The Good Guys Hoppers Crossing

Customer service is absolutely trash.

After a gruelling ordeal with woolies trying to warranty a samsung TV that was less than a year old, Josh helped me in person at the store. I appreciate your understanding and compassion to actually help people with an issue

This is our nearest good guys,Jahnvi is the best,she supported us a lot in choosing what we want.She explained all the features.We are happy with our purchase today.Thanks Jahnvi

Never buy the good guy premium delivery, they were late and even use all kinds of excuse to avoid taking the old fridge saying someone will take it. I contact them 3 times and they promised 3 times to take it but after 2 weeks, it is still there in my front yard.

Went to pick a monitor and they were doing some renovation on the frontside of the store heavy dust. Not sure how the council / EPA allows them to run the store while doing those sorts of renovations. As I was entering the store heavy dust filled air struggled to breath and then I hear a big bang as something from the renovation has fallen on the front porch area. I went along with a toddler and was worried about my family safety. When I enter ask about my product an Indian lady at counter very reluctantly (as if she don’t want to talk) says pick it up from back. She doesn’t even have patent to explain me about the second lane through which I have to enter. Anyway, as I was walking towards warehouse, workers were doing drilling and other activities still I went through them and reached back side. I ringed the bell and was waiting inside the warehouse then an idot (so called customer service guy) comes from the carpark area and shouts loud with angry voice Out! Out! and says few more words, as if I am doing anything wrong standing there. I didn’t even understand first as to why this guy was shouting, was in bit of shock. The workers we working so close to the warehouse as I was worried about safety that’s the reason I went inside the warehouse and was standing with my family at a corner. If that guy wanted to tell me that I shouldn’t be inside he could have told me in a polite way too but outside of the warehouse is hazardous as these workers were working so close to warehouse. This idiot didn’t even have the common-sense to talk properly other than shouting like a mad dog. Looks like he doesn’t even know what WHS is and doesn’t even care if the person coming to pick up their goods having been a loyal customer to them for past 20yrs what a rubbish customer service people good guys is having now a days. Extremely disappointed!

Still waiting for the air con to be fixed or changed as told by your technician. Been waiting since 28th Jan wouldn't recommend you to anybody

I placed an order online for click and connect from their Hoppers Crossing outlet. I received the email that my product is ready to be collected. I went to the store after three days for collection. I showed the staff at the collection point the email to collect the order. She went inside the store and I waited for 15 minutes for her to come back. Then she came back with the product but its box was totally destroyed on the top. She said that she does not know why I have received the confirmation email for product collection because according to her this item is not in stock at all. She said that this is a piece which you could take but I can help you to get some compensation for it. I said ok, she asked me to come inside the outlet at the front desk and she will explain the persons there and they will process some refund for you. I went to the reception and people there tried the partial refund process but could not do it for some reason. They called their supervisor/manager and he said that why you are trying to refund, we have heaps of these products available in stock. Give the customer a new one. Then I again waited another 15 minutes and they finally came back saying sorry we don't have it in stock as well as we cannot process the compensation. I then said that why did you offer it at the first place and why my time was wasted for no reason. The staff there has no collaboration, no body knows anything about their stock, systems or anything in the store. They all work there like idiots with no understanding of what they are doing or saying to the customer. One person says something else and the next one says something totally different. Total disappointment.

If you don't want togo thru an a frustrating process please don't buy from Good Guys.. I will never purchase an item from them ever again.. They charge more for Uber delivery within 90mins - otherwise I could have come and pick the item up myself.. A week later the item is still not delivered. no communication regarding the late delivery.. Tried calling the store to get update on a purchase but couldn’t get through as phones were always busy . I rang 4 days in a row and even sent an email to ask when my product would be in -no reply. Then their online chat bot told me my item will be handled by a store in WA (while I'm in VIC). Was happy to pick it up from a nearby store although they charged delivery free. They did not let me… and wait again…. Terrible communication and customer service experience. Will not go back there again.

Really disappointed with the service provided from this particular store. I ordered (what I thought was..) a brand new MacBook 14”. On opening the parcel I’ve found it’s what I believe to be a display unit with the wall adapter missing. All seals broken and missing bits inside. Considering the cost of a brand new MacBook it’s fair to say I’m upset. Now I have to get my local store (Geelong) to try and source this same unit from another store within Australia and who knows how long it will take. It’s really not hard to verify if a unit is sealed or opened before posting it. All fine if advertised as display or refurb etc but this was purchased new and sent as if someone just put their personal (used) MacBook in a box and called it a day. I never leave poor reviews but I’m genuinely upset at the service I received. I don’t think I’ll shop with the good guys again after this.

We supposed to get our fridge today but unfortunately there's a massive damage now we left with damage food without fridge. We already given to our fridge to a single mum. Trying to call the good guys no answer .

Very helpful and friendly staff

Very poor service . They kept me on hold for 11 minutes and then disconnected and never call back. Online status shows my items are ready to collect but when j went to store they could not find. After they said items will get transferred over from other store. No follow up or updates provided even after one week. Very poor customer service.. would not recommend hoppers crossing store to anyone.

I recently visited The Good Guys and had a great experience, thanks to Anthony. I was looking for a robot vacuum, and he was incredibly helpful and patient throughout the process. He took the time to explain the different models, features, and benefits, ensuring I made the right choice for my needs. His friendly and professional approach made the whole experience smooth and enjoyable. I highly recommend asking for Anthony if you need assistance—fantastic customer service!

I visited the Good Guys store last week and I was very impressed by their service and selection.The representative was Goz.T he is awesome with his product knowledge and skills, he explained in detail and I am very happy with his hospitality and I appreciate his efforts. They had all the products I was looking for. I would highly recommend this store to anyone looking for quality products, This is a 5 star review for sure!

Worst customer service ever, there is no way to get hold of someone over phone once the order is placed. Over a period of one week, I have called the hoppers crossing store at least and no one bothers to pick up the phone. An email sent to their customer support almost a month ago is still not responded by anyone. Inspite of asking two different persons multiple times in the store if they are booking the home service with the right content, they still booked incorrectly. The person assisting at the kitchen area had no experience at all and was just saying it is up to us decide rather than guiding us with the options available with the specifications we needed.

Home appliances..

I would like to say a massive thank you to Heytal in customer service front counter. She has been super lovely and great to deal with every time we have come to the store . She is always super helpful and gives really great recommendations. Thank you so much for always helping us and making our experience great

Hard to navigate and staff not really helpful nor friendly.

If there was a less one star I would’ve done that. The prices varies from sales person to another sales person. The customer service specifically in this hoppers crossing store needs a good uplift and training. The product I purchased was on back order which they told me AFTER I PAID!!!! Then after that they are very good to brush you off because u already paid. Good guys generally GOOD. Do yourself a big FAVOUR please AVOID this HOPPERS store

Today I visited here. There is a lack of customer service even no one ask Hi or Hello I spent here 20 minutes but no one ask for help

The good guys is always a top choice for me to sort my home appliances out. Staffs are friendly and agar to help.

I am writing to express my frustration and disappointment regarding my recent experience with Hoppers Crossing Good Guys store. I purchased a Westinghouse Canopy/Rangehood in mid- November 2024, paid in full and also paid for an electrician to install it. At the time I was assured by your salesperson Matthew, the wait time would be three weeks, which I accepted. However three weeks later, I had to follow up myself, only to learn that Westinghouse was out of stock and I would have to wait until the new year for my delivery and installation. Now in January 2025 I have been informed that my canopy/Rangehood has been lost and Mathew is ignoring my calls and failing to return any messages I’ve left. This has been an incredibly disappointing experience ,it reflects poorly not just on hoppers crossing store but on your brand as a whole. Your service has been unreliable, communication nonexistent, and customer satisfaction clearly not a priority. While you were quick to take my money, you have FAILED TO DELIVER ON YOUR PROMISES OR PROVIDE ANY RESOLUTION TO THIS ISSUE. This situation is unacceptable this level of service unprofessional. If this matter is not resolved promptly, I will escalate it further, including taking it to consumer protection authorities.

Most of the Staffs need Australian standard customers services with appropriate communication skills in this store.

I recently had the worst customer service experience at Hoppers branch of The Good Guys, and I feel compelled to share it. From the moment I entered the store, it was clear that customer satisfaction wasn’t a priority. The staff were either unhelpful or completely ignored me while I was browsing, despite making eye contact and standing in the same area for a while. When I finally approached someone for assistance, they seemed uninterested and gave me vague answers to my questions. I had a simple inquiry about a product’s availability, but instead of checking or offering any useful information, I was brushed off with a dismissive “I don’t know” and told to “check online.” I could have done that myself, but I was at the store specifically to get more information!

I am extremely frustrated with the lack of customer service at The Good Guys. I’ve been trying to reach their store to report an issue with a recent purchase, but no one ever picks up the phone. I decided to visit the store in person and thought I’d try calling again while I was there, just to see what would happen. To my shock, even though the staff were not actively serving customers, they still didn’t bother to answer the phone. This level of customer service is honestly pathetic. It’s incredibly disappointing, and I’m left feeling completely ignored.

Good range but limited help from staff. Probably because it was during the holiday season

We had the pleasure of being assisted by Jahnvi, and we cannot express enough gratitude for her exceptional service. She went above and beyond to help us with our queries and provided life-changing tips that made a real difference. Her knowledge, professionalism, and genuine care for her customers truly stood out. It’s rare to come across someone so dedicated to ensuring a great customer experience. Thank you, Jahnvi, for your incredible assistance—you’ve gained lifelong customers!

Standing around for ages waiting for help then they could not do delivery for my elderly neighbour because she did not have a mobile and forget about any help once we paid and wanted a demonstration on how something worked.

They do give room for negotiation and also the concierge option is very good for that peace of mind. Will strongly recommend this for anything above $500

I have been shopping at Good Guys for a very long time in the South Eastern Suburbs and I always had a great experience. But visiting a Werribee store was a terrible mistake, the sales executives are terrible and least interested to provide any relevant information about the product. They are only interested to complete their 8 hours shift. Harvey Norman has a much better staff to be honest.

Quite shocked as it is by far the best customer service I've ever received at a good guys store Australia wide, those people who have given low ratings for customer service, try either of the Canberra stores... Care factor for customers is zero.

Pathetic customer service

Product collection is good. But no customer service. Very Rude customer care. They are some girls are talking together and checking their mobile 📱 phones , but No one is welling to suggest or help. Good guys Management need to take action

Purchased a fridge over a year ago. First thing went wrong when the organised time to deliver my fridge was changed without notifying me. Second thing that went wrong is the delivery men ruined my front door by their carelessness of bringing the fridge in, so I needed to contact a tradie to fix my door. When we purchased the fridge i was promised some missing parts of the fridge to be sent separately as they were missing from the display fridge. The lady who served my partner and myself stated her name to us, after a few weeks the parts had no arrived, so I revisited the store and spoke to the staff member and she reassured us the parts are going to be delivered. I have tried to contact the store a few times and the staff have been so unhelpful and keep stating that this staff member will call me back and still nothing. Horrible customer service.

Poor Delivery Experience We encountered a disappointing experience with the delivery service. The sales staff seemed more focused on securing commissions, which led to oversight in our order. Specifically, we were not offered the option for premium or standard delivery, and standard delivery was default-selected. Our goods were delivered over the weekend without installation. Despite our same-day contact with the store, who claimed to have informed the driver, the delivery personnel showed little concern. As a result, our appliances were left uninstalled in the hallway. This experience highlights the need for improvement in the delivery service.

My old kettle died so I drove to Good Guys in Hoppers. Parked out the front, went in, checked out their display stock & bought a new kettle. Quick & nice & easy.

Always pushing for sim plans for bonus gift card, some have no clue or information about the products. Better to search at home and price match with others.

Contacted good guys for a new fridge with premium delivery, However it wasn't so premium after all. They were supposed to deliver our fridge on the 13/14th of December, apparently they couldn't deliver it. So they made a new day for Monday the 16th, delivery guys turn up, refused to take the old fridge which we paid for them to take, left it out the front of our house and said they would organise another truck to pick it up, its still sitting outside as of the 20th. We tried contacting the store to no avail, also sent emails. We finally got a hold of someone today 20th of December and she said she will send a truck to pick it up. Quite alot of miss communication and not a great service. Would not recommend paying for premium services when you don't receive it. I attached photos of our new fridge and old fridge sitting outside

Wish to give them 0 star rating But unfortunately I couldn’t because there is no option. Very disappointed with this hoppers crossing store. They do 0 cooperation after sold their product. I brought a new washing machine in November 2024 , Spend $1000 on the product. when I used it , found that Fabric softener is not going through (I putted in the right container). So I called them and expanded the problem, they advised me to email so then I emailed them on 21st November , including photos and invoice photo , and mentioned the problem and asked for help but no one replied back or called. Then I called them but never reached. so then I did wait for reply but no success. So then again I called in store last week and the person said , “they will follow up in 48 hrs” , they will fix it or replace it. Then I did wait until today , as it’s more than 48 hrs but no one called me. Tried to call them today but couldn’t reach. very poor customer service…. Will wait for 1 more day if they get back to me well n good otherwise I am going to take legal action against Good guys Hoppers crossing as I wasted many weeks , cloths not getting wash properly, wasting my time oh phone and many more. I will include all this in my legal action now. 🙏🏻🙏🏻

Bought an Aircon system with installation. Gave me the wrong brand head unit to match the outdoor unit, f-me for not checking I guess. Installation day rolls around and they pull a no-show. No calls, no messages or email. Called the store and was hung up on multiple times. Go to the store, apparently any date they'll tell you in store is just fluff. Waited around for nearly 3 weeks for nothing. Barely a sorry or nothing. Finally book in with an installer directly and it seems Good Guys have charged me the incorrect install price and have to pay the installer $200 more on the day. Place is a joke. Almost enough to drive me to Harvey Norman... almost. Seems like they just want the quick sale and the cash clears, no s***s given. Seriously, go elsewhere.

Extremely disappointed with this experience. I paid for delivery, yet only 2 out of 3 items were delivered. After waiting for two weeks, I called the store and spoke to three different people, only to be told to contact Australia Post. When I contacted Australia Post, they confirmed they had never received the parcel. I called the store again and spoke to Julie, who checked the warehouse and discovered that the label hadn’t been printed correctly. She assured me the parcel would be sent the following day. While I understand mistakes happen, I received no updates the next day and had to call the store again. Julie then claimed the parcel had been sent, but I made it clear that I would be traveling and couldn’t receive it if it arrived the following week. Once again, there was no update the next day. I had to call the store yet again and explain the situation to four different people. Eventually, I was advised to pick up the order from the store—on the other side of town—even though I paid for delivery. Finally, I received an update that a new label had been created. The order was originally placed on November 26th, and as of December 14th, I still haven’t received it. This has been an incredibly frustrating and time-consuming experience.

Terrible customer service. Placed an order online that was supposed to be delivered, but it never did. After 5 calls between Australia Post, their customer service team, the store, the warehouse, the store again and the store again they were not able to resolve the issue. The solution I was offered was for me to drive for 3 hours and pick up the product myself because they couldn't ship it (because this was an online order?!)

Huge thank you to sales person Chris in television area. He was very knowledgeable and helpful. We purchased our new 83 OLED TV and we are loving it. We will reccomend Chris at Good Guys. Thanks again."

Great Customer service. Assisted by Vic today and he helped us explaining about the product. Requested for price match and he gladly gave us a good deal. He always wear a smile and we were very comfortable chatting with him. Great experience shopping at Good Guys Hoppers Crossing. Will definitely come back. Assisted by Nick during the Black Friday sale for a purchase of a microwave. Superb customer service from Nick. He exemplified professionalism and grace under pressure. Despite the multitude of customers waiting for customer service and him being almost alone on the sales floor, Nick managed to provide customers with what we need. Nick deserves a bonus for his exemplary work on that day! Kudos to Nick 🏆

Delivery service is a joke. You pay extra $85 for premium delivery and they don't disconnect old appliances or assist in moving a dryer on top of old washing machine. The staff who sold us the washing machine assured us they would do everything. Now we have our new washing machine dumped in middle of our kitchen and had to rebook for them to come out after we have disconnected the old one, which took like 2 minutes. Best you use E&S or Appliances Online. At least they include free delivery, disconnection and installation. Never again Good Guys.

I visited The Good Guys today intending to purchase an iPhone for my nephew. Unfortunately, the experience was deeply disappointing. Firstly, the salesperson would not give us space to discuss the purchase privately, despite this being a significant investment. I wanted to talk to my nephew about using the phone responsibly, but we were constantly interrupted. Additionally, the store refused to beat the price of JB Hi-Fi, which I understand is part of The Good Guys' company policy. When I inquired further, I felt the treatment I received was influenced by the color of my skin, which is unacceptable. Frustrated, we left and bought the phone at JB Hi-Fi down the road, where we received better service and a better price. This experience was disheartening, and I will be escalating this review to head office. Stores should honor their policies and treat all customers with respect, regardless of background.

This is our closest Good Guys store, and we always get treated very well by courteous and friendly staff when we visit. We have purchased a number of our household appliances from this store and are happy with the service and price competitiveness. It would be great if parking could be improved though.

Great service from the kind Kohei and David. Thank you!

Love the service, really helpful staff, and easy to find. Unlike the other major store.

⭐⭐⭐⭐⭐ Amazing Service and a Fantastic TV! I recently purchased the 65” Samsung Frame TV (latest model) from The Good Guys, and I couldn’t be happier with both the product and the outstanding service I received! A big shoutout to Sirat Sandhu, who made the entire experience seamless and enjoyable. Her energy is absolutely contagious, and she went above and beyond to ensure I got the best deal on this incredible TV. Not only is she knowledgeable about the products, but she’s also super friendly and genuinely cares about her customers. As for the TV, it’s everything I could have hoped for—sleek, stunning picture quality, and the Art Mode is a showstopper! It looks like a piece of art on my wall, and the customization options make it blend perfectly with my decor. If you’re considering upgrading your tech or looking for great service, I highly recommend visiting The Good Guys and asking for Sirat Sandhu. She’s the best, and I’ll definitely be coming back for future purchases. Thank you, Sirat, and The Good Guys team for making this a 5-star experience! 😊

Very good experience A lot of deals

Stock was promised at shop. Come delivery date courier called to say no stock. What a hassle. Wasted work leave. Not recommended

The best customer service in the Hoppers area. Vic was very helpful and looked after me.

Not enough parking bays.

Walked into the store and asked to buy an island branch rangehood. Saw one we liked. Ordered and paid for it and was told it would take two weeks. Seven weeks later we phoned to askwhere it was. Miraculously it had arrived that day. Paid for installation that day. Installer arrived with the unit to discover the installation was for an island bench. The installation paid for was for a wall mounted. He left the rangehood for another team to come and install. They arrived. Removed the old unit opened the box. Only to discover that the unit bought was a wall unit. Old unit put back up. Went back to good guys and was given a refund. And was told that they don't sell island bench units and should have been told that. Went shopping and found a unit and bought it elsewhere. Contacted the installer and he informs me that good guys do sell island bench rangehoods. At a cheaper price I paid elsewhere. Went back to speak to Josh. He was so apologetic. I needed to buy an oven for my daughter. He really looked after price and threw in delivery and installation. I'm a happy customer. Thank you Josh for the great service.

Rude staff. All of them Indians. Just talking in there language, not being professional. No support or help. Customer support is non existent with those people. Good guys I think you’s need to rehire people or give them training because this is unacceptable. Do not get things delivered by these people, they have 3rd party delivery drivers and they are very rude and can be sketchy at times.

We are satisfied with customer service from jahanvi at Hoppers crossing branch. And the experience was great at shopping.the products are also great 😃

Absolutely terrible experience at The Good Guys. We waited over 30 minutes (store wasn’t even busy), and not a single staff member came to assist us. Despite multiple staff being around, they completely ignored us while we stood there waiting for help. The salesperson we called for told us to wait as he was assisting another couple, but he kept talking to them endlessly while we were left standing like fools. It’s unacceptable to make customers wait this long without offering any support or arranging for someone else to step in. Left the store feeling extremely disappointed. Pathetic service!

A big shout out to 'Kye' (Good Guys Hoppers Crossing). He was so amazing and patient with us amidst the frenzy of customers looking for bargains at the Good Friday Sales. He was extremely polite and helped us with purchasing a fan & TV last night. Thank you Kye. Good Guys, you need to employ more staff like him in your store.

This is the worst experience I’ve ever had with The Good Guys, especially at the Hoppers Crossing branch. I placed an order because the website said the item was in stock and ready for pickup within an hour. I waited for two weeks, but my order never arrived, and no one contacted me to explain the delay. I had to cancel the order out of frustration. This isn’t the first time this has happened. They always list items as “in stock,” but when you go to the store, they’re not available. The staff are unhelpful, and they never respond to emails or complaints. I’m done shopping here, and I don’t recommend this branch to anyone.

Here’s the updated review with the additional details included: “I had a very disappointing experience with a salesperson at The Good Guys regarding a Telstra contract. The salesperson provided incomplete and misleading information about the terms. I was told that by entering a lock-in contract with Telstra for one year and one month, I would receive a gift voucher and simply need to stay for the duration to keep it. However, when I tried to leave after the year, I was informed that I either had to repay the value of the gift voucher or stay locked in for another year and one month. To make matters worse, whenever I call Telstra, they tell me to contact The Good Guys. When I reach out to The Good Guys, they tell me to deal with Telstra instead. Recently, when I tried to follow up with The Good Guys, my calls were being forwarded repeatedly without any resolution, and no one answered. This runaround has been incredibly frustrating and unprofessional. Transparency, accountability, and customer service are crucial, and this entire experience has been nothing but disappointing.”

I recently visited Good Guys Hoppers Crossing and had the pleasure of being assisted by Kawthar. I was having some trouble with my gift cards, which was a bit stressful, but Kawthar went above and beyond to help me out. She patiently called the online support team on my behalf and stayed with me every step of the way to ensure the issue was resolved. Her professionalism, friendliness, and calm demeanor turned what could have been a frustrating experience into an easy and pleasant one. Kawthar's dedication to excellent customer service truly stood out, and I left the store feeling valued and grateful. Thank you, Kawthar, for your amazing service! Good Guys is lucky to have someone like you on their team.

I’m absolutely disappointed by the service at front desk or even the staff on the floor, they were not ready to help , even when they were called they just reluctantly came , on my query he pointed to the wall where the stuff might be and went back . Only Kye who not only helped me, found what i was looking for and saved my time from queuing up for payment . Thanks Kye

Great

I have visited here after referred by my Facebook friend.

Kohei at Hoppers Crossing branch was the best! He was very accommodating as me and my wife were shopping around for a new fridge, washer,, TV, Microwave oven, and a coffee machine. He never rushed us and made the whole process very smooth. We felt like he was honest and trustworthy. would highly recommend. It was a great “the Good Guys” experience for us who are new in the country.

Absolutely amazing service from SUSAN and JOSH.

Very knowledgeable team

Over the last 2 years it’s great to see that The Good Guys has really improved in customer service. I previously disliked shopping in store with them and it just wasn’t a pleasant place. However, I recently needed quite a few items for my home and going in store was just practical. The staff were helpful and friendly, to name a few great ones was Sammy, Vesela and Peter. It’s great to see the improvement

Always price match, can get good prices

It was a great experience shopping at Good Guys all thanks to Heta's amazing service. She answered all my inquiries well and was very helpful. Thank you Good Guys, Thank you Heta!

Great customer service by staff name Heta. She has a great skills for problem solving. Thank you so much Heta, really appreciate your help today.

I ordered bosch vaccum one month ago. When we ordered they said within2 weeks you will get your vaccum. But I am still waiting for it. We called store so many times but one of their staff told us to cancel the order if we can't wait.She was very rude over the phone. Very Disappointed after talking with Heta .Really she needs to work on customer service skills.

Very Bad experience, spoke with Heta in store who was very rude.