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Kogan Australia Customer Service Phone, Email, Contacts

Kogan Australia
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1.0 361 Reviews

Kogan Australia Complaints Summary

2 Resolved
359 Unresolved
Our verdict: If considering services from Kogan Australia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Kogan Australia reviews & complaints 361

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D
2:52 am EDT

Kogan Australia Faulty Product

I have purchased an airfryer in June 2020 and it has stopped working.
I am unable to contact Kogan because they don't have email or phone. The website want to me lodge a request via online and when I login then it ask for pin number which they will email but I am not getting any emails from them.
My warrenty will run out soon so I need to contact them ASAP and bit frustrated.
Thanks

Desired outcome: replace the product

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11:49 pm EDT

Kogan Australia Kagan account and emails

I had to open an account to ask a question about a product. Several days later, I have not received an answer to my question, but get several emails from Kogan, which I do not wish to receive. However attempts to unsubscribe have been unsuccessful since I cannot get into my account. I followed the process to recover my password, but I get to a page where I am being told that I will be sent a code, which I never receive.

I just want those emails to stop

Desired outcome: I want emails and notifications from Kogan to stop.

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10:22 pm EDT

Kogan Australia Unauthorised credit card charges for 'Kogan First' & unable to contact customer service

I did not sign up but getting Credit card charges for Kogan First.
Cannot access account as Kogans email confirmation is not working.
Tried contacting Kogan by phone and online but every attempt returns to the email system that does not send the stated email.
It appears that Kogan make it impossible to make any direct contact yet their online system "customer care" is woefully inadequate and simply does not work. They have my correct email address ([protected]@hotmail.com) but their mail does not arrive and it is not in my Junk folder.

Desired outcome: Refund and Cancel charges for kogan first and fix their Customer Care system

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6:45 am EDT
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Kogan Australia clothing products with (very!) incorrect sizing (i.e. medium sizes marketed as xxl!!!)

I have been unable to directly contact Kogan.com complaints or customer support services.

There is an online form that allows you to submit a complaint (in this case a request for return and full refund), but it only allows you to submit a form for one item at a time (I have three from the same order), and then the "system" blocks you from submitting anything further.

I am copy and pasting my return and refund request to Kogan below, as it outlines my concerns, including my concern that their customer support policies and procedures do not seem to comply with Australian consumer law. I will submit a complaint to the Australian Competition and Consumer Commission if I do not achieve a speedy and fair outcome.

This is the first time I have ever submitted a complaint against a retailer, but I am so outraged at 1) the sizing discrepancy and obviously counterfeit products, and 2) the obscure and opaque returns and refund system, a system that seems to be deliberately designed to prevent people from seeking restitution and exercising their right to return and refund as per Australian Consumer Law.

Seriously, I can not believe that this company is allowed to operate like this?!

I hope you can help me, even if it is just by "putting the wind up" Kogan.com and expediting my return and refund.

Thank you and kind regards,

Joannah Reilly

[protected]@gmail.com

------------------------------------------------------------------------------------------------------

Customer support request submitted 04/05/21, regarding products received 03/05/21.

Dear Kogan / Zmart Australia / Fresh Idea Living,

I am requesting a return and refund on the items listed below, received yesterday 03/05/21.

These items are not sized correctly. I purchased the largest sized items (XXL / AU 20-22), however these items are SEVERAL SIZES TOO SMALL for this sizing.

I am a size XL / AU 18 - 20, and if the sizes of your products were correct, they should have fit me comfortably if not loosely. However, these items are closer to M / AU 14-16, they didn't even come close to fitting me.

From researching your website, your return and refund procedures seem very opaque and obscure to discourage people from seeking remedy. And, to put this request in perspective, if I had purchased clothes that were maybe a size too small, or that fitted a bit too tight, I would probably have just written it off as my bad consumer decision.

But this size discrepancy is so outrageous I will not accept anything other than a full refund - I will be happy enough with Kogan store credit.

Just so you understand, if you are resistant to me returning these items and refunding them, I will be lodging a formal complaint with the Australian Competition and Consumer Commission (ACCC) as your opaque returns and refund policies seem not to comply with Australian consumer law. I may even notify Wool Industries Australia, as your products are obviously Chinese counterfeit "Australian Merino Wool" products but manufactured to Asian sizing. Yes, Australian consumers want cheap products, but not rip-off counterfeit products that do not meet even basic quality standards.

This was a totally disappointing experience, consumers should be able to rely on basic parameters when it comes to product standards, this is particularly important with the sizing of clothing.

I expect all items listed below to be accepted for return and fully refunded.

Kind regards,

Joannah Reilly.

Order: 3GNE6KVX

1 x Women's Merino Wool Tops Thermal Underwear Pajamas - Women's Floral Top Burgundy B (Size:20-22), Zmart Australia,
$15.10 ea = $15.10

3 x Women's Merino Wool Blend Thermal Pants Leggings Underwear- Women's Leggings - Black [Size: 20-22 (AU 2XL)], Fresh Idea Living.
$15.10 ea = $45.30

2 x New Women's Merino Wool Tops Thermal Underwear - Women's Top - Black (Size:20-22 (2XL)), Zmart Australia,
$15.10 ea = $30.20

Total Refund = $90.60

Desired outcome: Return of products and full refund (store credit is fine)

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6:12 am EDT

Kogan Australia Shangri la bed king

I ordered a bed on 19/3/2021. 2 of 3 boxes were delivered on 31/3/2021 and I have received assistance from the help desk to contact Allied Express, the delivery company, and organised the missing box to be delivered. Unfortunately, the wrong box was delivered and now must be returned and checked before Kogan will deliver the missing box. This will take up to 2 weeks from when they receive the wrong box. I have repeatedly asked to receive a refund or store credit.

Desired outcome: Full refund or store credit

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5:07 am EDT
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Kogan Australia Order cancellation request

Placed an order (order# XK4WTB4U) with Kogan Australia and requested for cancellation within 24 hours time period and before the order is despatched, requested using kogans website and was provided with case ref number as "9621952". I didn't receive any reply nor the product was delivered. After waiting for two days time, launched another complaint using kogans website channel
(no customer service phone details are available for Australian customers) and was provided with ref number as 9628478 but to no avail, not a single response from kogans customer service yet. Please help me on this regard.
Thanks
Um Ul Wara Irfan
[protected]@gmail.com
[protected]

Desired outcome: Refund of full amount or product delibery asap

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2:22 pm EST

Kogan Australia Mobile Phone Plan

I bought a Samsung mobile phone from Kogan in December 2020. It arrived with a bonus 30 day SIM card. To activate the SIM card it is necessary to do it on-line.
Their on-line site is designed to get you to buy a phone plan. I bought a 12 month phone plan, yet was unable to activate the free SIM card.
The only way to get to their Help Desk is by phone. Your call will eventually be taken by an Indian National with limited English skills and no customer service skills at all. In dealing with my issue I was under the impression that he was intentionally being evasive in offering me assistance. His only advice was for me to return to the Kogan web site and try to activate the SIM again.

Their on-line SIM card activation site is flawed. Their system fails to recognise their own Code numbers.

I again phoned their Help Desk to be told that they would refund my 12 month phone plan. This was their way of getting me off the phone line. Give me a refund assurance and then go back to watching the cricket on TV. There was no attempt made by them to activate my SIM card manually.

I am still waiting for this refund. Whenever I phone their Help Desk and mention the word "refund", they hang up on me. Quite obviously they have no intention of providing the service I have already paid for and refuse to refund my money.

Kogan should have their business licence withdrawn.
My matter amounts to fraud. Obtaining a benefit by deception is fraud.

Desired outcome: A full refund of $150

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5:28 am EST
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Kogan Australia Have my past address jammed in their system - I cannot change it

After at least a dozen attempts and emails, I have still not managed to get Kogan to update my address to my current address. They are impossible to contact, and have a bunch of half wits messing around with email when one intelligent person on the phone for two minutes would have the problem sorted, I now have to wait for a month to find out whether or not my package goes 400klm in the wrong direction. The package also has no tracking. Kogan's have NO customer service and this has been so frustrating I have decided never to shop with these idiots again. F*** you Kogan's. You know they're scamming when you can't contact them to talk to.

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Sebastian Myers
, US
Dec 17, 2020 10:19 pm EST

Neither of these phone numbers put you through to anyone. Just a recording that hangs up. No response to emails

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1:06 pm EST

Kogan Australia 5 tier plant stand..

I will never buy anything from Kogan again, , Just opened the box to put it together, no instructions, no pictures and about four of the slats were off.. They are held together with tiny little staples, very poor quality. I was disgusted and never buying from them again, cheap junk..

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10:56 pm EDT

Kogan Australia Kogan first theft

i bought a chair from kogan in august. no problems. later they used the visa information i provided to charge me for so-called membership of kogan first. i did not realize it until three months later. i lost around $48 dollars. i had to change my credit card to avoid further losses. it caused me great inconvenience as other sellers do not charge without first obtaining customer's consent.

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9:20 pm EDT

Kogan Australia Refund from kogan

Ordered a product on line from Kogan and I was disappointed in it when it arrived. I didn't change my mind (per ACCC) but the product was not fit for purpose as far as I was concerned.
I then requested Kogan to refund the purchase price but I have instead, received a store credit which is of no use to me at all.
I have tried to contact "someone" but all their site seems to do, is move you from one tick box to another until you get completed fed up with the system. I'm never going to use the credit and I want my money back.
To top this off, I have been charged, direct from my credit card, and amount of $11.00 for Kogan First whatever that is. Talk about a rip off!
Not happy Jan

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2:44 am EDT

Kogan Australia Smart TV

I have an issue with a very recent purchase of a kogan smart tv as a loyal customer
I have constantly tried to resolve the issue going back and forward
Noting and implementing suggestion to resolve the issue, I now seem to be shut out from the help team.. The final straw has be reached and consumer affairs will be notified.. Had enough

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3:14 am EDT

Kogan Australia 58" smart hdr 4k uhd led tv android tv™ (series 9, ru9210

I purchased this TV on the 15/04/20, within a few days I was having problems with it and contacted the Kogan Help Team, after running numerous tests and sending video's of the issue, eventually a replacement TV was sent out to me, the New TV now seems to also have issues so it seems these TV's may not be reliable, on Saturday the 1st of August, the TV screen for Foxtel HDMI1 was very very dark and you could hardly see the screen, after trying to adjust the colour and Contrast I then changed the cable to HDMI2 and it was the same, the TV worked fine on Netflix and the normal Free to air channels, it was only the Foxtel Channels, I then contacted Foxtel, who ran through all their Diagnostic tests and Nothing Changed, they then assumed that it may be a problem with the Foxtel Box and arranged for a new one to be sent, the New Box arrived today, after plugging it in the HDMI Channels are exactly the same and still very dark to the point you cant see the picture, so now I realise its a problem with the Actual TV.
I think at this point I would like to get a refund as this is 2 TV's in less than 4 Months that don't work properly
SKU: KALED58RU9210SUA
Description: Kogan 58" Smart HDR 4K UHD LED TV Android TV™ (Series 9, RU9210)
Line Item Price: $649.00
Line Item Total: $649.00

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8:29 pm EDT
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Kogan Australia Help service

I made 2 separate purchases of asic runners online on tuesday 16th june. I realised immediately after my second purchase that I had mistakenly bought a second pair of mens runners, I thought the second pair were women's.

I immediately contacted them through my account requesting a cancellation on the second item due to a purchase error. I received a ticket number via email, I contacted them on 3 separate occasions as the items were not at that stage being processed.

They completely ignored my requests and have now notified me via email today that they have been dispatched. But what is worse is the other pair I purchased and did not try to cancel are still processing.

Also after a bit of research into them and items they sell, they are advertising these runners at an alleged discount price of $175 when in actual fact asic are selling the identical shoe at the moment for $99

Please assist, this us $187.00 including postage. I have looked for a contact number. They deliberately evade customer enquiries

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9:28 pm EDT

Kogan Australia ASICS Women's Gel-Kayano 26 Running Shoe (Midnight/Frosted Almond, Size 9 US)

1. I ordered the shoes 03/03/2020 - they did not arrive until 01/05/2020. This is over 8 weeks later. The order was placed well before the COVID outbreak in Australia.
2. I asked 5 times how to lodge a formal complaint and this was directly ignored. The person ignoring my request was Angela - see email train for evidence on this correspondence.

I will be escalating the poor service - both product delivery and customer service. I am appalled I had to chase the delivery to have it posted and ask 5 times for how to make a complaint. This is unacceptable.

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2:10 pm EDT

Kogan Australia 3m 9502v+ kn95 particulate n95 respirator mask (25 pack)

Order: 3U4Y4JJT

I am complaining about your company's poor customer service and being misled by your website information about the availability of a product.
I purchased the above-mentioned product on the 20th March 2020 and paid over $300 for it.
It was on Pre-sale and the website stated that it would be available on the 24th March.
On the 24th March, the website stated it was still on Pre-sale and would be available on the 31st March.
On the 31st March, your website advertised the product as being available for purchase and Low Stock (no-longer on Presale) and could be delivered within 1-2 days.
Since I purchased the product Kogan no one from your company has contacted me! No or any information about the status of my order, delivery estimates, nothing at all!
I sent an email to your so-called Customer Service reps. I was told that it was too bad and my order was delayed at the warehouse.
This customer rep. did not do anything to help me, did not make any enquiries, and did not give me an estimate about the delivery of the product that I have purchased.
I sent another email to enquire about my order on the 31st March and received an email stating that "we are sorry your order is taking so long; I have asked the warehouse to provide me with an update".

Finally! Someone at Kogan did their job and made an enquiry and told me they would get back to me.

What the F have your workers been doing since I purchased the product of the 20th March?
Bugger all! No contact what so ever!
Your happy to take my money and keep me hanging and discriminate against me, prioritising others that ordered the same product after I did!
You may be doing great business on asks these days, but that won't last.
You think you can treat your customers like crap, but I can tell you that if that's your policy, its flawed.

What do I want?

Send me my product today! Now!
Communication, letting me know when I can expect to receive it, tracking information and so on.

If you cannot send me my product as of TODAY, I want a full refund immediately!

I will also delete my accounts with Kogan and Dick-smith and make a complaint in relation to your company discriminating against me and taking advantage of the pandemic (False Advertising and Price Gouging).

Thanks for your great customer service,

Kamal Bekhazi

Contact Details
Full name
Kamal Bekhazi
Email address
[protected]@yahoo.com. au
Phone number
[protected]

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5:24 am EDT

Kogan Australia Faulty product

Purchased 19.11.2019 for my son for High School, at the 1st week or two of the last term for 2019. He only used it at school & very little time at home for homework. My 12 yoa son complained that he did not have enough room to download his Science book. Upon looking at the Laptop I found I couldn't 'update' Windows & it was saying there was not enough space to update.
I contacted Kogan.com 14.2.2020 only through an email service & had to wait for a reply.
Customer care at Kogan.com replied on 14.2.2020 as I thought that they had sold me a 32GB instead of a 64GB & they informed me that I had bought a 32GB memory & could I provide a photo of the device showing the capacity of the storage that Windows 10 occupied.
17.2.2020 I gave photo's of the "Windows Update Database Error detected' & told them that I had a Faulty Laptop.
19.2.2020 was told to try and uninstall Windows. Wouldn't uninstall Windows.
20.2.2020 I told them that I do not want a repair or replacement want a refund.
20.2.2020 they sent instructions on '3 Ways to remove Microsoft account from Windows 10'.
21.2.2020 troubleshooting steps did not work. They said 'Unfortunately it appears that your product is faulty' they will arrange for the product to be returned at their cost.
22.2.2020 They said 'must be faulty' send it back.
26.2.2020 Return authorisation #RA1452201
1.3.2020 Confirm if I sent back the parcel with the labels provided
3.3.2020 Sent back via Australia Post to Mobile Device Services Factory 10, 21-25 Panamax Drive, Ravenhall Vic 3023
I repeatedly told them that I want a REFUND for the faulty product & I do not want it 'fixed by their technicians' or replaced.
They said 22.2.2020 'Once our technicians identify a minor issue with the unit, given the time-frame and the said nature of the fault, we have to elect or nominate a free repair.
8.3.2020 Update email, the item is on it's way and has been processed in Melbourne Vic facility.
12.3.2020 Confirmation email saying that they had received the Laptop and the Technicians are looking at it there will be a 14 calender wait.
12.3.2020 I said outrageous in a reply email. They said "When our technicians carry out their assessment they ensure that all provided information is taken into account and every avenue is explored before coming to any conclusion" "In the event that a product is assessed and a fault can't be found, we will make sure to contact you first before any further action is taken"
18.3.2020 Update email. Good news! I can confirm that your device is already on its way to you. With the despatch numbers.
They are returning the faulty Laptop.
I am so furious at this point.
Invoice #[protected]
Order #2NYFNRCB $404.98 incl. delivery

Would love to give you copies of the emails but your site will not take document PDF's so I cannot give you the proof.

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4:39 am EDT

Kogan Australia Broken Box which I turned back and send a picture without response and a faulty product for which no response has been given

Kogan Australia : Am a Kogan First Customer and have purchased many items from them; one thing that I notice recently is that customer care is almost non-existent.
I ordered a TV and got a broken box which I subsequently took a picture and did not accept a broken box; and immediately sent them an email to ask them to resend another good box.

No response came back from them.

Two days later, I received an 8 in one USB to LAN adapter which I received today, and in spite of testing the same thing on two machines, it gave the same issue. Seems like Kogan branded products are now getting very bad.

I want either a refund for the products or alternatively a working model and if the Kogan team can at least respond to customer complaints after they sent broken products to their customers. And we need a phone number to talk with a human being especially when their help desk website gives you a run around before you can even write to them about the issue at hand.

Disappointed to say the least.

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1:01 am EST

Kogan Australia first membership

Hi, I've ordered Fitbit Versa2 through your website and by the time of the purchase it was automatically signed me up for Kogan first membership which I never wanted. I only realize this once my account got debited of $99 for the membership fees which I was shocked to see. I'm not happy with this unexpected payment and want my money back Kogan took out from account. If I don't get a positive outcome for this I will take this matter to the Ombudsman to get this resolved. When I did reserch on this I saw lot of reviews from other unhappy customers who experienced the same issue as me aand it was very shocking to see that a reputed online retailer like Kogan also misleading their customers. My wife was your regular customer which made me to have trust on you but don't think either me or my wife will be your customer anymore. I do appreciate if you resolve this matter as a priority and refund my money back to me as I can't afford to have unnecessary expenses at the moment. Thanks for your help and looking forward to a positive outcome.

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9:55 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Kogan Australia unauthorized credit card charges for recharge for my plan which expires on 08/01/21.

My existing plan Expiry date is 06/02/2020 and your agent told me that I only need to pay AD155.00 for renewal. However, my ANZ Bank January 2020 Statement invoice printed a transation of $164.20 on 09/01/2020 by Kogan Mobile on VODAFO Syney. Therefore, refund $8.80 and change the expiry date to 06/02/2021 instead of 08/01/2021.

Meanwhile, I prefer to renew my plan via your agent instead of charge to my Bank Card directly.

Regards,

Liew Kiew Hung

Phone Number: [protected]
email: [protected]@gmail.com

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Kogan Australia In-depth Review

Website Design and User Experience: The website design of Kogan Australia is clean and user-friendly. The layout is intuitive, making it easy to navigate and find what you're looking for. The search function is efficient, providing relevant results quickly. Overall, the user experience is smooth and enjoyable.

Product Range and Availability: Kogan Australia offers a wide range of products across various categories. From electronics to home appliances, there is something for everyone. The availability of products is generally good, with most items in stock and ready to ship.

Pricing and Value for Money: Kogan Australia is known for its competitive pricing. The prices are often lower compared to other retailers, making it a great place to find a bargain. The value for money is excellent, considering the quality of the products offered.

Customer Service and Support: The customer service and support provided by Kogan Australia are top-notch. The support team is responsive and helpful, addressing any queries or concerns promptly. They go above and beyond to ensure customer satisfaction.

Shipping and Delivery: Kogan Australia offers reliable shipping and delivery services. The delivery times are reasonable, and the packages are well-packaged to prevent any damage during transit. Tracking information is provided, allowing customers to keep an eye on their orders.

Return and Refund Policy: Kogan Australia has a fair and transparent return and refund policy. If you're not satisfied with your purchase, you can easily initiate a return and receive a refund or exchange. The process is hassle-free and customer-friendly.

Product Quality and Durability: The product quality offered by Kogan Australia is generally good. The items are well-made and durable, ensuring they stand the test of time. However, it's always recommended to read customer reviews and ratings for specific products before making a purchase.

Customer Reviews and Ratings: Kogan Australia has a section on their website dedicated to customer reviews and ratings. This allows potential buyers to get insights from other customers who have purchased the same product. It's a helpful feature that aids in making informed decisions.

Payment Options and Security: Kogan Australia offers a variety of payment options, including credit/debit cards, PayPal, and Afterpay. The website uses secure encryption technology to protect customer information, ensuring a safe and secure checkout process.

Loyalty Program and Rewards: Kogan Australia has a loyalty program called Kogan First, which offers various benefits to its members. These include free shipping on eligible products, priority customer service, and exclusive deals. It's a great way to save money and enjoy additional perks.

Mobile App Experience: Kogan Australia has a mobile app that enhances the overall shopping experience. The app is user-friendly, allowing customers to browse and purchase products conveniently from their smartphones. It's a great option for those who prefer shopping on the go.

Social Media Presence and Engagement: Kogan Australia has a strong social media presence, actively engaging with its customers on platforms like Facebook, Instagram, and Twitter. They regularly post updates, promotions, and respond to customer queries, creating a sense of community.

Environmental and Ethical Practices: Kogan Australia is committed to environmental and ethical practices. They strive to reduce their carbon footprint and work with suppliers who adhere to ethical standards. They also have initiatives in place to recycle electronic waste responsibly.

Competitor Comparison: When compared to its competitors, Kogan Australia stands out for its competitive pricing, wide product range, and excellent customer service. While other retailers may offer similar products, Kogan Australia consistently delivers value for money and a positive shopping experience.

Overall Rating and Recommendation: Overall, Kogan Australia is a reliable and trustworthy online retailer. With its user-friendly website, competitive pricing, and excellent customer service, it's a go-to destination for a wide range of products. Whether you're looking for electronics, home appliances, or other items, Kogan Australia is definitely worth considering.

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