The Good Guys Hectorville

The staff are friendly and always ask how they can assist you.

Poor customer service.

Bought a dashcam and the lads price matched on the spot and I got a $40 discount. Top class.

Very appalling customer service could not do an invoice for my disabled child in her name cos apparently it's policy that they have to have photo ID c'mon she's 3😡😡 Need to do better Goodguys Hectorville Shame Shame Shame

Extremely Disappointing Experience – Rude Staff & Dishonest Practices I had a terrible experience with The Good Guys Hectorville and would not recommend them to anyone. I purchased two Tefal Garment Steamers and an Ecovacs Robotic Vacuum on November 28, 2024. The sales staff assured me the steamers would arrive within a week and a half, but over a month later, I was still waiting. Instead of resolving the issue properly, they only offered one unit from another store (likely a display model) and left the other on backorder, which is completely unacceptable. The Ecovacs vacuum started malfunctioning within a month, constantly losing its station and failing to return after completing tasks. Instead of offering a replacement, they insisted I send it for repair, even though it was barely used. A brand-new product should not require repairs so soon after purchase! The worst part was their customer service – when I followed up multiple times, they were rude, dismissive, and completely unhelpful. One staff member, Nicole, was especially rude and disrespectful, ruining my day with her unprofessional attitude. Rather than assisting me, she was dismissive, unhelpful, and unwilling to take responsibility. This level of dishonesty and poor service is unacceptable for a major retailer. I strongly advise against shopping at The Good Guys. If you value your time, money, and customer rights, take your business elsewhere.

If you walk into this shop, the staff will be annoyed that you’re trying to purchase something at recommended retail. Unbelievable really to be honest.

Great, friendly service.

Jai provided excellent service and advice on any electrical appliances, especially TVs.

We've bought some good things here at very good prices

Got promised a tv during a sale and now it's not available . My gut feeling was telling me salesman was full of crap !

Great customer service until you’ve purchased an item. They will find a way like their life depends on it to void your warranty.

Very helpful staff on multiple occasions, very grateful for them, also good selection of products

i bought a vacuum and jye was the most helpful lad ever. 10/10 experience. adulting never been so easy

Gave me a good deal on the ninja creamy

Not perfect

A good range of products and the staff can usually answer questions about the products. They also cleared up a warranty job without an issues to which is helpful

Had a very poor experience with Sue, who was extremely rude. CBA was down when paying and instead of diffusing the situation, she inflamed it, continuing to say it was our PIN error! Then took the item off the bench explaining we can't have it until we have paid for it! Really? I never knew. How rude. She then told us to stand away from another item on the bench. Yes, we were going to run out of the shop without paying and we orchestrated the bank being down so we could pull off a momentous heist. We shopped here last week and it wasn't great, but thought it was a once off. We will go the extra distance to Mile End for better service in the future. Dont need to pay to be insulted.

Recently purchased a fridge, washing machine, and microwave. The entire process went smoothly, just as planned. Daniyal, was incredibly helpful—he carefully checked everything and organized all the necessary steps to ensure a seamless purchase and delivery.

Delivery not coming on schedule.

Got our bedroom split system air-conditioner

Efficient had the online order ready.

Very nice staff

Great variety of goods

They tend to use your card to make fake sales. Be careful with using your credit card in store No help when it comes to disputed transactions on your credit cards. Flat out denied anything happened instead of trying to help basically saying we are lying. But its in black and white on the card statement

Specials galore and the staff were wonderful and so helpful! Highly recommend them!

😀

Great range of products, easy parking, quick service

Came in to buy a $600 vacuum, spent 30mins looking for someone to serve but no one was to be seen. Actually they were, just standing catching to each other. Went to Gepps cross and was served within seconds and the store was super busy. Won’t be going to Hectorville again even though it’s 5mins from me.

Bought three dishwashers from this store went to go pick them up only 2 in stock. Now one is now not working which is still under warranty have called 5 times over a two week period I am still waiting to get it fixed or replaced the customer service is terrible.

I bought a Samsung Cordless Vacuum from this store and after only 6 months the vacuum no longer works. I returned it to the store as it’s under warranty but the customer service has been very poor. 3 weeks later I am still waiting for an outcome. Every time you call you get a difference staff member who promises to follow up but no one ever calls back or does anything to fix the issue. I’ve called again today for the 5th time and they’ve told me they are powerless as warranty is with Samsung. Highly frustrating.

Absolute joke paid for delivery as I was told it would be at my door the next day and it didn’t come called them and the manager was rude and didn’t even care didn’t even try to care one bit stay away from here went and got my money back and bought the same tv and for the same price got it at jb Hi-Fi delivered on time and great customer service rate jb Hi-Fi 5stars and good guys rate 0 also like a special mention to the manager at good guys thanks for making the situation even more painful than it had to be the only good thing was the young lady that helped me to get my refund very nice and I apologised if I was rude and took a little bit of my frustration out on you sorry

A good place to shop and get bargains

Friendly staff but a bit over the top in asking to help me. Must be commission. Brought a microwave and told to pull around back to collect from warehouse. Pulled around on the one way lane to see several vehicles lined up behind a truck being unloaded. Ridiculous to expect customers to wait for an entire truck of appliances to be unloaded before being able to collect our purchased items?? Ffs. Unload your trucks outside of business hours. What a joke.

I was told over the phone that they price match appliance central for a TV I’m planning to buy, but when I got into the store they said that they’re unable to do so. What a waste of time. Gepps Cross branch does so save yourselves the trouble and just head there straight away.

I usually don’t post reviews but this one merited one. I recently purchased Samsung soundbox and wasn’t happy with the performance so decided to replace it with another soundbox. I called GoodGuys and there was some initial reluctance however I talked to store lead Jay and he was absolutely fantastic. Not only did he help me in processing the return, he was quite understanding about it. His approach and his co-operation was highly appreciated. I ended up buying another soundbar but loved the help that I received from him. Thanks Jay! I will return soon :)

Franklin is the actual good guy :) Very helpful and patient. Much appreciated his time and effort.

I was served by a very polite, knowledgeable, keen young man and was totally happy with the prices I paid and the attention and service I got. I went to the store looking at computer equipment, dishwasher and washing machine and the fella who served me was capable with all those products. I had all my questions answered by the one person without him having to scoot off to ask someone else questions. He took me through the whole process from start to invoicing. I am very happy with your staff Good Guys""

To my surprise, I got a good customer service from Alif, he was friendly, knowledgeable and explained well all the queries. But I waited a bit long time to pay, though only a person before me in the line.

Fantastic service from Good Guys at Hectorville today by Alif. Alif had a kind and friendly manner that he allowed me time to think and decide what I wanted. Alif was very knowledgeable and understanding in what I was looking for and not trying to persuade me to buy the most expensive item like most salespeople try to do. I recommend you go see Alif at Good Guys as he knows his stuff.

Bought a vacuum cleaner 6 months ago which had a fault. Was promised a 1 week wait which turned to 5-6 weeks for repair. Flatly refused a refund and attempted to upsell Gold Service Extras would've avoided this. Hostile interactions in person and flatly avoiding communications. Very deceptive and avoid at all costs!

5 Star service from Jai, excellent service.

Had a bad experience with the delivery, installation and removal of appliances. There seemed to be poor internal communication between the store and the delivery team. Wasted a lot of time trying to sort out why, despite paying for delivery and installation, the delivery people who arrived at my house insisted it was not their job to remove old appliance or install the new one.

Some tall young dopey bloke has put me aside because of there mistake twice .first time the othe guy tried to add to system but didn’t work but then they ask me to wait shouldn’t have to other people first there no logic .today I tried to buy so card and Apple Pencil small so I could go straight to counter ,he dose it again morons .i have purchased a lot from them

Special thanks to Lina at the hectorville store

I recently purchased a French door fridge, which weighed 150kg. We had an initial rocky start, where the first delivery drivers said they wouldn’t navigate a small rise at the front of my home to get my fridge in. After speaking with the Sales Manager, Dave, he went above and beyond to find an alternate delivery company, who had more of a “can do” attitude towards difficult deliveries. Second attempt, resulted in the fridge bring installed no issues at all. Sometimes things don’t pan out as expected, but all you can ask for, is great customer service and willingness to find a solution, which Goodguys absolutely did. Thank you, very happy,

Such a bad service when u go to pickup order they dont have any detail on thier system make me wait for 1 hour while my order was already paid. Never gonna come back here worst experience

Great experience at this good guys. Sue was helpful and approachable. Because of her and Teigan we didn’t have to carry a vacuum cleaner unnecessarily back to brisbane.

Avoid at all costs. The same model of fridge has failed twice within the warranty period and they still refuse to acknowledge there is a defect with the model (LG BF590PL) and provide me a refund. On at least 4 occasions they have broken Australian Consumer Law by insisting I seek a remedy through the manufacturer. My fridge died 6 weeks ago and my issue hasn't been remedied. At last contact they had passed this issue to our legal team" and I have raised a complaint with consumer affairs."

Absolutely terrible service. This is it. The delivery. No installation, the tracker for delivery said “14 In queue” and then a call to say we are here, where are you, at 9.30am when delivery window was 10-12. Then dumped, no installation. Wow. Single female apartment, now what Good Guys?

Absolute rubbish customer service and warranty repairs. Avoid at all costs.

I recently had a challenging experience with my LG fridge, facing overheating and abnormal compressor noise. Despite numerous calls to LG service with no resolution, The Good Guys Hectorville stepped in and went above and beyond to assist. Manager Dave played a pivotal role in securing a refund, allowing me to switch to a Samsung fridge. Their exceptional customer service turned a frustrating situation into a positive outcome. Highly recommend The Good Guys Hectorville for their dedication and support.

We were assisted by team leader Tahn. He was friendly, helpful and so informative. A really positive experience.

Staff are rude and treat you like you are an imposition promise you a phone call and a product on a certain day when you enquire and make several phone calls just to get throughout to find out there never was what you ordered no apology and staff don't follow up. Very disappointing. Will try another store for better service. You need to train your staff in customer service.

Change the store name to “ THE BAD GUYS”

Great service, efficient and I required it 3 time. Phoned order through first to hold stock as I was driving a fair way, they were very helpful. Everything I wanted in stock, price matched. All good at this store

The lady at the checkout it’s super nice, and the sales staff really knows their products, one of the best good guys store I have visited so far

Counter staff rude

Sales people at Hectorville couldn’t explain nor assist with a simple question about a Dyson Vacuum cleaner - how does the wall charger need to be installed in a double brick house? We wanted to see how the cord fed from the charger into the wall but just got a blank stare as well as a refusal to assist any further. So we went to Good Guys in Gepps x and they told us it may require a tradesman to install on the wall. However they said if a wall mounted solution is too difficult then they suggested we instead buy a separate stand on which to put the vacuum and charger on. The standalone solution was not mentioned at all at the Hectorville store. We were happy with the professional sales treatment and advice at Gepps x and purchased the vacuum from there, along with the separate stand.

Just bought a remote from good guys, got home and noticed the box looked like it had previously been open because the tear away was gone, but it had been carefully put back together and the box glued. So I opened it up to find the remote was dirty and had hair and fluff on it, no batteries and the battery cover was off with no screws. Thanks good guys for reboxing someones dirty used remote.

I have been patronising this particular branch of The Good Guys for a number of years now. I’ve always found them very helpful. Just recently I had issues with a couple of appliances bought from there. Very impressed with the cheerful courtesy and the efficiency with which they handled the returns./guarantees. Recommended.

I have been shopping at the Hectorville store for over 10 years. Customer service is excellent, pricing competitive and they are willing to negotiate. This is my go to store for all white and brown goods as well as IT consumables. It is a great culture here for a big chain.

I would give a 0 star if I could. Very unprofessional delivery department.

Just want to give a shout-out to Gary at hectorville with his exceptional customer service along with his excellent knowledge about the products. He is surely an asset in any team. He was such a good guy. 🤣 will only be shopping at hectorville good guys from here on in

Cannot praise the Manager and staff enough for the time they spent helping me and ensuring I got the best TV for accessibility needs. Highly recommended.

We recently visited the store for a number of appliances and Nicole was excellent - super helpful, friendly and knowledgeable about off-grid living. Thanks :)

Excellent customer service today. Bought a Bosch stick vacuum cleaner and the lady sales assistant was knowledgeable and went way beyond what was expected. She knew exactly how the cleaner worked, how to put the parts together and even carried it to the car.

If I could rate them a -0 I would!!! Absolutely disgusting service!! When you walk in they’re all over you like flies for the sale but as far as after sales service goes - they are appalling! My husband and I went into the Hectorville store on the 11/09/23 to order 2 Air Purifiers for my father’s place as he has terminal cancer and they were recommended to help with his breathing. The Salesperson AQUIF J was wonderful when it came to making the sale and said he had plenty in stock only to be told last week that they were being sent from another store and would be here last Friday! Well, I rang them last Friday and the person I spoke to knew nothing about this sale and said she would call back after speaking to the warehouse- that call never came! I received a call from AQIF J today to say that he advised us that the purifiers were OUT OF STOCK til the end of OCTOBER!!! He claims “MISCOMMUNICATION “ err…sorry, there was NO MISCOMMUNICATION! He is a blatant lier - he did not even mention the word OCTOBER!!! I am demanding a full refund and will then go where I was recommended to go in the first place “HARVEY NORMAN” I will make sure that none of my friends or family will set foot in any of their stores! Sad, we all live in the area but I’m happy to drive miles not to give them a penny!

By far the best of the two large tech stores. Staff are all brilliant and obviously know what they're talking about. Always have a great experience.

The management of this Good Guys is pretty good right now. Every time I've swung by, they've been super helpful without the hard sell. The staff have been very knowledgeable and have gone to a fair bit of effort to help out. If you're tired of feeling ignored while shopping, give Goodguys Hectorville a shot.

Last Tuesday 8/7/23 morning I called and spoke with the admin lady whom I won’t name. I was transferred back and forth 3x waiting for a department which didn’t answer. She wasn’t at all interested in trying to help but reluctantly took my details for that department to call me back. I should’ve read the reviews before bothering to try and give my business to GG hectorville. So a week later, still no call back. Don’t waste time with these guys, take your business to somewhere that wants it!

Excellent service from Nathan at Hectoville 10/10. I rang good guys Marion and Mile end asking for a particular product they didnt have it. So i called Hectoville and Nathan said he didn't have what i was looking for however asked what i want to get from my product i told him and he suggested one that was in store so i drove past 2 good guy stores to purchase my goods. Nathan was willing to help me now thats service. I would normally go to Mile end as i like the owner however that staff member had lost a good sale for that store. 👍👍

Fab service from Gary in the tech department. Im fairly tech savvy but bought a monitor that wouldn’t conect to PC- very knowledgeable and a clear communicator. Always great not to be patronised about tech stuff as an adult woman. Always great service at communication at this place.

Wish there was a minus star to give them. Bad customer service, the person serving rudely asked me to wait for a minute and didn't bother to come back at all. Good guys or bad guys? Never stepping into this store from now on!!

The service given to my parents over a week ago was below par. One staff member left in the middle of serving them! The staff need a refresher course on customer service. I have never have experienced it at Hectorville, but after the way my parents were treated last week. I am not going back. Very Disappointed

Bad customer service by sales person and manager cut long story short clearance fridge was verbally sold to me and I offered to pay the deposit but I was told just pay in full when you come back. I came back the next morning, the fridge was already sold to someone else and they couldn’t do the same deal on another fridge.

Was on hold for 20 minutes to confirm if an item was in stock, no staff member picked up!!!... Purchased the item elsewhere as a result. Won't bother with this store in the future.

Jack & Tiam are outstanding :-) we’ve saved a lot of money & are happy with everything we purchased. Thank you!!

Good service in store then terrible after sales service. Waiting months for a faulty TV to be fixed or replaced, they keep blaming Sony instead of resolving. No point buying the extra concierge service they promote, doesn’t seem to help.

If possible, I would give them a zero star! Worst customer service experience ever. Trying to sort out an online order for 3 days. They just shift responsibility from one store to another, waiting for ages for someone to pick up the phone ...

Very efficient service & my order was ready & waiting. I've used this pickup service before & they are always on the ball & helpful.

Three times I go there, three times I go somewhere else to buy what I need. Even if it’s quiet nobody comes to help you after 20 minutes wait. Nobody ask you if you need anything. Everyone is busy to do some internal things or talking at the phone. No customer service at all.