The Good Guys provides several easy channels to swiftly submit your complaint and get assistance:

Phone Support (Fastest for Immediate Issues):

• For general support, call 1300 942 765 (7 days, 9am–6pm AEST).
  
  
• Dedicated complaints/product issues line: 1300 765 988 (Mon–Fri 9am–6pm, Sat 9am–5pm AEST).
  
  
• Have your order details handy for quick reference.
  
  

Online Form (Recommended for Clear Documentation):

• Submit your complaint through The Good Guys Customer Care Form.
  
  
• Include your order number, issue description, and contact details.
  
  
• Expect a response via email or phone, typically within a few business days.
  
  

Email Communication:

• Initiate via online form; follow-up communications through customercare@thegoodguys.com.au.
  
  
• Reference your initial complaint submission number to streamline communication.
  
  

In-Store Assistance:

• Visit the store where your purchase was made and speak directly to staff or store manager.
  
  
• Immediate resolutions available for refunds, exchanges, or warranty claims when presenting proof of purchase.
  
  

Note: The Good Guys currently does not offer a dedicated customer service app. Utilise phone, online, or in-store methods instead.

The Good Guys prioritises efficient, effective complaint resolutions through the following structured process:

Initial Response and Investigation:

• Your complaint will be acknowledged promptly.
  
  
• The frontline Customer Care team or store staff will assess and often resolve straightforward issues immediately (refunds, replacements, warranty services).
  
  

Complex Complaint Handling:

• Complex issues (faulty products needing technical assessment or delivery problems) may require additional investigation.
  
  
• The Good Guys aims to notify you of the outcome within 30 days, though simpler matters typically resolve much sooner.
  
  
• Regular updates provided via your chosen contact channel (phone, email, or in-store).
  
  

Case Escalation and Management:

• Complaints unresolved at initial stages escalate to supervisors, area managers, or specialised teams at head office.
  
  
• The Good Guys emphasises making situations right through professional service, replacements, or refunds.
  
  

Resolution & Confirmation:

• Once resolved, The Good Guys will confirm satisfaction through clear communication detailing the outcomes (refunds, replacements, or repairs).
  

The Good Guys commits to high-quality customer service aligned with Australian Consumer Law for fair resolutions.

Frequent customer concerns with The Good Guys include:

• Faulty or Damaged Products: Appliances or electronics malfunctioning shortly after purchase or upon delivery.
  
  
• Delivery and Installation Issues: Delayed deliveries, incorrect or incomplete installation services causing customer inconvenience.
  
  
• Refund & Exchange Challenges: Difficulty or delays in obtaining rightful refunds or replacements, particularly under warranty scenarios.
  
  
• Customer Service Frustrations: Instances of perceived unhelpfulness or insufficient assistance from store staff or phone support.
  
  
• Pricing and Promotional Disputes: Confusion or dissatisfaction with promotional offers (e.g., StoreCash promotions leading to ACCC scrutiny in 2024).
  
  
• Follow-up Issues: Customers needing to repeatedly contact stores or customer care teams to achieve issue resolution.
  
  

Knowing these common issues can prepare you to effectively navigate and resolve potential problems.