Kogan Australia
Reviews and Complaints

Paid $639.00 for Kogan 55" Agora Smart 4K LED TV (Series 9 MU9000) - Refurbished.
Will not work and trying to get in touch with KOGAN is fruitless. I see that out of 239 complaints listed here, only one has been resolved. This just not good enough

I NOTICE THERE ARE MANY SUCH COMPLAINTS ABOUT PRODUCTS FROM KOGAN. IS ANYONBE INTERESTED IN FORMING A CLASS ACTION SUIT AGAINST THEM. I CAN BE CONTACTED AT - [protected]@gmail.com.

I need someone to contact me regarding my order that I have made today 9/5/2019 it's showing that I have no pending orders on my account, so I'm concerned something has gone wrong and the order will be not processed, but the money is pending, so I wanted to cancel the order but it won't let me as I have no orders made there is no way to contact anyone on this site which is very frustrating, the item I have ordered is a television and as I have no email regarding the order I need to know what will happen, but most of all I wish for my order to be cancelled

I recently decided to get nbn internet put on at our home!
And asked a few friends if they could recommend which company i should go through!
Kogan Internet was suggested!
(We've never had internet on at our home as at our last house we were always in a black spot)
I contacted Kogan and was going to get the bronze deal and pay $79 for the Kogan modem!
Then I looked at the silver deal and saw if you chose that deal you wouldn't have to pay for the modem, so I ordered the silver deal!
I got a message saying our nbn was now connected!
5 days later a Kogan modem arrived!
I plugged it in! It didn't work.
After talking to your staff they agreed it didn't work and arranged for an nbn technician to come out!
He came out, tested the DSL line, connected his modem up to the line and his modem worked great. He then told us that he regularly gets called out to new home connections that have joined up with Kogan and 9 out of 10 of the modems being sent out don't work!
I then rang Kogan
They sent out another modem! Guess what, this modem didn't work!
I rang Kogan
They sent out the nbn guy again!
He came, Connected up all he equipment, which said the internet line worked great!
I rang Kogan again, told them what the nbn guy said!
They suggested I buy a modem as they NEW that the modems that they are sending out have a problem and basically DON'T WORK on the dsl line!
The guy on the phone also said that Kogan are in talks with the Firmware suppliers to get replacement modems that actually Work!
The person on the phone offered me a $25 discount voucher for use on the Kogan site! And told me to go to a shop and buy a modem!
I asked if they could send me a modem that they sell on the Kogan site, that would actually work as a replacement, but apparently they are not allowed to do that!
I then said, ok, can you apply a credit on my account for $79, which is the price of the modem on the Bronze deal, but again apparently they are not allowed to do that either!
He then offered me $25 dollar voucher again!
I refused the voucher!
I am not a happy customer!
Both me and my wife have been Kogan mobile customers and have purchased 2 tv's and various other items from Kogan in the past, and have suggested to other people to buy from Kogan!
Not sure if I'll be recommending Kogan to friends in the future!
Dave

Sent from my iPhone

My name is Ahmed Munir. I purchased the Samsung Galaxy S8 Dual SIM G950FD (64GB, Black) for my wife, late last year. Kogan was recommended by a friend who had earlier purchased from the company, I decided to purchase from Kogan as well.

The Phone arrived in December 2018. Right from the start we faced issues whereby the phone signals kept randomly dropping, other than that the phone was working fine until my son accidentally dropped it and broke the screen. I decided to get the screen installed from a local vendor. To much of my surprise and rather extreme SHOCK, when the technician opened the phone i saw that the Kogan phone that was sold to me was infact a refurbished phone with second hand/refurbished parts such as the screen and the mother Board.

I am extremely disappointed and rather angry upon this discovery. It is extremely annoying to know that the new phone that i had ordered and paid for is infact a second hand/refurbished phone. Before the discovery i could not even image this from a company of a scale of Kogan. I would like this issue to be taken up with Kogan and request fair compensation for this fraud.

I have attached the photos taken at the time when the phone was opened for installation of screen, the photos are self explanatory and show the refurbished parts. I have also attached the purchase invoice for reference.

Kind Regards

Ahmed Munir

Mobile: [protected]
Email: arch.[protected]@gmail.com

The reference number for this complaint is ID 2x86jthj. We have not received this product despite sending numerous emails asking for a credit and change of product. We cannot access the online account under Chris Burton as it keeps rejecting change of password. We have also already paid shipping on this product and do not wish to do so again; even if we could access the account. We consider your company in breach of contract and ask you refund the money to the credit card under J Fallon along with shipping. We advise you have seven days to so or we will be commencing legal action. Please respond as no response will quicken the pace of proceedings.
Email contact is [protected]@gmail.com.
Regards
Joe Fallon

The television was delivered 3.5 weeks ago. and has not worked correctly since installed.
The HDMI inputs will not hold a HDMI cable firmly (the same HDMI cables are held firmly in my 10 year old Plasma TV)
The picture is fuzzy when using the ATV/Antenna input (the same cable gives me perfect picture on my 10 year old Plasma TV)
I am not able to use the new TV and have to use my old Plasma TV that the new TV was to replace.
I am not receiving any support service from Kogan which I have paid for.
I want the new television fixed and wish to cancel the extended warranty.

Re: [Kogan.com Help Desk] Re: No Picture Just Striaght Vertical White Line down Middle of Screen Suggesting Tube Problem

Kogan.com Help Desk

Fri, Apr 12, 2:10 PM (11 days ago)
##- Please type your reply above this line -## Your request #7258494 has been updated. Reply to this email to respond. Note: Responding to this query before we

Kogan.com Help Desk

Sat, Apr 13, 5:03 PM (10 days ago)

to me

##- Please type your reply above this line -##
Your request #7258494 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.

Ruth (Kogan.com Help Desk)
13 Apr., 17:03 AEST
Hi Christine,

Thanks for your patience.

Your return ID is RA1342232.

We have arranged for Allied Express to collect your item on 15/04/2019 between 9:00 am - 5:00 pm.

Your consignment number is AOE5037665P. Please find the attached consignment label to this email.

This will need to be printed and attached to the package.

You are able to contact Allied Express on 13 13 73 to make any amendments to the booking.

Once this has been collected, please notify us by replying to this email.

Please feel free to contact us if you have any further questions or concerns.
What the Hell is happening No Responce

We purchased a tv from Kogan on the 14th April for our holiday house. We had guests booked for the Easter break. We were told it would be 1-4 days. As it turned out it was one day, but we were not informed the delivery was coming and as it is a holiday home we needed some notice to get there. We were then told it would be delivered the next day. I took a day off work and still nontv. Ringing Allied express was very frustrating, l was put on hold for 20 mins at a time. They assured us it would be there the next day. My husband took a day of work and still no tv, even though we were told it would be on the truck. So our guests have arrived to no tv and now we have the Easter break. Your courier service is an absolute disgrace. We have paid $600 for our tv and we have no idea where it is. What are we supposed to do take all next week of work and hope it comes. Unbelievable! This has put us of ever using Kogan again
Can you please find our tv. Our email is [protected]@bigpond.net.com
Regards Cathy Tailby

I purchased an weight bench, had it put together and found it to be faulty. I advised Kogan of the problem via email and after some time, a Video showing how unsafe the product was and numerous emails Kogan advised that a courier would collect and a refund would be issued. Kogan instructed that the bench would need to be disassembled and repacked and instructed me to do this for the courier to collect.
I advised Kogan more than once that I had someone come in to put the bench together and would require someone to take it apart, I also advised that to use the packaging the bench arrived in, as Kogan instructed, I would need to purchase tape and extra packaging as it arrived in very poor condition. In any email reply received from Kogan they chose to ignore the question I asked regarding reimbursement for these costs on top of the refund for Kogan's faulty and dangerous item.
Throughout these emails, there was a section at the bottom of the emails received from Kogan stating if I'm unhappy with the service I can request the issue is escalated to a Kogan senior customer service officer - I requested this in no less than 3 emails - no acknowledgment or reaction to this request.
The final email I received from Kogan was 27/3/19 advising they would process the refund - I still haven't received anything. I waited until 5/4/19 and then emailed to ask why I hadn't received the refund and have received no response or to date any refund at all.

Dishwasher has flooded. Customer support contacted online (no phone support line) and its a week later and still no contact.

The troubleshooting service was used but didn't help resolve the issue.

I'm 37 weeks pregnant and need to get a new dishwasher sent ASAP!

Just need someone to hurry up and get back to me to collect the current device so we can get a new one in the way.

We purchased insurance with the product too.

Iphone SE. delivered last week and unable to charge the phone we took it to a Telstra Shop and they tested it and said the battery is at fault. Common problem with I phone SE so I sent them a message and they still have not replied today I rang them and was told to e-mail them with the problem, I feel if i email them again nothing will happen and we are out of pocket even more.

IV been trying to contact someone at kogan every day since I received my order and I'm still waiting for a response!
I want my order fixed so I can use my tool box..

The service is extremely poor and the phone number you provide is a pointless number to call it only tells you to go on line and contact you and that useless I'm still waiting for your response.

Air conditioner could not form a seal around my window. This left a large area for cold air to escape out the window. I contacted Kogan immediately. They agreed to a refund as I had contacted them within 14 days. I had to chase them up each time. I sent all the photos, receipts etc despite them asking again and again. They denied saying they would refund and denied receiving my documentation.
But, they eventually allowed me to return the product. Again, I had to chase them with many emails . they mostly just sent automated responses. I chased more, they eventually gave me a credit, minus postage, with their company.
I'm insisting on a full refund as product did not do as claimed. They said credit only due to change of mind. At no time was it change of mind, but goods not fulfilling claims.
I am still wanting a full refund. I certainly don't want credit with Kogan as I will never purchase from them again.

My tv no longer works, i contacted them and with thier assistance tried numerous 'technical fixes' but nothing worked, kogan eventually agreed after 7 weeks of going back and forth that it was covered under warrenty. They arranged a pick up to take to their techicians for 'assessment' tbat was on the 9th march, they said to allow two weeks for assessment. I emailed after 2 weeks and again a week later, but no reply. I cannot find a number to call them. I have a work order for the techician in townsvilke but no answer in the phone - what can i do? Adele

Kogan sent a 'NEW' iPhone SE which didn't work (would not charge at all so never turned on). Tried to tell me to go to Apple to fix it, but Apple said it wasn't under warranty (despite it being NEW). Eventually I took lots of pictures of the product, emailed these images to Kogan, who then emailed info on how to return the product. I returned the product. They then said they would send out a replacement. They sent me an empty bag (a Kogan soft mail bag, curled up and stuck at opposite sides to make a cylinder open at each end. I was shocked. I emailed Kogan again. They asked me to take images of this empty bag I was sent. I did this. I have now been waiting nearly a week with NO REPLY from Kogan since I sent the images of the empty bag.
All up, it's been nearly a month said I purchased the phone.

From: Dipak P, APS&JP NSW [mailto:[protected]@yahoo.com]
Sent: Sunday, 24 March 2019 10:42 AM
To: 'cs@newaim.com.au' ; 'help@kogan.com'
Cc: 'Seema Padhiyar'
Subject: FW: [Kogan.com Help Desk] Re: 2 in 1 Mirror Storage Cabinet(white)

Dear New Aim Team/kogan

KOGAN ORDER NO : QJL4HKCK
KOGAN request #7214360

We have purchased this product from Kogan online. We have sent them detailed information as to why we wished to return the product. They have responded back saying I as customer can liaise with you people directly.

The product we received is opened, possibly used or may be someone have purchased and returned to Kogan or your factory directly.

We are not happy with our purchase and product we received. We have paid for new product and have receive either opened or used item.
We wants return it back to Kogan or yourself for full refund.

The product we can return would be as it is, it is in sellable condition but you might have to sell as second hand or used or something

I am lost complete faith in Kogan as their customer service is less than satisfactory and I will never buy any product from Kogan ever as I now know how they deal with their customer.

Instead helping me out, and organise product to be returned and process a refund, they are trying to pass on ball to other. This is not a good business practice at all.

We would like to have refund either from you or Kogan.

Please donot pass on ball to others and play with customer emotions. This is bad business practices.

Kind Regards
Seema Padhiyar and Dipak Padhiyar -APS
LREA & Justice Of Peace, NSW
Member of ALP I Community Worker
Blacktown, Sydney - Australia
www.dipaksocialservices.com

Contact :
Mobile: +[protected]
Office : +[protected]
Email : [protected]@yahoo.com
Disclaimer:
The content of this email and any attachments may be privileged, in confidence or sensitive. Any unauthorised use is expressly prohibited. If you have received this email in error, please notify the sender, disregard, and delete the email.This email may be corrupted or interfered with. No warranty is made that this email and its contents are free from computer viruses or other defects.

From: SeemaDipak [mailto:[protected]@yahoo.co.in]
Sent: Sunday, 24 March 2019 9:57 AM
To: Dipak Padhiyar
Subject: Re: [Kogan.com Help Desk] Re: 2 in 1 Mirror Storage Cabinet(white)

On 22 Mar. 2019 2:56 pm, "Kogan.com Help Desk" wrote:
##- Please type your reply above this line -##
Your request #7214360 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.
Bob (Kogan.com Help Desk)
Mar 22, 14:56 AEDT
Hi Seemar,
Thanks for your email.
I am sorry to hear that you're having an issue with your Mirror Storage Cabinet. Allow me to assist you.
All New Aim products are covered by a manufacturer's warranty so you can deal with them directly if you choose. Alternatively we can deal with your issue, however, the manufacturer can usually provide a quicker turn around than us as they have a dedicated support team and access to replacement parts.
If you want to contact the manufacturer here are their details: cs@newaim.com.au.
You will need to supply the following information:
• Full Name.
• Contact Number.
• Delivery Address.
• Serial Number/IMEI number if applicable.
• Description of the fault.
• Photos/video of the item and the fault.
• Sales Invoice.
Should you have any issues or further queries, please feel free to contact us in reply to this email and I will get back to you promptly.
Kindest regards,
Bob
Customer Care Team

[3Q4KQL-4MO0]

Good morning

As you can see the below email I has been sending kogan in regards of 1 x kettle missing from my delivery when it should of been 2 which I have paid for-I have sent over 9 emails and they still haven't sent me what I have paid for as I explained I only received 1 kettle and I would like the other one I paid for, I cant see how its taken over 1mth for the delivery of the out standing kettle we are honest people and we are getting treated like a like criminals. Can some one please help me with the outstanding kettle I paid for.
The bottom email which was sent on the 27feb explains - apologies for missing 1 x kettle and the out standing kettle is on its way-but am still waiting.

Regards
Brad smith

Hi
Can you please track down where my kettle is as the tracking number you suppled does not work.

Its been over 20days since the kettle was sent - I would like some one to reply back with the information on the eta and why it has taken over 20days and I still haven't received it. This kettle was supposed to be for a present and now its to late. I would like a answer cob today please another wise I will take this matter further.

Regards,

Brad smith

—

From: brad smith
Sent: thursday, 14 march 2019 7:27 pm
To: kogan.com help desk
Subject: re: [kogan.com help desk] re: help request: pnt-hhb1742-wht - other delivery question

Hi

As you sent the kettle on the 27 feb 2019 and I still haven't received it and I cant track it with the number giving.

Regards,

Brad smith

Sent from outlook

—

From: kogan.com help desk
Sent: friday, 8 march 2019 2:11 pm
To: brad smith
Subject: [kogan.com help desk] re: help request: pnt-hhb1742-wht - other delivery question

#- please type your reply above this line -#

Your request #7169395 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.

Panatech representative (kogan.com help desk)

8 mar., 14:11 aedt

Hi

Replacement tracking : d8p404586701000935109

Kind regards,
Panatech representative

This response is provided by panatech - the supplier of the product. If at anytime you are not satisfied with the service you are receiving, you may request that your query be escalated to a senior kogan.com customer care team member.

Brad smith

Thu 7/03/2019 9:54 am

Kogan.com help desk;

Kogan.com



Good morning,

Can you please give me a date of arrival for my outstanding kettle.

Regards,

Brad and heather smith

—

From: brad smith
Sent: tuesday, 26 february 2019 1:20 pm
To: kogan.com help desk; kogan.com
Subject: fw: order confirmation de8wbw86

Good morning

My wife received on monday 25/02/19 one of 2 kettles ordered and payed for, when are we likely to receive the other kettle the we payed for.

Kind regards,

Brad and heather smith

—

From: kogan.com
Sent: wednesday, 13 february 2019 9:54 pm
To: [protected]@hotmail.com
Subject: order confirmation de8wbw86

Hi brad, we have confirmed your order de8wbw86. Thank you for shopping with us at kogan.com!

[? Cm_email=smithy_brad%40hotmail.com&verification=88fb6-abfce32154e6284ddca5db88a981e71003f656da]13th february 2019

Kogan australia

Hi brad,

We have confirmed your order de8wbw86

Thank you for shopping with kogan.com!

You can manage and track your order under
Order history, and download the tax invoice
Once your item is on its way
View your order online

Order items

Todo 1.7l glass cordless kettle 2200w blue led light electric water jug white

2 x todo 1.7l glass cordless kettle 2200w blue led light electric water jug white

1 month kogan standard care

Usually leaves warehouse in 1-2 business days

Delivery address

Name

Brad smith

Phone

[protected]

Address

11 shearwater way

Suburb

Gosnells, western australia, 6110

Australia

Brad smith

Tue 19/03/2019 3:15 pm

Kogan.com help desk;

Kogan.com help desk;

Kogan.com



Hi
Your supplier sent me the close tracking of the first kettle I received as i'm still waiting on the other one as I paid for 2 and only received one. All I want is what I paid for which is 2 kettles - I have sent over 8 emails and no one has answer me with the where about of my out standing kettle. Vicki sent me a email on the 27 feb and said it's on the way well i'm still waiting can some please tell where it is as you company does not seem to bother with customers once you have the customer money. This is beyond a laughing matter and kogan is not very professional the way they have been handling my issues.

Regards
Brad smith
—

From: brad smith
Sent: monday, 18 march 2019 2:09:12 pm
To: kogan.com help desk
Subject: fw: [] re: help request: pnt-hhb1742-wht - other delivery question

Hi

Can you please track down where my kettle is as the tracking number you suppled does not work.

Its been over 20days since the kettle was sent - I would like some one to reply back with the information on the eta and why it has taken over 20days and I still haven't received it. This kettle was supposed to be for a present and now its to late. I would like a answer cob today please another wise I will take this matter further.

Regards,

Brad smith

—

From: brad smith
Sent: thursday, 14 march 2019 7:27 pm
To: kogan.com help desk
Subject: re: [kogan.com help desk] re: help request: pnt-hhb1742-wht - other delivery question

Hi

As you sent the kettle on the 27 feb 2019 and I still haven't received it and I cant track it with the number giving.

Regards,

Brad smith

Sent from outlook

—

From: kogan.com help desk
Sent: friday, 8 march 2019 2:11 pm
To: brad smith
Subject: [kogan.com help desk] re: help request: pnt-hhb1742-wht - other delivery question

#- please type your reply above this line -#

Your request #7169395 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.

Panatech representative (kogan.com help desk)

8 mar., 14:11 aedt

Hi

Replacement tracking : d8p404586701000935109

Kind regards,
Panatech representative

This response is provided by panatech - the supplier of the product. If at anytime you are not satisfied with the service you are receiving, you may request that your query be escalated to a senior kogan.com customer care team member.

Hi

My address is 11 shearwater way gosnells 6110 perth western australia

Kind regards

Brad smith
—

From: kogan.com help desk
Sent: wednesday, 27 february 2019 12:32:10 pm
To: brad smith
Subject: [kogan.com help desk] re: help request: pnt-hhb1742-wht - other delivery question

#- please type your reply above this line -#

Your request #7169395 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.

Panatech representative (kogan.com help desk)

27 feb., 12:32 aedt

Hi

We send our apologies for the missing product
Please confirm same address and we can have this dispatched right away for you :)

Kind regards,
Panatech representative

This response is provided by panatech - the supplier of the product. If at anytime you are not satisfied with the service you are receiving, you may request that your query be escalated to a senior kogan.com customer care team member.

Purchase No. 3KTN2GZ2
I assembled the cutting kit on Thursday 14/3 and ran it for 10mins to make sure everything was OK. Apart from one huge kickback when pulling the starter pull cord, all went well. Today 19/3, I started it up again. It ran for about 3 mins and stopped. It would not restart. I let it rest and went through the cold start procedure. It would not start using the choke. I checked the spark plug, which appeared moist so I let it rest again before reinserting the spark plug and trying again. It would not start.
The desirable outcome would be a motor which works so I can get on with gardening
Thanks for your attention

I am not sure if you have received my previous complaints..
This is the second iron you have sent me with the same problem (unable to open and fill the water tank)unless you sent me the same iron...!
I want to return it and be reimbursed.
How do I go about doing this please.
I can't complain about the previous goods I have bought from you.

Tina Simmons [protected]

I purchased a tablet in December last year and it has been faulty since we first used it. I have twice shipped it back to your repair centre to only have it returned to me with the same fault. If I do not get a refund or a replacement I will be lodging a complaint with the Department of Fair Trading. This lack of customer service is dreadful and customers will not return to Kogan regardless of your prices because you cannot manage faults.

My first RA number was RA1318307 issued on 30.1.19 and the second was RA1330360 dated 4.03.19. You can see by these dates how frustrating this process has been as it has been going on since early January.

I expect this to be responded to ASAP.