The (Not So) Good Guys

LAgar1987 on 10/11/2014 - 11:22
Last edited 10/11/2014 - 12:17

So I bought a cooktop and rangehood from the Good Guys in Bankstown last month for my investment property as my tennants had just moved out and I wanted to get a new kitchen installed. The rangehood had to be ordered in as there were none in stock. I was told by the salesperson that the rangehood had been ordered and would be delivered within 3 days and that I'd get a phone call from the store when it was ready for pickup.

A week had passed and I had not received a call from The Good Guys so I followed them up and was advised that my salesperson was busy and that they would arrange a call back to discuss my order. The call back did not happen.

Another week had passed and still no communication from the Good Guys. I again phoned up and this time was put through to my salesperson who advised me that they didn't know where my order was or what had happened to it. I was told that he would contact the manufacturer and phone me first thing in the morning with an update.

So here I am Monday morning and guess what… no callback yet again. I call the good guys yet again and ask for a manager only to be told that they are all busy. Instead I am transferred to my salesperson who tells me that he's contacted the manufacturer and it should arrive in store in 3 days without giving me a valid reason for the delay.

Now my biggest frustration is that I had organised for my kitchenmaker to come and install my new kitchen today. That's 19 days after I originally ordered my rangehood. Now as a result of the Good Guy's poor communication and follow up, my kitchenmaker is unable to finish the kitchen on time and I could possibly be left out of pocket because the new tennants will be unable to move in until the kitchen is installed.

I am looking at lodging a complaint with the department of fair trading. Has anybody else experienced a similar situation to this or have any advice on how to handle the matter?

Electrical & Electronics

Related Stores

The Good Guys
The Good Guys

Comments

    • Agar1987 on 10/11/2014 - 11:38

      So you're saying that I should have known this would happen? The last time I checked, The Good Guys were supposed to be a reputable franchise.

  • Archi on 10/11/2014 - 12:31
    +2

    you waited a week to contact them after the first initial date delivery date passed then another week, after that, and now approaching another week, dude… I would of called them every day after the first day they were late., or even visited the store.

    • Agar1987 on 10/11/2014 - 12:55

      In hindsight yes, I should have been more proactive with the following up but that does not excuse the fact that the customer service was appalling

  • Cheeper on 10/11/2014 - 12:41
    +2

    Condense your complaint and post it on their fb page. Do GG have a head office, have you tried calling them?

    DOFT can only do what you have done already, they have no power of enforcement.

    Alternatively get your money back and buy elsewhere.

    • Agar1987 on 10/11/2014 - 13:37

      Thanks, I will try the above suggestions. I didn't know that DOFT didn't actually have any power?

  • Mad Max on 10/11/2014 - 13:24
    +1

    The Good Guys customer service is non existent.
    They are only good when they advertise a very low price on an item, go in the shop, look at the item, buy it and take it away with you.
    The sales assistants don't even know how their own policies work.
    Would not trust them for anything else.

  • LYRICALRAVER on 10/11/2014 - 19:04
    +2

    that's what happened to me when I was about to buy a laptop from them. Good thing I didn't buy it! they said it would arrive in a week or two and they would contact me but I thought straight away, "Forget it!" i'm off to some other computer store better than haggling these (not so) Great Guys LOL

  • kinfriend on 30/11/2014 - 17:42

    I bought a Panasonic Bread Maker at the store on the 12 Nov 2014, and until today the product is still brand new in sealed box.
    Today 30 Nov 2014, Ebay online has a promotion where there is a 20% off top retailers and big brands, and The Good Guys is one of the participating retailer.
    So the same day I brought the item back to The Good Guys- Bankstown store thinking of returning the product or ask for a price match. However the person who attended to me apparently the store manager/store proprietor named Zoran Mitrovski, after listening to my explanation has unhelpfully and strictly rejected my return. I told him I have seen it online The Good Guys on ebay is having this 20% promotion, and would like to have a price match or return or whatsoever. I was really disappointed that he didn’t even offer any price match, and to my dismay he rejected the return. I told him I have never even opened the box and I just want to make a return. And to my shock, he even mentioned that The Good Guys has a policy stating that it’s the retailer’s discretion whether to accept any return or not. WOW!!!! That’s a total blow to the consumer’s right. Means if we buy something from The Good Guys and it’s really up to them to decide if they want to accept any return. Where is the Customer Satisfaction Guarantee that is listed and displayed on the wall? Where is their pledge saying: You Come First. Where is the 30 days price guarantee?
    What makes me more furious is that he even told me that it’s just my bad luck that I bought something at a higher price, and also asked me to sell in online if I don’t like it. It’s just my bad luck that I changed my mind and want to return it. I can’t really believe that these kinds of words could come out from a store proprietor. What a shame, and what a discrimination to the consumer’s right! I will definitely not going to buy anything from The Good Guys-Bankstown anymore with this kind of terrible service. Yea, just my Bad Luck experiencing this from them.
    And moreover I’ll have to let everyone to know that they have this policy stating that the retailer has the discretion to accept any return. There is nothing that we the consumers can do then?? That’s something unthinkable from a big retailer.
    PLEASE!!!! Anyone out there who is going to buy something from THE GOOD GUYS or THE BAD GUYS- BEWARE!!!!

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