Kogan Australia
reviews and complaints

Bought this TV on 20th December.
No aerial cable in box so over Christmas/New Year couldn't use TV. My neighbour lent me a rabbit ear type indoor aerial, which I still use as other cables not fitting!
From DAY ONE "GUIDE" red button didn't work so having to scroll through very channel to see what's on.
* Complained via online (THEY DON'T HAVE A 'PHONE NUMBER TO CALL).
* I was asked to confirm my name, delivery address, copy of invoice and serial number so that I could be assisted further. DIDN'T HAPPEN?
*Then I was asked to make a video of the issue? Which I did and forwarded it to them.
*Then I was asked to go to links on some website, download onto a USB stick and transfer info onto TV via slot in it's side?

I'm quite elderly and not so tech savvy. What I have been asked to do so far is way above and beyond what any customer should have to do. Talk about jumping through hoops. It's under warranty and faulty from Day 1. They are obviously trying to make it as difficult as possible so that you give up.

I bought a $100 kogan "egift card" on 28/12/2018 and it wasn't sent. Their gift card store is completely different to their product store, and I was unable to find a way to log in via it, so the order isn't linked to my kogan account.

It's meant to take no more than 5 minutes to receive the email with the gift card. I only received the order conformation, which has "kogan.com egift cards - show now!" in the subject. The t&c linked in the only email I did receive are not applicable to gift cards.

After sending an email via their online form about the ordered gift card not arriving, I was sent a response including suggested answers from their faq. The fact that "my gift card hasn't arrived" is on their faq at all is not a good sign. The article then suggests to contact customer care on "the link below" but there is no link anywhere on the page to customer care.

Even digging up this phone number via a google search for "kogan phone number" shows how little they care about their customers. The phone number is not advertised on any of kogan's official internet resources (website, social media, etc.). When I called, they were closed, but the recorded message did not give times that they are open, and suggested replying to the order confirmation email, which is sent from a "do not reply" address.

So I waited until after 10am this saturday morning to call again, and was told to press 1 to talk to someone about kogan mobile, or hang up and call kogan insurance if I wanted to talk to them. There are no other options. They want you to only use the email form to talk to them.

Dear Kogan,

I bought Kogan 9-in-1 1000W Multi Food Processor on December 1st. I lost my client number but here is my detail :
Name : Josefa Dhea Ariella
Address : 1213/155 Franklin Street, Melbourne, Victoria 3000
Phone number : [protected]
Email : Dhea.[protected]@gmail.com

So, the grinder is leaked out. At that time I used the grinder to make Chili paste. (I Attached the photo of the product)

When I made the purchase, I bought the insurance of the proudct so it would be better if you can send the service repair or the new product off the grinder only.

Thank you

I currently use interface (set top box) to screen Stan and other screening services to my "not smart TV" . Purchased above set 17/12/18 at 10:00am.

On reading the User Manual noticed that there was no reference to Stan, so I Sent email to Kogan via web site to check on STAN access, in the meantime waited for my delivery - Kogan guaranteed pre-Christmas delivery on orders before 18/12, I paid extra for express delivery.
19/12/18 received email from Kogan advising item was dispatched with tracking numbers, I expected delivery 20/12. After no delivery or status updates on the tracking numbers, I rang AustPost for clarification I was told that TV had not been picked up yet and that Kogan had printed labels etc. but not physically posted/delivered the item. Still no status update as of 6:45pm 21/12/18 - TV is still in Kogan premises. No delivery before Christmas as per Kogan guarantee.

21/12 9:00am Messaged Kogan through web site and asked them to clarify statements made by AustPost and where is my TV - NO RESPONSE from Kogan to date.

21/12/18 I received the following message from Kogan regarding Stan access:
"Quote ...Unfortunately, this application is not preinstalled in our TV and basically not compatible, however, you can still use this with screen casting... end quote. " They went on to instruct me how to screencast from my PC. NOT SUCH A SMART TV after all. I can use my current TV with interface to view. I have since discovered that only their Android TV's have access. I am 67 and although somewhat computer literate-this is all too much for me, hence the purchase of above TV.

21/12/18 10:00am - Messaged Kogan to cancel order through web site. I could see no problem with this as the TV had not left the Kogan premises yet.

21/12/18 3.42pm - Received the following response "Unfortunately, as your order is already being processed, we are unable to cancel its dispatch. I apologise for any inconvenience this may cause."

21/12/18 5:34pm - Replied to their email demanding the order be cancelled, this is NOT a return or refund but a cancellation as TV is still in Kogan premises, and a full refund be issued immediately.

Of course - NO RESPONSE from Kogan. Their dispatch email is false as item is still with Kogan
Unless something is done quickly I will take it up with Consumer Affairs and ACCC.

Not sure what this site can do, I would appreciate any help to resolve this issue.

I have sent about 5 unanswered emails about trying to access a credit of over $100 you have of my money! I have tried to contact you for 2 weeks as I need to purchase a Christmas present and it's now 4 days before Christmas and no one can help me. I am disgusted with your service and I want someone to call me TODAY to sort out my issue.
My account is under [protected]@hotmail.com my name is rachel herridge and my mobile is [protected]. Your company has been awful to deal with and has put so much stress on me trying to organise a Christmas present which now I don't think is going to be delivered on time. Contact me ASAP.

I bought a Samsung note 8 in August and while it worked to start with the phone no longer works at all. I have sent several emails but all Kogan 's will say is that they have received them. I have had to buy another phone as the other one can't be fixed I rang Samsung and they informed me that it's not an Australian model. Kogan's say that they are a proud supporter of Make a Wish well my wish is for a refund.

After multiple complaints about how long my delivery was taking, I had no help from Kogan or their courier Allied express. I managed to track down my package ( a 55 inch Tv) at a local warehouse owned by a seperate frieght group. It had been completely destroyed in freight. Now Kogan are unresponsive to my emails and I'm left with a great big smashed TV feeling very much ripped off. The fact that they have no contact number seems criminal. They take days or even weeks to respond to emails. This was meant to be a christmas gift. DONT BUY FROM KOGAN!

Hi Kogan,
It is amazing that in Australia Afterpay is involve with a company like Kogan, no emails what so ever from the day I received the faulty monitor I just do not know what to do they have ignore every single email I had sent them no one email answer I wonder why they answer back to you Afterpay but no me, I can't lose $453.58 dollars this was my son present for Christmas and now is all sad because of this rip off I will do everything in my power to close Kogan in Australia, seems to me that I am not the only one been rip off and very disappointed that you are working with robbers.
Regards,
Jeff

Tax Invoice
Invoice # [protected]
Invoice Date: ‎23 ‎November‎ ‎2018
Order # R22CQH74
Order Date: ‎23 ‎November‎ ‎2018
This invoice is a receipt of payment. Please keep this receipt for any warranty claims.
Delivery Address
Jefferson Vicente Arcos

Australia

[protected]@bigpond.com
Kogan.com
Kogan Australia PTY LTD
ABN [protected]
Description
Quantity
Unit Price
Total
________________________________________
Kogan 32" Ultra HD 4K VA Monitor (3840x2160)
1
419
419
Serial Number: KAMN32UHDMAA0176
________________________________________
Shipping (Kogan Australia)
1
34.58
34.58
________________________________________
$41.23
GST
________________________________________
$453.58
Christine Leth July 20, 2018 Reply

I have been trying to deal with Kogan since November re this order and return with little to no customer service provided with the exception of CSO Rio. I have sent over a dozen, that's right a dozen (12) emails requesting assistance with this return and no one has replied to my email or they reply with someone will get back to me and then no one does. I have worked for the Financial Ombudsman Office and find this most frustrating and that your complaints area is so hard to find incomprehensible not to mention a violation of too many retail statutes to mention. All of which I will be taking up with another body. Please have someone contact me ASAP I would like my $398 refunded considering the goods were unopened and receipted back in Kogans warehouse over a week ago. Thank you

I purchased one of Kogan's game monitors on 16/12/18. It has been three days already and I still haven't received neither an order confirmation, nor a receipt for my purchase.
I believe it should have been sent to my email address immediately after payment was made.
There is no way a customer service representative for this company can be reached, as there is no proper phone number to call to and to talk to actual people, all calls are redirected to online Help Line.
I sent two email to this "Help Line" and all I got is a ticket number.
This purchase was supposed to be a Christmas present, which means it should be delivered before 24/12/18. Unfortunately I haven't even received an order confirmation yet, not to mention the date of delivery.
Very disappointing experience especially at Christmas!

You have an item that arrives out of the box and won't charge with the supplied charger...to even get the lights to indicate the item is charging you have to twist and turn the plug... hold your head hand the correct position.. etc you get the picture...
You raise a simple support ticket with your issues and concerns for what should be an easy "Not Merchandisable Quality Issue" and should be replaced without to much running around.
Kogan after you have the inconvenience of a faulty item, that took weeks longer than it was originally promised, the make you jump through hoops like confirming your account email delivery address mobile phone number, proof of purchase photos of the equipment not to mention the requests for the serial number. All of this is separate emails across multiple days and weeks it has been the most infuriating online experience I have ever experienced to date!
Added to this they continue to ask for the same information over and over again, much of which they have already been supplied and or had originally as part of the purchase, they are absolutely hopeless.
They respond with these additional requests then take two-three (business days) days min to reply and ask for additional and or the same information again and again.
I will never buy anything from them ever again and neither should you. JB-HI are much better, easier to deal with and offer much more seamless process and quick delivery!

I have been sending endless emails to Kogan all week with no response. Only a ticket numer. Must be the worst customer service Iv ever encountered. And to think I actually recommend your products to people as I am a regular customer but iv never needed to contact you before. I purchased a brand name of headphones and on receiving them the headphones have no marking at all on the item or box with that brand name. This is not right. My son specificaly requested this brand (Anker)and he will think they are fake. Anyway Kogan can you contact me regarding this as I would like to exchange.

I've ordered Double Bed on 26 Nov and received Bed Head only on 01 DEC.
I've spoken to Allied Express on 3rd Dec, written e-mail on 04th & 05th Dec to revise the delivery schedule. Than Allied Express generic response e-mail were sent to me on 06th & 07th Dec advising me of delivery on each date which never took place.
I've escalated this issue to KOGAN on 06th Dec, than they come back on 12th Dec investigation will be taking place and could take 10 business days.
Now, I'm without a bed for 2 weeks already and KOGAN wanted to wait another 2 weeks. In my point of view under the ACL (Australian Consumer Law) this is a major fault as I've purchased a good knowing it will function, however, Bed without frame Bed can not function. I think being patiently waited 2 weeks is quite reasonable from customers point of view, therefore, KOGAN fail to perform their duty.
I've requested refund to KOGAN but no response from them as yet.

My Kogan Air Conditioner is still under warranty is malfunctioning and I want it replaced or repaired asap.

Its Serial Number is KAPORAIR12GAC0045.

It seems the fan is dislodged inside and battering the interior and casing

This is only the second hot season and it is not used all the time!

It took me three hours to find and get to this complaints register form.

If you do not get on to this complaint and fix it immediately you can be sure your inefficiency will be recorded on the social media and reported to the relevant consumer protection authorities.

The purchase invoice number reference is [protected]

The reference is 6XTT36B6

It was billed to my daughter Sarina Holmlund and it was shipped to 14 Wolstenholm Street, LISMORE NSW 2480

The order date was 25 dec 1917 and the dispatch date 03 Jan 2018

I purchased BOSE headphones on 5/12 I didn't receive an email acknowledgment and thought I had not ordered them. I then ordered again. I tried to cancel them by sending a message to the help desk. By the time they answered they had already been dispatched. I would like a refund on the second pair that are still sitting in the delivery bag waiting for someone to tell me where to send them for return. I have sent messages 5/12, 6/12, 8/12, 10/12, 11/12 apparently it was referred to a Support officer then and 12/12. I am still waiting on a answer. I have tried to, find a phone number to call and have spent a lot of time trying to get an answer. It is the most frustrating system I have ever come across. You give 14 days for returns but you can't get an answer from anyone. It's ridiculous and time consuming. Could someone please contact me ASAP

Hi on 25/11/18 I ordered a smart TV from kogan online. On 30/11/18 they delivered a dyson air purifier by mistake and left if by my side gate. I have sent numerous emails since then back and forth to their help desk. They asked me to print out a barcode and stick to the parcel and take to Auspost to get a return authorisation label. After lugging it to Auspost was told that the barcode was not the code they need in order to send. Have been emailing since to get correct barcode or number but still none just going around in circles with replies from different people saying they are passing me unto support team but then nothing. I am also concerned as while this is going on I they still have the money I paid on 25/11/18. I have lost confidence in the company and now wish for a refund and am do not want the TV as ordered. If you can help me that would be appreciated as causing great deal of stress.
Thanks Leisa Bartle
26B Struan Ave WARRADALE SA 5046
[protected]@hotmail.com

purchased a new samsung galaxy s9 from kogan website..
on delivery, there was a sticker on the box that said "asian only sim card" i wasnt sure what that meant exactly, so i sent an email to kogan (no phone customer service provided).

They did reply and said that it was very clear on the ad that i had purchased an international model (it really wasnt that clear to me actually, below the ad, there was a grey tag that said direct import. I honestly didnt realise that this meant it was an overseas product. If you click on the grey tag, it does give more information, but the grey tag did not look clickable at the time.

the email from kogan said it was usable on the australian network and not locked.

However, Network Locked and Region Locked are two separate things.

I contacted Samsung directly and they told me that the phone is locked to asian sim card and also warranty would not be provided in australia and i would have to send it back to malaysia if anything went wrong..

just trying to get decent customer service from Kogan is a nightmare... they dont care once they have your money...really unhappy with the product as i am unable to use it and have wasted nearly $1000, more fool me i suppose...

next time i will be purchasing from bricks and mortar shop and steering well clear of KOGAN...DODGY BROTHERS INCORPORATED. anyone want to buy a cheap phone?

We originally purchased this tv in July this year, after 10 weeks the TV smart features stopped working and they agreed it was a fault with TV and picked up the TV. After initially saying we would hear from someone after 2weeks about the service on our TV, it was a month later where I had to contact them and follow up.
5 weeks later we get a new tv after we asked for a refund. After we unpacked and set the new up, we find the TV screen is smashed and dropped during delivery, you can see it on the outside corner of the box.
Now a week later, NO one from kogan will respond to any of our emails in regards to a full refund or replacement.
I would highly recommend NO one buy a TV from kogan, not only do you get poor products, but little to no customer service.
So we are now stuck with a smashed TV screen from kogan, right before xmas, having to watch a smashed screen u til we can afford to get another new tv.

You advertised delivery 3-5 business days - that was when I bought it nearly 3 weeks ago for my son's birthday. I have become a recent purchaser through Kogan but this is not a good way to keep me - and you can't even talk to anyone..

Your email sent to me 23 Nov 2018 says "We estimate 1 - 4 business days (or 2 - 5 business days for rural areas) from the time you receive this email for your order to arrive."

Purchase is - 1x LG 34" 21:9 2560x1080 Full HD UltraWide IPS LED Monitor (34UM69G)

So I got your email that the product has been despatched as received by Australia Post - Tracking number 33FQJ2017321 but I never got it delivered.

After hours of following up Australia Post tell me that you have given them the manifest information but have never given them the product - which they say is probably still on a boat from somewhere to the dock for sticker and hand-off to Aust Post?

Please let me know when I will get my product -m better still cancel my order and refund my purchase. You stuffed my son's birthday present with your misleading timeframes.

Thank you
Sean Coady
[protected]

I have attempted numerous times to contact Kogan Australia customer service via the phone numbers that Kogan Australia provide.

I have not been referred to a customer service rep, The answering machine lists some options to contact Kogan, by email only then the call has ended.

If I am unable to speak directly to a customer rep within the next 3 days then I will contact the Australian Consumer affairs service.

Claudia Koelndorfer
Phone: [protected]