Kogan Australia
reviews and complaints

Hi I recently purchased a steam mop from yourselves at kogan which has never been delivered . It should have arrived on 31/8/18 you've used Australia post as your curriers I received a email to say it had been delivered on the 31/8/18 but the item as never arrived I've aready contacted support at AUSTRALIA post to open a case . I hope this can be rectified
Regards David Bird

Order Number: J6V3FF2E

I ordered and paid for a Folding car dog pet ramp steps bi fold ultra light SUV's Vans portable back on the 31st August 2018., on the site it stated the transit time will be between 3-5 business days as I am located in city Adelaide.

On the 3rd September I received an email stating my goods are on their way and even offered me the Australia Post tracking number.

I waited and waited for the order and nothing came, on the 12th September I reached out to Kogan to follow up on my order to receive a generic email back apologising on the delay from Shawn stating they are working with Australia Post to see what the issue is and have opened up an investigation on my behalf. They did not offer the investigation number from the post which shows that this is a load of crap.

On the 13th I followed up again for an update and have received no response and we are now the 14th.

In the interim I called Australia Post to enquire about the parcel and they stated that they actually never picked anything up, it was just an electronically lodged request stating they would like to send these goods to me. Australia post opened an enquiry and gave me the number and stated there is no previous enquiry linked to that consignment note.

I feed this information back t to Kogan and guess what AGAIN NO RESPONSE!

I work in the freight industry and can see what you have done, you are taking the money on orders for products and then once you have a said amount ordered you place the order in China and then we are here waiting weeks for the shipment instead of the promised 5 days!

This is not acceptable behaviour, no wonder you don't allow phone calls, its only a company like your own with characteristics and mentality that wouldn't be able to hold staff to deal with all the complaints as your company is based on lies!

Its a joke, how do you get your money back on something if no one will respond to your email, you cant call.

ACCOUNTABILITY from KOGAN ZERO! LIABILITY and RISK the CUSTOMER.

Who knows how you are still in business!

You cant call Kogan
You cant use the Talk online, its unavailable
Kogan dont respond to email
Kogan Lie about transit
Kogan have no issue taking the order or money
Kogan encourage us to get friends and family to order, they do and are in the same situation.
Kogan take no accountability for business ethics

Lets see if someone can pick up the phone and call me, or whether they will just delete this...

I recieved my washing machine that i ordered it has a dent in the side and the hose is on the wrong side 2 my sink and the hose is 2 short 2 reach i have sent a picture of the dent i can live with that but i cant use this machine i need one with the hose on the right hand side wen looking at it i have sent several emails but not getting anywhere i am stuck with a machine that i cant use i would like it sent back and another one delivered i have shopped with kogan alot so im hoping u can resolve this problem cheers

I ordered the $19 remote from the Kogan website on advice from the Kogan official on product review sept 29th 2017
I was told by 3 staff members from the help desk it is not compatible with my tv and I need to pay $39
It is compatible and works fine at half the price
It was taking several weeks to get a straight answer from the unhelpful desk so I took the risk of sending back the remote if it didn't work
I'm guessing the Kogan warranty doesn't cover the return postage
When I ordered the remote I was forced to accept marketing emails or I couldn't place my order
This is a breach of international privacy laws which clearly state that I need to voluntarily opt into marketing and not opt out after receiving unwanted spam mail
Fines are 4% of annual profits according to ABC news earlier this year
On my old Sanyo TVs the remotes still work after 10 years of daily use
I regret buying this brand after reading the complaints product review and having so many problems dealing with an online company, especially the unhelpful desk staff who are rude and unprofessional and not technically informed about the products they support.

I purchased a 9 in 1 Multi food processor and received the item with missing some parts. I emailed the Kogan help team and was required to supply a photo of the product that received.

I responded the email with the photo on 01/09. However, I have yet heard anything back. I contacted again on 03/09, but Kogan remains in silence.

I run a small business at home and to have the correct product is essential, while mistake has happened, I expect Kogan would have taken a quick step to sort the solution out. Please advise if you need more time to arrange for the missing parts to be ordered or so on, otherwise when would I be expected to receive the completed pieces.

I look forward to hearing from you soon.

I can be contacted at mobile is [protected] or my email is [protected]@yahoo.com

Kind regards.

Vivian

I am writing regarding my order: VZMKJ2EH placed on Monday 3rd of September: 1 x TODO Slow Juicer Cold Press Juice Extractor T-SJ405. I just received a delivery and instead of the juicer you sent me: LED Dimmable Make-up mirror. I have been recommended by my friend to use your website and I wanted to place more order, so please solve my issue as soon as possible.

regards,
Dorota Starzynska
Mobile: [protected]

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.
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.
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

Currently Kogan has had my television for 2 weeks and have done nothing but stonewall me with generic apologies and nothing answers to as to when I will receive my 1 fixed television or 2 replacement television which is still well within the original 12 months of its warranty period... it wasn't an expensive television either. So why would they waste money paying a repair person to inspect and repair when one day of labor costs more than the original retail price. I'm well within my rights for a new working product or a full refund. I've been more than reasonable but 2 weeks with no answers is completely unacceptable

Back on 26th July I was advised by a Kogan consultant that a product I wanted to order would be compatible with a product that I also purchased frol Kogan. Upon receiving this product in the mail I discovered it was in fact NOT compatible with my product. I spoke to another consultant who told me that I couldn't have a refund as it was a "change of mind" return. Except it's not a change of you, your consultant advised me of the wrong product. I was misled. Reluctantly I accepted store credit/eVoucher and I STILL dont even have that so now... I want the value of my purchase fully refunded to my credit card that I paid for the item will as I will NEVER shop with Kogan again. Nor will I ever recommend anyone shop with Kogan. This has dragged on for far too long and i keep getting passed from consultant to consultant all trying to palm me off. This is not on. I told the last consultant they had until Friday 31st to issue a refund before I found my way to an ombudsman. This is my last resort before I do exactly that.
Please issue a full refund for the full value or I will find a way to take this further.

hi there,
i received this tv yesterday(31/08/2018) around 7 pm,
this morning i setup it and turned it on, but i find there is an issue on the display and picture quality . its like it has 3 different color in the display. its ok on the left side of the screen but in the middle it more dark and on the right side its black and white and complete blur. i was not really expecting a faulty delivery from kogan which is one of the repute company.
i have attached few photos of the tv and invoices to explain the problem,
i kindly request you to take this problem seriously and exchange it as soon as possible.i am a full time working person and cant be at home during the weekends so please kindly request you to manage it today or tomorrow if possible.
this is my detail
Rajani Maharjan
[protected]
[protected]
unit 3/5-7 london street campsie.
order no : 9ZV3KEJC
delivery date: 31/08/2018

Hi,

I had issues with the audio of my kogan mobile handset. I sent it to kogan for getting it fixed as part of warranty support.

They partially fixed the phone and returned back. The mike and the audio jack is still not working.

I was asked to send back the phone again. I did send it back. As per Kogan policy it takes 14 working days from the day they receieve the item to get response. It has been more than 14 working days and after repeated follow ups it got response.

There was a small crack on the back of the phone for which they asked me the reason. I provided them the reason in the begining itself. After getting my response they took 1 week to respond back after repeated follows up. They confirmed that the back needs to be replaced for fixing mike and audio jack issue. Also, i need to pay the money for replacing the back.

I responded back that i am ready to pay the money but they need to confirm nothing else gets impacted.

I again needs to drop repeated follows for last 3 working days, i did not get any response. I was also informed that my case has been ecalated at highest priority.

I am now frustrated and harrashed by kogan. It has been approximately 2 months since i raised first request and still issue is persisting.

My phone is current with kogan and i have repeatedly asked with so much harrasment and frustration, it is better to get the money back.

I need your help now i getting the refund.

Google Pixel (128GB, Very Silver) - Australian Model
Price 669 excluding postage
Total Price 691

We purchased an Interative tour through you with DI Travel to Sri Lanka which did not deliver what was on the itinerary, and was advised by the Drive/Tour Gu79de that the company knew this was the case but sold it to us anyway. This is boarding on Fraud and I would like to discuss further as it has caused a lot of disappointment, frustration, stress and loss of trust.

I will be awaiting to hear from you as to wether I contact DI o you as I paid the money to you

I keep getting surveys to win a tv if I sign up to Stan... every time I hit the sign up button, I get ‘safari unable to connect, , '
So, I want to sign up with Stan, I want the tv I have been told continuously... what is the go? Are you just a bunch of scammers? Yes, I am very cranky..
I think it is disgusting to keep doing this to pensioners, such as myself.
Vicki

I received a recharge email on 22nd August for account number [protected] and mobile number [protected] informing my account had been recharged in the amount of $16.90.

I received a further recharge email on 24th August, requesting me to recharge my account as It had expired.

I decided to check my account and it has been debited $16.90 on 22nd August!

I am travelling abroad for up to a year, I left Australia on 14th August for Bali, Indonesia and I am currently in Vancouver, Canada. This service is of no use to me whilst I am overseas, my mobile is back home in Australia. If you check my usage on this account, you will see no activity since or around 14th August. I am backpacking, I am not working for the next year so as you can appreciate, I am trying to grasp on to every dollar to get me through this next year abroad! I can't afford for a rogue $16.90 to debit my account.

Please refund my account for $16.90.

You can email me confirmation to Peter.[protected]@hotmail.com

Thanks in advance.

Regards, Peter

On 14/8/2018, Melvyn, customer services, told me by my email of [protected]@yahoo.com that he will give me credit and I will receive email within a small no. of days on how to use it. I waited now 11 days and still no email. Please rectify this situation immediately, as it has greatly incontinenced me and caused me a lot of stress about. I would appreciate some compensation as well for the stress and wasted time and effort caused. I have been a good customer of Kogan for many years and I had recently been treated with discourteous behaviour which could tarnish the good reputation of Kogan.
Maurice Elias Ps the credit offered was $39.

I purchased a hoverboard for my sons birthday. It was faulty. I paid to return the product, after over a month the product was returned and it is still exactly the same.

i have had so many generic emails and now we seem to have started at the beginning again!

This is not customer service, this is disgusting! I still have a very upset child with no birthday present.

i am so upset and angry and i want to talk to someone.

Over 3 weeks go I purchased a kitchen appliance following advice fro the help line.

This advice was incorrect. When the various pieces arrived I found they were not suitable and a part received and charged for was already included.

There are numerous emails form me to Kogan re the matter and I have not received a response from the Team Supervisor whom I was assured would attend to the matter. I think this is very poor form from a public company.

I just want to return the goods but cannot have anyone tell me where to take them.

The reference number is #6630438. Please read the emails and advise me where to return the goods.

Thank you
Kerry Pugh
kerry.[protected]@gmail.com

My 96 year old mother is having problems with the 18V Stick Vacuum I purchased for her last Christmas and have not been able to contact anyone to find out where I should return it to for checking for either repair or replacement. It is not working at all. Her friend took it to a repairer, however they advised they did not have the parts available to repair it as it was an on line purchase.

CAN A MANAGER reply to me

I will file a case to ACCC if this isnt resolve

To my knowledge you had many issue upon false advertising and false information according to accc

So please respond back and resolve my issue as this is your fault and misguidance

No i was advised by him this one is better
When i asked for agora - i wanted to know which one has google app in the tv

He said both!

I wanted a tv without screencast and your screencast doesnt work

I want an exchange And i want a tv where i can browse directly from the tv itself

If you read through he said both have the tv app

I requested more info which one is better and have google app in the tv he said the one i purchase but its totally wrong and false information

I want this rectified asap!

This is false advertising ! I will let media and consumer affairs know about how dodgy your company is

I am going to lodge a complaint to ACCC and media now

Jess

I ordered an iPhone 3 July.

I recieved a broken iPhone.

I requested a repair / new phone or refund.

It took more than a week of back and forth constant emailing to finally get a return address. I was replied to by a different person every time and they would never read the previous emails so I was constantly asked The same thing multiple times.

I sent the phone back. After three weeks I had heard nothing so emailed asking what was going on. I was told "your phone was faulty we cannot repair it. We will contact you about another phone"

Since then I have recieved numerous emails by different people promising me shipping details would be sent "in 1-2 business days" and after a week I'm still getting a copy of the same email I keep getting. Saying "your phone is faulty we will send you a new one"

ITS NOW THE 43RD DAY I HAVE BEEN WAITING FOR WHAT I PAID FOR. I HAVE EMAILED BACK AND FORTH DOZENS OF TIMES. I HAVE NOW LODGED A LEGAL INVESTIGATION WITH FAIR WORK AUSTRALIA.

I AM DEMANDING A REFUND. I WILL NOT WASTE ANY MORE TIME WITH YOUR USELESS COMPANY.