Godfreys Punchbowl Superstore

I had a very good experience when taking my cleaner for battery repair. Shikhar was very helpful and spent plenty of time assisting me and giving me options. I was very happy with his level of customer service, willingness to help and product knowledge. He did offer me new but still remained committed when I decided to just repair my current vac.

Great service, they ordered the vacuum cleaner in for me and called me to let me know it had arrived. I picked it up and was in out of the store within 5 minutes. My great salesman Mohammad even carried it to the car for me.

Needed a new turbo head for my vacuum cleaner. Went to Harvey Norman as they had them advertised. Don't know why I didn't just go to Godfreys first. Had exactly what I needed. I can continue using my beloved vacuum without having to fork over for a new one. Thanks Godfreys.

I had Omar help with an exchange of a vacuum cleaner head for the correct size. I was impressed with the fabulous customer service being provided even with a small item that needed to be exchanged. Thank you Omar!!

Easy access to store and staff are very helpful.

Awesome service. Great management.

Huge variety of floor products under one roof

So many vaccums
Great option to chose your fav one n of course friendly staff 🙃

They had the parts I needed.

Please be careful when buying vacuums from this place. Unfortunately we bought a $600 vacuum and they did the doggie on use by taking out the battery on display model and placing it in our new box. Which we saw happening in front of us but didn't click until we got home and realised the box had been opened already and battery way hot. Took back and had to go to travel to different store to pick up one that hasn't been opened.

Its hard to call. They didnt call us when they finish repairing our machine.

shoppers be aware
don't trust this store or the staff for any services,
i took my vacuum machine ($1100) to this store for
1- repair under extended warranty as it stopped working (not turning on). 2- free annual service and clean as per receipt at the time of purchase.
when i went to collect it, i was shocked from the condition of vacuum and from the way they fixed it,
it was too dirty, cracked at one of the inside screws (looks like over tightened screws), very poor external condition (like if it was replaced), plus very poor affixed serial number underneath.

when i complained to the store attendants, they tried to sale me a new vacuum, "this not as good as the new ones" he said . the new one $1600
but i trade in your old vacuum for ($100). one hundred dollars.

to save your time and money, shop some where else.

I never leave reviews but in this case I feel compelled to provide this public service to others.

I went to Godfrey's punchbowl to get a service on my Bissell but found their servicing standards to be completely unsatisfactory and the staff at the store are only interested in selling you other products.

After I collected my bissell the first time I took it home and it did not work at all. I rang the store and they advised the technician had serviced and tested it as working. Looking at the filth still on the machine and fact it did not work I believe literally no work or testing of the machine was done just held onto for a while and charged for it.

I had to bring the machine back to be actually looked at and charged again according.

At each of the 4 visits to the store the staff were far more interested in giving unwanted demonstrations of new products rather than doing the service as I wanted.

If you need a service avoid this chain, especially avoid this store. I will be using an independent store next time.

Picture below after first 'service' note the visible filth.

I would have given a zero star review if possible. The staff at this store are extremely unhelpful and lack any customer service skill at all. I bought a Hoover Bagless Vacuum cleaner online on 30th March after phone consultation will instore staff, as I had recently returned from overseas and was in self-isolation, and could not go into the store. Today while doing my weekly cleaning, I moved from vacuuming the carpet upstairs, to vacuuming the tiles downstairs, and the vacuum would not start at all. I had had the vacuum for 5 weeks, used it on 5 occasions and it had a 2 year warranty. Being unable to contact customer service - I heard a recorded message, then the call was terminated - I rang the Punchbowl store and took the vacuum to them as requested. Although I had already rechecked all the filters, the instore staff member proceeded to tell me that most customers don't check the filters and actually don't know about some of them. He also failed to get the vacuum to start. I was told it would need to be sent to the service centre next Tuesday and that it could take up to a fortnight to find out whether it would be repaired or replaced. I stated that this was unacceptable and that under Australian Consumer Law I was entitled to a repair, replacement or refund, at my discretion, as the item was clearly not fit for purpose, having failed on the 6th use. When I insisted that the staff member speak to his manager, he did so, but later refused to let me speak to the manager, telling me his manager was too busy to talk to me. While still instore, on my fourth attempt, I spoke to Paul in Customer Service who advised me that the staff were following the company procedures. I stated that Australian Consumer Law over-road any company procedures that may be displayed, and again asked for a replacement. When that was again denied, I asked if the store was able to loan me a vacuum to finish my weekly cleaning. They did not have a loan machine. I think it highly unacceptable that Godfreys refused to replace my defective vacuum cleaner on the spot, considering the short period of time I had used it. I will be further pursuing my rights in this case and would strongly advise other potential customers to expect no support from this company, which I will never use again.
An update - After a written reminder, and the intervention of Choice, I received a replacement vacuum cleaner, without any good grace. I was told to leave the shop and not return, and I will do this with pleasure. So, if you have dealings with this franchise, know your consumer rights and insist on them, and they will eventually realise that dealing with Fair Trading or having massive negative publicity through Choice is not worth it and will back down. Godfreys Punchbowl - nil, Felicitee Lawrie - WON.
Godfreys responded to this review, lying about the issue. If the failure is a major one, it is the choice of the customer to have a replacement, repair or refund, not the company as they keep on stating. DO NOT LISTEN TO THEM! WOULD THEY HAVE REPLACED MY MACHINE IN 2 DAYS WITHOUT SENDING IT AWAY TO THE TECHNICIAN FOR INSPECTION, IF THEY KNEW THEY DIDN'T HAVE TO? I have never met a bigger liar than this manager.

This is the first online review I‘ve ever written in my life but the experience my parents and I had was so atrocious I feel that it is my public duty to warns others about the staff at this store so that no one else will be “tricked” and suffer the same experience that we did.

Yesterday my elderly parents went to this store to get their old vacuum cleaner repaired. They had absolutely no intention on buying a new vacuum cleaner. They just wanted to repair their old one and thats it. But the Indian salesman (I don’t know his name) told them that their vacuum cleaner is old, there are no spare parts so their only choice was to trade in the old one to buy a new one. Then he pushed my parents into buying the most expensive model in the store, the Wertheim 7000 Series for a whopping $1,300! He said he’ll do trade in for the old vacuum cleaner and give a paltry 10% discount. And this is during the End of Financial Year Sale! Even the best brands like Miele go for average $500-$600 at 20-50% discount in EOFY. My parents weren’t very happy about this but ultimately settled on a $300 discount for the most expensive vacuum cleaner in the store. My parents only settled coz they felt they had no other choice and they felt pressured into buying a new vacuum cleaner. When they told me about it afterwards, needless to say, I wasn’t very happy. Anyone whose elderly parents were pushed into buying something they didn’t even want, and for a rip off model at more than double the price of the top brand in Australia, would be pretty upset! I told my parents to get a refund, but they were scared to go by themselves, because they didn’t want to be confronted by the pushy salesman again so I had to go with my mum.

The next day, I went to the Punchbowl store with my mum to get a refund. We spoke the same salesman that pressured my parents into buying the vacuum cleaner, and guess what was one of the first things he said to us? “Do you feel like you were tricked into buying this?” So he knew very well he tricked my elderly parents into buying a rip off product they never wanted in the first place! He knew exactly what he was doing and took advantage of my elderly parents!

When he was processing the refund for us, he said it would be by card. My mum said she paid by cash, so the refund should be paid by cash. But the salesman just said “No, I’m giving you the refund by card.” without any explanation whatsoever. I told him that in Australia we process refunds by the method the payment was made in. So if the payment was by card, the refund is by card. If payment was by cash, the refund is by card. But instead of politely giving us an explanation, he gave us a rude attitude. He leaned forward from the counter and looked dead in my mum’s eyes and said in demeaning tone, “Mam, yesterday did we talk about a refund??? No! We didn’t! So I didn’t tell you we only do refunds by card!” Then he turned to me and has the audacity to stare at me with a threatening look and say, “Don’t give me that attitude! Take your attitude elsewhere!” Then he finally explained that there’s not enough cash in the till to give cash refunds. Had he explained this first, we would have accepted it as a perfectly acceptable reason. But no, he didn’t give any sort of explanation until the end after I got upset!

After processing the refund, he said he’ll take my parents’ old vacuum cleaner for repair, but there might not be spare parts, but he’s not sure, and it’ll probably cost $300-$400. Hold on a second. Didn’t he say yesterday for certainty there are no more spare parts coz the vacuum cleaner is old? So now all of a sudden spare parts might be available? This guy literally LIED to my parents and pushed them into buying a new vacuum cleaner for $1,000 yesterday!

When I called head office to file a complaint they explained its Godfreys’ store policy to only process refunds by card, and not by cash. So when the salesman told us he couldn’t do refunds by cash, because there’s not enough cash in the till, he was LYING to us again!

I've been in customer service jobs for 20 years.... these guys are appalling. Moving at a snails pace, do not listen, do not understand their own extended warranty documents and when you send items for repair - two weeks later you get it back with the same issues because they are too lazy at the beginning to write the correct details on the repair form. They need a few women working in there....they are all men and it just isn't happening. I'm surprised they are still in business. It doesn't seem to matter which branch you visit, they all seem the same.

In my experience this has to be one of the worst customer service I've come across. Not sure if its only this store or the whole company but they never seem to have spare parts for any vacuum cleaner you purchase from them claiming its off the market then try to sell you one double the price.