The Good Guys Chatswood

average good guys. wouldn't give me a discount for my laptop thats already expensive

Dropped off a faulty product, and got a call back after an assessment for them to say they’ll replace it and for us to come back to the store - this is when things went wrong. There was no product available for them to replace it with, only what was on display, which they don’t usually sell. Then they wouldn’t provide a refund cause their “system was down”. Now we don’t know what to do.

I’m giving 2 stars for the speed of communication via email, but unfortunately, that’s about the only positive aspect. The customer service and repair service were extremely disappointing, and the company failed to adhere to their own Terms and Conditions. We sent our Nutribullet for repair and were informed that it was just out of warranty. We understood this and agreed to the terms that if there were any costs involved, we would be happy to pay for the repair. However, being aware of the paragraph 4 in their T&Cs, we expected to receive an email with a cost estimate for the repair. One month went by without hearing anything. Eventually, we were informed that the item had been sent back to the store due to being out of warranty, which we already knew. What’s more frustrating is that at no point in the communication, whether by email or phone, were we told that the item had not been repaired by the repair service. Given the poor handling of the situation, we have now contacted the manufacturer directly. Based on this experience, I will not be purchasing or recommending from this store again.

Make sure you doublecheck what their warranty policy is, especially for small appliances. I had an air fryer that was faulty within the warranty period, they refused to replace the product, but rather send it off to be repaired which took 4 weeks! During this period, I experienced very poor customer service, including from the store manager who refused to engage with me after repeated verbal and written requests.

Bought Delonghi portable aircon last Nov 29 2024 and return on January 22, 2025 for warranty repair. They said the repair will take 2-3weeks. We bought the aircon for summer. The product didn't last long and their repair services is soooo long. It should be the other way around. We will never buy products in good guys again. Will increase the star if they can repair the aircon in 3 days. 2-3 weeks in unacceptable. It is only portable aircon.

Very helpful staffs! It’s a busy Sunday, other store has limited staffs, they have full members there

Poor service on a very quiet Tuesday afternoon at the Chatswood store. I didn’t have people helping me and when I found someone, they asked me to go talk to front desk after finding out I was only after a cheap phone (<$200). When I got to front desk, they called someone and asked me to wait which I patiently did. After further 10 minutes when no one came, I went back to front desk. Finally someone helped to look up if there’s stock on their terminal then passed me to forth person to make the phone call to another person to make the call. The forth person (Jeusha S) who made the call didn’t make eye contact from taking my payment to Flicked me my receipt and told me to pick up from Artarmon store This is probably the worse customer experience I have had with this store or good guys over the past years which prompted me to write this review. Hopefully management and staff of this branch sees it and act upon it.

I wish I could give zero stars! I purchased products back in November 2024 and specifically requested delivery for today. Initially, I was assured that everything would arrive as scheduled. However, I just received a call informing me that two of the items will not be delivered today. This is incredibly frustrating as I have already paid for a kitchen installer who is coming next week, based on the promised delivery date. Now, I am left with incomplete items and additional costs to deal with. If you want to experience the same stress and “great service” I’ve had, go ahead and purchase from them. As for me, I will never make the mistake of buying from this company again!

Really friendly and great experience in store Reza and Sharon were so very helpful and gave me so much of their time and price beats!!!

The bad guys

Sadly my experience is consistent with some of the other reviewers. Good Guys Chatswood are not interested in helping with valid warranty claims and will just direct you to manufacturer. I outlined my view that the fault with my TV is a major fault and in line with consumer law, I am entitled to a refund or replacement, and not to be palmed off to manufacturer for repair. On top of that, the process for repair is very delayed. After the person on the phone was rude to me, I tried escalating to a manager for help but got the same response. Don’t recommend shopping here.

In store experience was fantastic - Reza served me, he was very knowledgeable about the products I needed for my home, and patiently answered all of my questions. I was buying a lot of appliances at once and he guided me through the whole process + got me a good deal. Highly recommend Reza! Delivery was very quick as well, given all my items were in stock.

We had to go back there 3 times in order to return a faulty product. The service counter staff wasn’t helpful at all and rude. We have bought a lot of stuff from this store in the past many years, needless to say we won’t be back anymore.

Good experience, the staff are very friendly and helpful.

Avoid this Store, they don't honour warranties, they will use every excuse as to why they can't help and just direct you to call the manufacturer. Product 2 weeks old and didn't want to help to resolve the issue.. Went to a different Good Guys and was happy to help immediately without any issue at all.

Very helpful, but unfortunately, it did not stock the item I wanted. But they told me who would.

I wanted to buy a nespresso and the first staff I approached could not help me and said to wait there for someone to come and help. No one came, so approached the second staff member. He was not too interested and said he will page someone, still no one. The store was not busy at all on a Thursday morning. I went to the cashiers to ask again for help. Again someone was going to come. Nothing happened. I have had some issues with that store before. Years ago it had better staff and was more organised, we were customers for years. In the end I told a staff member that I am going to buy this product elsewhere. No apology nothing. Could not care less. This is terrible service. They will not see me again.

After buying an oven from the Good guys in Chatswood, oven broke only a year in. I attempted to call the Good Guys Chatswood during business hours on the weekend, but no one answered so I emailed the Good guys in Chatswood detailing the issues with our oven. I did not get a response for a week. So I had to travel all the way from the other side of Sydney to the Chatswood store to speak to someone in person to address this issue. When I arrived, there was no acknowledgement of their lack of communication when I raised the issue. I was told “it was Black Friday so we were busy.” I felt like The Good Guys wasted a lot of my time and for very little outcome. They raised a notification with Fisher and Paykel for someone to call us. When I asked for the timeframe, I was assured several times it would be 2 business days when someone would contact me. After not hearing anything from Fisher and Paykel for 3 business days, I attempted to call Chatswood Good Guys again to talk to someone as per their email. However, once again, no one answered the phone. I had to call Fisher & Paykel myself to speak to someone (who were also very disappointing). Overall my customer service experience with The Good Guys in Chatswood has been abysmal. If I had my way over, I would not purchase from them again, nor would I recommend them to friends or family.

Friendly staff, don't forget to ask for the best price as they seem to match and beat when possible. Disappointed spending over $1000 for a tv there wasn't free delivery.

Great experience at Chatswood today. Well presented store & very organised. Came into the buy a Ninja Ice Cream maker and was swiftly help out by the lovely Andrea and the team. Exceptional service will be back again!

Amazing experience. Cannot fault the staff there, on a very busy Black Friday, they were friendly, helpful and responsive

Good store

Finding it so difficult to receive any information about my order - I am now in process of cancelling it but that is proving difficult as well. I will not be ordering anything online from GGs again

good service

Such friendly and helping staff and I have got a good deal. Thank you!

Bad customers service. I bought a Dyson vacuum but travel public to get there, there was no support help me with putting the box on my trolley

I rang to find out what all I should have received for an item I purchased. I spoke 3 different persons. Finally I got the store guy of indian origin. He put me on hold to get the product and waited for 15mins. Finally I gave up. Very poor srrvice.

Rudest staff I’ve encounter in a long time. Website said product was in stock but it wasn’t and if you could eventually find a staff member you were treated as an inconvenience.

RUTU was soo knowledgeable and friendly. I naturally am a pain in the butt however, she was so patient and explained all the differences in products and was completely honest. Amazing! I ended up spending more but feel I got the right one for me thanks to RUTU

Wonderful tech

I bought a heater, and was notified it was ready for pickup. When I went to pick it up for the click and collect sign the guy told me I had lined up for the last 10 minutes in the wrong spot and sent me to the loading dock. When I asked the team there, could I pick up the heater they said there had been a mistake, and they had no stock, I asked them if they could get me an ETA, they told me to call the web team. I asked if they could cancel it, they reiterated it was something they couldn’t help with. It’s been a month. I’ve chased and heard nothing. Customer service is seems to be lacking here. I just want the heater I paid $550 for, it shouldn’t be so hard. Place the blame on another team, and just not being willing to help, and leaving it to the customer to follow up when mistakes are made just makes you feel ripped off.

Worst customer service by this girl called Zoe who says she’s one of the top managers but I don’t believe it as she is not professional at all, rude to customers and her staff and has no idea about the products in store. If you shop there stay away from her or go to another branch.

After a number of years dealing with the Good Guys at Chatswood, I felt I should record that to my great surprise I have had nothing but good dealings with them. They have been great in providing advice, matching prices and taking back returns. We recently had great service from Daniel in particular who helped us with a sale, a return and sourcing a replacement for a defective product. No hassles, just efficient and quick service. I promised myself years ago that I would never deal with Harvey Norman again, and so far I haven't needed to, as the Good Guys have stepped up where others fail.

We recently bought a Samsung OLED TV and it is fantastic viewing. A big thankyou to Sanket, for his excellent knowledge, expertise and clear communication skills. We spent along time with him where he guided us into making the right decision and choice. Excellent customer service!! Thanks Sanket.

Amazing customer service:) So easy - I called to check stock availability as it wasn't possible to click and collect a Bosch hand held vacuum. The team member in small appliances was amazing - confirmed stock and held one at the checkout. I then picked up in the afternoon.

Wow the staff are shocking there absolutely outrageous!!! DO NOT SHOP HERE GO TO ARTARMON!!!

I cannot speak highly enough of the service I receive from Ridhima. I frequently purchase items for property development sites & she is always contactable and able to provide stock at the best price. What a great asset to your sales team!

Standard Good Guys store. Good value discounts often available if you ship around and ask them to price match

Purchased the small Solt refrigerator on Christmas Eve as it was on sale at the Chatswood store. Sales lady was fast and professional. The refrigerator was delivered on 6 January as arranged. The two delivery guys were a delight and also fast and professional. A perfect shopping experience.

Washing machine to replace broken one Saturday delivery - Truck to big to navigate Sunday delivery - Goods on truck off site - truck told not to come in (slow day) Monday - Friday - office full time

I called up and spoke to the salesman Daniel at The Good Guys at Chatswood and he was an absolute gentleman, extremely helpful, friendly, and helped me out on the price. Thanks again Daniel and will 100% be back again for my next purchase.

1/12/2023 Friday ,I went to the good guy Chatswood and looking to buy a Samsung phone with sim plan . The male staff kept chatting on the phone and ignoring me., despite I’ve been standing there and watching him for 5 mins . I ended up having to go to the counter to look for help . The male staff hanged up the phone after being told by the counter staff . He went to look for stock for 10mins then returned and told me there is non. But I’ve offered transfer stock , he then went to discuss with the counter staff if this is do -able . I’ve been waiting for him for another 15 mins and saw he’s chatting on his mobile again . I then went up to the counter staff and ask what’s going on . The male staff saw me and hanged up , told me “ the person who is able to do the sim plan will be back in 10 mins “ ( I’ve been told this about 30 mins ago !! ) . I asked him what abt the phone ???!!! He said “ OH IVE E-MAIL THE OTHER STORE ABT THE STOCK . “ I’m shocked by his careless and unprofessional behavior . Not validate customers time at all. T

I have had consistently good service from The Good Guys, Chatswood when it comes to warranty and returns over many years. Their staff are helpful and cheerful.

Went into the Chatswood store 2 min before closing time for a warranty repair. As the unorganised person I am, I didn't have my receipt and while madly scrolling through my emails, Adi, the shop assistant was proactively trying to find the receipt on the system. She was very patient and very customer focussed. She got things all sorted and all with a smile...even at the end of the day. Thanks so much Adi for showing what great customer service is.

Bought a $1000 washing machine 2 1/2 years ago. It now isn’t working and despite what the ACL says they believe it’s acceptable to buy a new one every 2 years. They spiel out some bull and don’t care. As someone who has spent thousands there, never again. Machine should last much longer than that

Rang the store to enquire about a washing machine and delivery options. They confirmed that they only deliver to the front door or front of building only. Asked if they offer additional delivery service as the unit is located on 2nd floor and has no lift. They said due to occupational health and safety reasons, they will not deliver anything up staircases. In other words, they are happy to sell you the white goods but how you get it to your unit/house is your own problem. I then rang Binglee and Harvey, they provide additional service with extra fee, which solve all the problem. Also, the waiting time on the phone was long, compared to the other shops.

Ray has been very helpful in my purchase with the Philips Air fryer, great service and fast delivery. Highly recommended!!

Be careful with the seller, they gave me a display fridge, instead of a new one

As with everything it’s about building a relationship with your local store and team. I can say that Hamen and the team at the Chatswood store have never let me down in 8 years and always provide good advice and the best prices. I do not shop anywhere else for home appliances.

It was my last purchase from The Good guy. Good brands and bad service, nobody is there to answer you and doesn't care about faulty products. If you buy Concierge Gold Service, you waste your money. I'm so sorry.

I have purchased a dishwasher from this store and I did so online. The sales person who advised to buy this didn't book an installation date that he had said would be booked. Then when I called to get it sorted and get another booking date, they said the following Wednesday. They left out 1 critical piece of information.... that it was going to be in 2 weeks not the coming week. An absolute joke. I will not be shopping from the good guys again. They need to train their customer support and sales teams because it made everything a headache. The furthest from straight forward!!!

Good for white goods and homewards. I prefer this one to artarmon as artarmon u need to go up a few escalators. However these guys seem to have stock control issues as I called on 25 May 2023 and they were supposed to have 2 dyson Air purifiers in stock based on their computer system but when I was physically at the store, they couldn't find the stock! I ended up buying at Bing Lee Chatswood Chase instead.

DO NOT EVER SHOP HERE!!! Came in a couple months ago for a simple mouse and keyboard for my new computer, got absolutely scammed by a smug salesman that calls himself Chris. My bluetooth mouse and keyboard that I was upsold by that freak now does not work as the usb has completely snapped inside of my computer. I am beyond frustrated and mad and all attempts to reach the store and receive refunding have been completely led astray by the staff on the other end of the phone. I for one will never shop here again. Your move, Harvey Norman.

Needed a new fridge due to fridge blowing up. Was crystal clear to sales person on the phone I would only purchase if guaranteed next day delivery. They promised this was available. Only once I had paid my money did I find out I had to wait 4 days for a fridge. When trying to sort this out, their customer service number is a half hour hold time and you regularly get cut off. Took 4 phone calls for them to blame the delivery company and say “tough luck”. Then when the fridge finally turned up it came with a HUGE DENT. I was again promised next day delivery for a replacement which again didn’t happen. So if you need an appliance urgently or to turn up in as new condition, it would be my advice to shop with anyone except the good guys.

Was waiting there hoing that someone would help but the staff were just hanging around and ignoring, so disappointed, asked if there was someone to help, I was told that A. is able to help but she was just walking around looking stressed and talking to other staff louly and ignoring us, ended up leaving without any luck

I called the store twice in regards to my online order and both call was answer by Ada. She has been the most helpful lady i ever spoke to on the phone. She assist me with my enquiry swiftly and i manage to get my purchase item on the day. Thank you!

I purchased the DeLonghi 360 Degree Pedestal Cooling Fan from this store and my one stipulation I told the sales guy was that it needs to be quite as I would like to use it at night when I sleep. He assured me that it was and it’s the best fan they have. It is so noisy and the motor makes a loud, buzzing noise so I can’t use it at night. Very disappointing for the amount I paid for it.

Good range of electrical products and prices are negotiable to some degree.

A nice store. Plenty of choices. Very friendy staff and good and fast service. Recommended.

This was our first time buying from The Good Guys. Unfortunately we had the same experience as some of the other reviewers. We ordered online & arrived to collect our order. After 20mins we were told they are trying to figure something out as they cannot find our order and they suggest we take the display unit in store and then after another 20mins they miraculously found our order and we could leave. I honestly feel like it shouldn’t take 40mins to collect an order. The click & collect staff were friendly, but the same cannot be said about the in-store staff, except for the lady that found the freezer. The Black Friday price was very good.

Competitive prices with a good variety of stock of TV'S. However, I found it difficult to get any engaged/friendly service, compared to other stores visited. The bathroom was in a bad state.

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Prices are keen BUT: Ordered 4 kitchen appliances which had separate delivery instructions, to call rental agent as the property is vacant. None were referred to the delivery or installation contractors, who phoned me every time “where are you” when I am interstate. System keeps sending me updates but no way of reminding it to phone the agent, even when the store has this instruction. Now the new dishwasher is deemed faulty by the installer, but the store does not answer the phone, now tried to call 3 times. The store needs more back-office staff and a full review of its ordering system.

I went to the store with the intention of buying 2 televisions. but i wanted to test one of them with my laptop. the sales person was rude and condescending to me. So i went to a competitor and brought the 2 TV's on the same day. well done sales guy

Ordered a microwave - took the money and then nothing for a week. Told me it was on back order only after I followed up. Very dodgy way of operating.

Not helpful, couldn't be bothered to assist with enquiry! No help to obtain stock at another store, no knowledge of student discount or price matching! Basically a static retailer! It just reminded me why I don't bother shopping at The Good Guys!! Do us all a favour and close down your stores, given you don't deliver ANY service!

I have ordered washing machine with discount price on online on 24 July and got an email saying it's being processed. But Delivery hasn't come yet and called to Contact Center. The Staff says the stock is out of stock and find out more and Will contact me but Staff didn't. If it's out of stock, Why sell and keep me waiting?

Good collection

So patient even when my bank locked me out of my card. Cannot speak more highly of Ryan and the team. Keep it up!

Fast Click & Collect service. Note that the warehouse closes earlier than the store.

Poor customer service.

Watched for 20 minutes as angry customers just walked out of the store. Saw an angry customer asked for help in aircons at the service desk who was told to go back and wait. Another angry customer wanted a toaster and a young man got up from his computer at the service desk to help. Situation was this: Most sales staff on computers or located in depts not allowed to cross into other depts to help; 3 staff at service desk on computers; 1 staff at fridges on computer; 1 sales person helping a customer in vacuums; 1 sales staff twiddling thumbs in electronics and 1 sales staff twiddling thumbs in entertainment. All I wanted was a humidifier which I knew they had as a friend bought one on the weekend as they had 2 pallets of stock of the model in the back. I asked the toaster sales man who said they only had stock for one different more expensive model at the door and no other stock. I know they 2 pallets of them as friend was told these 2 pallets worth were all cancelled customer orders. The left hand and right hand don't know what is going on in this place. I walked out too! This problem at Good Guys is systemic. I have found the same poor service at other stores. Not sure how they keep in business.