Hello Everyone,
Can anyone please advise what is the best way to escalate a complaint/concern about one of the good guys stores. Is there any email for the higher management where I can send my concerns ? I have tried contacting the store manager but he is not helping much and is not ready to resolve the issue. The issue is related to a refund.
Appreciate your help !
thanks for the suggestion..i have kept records of all the emails but as suggested now i will send the complaint in writing through post..
Hi there,
Most big retailers have a feedback form that goes straight to the management and you have the options to include a copy to the store manager in question.
http://www.thegoodguys.com.au/osborne_park/ContactUsDisplayV… —> please change the store first.
Kind regards
thanks for the info..i have already tried that form and the thing it does is just sends email to the store and it all depends upon the store manager whether he wants to reply it or not..
GG are franchises afaik so the store owner is the head of the show.
If no luck there then go part b of what andy said above.
With most large stores complaints to head office have a special rubbish bin !
Do your homework first and be sure that what you are gunning for you are entitled to.
Some things people think to be their right is quite often very much not so.
LOL… you should try selling smartphones and computers to total monkeys and you will know what i mean :-(
thanks..yes..i also feel that since they are franchises so they control the things in the way they want..in that scenario the only option left is the state consumer office or ACCC..
the issue i am after is their 30days price guarantee in which they publish that they match the competitors advertised prices..i did show them one of the competitors advertised online price and they are telling now that they match only hardcopies of advertisement and not online prices!!
I have verified with another TGG store also and they agree with my point that online prices can be taken into account..but this particular store manager is very arrogant and does not want to hear anything !!
Hmm…. I reckon you'll struggle with that one…. I don't know if t&c's differ between stores, but my local specifies 'local, bricks and mortar stores'
Online advertisements are not mentioned at all.
I suspect they are not legally bound to honour their guarantee. Particularly if they feel you don't meet their t&c's. You and they originally agreed on a price and you were happy to pay it. They might do something in the interests of good customer relations… or they might not….
Good luck :)
the competitor i am talking about is JB Hi Fi..and they had this sale last week when they have the 26 jan sale..but the things is I have contacted their admin staff in customer service and they have confirmed that they match the website prices..the only thing is that the store is not agreeing on this..
the price was in store price and also online price !! I did show them the website advertisement and also made them talk to Local store ( 5 kms away) which confirmed the price and availability .. still they are saying that the price should be advertised in hardcopy i.e. paper advertisement !!
sounds like you might be in with a shout….. but i would imagine there will be an 'at managers discretion' clause somewhere, unfortunately….
Which Good Guys is it?….. May as well name them
Sounds completely dodgy but in that situation (and if possible depending on the item) I would rebuy the exact same item at the competitor, and then return said item to the Good Guys for a full refund there. Not always possible but worth a thought.
I'd make sure you return the item first….. Unless they have a loose refund policy, you might end up with two…
the issue i am after is their 30days price guarantee in which they publish that they match the competitors advertised prices..i did show them one of the competitors advertised online price and they are telling now that they match only hardcopies of advertisement and not online prices!!
Print it out - it becomes a hard copy.
yep that's what I did and they said the price should be on the JB Hi Fi printed catalogue !!! That's bit annoying !!
You can't expect JB HI Fi to print all the prices in one catalogue..if they did so then the 10-15 page catalogue will become 200+ pages encyclopedia !!
I think the TGG stores are just making excuses and nothing else !!
has anyone taken benfit of TGG's 30 days price guarantee policy ? how was the expereince..
Just thought I would share my recent experience with TGG and Appliances Online.
Just last week I was 'lectured' by one of the TGG staff when I enquired if they could match appliances online price + a few $tens for a dryer since I was getting other appliances from them. I didn't even expect them to match and was prepared to pay a bit more than appliances online. They refused and gave me a really sour face. She even claimed that what I get online are grey imports (a dryer, serious?!) and if it needs repair, I would have to send them all the way back to where they were from (maybe HK, China etc).
So on my way home, I called AO to order the dryer, it was delivered the next morning (COD). The delivery men unpacked and installed the dryer for me.
On the other hand, it took well over 10 days for TGG to deliver my appliances since one of them was OOS. I have to call up and ask when I would get the delivery every few days since the salesperson has failed to update me with the order status as promised. The delivery men left the fridge in the middle of the kitchen and told me it is easy to unbox and move the fridge to the designated fridge spot ourselves. It took my partner and I a h*ll load of time to unbox and lift up the (very large) fridge.
I know who I will get my appliances from next time.
your expereince seems to prove that similar to the big banks these big retailers are not worried about the standard of customer service they are providing..horrible !!
Hi guys, do anyone of you know if the 30 days price guarantee applies to their own price? I purchased a fridge from them last week at $1100, and today I discovered from their own website that the price has now dropped to $1000. Can I get back 120% for the price difference?
I believe you can get back 100% of the difference, not 120%.
kirt, thanks for the reply. I went to Good Guys today and managed to get 100% of the price difference.
Push for the 120% and see what happens.
Was the fridge advertised at 1100 when you bought it? Just curious as they usually sell it for less once you confirm a buy.
I didn't push it. Just happy to get 100% of the difference.
The price I paid was lower than their in-store and webprice at that time (or any other online prices). But a week later the GG web price was changed and it was even lower.
I am just happy to get a refund for the price difference.
TI'd complaint on there facebook page an then by an email, i've got quick respond though…
Whom?
I think it's better if you really go to their store your self, that way you can tell them exactly what's on your mind. Anyways, to find their stores, just click on the site finder at their site www.thegoodguys.com.au and look for the name of the manager of the store nearest you.
Hope this helps regarding your trouble.
Best
write to the manager of the store via registered post…. not e-mail… give a reasonable time frame for response….. if none, go to the agency that deals in consumer affairs in your state….. keep copies of all correspondence