WORST experience. Deserves negative stars if it were possible.Ordered a few appliances fridge , dryer(delivered the previous week) and an upright cooker ( not in stock so delivery was postponed) from the Good Guys Thomastown, Vic. This already costed a lot. We also paid an additional cost of approx $600 for “premium delivery and installation” . This, they said would mean the old unit (esp the upright cooker ) will be removed & the new unit will installed by a licensed installer. The cooker was delivered later than what was initially promised and it was a NORMAL delivery. We called the store and NO ONE at the store was able to help. The advice provided was they can’t do anything because it was a mistake in paperwork and we have to just wait for the installer to call us and since they can’t get a hold of the installer, they asked us to call him ourselves. What a waste of time and misrepresentation of services promised to be delivered. Unapologetic & unempathetic was the general aura from all the employees we spoke to. The operations manager just echoed the previous call handlers words with no solution/ alternatives provided. Just made it seem like as if they were dealing with a difficult customer than acknowledging this was a mistake on their part and they would rectify it and talk about next steps. Horrible service and boils down to not knowing how to do business. They reacted as if this was a normal occurrence & there was nothing they could do. I don’t understand why promote a service that’s unreliable & expect the customer to make arrangements? The onus is not on the customer. I paid for a premium service for these arrangements to be made on my behalf. Ridiculous to have to just wait the whole day for something we paid so much for & they can’t even give you an answer. Rather buy online and arrange for your own installer costs cheaper than tall promises for sure.

recently I have purchased three Falcon RS52 TVs from Goodguys in Thomoastown, Victoria. When we walked into the TV section of the store, we managed to locate a salesperson who happened to be the store Manager. Our requirement was to buy three suitable 40" TVs for our business to play little videos and stills. According to the store Manager's recommendation Falcon RS52 met our requirement and bought three of them. Upon mounting all three TVs in the business, we happily started playing the stills and videos, everything was OK as expected but, the TVs screens go to a screensaver mode after sometime (only for stills). We disabled screensaver mode, auto sleep mode in the power section, however the problem did not get solved. So, today I went to the goodguys store in thomastown and spoke to the same Manager and explained the issue. Shockingly he was not friendly at all and acted very unprofessionally telling me that, I don't know, may be these TVs are made that way to protect the screen, sorry I can't help you. I asked him is it worth contacting the falcon customer service, he said "No". I reminded him about our initial visit and discussion we had to purchase the TV, he was not ready listen to me. This is the first time I experienced such a thing in Australia. I am not worried about the money I spent but my valuable time that I spent at the store.

Avoid at all costs. We purchased a coffee machine here less than a year ago and have been back FOUR TIMES with issues, and the Good Guys have been absolutely useless. They are flat out refusing to allow us to swap it for a different machine. We don’t want a refund or even a credit (though this hasn’t been offered either), I just want a coffee machine that works! It’s been less than a year since we first bought it. We just went through yet another round of bringing it in, they sent it off for repairs (despite telling us they were going to talk to manufacturer to organise a replacement), and it was returned with a completely new issue! They broke it while it was meant to be repaired! We get inconsistent advice from every single staff member we speak to. The store manager (Jenny) flat out lied to us about the steps that would be taken to resolve the issues. Just today we were told by a team member on the phone we could bring it in to swap for another, yet arrived in store to be told that’s not possible. I will never, ever buy from here again. Disorganised and dishonest.

Purchased a Hisense 55” A7KAU UHD TV in Nov, received text to say item was available for pick up. After 100km drive to store told item not available as it was over sold. Have called store numerous times over the last 4 weeks only to be told ‘items due in next week’. Today the store says mid Jan 24. Item is still being sold online and when checking availability it has available for delivery 22 Dec! This was purchased as a Christmas present and obviously won’t be available in time. At no stage did anyone from the store contact us to update on delays and even after calling and being told we’ll call with an update it never happened. Store is happy to take your money but provide no service. Asked if we could swap for a similar item or come to some other arrangement. Store provided no option to resolve the matter. The Good Guys - not at customer service!

Purchased an oven ….. arrived broken, delivery driver refused to that oven was broken upon arrival, glass left on street and up my driveway. Told in store that no stock until after Xmas, I made 1 phone call and found oven at nudawading in stock, they messed up delivery twice. This left me with glass all over the road at the front of my house and up my drive way( with two young kids under 7) had to physically go inton thomastown store and nunawading to chase down oven ( had electrician and plumber booked on same day delivery for install which I had to pay call out fees) no discount offered, had no facilities to cook for a week for my family, no contact made through customer service , go somewhere else until they put some customer care in place

About 2 years ago I took stick vacuum back for repairs, it was only 3 months old. Went back 2 weeks later, not return yet, went again 2 weeks again, staff couldn’t find it. Went back following week, oh was in store room, but had no name on it so we gave it away. Was not reimbursed for it or replaced. This time it has taken 3 months to finally get Microwave repaired and picked up. Also cost me nearly $300. Dollars taking it to be repaired the first time. Started on 8/8/23 received back last week 9/11/23 . Can’t complain about there Services because there isn’t any. That is last time I will ever buy anything from Good Guy’s. I have over the years bought hundreds of $$$ there. Never again.

Very disappointed, I bought a cooktop three months ago and an extended warranty for 3 years. last week when my wife cooked the cooktop blew up and the glasses shattered everywhere in my kitchen. I went to the store asked them for replacement they told me you should contact Techknika. Spending three hours in the phone Techknika told me they will check it in one week and maybe that your plumber fault(As you know installing an oven needs a rocket science). BADGAYS if I don't get my cooktop replace it by tomorrow I am going to camping in front of your branch in Thomastown from Thursday the 2/11/2023 and I will take you court and never again buying from you .

Seriously disappointed. (Although a first world problem) Recent purchase same location excellent. This time ordered a high end Sony TV - Delivery promised (as we had grandkids staying and the TV packed up - Winter blues) - Great. Next day, heard nothing and followed up tracking to be told - there's been a mistake and delivery "had not been booked and nothing could be done and we need to arrange another date or collect ourselves". No serious plan to fix other than this 'solution'. Grandkids will have left by then .......

Purchased a $2500 fridge from these guys, it got delivered damaged. They dropped it off and said that we had to chase up the replacement doors. Two weeks later they are blaming us for the damage even though the driver logged it as delivered damaged. Had to get angry and upset just to get the doors of the fridge replaced. I wouldn't buy a toaster from this store, their service is absolutely horrible.there are plenty of other white goods stores to purchase from, just don't go to the good guys.

Service: 6/10 Front desk 6/10 Fridge Delivery 8/10 Product 9/10 The most thing about good guys in thomastown lack not react to eager to serve customer (eg) A customer was there Alot of server are standing around chatting! my husband left immediately he really hated when walk in and stand where the headphones area and waiting if anyone noticed him after 20min he walked out! I was patient the day I purchased the fridge because I need it urgent. Need to do their job better!

Absolutely horrendous service from the concierge team. Whoever spoke to my elderly mother and had her on hold multiple times up to 50 minutes a time and hanging up needs to answer for this. Not the standard of customer service especially when she payed extra for a warranty that she is getting the run around for. The service workers who you send out are just there to intimidate and not help you. Please contact me from the concierge team.

Bought a coffee machine from this location. it has had several faults, first time they replaced the product, second time they said it needs to go in to repair, and they would try to obtain a refund from the rep. We have not heard from them in almost a month, their store manager email address doesn't exist, and I am now required to fill out a form for their consumer law department to even hear back from anyone. Go anywhere else.

I visited the Good Guys store today and I was very impressed by their service specially thanks to Stavros he helped us he offered me really good deal, very friendly, polite i would give him 5+ star if i have option here.They had all the products I was looking for. I would highly recommend this store to anyone looking for quality products at reasonable prices. This is a 5 star review for sure!

Visiting The Good Guys Thomastown is always a pleasant experience. The staff are not only professionally trained but also exude friendliness and are always ready to help. Today, I acquired a laptop from their expansive range, leaving me spoiled for choice. It's their unparalleled customer service that truly stands out and ensures I keep returning. Highly recommended!

I visited the Good Guys store last week and I was very impressed by their service and selection. They had all the products I was looking for. The staff was friendly and helpful, and they offered me a great deal on a bundle. I would highly recommend this store to anyone looking for quality products at reasonable prices. This is a 5 star review for sure!

Worst customer service. I want to buy vacuum cleaner which is good and pocket friendly. I bought 200$ vacuum and staff was behaving like I have steal something very rude 2 of them clearly refused to attend me and asl 3rd guy to help me he have se attitude and told me if you want cheap stuff so it's here choose one. His body language is so insulting.

Thank you to Zack and the team at good guys Thomastown! We bought multiple appliances and electronics for our new house and we were looked after from the moment we walked in. The staff are friendly and have a great understanding of all the products. Will definitely recommend to my family and friends!

Worst delivery management, sent in wrong address and rescheduled for another day and waiting 1 and half hour without any updates and called thomostown customer service and said wait for another 20 mins and has to talke leave from the office just to wait them. Poor and no responsibility at all.

How refreshing real knowledge and great service. I visited this store yesterday and Kenny served me. He was positive, friendly and had the knowledge I needed to buy what I wanted with a good price. It is so hard to get service in large stores these days. Yesterday was a breath of fresh air.

I had an excellent experience at the Thomastown store. Purchased a TV and a sound bar. Not only did l get a great deal but l received excellent service and advice from Kevin N. Extremely polite and knowledgeable. Looking forward to delivery of my new TV.

Electronics warehouse, selling all kinds of home gadgets, from Air con to Air purifiers, Toasters to grills,TV'S to sound systems. Drones and refrigerators. You name it they have it. Excellent service, great prices and offers. Nice to shop there.

I swear this is the most useless business in Australia, I run a plumbing business and can’t get a hold of anyone on the phone throughout all there stores in VIC to buy appliances for my customers.. All tradies go elsewhere believe me

Have been looking to get a price on a freezer so I emailed a few places. Good Guys Thomastown was one of them. Didn't have the decency to even send a reply back. Ended up spending $1100 dollars on one at Harvey Norman.

I’ve bought quite a few items recently - fridge, air fryer etc - and the customer service including platinum delivery service has been excellent. Always helpful, do better prices when asked, a great team at Thomastown

Joel was extremely helpful and friendly when helping me purchase my laptop. He went above and beyond with his service, and spent a considerable amount of time with me, I greatly appreciated it, and got what I needed!

Absolutely amazing customer service from Jenny and her team! She helped us with a faulty microwave and all the team there were extremely helpful and went the extra mile to assist! Definitely didn’t go unnoticed!!

Nearly waited for more than 30 minutes; no one came in to serve after multiple requests.. worst customer service; pretty racist; do serve the customer after looking at skin colour. Not even apologise, very shame

Bill was very accommodating and friendly. From going there to window shop, we ended up buying $8000 worth of appliances. Bill looked after us very well. Thank you

Customer service isn't their priority. Some are good some are to busy socialising with each other. Phone rings out in the background while people are chatting.

Fantastic customer service by Waana and the Miele representative. Appreciate the effort and help they put with our vacuum.