As savvy shoppers, we all love a good deal, especially when it comes to kitting out our homes with the latest gadgets and appliances.

Promotions and store credits could be a significant drawcard to entice customers.

What happens when promised perks don't materialise as expected?

Aussie consumers ask this after recent allegations against a well-known retailer.

Electronics giant The Good Guys—which has 100 stores across Australia—faced legal action from the Australian Competition and Consumer Commission (ACCC) over claims that it failed to deliver store credit promotions.

The ACCC's case involved 116 promotions between July 2019 and August 2023, which offered 'StoreCash'—in-store credit to customers who spent specific amounts.

According to the ACCC, the promotions led customers to believe that simply spending the required amount would earn them store credit.

Customers still had to sign up for the company's marketing messages to qualify—an unclear detail included in the promotion.

The Good Guys has been the go-to electronics and appliances centre, with over 100 stores nationwide. Image Credit: The Good Guys

Adding to the confusion, ACCC also alleged that the store credit offered had a very short lifespan, contrary to the advertised impression that it would not expire or would last a 'reasonable period'.

'We allege that the conditions for consumers to receive a store credit as part of the Good Guys' promotions were not communicated adequately in the Good Guys' marketing materials,' ACCC Chair Gina Cass-Gottlieb stated.

'We are concerned that as a result of the alleged conduct, consumers may have purchased products from the Good Guys, which they might not have done otherwise.'

Thousands of customers who met the eligibility criteria did not receive the store credit promised by The Good Guys, which raised concerns about consumer rights.

The retailer's parent company, JB Hi-Fi, responded to the allegations by emphasising its commitment to legal compliance and customer value.

'The Good Guys takes its compliance with the law very seriously and has a comprehensive compliance program in place,' JB Hi-Fi wrote in a statement to the stock exchange.

However, due to the ongoing federal court proceedings, they are unable to comment further.

Should the court be in favour of the ACCC's allegations, affected customers could be entitled to compensation or other remedies available.

For those who participated in The Good Guys's promotions, it's essential to stay informed about the outcome of this legal action.

It reminds us of the importance of reading the fine print and understanding the terms and conditions of any promotion.

Consumers should always have the right to clear and accurate information to make informed decisions.

Key Takeaways

• The ACCC took electronic retailer The Good Guys to court over allegations about misleading store credit promotions.
• The promotions in question enabled customers to spend a certain amount for in-store credit without any clear guidelines.
• Many customers who met the conditions did not receive the promised store credit, as they did not sign up for marketing messages or credits that had already expired on the date of claim.
• The Good Guys's parent company, JB Hi-Fi, stated it has a comprehensive compliance program and has cooperated with the ACCC throughout the investigation.

Have you had similar experiences with store promotions? Share your thoughts with us in the comments below.

 

[mylittletibbies]

It's not the shop who covers the warranty but the actual company of the item.

If it is just a bulb or something small then yes they send it out to you. If it's more then they send out a repair person .

The Good Guys will step in if you don't get a reply from the company

I. can't believe that anyone would think that they would send out a repair man to replace a bulb.
As you say it is the manufacturer who covers the warranty ( always stated on the warranty form) not the Good Guys. It has always worked that way, not just these days. I think most people just don't bother to read their warranty.
Could save themselves a lot of angst if they did.

 

[havingadoggyday]

Same here. When I moved to my now home I bought a fridge, 90cm oven, range hood, dishwasher,washing machine and heat pump dryer from GG.
All these items were on sale at the time but, on asking, I received another substantial discount and free delivery.
Staff were polite and spent quite a bit of time explaining the different pros and cons of each item.
All in all excellent service.
I think the problem is that most people don't bother to read the terms and conditions of such promotions and then blame the store for their own inaction.

I never had a problem either.Actually many years ago,they rang me and said I had one a prize in a store competition they had going at the time.I didn't even know about it.Only bought a toaster and received about $150 bundle of maguires car cleaning care kit