Kogan Australia
reviews and complaints

on the 18/2/2019
My name is Xuan Dinh
[protected]@yahoo.com
[protected]
request refund# 7163014
I accidentally click on kogan website purchase of the Executive Pu leather office chair at $149.95 form my Visa credit card.
within 2 minute time frame I cancel the purchase, one week later I have been told I have total amount $149.95 Kogan credit but not refund back to my credit Visa card.
I have write to Kogan back and ford mutible times asking for my refund
its have been almost 3 week they have promise me they going to get back to me and forward to refund department to fix the issue but they have not refund

please help

all i'm asking is for them to refund my money back to my visa credit card

Hello Im wanting to speak with a customer service officer. I have been emailing since January and cannot find a resolution to my problem. I need to return 2 sets of the above mentioned. I have been told so many different things and im getting no where and getting very frustrated. this is terrible customer service and I would like my issue solved. I have been told I can return them and then next email I get I cannot return them. My children had these given to them for christmas and have not been able to use them. Money wasted. I was happy to get a credit and send them back, now after 9 emails I wish to speak to someone and finalise to the issue once and for all. It wis very difficult trying to find a number that is not disconnected. The items are still in there original boxes and cant be used.

Recordings on how you do not answer calls on customer service. My nbn I have waited for 2 months now to be installed.
My aircon blew up also and I want my money back
I want a call urgently to sort this.
[protected]
Mellissa Price

Not copping this is to short in text and therefore probably won't be seen to.

Ombudsman next call with a screenshot of that remark

So frustrated that after two and a half months I am still waiting for half my purchase to arrive. The ineptitude of the Kogan process is mind blowing. Any issues raised via their online help portal are returned with platitudes. Half of a bed which was due to be delivered pre Xmas has still not arrived. Contact with Kogan resulted in a parcel being delivered (attempted delivery) to the wrong address. Messages to the delivery company were ignored. When the delivery was finally sent to the correct address, it was the wrong part of the bed sent. Days later and Kogan finally inform me they have ordered the correct box. Today I receive a despatch notice advising delivery...again to the wrong address. This is so incredibly annoying especially when the Kogan machine is so so slow to respond. Where do I go from here?

Hello again Kogan,
You've had my money for long enough, where is my Samsung tablet.
Supposedly this was dispatched over 10 days ago. When I go to check tracking number, Australia Post tell me it doesn't exist.
Are you running a scam, or is this standard service from you?
I am very angry that there has been no communication from you.
I am angry enough to file a complaint to ACC, that is if you do not answer me TODAY. The order number is YGQXA8GY.
I would like an immediate explanation for your shabby customer service.
My number is [protected]
My next step is a refund.

Richard Murray

I've bought a tv not even 6 months ago that keeps turning off tried to find numbers to call to speak to someone but can not find it?

Every number I fall I get hung up on when I press to speak to someone,

I am not very happy with this as it's not the first issue I've had with products for you.

I would like a call back asap to advice what I can do, My number is [protected]

Worst customer service I have ever received, they outright refused to refund me for a faulty item, I will never shop here again...
They also wouldn't refund me for an item I never received I had to open up a PayPal claim and I am currently still waiting, they literally told me to go to PayPal cause they wouldn't refund me,
Absolute trash and ACCC needs to crack down on them asap

I have sent emails over 2 days ago. We recently purchased a TV order number BT2E7XY. The TV arrived faulty and emits a large buzzing noise everytime the TV is on. I am yet to hear anything from kogan relating to a replacement. There for a I am lodging a complaint. Not once have I spoken to an actual person. Please contact me on [protected] immediately to resolve this issue. The TV is useless...

I ordered a number of smart watche as gifts to my parents. 4 days and the status still processing in warehouse. No means to get in touch with Customer Service but email, which is hopeless. I am missing a deadline and very frustrated. Won't ever buy anything from them again!
I will open a dispute with PayPal to get my money back as I won't need those goods anymore.

I purchased an Samsung S9+ from Kogan in December (not paying attention to the fact that they parallel import them without recognition from Samsung).

The Phone was delivered faulty (screen not functioning - per Samsung test App) and an incorrect charger. I requested to return it for a refund.

I reported this to Kogan and after over a dozen emails showing we had tested the phone (including a video sent), they accepted it for return in early January. It was returned via Australia Post and they receipted it mid January.

Despite number emails to the 'Support' email, I have had no follow up other than the latest one on 5/1/19 saying:

Hi Mike,
Thanks for your response and I apologise for the delay.
Our technicians are still thoroughly examining the phone.
Rest assured that we'll keep you posted.
If you have any questions or concerns, please let me know.
Kindest regards,
Mariedel
Customer Care Team

And nothing since, despite me sending several requests for updates. They ignore emails, they purposely (I assume) have no phone number to talk to anyone.

If you see a promotion for a Mobile from Kogan - run for the hills and then purchase it from a reputable local 'high street' provider where you can get instant service.

The small saving is not worth the agony if anything goes wrong.

I am owed over $1000 from Kogan and have requested a refund on multiple occasions per their advertised terms of trade and still no reply.

Hi - please respond to me email…. Better still... Call me to resolve!

*
Hi

Can you please comeback to me on my email below

Cheers

Sean

*

On sat, feb 2, 2019 at 4:40 pm +1100, "sean ward" wrote:
Hi there,

I notice i've been credited $777.40 for the tv, this obviously doesn't include the extended warranty. Can you please apply this and also, I do not wish for the credit, rather I would like a refund please.

Cheers

Sean

Cheers

Sean

On fri, feb 1, 2019 at 5:31 pm +1100, "kogan.com help desk" wrote:
#- please type your reply above this line -#
Your request #7004016 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.
Ernielou (kogan.com help desk)
Feb 1, 17:31 aedt
Hi sean,
Thanks for your reply.
I do apologise for the delay.
I have followed your issue in order to expedite your request.
I'll keep you posted once I get the update.
If you have any questions or concerns, please let me know.
Kindest regards,
Ernielou
Customer care team

I have a faulty product, not even faulty actually, you have sent me a bench ornament. I I have now sent 10 emails to Kogan/Dick Smith via the request form during the past 3 weeks, and am incredibly concerned by the lack of response I have received.
I purchased a new stand mixer, (Q4YPM938) only to unpack and discover the machine does not even switch on, have tried all modes of troubleshooting but the product does not work.
I have called the only phone number available, to be told via automated message to contact via request form.
I have had one response to which I was requested to send in a video (yes.. a video of my bench ornament), to which I promptly sent through and still nothing.
I originally wanted a replacement, however I would now just like a refund!

I have a faulty laptop I purchased in November. The battery is not charging and the laptop is just shutting off. So obviously a faulty battery.

I have been in touch via the 'so called' help line and sent emails over the last two weeks. Have not heard from anyone in regards to this matter.
This laptop is needed for my daughters schooling and I am absolutely appalled at the lack of care or help when a customer spends this kind of money.
I cannot believe that there is no helpline yet you have numbers to sell products to people. It is absolutely disgusting that a company in this day and age would be so inconsiderate.

I will be taking this matter further if there is no communication in the next week.
Will be recommending to all family and friends to not buy from you in the future.

On 6th feb.2019 I ordered 1xantler zeolite 3 piece softside roller luggage case set - charcoal order no. Xhtkk7nx, I pressed to pay with paypal and then there was a survey come up so I answered it, unbeknown I had ordered the product twice. I tried to get in touch with kogan to cancel the second order so many times they did not get back to me. All I want is a refund number so I can send it back. I am 71years old I cannot afford to pay for this twice as I am on a pension.

Brought tv from Kogan, I took it out of the box and turned it on and it does not work at all. Tried to contact Kogan on numerous outlets with no response feeling really upset and ripped off. This is unacceptable customer service and Kogan needs to be held to account for false advertising in regards to response and customer service and selling faulty products.

I order (1) x 365 days plan with logan mobile, but accidentally ordered 2 kogan mobile plan.
I also ordered a sony mobile phone for $249.00 through kogan.
Than I tried to cancel the sony mobile phone, one of the 365 mobile plan, as I didn't need two..
I emailed kogan on a couple of occasions the last few days, asking to refund the money for sony mobile phone worth $249.00. And refund for one 365 day kogan prepaid plan... Back to my zip pay account.
Kogan hasn't responded to my email... If they have... I cannot find the email, as i'm not good with emails.
Could you please kindly assist me with this matter.
Yours sincerely.
Kim o'grady.
Do date this day monday the 11th of february.
2019.
Time:

I purchased robotic vacuum received mid December 2018. However, on 25/1/19 the robotic vacuum started acting erratically tried all troubleshooting. On 30/1/19 Kogan requested video footage which I promptly provided on same day. It is now the 8/2/19 and after numerous attempts to get a response I have not heard a word. Resorted to making a complaint via Kogan Mobile hotline. Simply customer service is not goid enough and not being able to physically talk to a human being make the experience more frustrating!

I have been waiting 8 days for the kogan helpdesk to respond. I've followed up 3 times across this time.

I received 2 boxes
(a) the queen bed base,
(b) a box of items including screws, brackets and a set of instructions for a double bed. The box was sealed so my question to the helpdesk i've been asking for 8 days now is:

(1) please send queen instructions
(2) I received a box of leg, screws etc with double bed instructions. Are the items in the box generic and can be used for the for the queen bed also?

Please can someone respond. I have an installer waiting to start

I am writing in regards to the order Order # A2T2AHRM which was ordered on 16th Jan, but only received on 29th of Jan. For this so called 'express' shipping, I paid $40.

Upon opening the item (Certa 20" Briggs and Stratton Self Propelled Lawn Mower) I was shocked to find that it was not in brand new condition. It appeared to have been half assembled, with multiple scratches. I then also discovered that it was missing both the throttle cable and throttle assembly. Clearly, this item has been bought by another individual, half assembled with parts taken, returned to Kogan and then resold.

As you can tell, I am very disappointed and frustrated, and my lawn is now completely overgrown and we have had to pay gardening service to do this task.

I am hoping that you can refund my item in its entirety (including shipping and freight protection). I have already sent TWO emails which have gone unanswered! Please contact me via email (jade.[protected]@gmail.com) or directly on [protected] to discuss this matter further.

Supposed to be delivered yesterday 04/02/2019 but did not. When calling them they said they will call back shortly which they didn't. I called again they said they will call between 12-1pm and they didn't.

I have had enough with waiting for almost one hour each call to them then waiting at home to get the item delivered two days.

I disputed and asked for a refund so they can deal with their transporting issues but they refused to give a refund.

I will be lodging an official complaint through fair trading if they keep refusing to provide a refund on an item I have not received.