The Good Guys Hoppers Crossing

I had a not so pleasant experience with The Good Guys this week. I bought two split A/Cs and paid for delivery. One was delivered but the second was not. Every time they promised it would be delivered, I got a text message it was ready to be picked up. They started ignoring my call or promised that they would call back but never did. I visited the store today and picked it up myself because installation was already booked. They were atleast fair enough to refund my delivery fees.

Really short staffed. Bad customer service. We asked a customer service rep for assistance he said he's busy with another customer and said he'll call out for more help. Waited around 20 minutes and no one came. We ended up going to a competitor to buy the same product!Improve customer service and have enough staff to cater for the demand in store if you want us to shop at your store.

Unbelievably bad service. Bought a heater last year for winter. It kept smelling like burning plastic and after almost a year thought, this can’t be put down to new heater smell anymore. Dropped the heater off for repair or replacement under warranty last month in anticipation of winter. An entire month later, it’s freezing and it still hasn’t even been dispatched for repair. They lost it or something. They didn’t offer an instant replacement even though on the file it’s noted that replacement is a valid outcome and the fault on their end has taken obscenely long to rectify. Was told to personally ask for someone named Mikayla who would oversee things, yet their phone line never answers, so what’s the good in a useful salesperson if uncontactable. Would give zero stars if I could.

Needed a new kettle and Nicola from the Hoppers Crossing store was wonderful to deal with.I have always had great service at this store and that is why I continue to go back.

Purchased a dryer and was told that I would get contacted when available for delivery. One month later, I didn’t get contacted about when my dryer would be delivered. I tried calling the store multiple times and waiting up to 30 minutes and was waiting on the phone but no answer. I finally went into store and the lady had no empathy and lacked basic customer service skills. She said they forgot about my order and never notified the warehouse to deliver.There was no apology from the girl for the situation which was very disappointing. I won’t be shopping here again due to this horrible service from this girl. I understand that the error was not her fault and the fault of whoever is in charge of communicating to the warehouse for customer deliveries, although for someone working in a front facing retail role, she should be trained with basic customer service skills and not brushing off that I had to wait 1 month and follow up on my order since I didn’t get contacted during the time.This was on Tuesday 13th of June around 5pm.

You guys need to improve your delivery process. I was told by the sales person that i would be given a two hours window before delivering the goods. After waiting for 4 hours on the site, there was still no sign on the delivery guy. I called the store and they cant get hold of the driver. I asked them to reschedule, they told me that its gonna be at my expense.Poor experience

Very good and fast service during product purchase. Exactly opposite experience during faulty product return and asking for a refund.I had to return a new faulty product and asked for a refund. They told me I cannot get a refund and the store will send the product for repair!I don't want a repaired faulty product. I just want my money back. Is that too much to ask for?

Ordered an oven online and requested delivery on a Wed. Was told I would get a message Wed morning about delivery time. I received nothing from them so made a phone call and was kept on hold for nearly an hour and the person had no information about my delivery but would call me back. He didn't. I made another call, waited on hold again for about half an hour and was told my oven was on the truck and would be delivered that day, but he didn't know when. Then I got an email with a tracking button. The tracker said the oven would arrive on Friday...though I had stayed home from work to receive it on Wednesday. I made another phone call, waited another hour or so...and, yes, they were delivering on Friday not Wednesday. I was promised the delivery charge would be reimbursed and I would get a $50 voucher for my troubles. Needless to say, neither of those things has happened. These are NOT good guys. I bought several other appliances from Appliances Online for my new kitchen and they were great! Should have gotten everything from them and saved me a load of hassle!!!!

I am very disappointed I bought the kambrook rice cooker online and used team global express for the delivery but it arrived without the cooking bowl, lid, measuring cup, serving spoon and steaming tray. What the h*! Are you kidding me??? How am I supposed to use it???

Worst customer service provided by Good guys hoppers crossing manager Priyanka because of returning faulty product, she tried to put me on show in from of other customers by raising her voice and intimidating me by saying she know the law because she the manager there. I will never go there to shop in future. The formal complaint was lodged.