The Good Guys Belconnen

"Hi, I purchased a washing machine and TV on Friday evening. The sales was awesome and helpful to offer a good deal of combined purchases, which is only the reason I am not giving 1 star. The sales 100% mentioned that he will offer me a free premium delivery on both items. He 100% mentioned they will help me to install the TV (Tabletop), he also explain how the installer will install the TV (lay flat the TV on the floor and put the stools on... I just want to say I did not lie about anything, and it is an 85 inch TV, and there is no way I can put it on by myself) The delivery guys came and said I did not choose the installation. I called back and the manager initially ask for $200 for the installation, after some discussion, she refused to check with the sales saying the sales is coming to work on Thursday (again, you know what, the sales even mentioned he will come back to work on Monday or Tuesday when we discussed about if I want my TV to be delivered separately and earlier considering my washing machine will only be available on Monday), which means I need to wait for 3 days to confirm and even longer for the installation. Then, she offered half price $99 for the installation (which is interesting that she thought I do not check online and I actually know the price is originally $99). After spending so much effort on the argument, the manager said she is happy to book the service for me, but it will be around a week (4 days, but no guarantee when it will be available). I heard exactly, they will do it for me today when she was discussing paying $200/$99 on that, but now it has a 4 days delay. Overall, it is very bad and unprofessional customer service the manager provided, changing and bargaining solutions provided, miscommunication between sales and customers and even not clear work procedures between sales and the manager. It is very disappointing considering The Good Guys is such a big brand with poor management. This is the first time I complain about retail business ( and with very objective reasons) Thank you for reading :)"

"Best customer service ever! We had some trouble with our fryer which was bought 3 months back, we went to store and came back with new fryer! There was no hassle at all. They acknowledge our issue and were happy to help us. THE GOOD GUYS store In Belconnen is the BEST."

"The experience was horrible. Took over an hour for a salesman to approach us on what we needed. Said there was one in store go to the side, went there another man said there wasn’t one. Waited even longer to see what was happening. Waited 3 weeks for delivery. Delivery people didn’t help at all and said couldn’t fit it in. But we got it in within less than 20mins using two people, didn’t have to dissemble any doors or anything. There was no care or interest shown from people on the phone, people in stores and delivery. Considering purchases was $2,000 staff should have shown more customer service and professionalism."

"Great price and store service.... DO NOT get the free install for your TV, just pay the extra to have this done professionally. The guy came to install complained all the way through the job about how little he was being paid, was in a HURRY and wanted to charge $99 to pull the new power lead (As this was longer, and he wanted to leave the old one there) through the existing cable run in the wall from the old TV install.. we ended up paying $55 for this 2 minute job... :( He also left all the rubbish here and did not even clean up the mess he made on the floor nor did he offer to!!! We had everything ready for this moved all surrounding furniture, he literally just had to remove old wall bracket, put new one on we helped with the TV as he was on his own, just complained and spoke at 100 miles an hour the whole job and after we paid the extra money simply left whilst talking on his mobile... CYA!!!"

"I have been calling Goodguys regarding the Tv I purchased from them, which is still under warranty, and every time I call, they say someone will contact me back in a few hours, which never happens. It's been a month now since I first called them. I called today and got the same reply. I am trying to figure out what to do next."