak to someone, they just pass you from one person to another until the call mysteriously drops. It’s a never-ending cycle of frustration. Writing to them is just as useless – you might as well be sending messages into a black hole because you’ll never get a reply. Save yourself the headache and avoid this store at all costs!

They don't deserve 1 star, they made we wait and treated me like they were doing charity. The manager said that the people who are paying money are valuable and not people who are collecting as their money is already there.

Great customer service

Poor customer care won't return phone calls or respond to emails for faulty product after making an Australian consumer law claim which they approved for repair only to be told by repairer that the call out fee and repair is on us now dealing with fair trading 0 star if possible and never buying from the good guys again

Terrible customer service completely incompetent for a large purchase and delivery as well as just an answer on location of appliances Deepak is a complete sales man in the worst way and the promises and upselling are out of control Do not use them !

Service was not great. Though a discount was offered, which I am grateful for. Had to go into multiple que to buy and pay for the goods. No one responded to the bell at the loading bay. Had to go back into the store!! A lot of fuffing around.

Earlier today my wife took delivery of a refrigerator. During the delivery process, two delivery men used abusive language and gestures of violence. I am very upset and am seriously considering calling the police as I am not sure that a woman should be allowed to have a delivery at home alone.

This store use to be amazing, I use to get everything from here, now it’s awful for everything!

Recently purchased a Samsung fridge. Its camera stopped working just after a week. Complained to good guys customer care, they falsely kept on saying they have raised the case with samsung but did nothing. They rarely pick call. If all good then everyshop is fine but if something goes wrong Good guys are actually bad guys and probably worst guys. Just avoid them at all cost.

Impressive store

Good Guys Castle Hill was the worst experience I have ever had in a store after spending 10k on items. They are more than happy to take your money however if there’s an issue like a faulty product they will run away and ignore you and not assist. Their customer service is horrendous, especially over the phone. Very disappointing and in future I will not be spending or visiting good guys as they have left a sour taste.

Last day of the financial year so I did a click and collect so I wasn't stuck waiting for help. There is no click and collect que it's with everyone else and not quick and easy. What a pain and a waste of time. Won't make that mistake again.

Great service and good reliable delivery

Extremely poor customer service, they have recommend me a TCl TV that is faulty and more than 2 months keep receiving messages from good guys and TCL company with no real attempt to fix issue or refund. Never recommended

These guys are scammers. They sold us defective washing machine worth $3000 and when returned they gave us $1500 worth washing machine, lower model with no refund. Followed up more than 20 times and everytime they committed to refund money within 10 days which never happened.

Very poor customer service!

Useless. Don't shop here if you want to actually receive the goods that you bought. Their delivery system sucks.

Horrible service. Reluctant to answer simple query, do not even look at you when talking to them; plain disrespectful. I would take my money elsewhere instead of begging them to have it.

Pretty good experience with efficient staff. Their phone took awhile to be answered but overall good.

The worst service, don’t recommend. Very rude stuff

I bought a Bosch cooktop and dishwasher today and Michael Anderson was terrific. I saved $200 extra and got quality products at a decent price. I was in & out within 25 minutes. I highly recommend.

I bought a new microwave in the good guys, it was raining and I collected it from the loading dock which is far away from the shop. I didn’t check it in front of the loading dock because it was 5:30, I just want go home at that moment. When I arrived home and opened the package, I was shocked. It is a used microwave with leftover inside it and I could still smell the Indian food it cooked before. If you are selling second hand product, please clean it properly first!

Do not buy anything from this store. We ordered a fridge for 2 week delivery in January. As of the 1st of April no sign of it and no updates. I rang the store every day for the last 3 weeks. I was told every time someone would call me back . No one ever did and often hung up on. I went and asked for full refund today and was offered a vastly inferior product for $100 off. When they processed the refund I was told over 5 days to hit my account. Funny it took seconds to take it out. Ironically we went to JB Hifi same fridge same price next day delivery. The annoying part is Good Guys and JB are the same owners. The difference in service from 1 shop to another was phenomenal. I wonder if this has to do with the quality and professionalism of the staff. Give this store a miss

Do not shop at the Good Guys Castle Hill. Since Nash Patel sold the stores, the whole store is gone to the dogs. I purchased & ordered a fridge in January 2024 & was told it would take 3 weeks, when that time was almost up was told it would be available 29 March. Now April (3 months later) still no fridge.. However last week one of their staff said it was only just ordered still with no expectant date. Yet JB HI Fi which is owned by The Good Guys have the same i fridge in stock & can be delivered the next day. The staff/store does not even deserve a star. Poor customer service. Don't know what they are doing, staff at till needs to be trained to be a human being & not a robot. I've always purchased from Nash Patel The Good Guys, however, Harvey Norman will get my business . To save yourselves from any hassles do yourselves a favour & NOT go near The Good Guys as they are quiet happy to take your money & nothing else.

For many years I refused to buy at the Good Guys at Castle Hill due to a bad experience. I decided to give it a go one more time and bought a fridge on Thursday to be picked up on Saturday (due to good Friday). My husband went to pick up the fridge only to find it had been sold with no stock left, which I had been assured would not happen if we paid. I will Never go back to the Good Guys Castle Hill.

it would be good if someone picked up the bloody phone in this store. been trying to call them for 2 hours.

We recently had the pleasure of experiencing exceptional service from Mr. Sam Patel at Good Guys Castle Hill. From the moment we walked in, his efficiency and expertise were evident. He not only listened attentively to our needs but also provided insightful recommendations, making the entire shopping process smooth and enjoyable. His dedication to ensuring customer satisfaction was truly remarkable, and we left the store feeling confident in our purchase. He not only provided us with exceptional service but offered us with competitive pricing too. We highly commend his professionalism and would undoubtedly recommend him to anyone seeking top-notch assistance.

If I could give no stars I would, in fact negative stars. I'm going to give it to you very simply. Don't bother to visit this store. It's the worst store in the world. This good guys store should be shut down for their huge incompetence and lack of common sense. They are all about making money, has no clue about customers and customer service. If you don't believe me, try them and then you'll understand what I mean. Shut the store down.

I purchased this Display fridge as I couldn't wait for the new fridge as I needed the fridge in one to keep partner's medication. I ordered it yesterday and took a day off so that I can receive the item. Since morning I received two text messages advising that the fridge is coming today so I have cleared old fridge kept the items worth $200 in esky and kept my partner's medication safe in cooler bag. So that I won't waste the time of the delivery driver's. Around 4PM today I received a call from a lady saying that she is from the transport company and their driver tried to put the fridge in his truck buy he couldn't fit it therefore the delivery will be reschedule to tomorrow. I was so frustrated and told her that it cannot happen as I needed the fridge urgently and that's why I took a day off. She told me that she cannot do anything. I asked her to contact Goodguys and told the staff so they can arrange alternative and I called many times and told Goodguys staffs about the issue but no action taken by them instead they closed the shop and went home.

This is a good review for this store but there is a back story…… We purchased an Olympia procool 16E portable air conditioner unit via click at collect at the Moore Park store. It was missing the window slider. We tried to call the store with no luck. We emailed the store and received a reply about a “faulty “ item rather than a missing item, suggesting we return the entire unit. ( we live 4 hours away … so that was not going to happen) With Moore Park dropping the ball I phoned the Castle Hill store, as we were in the area yesterday. Binaya was the phone representative I spoke to . He was able to quickly identify that the part should have been in the packaging, located the needed item at the store and I was able to pick it up immediately. OUTSTANDING “no fuss” customer service BINAYA. ⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️

Edit 1: Would like to revise my rating to single star. At the time of purchase they forced me go ahead with AGL and said there no lock in and I can cancel any moment. When I cancelled the connection after 2 weeks AGL asking me to at huge penalty fo cancelling . I am been cheated the Good Guys ( bad guys ?) We purchased Bosch Cook top and the whole process is quite a lot mess - took almost 2 hours. Sales team for pushing for their other products a lot. Finally they completed the billing but for a wrong product and charged us more money . When we identified the issue and bring it back to sales person notice , he changed the stock and assured billing will issue a refund , it’s been 3 business days ( total 5 days ) I am still waiting for refund of $500+. No proper communication from sales / delivery team. No updates when they will deliver the item. Have to raise a complaint with relevant authorities, if i don’t get a refund in next day or two . Don’t prefer to purchase from these so called ‘The good guys ‘again.

I used to be a loyal customer of Good Guys until I encountered a highly disappointing experience today. Last week, I purchased a Belkin wireless phone charger, and after using it for just two nights, it failed to charge my phone. Frustrated with this unexpected glitch, I decided to return the product to the Good Guys store in Castle Hill. Upon reaching the store, I approached the customer service representative, who examined the charger and claimed there was no issue. Dissatisfied with this assessment, I requested to speak with a supervisor. Amith, a staff member, addressed my concerns and insisted that unless they were satisfied that the product was faulty, they couldn't take any action. Contrary to this, the Good Guys website clearly states in their product faults and consumer guarantees section (https://www.thegoodguys.com.au/product-faults-and-consumer-guarantees) that customers can return a faulty product to the nearest store, where the team will assess the issue and determine the appropriate remedy. I am thoroughly disappointed with the way my case was handled, and regrettably, I must caution potential customers to consider alternative stores with a reputation for excellent customer service.

Absolutely useless service. Asked the managers for someone to assist us. Been waiting for 15 minutes for someone to come help. Someone comes, starts helping and then the manager calls him away mid helping us to service another customer. Unbelievable. Go anywhere else but this franchise.

Horribly disorganised. Run like a market in a third world country. Poor to no communication. Rarely answer phones. Don't return calls. Call you to book the exact same delivery multiple times. Worst thing though is the delivery company they use. ANC are the worst experience I have ever had with a courier. Arrive outside of delivery window. Don't leave voicemails, refuse to follow simple delivery instructions. Attempt to redeliver and try to leave because a Business name on a docket means it can't possibly be delivered to a residential premises. They then demand you stand in a photo with the goods as proof. The second purchase we are notified at 8pm at night the day before of our delivery window. Can't possibly ha e that changed because both good guys and anc don't answer phones at 8pm yet conduct their end of the business at that time.

Click and collect will take same amount of time like u do normal shopping. Item never there and they go to store for pickup

2 hours late. Made a huge mess. Took 30mins to clean up what they caused. Both of them stunk out my bathroom.