Kogan Australia
reviews and complaints

Purchased Agora 8 mobile phone Nov 2017. Hotspot function did not work. Returned phone to Kogan - took a few months but eventually they agreed it did not work. They offered a replacement phone or refund. Stupidly I accepted the replacement phone on the condition it worked properly. Needless to say it didn't. 8 months later I still have no phone. I will NEVER buy from Kogan again and I will tell everyone I know of my experience.

as purchased an air purifier from the Kogan website.

It was sent to me. The box had been resealed (could see a layer of tape over the original tape) and when I went to connect the power cord to the machine to use it, it would not fit (The cord supplied had two prongs, the machine has three prongs and the supplied cords prongs are too narrow to connect with the point).

I contacted them as soon as I opened it and they have advised of the issue. They told me that I need to go through a warranty claim. Obviously it is not a warranty claim as I have been sent used and/or returned goods that are faulty.

I have told them I find this unacceptable and they need to refund or replace the product. They have refused this and advised that they will start a warranty claim. I have advised that I will open a payment dispute with my bank as it is unacceptable.

I get he feeling this is they standard way of operating, which is completely unacceptable

Req #6560088

This was my original contact with KOGAN support reporting that the KOGAN Atlas Mini PC 300 I purchased was not working properly. After connecting the box to my TV, the remote mouse wouldn't work more than 6 feet from the box. KOGAN suggested I try other mouse connections, which I did but all three different mouse connections had the same problem. They all stopped working more that 6 feet from the box. Formerly I had a laptop computer connected to the TV and all three mouse connections worked up to 8 metres from the laptop.
I was then advised to try downloading the necessary drivers for the box, which I did but the mouse connections still wouldn't work. My request was given a higher priority and was passed on to a senior support person.

Req #6565771

The day after I set up the Atlas Mini PC I received a message on the PC saying there was insufficient storage space on the PC to perform system updates. I notified KOGAN support and was allocated another request number. This didn't bode well for my chances of updating any software in the future. Even after uninstalling some unwanted software I still couldn't provide enough storage for any updating. So, I informed KOGAN that I would like to avail myself of the 14 Day "Change of Mind" policy which was offered at the time I purchased the box. All I needed was a return address to use when sending the box back.

I didn't receive any more emails from KOGAN after that particular contact.

I have emailed KOGAN every day since (6 days in all) asking for an update but haven't received any replies at all.

The 14 Day "Change of Mind" policy will expire in one day and I‘m left wondering what happens next.

I did receive an email from KOGAN asking me to rate the service level I received during my experience with KOGAN. How do they expect me to rate something that never existed in the first place?

I have compiled a formal complaint with details of all dates, times and content of all emails and will be sending this to the Retail Ombudsman for what that's worth. What else can I do? Each time I contact KOGAN I don't receive any reply.

I am still waiting for screws for my bed. Bed delivered a week ago and still cannot resolve this issue. I am currently sleeping on a mattress. the bed I ordered is Shangri-La Bed Frame - Grandioso Collection (Black, King). It only came with bed head and sides not screws etc

Your request #6568998 has been updated. Reply to this email to respond.
Note: Responding to this query before we have replied may affect your position in the support queue. Our goal is to respond to all inquiries as quickly and accurately as possible. Thank you for your patience.
Dannah (Kogan.com Help Desk)
25 Jun., 15:06 AEST
Hi Anne-Marie,
Thanks for your reply.
I have sent a request to check the availability of this part.
You will be updated with more details if this is in stock, otherwise we will contact you promptly to follow up.
Please feel free to contact us if you have any further questions.
Kindest regards,
Dannah
Customer Care Team

I contacted Kogan last week. I have a Kogan TV. I have tried tuning it and it is not connecting. All I wanted from Kogan was:

1. To find out if there was anything else besides the basic tuning steps already provided on the internet that could be stopping the tv connecting to the channels and,
2. To be called.

I specifically requested to be called and not to have to go through round after round of emails. Dale, my customer service representative showed complete incompetence in being able to handle those two requests. Over a week later, all he has done is reply to me constantly by email and simply outline how to tune my tv which I advised in my initial email, "I know how to do".

I want someone to actually call me and talk through my issue and advise if there are any other things I can do to help connect my tv to the digital channels. I want someone to provide a really good explanation as to why I have had to deal with such poor customer service. It's infuriating to be forced to email a company and then to get absolute nonsense in the reply. To then want to talk to someone about it and to keep getting directed to another email and another form and not be able to communicate clearly with someone on the phone. It is not good enough. It has been such a complete waste of my time.

Request number is #6562462

I purchased a Kogan Water Flosser in February 2018 and by June it stopped working. It cost $70 and has 12 months warranty.
On June 15th 2018 I submitted a customer support request and was emailed a ticket number 6551200. Since receiving my ticket number there has been no further contact by Kogan regarding my warranty claim. I would like the Water Flosser to be replaced or my payment refunded.

Samsung Gear S3 Frontier purchased 27/11/2017 with 3 year extended warranty. Approximately 3 months ago, after software upgrade, pedometer and heart rate stopped working. I have checked help desk, factory reset and followed blogs with no change. Multiple email requests have been sent listing these problems with first acknowledgement 6539123/but no action. This watch needs to be fixed. Please quickly follow up this request with action.
Samsung Gear S3 Frontier SM-R760 SN R5AJB04BWEJ
Please advise how this item is to be repaired.

I purchased the refurbished Drone from Kogan on the basis of the website that said "This product has gone through an official DJI refurbishment process - performance is guaranteed!".
I received the Drone on about the 28 May 2018.
On the 12 June the drone lost power while flying and crashed. The Battery was at 75%

On the 13 of June I contracted Kogan to obtain an address to return the faulty item.
I was asked for Photos and provided tham on the same day.
I was told that a senior team member will call me back.

On the 14 June I again contracted Kogan as I had not received a call back.

On the 15 June I contracted Kogan as I had not received a call back.

On the 19 June I contacted Kogan, and was fed the same rubbish, that a senior team member would call me back.

On the 25 June I lodged another claim on the Website

I have since purchased a replacement.

Still no response form Kogan! Zero.

INC#6570723
I bought a kogan 4K TV which I return on 28-May-18, kogan received it on 6/6/18 and said within 14 days they will provide me an eVoucher. 16 days now, I have sent many emails still no respond.I am very angry and wonder if I should going to customer affair and raise a case with them.I need eVoucher now.
Tim ([protected]@yahoo.com)
[protected]

I purchased luggage scales last October, I went to use them for a trip to NZ and they did not work accurately, said my luggage was 37Kilos, at the airport weighed just 13 kilos, I changed the batteries to see if that helped but it did not, they are faulty and I need a replacement ASAP
The purchase can be seen on our account in October, please advise on a replacement as we need this item

Kogan.com Help Desk
15 Jun (6 days ago)
to me
##- Please type your reply above this line -##
Your request #6551100 has been updated. Reply to this email to respond.
Note: Responding to this query before we have replied may affect your position in the support queue. Our goal is to respond to all inquiries as quickly and accurately as possible. Thank you for your patience.

Faith (Kogan.com Help Desk)

Jun 15, 14:27 AEST

Hi Danivaroad,

Thanks for your email.

I am sorry to hear that you are having issues with your TV. Let me help.

We are looking forward to assisting you with your issue, however we were unable to locate your sales record.

Could you please provide us with the order number for your purchase or the serial number of the product?

The order number can be found on the email and invoice you received when you made your purchase.

The serial number can be found on a sticker on the rear or bottom of the product.

Alternatively, you could also provide us with the email address you used when you made the purchase, as the email address you have used to contact us has not brought up any results.

Please get back to us and we will assist you as best we can.

Kindest regards,

Faith
Customer Care Team

Kogan

Hi I have bought a Kogan Laptop which is under warranty . I have the keyboard faulty, the case raised is #6556813
The Customer Care Reps who are handling this case are just making different request when I have sent the details or my product, sent pictures of the faulty equipment and a videos of the issue
They are not understanding or do not want to understand, just coming up with ridiculas request in different form
I am getting the feeling Kogan do not want to fulfil the warranty
Thanks

received phone late march, phone kept freezing, sent three e-mails on the 28/3, 4/4, 19/4/18, still have not received any help . I would like a refund .e-mail ref numbers #6425662, #6435404, #6459154.
invoice number [protected] reference U6XL7HK8
William Foot
43 Peppercorn crescent
Fletcher 2287 NSW
phone [protected]
Samsung Galaxy S5 4G LTE SM -G900
hoping this can be resolved as soon as possible
thank you

Product was bought last year july 4 2017, payment came out july 8 2017 with addln payment made for extended warranty. This was a promo sale of pre-purchase item, 3 months deliver. Item was delivered at unit 2 wecker road mansfield qld 4122 sometime october last year. Item keeps showing multiple lines, obscure pictures and shutting down the screen.. Complaint before but customer support only sent instructions to reset tvw, nothing happened. What was worrying was that customer service said they can't find my record of purchase. Please refer to attachments below. Kindly contact me on my mobile at [protected] or my email at [protected]@yahoo.com. This is my 3rd letter about the matter and my my lawyer friend advise me to refer this to accc if all else fails. Product code at the back of tv kaled55ku8000szaa0279

Mist gone everywhere and damp the table and bench. Email Kogan Australia for my options. Waited for more than a week now, still have not come back to me. Gave me a reference no and told me the issue has been escalated to a senior member. Up until today, still no reply. I sent a follow up email out 4 days after my initial email and of course no reply. Try call them on land line, no one answer.

We ordered Kogan smart TV and we received Kogan LED 4K TV . Once send complaint to Kogan about wrong product received . They told me it's right product I received so I send the screenshot of my order and also screenshot of of both TV on their website and the price difference . Then . Kogan customer service told me that my complaint has been send to senior customer service to look into the matter and it's been 7 days I haven't received any email from Kogan about my complaint. I send so many emails but no reply . Bad customer service and bad experience with Kogan

Hi, I am fed up with the well below average customer support from kogan. Paul took over my issue from customer support in melbourne and promised me he would see my problem thru personally amd he even let me down. I have 2 outstanding problems and have lodged so many complaints emails and I dont get any reply off kogan. I have waited patiently for over a month and I am fed up

Warning do not buy from kogan!

I have purchased couches from kogan and it has been the biggest mistake of my life. They arrived with stains on them and the measurements advertised were much different from the actual item received.
The customer support has been appalling, they are refusing to help now I am left with these big boxes of couches that are taking up all my storage space and are dragging their feet with refunding the item. I will have to take them to court to have this item refunded.

Ordered 3 x lounge chairs.

Received notification from the carrier that they were ready to be delivered however they weren't.

Called the carrier and apparently 1 x lounge chair has gone missing and unknown whether it was delivered or not. Whilst the carrier has been checking their warehouse for the 3rd chair, they requested for me to contact Kogan to check that they in fact sent 3 x chairs. They have atleast been nice in telling me that they are checking the warehouse.

Kogan is not getting back to me however, I have sent numerous emails and there is no contact number for me to call. I have asked someone to call me from Kogan urgently to tell me what is going on and where is the 3rd chair so that I can receive my order.

Appalling and disgusting service. I want answers.

Recently purchased online.
Received after some delay as stated in the below information
First time use-does not work! Everything checked as instructed.

Ordered 14/05/18
Received 23/05/18
Invoice [protected]
Ref no. TN8WWAUM
Outcome: I would request replacement of the product.
Appreciate a response asap. If no satisfaction is forthcoming, I will refer this matter to the ombudsman
With thanks