Kogan Australia
Reviews and Complaints

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!

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

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.

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.

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.

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

Ordered a 18 litre fridge freezer for work before Christmas as I need this for my job as I travel after less than 3 weeks the electronics screen would power up but had no functions and compressor would not work I have contacted Kogan multiple times with only an automated email coming back . I would just like a replacement sent as I need this for work ASAP I have contacted the commissioner regarding this issue

Purchased and received this product in Mar 2018. After almost 8 months working well, the charger station has now no power. In last 7 weeks, I have been trying to contact Kogan via phone and online for support in warranty process but no luck. Please help?

Dispatch Date
21 Mar 2018
Invoice Number
[protected]
Reference
MLHN7RNP

Contact Details:
Thanh Nguyen
252 Harvest Home Road
Wollert, VIC 3750
Australia
[protected]@tpg.com.au
+[protected]

I purchased 3 items on january 7. One was sent and received. The other 2 are said "dispatched' but there is no tracking number. I sent multiple emails and received no response. The customer number in australia is just an answering machine and it is impossible to talk to someone.
I cannot cancel my order since there is no link on my account page. I would like a refund.

Hi guys,

I'm really hoping that at least you will take my compliant seriously as your customer care staff are not helping and I have no way of getting help from your live technical support team, even though I have paid for the 5 year extended care.

The issue is:
I bought the kogan 32"led smartertv™ (android tv™, smart tv) and at the time I was advised of the following:

Adam (kogan.com help desk)
Nov 6, 09:34 aedt"whilst we are unable to guarantee compatibility with third-party apps due to their
Nature of being frequently updated by developers, you can certainly use the smartertv's google play store to download and install additional apps such as netflix. This model also has a built-in chromecast function, which means you can stream virtually any compatible media to it from your mobile device."

So from that I understood that even though I can download the app for netflix, it may not work, but as it has an inbuilt chrome cast, I can stream netflix to the tv.
For some reason I am unable to stream netflix to the tv but can stream youtube to the tv from my samsung tablet. I have been using google chrome cast for a while & understand how to use it.

So my work around is that I have had to install an external google chrome (taken of my other tv) to stream netflix to the kogan tv, which means somethings wrong.
Furthermore, my remote for some reason is draining the batteries within a week, even though now I just don't watch this tv, another thing wrong.

Can you please please help me as I have been a kogan customer for over 7 years & have promoted your company highly, but now have been strongly let down by the service & product.

My email is: [protected]@hotmail.com
Mobile: [protected]
Order #lxfe7bhn

Best regards

Stephen rozic

I've been waiting to Kogan about my laptop computers for weeks now and with no favourital outcome.
My request number is 699849
I would like to talk to somebody because of emails they take to long for someone to respond.
I'm very angry. I bought 2 laptops from Kogan. I've sent both of them back because they didn't work properly
Kogan refunded me for one and they told me that they refunded for 2. I've kept all the corespondens
They lyed to me.
I wanted the refund for one computer and the second one replaced or repaired.
If only Kogan would get in touch with me we could sort it out.
Please help
Friedrich Gabriel
Tel [protected] or email [protected]@iinet.net. au

Broght a mower and got delivered on the 13/12/2018. Used it first day it broke. I then had to update a picture of the broken part etc which i did. It then took 2 weeks and KOGAN came back and said the manufacture said they will send the part out and i am to fix it. Which i dont think was great but i went with it and did it. THat part broke straight away. I got back to KOGAN and advised them same thing part broke i think its a problem with where the part goes into and not the part they keep sending. Then they finally came back to me and advised that i have to upload a video of the broken part. I advised them they have a picture its just a part and they can use that. Ever since then no reply and i STILL have not been able to use my lawn mower. I then replied and advised i would like a replacement for this one or my money back so i can go buy a mower from elsewhere. Have not had a response from that either.

I want this sorted as i spend about $420 on this mower and not able to mow my lawns.

I order this antenna on Jan 16th 2019
Received it today in a box (in pieces) when I ordered it your website fail to disclose that "assembly was required" if it was the case I would not order it as I'm not prepared and unable to assemble it...
Then it was sated follows:
IN THE BOX
1x Rotating Outdoor TV Antenna
1x Extra Long 12m Cable
1x User's Manual (not included)
So that is incorrect (no such manual was included)
Finally, to make things worse I am unable to contact Kogan the number provided in GOOGLE (for complaints or contact us) it's only for Kogan Mobile this is totally unacceptable that a customer has no contact number to speak with someone but is made to go through this charade of "complaint in writing"

I want a refund ASAP
my Name is
Mr Jean-Paul Paix
[protected]@bigpond.net.au
40 Leighton Drive
Edens Landing
Qld 4207 Australia

my mobile phone number is [protected]

I had prepaid sim plan with Kogan.
I am overseas and will not use it for a year. I was cancelling it but based on information provided on webpage, it looked it will be automatically cancelled after not recharging. However today I got a message of the recharge amount that was taken from my account. I am surprised and distressed. Could you help me in returning my money?
Shila Lohani
[protected]

I am very disappointed how my product arrived. No outer box to protect the item. Box looks like it has been kicked around. I wanted to give this as a gift, how embarrassing. If this product doesn't work when my partner decides to use it. I will be very annoyed and you will hear about it. The last time I buy anything form Kogan. Also I would have preferred to speak with someone rather than this sort of communication.

I've placed an order on 21st December for Intel BOXSTK1AW32SC Compute Stick Mini and paid $223.03 with delivery to home address. Order confirmation has come immediately via email. Delivery has been indicated in 2-3 weeks. I've started to wander where the item I've ordered is on Monday 14th January. Logged in to website and in order progress I've found "Dispatched 1st January". Tracking number is given for Start Track delivery. I've contacted Start Track delivery and received following answer: Thank you for contacting StarTrack regarding consignment IDQZ00058637.

"From the details we have available to us, this item is not within our network. It appears the freight has not yet been picked up from the sender.

Please confirm with the sender that the freight has been dispatched. If confirmed collected we will be able to lodge a case."

For 2 days I'm trying to reach Kogan.com to find out where the product is. Sent 5 emails, only response I have is automated FAQ page references. Support phone has only automated message. No contact, no response, not able to track where item is or talk to support person. What kind of business is this? Never again order with Kogan.com!

Kogan had boxing day sales where portable air con units were an additional $200 off. I ordered a 4.1kw portable one and paid $299. The order stated 1 - 2 business days for shipping. Eventually early January I started querying when this would be shipped. No comment or answers to emails. Eventually on the 9th January they sent me an email saying it had been escalated to a Senior representative. Still no response. On the 14th I finally had enough and told them I wanted to know when it would be shipped and would complain to the ACCC. Strangely enough that prompted a response telling me that they were out of stock due to overwhelming demand and would refund my money and give me a $10 credit on my account for the inconvenience. YET they are still advertising and selling the same air conditioner online (now at the + 200 price). They kept my money for 3 weeks earning interest in their bank account. It couldn't have taken them 3 weeks to decide they had more orders than stock. More like they didn't have it in stock, and wanted to see how long they could wait until people complained. Nice way of earning interest off other peoples money.

i bought a kogan 49k agora smart tv on july 12, 2018, with 5 years extended warranty.on 12 jan 2019 while it was turned on it suddnely got little sparkles of fire and smoke coming from the back of the tv power cable port and the tv display was gone.i immeditely turned the power off.but i turn it on to check nextday and it was not turning on at all.i tried to contact kogan customer care number which is useless to lodge a complaint and there is no live chat to discuss about the incident and no email to contact them.

Hi there,
I am contacting you as i have had a gutful of your inferior email customer support, and you have no person i can speak with on the phone and no person to person customer service.
We purchased a Kogan 50" 4K television on December 13, 2018 and have had a number of issues with it since the day it was delivered. Kogan order # F42BVJM4.
To start with the tv was delivered whilst we were not home, the driver left the tv out the front of our house, amazingly it was not stolen. After contacting Kogan customer service they told me nothing could be done to investigate this matter which is utter rubbish - refer your ticket 6999279 - Kogan email response received Dec 22, 2018.
The next issue we have was poor picture quality, where we received another Kogan response Dec 24, 2018 and Dec 26, 2018 where we were advised the picture quality was good from the photos i emailed to Kogan, how could your team possibly verify true tv picture quality via emailed photos.
The next issue we have is Netflix freezes at any point where the only way we could unfreeze Netflix was to unplug the tv from the actual power point as the tv would not respond to any buttons pressed on the remote control. We were then provided a link and instructions to follow to rectify this issue from another Kogan response Dec 28, 2018 . The file we downloaded from the link provided by Kogan did not work, instead we kept getting error messages that the file type was incorrect.
We were also advised at the same time to download a firmware update as we also experience an issue with free to air catch up channels would freeze, which we followed the instructions exactly, and repeated this process 3 times, yet was again told by the tv that it was the wrong file.
Jan 1, 2019 we received another Kogan response advising to use a smaller capacity USB stick to download the firmware update file onto, which we did but again the same errors occured.
The next issue we experienced was the remote control became very slow to respond and very unresponsive, even when directly in front of the tv. We tried several sets of brand new batteries but this makes no difference. We received no response or acknowledgement from any emails sent to Kogan about this matter.
Almost from the first time we emailed Kogan about all of these issues it has taken 2 or more days each time to receive a response, and from Dec 27, 2018 we have requested a replacement or refund. After the firmware update files failed to rectify the freezing issues we insisted on a full refund yet it took another several days before we even received instructions to return the unit.
I then had to send 2 more follow up emails requesting that we wanted to return the tv and wanted a refund before we received authorisation to return it.
Since Monday Jan 7, we have a had a green line down the right side of the tv screen.
This product is a lemon, nothing short of a poorly manufactured product.
My wife and i are disgusted at the poor lack of customer service from Kogan, and the fact that its been 3 weeks and we still have a faulty tv and the tv is still not collected.
Earlier in the week we booked the tv to be collected on Friday Jan 11, we were told it would be collected between 2-5pm, instead Allied freight arrived shortly after 9am where we were still in the process of packaging the tv for return. The driver said he would return, the driver did not return. I then contacted Allied who advised they would return today, Saturday Jan 12, again Allied have not showed up.
I am fed up with this appalling lack of service, for goodness sake i just want my money back.
I have advised Kogan customer service that if this tv is not collected on Monday Jan 14, and i do not have my refund in full by Friday Jan 18, then i will be escalating this matter to the department of fair trading in Australia, and also applying for compensation for all my lost time, undue stress and hardship and inconvenience.

I sincerely hope that whoever you are that reads this can get this matter sorted before such lengths need to be taken, all over a simple matter of collecting your own faulty product and refunding me my money.

Regards Matthew

My bank statement clearly shows that I paid Kogan $152.10 on 12th. Dec. for a further 12 months's service.
My previous contract was due to finish on 17th. Dec. 2018. Therefore I had paid Kogan five days upfront.

When my bank statement arrived I found that Kogan had deducted a further $161.82 on 18th. Dec. 2018.
I phoned at 11.30 a.m. on 10th. January and requested a refund of the $161.82 which should not have been deducted.

Today 11th. January I received the following on my mobile
"Sorry, your prepaid plan has now expired. To recharge your plan please go to accounts. koganmobile.com. au.

Please see that 1) the $161.82 has been refunded and
2) my service is reconnected asap since I had already paid you $152.10 on the 12th. December 2018 order no. #X4KXDB24

Valerie Andrews [protected]