Do not shop at this branch. I ordered a fridge and washing machine in April and asked for it to be delivered on 6 June. I was told that won’t be an issue. On delivery day I received the other part of my order. I was not given any update to tell me that the fridge was delayed. If you ring the store no one answers the phone. When they do answer the phone they are quite abrupt and rude and inconsiderate of the fact that I am living without a fridge and incurring unnecessary costs. I drove to the store yesterday to get my refund in cash (as I paid in cash) and was told they don’t have cash. I was ok with that but I asked how long the card refund takes and they couldn’t provide certainty. They also refused to refund my delivery fee in light of all the above troubles and there was no consideration for being a loyal customer to the Good Guys. Again, for your own sake do not go here, Harvey Norman and JB Hi Fi are in the same centre with much better customer experience. I’m not against the franchise for the record, I know Tempe Good Guys is great, it’s just the Castle Hill store.

I was served by an Indian sales guy..He was so good and he deserves 5 stars .But there was a young Indian looking girl with Ausi accent in the counter who doesn't deserve any star at all. She was so rude and no clue what she was supposed to do at the counter, how to talk or treat to the customers. If you do not know how to treat to your customers ,go and talk to your sales guys, they will tell you how hard to sell and how you must treat customers for retaining them. People like you can destroy those hard working sales guys work. My one star is for you..

The man who served me was beyond rude to me infront of a bunch of other customers. He even went as far as to try and argue with me about something that was so wrong. Never have felt so embarrassed whilst spending a fair bit of money. I also can never get through to them on the phone. they never answer and it is beyond frustrating. was not told delivery times at all for my products and then couldn’t get through on a phone to ask them. will never be shopping here ever again.

They are great when you are spending money, they don’t want to know you though if you have a warranty issue. I’ve spent 10’s of thousands at this store, never once had a warranty issue until now. I bought a relatively expensive television, 2 years on its completely stopped working. After trying the store on the phone and getting redirected to the warranty team (3 times, each on hold for 10 minutes and then the line hung up on me), I was forced to make a complaint through their website. After some further delay, I was told because the tv was out of warranty and they could do nothing. This is illegal advice and against the Consumer Guarantee protections. For those that aren’t aware, product warranties do not replace they obligations a retailer has in line with the Consumer Guarantee. I have raised a complaint with fair trading, pathetic from The Good Guys, at worst, complete disregard for their legal obligations, at best, gross negligence and zero care for the customer

Have been to this store a few times and my experience everytime has been far from good. I have found the sales and support team at this store to be extremely rude when compared to such good experience dealing with other stores like Marsden park & Prospect. Store reps at this store often do not care about customer experience and rather come across with a stern take it or leave it attitude. I had a click and collect order not too long ago for which I had to wait almost an hr before a store rep could bring the item to me. At any other store this wouldn't take more than 10mins. Also, when negotiating pricing, my experience is other good guys store reps are found to be very polite even if they cannot do a special price for you, however at this store the staff comes across very very rude as if asking for a deal was a crime. If you are looking to buy an item of the good guys, I recommend avoiding this store completely and considering other stores in your area if you are looking for polite customer service and a pleasant buying experience.

Stay away from the good guys. They are always just looking to make a quick sale, do not disclose complete details. Recently purchased a gas cooktop and they charged me a fee for installation. When the installer arrived, he said it will cost an additional $130 as the installation requires more work to connect it to gas cylinders, and said this should have been disclosed earlier. Their concierge service is a total waste, do not purchase it. The “credit” comes in 3 instalments of $20, with validity of only a few days. Store person said no extension will be granted and you basically lose it if you don’t use it. Absolute crooks. Better go elsewhere as most places do a price match on goods anyway.

After decking out my entire home from the Good Guys, Fridge, TV's, Washer, Sound Bar, Coffee Machine, etc. etc. etc. Their after sales experience has been absolutely horrendous. I understand business and that people are busy, but I called about my broken TV (Straight from the box), which is cool, it happens, on the 20 June. They ask for an email with photos, that's cool - all sent on the 20 June. Promised a call within 48 hours, No call within 96 hours... Sent a follow up email and called (24 June), "someone will call you now"... no call. 16 days later, and 4 calls to the shop from myself and still no call back with how to fix or steps to have it fixed/exchanged etc. Again, no issue that a products damaged, it happens, but for people who were quick and pushy to sell me over $12,000 worth of products, you think they'd half care to return a call or reply to an email - Never again back to The Good Guys...

Terrible customer service. I ordered a new washing machine and only went with them because they had the machine in stock and could deliver quickly. The delivery man failed to deliver the machine, and then lied and said I wasn't home for delivery. After waiting for 15minutes on hold the next day, they guaranteed I would get the machine between 12-4 the next day. Still waiting for the machine! Never had this problem with Bing Lee, will not be shopping with the good guys castle hill again.

Good service as usual, and while we prefer to shop in-store, the refrigerator we had selected was ~$130 cheaper, inclusive of delivery, from an online retailer. The salesperson then offered a better price, that we accepted, but when it came to paying at the counter, the amount was different, a matter that we put down to the price of discounted off-the-shelf item that we also purchased. Upon checking the invoice when we arrived home, we found the price difference was due to a previously undisclosed delivery fee, which made the cost of the refrigerator $34 more expensive than from the online retailer. Ok it's not a huge amount, but it seemed to us that the salesperson's actions and demeanour were designed to complicate an otherwise straight forward transaction, so as to avoid questions about add-on fees like delivery. For example, throughout the process he was continually pushing the benefits of us contacting AGL Energy for a no obligation discussion (yeah right!) in return for a $400 Good Guys voucher, for which he and/or the store no doubt receive a commission. We appreciate that times have changed post covid, but that's changed the Good Guys we're accustomed to.

Not helpful when it comes to my warranty issue regarding my washing machine. After several conversations with the manager, no one is calling me about my new washing machine. Sent several emails to The Good Guys and now they are ignoring me. I have had to resort to going directly to Bosch and to date still no communication by Bosch or the Good Guys. They are not good at all. Will have to resort to fair trading and I have advised The Good Guys but still they don't care about the customer. Do not shop here .

I would give them zero stars if I could, was told my iPhone would be 3-4 weeks from ordering. It’s now been 7 weeks and they don’t even have the decency to return my emails enquiring about my order. I’m bound to this order as I have paid my deposit with a good guys gift card otherwise I’d cancel and never ever return to this terrible store.

Ryan M’s incompetence was on full display during our recent visit to the store. We asked for his assistance and he took an absurd amount of time looking for our product, only to come back with the wrong one. Ryan M was unable to answer basic questions about the store's cash program and didn't even bother checking if our item was eligible. To make matters worse, Ryan M then proceeded to add our items to a generic account so that we wouldn't receive the promotion, even after we had signed up for it! And charged us more than the advertised price! The store showed absolutely no remorse for Ryan's mistakes, and when we requested that the receipt be updated to reflect the correct details, we were told that we'd need to come into the store in person and sign physical documents to complete the exchange. This level of incompetence is unacceptable, and we certainly won't be risking another poor experience at this store in the future.

We purchased a washing machine which was faulty, the service staff were so friendly and ordered a replacement for us. We went and paid $300 extra on top to purchase a better model machine. The new machine arrived and we noticed it was brought in a small van, it wasn’t in any packaging, the piping at back had built up dust/gunk, there were scratches on the console. Good guys gave us a FLOOR DISPLAY MODEL or REFURBISHED machine without our consent. Then they refused to accept they sneakily gave us a machine which was not brand new. Once we contacted the manufacturer they confirmed that it was not a brand new machine. Finally they had no choice to replace it again with a new machine. The staff at good guys were RUDE and UNPROFESSIONAL! They refused to admit they cunningly tried to give us a refurbished product. As a paying customer we deserve the common courtesy of honesty. I would not recommend this store.

I’ve had my LG Vacuum cleaner breakdown within my extended warranty and had purchased the extended warranty for some peace of mind. Little did I know that it would take the “Good guys” 3 attempts to “fix” my vacuum cleaner after I told them that it has nothing to do with a battery failure after the first attempt. Clearly, the technicians they have working for them have defaulted to a battery issue as it’s an easy scapegoat. This is our 3rd attempt at getting our vacuum cleaner fixed and it’s been sitting there for over 4 weeks now without a replacement vacuum cleaner and with no explanation or a courtesy call or SMS letting me know what is happening. I’ve tried calling the store directly over 10 times and no one has picked up! Each time I have had the absolute pleasure of going in to the store to get my vacuum cleaner the girls at the front desk have been incredibly rude for no apparent reason and treat everyone like peasants. Absolutely terrible customer service, will never buy here again!

The store is located within the mall having ample parking space. I came at this branch to buy a blender. There was a salesman named John who helped by going out of the way to find us the best option. Even arranged trial for the products to help choose the right one. At the end he went further on our request to get the best available discount on the selected product. Five star customer service by the gentleman. Will buy there again.

Purchased MacBook air online through the website on 28th July . Website showed dispatches in 3-7 business days from warehouse however It's been more than a month this isn't delivered. Still waiting with no ETA when the stock would arrive. Website needs to be fixed to show that it is back order instead of giving incorrect information. I would have better decision and bought somewhere else if that is the case.

I was truly impressed by the excellent customer service. Huge Gratitude to Bikash - he is an asset to the business. A thorough professional - he catered to every specific appliance I required. Extremely happy with his customer service. I’d give him a 7 star rating.

Paid for dishwasher and installation. The dishwasher arrived but no install had been booked which was their mistake. I immediately said I wanted a refund for the installation as they said the first available slot was 2 weeks away, yet I have still not received a refund.

Last week I Bought a Roborock S7 Max V Ultra and a few spares from this store. I was expertly advised by the very friendly and knowledgeable Sonya. The vacuum robot with the "service " docking station is Brilliant!👍Just dumped all the Mops and Brooms in the garage. Won't be using them any more. Couldn't be happier.👍👍

Never buy anything from the Good guys. I had worst experience with the after sale support even after spending money on concierge Gold Service. Per the Gold service l, they give guarantee that they will replace the product but even after 3 months, they are not ready to replace. Worst customer experience ever.

So I was buy 2 USB-C Power Adapter online and select Click and Collect online. So I received product is ready and everything went well, until I arrived the Click and Collect parking place, I called, and waited for 20 mins, no one came. During these 20 mins, there are other 2 customer parked here and got their item (which are all bigger and more than mine). So I called again and ask them again, then about 5 mins someone came and use a bit of his attitude "Drivers License", "Sign here". I dont understand why it will take over 20 mins with second reminders to get my item out? and other 2 customer are both arrived a lot later than me and got their 1st? I know it is COVID time but this is not good, at lease the guy should say something like sorry about the wait.

Stay as far as you can from this store. Waited 30 minutes on the phone for a staff member but no one to answer, went to the store to find staff just chit chatting around.. I ordered a fridge and delivery guys were reluctant to bring the fridge inside while the fridge still had the box on saying this front door is too small..they didnt want to wait for 2 minutes for me to take the door off either and they called their store back lying saying customer refused delivery. Very unethical. I go spend my money elsewhere

Absolutely awful customer service. Finally found a staff member who was serving another customer. Waited until they were finished only to have the staff member look at me and say "wait a minute" and walk away. Waited about 10 minutes and she never came back. Went to another shop within the complex and came back to be greeted by the same staff member with "are you still here" and again walk away. She finally came to us and when I tried to ask her a question about a microwave said "the ones you're looking at aren't in stock" when I tried to say "I'm not interested in that one I'm lafter one in the next aisle" she ignored me and said "I'll leave you to make a decision." She was rude condescending and not interested in helping me. So I went back to Harvey Norman got served by Ash for the second time and purchased the items from them. Harvey Norman was as busy as good guys but better service by a long shot. And got a better price than the ticketed special at good guys. And a lot better service. Even if it was dearer I would still have purchased it through Harvey Norman just because of the horrendous service provided by good guys castle hill. And this isn't my first bad service by good guys. But it will be my last.

Tatjana was extremely helpful in giving us great advice for a dishwasher, dryer, washing machine, oven and other appliances. She was able to explain why certain products were better than others, and helped my husband and I make informed decisions. She was very knowledgeable and saved us countless hours of research. We are very lucky to have had her help! Amazing customer service, thank you so much Tatjana

Huge difference in customer service when I called Good Guys Artarmon and Good Guys Castle Hill. I was asking about a particular contracted staff who worked in both the shops on alternating days as I am concerned about his welfare and the castle hill staff had no idea about him and was extremely rude and dismissive- particularly Ryan who dismissed me with the excuse that he is the operations manager and there is no such named staff in the 5 years he has worked for. I used to be a staff in this very store as a Brand Representative in 2020 and met the person I asked about during my time at work- still under the management of Ryan. That is a huge shame that MANAGEMENT have no idea of the people that work in the store.

Bad shopping experience for Iphone 14pro max. Ordered Sept and promised that they will call me when the phone arrived and also told me that I'm the first person on the order queue list, but they didn't. I decided to go in person today and checked with staff, they advised suddenly said that the phone arrived Prior to this I was calling constantly for updates As it was 11am, they had more than enough time to tell me the phone had arrived today. One sales(i knew his name but I don't want to say here) told me they have sent out 3 phone already, but exclude me!!! I was told as i purchased at beginning of sale that i would be first on the list. Very bad experience and luckily I decided to go in or I would still be waiting.

I went to buy charger cable but found they are all locked. Talked to a staff member who promise us to unlock. Waited for 10 minutes and reminded her again. Waited for another 20 minutes and reminder her again. Waited for another 10 minutes and became frustrated. Talked to her, she came and opened it very easily! Why did you keep us waiting that long? Was it because I bought $25 item??? Don’t get me wrong, I bought >$1000 from your shop this year alone! Very unhappy and will not come back! Will not come back for humiliation and time wasting I had today! To all, DO NOT come this store.

I had worst experience when checking for TV week before Black Friday. Sales person denied to assist. They don't even have free air TV connection to test in 4K tv. Sales person wants you to buy the TV only based on the demo 4K video they have. He says it's illegal to show other content on 4K TV on sales floor. Other good guys showroom have helped with that without hesitation. Complained to manager as well. Nothing happened. Avoid the castle hill shop for better experience.

Very poorly organised for pickup. No where on the website it say that goods has to picked from Wearhouse. Dumb guys make customer experience more pleasant. Highlight on the page likes flashing text to say pickup is from the wear house.

Staff were very unfriendly and were not able to assist with our enquiry. I wouldn’t recommend shopping there. I would recommend JBHIFI instead.

We bought a smart TV from this store and when we started unboxing it, saw that the remote control and power cable was missing. We followed this up with the store the next day and they were prompt to return our calls and provide us with the missing parts. We appreciate the quick response and friendly help.

I had one of the 3 items delivered, so I called the following day. The store manager assisted me, checked in on me personally ensured things were sorted out and I received a further delivery the following day. Things go wrong, but he went above and beyond to fix it. Great service.

My go to place for electronics. Very helpful staff. I have been a customer for 13 years

Purchased a Samsung fridge and Bosch dishwasher a few weeks ago and extremely happy with both! Deepak was extremely helpful and knowledgeable. Highly recommend speaking to him :)