The Good Guys excels at what matters most for appliance shopping: hands-on experience before you buy, knowledgeable staff who understand products, and a store network that makes returns straightforward. While delivery fees can add up and installation isn't included, the combination of competitive pricing and in-person service makes The Good Guys a solid choice for major appliances and home electronics.
- 100+ stores across Australia for hands-on shopping
- Appliance-specialist staff with product expertise
- Free Click & Collect avoids delivery fees
- 30-day change of mind returns
- 30-Day Price Guarantee with Gold Service Extras
- Delivery fees can be expensive for large appliances
- Installation not included (sold separately)
- Online customer service slower than in-store
The Good Guys has been a household name in Australian retail since 1952, specialising in home appliances and consumer electronics across 100+ stores nationwide.
Known for competitive pricing, hands-on customer service, and the iconic "Good Vibrations" jingle, The Good Guys combines the convenience of online shopping with the reassurance of a physical store network where you can see, touch, and compare products before you buy.
About The Good Guys
The Good Guys started as Ian Muir's Radio and Electrical Centre in Melbourne's Essendon suburb in 1952. What began as a single store focused on radios and electrical goods grew steadily through the decades, trading under various names including "Mighty Muir's" before rebranding as The Good Guys in 1998.
That rebrand marked a turning point. The company launched its famous "Pay Less Pay Cash" campaign (set to The Beach Boys' "Good Vibrations"), which became one of the most recognisable ads in Australian television history. The jingle worked, and The Good Guys expanded nationally and became synonymous with competitive appliance pricing and cheerful customer service.
In November 2016, JB Hi-Fi acquired The Good Guys for $870 million, recognising the strategic fit between JB Hi-Fi's consumer electronics strength and The Good Guys' leadership in white goods and home appliances.
Today, The Good Guys operates as a distinct division within JB Hi-Fi Limited, maintaining its brand identity, store network, and customer-focused philosophy while benefiting from shared resources and buying power.
Key Facts:
- Founded: 1952 (as Ian Muir's Radio and Electrical Centre)
- Rebranded: 1998 (became The Good Guys)
- Ownership: Acquired by JB Hi-Fi Limited in 2016
- Stores: 100+ locations across Australia
- Headquarters: Melbourne, Victoria
- Specialty: Home appliances (fridges, washing machines, dryers, dishwashers), TVs, audio, small appliances, cooking appliances
Why shop at TheGoodGuys.com.au?
Specialist product range
The Good Guys' online store focuses on what they do best: home appliances and consumer electronics. Unlike generalist marketplaces, you're shopping with a retailer that specialises in fridges, washing machines, TVs, and audio equipment. The website is organised around appliance categories with filters designed for comparing specs that actually matter, like capacity, energy ratings and dimensions.
Flexible delivery options
Thegoodguys.com.au offers multiple delivery tiers depending on your needs and budget. Standard delivery works for smaller items, while Premium Delivery handles large appliances with room placement and unpacking. The ability to choose between home delivery and Click & Collect gives you control over costs and timing.
Click & Collect advantage
Order online and collect from any of 100+ stores across Australia, often same-day for in-stock items. This hybrid model lets you shop online at your convenience, save on delivery fees, and still have the option to ask questions or inspect the product when you pick up. It's the best of both worlds for appliance shopping.
Competitive pricing on major brands
The Good Guys maintains competitive pricing across major appliance and electronics brands. While not always the absolute cheapest, their online prices sit close to market rates, and the Gold Service Extras program includes a 30-Day Price Guarantee which means they'll refund 120% of the price difference if you find it cheaper elsewhere within 30 days.
Physical store network as backup
Even when shopping online, knowing you can walk into a store for returns, warranty claims, or product questions provides reassurance that pure online retailers can't match. This is particularly valuable for major appliances where issues might require face-to-face problem-solving.
What you can buy at The Good Guys
The Good Guys specialises in categories where physical inspection or installation matters:
Major appliances (white goods)
Refrigerators, freezers, washing machines, dryers, dishwashers, cooking appliances (ovens, cooktops, rangehoods), air conditioners, heaters.
Home entertainment
TVs (all sizes, brands, technologies), soundbars, home theatre systems, projectors, Blu-ray players, streaming devices.
Audio
Wireless speakers, headphones, turntables, hi-fi systems, portable speakers, smart speakers.
Small appliances
Coffee machines, blenders, mixers, vacuum cleaners, steam mops, toasters, kettles, air fryers, microwaves.
Computing & mobile
Laptops, tablets, printers, monitors, mice, keyboards, phone accessories, smart watches.
Smart home
Security cameras, video doorbells, smart lighting, thermostats, connected home products.
Shipping & delivery options
Click & Collect (free)
Order online and collect from any store. Available same-day for many items if ordered before cut-off time (though that varies by location). This is the best option if you want to avoid delivery fees and can transport the item yourself.
Next day delivery
Available in select metro areas for in-stock items ordered before the cut-off time. Fees vary by product size and location. Check for eligibility during checkout.
Door to door delivery
Standard delivery option for most products. Delivery teams bring items to your door but don't unpack or install. Suitable for smaller appliances and electronics. Fees based on item size, weight, and delivery location.
Premium delivery (big & bulky items)
For large appliances like fridges, washing machines, and TVs. Delivery includes:
- Delivery to your chosen room
- Unpacking and basic setup
- Removal of packaging materials
- Optional removal of old appliance (fee applies)
Note: Premium delivery does NOT include installation (plumbing, electrical work, wall mounting). You'll need to arrange tradespeople separately or use The Good Guys Home Services.
Delivery timeframes
- Click & Collect: Often same-day or next-day
- Standard Delivery: 2-7 business days depending on location and stock
- Premium Delivery: Scheduled appointment, typically 3-10 business days
Delivery fees
Vary significantly based on item size, delivery type, and your location. Large appliances can range from $50-$200+ for premium delivery. Always check the total cost including delivery before completing your order.
Returns & refunds
The Good Guys' return policy varies depending on whether you're returning for change of mind or a faulty product:
Change of mind returns (30 days)
You have 30 days from purchase or delivery to return items for change of mind. Key conditions:
- Item must be unused and in "resaleable condition", including original packaging
- Proof of purchase required
- You pay for return shipping or pickup if purchased online
- Original delivery fee is NOT refunded
- Opened items: The Good Guys may accept returns at their discretion but will charge a 20% restocking fee
How to return
- In-store purchases: Return to any Good Guys store
- Online purchases: Technically can return to store, though The Good Guys may direct you to arrange courier pickup, and you have to pay the fee
Items that can't be returned for change of mind
- PC software and digital downloads
- Gift cards
- Hygiene-related items once opened (shavers, earbuds)
- Commercial/business purchases
Faulty product returns
Protected by Australian Consumer Law (ACL), which guarantees products will:
- Be of acceptable quality
- Match their description
- Last a reasonable time based on the product type
For faulty items:
- No strict time limit (depends on product's expected lifespan)
- The Good Guys covers return shipping
- You're entitled to repair, replacement, or refund depending on whether it's a "major failure"
- Report faults as soon as discovered for faster resolution
The Good Guys Minimum Voluntary Warranty Policy sets out their standard response times for different product categories, though your ACL rights may extend beyond these periods.
Refund processing
- In-store: Cash refunds are instant; card refunds take 1-3 business days
- Online: Card refunds typically process within 7-14 business days after The Good Guys receives and inspects the return
Customer service & support
In-store support
Visit any of 100+ stores for face-to-face assistance. Sales staff can help with product selection, troubleshooting, and warranty claims. Store teams are appliance specialists, not generalists.
Contact methods
- Phone: 1300 104 372 (Mon-Fri 8am-6pm, Sat 9am-6pm, Sun 10am-6pm AEST)
- Live Chat: Available on thegoodguys.com.au during business hours
- Email: Contact form on website
- Social Media: @TheGoodGuys on Facebook, Instagram
Support quality
Customer experiences vary. In-store service is generally strong for product advice and immediate issues. Online/phone support can be slower, particularly for delivery problems or complex warranty claims. The physical store network is The Good Guys' biggest customer service advantage, given you can walk in and talk to someone rather than wait on hold.
Doing Good Community Program
The Good Guys partners with charities including Berry Street (family violence support), Orange Sky (laundry services for homeless), Clean Up Australia, and Black Dog Institute (mental health). Customers can vote for local charities at checkout, with stores donating a percentage of transactions to community organisations.
Gold Service Extras (extended warranty)
Gold Service Extras is The Good Guys' extended warranty program, offering coverage beyond manufacturer warranties. Benefits include:
Coverage
- Repairs or replacements for mechanical/electrical failures
- No out-of-pocket costs for approved claims
- Coverage up to original purchase price
Perks
- 3 x $20 store credits annually (90 Day StoreCash)
- 30-Day Price Guarantee (claim 120% of price difference if you find it cheaper)
- Priority support line
Costs
Vary by product type and price. Can range from $50-$500+ depending on what you're protecting.
Is it worth it?
Depends on the product and your risk tolerance. Australian Consumer Law already provides strong protections for faulty goods. Gold Service Extras adds certainty about coverage length but isn't necessary if you're comfortable claiming under ACL. Read the terms carefully, though – exclusions apply for damage, misuse, and cosmetic issues.
The Good Guys vs other retailers
The Good Guys vs JB Hi-Fi
Sister companies since 2016. The Good Guys specialises in home appliances; JB Hi-Fi focuses on consumer electronics, gaming, and entertainment. Some product overlap (TVs, audio, small appliances) but different store layouts and staff expertise. Visit The Good Guys for fridges and washing machines; JB Hi-Fi for laptops and headphones.
The Good Guys vs Harvey Norman
Both offer major appliances and electronics with large showroom formats. Harvey Norman stores are typically larger with furniture sections. The Good Guys is generally perceived as more customer-friendly with simpler pricing. Harvey Norman has faced consumer law scrutiny more frequently.
The Good Guys vs Appliances Online
Appliances Online is online-only with competitive pricing and strong delivery/installation services. The Good Guys offers physical stores for inspection before purchase. For complex appliances where you want to see features firsthand, The Good Guys wins. For straightforward purchases where price is priority, compare both.
The Good Guys vs Amazon Australia
Amazon offers broader product range and faster delivery (via its Prime subscription). The Good Guys provides appliance expertise, installation options, and easy in-store returns. For small electronics, Amazon's convenience edge is significant. For major appliances, The Good Guys' specialised service matters more.
Shopping tips for The Good Guys
Negotiate (yes, really)
While advertised prices are competitive, The Good Guys sales staff have some flexibility, particularly on floor models, package deals (buying multiple appliances), or matching competitor pricing. Doesn't hurt to ask, especially for big purchases.
Check stock before visiting
Call ahead or check online stock availability. Not all items are stocked at every location, and you'll save a wasted trip.
Measure first
Bringing appliance dimensions and your space measurements prevents buying a fridge that doesn't fit through your door or a washing machine too wide for your laundry alcove. Store staff can help, but you need accurate measurements.
Consider delivery options carefully
"Premium Delivery" sounds complete but doesn't include installation (plumbing or electrical). Factor in tradesperson costs or The Good Guys Home Services fees when budgeting for major appliances.
Join the Digital Wallet for StoreCash
Free to join and you'll receive promotional offers, birthday treats, and StoreCash rewards (if you have Gold Service Extras). It's worth signing up even if you don't buy the extended warranty.
Compare online before buying
Check thegoodguys.com.au, Amazon, Appliances Online, and Bing Lee for the same model. If you find it cheaper, ask The Good Guys staff if they'll match the price. Many will, especially with proof.
Payment options
The Good Guys accepts:
- Credit and debit cards (Visa, Mastercard, Amex)
- Cash (in-store)
- Afterpay and Zip Pay (buy now, pay later)
- The Good Guys Gift Cards
- Store Credit from returns
Finance options
Interest-free finance available through Latitude and Zip on purchases over certain thresholds (typically $500+). Terms vary, so read carefully and ensure you can make payments before committing.
Environmental & community commitment
The Good Guys' Doing Good program supports Australian charities through:
- Workplace giving (staff payroll donations matched by The Good Guys)
- In-store donation options at checkout
- Awareness campaigns for partner charities
Partner charities include organisations focused on family violence support, homelessness, mental health, and environmental conservation. While primarily a commercial retailer, The Good Guys has maintained community giving as a brand pillar since its family-ownership days.
Is it worth shopping at TheGoodGuys.com.au?
The Good Guys excels for anyone shopping for home appliances and major electronics. The physical store network provides reassurance for big purchases, staff specialise in appliances rather than being general retail workers, and returns are simpler when you can walk into a store rather than arrange courier pickups.
Trade-offs include delivery fees that can be substantial for large items, installation services sold separately, and customer service that varies between in-store (generally strong) and online/phone (can be slower). Pricing is competitive but not always the absolute lowest, so comparison shopping remains worthwhile.
For Australian shoppers buying major appliances, The Good Guys sits in a sweet spot: more approachable than premium retailers, more specialised than department stores, and more tangible than online-only competitors.
If you value seeing products before buying and want face-to-face service without premium prices, The Good Guys delivers on that promise.