Need to contact

The Good Guys

and make sure they reply?

The Good Guys offer customer support through multiple convenient channels, including phone support, email, live chat, online resources, and in-store assistance. Customers can reach support via the main phone line (1300 942 765) or, for urgent warranty inquiries, through the Concierge Gold Service line (1300 765 988). Email assistance is available at customercare@thegoodguys.com.au, while the online Help Centre hosts comprehensive FAQs and a contact form for queries.

In-store customer service is another core strength. Customers can visit any Good Guys location to resolve issues directly, including refunds, exchanges, and warranty claims. Although historically recognized with customer service awards, The Good Guys currently holds mixed reviews with an average rating of 1.8 out of 5 on ProductReview. While multiple support avenues exist, customers may face delays or require persistence to achieve satisfactory resolutions.

Common customer concerns reported about The Good Guys include:

• Delivery Delays and Stock Issues: Customers frequently encounter late deliveries, items unexpectedly out of stock, and last-minute cancellations without sufficient communication.
  
  
• Refund and Repair Problems: Obtaining refunds or repairs for faulty products can be challenging, with many customers reporting long delays, unresponsive support, and complications with third-party refund handling.
  
  
• Poor Responsiveness: Customers report extended phone wait times (often over an hour), ignored emails, and insufficient communication around ongoing issues.
  
  
• Staff Attitude Issues: Negative interactions involving rude or dismissive customer service representatives and unhelpful store managers have been frequently noted.
  
  
• Online Order Cancellations: Sudden cancellations due to pricing errors or stock shortages, coupled with inadequate follow-up communication, have frustrated many online customers.
  
  

While some customers enjoy positive experiences, especially with in-store help, the volume of negative reviews indicates persistent issues, particularly with delivery reliability, refunds, and customer communication.

Here’s a step-by-step guide to effectively contacting The Good Guys customer support:

1. Phone Support:
   
   
   • Customer Care: Call 1300 942 765 (7 days, ~9am–6pm).
     
     
   • Gold Service Extras: 1300 765 988 (Mon–Fri 9am–6pm, Sat 9am–5pm).
     
     
   • Tip: Have your order number ready and expect peak wait times, especially around sales events.
     
     
2. Online Help Centre:
   
   
   • Visit The Good Guys Help Centre for FAQs.
     
     
   • Submit queries via the online "Contact Us" form. Responses typically arrive within 1–2 business days (check your spam folder).
     
     
3. Live Chat:
   
   
   • Access real-time assistance through the "Live Chat" button in the Help Centre (typically available during business hours).
     
     
4. Email Support:
   
   
   • Email customercare@thegoodguys.com.au directly.
     
     
   • Provide clear details and await a reply within approximately 1–2 business days.
     
     
5. In-Store Assistance:
   
   
   • Locate your nearest store using Store Locator.
     
     
   • Ideal for urgent returns, warranty issues, or complex problems. Bring your receipt and product.
     
     
6. Social Media (Limited):
   
   
   • The Good Guys maintain Facebook and Twitter pages; these channels are secondary and not officially supported for customer service issues but can occasionally draw attention if other avenues fail.
     
     

Important Tip: Document your communications, note representative names and promises made, and politely request escalation if initial support is unsatisfactory.

Understand The Good Guys’ customer-friendly policies clearly:

• Refund & Return Policy:
  
  
  • Complies with Australian Consumer Law. Faulty, damaged, or unfit-for-purpose products qualify for a refund, replacement, or repair.
    
    
  • Change-of-mind refunds are not guaranteed but may occasionally be offered as store credit or exchange at store discretion.
    
    
• Refund Processing Times:
  
  
  • Refunds typically processed within ~5–10 business days. Payment via gift card or store credit typically refunded similarly.
    
    
• 30-Day Price Guarantee:
  
  
  • If a purchased item price drops within 30 days, receive the difference back as store credit. Exclusions apply (e.g., limited-time promos, pricing errors).
    
    
• Order Cancellation:
  
  
  • Call immediately if you wish to cancel an online order.
    
    
  • If dispatched already, standard return/refund procedures apply.
    
    
• Shipping & Delivery Policy:
  
  
  • Delivery timelines and fees vary by product and location.
    
    
  • Click & Collect usually ready within 1–2 days; stores hold items typically up to 14 days.
    
    
• Warranty Policy:
  
  
  • Products covered by manufacturer warranties plus Australian consumer guarantees. Extended warranties available through Gold Service Extras (Concierge).
    
    
• Complaints Resolution:
  
  
  • Formal complaints can be lodged online. Expect contact from Customer Resolution Expert within 2 working days, resolution aimed within 10 working days. External escalation to Fair Trading or ACCC available if unresolved.
    
    

Knowing these policies helps set realistic expectations and ensures smooth transactions and issue resolution.