SUBMIT A COMPLAINT

Kogan Australia / 1x esatto 112l bar fridge with freezer compartment and crisper drawer (ebf112w)

Manly Vale, New South Wales, Australia

Kogan web site says the capacity of the freezer is 12 l. The size of the freezer is minuscule, doesn't meet our expectations.
We will file an accc complaint as we have tried with kogan to return/exchange this product from the day it arrived to our home 31-08-2018. We even offered to pay for the transport fees and the difference on the cost to buy another - more expensive product - from this company, but they say no. Twice. No chance to return/exchange. This is ridiculous for companies who are selling products on line and the pictures of these products can mislead the buyer.
Also they mentioned in the advertisement that there will be qantas points earned by buying this product at kogan's website but it's also a lie because there hasn't been any points added to our account.
I am really disappointed with the way and the little help kogan offers to clients like me who is buying from them this first (and last) time.
I know this is not going to go anywhere but, at least, I will satisfy myself by making a formal complaint to the australian competition and consumer commission!
Please check the following emails:
Francisco javier revolo de la torre bueno
P.S. I am also attaching a picture for you to imagine the size of the 12l freezer compared to a pear size (inside)
Thanks

Vie 31/08/2018, 08:26 am
Hello there
Thanks very much, we'd received the small fridge today. We have a problem with this product because the freezer size wasn't specified in the specs and we have realised there is not enough space in the freezer as it is very small! We are really in need of a freezer that can hold more than few apples and we would like to please exchange this product for the esatto 91l mini fridge/freezer that you have in stock, we are sure this will be fine.
Please let us know what do we need to do to get this item exchanged, we will really appreciate your help!
Kind regards
Francisco javier revolo de la torre bueno
Your request #6710112 has been updated. Reply to this email to respond.
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Joe d (kogan.com help desk)
1 sep., 16:47 aest
Hi francisco,
Thanks for contacting kogan.com support.
I'm sorry to hear that you are unsatisfied with your unit.
I understand that you would like to return your product, however, the item that you have purchased does not qualify for a return under our returns policy.
We work extremely hard to ensure that all of the necessary documentation and information regarding a product and its specifications is made available on the product listing so that our customers can make a well-informed decision prior to purchasing.
We apologise that in this instance we are not able to assist you with an exchange.
Rest assured that your product is still covered under warranty and if you experience any issues at all, we're always happy to help!
Please let us know if you have any further questions or concerns regarding this matter.
Kindest regards,
Joe d
Customer care team

Alexa (kogan.com help desk)
3 sep., 17:52 aest
Hi javier,
Good day!
Unfortunately, we can't organise a return of this product for an exchange or a refund.
The item that you have purchased does not qualify for a return under our returns policy.
We work extremely hard to ensure that all of the necessary documentation and information regarding a product and its specifications is made available on the product listing so that our customers can make a well-informed decision prior to purchasing.
We apologise that in this instance we are not able to assist you with an exchange.
Rest assured that your product is still covered under warranty and if you experience any issues at all, we're always happy to help!
Please let us know if you have any further questions or concerns regarding this matter.
Kindest regards,
Alexa
Customer care team

Kogan Australia

Ja
Sep 03, 2018

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