Devalochana Ranasinghe

Review of The Good Guys - Narre Warren S...

I am not a person who writes bad reviews. But thes...

I am not a person who writes bad reviews. But these guys deserve it...! Appalling and rude customer service to say the least..!

I had bought a 3.5kW AC unit from Good Guys Narre Warren to be installed to my investment property. Collected the stuff, and to see they had given me a 5kW outdoor unit for same. Which is their error.!.!
The AC technician had come to the property and discovered there was an issue and called me. Getting him on conference I spoke to the Narre Warren branch to rectify the issue. The technician was to charge me $150++ for the service call since it was not his issue hence, I needed to have a resolution on the same day. And Good Guys been a reputed company was required to give a solution to a customer who is suffering from their mistake...!

The person who answered the call was just lashing out and extremely rude and harsh and gave no instant solution. The best they could do is to deliver the next day. I wanted to handover the goods and exchange it going to the nearest Good Guys branch and she said it is not possible since the stocks of the Narre Warren branch would create a mismatch ! The best they could do is asking the technician/me to come to the store and hand it over. Then I said, I could do that at least they should look after the service call charges of the technician. The person on the other end of the phone was lashing at me, again extremely rude offering just $50. Then I requested to transfer the call to the manager - Kyla of the store. Believe me she was no different ! While negotiating the $50 she told me off saying You had already wasted 16 minutes of my time for this call . I didn t take a step back and got a $100 refund leaving me at a loss anyhow...!

I had to go to the Narre Warren Branch on the same day to return the outdoor unit. The black lady (not been racist here, I just don t know her name) were not even speaking to me properly, not even looking at the face, rude in every possible way while checking and replacing the item. The next day we discovered the fixing brackets of the outdoor unit was all wrong, but I wouldn t want a 2nd service call fee cancellation hence the technician managed to buy some other brackets and fix it.

This is for the Good Guys management The people at the Narre Warren Store is damaging your reputation while being harsh, rude and aggressive towards the customer ! The experience with Good Guys has been very good thus far, but I will never ever purchase from this store again ! The Good Guys will lose loyal customers if they are treated this way...!