The Good Guys Casula

Pitiful - do not even answer the phone! Very disapointing.

Justin is one of the best CSAs I have ever encountered—humble and an excellent problem solver. Highly recommended!

I had a very disappointing experience at your store due to the lack of customer service. Upon entering, I asked for assistance while four staff members were at the counter, yet no one offered to help. I waited for approximately 15 minutes with no response. Eventually, a staff member named Blake reluctantly assisted me, only to dismiss my request, stating, “I can’t help you in any way.” I was looking to purchase a rangehood, gas stove, and oven—potentially spending several thousand dollars—but it was clear that the staff had no interest in assisting me. This level of service is unacceptable, and I will be taking my business elsewhere.

I was served by Francis. He had great customer service and was very patient talking me through the many vacuum and washing machine options I considered. He should be recognised for his hard work.

Been here a few times and it’s good

Charges a 20% restocking fee for a return of a brand new unused product. For reference, if you buy a fridge or TV which costs $1000 and need to return it unused, you have to pay $200 to do so. That’s unreal. Ridiculous.

I recently purchased a TV from this store, which unfortunately developed a fault after just two months of use. When I attempted to return the TV, the store staff made the process unnecessarily difficult. I was eventually advised to contact Samsung directly, which turned out to be the best decision. Samsung quickly responded, sent a technician to confirm the fault, and arranged for the return and refund of the TV. However, my experience was soured by the store's refusal to refund the extra cost for the Gold Services I had purchased with the TV. The staff kept redirecting me to contact the store for this issue, but when I did, they claimed they couldn't process the refund and gave me no further help. Despite my efforts, the store manager never reached out to resolve the matter. This entire situation has been extremely frustrating, especially after spending over a thousand dollars on other products at this store. Due to the poor customer service and lack of resolution, I would not recommend this store to anyone.

They claim that they are the so called ‘Good Guys’…should be called the ‘Bull-crap Guys’. They say they match prices, BUT THEY REALLY DON’T!!! When you get them a really competitive price, they simply tell you they can’t match it because their so called ‘policy’ does not allow them to match this particular online store, but they match other online stores. Spoke to the manager who was very dismissive and did not care for customer satisfaction.

store is not open as advertised - they must have closed down

So inconsitent with delivery, and some staff are not helpful and rude. Won’t recommend. I still don’t have my items.

Disappointed with my Electrolux robot vacuum purchase from The Good Guys on Black Friday. Faulty product won't pick up even paper dust. Frustrating customer service experience with Pranita, who falsely accused me of screaming. I felt unfairly accused of screaming and she got defensive. She has problems speaking in English as the only way she could have the conversation going was to accuse me unnecessary that I’m screaming and I wasn’t screaming at all when I was talking to her and now she knows the difference between people screaming and talking, she should go learn English. I am sure now she knows the difference as I did scream at her after she falsely accused me . Terrible customer service the reason why she did this so she feels good in-front of the people she works with and she showing that she is tackling a screaming customer when there is no screaming customer , what a liar. I wasn’t screaming I was just talking to her. This is unnecessary drama by Pranita . I’m just Seeking a refund for brand new, non-functional item.

We absolutely loved Debbie she was so helpful couldn’t of asked for a better person at casual store

Shocking pick up experience! Good bits: The man at the back of building who picks your order was friendly and fast. Bad bits: * You park the car in a busy car park. * You go in store and line up at the registers because they’re the only staff you can see. * You get to the front of the line and are told to drive around to the back of store at the second roller door. * There’s no signage because it’s covered with a fridge…see pics. * They make a big deal about having your ID ready so you can pick up your order… no one asked to see my ID…anyone could have picked it up. Why can’t they tell you about picking up from the back on the sms or email when they tell you your order is ready?

Excellent service.

Today, I approached a salesman and inquired if they could match the price of an item that was also available on Amazon. He informed me that they couldn’t, despite my mentioning their advertised price-matching policy. He explained that the policy doesn’t apply to all items. This left me puzzled, as their advertising suggests otherwise. I decided to try The Good Guys in Campbelltown instead. Their service was excellent—they assisted me immediately, and within 10 minutes, I had purchased all six items I needed and was on my way

I had the most amazing customer service the wonderful lovely Karen thank you to you and gentleman who helped us as well all best to your team at Casula you are all great

Great service.

Karen was absolutely amazing! She is the main reason I purchased everything we needed from the Goodguys in Casula NSW. She deserves a pay raise and an awesome Christmas bonus. Definite assest to the team there.

Completely incompetent Sales staff and conflict resolution. Yesterday I bought a microwave. I pointed out an all black microwave to the sales man. Paid for it and was sent to pick up behind the store. We bought it home and I went to work. My husband set it up while I was at work. I've come home this morning and looked at it and it's black and silver! Not the one I asked for. I hate it, it does not not match my kitchen. I have called the store this morning to be told if it's been set up and used there is nothing I can do. Or if just set up and not used you can bring it back, but because it's been opened you'll need to pay and extra 10%. You've seriously gp to kidding me! I bought this microwave late yesterday afternoon. I have even had it for 24 hrs. So because it was set up and used last night whilst I was at work. I am now stuck with a product that I never asked for in the first place, all because of your incompetent staff! I will never shop there again.

Most sluggish store I have seen. It took more than half hour to bring the product which was just on upper shelves. Very disappointing 😞

Disappointing Experience with Good Guys Casula and DeLonghi We purchased a DeLonghi PrimaDonna from Good Guys Casula, expecting quality, but it couldn’t heat milk properly for caffe lattes. After two replacements with the same model, they eventually gave us an Eletta but without a refund for the price difference. Both the manager and seller agreed the milk wasn’t heating up enough but insisted only DeLonghi could handle repairs or refunds. The DeLonghi rep didn’t even measure the temperature, just touched the cup and said, “It looks warm to me!” While my partner was explaining the issues, the manager interrupted him, saying, “You’ve talked a lot!” – which was unprofessional and dismissive. Very disappointed with both product and service – wouldn’t recommend either.

Poor Product and Service at Good Guys Casula Bought a DeLonghi PrimaDonna from Good Guys Casula, but it didn’t heat milk properly for caffe lattes. They replaced it with the same model, but the same issue happened again. On our third visit, they gave us an Eletta without refunding the price difference. Even though the Good Guys manager and seller agreed the milk wasn’t warm enough, they just told us it’s up to DeLonghi for any repair or refund. The DeLonghi rep didn’t measure the temperature either, just touched the cup and said, “It looks warm to me!” Very disappointed – I won’t be shopping here again.

Good Good Guys

The Good Guy – Outstanding Experience Every Time! This is my fourth time purchasing from The Good Guy, and they have impressed me yet again! Their service is absolutely top-notch, with smooth transactions from start to finish. Every experience feels even better than the last, proving that their commitment to customer satisfaction is unmatched. Not only do they offer exceptional service, but their prices are also unbeatable – 100% lower compared to other places I've shopped at. You’ll be hard-pressed to find better deals elsewhere! I highly recommend The Good Guy to anyone who values great service, quality, and affordability. If you haven't tried them yet, you're missing out!

I had a very very bad experience with this store! Waited for the delivery schedule which was drag for more than a week but eventually ended up refunding as items cannot be found!

I was served by Debby, she was amazing and so helpful! I definitely recommend asking her if you have any enquiries

We went there shopping for a stick vacuum and met this legend, Loris, who was very helpful, knowledgeable and gave us great advice on the products and options available. The guy is an asset to the store! Keep up the great work, Loris

Customer service is exceptional. 🫰

Poor customer service - will not be back!

Received an electric oven with out plug, only the cable was provided, I don’t know how to connect a plug to the electrical cable 🤷🏻‍♀️ they wanted me to pay for the services of the electrician. 👎🏼

This direction is wrong been going around coming back on a hiway you have arrived in the middle of the road. Just a simple address and not updated! Search Petbarn casula instead.

Always a pleasant experience shopping at Good Guys Crossroads. Staff are amazing and provide you with great in house customer support and help you choose the right product with a great price! My most recent visit was today to purchase an iron. The lady who helped us was amazing, provided us with informative feedback about quality irons and about printers. Thank you! Debi for your quality assistance 👏

My experience with The Good Guys Casula has been incredibly frustrating and disappointing. I purchased a product that turned out to be faulty right out of the box. Not only did they fail to acknowledge the issue properly, but they also misled me about the product's capabilities. When I tried to return the item, their customer service was shockingly unresponsive. They promised to call me back regarding the replacement or refund process but never did. I had to repeatedly follow up with them, only to be met with vague responses and delays. It's clear they have no respect for their customers' time or concerns. To make matters worse, they never informed me when the replacement item was ready for collection. I had to visit the store multiple times, wasting hours of my own time due to their incompetence and lack of communication. They have lost me and my known ppl as customers for life.

The store has good stock level The staff at checkout counter could be more attentive to customer

Zehra Is AN AMAZING worker. Should get a raise. Helped me find my computer model years ago 🤍🥹

The app that provides updates for delivery does not work. I waited all day and received no updates. Kept calling the store and it kept saying we are closed and I had to leave to physically go to store. Was informed they can't give me the delivery persons number. Next day delivery person calls me outside of hours I tell them sorry I didn't get the update on app and via goog guys message. I rushed over. Delivery person informed their number can be provided and the app/messaging system is notoriously broken. Go to the Campbelltown town. This one is run by incompetent children who are too busy walking around acting like they are spies with the dumb headsets that solve no problems. Will never shop here again

Wrost store.. No customer service at all. Last Thrusday night me and my wife went in this store to purchase dishwasher. Two times we informed in the front desk that we need team member in Dishwasher section to get more information. After waiting 30 minutes, we left this store without any customer service and with frustration.

Good service , fair price , the delivery service was very impressive - they messaged me the night before , called me when they were 20 mins away & delivered the tv straight into my lounge for me . Special thanks to Isaac & luhaib. And Ahmed for selling me the TV

I would give a 0 rating but it's not there, so l have to give 1 star, customer service is pathetic, l stood there for half an hour, a staff with yellow high lighter was there but he fully ignored us, he served another customer, upon approaching him he said after serving that customer, he will serve us but he fully ignored and took over another customer, there was another old man staff, he fully ignored and served another, l am a customer of good guys, but l won't go there again, l compare harvey noman and bing lee with good guys, they have great customer service with a smile and greeting. Good guys have to teach the staffs for better customer service.

customer service Not good 👎🏻👎🏻

Wonderful and professional service by Neil, Ahmed and Lee. Highly recommend them for assisting me with my faulty item.

Disgusting customer service. Waited fir a long time asked at the counter to assist. Finally someone came to assist without any product knowledge and disappeared without assisting.

Attended this shop today. Shocking customer service. All staff need training. No greetings no proactive approach. As i have come public toilet with my own responsibility. I hope this message gets to higher management and they rectify their fault. Looks like nobody running this store. Wanted to buy a product and then notified two staff members. Everybody was passing job delegation to somebody else. One person was serving anotjer client and i stood their for a while with a hope he will say “ Hi, i wont be long.” But i was invisible unfortunately. Then i started running around to find somebody who can help me. Pathetic service. Counter staffs are blue blood they cant help anybody they are subject to crown employee. They will only help u when u open your wallet. Finally i left the shop with bitter experience. Guys, Keep doing the same thing. Just remember don’t disappear like Kodak, Fuji and Nokia Saying good bye to The good guys for life time.

I think it would be extremely difficult to find a more useless pack of morons if you tried. Absolutely no help, horrible customer service, and no resolution. If I had to choose between seeking help from these people and getting kicked in the testicles... I think I would go with the testicle kick.. at least that would be swift.

They are selling expired coffee pods, make sure you check the dates before buying.

Nice

The service in vacuum section is disgusting my 76 year old mother went there today and was treated with disrespect then the manger tried to assist and called me aggressive when I questioned him on having products that are not available in stock . We went to bing lee casula bam done and dusted perfect couldn’t ask for better service 5 star for bing lee 🥳

the worst experience of my life. the staff where very rude and judging. I was feeling very sick after leaving the store.

I purchased a whole lot of items in one go. While placing the order, I opted for delivery, installation and removal of the old items combo. It is pretty expensive to begin with. I have precisely given them the measurements of each item that is existing in my home and explained the complexities in installing the new items (not all, but the Oven). I was promised by the store sales people that the installer is an expert and he will take care of that at the time of installation. I was open to pay additional.charges to fix the space issue as part of the installation. Then came the delivery date. They called me and confirmed an appointment for Thursday, but the installer arrived on Friday. Just by entering the house, he firstly mentioned that I am an electrician and not a carpenter to fix the space issue. Then he asked me to work with the other tradies in my house to fix the space issue. After a long discussion and heated argument, he just put the oven inside the cabinet which was not standing on its foot and not screwed. It is literally hanging there now. After inserting the oven, he was suggesting to fix the space but I may not like the cost of it. It may cost 500 dollars to fix it. Question to this seller and the installer is why do you accept a job that you cannot fulfill? If you lack the expertise to do a proper job, you should ask the owner to fix the issue before installation and take back the product. It is your responsibility to safely install and deliver rather doing it for name sake. I will have to take the Oven out, fix the space and put it back. For this I paid 250 dollars expert fees. Gas cooktop installation was even more fun, one side is not screwed to the cabinet because the guy who installed doesn't know or want to drill a pinhole in the wooden cabinet for screwing it. One side is open and other side is screwed. For this 350 dollars charge. You guys are looting the consumers in the name of service. If you can't deliver a job fully, please don't accept it. Installation will need expertise and not just lip service. I would rather opt for delivery alone. The store manager was hanging up the call in the middle when I called them to explain the damages in the oven. He wad putting the weight on the delivery person and insisted that the product is good. We buyers pay you for the item and service. If you can't deliver what you committed for, please shut the shop and leave the customers for heaven sake. Disappointed and enraged by their approach.

I am such a happy and loyal customer of Good Guys Casula. Always my choice when I'm ready to purchase a new product. Toni ' my sales consultant gave me personable and professional attention from the beginning of my FP tumble dryer. I am purchasing a fridge shortly and I hope Toni is available ! Your delivery guys were on time and very polite . Thank you Good Guys!

The store initially quoted us a price, and we agreed to the terms. When we inquired about shipping costs, the staff directed us to the manager. Upon approaching the counter to speak with the manager, he engaged in an argument with the staff member, questioning the decision to offer us that price and abruptly rejecting the sale before walking away. Despite our attempts to engage with him, he consistently avoided answering our questions and walked off. This encounter at Good Guys has been one of our most disappointing experiences. The store manager displayed rudeness and what seemed to be racial motivation. His repeated refusal to respond and tendency to walk away indicate a concerning level of arrogance. Unless addressed by Good Guys, it's likely that the store will face numerous complaints. Unfortunately, based on this experience, I have decided not to shop at Good Guys again.

After waiting for more than 20 minutes with the assurance of two staffs that someone will come and help me out, manager Neel, comes out in a most rude way full of attitude, and asked to leave as they were close. I entered the store before it was closed. If I knew that no one was coming to help, would have left straight away. If good guys seriously takes customers feedback, you guys need to bring in your Manger Neel for explanation. He seriously has a problem and needs training on how to deal with customers. If manager like him exist in a store, what can be expected from the staff. Good guys no longer good anymore. Love to give them less than one star, but no option 😡😡😡

I am giving one star just since I don’t have an option of giving no star . I have bought from so many stores , but this specific casula store has no customer service at all . 3 times delivery was booked and got cancelled. 4th time finally driver arrived and left goods in the unit uninstalled. They blame apartments in the main road .Delivery people don’t find a way to park and help us . It was mental pressure handling them and finally after a week goods arrived . All this happened now with no installation. Again chasing good guys to arrange for an installation. Sad part is we were notified that the installation person will again come in truck and I believe this will go in circles . Really poor customer service . They gave some refund which was good from the store . But really we had to go through so much hassle to get a fridge and washing machine into the unit .

I am giving one star since I don’t have an option of giving no star . Oh man , getting a fridge and washing machine delivered to Liverpool from casula has been a great deal. 2 times delivery has been sent with a big truck and third time we requested for a small truck but the team missed the day delivery . In spite of double checking one day before about the delivery, still team misses the days .not at all organised . We have been wasting days calling and confirming about the deliveries and at the end nothing happens . Still waiting for our goods . If this has been told before we would have not purchased at all. Very disappointing service .

Professional customer service from Blake. Very efficient. Service girls were smiling and happy, floor staff were very attentive.

Great customer service, left to look as I pleased after a quick SINGLE introduction by a member from the sales team. Had walked into a competitor the previous day and felt like a gold fish in a shark tank. The Good Guys are good guys.

Absolutely pathetic customer service. You'd be standing around a product for an hour and no one will come to help. Then when you get to the register, the cashiers stuff your payment up and give you the attitude about it. Been regular at good guys casula but, the decline in customer care means no chance I'm going in there again. Thanks to that one sales guy who came to help me from his lunch break and then Got told off by the cashier to stay on your break not go helping . 5 cashiers lined up to take your money, no one on the floor to assist you with anything. PATHETIC!!!!

Staff are useless and not willing to help. Stood there for half an hour waiting for someone to help me with the TV and surround system, but no one seemed to care. Interestingly there were only three customers including my self in the store and only one was getting served while majority of the staff sitting idle but pretending to be busy. I tried to approach one salesperson who was looking at me from distance and when I approached him, he turned his head away completely ignoring my presence. I finally decided to walk out of the store without even exchanging even a single word with any sales representative. I would recommend going to some other good guys store instead of these lazy guys.

Fantastic service by Zehra & Lee. I hadn't shopped at Good Guys Casula for a few years due to previous poor service, however, when you need to buy an electric blanket in the middle of summer your options are limited. I could not have been better surprised, when, after trying a few other stores and being told that they don't deal with electric blankets in summer, I walked in to the Good Guys without holding much hope. I approached the front counter and Zehra provided perfect service, when I asked where the electric blankets might be she advised that they were not on the floor, however, she would check the warehouse stock. She looked on their database and advise that they had 2 types in the size I needed. Then, with assistance from Lee, was able to answer all my questions regarding timers and fitted sheet specifications. She was more than happy to go out to the warehouse and bring back both options for me to choose. Thanks to Zehra & Lee's customer service the Good Guys Casula is going to be the first place I go to when I next need electrical items.

Ordered a mini fridge through the website, Received a text ready to collect , I drive all the way there for them to tell me no one can get it down from the rack. This was at 6pm , why tell me it's ready to collect when it's no where near ready. No help from anyone just told I can get a refund or come back another day. Bad Company process and terrible customer service

One of the worst experiences by far. Rang this store a month ago and purchased a washing machine with delivery. They never called with a delivery time. Waited on the day, no call to us and no delivery made. After we contacted, we were told no stock and item cancelled. We upgraded and paid extra and the exact thing happened again. No call, no delivery. Item cancelled. We asked for a refund and have not recieved it. Really poor service in most departments from processing to delivery. Customers take note of the reviews.

Salesperson was very helpful

Me and my fiancé had really bad experiences 3 times failed delivery and at the end we have to hire private truck to deliver the stuff. I don’t recommend the store at all.

Yea nor bad

Thank you so much to Allison, who handled my warranty issue so professionally! Much appreciated!

Valid is an incredible salesman. Exceptional customer service. Thank you

I really didn’t want to have to buy a new washing machine but Toni was a legend! She listened to what I needed, and my budget, and explained all the relevant options. She made the process so easy and gave me the best price!! And all in 20 minutes before the store closes.

I purchased a 55” tv yesterday for my daughter. Apon opening the box it was very evident the tv had previously been sold & was returned. Scuff marks all over the screen, I then attempted to bring up Netflix & Stan both apps still had the persons information and PIN codes.. very disappointed, you’d think an employee would’ve conducted a check before accepting return..

I bought a fridge today and was served by a gentleman by the name of Valid. He pricematched the fridge, organised my delivery and made sure I walked out of there happy. Thank you for the amazing customer service and it was a pleasure to meet such a positive person.