My Latest review:
#The Good Guys Castle Hill:

Appalling Customer Service. Never answer their phone. Usual lame excuses. Don't care unless you make a fuss

Its my hope this review makes you think twice about how and why you go to The Good Guys. They see their job as selling - not looking after their customers. Everything is great until something goes wrong. Good luck if it does.
My elderly mother who lives alone and can not leave the house, had her 7 week old fridge break down. It was an EMERGENCY. This isn't a microwave or toaster. I had to chuck out all her food. Its been 5 days of hell.

The Good Guys NEVER answered their phones ONCE. Rang customer care line and was told they would send them an email. I said if they aren't answering their phones whats the point of an email? I asked to speak to someone a step up. She rang me back and said she's tried calling but she also had no answer. This is apparently a big boss and they just ignore her? She assured me she'd call me back, it was a priority blah blah blah - PR done - never did. What a useless job and waste of time.

If it wasn't for me spending many hours on the phone to the fridge company, liaising on my mothers behalf, who (while they sold a dodgy product) were responsible enough to actually do their job and sent someone 1) to check the fridge and write it off 2) Email The Good Guys (after also trying to constantly contact them) with all the necessary paper work, we STILL would not have a fridge.

A few different people from The Good Guys then started contacting me and asked questions and gave the usual spiel - "Come in and we can see what we can do"

Taking my exhausted 87 year old mum BACK to the shop to find something else in stock that could be delivered straight away was very stressful. If I wasn't a squeaky wheel, we'd be just fobbed off. Probably be expected to fit in around their delivery schedule etc.

When I complained about what had happened, no phones answered etc they said they were understaffed . Bullshit
When I was in the shop, it was quiet and workers were everywhere walking around with phones in their hand, having a chat or tidying up while landlines were ringing off the hook and not being answered, but there were plenty of people on the floor standing around doing nothing but be ready to sell sell sell.

I'd hate to think of any other elderly people out there who get this sort of treatment and no help. I guess The Good Guys have so much money and gall, its easier to not answer phones and hope people give up.

For this reason I will never buy a product from The Good Guys again. I will go to a smaller family owned business like Bing Lee who can't run the risk of a terrible reputation and this joke of "customer care"