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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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Newest Kogan Australia reviews & complaints

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L
7:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kogan Australia kogan 50" 4k led, smart tv™ (android tv™ smart tv)

The TV was delivered on May 11 for my 99 year old mother for Mother's Day. She just suffered a small stroke so I was extremely keen to improve her viewing pleasure. The screen was severely cracked.
A week later it was picked up and returned to Kogan. Now, on May 22, I received an automated response that it will be up to another 14 days to wait for the assessment.

Meanwhile, my mother isn't getting any younger! every day counts, and I really hoped the larger TV would enable her to view and hear the TV with more ease.
The original response from Kogan was an apology that the TV was damaged and that the matter would be resolved asap.
I would have thought that in all good faith with the customer, the TV should've been replaced immediately, and certainly when the damaged one was picked up.

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Update by Levenson
May 21, 2018 11:50 pm EDT

Here is copy of an email to me of May 15, stating in the second last sentence that a replacement TV would be delivered. I've had no more news on this, and am now being asked for more information re the original damaged TV.

Adrienne Levenson

Clark (Kogan.com Help Desk)
15 May, 13:17 AEST

Hi Adrienne,

Thanks for confirming those details.

Your return ID is RA1250602.

We will now arrange for a courier to collect the item from you on the date you provided.

Our Allied booking agent will email you shortly with further instructions and the consignment label.

Before the courier arrives, please pack the unit, making sure to include all accessories and the original packaging.
If you do not have the original packaging, Kogan.com accepts no liability for any damage that may occur in transit.

You should also have received an email from 'donotreply@kogan.com.au' titled 'Important Return Information' with a barcode attached.
Please read this email carefully and attach the barcode to your package.

We have now arranged for a replacement unit to be sent out. You will be notified via email once this has been dispatched, this will contain some tracking information.

Feel free to contact us if you have any further questions or concerns.

Kindest regards,

Clark
Customer Care Team

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gengis ayhan
, US
Jun 05, 2018 3:53 am EDT

I have more problems i have bought 2 Google smartcast telkys and am not happy with them and requested to return them and yet. This is poor customer service on Kogans part. After my issues are solved i will not be buying from Kogan again. I vow to run Kogans name into the ground ad tell everybody on Facebook and sny site i am a member of i will make sure i have told most of the world about Kogans slac, poor, and hopeless customer service

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gengis ayhan
, US
Jun 05, 2018 3:44 am EDT

Kogan support supervisor in Melbourne warehouse calltme personally to discuss my problem. Then told me in writing and verbally he would see to me personally until my return claim was desolved as i had complained about poor customer service. I have spent thousands of dollars in a matter of two years with Kogan yet i am treated as a second class citizen. I was promised as soon as Allied Express picked up my fauly TV that Kogan would Despatch a brand new TV 55” Smat Kogan TV and i was lied to. Nobody has replied or sent me my replacement TV and my family has been without a TV for over a month now. Kogan is pathetic they need a court order placed against them. They ignore customer complaints. The site where we report problems is set up to waste the customers time and leads us in circles like an abyss. I am waiting for finalisation of my issue. I will be contacting VCAT sson to report Kigan

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gengis ayhan
, US
Jun 05, 2018 3:38 am EDT

Lol ive been emailing Kogan concerning fsulty 55” Smart Tv return and nobody replies to me. Kogan does not take customer service seriously. They play customer around and even Paul who called me from Melbourne Warehouse told me he would personally serve and reply to me till my matter was resolved only emailed a reply once and now is ignoring all my emails as well. Does anybody know how i can contact head office? I want to report the whole customer service team

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5:34 am EDT
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Kogan Australia kogan mobile purchase (samsung galaxy s6 edge)

- Purchased Samsung Galaxy S6 Edge on 15 April. Order VPJ6UJUR. Phone did not work. I could not make calls and only some texts.
- Tried all avenues help centre advised, even buying a new sim to try in the event it was a faulty sim.
- 26 April I returned the phone to Kogan. I asked for it to be processed asap as my old phone is broken, freezing/turns off/ cannot use any apps, and I rely heavily on my phone.
- 7 May I requested an update about how it was progressing. No-one could provide this. I was told to wait up to 14 business days. I emailed several times and was told it would be dealt with but no update could be given.
- 18 May, 14 business days since Kogan received my mobile, I received an email sending me a refund for the phone and delivery fee only.
- I sent an email to Kogan on 18 May. No response to date.
- I have called Koganmobile tonight (which is only number I can find) and they said they cannot help and to email again if I haven't got a response. They would not take a complaint.

My issue: S6 Edge are not common and I have spent $60 on accessories. I would still like the S6 Edge but I was not given the opportunity even though I specifically emailed and requested Kogan to contact me with options once we knew what was wrong with the phone and to make sure this was added to my file.

I would like a refund as follows:
-$29 for the screen protectors (which are still in an unopened envelope which I can send back to you).
-$5 I spent on the mobile service but could not use.
-$5.99 freight protection.
-$30 on a case.

If you are unable to send me the above refund then I would like a new S6 Edge sent out asap with free delivery and free freight protection. As you gave me a refund already, please send through an updated invoice.

This matter has been going for more than a month and is very upsetting. I need it finalised as a matter of priority.

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12:35 am EDT
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Kogan Australia problem to get my money back

Hi, this is Tony Ivanovski, for reference you give me this number--6477865, after I send you my first email to pick up your TV, after I received on Tuesday 01-05-18, I was very disappointed, and same afternoon ask you, to pick up your TV and take it back, and on Thursday 10-05-18, your delivery company picked up the TV, and saw far I am still waiting for you to send me back my money . You send me a email and told me you will charged me $33.41 for delivery and pick up each way .When I bought TV on line with in 5 minutes you took my money, now after two weeks, I am still waiting to send me my money back, you don't play fair, this is robbery, how you can justified your action .

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11:37 pm EDT
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Kogan Australia order no pdlbp3pt

Serial no. KALED32SMTZDC2483. This tv has stopped working. Will not scan local tv channels . I would like to speak so someone. It is still under warranty . You want me to send it back at my expense when it is your problem. Please advise a.s.a.p.
I have purchased three tv's from you and your customer service leaves alot to be desired. Don't tell me to download firmware as this has already been done to no avail.
Rhonda davey
[protected].

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11:17 pm EDT

Kogan Australia 2 tvs

I've purchased 2 tvs. 2 don't work I've sent over 15 emails trying to get this problem resolved over the past 3 weeks I've had to purchase another tv just to keep family happy I'm now stuck with 2 tvs that don't work and after being sick in regular contact with several people I've had no response for the last 5 days.
Do you believe I'm gonna just go away.
Not a chance please contact me
[protected]

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Update by Brad Lucas
May 16, 2018 11:20 pm EDT

I purchased 3 tvs. 2 don't work
3 weeks of email and no response
I'm taking my case to the ACCC please contact to resolve

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9:38 pm EDT

Kogan Australia remington precision performance haircut kit

To whom it may concern,

After taking my time to choose from the many shaver kits that Kogan has on their app, I selected the Remington Precision Preformance Haircut Kit. I was eagerly waiting for it to arrive. But however when I actually get time to use it, I realised that the lever on the side that helps lock in place the trimming guides is broken. So basically I spent nearly $30 to be disappointed. Can I please have a replacement or a refund.

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11:08 pm EDT

Kogan Australia marketed as 4k tv but its not 4k, bad customer care. no response on 14 day return policy

Dear Members,

I have purchased a kogan 4k smart TV (Order No: EACWDXLC), on 3rd May & received on 7th May.

Series 8 KU8000.

This was marketed as 4k TV but actually it is not. Max resolution it can play is 1080P, Bad CPU & memory, system shutting down when stan is installed.

After reaching Help center multiple times, They have finally accepted that Stan cant be installed though it has Android OS.

Very Very Bad customer care, they have mentioned that One of their senior Memeber will call me but no call since 4 days.
There is 14 days return policy in case of Change of Mind, but no response for that as well.
Bad products, Customer care Sucks, No direct Number.
For everyone who sees this review, Please don't buy their products, waste of your time...
I am happy to file a cheating case against Kogan, please help me.
Thanks

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11:07 pm EDT

Kogan Australia kogan tv

I have now been emailing regarding my smart TV 55 inch now for over a week with min responses, I have bought many items through Kogan in the past and have had great feedback, It is very disappointing to see they have such poor help service regarding there products. I only bought this TV on the 13 of Feb and is now requiring a factory reset. I have followed the instruction and still not able to resolve the problem. I have been emailing and requesting follow up for over 10 days now. The call center just keeps telling you to do the same solution. They have forwarded on to management and that was over 10 days ago now and still no outcome! This is not good enough...

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2:46 am EDT
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Kogan Australia kogan tv

I have been trying to get someone to ring me about my tv not working. Since 27 April and 36 emails after telling me exactly the same thing and not listening to me about my problem I'm ready to scream or take it to Fair Trading

If I could deal with one person instead of different people each time or they read the other I wouldn't have wasted so much time without a resolution. And if someone actually spoke to me personally life would be much easier.

My request number is #6469639. Read my 36 emails from Kogan not including mine and you will see why I'm so annoyed.

I've bought more then one tv from Kogan and it's probably be the last thing I buy. Service to send the items is fantastic but follow up is disgusting.

Regards
MaryAnn Zammit
[protected]

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5:41 am EDT

Kogan Australia mobile phone

I don't need to provide it as you have ongoing correspondence from me. This issue of your faulty product has been going since December. I am totally disappointed with the service I have received and will be lodging a complaint with the small claims and telephone ombudsman. I have literally spent hours and hours of back and forth emails, reseted my phone then hours and hours of emails, photos, bar codes, more photos, more proof, more resetting, then you fail to send packaging and barcode info at the same time, then tell me to wait. Then all over again. Nothing is resolved. I ordered a phone it was faulty five months later I still have a faulty phone. I will absolutely never buy your products again. Your misleading in every way if the product is faulty. You make it as difficult as possible to resolve this issue in the hope we will just give up. I have been a loyal customer for years and your services now when a product is faulty is despicable and unacceptable.

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9:54 pm EDT

Kogan Australia no response from technical support

I bought an Ovela 2 Drawer Desk as a flat pack.
The instructions are clearly incorrect.
I have provided photographs of the problem, together with photographs of the incorrect instructions.
Two weeks later, the technical support experts who it was promised would contact me promptly with a solution still haven't.
There has been no response to my further e-mails asking for further assistance.
When I called the customer help line, a recorded message told me to send it all by e-mail.
At the moment, we are very disappointed and angry.
This is not rocket science, and should have been addressed immediately.

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8:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kogan Australia kogan 50" 4k led tv (series 8 ku8000)

I emailed before purchasing this TV (7/4/2018) to enquire whether the power cord was hardwired into the back of the TV because I want to wall mount it. I was told it was not hardwired.
I ordered the unit and received it 12/04/2018 and found the power cable is in fact hardwired. 14/04/2018 I emailed Kogan help to express my disappointment. I gave them the serial number when prompted and was told they would contact a supervisor. I emailed again 16/04/2018 to enquire where my complaint was at to be told they were still waiting on a supervisor. I emailed again 19/04/2018 to follow up & no one replied . I emailed again 20/04/2018 to advise that I had contacted Fair Trading and am awaiting there response which will take up to 10 business days.
I emailed again yesterday, 23/04/2018 and am still being ignored.
I counted 4 different people who were emailing me regarding this from my initial enquiry on 07/04 through to my last reply on 17/04/2018 and now no one is replying to my emails, even when I make a new enquiry through the website. And I've checked my junk mail - nothing.
There is no phone number to contact an actual person, so all I can do is await Fair Tradings help but will they just be ignored also?
I have attached the email where I was told the unit was NOT hardwired as proof and the invoice.

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4:13 am EDT

Kogan Australia kogan stick vacuum cleaner

Firstly I have bought many items from Kogan over the years both for myself and family, recommending many friends for great products and service...but I guess all good things must come to an end...a total lemon product carrying the Kogan brand. Impossible to read or understand manual (fully downloaded). When the product was difficult to charge Kogan help line told me to send a video! I am an 80 year old single woman! Finally got my grandson to video it and also videoed how the unit would not stay together (it has a clip that keeps falling off). The response to the video was "bad luck" we couldn't download it. Then when I said I wanted to return the product but would pay to buy a better, easier to use and assemble product again. "Really stiff" your warranty/return time has expired. I guess that Kogan has got too big to care about the little customer, and my love affair with the fledgling wonderful Australian company is well and truly over.

Sorry about that ...Mary Montagu Port Melbourne

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Brian P.Y.
, AU
Jul 01, 2018 8:10 pm EDT

I like you as well had a wonderful love affair with Kogan .I started buying Kogan in 2011 and also purchased many gifts and always defended Kogan if anyone made a negative comment...THAT HAD DONE A COMPLETE 360 DEGREES...I purchased an Agora 8+ phone in December '17, it was delivered in Jan '18...I had to recharge the battery twice a day from the start which I thought was normal, it then started turning itself off...I sent it back with pages of the faults that I had found with the phone...Kogan never mentioned anything in regard to my copious notes just sent it back saying it was battery problems, which they had replaced and the phone was working perf as it should...The phone is now not working at all and Kogan are really not interested in doing anything about it...[censored]...NOW THERE IS A COMPLETE ABSENCE OF CUSTOMER CARE AVAILABLE FROM KOGAN...THEY JUST DON'Y CARE AND TRY TO BURY YOU IN THE AMOUNT OF E-MAILS THAT PASS BETWEEN YOU AND THEM...NEVER AGAIN WILL I DEAL WITH THEM..., ., ., , ., ..., .BRIAN P. YOUNG J.P.

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Soldiers Point
, AU
May 16, 2018 10:10 pm EDT

I have like you had good past experience with Kogan. I ordered a Samsung Galaxy Tab A T285. It came direct from Hong Kong and the language is probably Russian so I can't even set it up to get to Settings to change the language to English.
3 days of e-mail exchanges and never able to get to a human being!
I want to return it!
Now to try Fair Trading for a number.
How to screw customer relations!

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7:53 am EDT

Kogan Australia 65 cc cultivator/tiller

Kogan Australia / 65cc cultivator tiller seeder
Australia

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 19/03/2018.

(I dispatched this complaint a day or two later but have not yet received a reply.)

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

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Update by Robert Dalvean
Apr 09, 2018 7:58 am EDT

Later inspection showed that leads to throttle and one other connection had become disconnected by excessive vibration. I have not attempted repairs, since I believe a warranty is in force.

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10:20 pm EDT
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Kogan Australia did not receive item.

Have been exchanging several emails each day for the last week (close to 20) with Kogan about my item which has not been delivered ... yet Kogan insists that it was delivered and they have my signature as having received it. This is impossible as I was at work and arranged for delivery to my parents house. Someone is lying somewhere and I know it isn't me. I am absolutely disgusted and appalled at how you are handling this matter and their total disregard and disrespect for a loyal customer.

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5:19 am EDT

Kogan Australia tv

I purchased a Kogan TV in October 2017.

Less than 6 months of hardly using the TV, it has stopped working.

After back and forth correspondence with the Kogan help desk, they finally collected the TV for repair.

A week and a half later, I finally received my TV back, however as soon as I turned it on there is a line down the middle of the screen.

I look forward to your prompt response, as I do not wish to repeat the same time consuming process again, which would again leave me without a TV.

Your urgent attention is greatly appreciated.

Kindest Regards,

Sandra Mon
[protected]
[protected]@hotmail.com

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7:27 pm EDT

Kogan Australia kogan atlas 2-in-1 d300

Dear customer service,
It is with regret that, after 5 years of being a loyal customer I am writing to let you know that my recent experience of purchasing a laptop as a Xmas present for my girlfriend has been an awful one. She discovered soon after that the device was not charging properly and contacted Kogan to inform of the problem. Unfortunately there was no contact number so she was only able to send emails to Kogan, and often it took over a week to receive a response. We were relocating to NZ at the time and so she had to leave the device with a friend and have them send it to Kogan. Over two months later, they accepted there was a problem and offered a credit which we obviously could not make use of not being in Australia anymore. It took several more weeks before the refund was processed but the amount was significantly less than the credit which was offered, which we both find rather insulting given the length of time and inconvenience caused by Kogan in providing us with a faulty laptop. My girlfriend has recently started university and had to go 3 months without a laptop and resorted to using a loan laptop where possible to complete assignments. I am bringing it to your attention as I feel that this situation is totally unacceptable and Kogan should have offered compensation, but instead did not even refund the amount offered as credit. I hope you will investigate and contact me once you are ready to discuss this matter further.
Kind regards
Ayon

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3:29 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kogan Australia kogan tv case number 6371241

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.

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3:39 am EDT

Kogan Australia samsung galaxy s8... require an network pin to unlock my phone!!

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

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Update by Helena Atkins
Mar 25, 2018 3:42 am EDT

Please fix my problem

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7:01 pm EDT

Kogan Australia 65cc cultivator tiller seeder

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

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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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