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Kogan Australia Customer Service Phone, Email, Contacts

Kogan Australia
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www.kogan.com

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1.0 360 Reviews

Kogan Australia Complaints Summary

2 Resolved
358 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 360

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K
9:35 pm EST

Kogan Australia kogan 65" tv

Hi

We purchased a Kogan 65" Agora Smart 4K LED TV (KALED65KU8000SZB) from Kogan.com in June 2018. The TV won't turn on, the Kogan logo comes up and it says loading and turns off after 30 seconds.

We have tried to reset the tv by switching off at the power & holding down the on button on the remote. We were told by Kogan help desk to turn on the power source switch which our Kogan TV doesn't have.

I emailed Kogan back to tell them this and we haven't heard back from Kogan.

We bought a 3 year warranty for this TV aybe useless as we can't get a simple thing fixed.

Can someone please contact me in [protected] as I would like our TV fixed or a refund processed for our fall amount paid asap.

I am unable to attach our Kogan invoice & receipt.
Our Invoice information is
Invoice # [protected]
Invoice Date: ‎21 ‎June‎ ‎2018
Order # VPYNUC7U
Order Date: ‎20 ‎June‎ ‎2018

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6:44 am EST
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Kogan Australia portable air conditioner

I bought a 6.05kw portable air conditioner and received an3.5kw air conditioner. I emailed their customer service with photos of the product and they requested receipts. I emailed the receipts. They then took 3 days and two more emails to respond. They told me that it was wrong and they would replace it. Nothing arrived. I then emailed them again with no response another three or four times. Was told again they would send it out. Still nothing arrived. I told them then I wanted a partial refund to make the value of the product I received be equivalent price to what it would have been if I had purchased a 3.5kw air conditioner. They told me then that 6.05kw was the maximum cooling capacity. It was advertised as a 20000btu item at 6.05kw. I emailed them 16 times in total to be sent the wrong product, lied to about a new one being sent out then got told that the product description was correct even after I received an email from them stating I received the wrong product. I put in a complaint about them to fair trading nsw. I will call my bank and put a charge back through if unsuccessful. It is obvious that Kogan have no intention of sending me the correct item, giving me a partial refund or even communicating with me.

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8:26 pm EST
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Kogan Australia mobile phone htc u11

I bought a new mobile phone HTC U11 off kogan.com and it arrived unsealed, appears to have been opened or tampered with previously scratchy box and inside was extremely dusty. The dust was all around the phone and accessories as well as inside. I contacted kogan regarding this and was appalled as this appears to be not a new item. Also the item is of not Australian stock as it came with a HTC charger that does not fit the AU socket. They sent me a white adapter to go with the otherwise black HTC phone, charger and cables and all.

I wrote in to let them know this is not acceptable, and that it is not too much to ask that upon arrival a new phone should be sealed, unopened, and clean of dust .( I have worked for Telstra for more than 10 years to know this is NOT acceptable) and also a charger to actually work in Australia instead of one provided that is mismatch in terms of brand and color. Upon further testing as I bought the phone for its great camera reviews, the phone did not Auto Focus while I had another HTC U11 phone to compare with at the same time. So overall, either the phone is Refurbished, Second Hand or Lower Grade phone. And not quality assurance approved.

Kogan tried apologised by saying they have "Forgotten" to seal the phone with their quality assurance seal. Well that is their fault and as I am dissatisfied with way the phone arrived, I demand a full refund. But they refuse to help me and kept handballing me from consultant to consultant. Giving excuses when they made a mistake and shipped out a product that is not brand new and quality approved.

I believe with all my heart that this is a scam and a rip off and extremely bad customer service. I demand a full refund and any company should not be selling crap to customers charging premium price.

I have lodged a complaint with consumer affairs today. I already told the consultant numerous times, pls just resolve and give me my money back as this is extremely bad service, and stressful for the customer. But they keep passing my dispute to another staff to only start at the same way the last person replied! All I wanted is a new phone and not spending my time chasing after a company for taking my money, and sending out questionable goods. (and yes i gave them all the stuff they requested, photos, receipts, order no.)

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7:18 pm EST

Kogan Australia delivery of goods

Purchased an Item. Order Number YNWF3739 / Invoice [protected] - Tracking Id [protected]. Contacted Toll as delivery should have been received 16.11.18 and I paid for delivery, Toll advised me they have not received the goods from the supplier therefore there is nothing to ship.

No phone numbers available to speak to anyone - Please contact me to advise where my goods are? I have a mattress being delivered Wed but no bed to put it on - very frustrating that I need to chase up the order especially when I have paid for the delivery fee. If the Order is not available on the webiste or in stock even though it shows as of now on website that it is can someone please explain?

Call Anne [protected]

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Tee_elle
, US
Nov 26, 2018 6:32 pm EST
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Something similar has happened to me, Toll have "lost" the parcel but I can't hold of Kogan to cancel the order and have a replacement sent out. Not sure who is more incompetent or who has poorer customer service, Kogan or Toll. At least you can call Toll but all they say is they're "investigating" but Kogan have to be the ones to cancel the order and offer a refund.

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5:07 pm EST

Kogan Australia kogan 65" smart hdr 4k led tv (series 8 mu8010)

Order #PBB6JPMQ

I would like to make a complaint about the service provided. Placed an order for the TV about a month ago, unfortunately need to wait for a while to finally get the notification of the delivery. (Which is fine, i can wait). I got a call from the customer service because they were trying to delivery the TV. We have agreed the TV would be delivered on Thursday. Then she said she couldn't provide the time (which is fine), but she can provide the timing (either morning or afternoon), then we would be notified an hour before the driver arrived. I got the text in the morning on the deliver date - Thursday (15/11/2018) around 6:10am.

"Confirming your order for today is scheduled for an AM delivery. Our driver will contact you 60 mins before arrival. Additional charges may apply is no one is available to accept delivery. if there are any issues call QLS on [protected]. Con note # [protected]"

I got a call from the driver around 9:19 am, saying that he will be there in 20 mins and he wouldnt be able to wait around or come later in one hour.

Like.. really? we all are busy as we all have job. I arranged for the delivery for Thursday because thats the only day someone will be at home. ( they dont do delivery on weekends)

My partner has to pick up his daughter on that day, but i have told him not to worry about the delivery as they mentioned they would notify 60 minutes before hand, so he would have enough time to plan around. He normally picks up his daughter at 10 - so he would leave home at 9:30am.

The point of buying online is for the convenience. Plus we paid for the delivery service.

If you are telling people that you would give them 60 minutes notice, please keep your words. The driver kept on pushing, insisting that he would be there in half hour. otherwise, he wouldnt be able to deliver the TV. because he kept mentioning that he would get there in half hour, he couldnt leave the house.

This is really disappointing.

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12:53 am EST

Kogan Australia refund not received after an email stating a refund has been sent

I have had so much up and down with an E-bike purchase I got from Kogan.
One model broke and was replaced, the other also broke due to a seperate issue on day 1 of being replaced so I requested a refund,

After almost a week after it had been returned to them, I sent 3 follow up emails and started a second ticket and finally they replied, stating the original order (made through PayPal connecting my Bank Account) had been reveresed and I should see the money in my account within 3 to 5 working days. This was Monday 5th of November.
It is now Saturday and no funds have been recieved.

I have sent 3 follow up emails since Thursday and no email reply back from Kogan has been recieved.
I have requested in one of those emails for a formal acknowledgement or a receipt stating that the funds had actually been reversed so I know it is simply a banking issue and nothing more.

I believe now Kogan are going to prolong my refund as long as humanly possible and eventually cease to refund me. The money for the bike was spotted by my girlfriend as a gesture to help me with alternative transport. So I would like to pay her back but I cant since KOGAN HAS MY THE MONEY STILL!

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4:40 pm EST
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Kogan Australia apple iphone 7 plus refurbished 128gb black

Please can a manager call me on [protected] as soon as possible. I submitted an email and was trying to explain to Joe D the problem with phone I received but he will no longer reply. I have received an Apple iPhone 7 Plus which I bought for my daughter and it is faulty the screen does not respond at all. I cannot set the phone up, I cannot restart or restore the phone it is completely unresponsive. Everything Joe D suggested does not work. I would like to return the mobile and the SIM that has not been activated at all and request a full refund. This phone was bought for my daughter and cannot be used at all. It says it should have been thoroughly tested and in 100% working order. This has not been tested as you would have known instantly that nothing on the screen works as I found out as soon as I tried to use it. Please also advise contact details of the Ombudsman your company is covered under. I request a full refund, nothing else.

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2:56 am EST

Kogan Australia 55' smart tv

Im so sad and distressed after purchase a tv from kogan. It stop working after 1 mth and kogan did not reply to my several emails. I have a fight with partner as i warned him not to buy online tv but he not listen and we are now in a mess. We cant get another tv without a refund from kogan. We have to feed 2 kids and pay huge mortgage and now we are stuck with faulty tv where we have no one to turn to. Pls anyone can help us..kogan is really not exist if something went wrong. And yet business still continue selling his faulty tv and more customer will fall in the trap and more and morE victim

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6:14 pm EDT

Kogan Australia unethical behaviour

Unethical behavior returned Tv with in 14 days no mention when buying of only credit if things go wrong or no 14 day cooling of period must be the only company in Australia that can get way with this behavior all I want is my $600 back no credit Kogan phone numbers dont work, machines send me dud answers, All round Kogan need to take a close look at it self start by looking at the top of page one star and thats only because you cant go any lower my kogan number 6758345

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2:17 pm EDT

Kogan Australia A mower

I purchased a mower from Kogan. This mower stopped working on the second use. Kogan insisted I send it their supplier for repairs instead of back to them. I was sent a recommend courier service to use who wanted a information for the delivery person's name, phone number and email address. Kogan never gave me this information even tho I requested it three times even sending them the form I had to fill in. After all this time I was upset and angry at their lack of help so asked for a full refund on the faulty mower, this request was completely ignored. So I used another courier (grass was/is getting too long by this time) and sent it this so far had taken four weeks. Got a reply after the mower was received fault found and fixed mower tested ready for pick up. As there was a fault I pointed out to Kogan that they were responsible for transport costs. Sent receipts as requested. Sent courier back to pick up mower, the supplier told courier they knew nothing about a mower repair to be picked up. I got a message from Kogan saying that to pick up the mower photo I.D. required ? Couriers need to show photo I.D. or do they expect a 70 year to drive all the way to Sydney to pick up a mower they sold and was faulty in the first place. So all I have now is long grass.

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Irene Webb
, US
Mar 22, 2019 1:19 am EDT

KOGAN - THEY SELL MOBILE PHONE PLANS BUT HAVE NO TELEPHONE SUPPORT FOR THEIR RETAIL SALES CUSTOMERS! THEIR EMAILS APPEAR TO BE COMPOSED BY ROBOTS. KOGAN CANNOT BE CONTACTED SO IF YOU HAVE A FAULT WITH A PRODUCT PURCHASED FROM THEM, THERE IS NO BACKUP WHATSOEVER. THEY DO ABSOLUTELY NOTHING. I WOULD NOT RECOMMEND THE PURCHASE OF ANYTHING ELECTRICAL FROM THEM! I bought a split system air conditioner from them which only lasted 3.5 years. These are expensive to install and you would think that they would have some sort of back up service somewhere in Australia. It would appear that they don't. Regardless of warranty, a product such as this should be expected to last at least 8 years and if they fail they should be repairable - not have to be thrown out!

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U
10:20 pm EDT

Kogan Australia dehydrator

Due to extremely poor packaging at Kogan my item is now damaged
This is a gift and by the looks of it will not be on time. Absolutely devastated at the poor handling of this. There was no tape securing the box which inturn allowed it ro tear open and allow the item to be exposed. This should not be my responsibility to return and Kogan should send a replacement by express immediately so l can gift ot in time.

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1:39 am EDT
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Kogan Australia laptop logan 2 in 1

Bought two of these products for my autistic children. Upon booting up and setting it up, there were lines that permanently appeared on the screens.
This would mean a dodgy video card. Wanting to get my money back under consumer rights. Kogan wanted me to try and take a picture of lines on a computer screen. Instead of accepting that their products was faulty, they shift the responsibility upon me. Two very upset children. Inconsolable. Well done Kogan . You heartless scamming [censored]. ACCC here we come. Cannot review Kogan on their site or on their Facebook page. Will also contact A Current Affair as letting down two autistic kids like this is shameful. I see the owner of Kogan now wears a black skivvy. What a tosser. Avoid these scammers at all costs.

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10:00 pm EDT

Kogan Australia huawei phone

I have recently bought a huawei phone from the Kogan online store. During the purchase, I press the Huawei 2 instead of Huawei 3. I told to cancel immediately after payments. They told me they will do something on it. After 2 days of no hear from them. They alerted me that already send the item that I do not want. They said they cannot do anything about it and I must accept it. So sad about this I want some help.

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Update by Randy Reyes
Oct 27, 2018 2:07 am EDT

To whom it may concern

On 24 October 2018, I purchased Huawei Phone from New Zealand in Kogan New Zealand/ Australia.

I have recently bought a huawei phone from the Kogan online store. During the purchase, I press the Huawei 2 instead of Huawei 3. I contacted and told them many times to cancel immediately after payments. They told me they will do something on it. On this time, they are still processing the payments.

After 2 days of no hear from them. They alerted me that they already send the item that I do not want. They said they cannot do anything about it and I must accept it.

So sad about this I want some help and get my money back.

I understand that under the New Zealand and Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for.

You can contact me about this complaint via email at randyreyesnz@gmail.com or call me on +[protected] during business hours.

Thank you for your assistance in this matter.

Regards

Randy Reyes
Mobile: +[protected]
Auckland, New Zealand

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3:01 am EDT
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Kogan Australia huawei phone

To whom it may concern

On 24 October 2018, I purchased Huawei Phone from New Zealand in Kogan New Zealand/ Australia.

I have recently bought a huawei phone from the Kogan online store. During the purchase, I press the Huawei 2 instead of Huawei 3. I contacted and told them many times to cancel immediately after payments. They told me they will do something on it. On this time, they are still processing the payments.

After 2 days of no hear from them. They alerted me that they already send the item that I do not want. They said they cannot do anything about it and I must accept it.

So sad about this I want some help and get my money back.

I understand that under the New Zealand and Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for.

You can contact me about this complaint via email at [protected]@gmail.com or call me on +[protected] during business hours.

Thank you for your assistance in this matter.

Regards

Randy Reyes
Auckland, New Zealand

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Update by Randy2019
Oct 27, 2018 3:01 am EDT

To whom it may concern

On 24 October 2018, I purchased Huawei Phone from New Zealand in Kogan New Zealand/ Australia.

I have recently bought a huawei phone from the Kogan online store. During the purchase, I press the Huawei 2 instead of Huawei 3. I contacted and told them many times to cancel immediately after payments. They told me they will do something on it. On this time, they are still processing the payments.

After 2 days of no hear from them. They alerted me that they already send the item that I do not want. They said they cannot do anything about it and I must accept it.

So sad about this I want some help and get my money back.

I understand that under the New Zealand and Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for.

You can contact me about this complaint via email at randyreyesnz@gmail.com or call me on +[protected] during business hours.

Thank you for your assistance in this matter.

Regards

Randy Reyes
Mobile: +[protected]
Auckland, New Zealand

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5:02 am EDT

Kogan Australia item not as advertised

We recently purchased a 55" SMART 4K HDR television from Kogan AUstralia for around $600, for the specific purpose of gaming. On arrival, we found it did not play 4K HDR and so asked the company why it was advertised as such. Various emails floated back and forth, but the end result was that they denied it was false advertising (they had a very small disclaimer right at the bottom of the blurb stating does not support gaming), and eventually agreed to give a refund PROVIDED WE PAID RETURN POSTAGE of a couple of hundred bux. Shortly after we made our first complaint, the company had a fire sale on this item, clearing the warehouse of all of them at $399. A little supsicious hey. It has become apparent that this is a common occurance. Inferior products, with no after sales service. Not so cheap after all!
This television is NOT as advertised. It was sold to us as a 4K HDR television, not as a 4K HDR television that only supports some devices.
This matter has been refered to the ACCC and will be flagged with my MP. I will also be advising all within my reach of the difficulties experienced with this company.

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NotHappyKogan
, US
Dec 10, 2018 4:52 am EST

I recently bought a 55" SMART 4K HDR television from Kogan AUstralia as well. I have contacted them as it is unwatchable... it doesn't focus! I am left with a headache and feeling nauseated if I try to watch it. The response from Kogan was that it was the fault of the media I was watching, that current tv channels are not good enough to work with this new 4K technology. What the?! Apparently if I further buy a DVD player from them it will convert the bad tv channel into a better quality picture. Yeah right like I'm going to spend more money with them. The result is that the tv is now leaning against the wall in the back room and we've done our $550.

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2:29 am EDT
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Kogan Australia kitchenaid nespresso aeroccino 3 milk frother.

Order q3w6p3bh
I have just received the purchased item delivered by aus. Post. A crack of 4 cm was noted on the lid (top cover) of the machine, when checked on the item. The package was in a good condition when received, but the box appeared in a look of second hand conditions. I would like to have a replacement of the above item or a refund from kogan asap.
Thank you.
Cathy.

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10:31 pm EDT

Kogan Australia kogan 58" smart hdr 4k led tv

I have emailed have a reference #6819211 have sent 3 emails. The TV is no good and i want to return it and want you to send me the paper work to return this TV and i want to receive a refund.

The TV was delivered on Friday 20th - did not work from day 1 it is back in the box today is the 23rd.

I thought Kogan was a reputable organisation. I will never purchase another item from Kogan again. Do the right thing here and respond to my emails, send the paperwork and refund me.

Kimberley

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Jennifer Jane
, US
Oct 24, 2018 3:13 am EDT

Ours was supposedly a smart 4K HDR, but fails to display properly

J
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Jennifer Jane
, US
Oct 24, 2018 3:08 am EDT

We too have had issues with a KOGAN TV and they will only refund if we pay postage back. Sold us an inferior product at an onflated price.

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12:30 am EDT
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Kogan Australia kogan multipurpose 12 piece slicer

Just purchased another, slicer, cuber. Have had many over the last 18 months as they were great for cubing carrots, potatoes for cooking.

However the last 2 broke on the first cutting period. They seem to have changed the steel blades or plastic surround see photos.

Now useless. These items were a great help in the kitchen and the first few purchased lasted a long time with the lid/closer the first to give up. But to have the blades broken on first use is really unbelievable.

I have also tried another blade in the set with the same result.

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9:40 pm EDT

Kogan Australia kogan 75" tv

TV worked for 4 days and then picture and sound went. TV was picked up for repair, we were told it would take up 14 days to get an answer if it would be repaired or replaced customer service representatives wouldn't give any updates. 3 weeks later we are told TV has to be replaced. Now they are saying they can't deliver to our new address. Have asked for a refund a week ago and now they aren't replying to emails have sent 4. Tried calling customer service phone number doesn't give any options to talk to anyone or direct to the department I need. Will be going to the ombudsman tomorrow if I still don't get a response.
They have lost me ask a customer that's did sure, I will never buy anything from them again

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Angelily
, AU
Dec 09, 2018 9:25 pm EST
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Seems many of their tv’s fail in this way. I too had the same problems and now waiting for my ‘new’ tv to be repaired. Bloody ridiculous. Most companies would simply replace it.

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Jennifer Jane
, US
Oct 24, 2018 3:58 am EDT

Disgusting service from this mob

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2:03 am EDT
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Kogan Australia missing item

Order Number: WF29372P
date of Incident: 8.10.2018

I purchased a mavic pro drone, memory card, mavic pro carry bag and external hard drive on the 2/10/2018.
The items arrived.

All items EXCEPT the hard drive were in the postal packaging.
I have contacted the customer service team on several occasions and received no answers. I am constantly being redirected to the support team but no-one from the support team has contacted me.

I have included images of email correspondence (see attached photos) and my customer service numbber is: 6800 852

1 battery of the Mavic Pro drone does not work.
Have tried to talk to customer service several times.
With no real answers.
I am very upset, distressed and anxious about this ordeal .

I am requesting a full refund of products. I want to return the products. I took out warranty and given the lack of customer support, I do not want to continue with Kogan in the future.

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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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