From 2019 to 2023, The Good Guys launched 116 promotions offering store credits for purchases above a certain amount, specific brands or products, or particular payment methods, with credits ranging from $10 to $1000.

The company admitted that the advertisements failed to clearly display the expiry period of these store credits, with some expiring in as little as seven days.

The company also admitted they failed to provide about 21,500 customers with their entitled store credit within the time frame required.

“The offer of store credits might have persuaded some consumers to buy at The Good Guys, purchases they may not have considered or opt for The Good Guys over other retailers,” noted ACCC Chair Gina Cass-Gottlieb.

“We were concerned some of those consumers may not have done so had they been aware of all the conditions.”

Besides the fine, The Good Guys must also compensate consumers involved in the store credit promotions by providing store credits with more extended expiry periods.

The Good Guys has cooperated with the ACCC and is remediating consumers who did not receive their store credit after failing to meet the conditions.

“Promotional strategies used by businesses to entice consumers and stand out from competitors must fulfill promises of rewards within the stated time frame,” remarked Cass-Gottlieb.

A statement from The Good Guys said they had worked closely with the ACCC to find a resolution.

“The Good Guys takes its compliance with the law very seriously and has worked cooperatively
with the ACCC to resolve the matter,” the statement said.

“The Good Guys has always sought to provide value and
benefits to its customers and has always prided itself on its high levels of trust with consumers.”