Kogan.com

About 12 months ago I purchased an Acer KG251Q 24" monitor that was advertised as 240hz... Ordered it and once it got it, quickly become apparent that it was in fact a 75hz monitor despite it being labeled on their site as 240hz... Took screenshots and notified customer service about the issue, where Kogan.com VERY quickly updated their website and mistake and told me I could have a refund if I pay shipping costs instead of HONORING their mistake... I just lived with it, didn't bother, and decided to not use this company again.

So a few weeks go by and I find an Ergolux "racing massage chair" on sale at a pretty cheap price, very competitive with other outlets for the same product... I purchased it, took weeks to ship, and I noticed they shipped it under my google account name, which like a lot of people is a nickname, not my real name... I contacted Kogan and told them of this issue and they ASSURED me it would ship under my real name... Nope it did not, and caused quite a fuss at the post office when it come to identifications! Once I finally had it, I started putting it together to notice the crappy build quality, and lack of instructions... After I figured it all out... plugged it in ready to enjoy a "heat therapy massage" only to find that it is nothing more than a giant vibrator with a broken heat element. Okay so at least I have a chair that looks kinda nice, a definite upgrade over my old deteriorating office chair, right? WRONG, the "recline feature" only allows the chair to recline forward, not backward, kinda like an 90yo driving a 1999 Toyota corolla hanging over the dashboard, and the "recline position" would be in fact the normal comfortable position for me.
Much longer story cut short, don't use Kogan, they are rubbish and customer service is a pack of morons. Please buy elsewhere. This will be the 3rd complaint I have lodged against these con artists.

I can certainly provide some feedback. My (very expensive) smart watch arrived with only SPANISH instructions, for the cost of this watch I should have received ENGLISH instructions unless otherwise advised. I ended up having to google a copy of the instruction manual in ENGLISH to get started. The problem then was the factory settings for the watch itself was defaulted also to SPANISH. So I had to set up GOOGLE TRANSLATE, to work out how to start the phone set up in ENGLISH. For the cost of this watch, I am not satisfied with this ridiculous issue that I had to overcome. If you're going to sell international smart watches, you need to include some form of obvious disclaimer with this product to advise it may arrive in another language and here's some instructions regarding what to do if that occurs. KOGAN needs to step up its game if you want your customers to return. I won't be……

First Kogan.com sent me the wrong product, and oh boy odes it take a long long time to get that rectified. It's been almost 3 months and I am still having to go back and forth with them.
1) First they need all this proof that I have actually got the wrong product (Take a picture of the packaging, then a picture of the product itself, Now the barcode...) All this ask over multiple emails spanning 2 weeks.
2) Then getting to a simple resolution of "giving me the right product" has still not been solved. It's been 3 months now and the customer service person is absymal. He keeps sending me short email responses which doesn't really address the question, and then takes 2 days to respond to any of my replies.

Kogan, if you chose to go the route of having NO CUSTOMER CALL CENTRE, then you better bloody well make sure your email team and processes are able to do the job. What's the point of trying to say you sell cheap products if you can't even deliver it to me correctly? I regret using Kogan and will go with Amazon Australia next time.

This has to be the absolute worst customer service and online purchase experience I have ever had.

I decided I would test the waters and purchase some items for my new apartment, a fridge and bedframe. I needed to cancel the items as Kogan.com had not been delivered on time and I ended up purchasing from much more trustworthy stores. After numerous emails back and forth, generic replies, contact with the shipping company to organise my items to be sent back. I have sent about 15 seperate emails in the past week to get my items refunded and to request for someone to call me to discuss and get some advice. I've asked on 11 seperate occasions to be contacted over the phone and nothing. It's been days, I'm irate with how disgusting the customer service is and how hard it is to get into contact with them, such a simple issue that with all other places I've shopped online could be solved within minutes over the phone.

Terrible customer service and very VERY low quality products! I've purchased few things from them so far and I've been unhappy with the quality every single time. Thinking about the quality I would rather pay slightly more and get the better quality product which will work better and last longer, and the products are not that much cheaper anyway.
I did get a simcard from them at some point. It was horrible! From day one I started receiving marketing calls and I found out they've resold the number so the number has been in the database of many places. I actually started not answering any of the phone calls any more which made me realise that it was destroying the point of owning a cellphone lol to make things worse, Kogan wasn't letting me to log into my account so I could see what was going on with my account. When I called them, their customer service asked me to give them the password to my account! This is the first time ever that a customer support person asked me for the password to my account. This means their systems are terrible.

Always remember - Never buy from Kogan. Kogan.com will screw you everytime.

So I was looking around to buy a Pixel 3a XL phone. They were selling them on Amazon but I wanted to be sure that I got the Australian Version with the Australian power plug. So I wanted to buy it from someone in Australia. One of the only places I could find it was Kogan. After past experience - I normally avoid buying things from Kogan because the customer service is BAD. But limited choices - so against my better judgement I brought it from Kogan.

They sent me the wrong phone - a 3a instead of a 3a XL. I could have bought a 3a from lots of places but I wanted the 3a XL. And the phone came with an American Plug. At this time I was kicking myself. Why did I buy something from Kogan - This stuff always happens when you buy from Kogan.

The only way to get customer service is to send them an email and they take a long time to reply each time. I have been emailing them for a week. After a frustrating chain of emails they are telling me that they will not swap my phone for the one I wanted. And won't even talk about the American Plug thing.

Always remember - Never buy from Kogan.

Received an message from Jarryd at Kogan 19/12/2020 saying tracking number below goods dispatched.
I tried for 2 days to track the delivery, castaway couriers site said check back in 2 hrs time... I tried this over 2 days no luck.
I then messaged Jarryd he informed me on 21/12/2020, that I had the incorrect tracking number and that the goods weren't despatched...
I sent a very annoyed and angry message back requesting management get involved.
I then got an message saying my goods were dispatched on the 18 th December... I messaged back indicating Kogan.com again were lying and sent a copy of Jarryds message NO REPLY...
I then got a message from Will saying I could cancel the order or wait until it was delivered and return it to Kogan... WTF.?...
If I wanted to cancel order I would have 2 months ago...
Wait till goods are delivered and return it...!?.
Really this is management at customer care so what hope have I got...
THEY MISSED THE POINT THEY SHOULD BE GIVING ME A CREDIT FOR THE INCONVENIENCE,
BUT NO ITS ALL ABOUT KOGANN AND NOT THE CUSTOMER,! Fact...
SO AFTER 11 weeks no delivery, so before Christmas I had to purchase another casserole dish from House as it was a Christmas present...
THANKS FOR NOTHING KOGAN ABSOLUTELY USELESS IN CUSTOMER CARE AND HELP...
STAY CKEAR OF THIS COMPANY THEY DONT GIVE A $#*! ABOUT CLIENTS,

I purchased my item on a Tuesday, with express delivery with a (false) hope my would arrive by the weekend...

Two weekends later it still had not arrived despite being marked as sent the day after my order. It took 15 days after the initial order to be delivered. I spent $15 on the delivery alone after being promised it was arrive in 2 days.

Maybe I live rurally? No, I live in an Inner Easten Suburb of Melbourne under 20kms from where it was sent from.

Maybe it was a rare item? No it was an xbox game that just been released 2 weeks prior.

Maybe it was a once off? No my sister ordered an item from Kogan and she still haven't received her item 10 days later.

Ironically I ordered another item from the UK and got it faster then something sent from Melbourne.

The reason for the 2 stars is the otem itself was as described. But if you want you item within a reasonable time frame I would NOT order from Kogan.

I absolutely hate Kogan

I have already told them I do NOT want their spammy marketing emails, and yet, everytime I log in and buy something, after going through all the absolute "filling out webforms / pages" of having TOLD YOU that I do not want any marketing emails, you resume doing it again.

You can tell Ruslan that if this continues I shall meet with him to discuss his and your unethical business practices with him, face to face.

I shall also be lodging the matter with the ACCC under the do not spam act.

Secondly I am thinking about buying another product.

I have told you that I do not want anything to be sent by Australia Post - I really don't give a care - I want it sent by courier.

So I am going to buy it and I want it sent by courier - NOT Australia Post, and NOT by StarTrack - which is again, Australia Post.

Why? Because the person with irrational ideas about customer service, who runs the local post office, likes to play games, such as not even making any effort to deliver, and then Kogan.com say, they refused to pick it up, and then they return it to sender...

And this can go on for MONTHS.

With Afailure Posts's last round of incompetence, of switching off all the scanners, so the glut of Covid 19 parcels could transit the system faster, so no one new where anything was (we the paying consumer) and having been a recipient of Australia Post's "make work by 10 times per package" parcels went missing and or took months to arrive - with no notification that they had arrived at their pick up points...

I insisted that Kogan send things by couier and what did they do? They sent everything by Australia Post.

Kudos for bad customer service.

We had a Kogan air fryer for close to 2 years and during that time it appeared to perform well. Upon cleaning it I found small metal fragments throughout the top fan section. I removed the fan cover and was astonished to find them throughout the fan area. We have never cleaned the machine with a metal scourer so the shavings were coming off the machine itself.

Worried for the health of my family I stopped using the machine and made contact with kogan.com to inform them about the faulty product. To put it simply Kogan.com couldn't care less. They responded by saying it was normal wear and tear and that they product was no longer under warranty. I explained to them that I was not requesting a warranty claim of any kind and was simply informing them out of concern for others who may be hurt from such a faulty machine.

I could not believe Kogan's response and will never buy another appliance from Kogan again. You think they would want to inspect the machine in case a recall was required. I have reported the unsafe product to the www.productsafety.gov.au website and hope to god our one is the only faulty machine out there.

I have read others. WAIT TO HEAR MY KOGAN STORY.

I purchased two beds from KOGAN all paid in one order, received an email on confirmation that the order will be delivered in 3-4 business days. The delivery was delayed by a week. When the delivery finally arrived, only one bed was delivered (even though Kogan.com were in the same order).

I chased up the courier company (Fastway Couriers) only through their unhelpful and non existent service, they advised that the second bed would be dispatched in another order, and made me wait an another week (2 weeks now at this point).

When the second delivery came two weeks after, it arrived in one box even though it clearly states that the order is in three boxes. The bedhead arrived, with no signs of the remaining part of the bed frame or drawers. The courier delivery topped it off by marking it off as "delivered" without any authority from me. I have been calling up the courier company, and Kogan - with no updates. I have been promised that the truck has been loaded and its going to be delivered today. This is now more than three weeks now, I am still waiting, No answers from KOGAN, no answers from their courier company. I have fully paid for the order as well as the shipping but I am still sleeping on the floor.
Everyone should be beware before buying from Kogan, they cheat customers, they take your money and do not deliver the goods. THIS IS FRAUD.

Placed an order for a dishwasher on the 28th March and received it in the 7th April, unfortunately it arrived badly damaged, to Kogans customer services credit Kogan.com quickly
Organised the paperwork for the damaged dishwasher to be picked up on the 14th April.
This is were there good service ends and gives way to totally frustration and disgusted with the lack of communication and support.
I haven't received the replacement dishwasher and I have made numerous attempts via email to get an update on what is going on, the help desk have not responded to any of my emails requesting either a date for the delivery of replacement or a refund of the $444.00 I paid for an item I have now been waiting 3 weeks for.
No point emailing the help desk, you just get an auto generated response saying the will get back to you shortly but they never do.
It's time to take this to fair trading and let them deal with this mob.
There is no way I'm going to let this go, I'm owed $444.00 and I will go all the way legally to get what is rightfully mine.

I started using Kogan for little things, then slowly upgraded over a couples of months until I was buying TV's, kitchen appliances, air-cons and big ticket items like that. Even signed up for their internet. Joined the "premium service" Kogan First. Everything seemed great. Then I had an issue. Actually, Kogan.com had the issue, but I had to chase them up for the things I had paid for that hadn't arrived (turns out they hadn't sent them). They assured me it was a one-off and did nothing to rectify it or make any retribution. Then it happened again about a week later. I had to chase them up, repeatedly, to get the items I had paid for 3 weeks earlier but they hadn't sent. They told me again it was a one-off and wouldn't happen again. Repeat. So I asked them to cancel my Kogan "First" account because of the fact items were going missing (never left their warehouse as it turned out until I started emailing them chasing them, waiting over 3 weeks for stuff to arrive that was meant to be 3 business days), and they started quoting terms and conditions. Over an $11.99 monthly fee. They would rather lose a customer that has spent $$$ thousands over the past 3 months than refund an $11.99 fee! I highly recommend you also consider what you think will happen when you have a warranty claim, given they won't even honour an $11.99 monthly "premium" service guarantee that I am paying for and they can't even track the products they are selling before they've left their warehouse! I wish I had bought elsewhere. Out of principle. It might be cheap but I now have no faith in Kogan's integrity as a business. This is simply a case of them not acting honourably, and this is when the fault lies with them and I am paying for premium service. I hope I don't have to deal with them for warranty, I think it would be a nightmare based on my recent experiences.

If there was a 0 star rating I'd pick that. Conned into a membership scheme by deliberate ambiguity in the checkout process. Kogan.com must be laughing all the way to the bank, as they deduct monthly when people unwittingly join. Already my only purchase has cost another $72 over 6 months. Very difficult to speak to a person, but when I missed a return call someone emailed me stressing that their shonky process is all legit and therefore I won't be refunded. She directed me to the page where I can cancel the auto deduction in the future - but no option for that exists!(surprise, surprise). The matter, however, will be taken further (ACCC) and my bank is also looking into it. I'd never purchase anything from Kogan again, so their refusal to refund is false economy and bad business - not to mention word-of-mouth and the web. They had the opportunity to refund in good faith but didn't take it.

I ordered this iPhone xs max described as USED AS DEMO, EXCELLENT CONDITION on 9th April 2020
When I got the phone on 23rd April, despite the fact that Kogan.com delayed the dispatch by 10 days. (advertised as dispatch within 2-4 business days, BS)
The condition is simply unacceptable. It can be clearly seen on the screen that it is full of scratches, with a huge dent and a deep cut that are blocking the visibility.

And as per the time of 02/05/2020, there is still no place on the website I can report a product issue. Screenshot attached with a timestamp.
I managed to email Kogan to report this as a delivery issue on 23rd April. 10 days have passed, more than 20 emails are exchanged, I still got no instructions or address from the seller on how to return this faulty item. No agreement has been given on how they would like to resolve this issue for me. Quote from the last email I received:

"We will inform him (the case manager who does nothing at all) about your e-mail and he will get back to follow up this case again with you as soon as he is in, either in Mon or Tue.

Please kindly wait for him."

When I raised the dispute with Kogan Customer Care team, all I got is the same response:
"Please continue to communicate with them regarding this return.
If you continue to experience difficulty resolving your request, please notify us immediately with a response to this email and we will investigate further."

100% useless.

Stay away from Kogan. Don't buy anything from them, because when issue raises, there is nowhere you can get any customer service from KOGAN.

My worst experience, ever.

Purchased a Smart TV from Kogan in 2016 with 5 years extended warranty. Started having issues in March. Given many patches to install but never back to original condition. A few weeks back we couldn't use any of the smart features apart from NetFlix. Kogan sent us a could of patches and nothing worked. Kogan.com then sent a new patch and then even Netflix would not work.
They then advised they would arrange pick up within 3 days. 10 days later TV still not picked up nor even scheduled for pick up.
Communication with Kogan is nigh impossible. It is all done via email and promises are made and routinely broken. There appears to be no escalation process. The sales team say they dont have access to the service issues.
Presently we have a Smart TV in name only. As I am writing this review I have no idea when/if the TV will be fixed.

What an absolute joke of a e-commerce site.
During the Covid-19 period, like most Australians I've made a number of on-line purchases. The Kogan site is by far the worse e-commerce site i have ever experienced.! After confirming with one of their support team the product i was ordering was correct, Kogan delivered the wrong product.
Do you think i can get any traction or answers from Kogan on how to return and exchange the wrong item - Kogan.com supplied? NO CHANCE!... You get shifted around from one web link to another with no ability to explain what the issue is. How is this site even legitimate in this country is mind boggling. Its a shame the $#*! Smith name is behind this dodgy outfit.
Thank goodness i dint purchase a large expensive item, that's besides the point! I've required to make returns on other purchases i have made on other e-commerce sites and have not had a single problem with their support teams - quick to respond and turned the order around quickly.
If i could rate this mob a -5 i would - bunch of DOGS!

My gripe here is that despite them saying Kogan.com send the item within 1-2 business days, 8 days after giving them $1127 of my hard earned, they still have not despatched my TV. When I contact the Kogan "help" desk there is no help at all. What you actually receive are auto generated statements of apology, concern, statements about how they worry about this and how most other customers dont receive the same experience. All this does is antagonise! Does it solve my issue to know how sorry you are? NO! Does it help me to know how serious you take such problems? NO! Does it help me, that you thank me for my patience? NO! Where is the action? Where is the outcome? Where is the real action to find my item, get it to me ASAP and then compensate me for the endless drivel which I am being peddled. You would do a whole lot better to understand what customer service is, spend some time listening to what the issue is and then actually working to solve it. Dont waste your time patronising already frustrated customers. I despise being treated like an idiot, which is exactly what is happening here. I would upload a photo of my item and issue, only it hasn't been delivered/ I dont have it. I have several emails of apology, though...

Bought a toy and it says there is 14 days free trial for first kogan membership which offer free shipping. I went ahead and order it and the total payment showed the cost of the toy with free payment. I went ahead and pay for it with my credit card. I received an email for my order and was charged with with additional amount of $99 and it was for the first kogan membership. Within one hour of my order I emailed them to say that the only reason I ordered the toy was because of the free delivery. And if there was no free delivery please cancel my toy and also the $99 membership that I didn't sign on. The next morning Kogan.com acknowledge my complaint with a reference number. Then someone emailed emailed me that the 14day free trial was over and it shouldn't have been there and it was all a confusion. And still they refused to refund me the membership until I threatened to report them. I thought that everything was settled until I received another email to say that they are only refunding part of the membership and I had to pay postage for the toy. Told them that in my early email I specified that if they cannot give me free postage my order is to be cancel. They then come back and say that it cannot be done as the toy as been delivered and left at a safe place. Have told them to go and get back from where they left it as I am not touching it. They have now refuse to answer my email and there is no other way to contact them. Calling themselves a Australian owned company based in Melbourne and ripping off fellow Australians is just not right. Keep away from them no matter how cheap they may be. Go and look at their reviews on Choice. They came in top with the most complaints as yet the owner has the cheek to say that compare with their sales it is ok. My advice is KEEP OFF KOGAN THEY ARE CHEATS.

Since some days I try to purchase a TV set from Kogan. I can pay the item via my NAB VISA Debit Card but this time I had in mind to take advantage of the part-payments without any interest. I tried this during check-out, but there was no facility to do so. Therefore, I contacted Kogan Customer Service and found out that there is no phone facility to contact the company other than via the online form to be filled in and send. Short later, I got an answer that the customer service is just too busy to answer my question and it would take up to one or two business days to answer. I got an answer and it was the same nonsense and no answer to my question at all. Instead of writing useless long email messages that Kogan is too busy to answer my question at the same time, an answer to my question could have been written. It looks like Kogan does not want to sell items to me. In future, I will refrain from ordering goods from the Kogan's website. Also, there is no telephone number to contact customer service. It looks, customer contacts are one-sided and customers cannot contact Kogan service centre by phone.

Kogan's business attitude is bad and reflects the kind other companies such as Telstra, Belong, and others lately treat their customers. It is time that the relevant media and other publications get aware of this.