The Good Guys Helensvale

Nice staff but aren't really up with the products they sell

Disgusting service

Near closing time today went to buy a new coffee machine then looked at some vacuums on my way out kinda sick and tired of vacuums not living up to expectations the fellow told me this Dyson will do the job I said I’m returning if it no good well it’s a amazing even better than I expected the shit it suck up having a mid coat Shepherd was fantastic thanks guys

Don't buy the Vax Vacuum for 199. Doesn't work properly and even once cleaned out. Still no good. Waste of money

Usually I have a good experience here but these two ladies at the counter were extremely rude, especially one sitting at the desk. Neither of them communicated anything to me, I was just standing there while they gossiped. After speaking to a lovely lady on the phone earlier today, my broken vacuum that could not be replaced was able to be refunded into a store credit which they would not give to me. I was needing to use the store credit to buy many other items, but I guess they didn’t want that. They ended up giving me a refund and not a store credit to get rid of me as it was 30 minutes until closing. I believe one of ladies go by the name Michelle M, just super lazy and very unhelpful.

A huge shout out to Dean and Glen. Amazing service and incredible after care. They were extremely helpful, they never put a foot wrong with the Good Guys, they truly live up to their name so THANKYOU. You can't beat their service knowledge and continued assist 👌

Decent discounts and promotions available on white goods. Store organised delivery, and removal of old items were fantastic.

Terrible customer service waiting for over 15minutes to be served at the counter and no one came to help or service my needs of purchasing a freezer 👎

Sadly the several experience with this store has been unsatisfactory. Left on hold for 10 minutes at a time. Calls not returned. Issues with product, delivery, install and repair. Product isn't even 2 years old and with 5 years extended warranty, it's trying to organise a technician is a problem. Friendly staff however no customer service, follow up, work ethic. Very disappointed. Ended up spending 13k next door at JB hi-fi their customer service was excellent.

Good range of appliances and stock availability. Staff were gathered at the registers though all chatting, and no one greeted me, which felt a little strange.

Great service, expert salesperson. Awesome range .

I purchased a 55# Toshiba TV from The Good Guys in August 2024. On December 24, 2024, the TV malfunctioned, showing a blurry screen when turned on. I’ve been trying to resolve this issue through The Good Guys and Hisense through emails and phones calls but I’ve received ZERO assistance. Extremely disappointed—would not recommend!

Fantastic customer service by Georgia. Had an issue with my TV product and she was friendly, helpful and totally professional when dealing with the faulty item. More staff members in business could take a leaf out of Georgias book in dealing with customers concerns.

When I bought the sandwich presser and opened it, it was wrong with the color that was on display, so I took it right away and asked for an exchange, but the box was not damaged, so I could see the scratch mark. The Good Guy staff put it in the car himself, but it wasn't a scratch that broke the box, so I didn't know. Of course, I thought the collar was also on display. The color changed, so I asked for a white color, but the manager said it couldn't be exchanged unconditionally. I went back to the place where the product , but I saw that the box was more broken, so I brought it and tried to exchange, but I can't. Then, can't the box be sold with even a little scratch? Of course, scratches on the box are not allowed to be exchanged? Is this the policy of Good Guy??

Staff were fantastic, so much knowledge on the products they sell and don't try and just push the most expensive items on you, can't rate them highly enough.

Great service and best deals

Kathryn was amazing She helped me get the best price possible for both my items. The team at Good Guys Helensvale always have great service!

We had the pleasure of having Jason K assist us with our purchase of a new vacuum. Not only is Jason incredibly knowledgeable, he seemed honest and relatable. No pushy sales techniques that make you uncomfortable- just genuinely great customer service. He understood and respected our budget and listened to what we were after. Jason is a great asset to the Helensvale team and we really hope he is compensated by the company for his hard work and positive experience that he provides for customers. Thanks Jason for changing our perspective and experience of the good guys to a more pleasant one :)

Josh from The Good Guys went out of his way for us. We had an issue with ordering wrong fridge (our fault, not his) and he sorted it out straight away for us, no fuss, no complaints, just excellent customer service. We will be back!

A big shout out to the team at Helensvale for all your help & assistance with the recent purchase of our fridge. You all sorted our problems quickly & efficiently - your customer service was outstanding - we would like to thank Dean, Charles, Jade & Ollie you are amazing!!!

Outstanding service. Always a great place to shop.

Jason went above and beyond for me an my partner! our washing machine broke down and he gave us a great deal!!! definitely didn’t go unnoticed!! thank you so much Jason you’re a legend hope you have an amazing Christmas!!!

Awesome little store, Fantastic staff that know their stuff and are extremely helpful and friendly.

Buyer beware if you purchase an ‘in stock’ item online for click and collect, as Good Guys Helensvale may of on sold your item before you get to pick it up. This may result in the item being out of stock. Ring the store first before picking up to verify they have your item. Poor online ordering system.

Poor service and bad vibes

Friendly staff. Plenty of parking nearby. But trying to get ANYONE by phone is near impossible.

I am Lina Ahmed I bought a bloototh JBL Speaker from Original price on before black friday so expensive I cant afford it and I wait till sale on black friday which is yesterday Sunday 1 December 2024 Marvin his a Saller or Goid guys attentand who knows all product who safe my huge amount of money he is very 2 cute young guy half Philippino and galf Australian he is the Best and the Best so generous to me and kindly I recommend you guys if do shopping to This store at hellensvale hope island road look for MARVIN also I told all my friends who want purchase a goods ask for Young Marvin please

Good range of appliances the last 3 times I've gone in the staff stand chatting together to get anyone on the floor to help you have to interrupt the personal conversations

Helpful staff. Explained how to install a water filter.

Customer service is appalling. We have been in a number of times and we have been ignored by staff on multiple occasions!! Not even acknowledged. Staff are also very unhelpful. We won’t be back there. 👎 Left feeling very dissatisfied and disappointed. They could take some lessons in customer service from the new Pimpama store.

First time shopper at the Good Guys. In-store experience was terrible. Unfortunately the staff were so unhelpful and dismissive that I decided id rather be refunded and shop elsewhere, which was inconvenient at the time as they had the right product, but the way I was treated made me not want to deal with the Good Guys again, period. Consequently, I went online to JB and bought $20 CHEAPER and store is closer to drive to. Your incompetence today not only just cost you the sale and a customer, but Im pretty sure head office would've preferred if you had accepted my form of ID then the store receive negative feedback such as this.

The good guys were extremely helpful i was served by Stefan who was excellent in showing me different products in your store Thank you Stefan for your help .I will definitely be back again .

🌟🌟🌟🌟🌟 I've had a fantastic experience at the The Good Guys Helensvale store throughout the year! Every time I shopped here, the team was more than willing to price match and often went above and beyond by offering even better deals than other stores of the same retailer. I've purchased several major appliances, including a dishwasher, washing machine, TV, and soundbar, and I’ve never been disappointed. In contrast, I had a less positive experience at the Robina store, where the salesperson seemed to question my requests for price negotiations. It's our hard-earned money, and it’s only fair to ask for a good deal that benefits both parties. Thankfully, the Helensvale team understands this and always ensures a smooth and satisfying shopping experience. Highly recommend The Good Guys Helensvale for their customer-friendly service and competitive pricing! 👏

Bunch of people standing and sitting and chatting at front side desk and ignoring customers. The older lady at checkout seemed to be the only one interested. Buyer beware return process is bad and you should get your products direct from manufacturer. Defective dysons and returns protocol.

So nice to be able to phone this store, check on availability, get a price match to a great deal we saw elsewhere then visit the friendly staff in store. We were then happy to buy some other add-ons we required while we were there. Well done Good Guys. That is Service.

The delivery side of it is terrible. No communication what so ever so ever was meant to arrive 10am - 12pm and was told to wait at home for the delivery. Wasted a whole day.

Your staff are so professional and helpful, you should be proud of them

Service from Cat was wonderful, she took time to talk us through options, compare products and find the best fit for us.

My partner wanted a coffee machine, we call up everyone finding out the best prices, explained the good guys my budget and what the other stores where offering and the cleared them to make sure I got the best deal, couldn’t recommend enough, this is my 3rd major purchase from this store and every time it’s been well worth it! Will definitely be going back for my 4th 🦾 Thank you to Catherine for providing the best experience and deal, appreciate it a lot 🦾

Purchased my KIA from here and go there for the annual cleaning. Although my car is still newish having 21000 KMPH on it in 3 years, I trust KIA Service will do their best.

Excellent service

$349 for a beurer foot spa and only used it three times and the bubbles feature already not working! Emailed customer support on the 07-10-24 and no reply also called and haven't heard back. Poor customer service and dodgy product.

Very disappointed with the advice given on an LG 86UT80 TV, specifically ask the sales guy about the speed of the TV turning on and changing between apps and features after having a very bad expierence with a older TLC TV very slow to turn on and lag in channel changes ect. He could not give me a test as they had no remotes available. He told me the TV was good not slow ect due to new web os processor ect. Well it is slow lag in turning on and changing apps and between features it seems they will just tell you anything to sell you a TV will know better next time Not so good guy's!!!! Very disappointed.

Just waited for 20 minutes in the air conditioning section after notifying other staff that no one was there to help. Plenty of other staff standing around enjoying their Sunday rates chatting away. Ha ha ha, you have to laugh.

We were served by a very happy and knowledgeable lady by the name of Catherine G. What a delightful sales person. She answered all our questions, suburb product knowledge. Don't hesitate to pop into Helensvale store, to see Catherine G. Phil and Jacki

Good Guys arranged a contractor called Paul Klicin to install an air conditioning unit. Paul had a bad attitude and was grumpy with me when I told him that I noticed my air con wasn't levelled. I could see that the angle looked off by around 1cm on the right. He told me it was levelled, and then he blamed my cornice not being levelled so I had to take his word for it. For my own sanity, I bought a level to check, and my suspicions were correct. The air con was not levelled as you can see in the photo. Paul had a bad attitude, and I do not recommend the contractor Good Guys recommend.

We had the best experience with the GoodGuys Helensvale. We could not thank Stefan anymore, he knows his stuff, no time wasting & gets you what you need at the best price. We are so happy with our purchase & for Stefan for guiding us. We also like to thank the delivery team, super efficient & professional. Amazing experience & I highly recommend this store & Stefan. Thank you.

Once again excellent service from the Good Guys Helensvale. Delivery was as promised by two very professional delivery guys. Well done.

Great shop with nearly everything you need. Staff are very friendly and helpful and plenty of variety.

Thank you to the incredible support from Eden. We are so pleased to have replaced our older home dishwasher and vacuum in a beat thanks to her friendly nature and helpful advice to find the perfect product for our needs. Good service and the best deals on the Gold Coast!

We recently had to replace our fridge of 17yrs and fortunately we went to Good Guys Helensvale first up and after consulting with Damien who was not only professional and friendly but his knowledge of fridges was evident and we ended up with the perfect fridge which was delivered the next day with also excellent service, so we could not be happier. Thank you Damien and we have no hesitation in recommending Damien and Good Guys for great service and price!

Great service. Prepare to negotiate on price, makes for easy purchase. Thanks

Got a good deal on a fridge

This is a precis version of what we went through at Helensvale’s Good Guys! I go to Qld twice a year to help my sister is the carer for her disabled husband and our elderly mother. On this trip I TRIED to sort out what should have been a minor repair job only for it turn out into one big fiasco! ID checks, phone calls, old information, unhelpfulness and no support from the staff at this point at the Good Guys forced me involve my sister into the problem which I was trying so hard to avoid. Day ONE involved 10 people, two agencies GG and SquareTrade), two trips to the store, several phone calls, two case numbers and it went downhill from there. To boot, one particular staff member was rude in the process. I went into the GG on the 1st and despite being told it was to be delivered directly to my sister’s address (not our mother’s!), that was a mistake and my sister had to collect it on the 19th July. Mismanagement, unprofessional attitude and behaviours leave me not ever wanting to visit this branch of the GG again, and my review is directed purely at the Helensvale branch as my experience with other GG’s in NSW have so far been nothing but good. SquareTrade was no better, also contributing and complicating the whole extended warranty set-up. Our 91 year old mother wouldn’t have stood a chance at getting this all sorted out with the unprofessional and disastrous mismanagement of this repair job. I am disgusted at the levels we had to go to get this sorted out. AFTER sales service is more important than BEFORE sales service, because now none of us want to go back to the Helensvale branch of the GG based on our experience. What’s the point of the GOLD Concierge extended warranty service if this is what we get? Mr Smart, you’re the CEO – investigate this debacle - don’t let this store ruin the reputation of the Good Guys.

What a mess this store must be in as nobody knows how to communicate. In my 66 years of shopping, this has to be the absolute worst experience I have ever encounted for really bad customer service, this store lets down all the franchises in Australia. All my sister and I were trying to do was get my elderly mums LG upright vacuum fixed and the run around we got from the staff at this store to the other company they use called Square Trade to the Gold Conscierge was equally disorganised. For over two long weeks this went 1st to the 17th of July we were back and forth, numerous hours on the phone, which often hangs up half way through a call, only to start again.Square trade offer things like if it takes more than a certain time to get fixed you get $100 dollars back but then nobody knows about that at The Good Guys so more phone calls. The C.E.O. really needs to take a good hard look at the total carnage to simply get an item fixed. The after sales service was disgusting and we will never step foot into this store again.

Not happy with Good Guys in Helensvale, product delivery supposed too b Sunday now who knows..these are paid for items last week..this is not good service!!!

If you’re after customer service, avoid.

Beware of getting things delivered and old items picked up, the service operates much like a scam, they take your money and make you hound them until they finish the job. Buy from Harvey Norman or JB Hifi, anywhere but here. We had a fridge delivered Tuesday and at 9am the truck was apparently too full for them to take our old fridge, we had paid for them to do this. They also did not remove all of the packaging from the fridge as the contract said they would. It is Thursday night and I have had to call multiple times every day since to organise them to come finish the job. We now have to wait until Friday anfternoon and will lose a third day for them to come and finish the job that was meant to be sorted on Tuesday. We’ve learned our lesson that these are NOT the good guys, they just take your money and run. Buy from anywhere else and save yourself the frustrating.

Avoid this store wow look at the review. 3.6 no wonder absolutely avoid this store bought a coffee machine that was faulty. Had been previously used did not work at all wasted $160 of my money on coffee alone on top of the machine which was $450 then going to the store to return and the service was absolutely putrid I watched three other customers come and do returns while I was there and yet I was still standing there waiting for my return and refund to be done then on top of it they did my refund incorrectly was served & spoke to 4 employees and I will now be waiting up to 10 days for my own money to return to my wallet the manager Jade was there when I told her the other 3 staff member that it took had done my refund and return incorrectly. Her words !She said well there’s nothing I can do about it now how rude faulty products rubbish absolutely avoid this place stick to Harvey Norman or somewhere much more reputable with much more better products than the rubbish that’s coming out of the good guys at Helensvale wonder your review score is absolutely 3.6 what a joke absolute waste of time 😡😡😡 If I could give no stars I would grr 😠

After poor service at JB HI FI to purchase a new phone I went into Good guys at Helensvale. Well the service I recieved from Kathleen was 100% the best. Professional..most courteous, very helpful and friendly Being a pensioner I'm not technology savvy at all..but Kathleen guided me through and set up new phone with the best of customer service!! Thankyou Kathleen..very much appreciated

Good prices but awful customer service. This has always been the case with The Good Guys. We always end up standing around, looking for help and being ignored. Once the sale starts it's ok but getting someone to acknowledge you and make eye contact is challenging.

Been buying at loganholme for years but now tried this store bought a.phone. sales guy sold it and said needed.a leed to transfer details from old to new phone. After a week didn't work went back saw another guy he said lead was.useless as needed wireless to transfer buy their wireless was too slow so go find somewhere and try it . Still not working. I guess a very expensive door stop. Bloody bad service and dishonest or Incompetent behaviour? Just do not go to this store if you want a phone or really maybe anything. Been a few weeks and I won't touch Motorola again or this good guys store

A poor online experience turned into an incredible in-store experience thanks to Harpreet. One of the better customer service experiences I've had.

Had a problem with my order, waited 3 weeks for it to arrive. Went back in store to see what was going on with it and was help out by Eden. She sorted it out quickly and to my great satisfaction. Thank you heaps, Eden, awsome customer service. Very impressed.

Dennis the salesman thank you....today I received the best service..... He knows his job ....ive walked out of this store 3 times in the last week.. Dennis you need to train the staff....its all about customer service....

Catherine G from Good Guys provided exceptional customer service! She was knowledgeable, friendly, and went above and beyond to help me find exactly what I needed. Her professionalism and positive attitude made my shopping experience a breeze. Highly recommend!

I had such a wonderful experience with Catherine Garson today! My fridge blew up this morning and she helped me find better fridge, organised delivery and even got rid of my old one! She made everything so easy! Would definitely recommend

Moving out to live on my own, the amazing Catherine helped me to obtain every product a newly minted independent individual would need out in world. She assisted me from start to finish, answering the myriad of questions I had and making sure everything was good along the way.

Awesome service as usual A+ Thanks guys for recommending my gold concierge warranty it was needed for my fridge Can’t complain got to upgrade my fridge with a better brand LG 635L InstaView SxS Refrigerator Thanks to all the ladies at the front counter that made the change over and delivery easy Thanks Mark the salesperson for your advice and thanks to Marlene product assistance team.

Staff Jessica at the counter probably has the worst attitude out of the whole store. Condescending tone, unwilling to help and tried to pin the damage on us saying there were no photos to prove the vacuum tube was damaged during store shipping (there was no bubble wrap in the box and the vacuum tube has dents) We bought a Dyson vacuum which had to be repaired but was damaged again during the store shipping process. Jessica simply told us that nothing can’t be done and we had to either accept the damage or come back again (3rd time) in an unwilling to help attitude. Quote from her: store policy. She only went to get someone else to help when we had to request a better solution. It turned out the store can contact Dyson and send a new tube.. Jessica, you can do better.

Now this place is what service and great quality purchases are all about. My partner came in wanting to purchase some products as we just moved house. I believe he was served by a gentleman named Erwin. Service was excellent and genuine. Erwin was very attentive when it came to listening to what me and my partner wanted and needed. Great prices and our purchase came within a few days. We are slowly building our collection! So happy with our purchase. We need more genuine customer service like this. With care and listening, a business can go a long way. Great job Erwin you legend and thankyou for helping us. We will be back!

Great service from salesman they meet what we offer and we only looking what a place we think to renovate the kitchen.

Tyson and Lua were great. Lovely men who delivered our new fridge did a great job. Even took our old fridge with them. Thank you

Absolutely horrible experience! Purchased a coffee machine, broken multiple times. Purchased full warranty which The Good Guys will not honour the warranty. The coffee machine has been sitting in the warehouse for months now with and good guys has not even tried to contact or rectify the situation. Do not recommend shopping here and will never go back. Had to contact consumer affairs over this matter. Horrible location, staff and business.

They’re very unorganised very lazy, extremely rude, do not know how to make a sale and talk to customers politely. Ill happily spend my money elsewhere

Unorganised, lazy, very rude customer service. They do not put business or the customer first. I tried spending a couple of grand here for a new washer n dryer 3 times in over two weeks, only to be met with lazy unorganised rude behavour/ responses. I took my money elsewhere. Damian in washer and dryers really needs to do a customer service course, to learn how to make a sale and speak to paying customers. If i could give zero star review, I would.

I would like to thank Kay at this store who was very helpful today with a recent purchase. Made it so easy for me to👌 finalize my transaction.

Steer clear of this place. They do not honour warranties, rude staff. Will never shop at this place again and we suggest everyone see shop elsewhere

I was really pleased with the service and handling of a warrantee claim that I had for a massage gun. The staff handled the claim with a great attitude and in a friendly, professional manner. Often when dealing with a warrantee claim you can feel like the staff don't want to know about it... but the team at the Good Guys Helensvale were really good about it. Product replaced and another happy customer created!

For the garbage delivery service, I specifically asked for leave from morning until night. The tracking link prompt was ranked 20th, and then new numbers were added continuously. It waited until 6 o'clock in the evening and it showed that it could not be delivered. Call, transfer, hang up, call again, and finally make a new appointment. Everything has to start again. Is the customer's time so worthless? Why there is no zero star！

Highly recommend Stefan in the tech area of Good Guys Helensvale. He is extremely helpful and knowledgeable. I have seen him a few times over the past few months to purchase a new mobile ph and yesterday to get advice and purchase some monitors and asseccesories for my work office. Stefan goes above and beyond to help. Good Guys are lucky to have you on their team.

Do Not Use their home services to install appliances for you. Please find your own eletrician. The electrician contractor was Jordan, New Connect Electrical Pty Ltd. 1. Jordon did my home assessment before I purchased any appliances. The sales representative called Jordan to check the measurements and stated I didn't need to trim the bench-top for the product I chose. On the day of installation, my benchtop cutout was still too small. I called the store and I heard Jordan telling the store person my benchtop cutout would not have fitted any of the available products from The Good Guys anyway. Jordan knew my benchtop required trimming and failed to inform the store. 2. Jordan was messy and not great. After his work, I had to clean all the drawers around the area because of the sawdust. The trim was ugly and the way he wired my stove top and oven was not great.

rude staff

Went yesterday to buy a chest freezer, was standing looking comparing prices Staff had passed me never asked if I needed any help this has happened more than once at this store last time I was there was 3 years ago had the same experience. I was in the store for 20 mins no one approached as I was walking out there was at least 3 staff standing a just talking. 2 over at the tv dept standing talking, passed them all nothing, til I nearly got out the door and the young lady said can I help you with anything I said unfortunately after waiting 20 mins with no assistance passing 5 staff members with no response I said I wanted to buy a chest freezer but the customer service here is very poor I’m taking my business elsewhere. She said sorry about that, have a nice day ! ???? If your looking for assistance don’t go here !

Catherine G helped me to choose a blender and encouraged me that I didn't need to check what was in the box. Come home with no blades and missing cups! Now I have to go exchange it! Worst service I could ever have!

Bought a new washing machine yesterday, Monday, and was told it would be delivered today, Tuesday, and I would receive a text to let me know a delivery window. No text. Rang at 9.30am today and phones still on night switch, so I left a message and phone number for them to call me back. No phone call. Rang at 11.30am, to be told machine was never going to be delivered today. It might get delivered on Thursday. Very off handed service. I am not happy at all and still don't know when the machine will be delivered.

Busy. Generic brands only include AV.

Stefan was so helpful! He gave us a really good demonstration on the laptops we were looking at and helped us decide on the best one for us. Will definitely go back and see him for any future needs. Thanks Stefan