Purchased a Tefal Air Fryer and arrived at the Good Guys Narre Warren on Sunday31/05/202 to return the Product or get it fixed , server was not working and was advised that I will get a call on Monday 1/06/2020 advising me if it is a replacement or Fix of the product. I did get a call on Monday advising that it is a replacement and I can come across anytime to pick up the replacement. Arrived on Tuesday and had the most unhelpful person assist me stating that she cannot find the product that is not working so I waited 10 minutes for her to locate the product which she did not find. Advised me to obtain a new product from the shop floor however did not check the system to advise me that there is no stock at present. When i advised her that there was no stock on the floor, she replied that stock is on order with no deadline to when I could receive the item. I had to probe for the answer and then advised her that I require a new unit. I left the store on Tuesday thinking that I will have a replacement unit in a few days or so. On Wednesday my wife called the store only to be told that I walked out without ordering a replacement - ( all my wife stated to the person that answered the phone was that we were looking for a replacement of our Air Fryer and the person that was on the other end of the phone stated that I walked off without ordering the replacement and I needed to come into the store to order the replacement. She also stated that I took the unit that was not working with me. I did no such thing and even as I write this I do not have the Air fryer. The customer service person states that she witnessed me walk out the store ( which any person does once they conclude their business). If she witnessed so much how come when she was on call on Wednesday she did not know that the unit was not in my position when I left as she stated I had the unit and than went back to check and advised that she was wrong. Further to this my wife gave no details when she called on Wednesday to this customer service person except that she was calling regarding an Air Fryer. I have names of every person I spoke however wish not to write this in. I then asked to speak to a Manager and had a senior person deal with the investigation , he came back advising that for me to obtain a replacement it will only arrive in July however I could pick up another unit at the same price but difference. My wife went in store to get a refund and was called 30 Minutes later by the same staff member who advised me that the refund has not went in as there is an error, and we need to come back to the store to obtain the refund. I took the call and when I heard this I said are you serious and the next thing I heard was I do not want to ague with you. This is a customer service Rep of Good Guys. I refused to continue the call with her to hand asked to speak to The Manager , to whom I advised this behaviour. He took down my banking details and advised me that I will have the money put into my account via Direct Debit which is still to come into effect. Worst experience I have ever had at Good Guys Narre Warren - And what is good about this experience if you called Good Guys and give bad service. User's recommendation: if you want good service at Good Guys Narre Warren ask for a Manager otherwise you get what I got no solution just a headache and lost time.