The Good Guys Review

We received a great service from Kevin here at Good Guys , absolute legend with extensive knowledge about the products
Thank you Kevin

Was here a couple of times in the last week looking for a washer and dryer. the wait time at the good guys wasn't too long, and could do a deal with the staff. Given I'd gone to a few stores for white goods in my search in this area, I'd rate this place a somewhat distant second in regards to service and price. IE decent/OK, but not the best - certainly worth checking out and price matching if possible.

Great service here. Wad in and out in 5 minutes with a new microwave.
Simply told the sales guy what I was after and his assistance was outstanding

Didn't have stock of a common item and unhelpful in finding what other store had stock.

Shocking customer service. I purchased an oven at the start of the year and had my dad pick it up as he has a Ute. On the website when purchasing, I put down my dads details as the person who will be picking up the item however when he got there, his details weren't on there and they said the online system doesn't talk to their system so he cannot pick up the item. I was furious! Recently (reluctantly) I purchased a sink for my new kitchen. I called them after 1 week as I hadn't heard anything and they said it's out of stock and it's on back order. No phone call to advise me so lucky I made contact. It's not hard to provide customer service as i'm sure they wouldn't be happy if it was the other way around. I will NEVER buy from the Good Guys again. I hope other stores provide better service.

Excellent, price match anything you want to purchase.

Went to maribynong and was waiting to be served for 30 minutes. Kept seriving other people and wouldn't Even look at me . So went to Essendon fields and was served right away much better people

Poorly staffed, get more people there to serve customers please

I came for a TV and they couldn't be more helpful and did what they could to accommodate me and my preferences on TV'S. I chose a certain brand and with family discussion went back and re-ordered another one..NO complaints and very helpful. I checked the competition and about same price but they were willing to lay-by it, which was very convenient for me for this purchase.

So yesterday I nipped in to The Good Guys at Essendon DFO yesterday to pickup a washing machine for the new house. Four hours later some gunslinger salesman by the name of Rhys (Pretty sure pronounced Rice) upsold me a 65inch tv, a dryer, a fridge, a microwave, an air fryer whatever that even is and, get this, a PS4, WHILE MY GIRLFRIEND STOOD THERE AND WATCHED.

All the above was delivered by two big taciturn men in highvis within 24 hours of purchase.

By the end of my experience I had developed a kind of co-dependancy similar to Stockholm syndrome for my salesman. He almost sold me a full barbeque setup knowing I lived in an apartment. And I'm a vegan.

Best of all they signed me up to something called a "credit card" so it was basically all free.

And it started with me saying "nah mate, just having a look around".
Hide yo wallet.

Great service, big range of items, currently great sales.

Review is purely for Vas who is a great consultant here whom we met by chance as we were looking at appliances. We asked for his opinion and loved that he was genuine, honest, open, down to earth and was able to assist with pricing. Vas will not only help with savings but is great in the sense that he is not pushy, has initiative, does not lie or rush you and will ensure you get the best value from the products you're interested in. We will not be going to another GG or another consultant for that matter. He is always busy with customers due to his care (which we don't mind waiting) and will ensure he spends appropriate time from when you walk in to when you pay and leave.

This rating is only for A Chowdary at Essendon store who knows how to deal with customer and for his sincere work. The Asian looking lady in the checkout also do her job well. But there is a lady (sounds kiwi ) who is in such a hurry and rude ( hung up the phone ) . Nathan is also very helpful .
I know how it works there as had to deal with all these staff to get my online order sorted for the genuine mistake made by Good guys IT/ marketing
Team.

Bought fridge and a washing machine almost a week ago and then was informed that they cannot get that particular fridge model on sale just 2 days before the delivery day, and so have to change the Fridge model or cancel the order. After changing the fridge model and was told that the items would be delivered next day. On the delivery day, the delivery guy calls and says that they are coming to deliver the items in 15 mins (at around 10 AM) and I was away from my place (at least 30 mins away), then the driver calls in 5 mins and says that they were already at the place and cannot wait or will charge waiting charges. When called the manager to talk about this, the manager was going on and on about the notice of 15 mins was given and should be sufficient. His attitude was as though he was doing me a big favor. "If you are not at the premises, they had to be notified the day before" is what he says. I was just out to get my hair cut. So, that means i have to give the store my complete minute by minute schedule for the whole day? "Oh!! i'll be taking shower in between 7AM to 7:10AM going to buy bread at a supermarket at 8....". Every other deliveries like furniture and stuff gave me at least 2 to 4 hour notice before delivery. The only reason i gave 2 stars instead of 1 is the staff at the store... They were decent and polite enough even thought they had not much knowledge about the products and specifications. I'm not willing to return to "The Good Guys" until and unless there is no other option.

Good white goods store. Good range, although not always competitive on the computer stuff. Fine for tvs.

Always had a good experience at this store for the past few years, have had few product replacements without any hiccup. Staff is helpful and nice.

Good prices but don't be fooled by their "Gold Service" trap. Easy to purchase, hard to refund. Apparently to cancel your Gold Service you have to go to the shop, they have to call some other number. Unfortunately if that number is not available, which is the case on public holidays and after hours, then you have to come back again. Such a lengthy process in this online age. It is a joke! (on 26 Jan 2018 in Essendon Fields store)

My first ever review on google. I used to buy all my electronics from these guys since they were in hood st. service has deteriorated to non existent today. Wanted to buy a TV and has some questions. Waited 20 mins for a salesperson to become available from standing round talking. I then went and asked one guy who barked at me and said he only works for Samsung. Then asked another salesperson who said he's busy and can't help. Looks like mighty Muirs aren't so mighty anymore. Close this place down already. Everyone goes to JB HiFi anyway. Lost a big ticket sale today and a very long time customer. One star is quite generous.

Best retail outlet out there. First class service. My number 1 place to shop.

Bought a laptop at Watergardens because I was there on that day. The power button is off centre. Bring it to Essendon. They are happy to take it back but it must be returned at Watergardens. Watergardens said it can be returned at any store. Thomastown said the same. Guys you are selfish. You make me travel in this pandemic. You guys are one company, come on!

Vince is the best!!! Assisting with purchase and choice of a washing machine.

It is not good to rate somewhere because of an experoence of one of the staff, but I felt like sales people in this store are so different to other good guys stores. They don't spend more than 1 minute for you.
The person behind the counter talked in a way that I she wanted to get rid of me. Good Guys needs to train the customer service a bit more in this store

One of the worst stores i have been to. Terrible customer service. Rude and unhelpful. Shop elsewhere.

I waited for service in the oven area, the lady who worked in that area was too busy eating malteaser! Then a customer just walked in and up to her while they could see I was waiting and got service. I waited for over half an hour for her to return as there was no one else servicing the area. And when she finally came back another man asked other staff and he got let in front of me even though I was obviously waiting and the same staff member and others had seen me waiting. Poor service

This store is a bad guys, because they did the bad service for the fridge.

Here they do haggle. Seems for you benefit.579 for a dryer, I asked about 550, the assistant talked to her manager and he came back with 519, could do nothing but say yes. Damn maybe if I had asked for more.....

When i went into the store it took 1/2 hour to tell me that there were no fans in stock.

Really disappointed to see a lot of new warehouse stock that has been damaged due to carelessness. Please check the item before

Wow can't believe you guys. Rang after 2 weeks to find status of my order and lady over the phone goes" Ohh the item is in stock why its not been shipped yet" Seriously? I believe a small ebay seller is more organised than you guys as i recieved all my ebay orders within 6 business days. And yes it was throgh Auspost same shipping comapany that provide services to your comapany. So dont blam the covid or shipping campany.

Good store with average staff. They're helpful once you get a hold of one.

I was very disappointed in the service myself and my partner received today from a staff member of The Good Guys, Essendon, Maria.
Whilst my partner and I were looking at the laptops on show, we waited for a retail assistant to become free so we could ask a few questions. My partner then gained the attention of Maria and asked her about which laptop would suit our needs and if finance was an option.
Her first reaction to this question was to get finance you need to have a full time job, it felt by her tone that she was implying my partner was unemployed but I ignored this as I am well aware that it is necessary to be able to service your finance and that this is usually confirmed through recent payslips.
He advised her that he was employed full-time but looking to start up his own business which is why he required a laptop, again without asking further questions she advised that wouldn t work because he would need to provide proof of income. At no stage did he say he had resigned from his current job, and previously mentioned he was currently employed full-time, so it felt like that was an unnecessary statement.
She then backtracked once we re-confirmed that he was employed and could provide payslips but went on to ask what identification he had available. She asked if he had an Australian drivers license, a Medicare card or an Australian passport. He advised that he had both the drivers license and Medicare card but no Australian passport. She went on to ask if he was an Australian citizen which he is not, he is a New Zealand citizen, which he explained.
Again, she tried to advise why we could not go ahead with the finance, stating that they do not do finance for New Zealand citizens.
We asked which company their finance was done through and she advised Gem, we explained that this was definitely not the case because we had used this finance company in the past.
She continued to tell us that we were in fact incorrect and must be confused, and that our previous finance was most likely done by GE New Zealand.
(I m assuming this is because he is a New Zealand citizen that she decided to make this assumption? However he has lived here for the past 13 years which she failed to even ask)
We requested that she ask her manager just to double check, she spoke over her headset, asking if non residents are able to do finance through Gem, after her brief conversation over the headset she said sorry guys, can t help you .
This to us still seemed wrong so we asked if we could have a chat to a manager in person, she then proceeded to head over to her manager and explained her version of the story. She explained that we were the customers who were asking about finance but that he is not an Australian citizen, making it sound as though she had assisted us to the best of her ability when in actual fact she had only come across to us as extremely dismissive and rude.
The manager said to her that she was in fact incorrect and that we were eligible for finance and instead of apologising for her mistake she walked away.
Although we had gotten to the bottom of this issue we chose to leave as my partner had felt mistreated and that her tact towards him was solely based on his appearance and that she was not actually listening to what he had to say.
The manager followed us out to our car and asked for our feedback, he was kind and apologetic and unsure why she was acting in this manner, and could see why my partner had felt discriminated against. He thanked us for our feedback and advise he would follow this up with her.
I felt the need to follow this up myself though as it was an extremely horrible experience. Her customer service was poor, she was extremely dismissive and then proceeded to be unaccountable for her own error.
I would greatly appreciate a response in relation to this matter as this to me is not appropriate behaviour, especially in a customer facing environment. I am not requesting that her employment be terminated in any sense, but that she obtain further training and education in relation to her role. Disappointed!

We bought a Panasonic TV and Concierge Service & Support. TV broke after two months. Tried to get this fixed by Concierge, but extremely disappointed with the service. We had to make numerous calls to follow up and it took two weeks just to organise an assessment - even with me calling/following up.

We were not happy with the assessment of the fault and response from Concierge and Panasonic. We pointed out that their conduct was inconsistent with their contractual obligations and the Australian Consumer Law. Numerous calls/emails, going nowhere.

We spoke to Consumer Affairs Victoria, who told us to go to VCAT - which is what we are doing. A very frustrating process.

Lovely big store well set up and well stocked. Salesman the looked after me was attentive and at no time felt he was pushing me to buy. I did buy quite willingly and he called the manager to assist with some of my queries. Manager was and is a pleasure to deal with. Yes to The Good Guys at DFO Essendon.

The only place to shop and get a sausage and bread when you've finished wasting your money on electronic devices you probably don't really need ;)

Pay cash pay less not available anymore. Well done for the management for their perfect plan for losing loyal customers. There are plenty of stores out there other that "the good guys" still offering that. Will happily buy from those from now on.

Very poor customer service. Called three times over a week period to see if my order was in. First one said yes, never sent. Second one said they would send, never sent. Third one said yes would send. Gave up and went in store.

Fantastic service...purchased a coffee machine and staff were very helpful

Great service and products. All staff always keen to help with products and any queries related to any item in store.

A pain in the as for ebay online pickup, if it's not under your name don't bother, even if surname address are the same, this store will not give to you

Justin was very knowledgeable with white goods was very professional with the entire process and catered to our needs even when demanding, cheers mate!

Good sets of electronics items at a fair price. Friendly staff.

Customer service is not as good as before but products are good.

I WISH I COULD PUT LESS STARS. Bought a few items in December 18 and was scheduled for delivery after one week. Had not received nothing by Jan 8. Rang up to be told oh yes, we forgot....We will deliver tomorrow. The next day I got a different product to the one I ordered. Had to go back to the shop and fix this problem. The next day THEY delivered to my home address instead of my office address as I instructed them. The product is an oven which I also paid for installation. Took them another week to send the plumber. The job was not done till Jan 20. 45 days of bitter experience.
I think you guys should find another adjective for your brand. Not 'Good' anymore. NEVER NEVER AGAIN.

Good, Quick and friendly service. Manager and Staff are very helpful. I had a very good experience with this Store and Good Guys Concierge as well. Thank you.

Have bought several products from here from Vic. He's always given us the best service and prices available. Great with advice and ensuring the products are right for us. Very happy with everything we've purchased

Absolutely love it. Staff are extremely friendly and knowledgeable. A good range of electrical goods

Dfo seems to run hot and cold. 2 years ago I was totally ignored when trying to buy an air conditioning unit but last week when JB didn't have a suitable TV for the price I wanted I hesitantly went across to the Good Guys . The difference was amazing. Prompt friendly, service. The salesman Scott even carried the TV to my car and put it in the boot . Shook my hand and said thank you. I was shocked but delighted .Customer service is not dead. It wasn't as if I bought a 10000 dollar telly either .It was 640 dollar telly for our bedroom . In my previous encounter I wanted a 3000 dollar air conditioner and stood waiting to be served for 25 minutes before I walked out and bought it at Harvey Norman .

The place is good... but the waiting for the staff to assist you is terrible... when they send someone to assist you, she is not working in the section you looking... what a day...

Not happy with the customer service of Josette. Giving attitude, not my fault when I was giving an expired (click n collect) item from a different store as she said i have to go back to the same store to exchange!! Not in these challenges times!
and when I asked to speak to the manager, (different issue) she said sorry the manager said no. I told her I want to speak to him in person , he came and politely solved my issues (she didn't even bother ask him at the beginning for sure)
Thanks Sam for serving me with a very good customer service.

Ordered over $8k in appliances, messed up the order and took 3 weeks to organize a replacement after having spoken to 3 separate people. Communication within their team was very poor and had to constantly call back to get an update instead of them calling me back.

Extremely poor customer service. Customers looking around for staff to serve them while staff are talking to each other. Almost had a staff member walk into me whilst she was on her mobile phone sending a text message. Didn t even acknowledge my presence, just kept walking and messaging.

Really disappointed to see a lot of new floor stock that has been damaged due to carelessness. I definitely would think twice before buying anything from here

The gentleman that helped me was great, good advice and quick service.

Appalling experience with this store. Poor stock management, rude reception staff (at least on the phone) and had the misfortune of speaking to manager Kevin who had an appalling manor and told me he wasn't going to help me (because I listed the many problems I had faced) Unbelievable. I'm not allowed to tell you about the almost comedic catelogue of errors?
My only concern was getting my wifes birthday present to her on time. Thanks for stuffing this up. I wont shop here again. Good luck staying alive - Amazon coming soon and people don't have time to deal with egomaniacs. Maybe they will have a job for old Kev stackings shelves?

Picked up a new Fridge & Washing machine.
Was given a combo discount.
Really helpful staff.
Couldn't complain about anything.

Some rude lady answered "what are you after?" (no Good Guys, Jane Doe speaking) then when I said "I'm sorry?" she hastily said "which department are you after?"..... I understand they're probably inundated with COVID enquiries and being understaffed, but that was just an extremely unprofessional way to answer the phone for any business.

They went to a 3 star rating when she transferred me to Justin (which I found out if the original lady had of listened to me, I shouldn't have been transferred). Justin was polite, informative and beyond helpful with my query as to why Latitude had taken my money but there's no sales order for me at the store. He promptly provided me with Customer Care's number and treated me with respect and patience.

My dude Justin needs a raise/promotion and the lady who answered needs to be reprimanded. Didn't even have time to grab her name because she was so hasty to transfer me.... I'm in disbelief at how rude she was before I even opened my mouth.

I like the service
thanks to Vas for awsome customer service

Wonderful service from Ankit. He was very knowledgeable about the different tvs and helped talk me into a premium model. Got it home and I am absolutely stoked with the result! Very glad I listened to his wonderful advice and spent a bit more. Will definitely be going back for any future needs and such good service.

Always get poor customer service. Everyone just walks around you pretending they can't see you. Which is ok, because I then walk over to JB and spend my money there. Also most of their stock is over priced and/ or out of date. I used to shop here in the early days and it would easy be 5 stars, but over the last few years its unfortunately dropped to 2 stars. I still check it out in the hope it goes back to 5 starts.

Jatin demonstrated a high level of customer service. Keep up the great job Jatin

One of the better Goog Guys stores. Massive range and helpful staff.

So pleased and satisfied with the customer service and wonderful staff. Special thanks to Vas, he is so helpful, friendly and absolutely perfect. Thanks heaps mate!

Good prices, Great service. Thanks Sam for sorting out the issue I had with a faulty microwave oven. You know that a shop has good customer service when they look after you when something goes wrong with the product after the sale occurs and they still have your interests at heart

Seemed that item was not in stock, but great staff did a search and were able to find it.

Always helpful and prices are good. Thanks for always being dependable!

Had a delay in receiving my front loader for two weeks due to inventory order mismatch from warehouse to store. However had the honour of dealing with Donna who went above and beyond to have the item shipped for me within two weeks after picking up the discrepancy. Would recommend Donna for her knowledge, professionalism, service action to get the problem resolved and exemplary customer service. It's because of her that I'm giving Good Guys Essendon 5 stars.

Excellent experience, Victor really knows his stuff. We bought a Bosch washing machine and are very very happy.

Wendy and Wayne