Kogan Australia
reviews and complaints

I bought a TV from Kogan and it was faulty. I was only able to contact them via email and it was very frustrating going back and forth as they would reply only with scripted comments.
I had to provide them videos and photos of the picture and sound quality being faulty.
after a couple of weeks they decided to organise a courier to pick up the TV. I didn't have the original packaging so they said I have to organize it myself. so I did. I organised and bought a box and bubble wrap and masking tape and they got their courier to pick it up.
It had been with them for 22 days before they decided to tell me it was damaged in transit and it was my fault and its not covered under warranty.
this is not fair. and its utter nonsense and all I want is my money back especially now the TV was damaged further under their care.

Dear Kogan complaints board,
Today I spoke with your service [protected] (Asher) in regards to a Samsung Galaxy S8 That I purchased through Dick Smith's online... my phone arrived in full Kogan colours and only to find my is locked and I'm unable both by my provider and your service team to unlock. After explaining my problem to Asher several times to NO avail and also requesting to speak to his supervisor who could not be bothered with me was sent back to my provider who could not help and sent me back to you guys I then speak to another whoms name I can not pronounce who in turns starts giving me the run around. Finally upon second request for his supervisor Raug came to the phone who in turn didn't seem to want to be help and the run around was again received... my complaint is simple...
Purchased a Dick Smiths Samsung Galaxy S8
It is locked and I require a network code to unlock it
I tried to email Dick Smith's my self but my email would not send
My provider bent over backwards to help and also indicated that all Kogan phones are sold unlocked and feel mine maybe faulty
It was indicated by Asher, that I was lazy and wanted him to do my work for me
In return I have spoken to your guys twice and my provider twice both of which point the finger back at each other and the Dick Smith's to whom I can't contact...
So my response 24hrs is all I'm going to give for a fix or off to the Ombudsman for telecommunications I go...
So please help! Oh and according to the your group there is no complaints department they are the highest I could go.
Regards,
Helena Atkins

This product was ordered in February (order VDMXEYEV), paid for ($279) by Paypal and dispatched on 13 February 2018. However, it was not used until yesterday (19/03/2018).

When a start was attempted, the starting cord handle broke into three pieces. A start was achieved by pulling what remained of the cord.

Within minutes, the cultivator failed to respond, both to the throttle and the on/off switch and could not be stopped. It accelerated to full throttle and required two people to hold it while the fuel was drained from it.

I do not wish to have this machine repaired, since I consider it unreliable and dangerous.

My Kogan transactions have until now been quite satisfactory, but in this case I would like to receive a credit for $279, or the right to use this amount to purchase other Kogan products.

I do not hold Kogan responsible for the failure of this machine.

Robert Dalvean
25 Warwick Road, Greensborough, 3088
[protected]
robert.[protected]@gmail.com

Dear Team,

I emailed to your CS Team about my vaccum status, as your team members help me follow up my case as the vaccum cannot being fixed, so I suggested few opinions, we were keeping emails till last Thursday.

I do understand we got a long weekend, start from last Friday till now, I do not get any email or one sentence from your CS Team, even the staff said raised to the senior team,
I am very upset that No one would like to reply a customer one word! Even you can reply me "still handling" instead of none!

So, my vacuum cleaner sent back to your office on 13/2, also you provided the replacements they are not I want or similar as my previous model, I told few ideas to deal with it. However no one reply me at all!
I cannot believe at the beginning you guys response me quickly, and now even one word like wasting your time.

I am very upset with this, if you guys cannot make anything to me with this kind of service, I recon refund to me as soon as possible then I can get a new vaccum cleaner!

Thanks,
Teresa

Return number RA1217995

Your customer service is disgusting.
You've had my returned tv now since the 29th of January, after I had it for only 2 days & returned it faulty.
Lack of response to emails is pathetic. You do not allow phone calls for customer service, only email help is available & you don't reply.
Send me a new tv for god sake, its easily rectified but you dont. So now I'm complaining out loud.

Not long after I bought the towels I complained to Kogan that they were shedding and there was fluff all over the bathroom and my body. I sent photos as requested, and their reply was that it will go away and persevere with them. Almost now 18 months later it is still happening. Of course now they are saying the warranty has run out and they cannot refund me, but as a goodwill gesture they will replace them, but they asked for photos of the towels and the fluff. I did as requested, and now they do not reply to my emails, they completely ignore me.
I believe that Kogan buys stuff from suppliers that do not sell, or have gone into receivership such as Dick Smith, at a very low price, and then resells to unsuspecting buyers who think they are getting a bargain.

I purchased a small 365 day plan on promo for $152.10 on 3feb18. I waited till I received the sim to then activate the phone, but could not do so as it was requiring a voucher code. I never received one, so have been in contact with kogan to request if they did send me a voucher code to please just resend it, so back & forth at least 20 times without much luck.
Kogan customer center said they are not able to help as the online people I made the purchase from are different and they don't obviously communicate, and the online people do not have a phone contact nbr... So I had to email them...20 emails later, I do finally receive a voucher... But one for a completely different plan... It was for xl 30day 23gb plan for $49.90... I paid $152.10.?
So whats happened to my $152.10 and why have I got one for only 30days..? At $49.90 a month..?
This is for my mum who hardly uses the phone but needs it, as I did this same thing last year and it went smoothly.
When I requested that if I could get a refund or even a credit to my account, so I can purchase another small plan and start again, kogan tell me they cannot refund me without a voucher nbr..?
But I didn't get one..! How can I give you a voucher code when I don't have one..!

This is the payment I made on 03feb18.
•
• visa-kogan.com t3ndm9fw melbourne au#3381277 (ref.[protected])
-$152.10

Rozz morris

**** DONT BUY ****
It specifies that you can extend it witha SSD M2 up to 500GB. This is important as the words 'up to' means that inserting a 500GB does NOT work as it also takes the 64GB and ant SSD storage into account.

please see - http://www.gadgetguy.com.au/kogan-altas-cheap-13-3-convertible-notebook/

Dispute two tickets absolutely no response from there support or customer services team.

Dear / sir madam, please note i'm sending you a copy of the e mail as I send it to help desk, there are lots of empty spaces, you have to go down to the very low of the page. Re : this issue this it is the 3th time that i'm geting refuse by "help desck" // Re: [Kogan.com Help Desk] Re: Follow-up for Kogan.com Phone Call
jose deus
6:19 PM (27 minutes ago)
to Kogan.com
I'm extremely disappointed, and offended!. You are saying that I'm a lair?. We are Kogan customers for a very long time and never have question or enquirer your Service before, we have been happy with the services and conditions.
Can assure you that if you look at the "bottom of the e mail offer" that was send to me, there is the mop offer and it said "chosen just for you"! until 25 - 26 January 11.59!
I can tell you I do want this Mop, and I would it purchase even with out the Free Shipping!. I wont be any richer or poorer for $ 14 worth of "free shipping". But yes I'm insisting on this issue for the moral on your behalf of not respecting an advertising that if it is not what have to be, why did you published and send it to me?. And my own credibility, I do not like to be told that I'm LIAR! As well as I have said I want the product, and I will be purchasing it else were, where my money, and customer credibility it would be appreciate! Money it is not my "Issue in this matter, with you" it is Moral, Trust and credibility both ways! Ahhh, It is not JOSE contacting you it is the "Wife" judith deus!
Wed, Jan 24, 2018 at 4:02 PM, Kogan.com wrote:
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On Wed, Jan 31, 2018 at 1:58 PM, Kogan.com Help Desk wrote:

#- Please type your reply above this line -#

Your request #6325058 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.
Thomas M (Kogan.com Help Desk)
31 Jan., 13:58 AEDT
Hi Jose,
Thank you for your reply with this information.
The email you have attached does not have the Kogan Premium 360° Spin Mop with Dispenser and 5 Mop Heads you were looking for.
The email where this deal was featured was on this email from the 22nd of January
If you have any further questions or concerns, please get in contact with me again.
Kindest regards,
Thomas M
Customer Care Team

I purchased a 65inch tv just before Christmas. On Christmas day I open it up, plugged it in and see a obvious vertical dead pixel line. I contacted kogan on numerous occasions and you finally agreed to send it back for inspection for either repair or refund. Because of the crappy service I received from the beginning, I wanted a refund. It took 2-3 weeks before you even picked it up to inspect it. I was told it will take 14 days before you replied. Well it's been almost 20days with numerous email to you and I still haven't heard anything. You guys are impossible to reach by phone and now won't return my emails. I want to know what is happening with my case. I am extremely angry and frustrated. I will put a complaint in to the accc if I don't get a response in the next 24hours. This behavior is unacceptable

Purchased TV early late December 2018. TV arrived in good shape and the packaging was also undamaged. I plugged the TV in and no sound at all. I have left several written messages on their help line over the past two weeks and have not received any contact.

I will now contact Fair Trading with my complaint. I guess the low price is a signal of the lack of customer service and support. My advice now would be pay the extra 25% and deal with a reputable company.

I bought a brand new galaxy s8. The battery was faulty and I immediately sent the phone back. Kogan admitted the phone was faulty and refused to replace it with a new phone. Want to send me a refurbished phone despite the fact I paid full price. The customer service line doesn't work!. Please replace the phone with what I paid for or refund my money. I have lodged my complaint with fair trading.

I have a 49" Agora tv on assessment for now mor than 14 working days as per their policy and now they are asking me to wait more. The test to be done takes 5 minutes but the issue is the quality or faulty wifi and HDMI modules.
I have requested a refund from the very beginning but I've been told a decision won't be made until the assessment is finished. They had plenty of time unless they have SOOOOO many faulty product that it's too hard to handle

I bought a tv from kogan.com and it arrive faulty. Tv needs to be sent back to kogan. Instead of replacing the tv for a new one right away they are "fixing it" and advice it will be send back in 1 month. If I used the tv for a period then fixing it as a warranty issue then it's fair enough. As far as I know kogan have send me a faulty tv knowing that it will need to be repair and give me a refurbish tv. And it takes 1 month for which is not my fault to begin with.

Beware of buying, they take your money, supply wrong product, refuse to ship exchange till you send their wrong supply, after you return their wrong supply, they need again 15 Business days to evaluate, check before they confirm refund or exchange, I was treated for a toss when I bought Samsung galaxy 8 for $872, they supplied a product which is locked for EU SIM only, I paid them on 23 Oct 2017, today on 13 Nov still waiting for refund even after returning the product, all in I suffered all the pain, agony, hardship of going to post office, and this guys do not care anything for their regular customers - not even a regret or how did it happen !

I purchased a brand new 4k Television from Kogan. In less than 6 hours of it operating the TV screen went completely black, leaving us with nothing but audio.
Kogan's response to this is after four days of exchanging emails with questions is for me to fill out a form, follow a series of instructions as to re-packaging the item ( Because they accept no responsibility for damage in transit, if it's damaged that's my problem - No responsibility seems to be their motto ) and ship it back to them so that they can ascertain what is wrong with it and carry out any repairs.
How disgusting.
I purchased, in good faith, a brand new TV from Kogan that was essentially dead on arrival. They now want me to wait for them to collect the item, assess and carry out any repairs, and then, when that is done, to return to me what is in fact a reconditioned TV, not the brand new product, which I paid for in good faith.
Any other self respecting retailer would have apologised for the inconvenience, provided a brand new TV, and collected the rubbish that they originally provided.
But Kogan are not any self respecting retailer. I was given the distinct feeling that this is not out of the norm for Kogan and that in fact, what should be an embarrassing situation relating to the quality of Kogan's products, is a mundane occurrence that its staff are well versed in dealing with because of their frequency.
I am so outraged by this event, and the arrogance and contempt of this company towards a customer, that I have lodged a formal complaint with fair trading.
Be warned, do not buy any television products from Kogan as they are, as is obvious through my experience, and after now seeing many other similar complaints regarding Kogan and their Televisions, of extremely poor quality.
Remember! Six Hours! A brand new 4K Television that didn't even last Six Hours!
Remember, I paid for a brand new 4K Television that will in reality be a reconditioned, refurbished television.
Remember! I will be without a brand new TV for weeks whilst they arrange to collect, assess and repair it.
Six Hours!
And Kogan think that this is all fine!



I now have an email trail of 18 emails back and forth with kogan who refuse to allow me to return a king sized bed that arrived too firm, and poorly constructed so that the springs cause the person on it to "roll off" when close rot the side of the bed. The so called RRP advertised was $3799 and i was advised that the supplier sells them at this price. That is just a complete lie. The supplier, BDirect, appears to be a shell company with many people complaining about it. I've purchase beds before and the one that arrived firstly arrived rolled up!. thats usually not a sign of a $3799 bed. I immediately requested a return and was initially told that it would be picked up by courier for $40. which i accepted. About 2 hours later i was sent a retraction staing that the item was a premium product and as such not able to be refunded. Since then i have contacted the ACCC and the Consumer Affairs group in my state and am awiating advice or action. I estimate that at least 4 hours has been spent by Kogan staff in denying my plea, and my attempt to be rational. As a result the brand damage is pretty much permanent with me, which is a shame becuase the company iw ork for spends more than $20k per year on Kogan monitors. We wont be buying from Kogan in future as we believe that customer reputation is paramount.
What i received was a cheap and nasty $500 bed that is useless to me. What annoys me is that i took the gamble that this was perhaps a $1500-$2000 bed bought on economy of scale principles, but it just isnt. It doesnt even stack up to local $500 beds ive tried and seen at retailers.
To me, this is all kinds of levels of wrong. I've been advised that Kogan doesnt need to provide a return if i changed my mind. This isnt technically true either as many companies provide this such as Big W, Coles and otehr big retailers. Besides, i dd not change my mind, the item did not meet expectations which were heavily influenced by the RRP $3799 claim which as far as i can see is just bogus. I have a $2500 bed currently and there is no way on earth this is a $3799. I make this assessment based on 25 years working as a professional engineer, tertiary degree qualified and years of experience with products of all kinds.
What is most amazing to me is the disregard of reputation over a potential loss that amounts to the effort to restock the item, as i would be paying for the return fee of the courier.
It appears that Kogan will adhere to its policy regardless of the economic and social realities.
Regards,

On 13th July l ordered a Kindle. Nearly 1 month later l still have not received it. I have since cancelled my order and asked for confirmation of refund, yet have heard nothing from Kogan.
5 attempts by Kogan were made to deliver the Kindle. Each time the address was incorrect despite me advising them on each occasion of the correct address. I was advised that it had been redirected to my local post office only to find that it wasn't there either. I then had confirmation that it was being redirected to my home address (given that they kept omitting my are number from my work address), only to learn that they had sent it to my incorrect work address again.
Kogan has had my money for nearly 1 month. The present was a gift for my daughter's birthday which had long come and gone.
I have my own business and an offer of a token gift etc would be the least l could do to restore good faith to the customer ...but not Kogan, they can't even acknowledge my letter of complaint nor advise me of my refund.
I'm so disappointed. I have used Kogan many times but will not in the future, not only wont l recommend Kogan to my friends, l will go out of my way to discourage them from even considering using Kogan.

I bought a Dual Sim phone and one of the sim cards always defaults to the non existent 2G Network so it can only detect calls on one of my numbers. Their specs show the phone is Dual Standby but that is just not true in Australia.They told me even though I can't receive calls on both Sim cards, I can still insert two cards and that justifies listing it a Dual Sim phone and therefore I have no claim and they do not care about the "Dual Standby" claim on their web page.
I wasted $400 and this mob do not give a damn.

I referred a friend who bought a 365 day plan however I didn't receive my $10 credit. I understand from her that she used the link but when I wasted 40 min waiting for a Kogan rep to assist me all I was told was that she needed to use the link, then be logged in & spend over $35. She can't remember if she remember if she was logged in... nor should it be that difficult to receive the whole of $10 when I've recruited a new long term customer for Kogan.
All I want is my $10 credit- surely it's not that hard!