The Good Guys Caringbah - Caringbah, New South Wales

Nasir Mollah

Very poor service from Staff & delivery man ..Brought(13/10/24) new westinghouse fridge next day delivery received but top & bottom part not working. Service person came said Monday morning will receive replacement. It takes 10 phone call( 200 minutes conversation time)& 8 days to get replacement approval. Finally Delivery guy came in front of shop parking spot not available. So didn’t deliver & left the premises even though requested delivery guy backside got parking but refused to deliver..still waiting…..

Jordan McEwan

Do not bother purchasing extended warranty….. absolutely a waste of money. A bit over a year ago we purchased a “floor stock” Sony TV that recently showed a laser type line at the bottom of the screen so we called up and they put us onto the warranty provider. They sent a repairer out to assess who said they would advise there is a pressure point that only physical damage can cause. Spoke to the warranty provider who said this could’ve happened when it was in store or after but either way it’s not covered under extended warranty. The good guys sold me the extended warranty purely for the reason of it being floor stock.

Very disappointed considering we’ve spent thousands of dollars over the years. Not anymore.

D&K McInnes

Ordered and paid for an oven plus removal of old and installation of new oven on 1 August. Took some time for the oven to arrive but finally an installation date was set. When the day arrived I got a call to say they had lost my oven! Yes, they lost the oven. Couldn't find it!! Can you believe that? Said they could order another oven with expected delivery date of 3 October! No thanks. Harvey Norman is the place to go.
They delivered and installed within days.

Caroline

Jennifer W is the bomb! I urgently needed a stove, went round back to pick up but unfortunately didn’t fit in my car. The warehouse guys were a little prickly. So I went back around front Nd Jenn went to great lengths ordering it from another store for me and organize next day delivery even though I’m out of the area. Thank you!

Adam Cremona

TERRIBLE SERVICE!
GO TO HARVEY NORMAN INSTEAD.

Purchased all my appliances here 5 years ago and the service was outstanding. Unfortunately this is no longer the case.

We bought a new washer/dryer for $4,000 and had delivery booked for today. We live in an apartment building so there is limited car parking however there is a loading dock.

The delivery driver failed the delivery stating he wouldn't use the loading Dock as it was too far from our front door and the item is too heavy.

Had to then speak to the store as Good Guys apparently don't have an order despatch team. The store manager at Caringbah was quite sassy and he really wasn't interested in assisting me to have my order delivered. He said the best they could do would be to book in the delivery again for the following day and hopefully we'd get a driver that was willing to deliver. He also stated that this was quite a common issue for them as they use a third party for their deliveries and have absolutely no control over the drivers. He also offered to waive my delivery charge of $85 for the hassle.

I explained that the hassle was the inconvenience of now having to take a second day off work to be there for a delivery that he couldn't even guarantee as it would depend on if the driver felt like using the loading Dock. His attitude on the phone was extremely dismissive and he had absolutely no interest in helping me. Also he said I'd have to make a trip all the way to the store just to have the delivery charge refunded - obviously hoping I'd not be bothered to do this.

I'm actually now quite glad he was so rude. I did drive to the store and instead opted for a full refund of the items that were sold to me as Good Guys simply couldn't follow through on their delivery service.

Ended up buying the exact same item from Harvey Norman just up the street. Harvey Norman not only matched the Good Guys price, they also threw in a $400 store voucher as part of a promotion so I ended up paying less.

They'll be delivering tomorrow and they've assured me that their drivers actually can deliver without any issues as they don't use subcontractors and also come prepared with 2-3 men for bulky items.

Such a shame that what was a really good business seems to have now been taken over by a bigger company (JB-HiFi) and is no longer actually a brand focused on good service.

Highly recommend you give these guys a hard miss and instead visit Harvey Norman if you're looking to purchase a new appliance for your home.

Fleeting Foreground

The worst customer experience I have had at a retail store. Ordered a washer dryer, went to pick it up and the one they had was damaged. Told to wait for a week or so until they received another. 4 weeks and two visits later I phoned the store and was put on a hold loop for 20 minutes. (A hold loop is where they take you off hold and put you straight back on again without actually answering. It’s a tactic to keep their on hold times down.) I gave up and now just want my money back, but that’s no easy task as I used a gift voucher given to me from Christmas as part of the payment. Horrible experience all round.

Stephen Stamps

Terrible customer service, they tried to avoid a refund for a faulty product...even though it was covered under warranty and ACL, said they can't issue refunds until they spoke to regional manager,which is nonsense,.They finally refunded after I visited the store twice , and showed and explained the AU consumer law to two different managers including the store manager Jacob, who lied to me about needing to get authorisation from his regional manager (who conviently was on holiday) and had an attitude when he finally realised I was correct and he finally refunded me, then walked off in a huff...terrible.....go to elsewhere...

Paula Ross

Purchased an air fryer today. What a pleasure it was to have James R serve us. He was very informative and helped us in choosing the right product. A delightful young man and an absolute credit to The Good Guys. Thank you James