The Good Guys Frankston

"Purchased a product at a Good Guys in Western Victoria that was faulty. I purchased the warranty. My warranty experience was absolutely terrible and took 11 months from first report to a resolution. And required my constant badgering to make sure the matter progressed, having received zero proactive contact from the warranty provider. In the interim I relocated to Frankston, whom once the warranty process was allocated to them it was resolved within one week. Ryan was a great assistance in what has been a stressful process and arranged for a store credit and swap/delivery of new/old appliance. So, The Good Guys Frankston were “the good guys” of the story. I will say for any people curious about warranties, if the warranty of the item you are purchasing is to be with Domestic & General, note that it is like getting blood from stone. I would only pay for the warranty if you acknowledge that you may have to work really hard to get them to live up to it. So, in short ‘TGGF’ 5 stars ‘Domestic & General 1 star’."

"The product itself was great, a Hisense Fridge. However, the delivery drivers were not. They were struggling to get the fridge through the door and proceeded to slam the door into the wall creating a small hole, where the lock is on the door. They left the fridge in the middle of the kitchen and not in the fridges slot. We had to call our friends to come and help us lift and move the fridge into its wall and remove the foam base underneath, whilst taking the old fridge away. The link to rate the delivery only takes you to the good guys website, not an actual one to rate it. Thought it best to post here instead. It’s sad because the fridge was excellent, but there review site and delivery men were not."

"Staff are always extremely knowledgeable and helpful altho sometimes difficult to find someone to actually assist you. Today I found someone to assist within a minute. Needed a new charging cable for my laptop today. But have brought many things from here in the past. Often adding on the concierge extras so I get a longer warranty but also for the credits provided through out the year. Many electrical items available. My go to place for anything electrical. Have brought 2 laptops in the past, a fridge, 2 stick vacuums, new oven, new split system and many other items."

"BUYERS BEWARE! Promises made obviously just to get a sale with no care or responsibility once they receive your money. Disgraceful Service. I urgently needed a new fridge (my 3 yrs old Samsung suddenly stopped working) I went to Frankston store, was first in the door when they opened, waited 1hr 20 minutes to be served, paid just over $1k which included Concierge service and with a promise of next day delivery which did NOT HAPPEN. I have no fridge, no food as I've had to throw it all out, have received 6 text messages "Great news, we are ready to ship your order!" It is now rescheduled for 2 days time which is 6 days after original purchase date. I wonder if it will happen or they'll find another excuse? Family have been buying from this store for 20 yrs but never again. Don't make promises you can't keep just to get a sale. There are a lot of other retailers close by who will welcome our business."

"I am very frustrated and unhappy about Good Guys' return policy and service. The coffee machine we purchased 5 months ago stopped working properly, and the store insists that the coffee machine needs to be assessed by the coffee machine brand's service center first in order to be returned or exchanged. It has been 2 weeks since we brought this issue up to this store's attention, and it is likely to take another month or 2 (if not more) to get resolved. Besides, the wait time for talking to a store staff (when we are phically in this store both times) is ridiculously long. This entire experience is very very bad."