Don’t trust the good guys anymore.😡😡😡😡😡😡

Good guys are terrible I will never shop there again. Brought a washing machine from them. We were told with prime delivery that they would take away the old washing machine and the packaging for the new one. The delivery men were rough and rude. The delivery men refused to take away the packaging, they said it's not part of the service. Now I have a whole lot of packaging and foam to dispose of. Very disappointing. The below was added on a day later. And to make things worse I just discovered a protective plate in the packaging which they didn't install. It Turns out to be a good thing they didn't take the packaging away. Good Guys are absolutely hopeless.

New washing machine all good

horrible customer service. stupid staff team watch you enter and don’t even greet you or even attempt to help. stupid store. go get retrained for some manners. disgraceful

If you need a new fridge, kenneth is your guy. His so professional and knowledgeable about the products, not pushy in any way, and is patient and provides great advice and alternatives. He also provides you with a better price or deal. Never seen such amazing customer service. Will be back soon

Never any stock. Always on back order or 1 item left that is on hold.

Best customer service I’ve received in years.

This store is a disgrace to the Good Guys! I think they are very confused in here- of course you will be able to purchase anything- GOOD LUCK with the DELIVERY!!! Zero care or interest-they even hung up on their own internal Complaints line.

Very impressed with prices and service bought fridge microwave washing machine kettle toaster was happy with the price they offered saved few hundred dollars

I went to this store to purchase a rangehood which I looked up on the website. I asked Emily if the rangehood included the ducting system or if I had to purchase it seperately. I was told it was included with the Westinghouse rangehood I purchased. After arranging a tradie to come install the rangehood, to unbox the item with no ducting system included as I was told, was a major inconvenience. My tradie will have to purchase the duct elsewhere and come finish the job another day. If you don’t know the answer to a question, don’t just say anything! Ask someone else or be honest and say you don’t know.

On Sunday rang to see about price match on a watch spoke to a young man on the phone named Joe could not do enough to help when arriving in the store all the staff were very helpful would buy all my electrical appliances in this store from now 10 out of 10 for the service

Every time i have entered this store i feel as if the staff couldn't care less that I'm there. Between staff blatantly ignoring me whilst I'm waiting to purchase something, to the staff inappropriately chatting away to each other about unrelated topics I wish i could give this store 0 stars.. And if you have to bring a faulty product back for a refund, you're subsequently treated like a criminal! I was questioned 100 times about a faulty vacuum cleaner, accused that i just didn't clean it, to them accepting the fact the vacuum was faulty (out of the blue) and offering me a refund. Please do yourself a favor and just shop somewhere/anywhere else.

Great place and friendly staff.

Nil sales customer service. No one approaches to help out. Been to the store multiple times. All sales guys busy chatting among themselves. Have to chase up a sales person to help out. Pretty much same situation even after 4 years of posting this review.

Want to give out a massive shoutout to the amazing Kat from Good Guys Thomastown. Fabulous customer service, honest straight forward no nonsense customer service. 10/10 walked out with exactly what I needed plus more. Highly recommend going in and seeing Kat for all your appliances needs.

At least they had the stock, not like JB HIFI

DISGUSTING... I have shopped from good guys multiple times, and I was happy with the result. This time though it was bad. I entered the shop 15 minutes before the closing time, I already knew what I was gonna buy so I went up to a staff member and asked about the product, it was a jbl speaker. The staff member was very helpful and he started showing me different speakers and more speakers w the same price, and then he showed me the one I brought. I told him to wait a second so I can my wallet from the car at the car park. It was only 10 minutes before their closing time. I entered the store and I asked a different staff member to get me the product, I said the name of the product and then he started screaming to his coworker to get the product and then he kinda got pissed and he went to get it himself I guess. I went to the front desk and I checked if the staff brought the product their and the response was: no cant u wait? After 3 minutes he came with the wrong product and I told him it's the other model and he rolled his eyes and went to get the product and he was whispering swear words. Then the staff from the counter were calling his name saying: J******* it's okay I'm going to get it. And the guy said : NO ITS FINE! Then he came back again with the wrong product and then I showed the front desk the product on my phone and they checked if itb was on stock and then he went to get the product and he came back with the wrong one... After that the manager went to get the product and she got the correct one. She apologised at least for the wait. The front desk staff were rude and when I asked what time they close she said with an attitude, we are closed". I left the store and the time was 30 minutes after their closing time."

Many staff but not one offered me any help when I was searching for an item for quite some time. They all saw me including a gentleman playing with a tv at the entrance and three staff standing having a chat. Seems to have a good selection of things though so if you know what you want ( and where to find it) it’s a decent store.

Always got a great range and good specials. Staff helpful

Not bad store. Staff is friendly.

rude and pathetic customer service by one of the Good guys manager

Классный магазин бытовых изделей. Мне очень понравился большой ассортимент холодильников морозильников.Работники оперативно обслуживали несмотря большой паток покупателей.Можно заказать эксклюзивные варианты на ваш выбор,например в стиле ретро))). Я например купил маленький холодильник в стиле ретро за приемлемую цену.Через несколько минут уже загрузали мою новую покупку на мою машину. Есть гарантия за каждую покупку. Ещё есть удобства что есть филиалы этого бренда по всему штату Виктория и по другим штатам. Если покупаете большую технику или много изделей,то они вам доставляют на ваш адрес.Классные ребята эти Гуд Гайс.Рекомендую.

Knowledgeable staff and great range.

To be honest there should be negative rating available for this store. I ordered the product click and collect in Nov 22 2024, received email confirmation that order ready to pickup on 23rd Nov 2024. When i reached to collect the staff said they dont have the product🥴🙏🏼 really?? Then they said they will send that instead to our home by 2-3 days. That should have reached to me by 29th Nov 2024. I came back to store again to see the status, they mentioned they cant assist with that order anymore as its been transferred to other store??? Really So these goodguys or Bad guys??? I don't know when will i receive the refund now as product not received yet!! Guys think thrice to order from this store as the store manager Emily also very rude at front desk not really helpful. Wasted my 2 days and 2 hours!!

Bought a kitchen appliance

I love coming here the customer service is amazing. Went in on black Friday to buy what I wanted and it took me 5 mins. The staff here are so knowledgeable and efficient. Definitely worth coming here.

Disappointing service and deceptive sales tactics- promised the product was in stock and would be despatched the next day - only to not have it delivered 4 days later cause of ‘no stock’ leading to me cancelling the order.

Make sure you do price match on there website, otherwise you will pay the full price and the staff wont tell you, don't bother emailing them because you won't get a reply

Thomastown store- Disappointing service. Promised a 24 hr delivery and then after 4 days said no stock, warehouse backed up so I had to cancel the order.

They never answer their phones. If they do, they transfer you to another line that never answers the call. Shocking!!!!!!!!

Reckless and unknowledgeable staff members

They take $12 for delivery, engage an outsourced group called Team Global Express (TGE) for that, who says they will deliver on a particular day, then comes on a different day & the ask to collect it from a Hub" 10 kilometers away from my home! i could've saved the trouble to drive to good guys directly (which is 15 km) and avoid all the stress of chatting with TGE and hearing their lies. I am not buying from Good Guys again until they get rid of the Bad Guys (TGE) for delivery"

The team at the front counter could benefit from additional customer service training. I had difficulty explaining the issue to one staff member, as she was unwilling to listen. When I asked if a specific item was in stock, she told me to check for myself and then continued chatting with her colleagues, which felt unprofessional.

Purchased a side by side fridge/freezer. Salesman: Kenneth T. Was very helpful with the purchase all questions answered he wasn’t just trying to sell the product. Customer service was great. Highly recommended. Thomastown store.

My son arranged a purchase and good guys agreed to price match, free delivery and take away old dishwasher. The delivery driver refused to take away old appliance. Misleading and deceptive conduct! This is not good enough. How do we have this rectified? We want the old dishwasher collected and taken away which was agreed to on negotiating the deal. Update - son contacted store. They have agreed that records show the old appliance should have been taken away. They are now proposing to remove. Will update when picked up. Good to see they are acknowledging the system mistake. And now we are off to Consumer Affairs as they are blaming their staff and not honouring the terms of the purchase arrangements in breach of Consumer Law. I’ll keep updating! Update - the 7 days is nearly up and the Good Guys have not yet responded to the letter outlining the Consumer Law breaches and giving them an opportunity to correct the situation and remedy the matter by honouring the purchase deal arrangements. 1/10/24! I’ll keep updating. DO NOT DO BUSINESS WITH THIS STORE - misleading conduct, poor customer service and do not honour contract arrangements. His purchase will end up costing him at least $100 more - we will NEVER purchase from GOOD GUYS THOMASTOWN ever again. If there was a 0 star rating that’s what we would give them - 1 star is too generous

The staff from start to finish of my purchase were extremely helpful and made my shopping experience easy and enjoyable.

Customer service is terrible . 30 minutes waiting in the queue and no one really care

Disgusting customer service. The woman that answered the phone kept jumping to conclusions. Before she even asked to check my order she was telling me that I had to go back to the Essendon store to tell them to set up a store to store pickup. I asked her “how do you know they haven’t set it up already?” She was super impatient with her response and with a huff asked what my order number was to check and guess what? The Essendon store already set it up. Point being, if I listed to this girl I would have wasted time going back to Essendon and then to Thomastown… While I was at the Thomastown store I heard an employee in the ovens section being extremely racist to a poor gentlemen who was trying to buy a product My husband and I made a mistake with our measurements for our fridge and were completely happy to pay the restocking fee etc. But The manager was so rude in response to our questions saying “well that’s something you should’ve checked when you bought it”… well DUH. I don’t know anyone who would go out of their way to order a fridge that’s the wrong size… it was a mistake and we were happy to deal with the situation to fix it we just didn’t need the attitude especially as we were completely compliant and kind Overall seems like the staff here think they are above their customers and have no patience, or will to understand and genuinely help people. Essendon DFO has incredible service if you can make the trip.

Great price great service

Good stock, great prices.

No price drop guarantee even for just one week, unless you buy Gold Service Extras. How about I return it and just buy a new one. Commonsense is not that common. Trash.

Thank you to Roseline & Jasline ( i hope i spelled your names correctly) for helping me out. Youve made it a great experience for me

Very bad customer service.

Staff on the floor was really friendly. But staff at check out have some serious attitude issues. Zero customer service skills.

I came in for a 75inch tv and Damian helped me out and gave me a really good price and helped me out with delivery and extended warranty. I've been back multiple times for other products and he always helps me out

WORST customer service ever!!!!! Negative stars would be what I would have given. Bought a Dryer in June 2024. Told us that it will be in stock in 2 weeks. Chased up since there was no communication about delivery. Store member says there is a nationwide delay with LG so it is on back order. It would have been great if it was communicated that to me!!! Also, it’s now September 2024. We have been waiting for 3 MONTHS! This store takes no responsibility for their orders and would easily handball the problem to someone else and wipe their hands clean! It’s so easy for them to say “unfortunately there is nothing we can do but offer you a refund”. If I wanted a refund I wouldn’t have purchased it in the first place! No communication to date on an update on this order. What a bloody joke!!! NEVER going back their again. This is not the first or the last time this has happened to a customer from the reviews I read. Can’t believe they get away with this!!

I've bought a new washing machine, Fisher Paykel. Old machine onits last legs.

I’ve been buying from this store for decades, went Into buy a large TV 85 inch, which was purchased along with a large wall bracket to suit. Felt extremely rushed, felt like you couldn’t have a decent look around. No offer to carry the bracket down to the front end of the store. Then the girls at the front end, rude as, no customer service focus whatsoever. Delivery today was good, the two contractors were the best part of the whole experience

I purchased a vacuum cleaner on special in June 2024 from the Thomastown store. Told it would be in stock in about a week or two. Waited a few weeks, called and advised it was now due in late August…. Email head office as I’m not happy about the long delay and this is the wonderful exchange… Me: Hey Good Guys, ordered and paid for a vacuum cleaner on 28/06/24 and told it’d arrive within a week or two. After numerous phone calls along the way, I’m told today it’ll hopefully arrive late August…. How bout you don’t offer big discounts on items you don’t have in stock and for orders you clearly can’t fulfil?? Or offer an alternative?! Good Guys: Hi David, thank you for getting in contact, and we are sorry to hear this. You are welcome to contact the store direct to discuss an alternative model as the team should be able to assist. I go to the store and am told there’s nothing they can do other than a refund and there is no guarantee now that I’ll even get it in late August! Email head office again… Me: I have just gone into the store and aside from apologising and offering a refund, I got nowhere. Furthermore, there’s absolutely no guarantee I’ll get it by late August now either…. It really is piss poor that it’s a case of ‘bad luck and see ya’. Very disappointing. Good Guys: Hey David, sorry about your experience in store and the delay with your order. We will pass the feedback onto our team for internal review. However, once stock arrives and is dispatched you will receive tracking details accordingly. Me: That’s ‘fantastic’, I’ll get tracking details once dispatched. Problem solved 🙌🏻 There you go. Stiff twos for me!

Their price is very competitive. And also they are very helpful.

Very poor customer service in the front desk....

Just had a shocking racist customer care. Very unprofessional.

Staff and manager’s behaviour very rude towards customers and they will raise their voice towards you as they are kings here!!! Must not go to Thomastown Goodguys as they not good at all.

I placed an order for a vacuum and was promised it should come in a week or 2 max. After 2 weeks, I chased them up, and they said they have a email that shipment is delayed!!! isn't this supposed to be communicated with customer?! The girl in CS offered to charge $10 for a delivery from other store. I paid that, and after 2 days I called to see when I will get it the CS over the phone, said shipment wasn't placed!!! She placed the shipping request and told me this will take about a week to be delivered!!! Poorest organization skills I ever experienced.

My parents wanted to extend their thanks to Don! Don, I have heard nothing but compliments about your service, even from my parents who don’t dish compliments easily! They’ve even pestered me to write this review and mention your name! I hope this recognition gets to you - you wholly deserve it! They can’t keep praising how you managed to source appliances from other outlets and got the delivery happening so quickly: purchased on Sunday, delivered on Monday! I’m sure our whole family will be directed to you for any appliances in the future. Thank you Don! From Minh’s daughter.

Visited GG Thomastown to buy a TV for boyfriend and George was very helpful. He checked the good deals for me and answered all my questions. Shout out to Kiara and Chelsea too earlier. Love your work guys.xx

Warning do not waste money on extended warranty Staff not listening the problem doesn't matter which warranty we have. I have spend $400 on miele vacuum cleaner on 4th of june 2024 Left scratch on my floor and that pipe keep coming out from the stick. i have took vacuum at store but they don't want to listen my problem just given me there excuses like we have same vacuum never had problem. They told vacuum not clean first clean the vacuum and come back we can't return because you have already used without using how i know it's faulty. She told me rudely we are sending for assessment if there is no fault we will charge you.When they want to sell something then really polite if it's faulty there behavior completely changed like we are begger asking something from them. When that lady asked me extended warranty she said any fault in 3 years bring your vacuum cleaner and we will give you new vacuum. they are not listening me in 15 days how they are going to listen me in 3 years. Really disappointed

The Good Guys - Concierge Dept After a numerous emails going back & forwards from the Good Guys Concierge Dept & requesting a report from a Washing Machine, Technician (of course there was no report) I finally received a text message from Woolley Appliance Services. The technician was absolutely a gentleman but just don’t ask any questions about the company in question, which in my case was LG. The technician was very tight lip about the extended warranty policy. Just remember, when purchasing white goods appliances or any products, the warranty should cover all aspects of that appliances/product. There shouldn’t be any conditions on Extended Warranties. When appliances come out from the manufacturers, they have built their appliances. They should cover all parts of the appliances. Looking at the replacement part of this LG washing machine, I noticed the part was of a thicker material & of a better quality, compared to the original part. I asked, the Technician if he would be able to change the other side because the replacement is of a better quality but he said, ‘No’ Just be very careful when purchasing extended warranties ask question to what the warranty covers, when placing a claim on the appliances. *LG Wash Machine Model WTG9020V with Soft Close Touch Lid. Also, I would like to point out, when corresponding with customers/clients refer to previous emails. The Staff from the Concierge Dept emailed me with my late name’s details, when the invoice and receipt were submitted in my name alone.

Be careful shoppers I went to buy electric blanket and without my consent or asking me they changed my mobile . They were very shifty and dishonest . I was not happy at all when i was treated that way. Shifty staff

Great service and price

Extremely helpful staff that went above and beyond to help.

Terrible service No idea of customer service

do not waste your time calling them. No one will answer your phone calls

Called to speak to someone regarding my coffee machine warranty they answered straight away saying “good guys how can we help you” (no name given) and I said “hello, I bought a coffee machine 5 months ago….” and right after that sentence he blatantly hung up on me. Tried calling again for ages to no avail. Appalling service. (Called Sunday 28/4/24 @ 12:45 ).. your making it really hard to stay likeable good guys Thomastown.

Damian provided excellent service; he exhibited utmost professionalism and was exceedingly helpful.

I went here to buy a fridge, found the one I wanted. Had a fantastic young guy helping me. Then we started to talk delivery. I live in a town house kitchen on the 2nd floor. Gave dimensions of the stair well. I asked what the charge would be if the fridge wouldn't fit. Lovely young guy went back to his supervisor 3 times to get an answer. In the end I was told that it would be best if I went somewhere else to get my fridge as GG didn't want to deal with the stairs. I went to Harvey Norman, same fridge, better price and stair issue sorted.

Went to Good Guys Thomstown bought a new washing machine yesterday and was delivered early this morning on time thank you to the salesman Damien was very polite and honest and am very happy thank you will be back

Worst service....lots of miscommunication between staff

Firstly great service by Damian, he is very professional and helpful. Staff members are all quite helpful but there is always one. He doesn't like to help customers and unfortunately have lack of knowledge in products (TVs in my experience) plus a bit rude as well.

What truly set this store apart from other electronics retailers was the expertise and professionalism of the staff. The sales associates were friendly, approachable, and well-informed about the latest trends and technologies in the world of electronics. I was particularly impressed by the level of customer service provided by Tony. He patiently answered all my questions. His dedication to ensuring customer satisfaction and happiness was evident at every step of the shopping process.

Satisfied shopping experience. Got my air purifier very quickly.

You are doing something that no one trusts you anymore. The warranty in this store is a big mistake

Returning a defective product is a long process and a big insult. I completely regret my trust

The worst purchase can be made here, there is no obligation in the warranty