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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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M
10:42 pm EST

Kogan Australia customer service with nbn and my aircon blow up under warranty

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

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

Ombudsman next call with a screenshot of that remark

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3:48 am EST

Kogan Australia online purchase

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

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R
9:38 pm EST

Kogan Australia delivery

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

Richard Murray

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H
12:38 am EST

Kogan Australia tv

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

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

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

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

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1:07 am EST

Kogan Australia customer service

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

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4:31 pm EST

Kogan Australia tv

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

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11:31 pm EST

Kogan Australia goods are not delivered on time

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

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10:58 pm EST

Kogan Australia samsung s9+

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

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

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

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

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

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

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

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

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

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S
8:19 pm EST

Kogan Australia request #7004016 - poor service and terrible communication

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

*
Hi

Can you please comeback to me on my email below

Cheers

Sean

*

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

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

Cheers

Sean

Cheers

Sean

On fri, feb 1, 2019 at 5:31 pm +1100, "kogan.com help desk" wrote:
#- please type your reply above this line -#
Your request #7004016 has been updated. Reply to this email to respond.
Note: responding to this query before we have replied may affect your position in the support queue. Our goal is to respond to all inquiries as quickly and accurately as possible. Thank you for your patience.
Ernielou (kogan.com help desk)
Feb 1, 17:31 aedt
Hi sean,
Thanks for your reply.
I do apologise for the delay.
I have followed your issue in order to expedite your request.
I'll keep you posted once I get the update.
If you have any questions or concerns, please let me know.
Kindest regards,
Ernielou
Customer care team

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6:57 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Kogan Australia sunbeam mixmaster stand mixer

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

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11:11 pm EST
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Kogan Australia hp laptop faulty

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

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

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

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10:22 pm EST

Kogan Australia refund on duplicate order.

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

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6:15 am EST
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Kogan Australia tv/dvd player 19”

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

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5:15 am EST
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Kogan Australia sony mobile phone. $249.00.. and 1 not 2 mobile 365 day plan with kogan.

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

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Update by Kim O'Grady
Feb 11, 2019 9:38 am EST

To whom it may concern,
Please see last complaint...
Complaints Board is requesting my email.
kogrady1961@gmail.com

Update by Kim O'Grady
Feb 12, 2019 12:36 am EST

Refund money from kogan back to my zip pay account.
Prepaid plan $254.80 ?.
One Sony black mobile phone from kogan, refund both amounts back to my zip pay account.
I have already requested a refund from kogan, ... But I can't find any email response.
Yours sincerely.
KimO'Grady.
Date this day Tuesday the 11th of February.
2019.
Time:4.35.pm

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12:01 am EST

Kogan Australia robotic vacuum

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

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LifesGreatIsntIt
, US
Mar 15, 2019 3:00 am EDT

I've had this before but with a different brand - Roomba. A few essential parts needed replacement. We we're worried at first since the robot vacuum that we had was an old model, so there might no longer be any replacement parts available. We were so amazed that they replaced the entire roomba since it went completely "useless" then.

M
M
Mike Addicott
, US
Feb 13, 2019 11:10 pm EST

They need to be investigated and closed down - I want to start a class action against them and will be investigating options.

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11:07 pm EST
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Kogan Australia palermo queen wall bed mechanism

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

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

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

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

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1:48 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kogan Australia damaged product

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

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

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

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

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1:49 am EST
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Kogan Australia portable air con

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

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

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

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

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K
4:50 pm EST

Kogan Australia air conditioning - new product that's not working properly

Brand new air conditioning purchased in January 2019 that doesn't blow cold air, despite lowering it to 16 degrees. I'd like it reviewed by a technician or replaced under warranty.
I've already attempted to contact Kogan via their online system - refer to reference number 7103820 - dated 31st January 2018 and I've not had a response.
My next attempted contacted will be with the ACCC and all social media channels if I don't get a valid response from Kogan.

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8:43 pm EST
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Kogan Australia tv

The most useless excuse making company l have ever dealt with l will make it my life's work to tell every person l can how bad they are to deal with. Even after they finally agreed to refund me they withheld $89 with no reason Even if it was the delivery cost that's not my problem they sell rubbish. Hope they stop ripping off hard working people hope their shares plummet

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Sharon Campbell2
, US
Feb 04, 2019 4:46 am EST

I also havea TV that is less than 2 months old. It stopped working a few weeks sgo. I had difficulty finding someone to enquire about it. Then after I filled the online complaint form I have only received a string of random fixes with no relevance to my TV. Another fix was to download a software update from my computer onto a USB stick and put it into my TV. Then hold the power button until the bluescreen comes on, which it never did. In what universe does one have to update TV software that way anyway?
My emails have since just been recycling back to me. Problem is, who really has this amount of time pursuing invisible support and help?

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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