The Good Guys Alexandria

Purchased a fridge and paid for delivery and installation of the new fridge and removal of the old fridge.
Delivery arrives, the guys refuse to remove the old fridge, saying it is too big... (nothing bigger than anything sold by this store). So basically, they brought up my fridge, dumped it on the hallway and left.
Phoned this store to lodge a complaint that this is not the service I paid for. Was advised to ring "Customer Care". So, called the number provided. The service agent put me on hold to call the store, and then advised me the store would call me back regarding my complaint.
Guess what, I am still waiting for them to call.
Do not use these guys, or if you do, do not pay for the delivery option because you do not get what you paid for and no offer of a refund or even a phone call to acknowledge your complaint. Never again.

Terrible customer service!

I ordered a new washing machine for next day delivery, paid the extra $19 for their “premium delivery” which also included them removing our old washing machine.

The delivery driver arrived on the scheduled delivery day (Saturday) and refused to follow the instructions for parking in our parking garage. After several attempts to show him where to go, he responded with “I’ll put your washing machine in a smaller van and come straight back”. He didn’t come back and I never heard from any one from The good guys store except for a failed delivery text message!

I then had to call twice the following day to explain the situation and schedule it for a new delivery day. The lady that answered the phone is definitely in the wrong job because I’ve never experienced such terrible customer service in my life. She was very rude, wouldn’t let me explain the situation and simply told me that she could get it delivered for Monday, even though we explained we wouldn’t be home! She then said she’d organise a different delivery day and call me right back… never received a phone call.

I then called twice on the Monday after receiving a text saying the delivery was coming on Monday even after I told them we weren’t home that day. My room mate had to take time off work to be home to receive the delivery.

We can’t fault the second delivery driver, he was very nice although they didn’t take the old washing machine with them, they said there wasn’t room on the truck and they’d come back with a new van and pick it up later.. it has been 5 days and the old washing machine is still sitting on our balcony!!! Absolutely unacceptable! When we called.. 4 times and finally got through after being put on hold and transferred a few times they weren’t apologetic and just said they’d refund the $19 premium fee.

I’ve shopped at this store many times and have had pleasant experiences in the past but this will definitely be the last time I order with them!!

I recently visited The Good Guys Alexandria store, a gentleman Matthew K helped me.

Matthew listened carefully to my needs, inquired about my amenities at home and learned about my lifestyle, then according to these, he carefully selected a few items for me to choose.

His product knowledge is amazing - the quality and characteristic of each product. In the end, I was satisfied with what I needed for my new kitchen.

I would like to appraise his service, attitude and professionalism which is hard to find in recent years. I wish Matthew all the best and I will definitely recommend him to my family and friends whenever they have appliance purchase need.

I had a very rewarding experience at The Good Guys, Alexandria, when trying to purchase a new oven This was due to the good old fashioned service I received from Matthew. He was more than helpful a should be really appreciated. As a consequence we have returned to purchase other products and recommended him to others.

I want to express my gratitude to a member of the staff, Matthew (Good Guys Alexandria store)
Firstly, I’d like to point out that as an experienced customer, for me, the process of buying an item in a shop is not limited to the assessment of the product on offer, its advantages, limitations or the price (I do my homework beforehand…..). To get a ‘deal’, the salesman has to show me first, his knowledge of the product is selling, the pros and cons, any other relevant advice, and, above all that, he has to show me his honesty, sincerity and friendly attitude.
Well, Matthew achieved all that and gave me the confidence I needed to close the deal.
As a result, when I decided to upgrade my TVs, I did not have any hesitation in looking for his assistance, although I knew his expertise was in another area, I trusted him.

Well done Matthew

Awesome place with huge range of home appliances, personal grooming and house and industrial wares. Best place - Great value.

Nespresso lady asked me whether I need help, I was in front of delonghi coffee machine and asked her whether other brand nespresso compatible capsule will fit my nespresso machine. She said im from nespresso I dont know whether it will work and it may void your warranty. Dont offer help if you dont mean it

I had very unpleasant experience today with purchase of dishwasher. I went there to buy Omega dishwasher, but the sales person Damien F, when I asked for that specific model, cringed and asked if I wanted to buy "cheap chinese made" and told me "it will break as soon, as warranty is over". I felt pressured to buy more expensive model and left wondering why is this even advertised, if it is such an inferior quality product. May take it up to Omega and ask them what do they think about these remarks. Very poor customer service, felt like I was second class, just because my purchase was not giving enough commission to the sales person. Never again my money will be spent in that joint!

How dare you scum force me to go three weeks without washing after I paid $800 for a washing machine this year which no longer works. Trying to speak to anyone here is a nightmare. Calls unanswered. When eventually answered, hung up on before a word.
Tried to contact the manufacturer hoping for a better response and found that the good guys now actually own Hoover outright.
Don't ever risk buying anything from Hoover or Good Guys.

The customer service guy is just alright. Approachable but kinda passive. Just bought TLC 55" UHD Smart TV. The warehouse guy is really helpful though. The parking area is pretty big, hence it's easy to find a parking spot.

Had some mixed experiences here - ordered an item but due to issues on their behalf, had to cancel. After doing so, was still debited the money and had to go through the whole dispute transaction process as they had told me after making several follow-ups (both online AND in person) that it would be automatically refunded, which it wasn't. However, the person handling the dispute, and the original customer service officer at head office who referred my issue to the relevant parts of the company, were both pretty good. Still an overall rough experience, would recommend another franchise location if not a different company overall for whitegoods.

To the sales manager,
Just a quick note, i was in the good guys store at Alexandria last weekend and spoke to a Dyson salesman called Dave i think he works for Dyson. He was very helpfully and understanding, it was great to experience good old fashion service and great knowledge of the product.
Well done Dyson for great products and employing such competent friendly staff.

Kind regards
Steve Rossini

Staff do more talking than serving. I walked out

Reasonable range, good prices, but the service can be slow

A sales person tried to brainwash me that dyson v6 vaccum cleaner got no motor in the electric motor-head attachment. It was such a silly effort to try to sell me more expensive product. I know guys you often bullshiting customers, but please have some limits. Not every customer is stupid as you might assume. Worse experience ever. Do not recommend this shop.