Placed an order for blender and spice grinder back in November for delivery. There has been no further update.
Tried chat but wasn't connected to human after 1.5 hrs wait and tried phone number with same fate after 1 hr of wait.
They don't respond to emails either.
Absolutely trash service and no way to contact them.
Is there any other way to get status of online order?
Op says he can’t even connect to any staff member let alone ask for refund
I miss the work ethic
I think 'won't' would be a better choice of word.
damn
Tried chat but wasn't connected to human after 1.5 hrs wait and tried phone number with same fate after 1 hr of wait.
What time did you try this? 4pm on a Sunday? Or 10am on a Tuesday?
Have you tried going into a store?
Tried last Friday around 12pm.
And you have tried multiple times?
Why would I try again after wasting 2.5 hours?
There is no excuse for the business to not getting connected to a human after such a long wait.
To make things worse, you need to press something on chat after 10 to 15mins otherwise it will get disconnected.
@geekcohen: Have you ever tried contacting them via chat? You need to confirm that you are still connected by sending anything on the chat otherwise it will disconnect you. If someone is working, it's easy to get occupied and miss to send message.
@geekcohen: How do you come on here less than a week ago having a sook you can't change a kinder day, then have a go at OP who hasn't received their item (likely worth substantially more than your out of pocket)?
@timthetoolman: I feel that the circumstances are different between the two scenarios, but let's not start that debate.
@Ash-Say: There is no excuse for the business to not getting connected to a human after such a long wait.
It's a common business model.Soon you'll be stuck with AI of some description.
… and then?
Just do a charge back, that will make them listen
It's the business model: Delay, Deny, Defend
I've found Good Guys stock tracking is awful, they probably didn't have stock.
If it hasn't shipped yet, I'd just cancel the order online and buy elsewhere. I don't bother with deliveries from them anymore, always go with click an collect.
I went to TGG once to buy a phone. Couldn't complain about the service as there was none. Never been back.
IF they see you tyre kicking, they hide…. if they see your serious, they are onto you like stink on shit.
I was serious. I had to approach the counter to get someone to sell me a phone. Then I was told to wait until someone was available. The store wasn't even busy.
Sounds more like Retravision (all stores)
Sounds like the Telstra store….
9.30am "Oh come back at 3.30"… look around store - its empty of customers, 5 staff chatting away…
The sales staff are all waiting at the door over at Harvey's, waiting to grab onto any leg that enters the store
That's the sales commission difference. Somewhat annoying, but I've never had trouble finding someone when I wanted to make a purchase.
Agreed, TGG is SHOCKING for stock tracking. The website is "corporate" whereas the brick and mortar stores are separate franchised businesses usually with "better service". I ordered a fridge that was "In stock" but actually took 4+ months to deliver. The ETA delivery date will automatically show it's 4 weeks away and change daily.
During the 4 month wait there was one week where I contacted customer service chat who magically scheduled me in for delivery 2 working days later. It never turned up. Contacted them again and said there was no ETA on stock. WTF. Just keep waiting. It will hopefully eventually maybe turn up. Good luck.
Not true anymore. They were bought by JB Hifi in 2016. So they are all corporate run.
I didn't know it. When I rang a local store to ask about my order they told me they couldn't help as it's an online "corporate" order. They couldn't even view the order details apparently. I also tried to bring a faulty item back to a local store and told me they couldn't help - had to bring it to the store I had initially purchased it from as they are different businesses :/
That's definitely used to be how it worked. I worked at a GG store for quite a while in the 2000s. But these days it shouldn't.
@seanfoite: This was happening about 12 months ago and also 6 months ago when I tried to return a faulty product.
Had to drive an extra 15mins away to the store I initially made the purchase (as they were the closest one to me that had stock at the time) :/
No. Had worse experience with Retravision multiple times.
Can't believe you'd resort to a forum this far out from a November order, rather than find another way directly.They don't have a head office or landline,support line?
https://www.thegoodguys.com.au/help-centre/contact-us
https://the-good-guys.pissedconsumer.com/customer-service.ht…
Went to TGG needing to purchase a fridge. Walked out with no fridge;
Never been back.
Over the years I've walked into multiple stores needing a fridge and always walked out without one.
I'm not as fit as I once was, but I can't recall EVER walking,running,hopping or crawling out of a single store with a fridge.
I went to Harvey Norman instead. No problem finding someone, better products and plenty of stock.
I am not a GG fan boy but I have to say customer care depends on the individual store. The store at Carseldine Brisbane I have bought a fair bit from over the years and well I keep on going back because of the good service…just bought a TCL 855 and samsung sound bar BF deal. However GG Hervey Bay is a shocker and I would not deal with them again. GG's are all/most are franchised and culture is driven by individual owners ( I hope no one else have already mentioned this as I have not read all the posts).
I thought when JB hi-fi bought them they made most/all of them company owned stores again.
The reason for the IPO is to raise capital to roll out more stores throughout the country and a strong focus is in New South Wales. We own 44 of our stores and the balanced are franchised and we expect to complete the buyout of the remaining stores by July .
The above was posted December 2016.
Never had an issue with service/ warranty/anything, at the good Guys. Well, except for issues with their web page….
I've just had the exact same issue with them. I ordered something about the 23rd Nov, it never shipped, kept slipping the delivery date whilst some stores show stock.
I had the same issue you did with the online chat. I then waited on hold on the phone over an hour on Monday and finally spoke to someone.
He explained that non bulky items get sent from you local store (although he couldn't define how that's defined). Then your order stays with that store, even if other stores in the state have stock. Plus new stock to stores isn't based on back orders!
He was able to reallocate the order to a store which has stock (the next store closest to the store which was out of stock) and now it's getting shipped.
Its an absolute joke of a system which doesn't work well, especially at this time of the year. Which is probably why their phones are overloaded.
@Ash-Say , I recommend you try again at a time where you can sit on hold for over an hour so you can get you order.
It seems these issues have been happening for years:
https://www.reddit.com/r/australia/comments/18bqyv8/what_is_…
https://www.reddit.com/r/sydney/comments/yuphar/psa_do_not_u…
I will never order anything to be delivered via Good Guys again. If others do want to still risk it, I recommend you make sure all stores in your state have stock.
You can apparently get them to call you in the next few days via the track my order page.
If you look at the email, click on "track my order" then on the order page click "track your order" (sic), then (on my order) it says
"Status Description: Your product is on order however is taking longer than we anticipated. We expect it will arrive soon however if youd prefer to speak to us about an alternative please click Update my Order below."
Click "update my order" then it says "Please confirm you would like us to call you in the next few days about your order".
Click "Back" or "Confirm".
I have a Fitbit Sense 2 (Christmas gift) on order from 2 Dec. At the time of ordering, it said delivery expected by 16 Dec. They are still selling it today, for delivery "by 2nd Jan".
I see that the local JB Hifi has stock (at $160 more than I paid), the local Rebel has stock (at $60 more), and the local Myer has stock (at $90 more).
I thought TGG was part of JB now, so why don't they share stock and warehouses?
I also paid via TGG gift voucher purchased for this transaction. I don't want a refund of a gift voucher but that's what I expect they would provide.
Surprised to see this:
Ready for Despatch 1 Item
Status Description: We have now picked your product and it will be despatched in the next business day via Tolls/Aust Post.
Ask them to refund your money , things might move faster