Kogan Australia
Reviews and Complaints

1. I ordered the shoes 03/03/2020 - they did not arrive until 01/05/2020. This is over 8 weeks later. The order was placed well before the COVID outbreak in Australia.
2. I asked 5 times how to lodge a formal complaint and this was directly ignored. The person ignoring my request was Angela - see email train for evidence on this correspondence.

I will be escalating the poor service - both product delivery and customer service. I am appalled I had to chase the delivery to have it posted and ask 5 times for how to make a complaint. This is unacceptable.

Order: 3U4Y4JJT

I am complaining about your company's poor customer service and being misled by your website information about the availability of a product.
I purchased the above-mentioned product on the 20th March 2020 and paid over $300 for it.
It was on Pre-sale and the website stated that it would be available on the 24th March.
On the 24th March, the website stated it was still on Pre-sale and would be available on the 31st March.
On the 31st March, your website advertised the product as being available for purchase and Low Stock (no-longer on Presale) and could be delivered within 1-2 days.
Since I purchased the product Kogan no one from your company has contacted me! No or any information about the status of my order, delivery estimates, nothing at all!
I sent an email to your so-called Customer Service reps. I was told that it was too bad and my order was delayed at the warehouse.
This customer rep. did not do anything to help me, did not make any enquiries, and did not give me an estimate about the delivery of the product that I have purchased.
I sent another email to enquire about my order on the 31st March and received an email stating that "we are sorry your order is taking so long; I have asked the warehouse to provide me with an update".

Finally! Someone at Kogan did their job and made an enquiry and told me they would get back to me.

What the F have your workers been doing since I purchased the product of the 20th March?
Bugger all! No contact what so ever!
Your happy to take my money and keep me hanging and discriminate against me, prioritising others that ordered the same product after I did!
You may be doing great business on asks these days, but that won't last.
You think you can treat your customers like crap, but I can tell you that if that's your policy, its flawed.

What do I want?

Send me my product today! Now!
Communication, letting me know when I can expect to receive it, tracking information and so on.

If you cannot send me my product as of TODAY, I want a full refund immediately!

I will also delete my accounts with Kogan and Dick-smith and make a complaint in relation to your company discriminating against me and taking advantage of the pandemic (False Advertising and Price Gouging).

Thanks for your great customer service,

Kamal Bekhazi

Contact Details
Full name
Kamal Bekhazi
Email address
[protected]@yahoo.com. au
Phone number
[protected]

Purchased 19.11.2019 for my son for High School, at the 1st week or two of the last term for 2019. He only used it at school & very little time at home for homework. My 12 yoa son complained that he did not have enough room to download his Science book. Upon looking at the Laptop I found I couldn't 'update' Windows & it was saying there was not enough space to update.
I contacted Kogan.com 14.2.2020 only through an email service & had to wait for a reply.
Customer care at Kogan.com replied on 14.2.2020 as I thought that they had sold me a 32GB instead of a 64GB & they informed me that I had bought a 32GB memory & could I provide a photo of the device showing the capacity of the storage that Windows 10 occupied.
17.2.2020 I gave photo's of the "Windows Update Database Error detected' & told them that I had a Faulty Laptop.
19.2.2020 was told to try and uninstall Windows. Wouldn't uninstall Windows.
20.2.2020 I told them that I do not want a repair or replacement want a refund.
20.2.2020 they sent instructions on '3 Ways to remove Microsoft account from Windows 10'.
21.2.2020 troubleshooting steps did not work. They said 'Unfortunately it appears that your product is faulty' they will arrange for the product to be returned at their cost.
22.2.2020 They said 'must be faulty' send it back.
26.2.2020 Return authorisation #RA1452201
1.3.2020 Confirm if I sent back the parcel with the labels provided
3.3.2020 Sent back via Australia Post to Mobile Device Services Factory 10, 21-25 Panamax Drive, Ravenhall Vic 3023
I repeatedly told them that I want a REFUND for the faulty product & I do not want it 'fixed by their technicians' or replaced.
They said 22.2.2020 'Once our technicians identify a minor issue with the unit, given the time-frame and the said nature of the fault, we have to elect or nominate a free repair.
8.3.2020 Update email, the item is on it's way and has been processed in Melbourne Vic facility.
12.3.2020 Confirmation email saying that they had received the Laptop and the Technicians are looking at it there will be a 14 calender wait.
12.3.2020 I said outrageous in a reply email. They said "When our technicians carry out their assessment they ensure that all provided information is taken into account and every avenue is explored before coming to any conclusion" "In the event that a product is assessed and a fault can't be found, we will make sure to contact you first before any further action is taken"
18.3.2020 Update email. Good news! I can confirm that your device is already on its way to you. With the despatch numbers.
They are returning the faulty Laptop.
I am so furious at this point.
Invoice #[protected]
Order #2NYFNRCB $404.98 incl. delivery

Would love to give you copies of the emails but your site will not take document PDF's so I cannot give you the proof.

Kogan Australia : Am a Kogan First Customer and have purchased many items from them; one thing that I notice recently is that customer care is almost non-existent.
I ordered a TV and got a broken box which I subsequently took a picture and did not accept a broken box; and immediately sent them an email to ask them to resend another good box.

No response came back from them.

Two days later, I received an 8 in one USB to LAN adapter which I received today, and in spite of testing the same thing on two machines, it gave the same issue. Seems like Kogan branded products are now getting very bad.

I want either a refund for the products or alternatively a working model and if the Kogan team can at least respond to customer complaints after they sent broken products to their customers. And we need a phone number to talk with a human being especially when their help desk website gives you a run around before you can even write to them about the issue at hand.

Disappointed to say the least.

Hi, I've ordered Fitbit Versa2 through your website and by the time of the purchase it was automatically signed me up for Kogan first membership which I never wanted. I only realize this once my account got debited of $99 for the membership fees which I was shocked to see. I'm not happy with this unexpected payment and want my money back Kogan took out from account. If I don't get a positive outcome for this I will take this matter to the Ombudsman to get this resolved. When I did reserch on this I saw lot of reviews from other unhappy customers who experienced the same issue as me aand it was very shocking to see that a reputed online retailer like Kogan also misleading their customers. My wife was your regular customer which made me to have trust on you but don't think either me or my wife will be your customer anymore. I do appreciate if you resolve this matter as a priority and refund my money back to me as I can't afford to have unnecessary expenses at the moment. Thanks for your help and looking forward to a positive outcome.

My existing plan Expiry date is 06/02/2020 and your agent told me that I only need to pay AD155.00 for renewal. However, my ANZ Bank January 2020 Statement invoice printed a transation of $164.20 on 09/01/2020 by Kogan Mobile on VODAFO Syney. Therefore, refund $8.80 and change the expiry date to 06/02/2021 instead of 08/01/2021.

Meanwhile, I prefer to renew my plan via your agent instead of charge to my Bank Card directly.

Regards,

Liew Kiew Hung

Phone Number: [protected]
email: [protected]@gmail.com

After 2 months using the product it turned off and didn't turn on again.

The customer service is very frustrating as I tried to contact them and they kept asking me to try to turn on even when I said before that it wasn't working. When they finally said they would send me another one they asked me to backup and delete the passwords in the device even though I had told before that it wasn't turning on. I mean... do they really pay attention to the complaints?

They said that I would have to send my default product back but they sent me an email saying that I would have to pay for the postage... Seriously?

I am extremely upset about the product and the customer service.

They don't have a phone number so we can call and solve everything quicker and we have to wait for, at least, one day to get a simple answer regarding the product and, most of the times, they don't even give you an answer that will help you to solve the problem.

I was told Kogans was a reputable company to buy from, well their products prove them wrong. I have purchased 5 items from them over a 2 year period, a kogan bread maker, 2 x fat free fryers, a set of digital scales and a set of cutting tools. The 3 electrical items broke down just after their warranty ran out (they told me I should have taken out extended warranty, which to me is poppycock, as if the item is good it should at least last longer than 1 year. (Are they purposely build like this as their way of getting more money). I am a disability pensioner and extra money is not in my budget. I buy on the belief of what their reviews tell me and I'm certain they only put up the good ones!"
I WILL NEVER BUY FROM THEM AGAIN AND I WILL BE TELLING ALL MY FRIENDS AND ACQUAINTANCES HOW MUCH OFF A RIP OFF THEY ARE!

I placed for gift cards on 20th dec 2019 and still now i haven't received my cards yet and i do get answers from the customer service that they called me and i didnt answer my call.. all wrong information given and excuses by kogan customer service person julienne.

made my baby unhappy and my new year and christmas.

[censored] kogan

all communication made by the service centre is wrong info.

I have placed order for a case of wine through kogan on 18th Dec. for Christmas, because the website showed order would be dispatch in 1-2 business days. However, my order has been sent out from warehouse on 23rd Dec. I was ok to miss the wine before Christmas and expect it would be delivered before New Year. Kogan website showed delivery would be on 30th.

Yesterday I was waiting at my working place whole day, no one showed up and no one called. I tried many time to contact courier and phone is always engaged. Today is the last day of 2019 and my order is still not here. I have tried multiple times to contact Fastway which is the courier. The phone is still busy until 3pm and then auto reply told me they have closed (the website shows they are supposed to close at 5pm). I would like to put through complaint about the seller and the courier they choose.

I trusted kogan sells good products and also hope can provide good services. But based on my experience now, I don't feel confident to recommend kogan to anyone I know. Everything is too unsure. There is not direct way to get in touch with Kogan which makes disputed resolution process even more difficult, since there no direct contact phone number or link for complaint.

Hi,

I purchased this dishwasher (Kogan 9kg Series 7 Front Load Washing Machine) assuming that i was getting a 9kg dishwasher which was an amazing. To find out that a 6.5kg washing machine has been delivered and can wash (9kg) of clothes. this is in-correct as my old washing machine is the exact dimensions of the new washing machine delivered (old washing machine is a 6.5kg)

So fair to say i am disappointed as i bought the 9kg so i could do less washes to find out it is the exact same size as my old washer.

I am not asking for a refund all i am asking is that if i have a 6.5kg washer that i want to pay for a 6.5kg washer.

so if you could please refund the dollar difference from your so called 9kg for a 6.5kg that would be much appreciated.

If this said 6.5kg i would have not bought it and would purchase one in store.

i look forward to your response.

Thanks,

Justin Griffin
30 steves way, coomera, qld 4209

my order number is ECKFFAPG this was done on Afterpay, i still have not received it then i look online and it say's UV-A LED Electric Insect Killer Pest Zapper 16W1 x $39.99
Sold by and ships from Traderight
ORDER CANCELLED - REFUND REQUESTED
I have not asked to cancel this order it is a christmas gift and i want it.
I AM STILL GETTING CHARGED FOR IT ON MY AFTERPAY SO WHY DO I NOT HAVE THE PRODUCET, I WILL NEED TO CANCEL IT NOW AND GET IT TAKEN OFF MY AFTERPAY i will purchase it somewhere else.
This is the worst experience i have ever ever ever had on online shopping i have sent that many emails to ask what has happened and no response and i can not call Kogan Australian and they don't help on facebook page aswell. It is just to frustrating to order something and get no help for customer service. I won't be shopping with you ever again i like to know you can contact your company by phone not email as no one has even responded to mine and this was a Christmas gift i can not give now. So can you please cancel my order and cancel the payments on Afterpay. Never again not a happy customer at all.

Good afternoon

Im very displeased. I can see my order that was duplicated was cancelled
But, i never paid anything on this order
It was processed by after pay.

If this is cancelled and no funds paid why am i getting a credit
This duplicate Order should have disappeared off my afterpay list

Can i please confirm.
GL2YRP8N
This has not dissappeared off adterpay
Id like to stay a return customer

Hi,
I had ordered shoes and jacket from Kogan.com (Order MDETTV9D) which was delivered on 26th Nov 2019. Both the items are small in size and I want to return them but I am not able to find any return option in my order summary on the portal. I tried contacting kogan.com but no luck. Please help me with my order returns so I can return my items and get my money back.

Hi

I have been trying to get a return address for a smart watch I had purchased. I have sent numerous emails and receiving unhelpful responses, " why don't you want the watch" .
It has now been past the 14 days due to there delay in providing the return address details that I had be trying to obtain.

I'm absolutely so frustrated with the customer service team!

Please help me with providing the return address.

Can you please look into the email trail and provide the staff with some sort of training so no one else has to go through this!

[protected]@hotmail.com
[protected]
I purchased 2 Smart watches

Tax Invoice
Invoice # [protected]
Invoice Date: 16 October 2019
Order # NRPTEREH
Order Date: 15 October 2019

Regards,

Michelle

I ordered from Dick Smith NZ's online website which is actually Kogan Australia, on the 26th September in what they called a "presale". My order was meant to be dispatched by the 15th October. The 15th came and went with no dispatch information so I contacted their only customer service option, an email service. They informed me they would check with the warehouse. I followed up twice over the next few days before I got an answer that there had been a delay and my iPhone order might not be dispatched for another two weeks. That "dispatched by" date too came and went and again I followed up only to be told more delay, and it would be dispatched by 3rd November. It is now the 3rd November and I am growingly increasingly frustrated that I paid well over $1000 over a month ago and keep receiving excuses for why my order is not being shipped to me. I even paid for shipping! This whole experience has really turned me off of purchasing from Kogan/Dick Smith ever again. And everyone I have conversed with about this has said they anecdotally were aware the company should be avoided. If only I had known better.

Kogan took out $99 for their "free annual delivery" even though I never signed up for it and have never made a purchase from them. Apparently it is not refundable. Please be aware of this and do not even look at their page. I am currently dealing with my bank and hope to do a charge back as I am not even sure how they got my account details. It is fraud.

I need to return my last order. The item is not fit for my device . (I have done a wrong purchase and would like to return the item).

Kogan website has a 14 days change of mind policy, which allow for returning items .

Been trying to send them a message (at Kogan's website) by contacting customer service . It doesn't works or it seems it doesn't exists anymore.

Please, advise how to proceed .

Thank you .

Kind regards.

Lindsay Veloso.
[protected]

Hi,
This is the second time I have completed this form as I have not received any response the first time which was nearly one month ago.

Date of purchase: 16th September
Order number: BZKGCQW8
Product: Used Demo Apple Iphone 6S 64GB Phone - Space Grey

The phone is getting very hot during use and the battery life is very low. Once is has been fully charged the battery is only lasting for a max of 4-5 hrs after very little use.

We would like to request a refund please

Purchased a king single bed frame (Artiss King Single Size Wooden Bed Frame Mattress Base Timber Platform) for our spare room and less than two months later the bed slats, made of cheap pine snapped in two places! The bolts provided were too short and had to be screwed in several times to tighten after the first assembly. As this item is under warranty, I followed instructions via help desk and included photos of damaged item to which I received an emailed response 28 hours later.

The email advised that they would replace the damaged slats and beams from another stocked item (these would be the same flimsy pine slats and beams that broke and collapsed like balsa wood!). Notwithstanding, the bolts which are too short and two have snapped in half. I explained that this bed was unsafe and should not be sold. I have no choice in the matter but to either assemble it again with the flimsy beams (which will obviously break!) or accept that I will never get a refund and have to let it go. As a result I feel like I have been pushed into a corner with no resolution. I'm a single parent who cant afford to be buying two beds in two months! Bad form Kogan. Lesson learned the hard way!