The Good Guys Frankston

Late last month I noticed my fridge might have a gas leak. I called up The Good Guys thinking they'd help me out by picking it up. Instead, they said I had to lug it over to them myself – not what I was expecting, especially given the potential dangers of a leaky fridge. After I dropped it off with them, weeks went by. Then out of the blue, they tell me I've got to come pick up the still-broken fridge and handle things with the manufacturer directly. Honestly, that felt like a bit of a kick in the teeth, especially since I'd already gone out of my way to get the fridge to them in the first place. I refused to pick it up under those circumstances. Now we're halfway through this month, and guess what? I'm still fridge-less, and they still have it. Not thrilled with how The Good Guys have handled things, and just wanted to give a heads up to anyone else who might be dealing with them. Update as of October 16, 2023: I was recently contacted by a representative from The Good Guys who offered a resolution to my situation. They provided two options: a full refund of the fridge's purchase price or a replacement with a new fridge. They seem genuine in their efforts to rectify the situation, which I appreciate. Still, the overall experience has been mixed due to the initial difficulties.

I booked a dishwasher drop-off and installation. It never showed up, and when I called, the girl on the phone said they forgot to put it in the system. They freely admitted it was their fault and yet brushed off any thought of compensation despite me having taken a day off work. Typical sort of the poor service you expect these days from companies such as the Good Guys. 1000s of pages of fine print to protect them and no policy at all in the event of their own faults.

I had a bad experience and then a wonderful one. Im in a wheelchair and couldn't get anyone to serve me. First time this has ever happened here. Not only did they not serve me but turned their backs on me and pretended i was invisible. Finally i found Gladys. What a sweet person. Nothing was too much for her. Her and Sarina helped me and my husband. 2 wonderful young woman.

Disappointed in this stores service on so many levels. Daughter purchased and paid for a microwave, received notification that it was in stock and ready for collection. I drove to store, and after waiting 20 minutes at pick up area, was told no mircowave was there, unit daughter had paid for, had been sold again. Went into store, management on the day less than helpful, basically said nothing they could do.. My daughter had received the alert on the Monday, i was there on the following Sunday, but daughter had rung on the Saturday to confirm i could collect, at no time was she told that the unit had been sold and only a demonstration model available, which they can't sell. Rang the branch on the Monday and spoke to manager, explained the situation, they offered an alternative replacement model which wouldn't suit the area where microwave was going. Manager said he would get back to me, after saying he located one in Dubbo. 1 week later, still no correspondence initiated from store, i rang again, to be told, no Dubbo's was a display model as well, unit is now coming from Busselton WA.Waited nearly another week, when i rang the store again, to find out when we would receive the microwave and was told it was sitting in the store waiting collection, even though i had been advised that it would be delivered to my home. This was then organised and i was advised microwave would be delivered on the following Monday, the unit was delivered on the Saturday, luckily we were home to take delivery otherwise it would have gone back to the depot. Customer service at Frankston store is not forthcoming even as high as management level.

Talk about making something simple very difficult. Purchased a small car vacuum by click and collect, and was informed at the pick up point that even though its a small item I had to drive around to the back of the store to collect it. No, they would not walk to the back of the store and bring it down to me) Finally found the place then waited 5 mins for someone to show up (no bell and no way to let staff know you're there) then the young man asked for the confirmation email so he could scan it (fair enough) but would not give me the item until Id given him the Paypal transaction number and my car registration! They must be joking! By the time I found the info he needed, signed for it and got back to my car, from arrival at the shop to departure was almost 20 minutes - to pick up a small package for goodness sake! I certainly wont be buying by click and collect from the Good Guys again, my business will go across the road to HN where the process is quick and easy.

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’.