The Good Guys Delivery Experiences

lily on 22/03/2021 - 22:36

I'm wondering what others have experienced with the Good Good Guys delivery. Have they been good or bad experiences? And if bad was was it resolved in the end?

So far I have ordered premium delivery service for a fridge and washer. (Bit of a rant) Firstly the sales person recorded the incorrect mobile number, which I only realised when no SMS was received the night before.

We reschedule and the next day the truck is too large to fit down the driveway. So fair enough we reschedule again.

This time the fridge is delivered but is damaged with a big dint/hole. So we reschedule for a new fridge.

However this time round the driver does not call or show up at the premises. Apparently taking a photo of the apartment but they definitely did not show up at the right place. I'd like to see that photo.

So that's 4 times I've had to reschedule and call the store for a delivery window because they never send a text.

I've been without a fridge for more than a week. Not good, good guys. It shouldn't have to be this difficult or frustrating :(

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Comments

  • buckethat on 22/03/2021 - 22:42

    To be fair.. it wasn't really on them that first time around. They came, with a fridge and washer but your driveway was just too small.

    • lily on 22/03/2021 - 22:59

      Which is why I did say "fair enough we reschedule again"

      It wasn't that the driveway is too small…the truck would have hit some tree branches. And I'm in inner city so they just need a smaller truck.

  • SF3 on 22/03/2021 - 22:48

    premium delivery service

    It's premium, otherwise they could have just left the fridge and washer outside and let you figure it out. :)

    We reschedule and the next day the truck is too large to fit down the driveway

    OK, this sounds retarded, they (always) have a trolley to push/pull up a driveway - why make them reschedule?

    • lily on 22/03/2021 - 23:03

      Yeh the only option was premium because of my location… So that part is all good.

      Rescheduled because they couldn't just leave the truck on the road during peak hour (4.30pm)… the worst time to arrive.

  • AustriaBargain on 22/03/2021 - 23:15

    Sounds like bad guys imo.

  • CheapAtTwiceThePrice on 23/03/2021 - 02:21

    Had more poor than good experiences with both GG and HN.
    Appliances Online 100% consistent for me and family.
    Hazarding a guess I'd say different responsibility KPIs.

    • lily on 23/03/2021 - 18:02

      @CheapAtTwiceThePrice heard good things about Appliances online. I think they seemed more expensive at the time I was looking for items… But then you're getting better service

  • Darayus on 23/03/2021 - 09:47

    if the driveway is too small that fine they can park thier van in a distance and they could have got your fridge on trolley and delivered it to your place. Why you have to make decision is drive is small n van is big.

    • lily on 23/03/2021 - 10:08

      I think they delivery guys also have the right to refuse delivery if they have to walk more than a certain distance. Probably an OHS issue too.

      • GG57 on 23/03/2021 - 12:48

        Really?
        If that is true, you should have been made aware of it before arranging for the delivery.

        Some delivery drivers might try that on, but it isn't your problem if you haven't been made aware.

        • lily on 23/03/2021 - 13:23

          I read their T&C's for home delivery.

          1. You must ensure that the delivery vehicle can park immediately outside the entrance to the Premises. The Good Guys reserves the right to refuse to deliver where it is unable to park within 20 meters of the entrance to the Premises.

          https://www.thegoodguys.com.au/home-delivery-terms-and-condi…

          Also frustrating that they never send a track and trace link for delivery. So left there waiting or have to call the store for updates.

          • GG57 on 23/03/2021 - 14:06

            @lily: Wouldn't that being a consideration in your purchasing decision?
            Or did you think that your premises satisfied this?

            • lily on 23/03/2021 - 14:41

              @GG57: The premises does satisfy this…other drivers have wheeled goods to the apartment from the road.

              But that day they arrived with a large truck that block traffic during peak times.

              Since then they have been able to deliver the fridge but its damaged. So Ive had problems either way.

              Waiting for it to be resolved today.
              It's just been frustrating and poor communication. Lots of delays and waiting around.

              … Especially the when there's no text, no call and no one shows up. Call the good guys. They don't call back either. That's poor service :(

  • lily on 23/03/2021 - 17:59

    Seems it depends who you get delivering the items. Different guy, same big truck had no issues getting down the drive. Got the job done finally.

    This overall delivery experience was awful. Do you think sending feedback/complaint is worthwhile?

  • RoosterBooster on 24/03/2021 - 11:45

    I recently ordered 2 small electrical items in the $100-200 range. One arrived via courier 2 days later (courier rang to say they were coming in next hr). The other arrived next day at post office for me to collect. I was super happy with speed of delivery. Normally the fastest I can get any online order to arrive is via Amazon Prime shipped item which takes 3-4 days. This beat that easily and was by far the fastest I have received an online delivery.

    I found it a bit frustrating/annoying not knowing who the carrier will be (but this is the same for most stores). As AuPost doesn't deliver parcels to my address, I would prefer courier. If I know for sure that something is shipping via AuPost I will select a parcel collect post office or my parcel locker which is closer than the P/O they deliver to if I use my home address at checkout. Just like my experience with TGG, I recently ordered the exact same item from Amazon. One shipped by courier to my place, the other by AuPost which I had to collect. It would be handy to know this before placing the order.

    Overall, I would definitely use TGG again. I have not had any orders of white goods or large appliances though (however being on a rural property access shouldn't be an issue). The items I have received from them not only were by far the fastest to arrive but were well packaged and competitively priced.

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