If I could give zero stars for customer service, I would. My experience at The Good Guys Gepps…read moreCross was honestly one of the most frustrating retail experiences I've ever had, and I only ended up making the purchase because the manager finally stepped in -- after over an hour of nonsense.
It started with a simple call to the store about a product. I was put on hold for nearly an hour. When someone finally picked up, I was understandably frustrated -- and yes, I raised my voice. But it was after the woman on the phone immediately cut me off, told me she was too busy, and acted as if I was a burden for calling at all. As if I'm not busy too?
I told her how long I'd been on hold and asked her to please not dismiss me. She kept interrupting, told me I was being rude (with a completely condescending tone), and then hung up on me mid-sentence.
Sure, I raised my voice -- but I didn't swear or insult anyone. I was frustrated because she was being rude first, and I'd wasted almost an hour waiting to speak to someone.
So I went into the store to sort it out in person. When I calmly explained what had happened to the staff member at the front desk, she interrupted me, said she was the one on the phone, and again accused me of being rude. She actually said, "I was with her the whole time," as if I had no right to be upset.
Instead of offering help or trying to resolve anything, she just escalated the tension and made it feel like a personal grudge. Completely unprofessional.
I asked to speak with a manager. She said they were too busy and that I'd have to wait. So I did -- for over 30 minutes -- while staff avoided eye contact, whispered about the situation, and made zero effort to help.
Eventually, the store manager came out, and to his credit, he was calm, respectful, and handled it like a professional. He apologised for the behaviour I experienced, listened to my side of the story, and offered $50 off my purchase as a gesture of goodwill.
That manager was the only person in the store who acted like a Good Guy. Without him, I would've walked straight out and never returned.
I don't expect the red carpet when I walk into a store, but I do expect to be treated like a human being -- especially when I'm spending my money. What I got was eye-rolling, blame-shifting, and a complete lack of accountability.
Yes, I raised my voice -- but it was after being disrespected, interrupted, and hung up on. And no one in the store made any attempt to de-escalate the situation until the manager came out nearly an hour later.