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I ordered an Onkyo amplifier on this date. Credit card payment was taken immediately. The delivery time stated on the site was 1-2 weeks. This was the reason I ordered it here. A few days later I received an email saying they did not have stock and I would receive it in May.
I emailed back cancelling the order and requesting a refund. I received a reply saying it would happen in 3-5 days. Time passes, no refund. I contacted them by phone and email. there was a change in systems so it would take another 5-7 days. No refund. I contacted them again by phone and email. Yes, they would process it in 48 hours but my bank could take up to 7 extra days to pass the refund to me. Needless to say no refund. I contacted my bank and lodged a disputed transaction on the credit card transaction with the bank's fraud department. I also contacted Kogan again. advising them of what I had done. There were aplogies and promise to correct it. 3 days later my refund arrived. At no time were they proactive in dealing with my refund. I had to chase, and chase, and threaten to get what i was due.
Be wary. my expereince is that once this company has your money they are reluctant to give it back, regardless how legiitimate your claim to a refund.
Absolutely agree.I had a similar experience with Groceries.(not perishables) The original order was unavailable due to stock but the replacement products were so different, could not possibly be even called similar. I requested a refund, immediately returned order to make the point, took 2 weeks to even get a reply. Refund not usually given on these orders but they have now refunded 80%. Not worth dealing with them.
I was charged $45 just for postage when the flat rate was $9.99! How does that work. Very deceptive and sneaky practices, be wary as hell. Now the fun task of getting my $ fully refunded. Fair Trading-here we come..........
Ordered Salvatorre Ferragamo Eau de Parfum "Signorina" late December 2014. Arrived in 10 working days and in good packaging. However... the bottle top was tarnished and the parfum has little fragrance that lasts about 30 seconds. Signs of AGE. The response from Kogan was send pics but they don't show fragrance age. After 2 email answers they stopped responding. last comment was that the product came from the manufacturer, should be genuine. Not good enough.
So I'm that person who always swears by reviews, but never leaves one. This experience changed my mind and persuaded me to start writing some reviews.
I've had pretty much the same experience as DaveAg. Only difference is, it happened to me twice. I placed another order while waiting for the other order. This was before i was informed it was out of stock. They sourced the second item that was out of stock, but took 8 weeks to refund me my money. After calling them everyday for the last week with a follow up email and opening a case on paypal, I magically got my refund within 12hrs.
This by far, is the worst customer experience I've ever had and has made me think twice about buying something from here again. Im more concerned about the after care if this is how they treat you during your buying process.
Anyway...from what I've read, ive dodged a bullet with not buying one of their TV'S...PHEW!!
So in closing...SCREW THE BIG MAN!!!!...keep supporting the local places. Yes it costs a bit more, but it pays for itself in the end.
Hi Fred, feel your pain I ordered two phones of them, they only sent one. when I contacted them they keep telling me it was either sent or would be sent. three weeks latter took up dispute with paypal. and they refused refund, now in claim stage hope to get my money back soon. Cheers Rick
What a disaster - ordered 20/2/15 with delivery expected in 3 to 7 days
Arrived 16 days later - no eMail notification of shipping as promised - received tracking advice after it had been delivered
Downloaded User Manual - about as useful as an ashtray on a motor bike - did not even mention the AirMouse Remote that comes with it
Display screen came up on TV - AirMouse did not work so could not set up Contacted support - after 45 minutes on phone established product faulty and would be replaced. Received Australia Post prepaid label for return
Returned - arrived back at Kogan on Tuesday 10/3/15 After several eMails (not answered) and then a phone call the replacement was shipped on 24/3/15
Surprise, surprise - this time the dongle would not even activate the menu on the TV screen - simply sat there trying to establish connection for several minutes before just going blank. Tried unplugging, different power board, different TV - all the usual debugging procedures but all to no avail.
Have just contacted support again demanding a refund - have been told the accounts department will be in touch within a few hours - I'll wait and see
I ordered a samsung note on November 2014 for my mom as Christmas gift. It was not until Feb next year that she started to use the phone. Turn out that the phone was LOCKED. It was not UNLOCK PHONE like the website had said. I called them up to fix the issue. They had to generate a unlock code - fine, no problem. After a week, no reply. I had to phone them up again, asking for exchange. Well, apparently they only gave me two choices: 1. wait for the unlock code. 2. return the phone for them to fix - and definitely what they'd do was waiting for the unlock code anyway. NO EXCHANGE GRANTED. They promised me to get back to me in 2 weeks, if not, they will bring it to the "upper management". Well after two weeks the manager returned to me with this:
"Please accept our sincerest apologies for the inconvenience caused to you.
We have just been notified that unlock orders are currently delayed at the moment.
This is a global issue, all unlocking company are experiencing this delay.
We sincerely apologise for the situation.
I have escalated the issue and organised for an unlock code to be generated for you.
I will pass the code directly onto you once we receive it,it will be passed via this email conversation.
If you have any further queries in the meantime, please do not hesitate to contact us.
Kindest regards, (MOD: Personal Name Removed)"
Now it was the unlocking company's fault. MORE WAITING. I contacted them on 18 FEB for the code, and finally they gave me the code on 23 MARCH. AND THE CODE didnt work. Eventually they let me return the phone, with postage bear by me because I missed the correct label (they will issued you 2 labels - to confuse you enough) and wont refund me the postage i paid.
Well, this is the price I must pay for my lesson, and here I am writing this so you wont have to pay for yours.
DONT LET THE PRICE FOOLS YOU. YOU MAY PAY SLIGHTLY HIGHER ELSE WHERE, BUT IT WILL SAVE YOU FROM LOTS OF ARGUMENT AND ENERGY. EVENTUALLY YOU'LL FIND THE PRICE DOES NOT WORTH IT AT ALL
I bought a phone from Kogan and it turned up with a broken charging port. I contacted them for a replacement and the simply send request after request for more details about the phone, many details they would have already have from sending me the phone them self. Also every time I send what they ask, they ask for more details rather than asking everything upfront. It feels like they have set a process to grind customers down to just give up getting a replacement product it is that bad. It would probably work for a cheaper product too!
Additionally the phone originally took almost a month to arrive. I'm worried when I finally get them to agree to replace the broken phone this whole process will have taken over 3 months to receive a working phone from this. Utterly ridiculous.
For me Kogan don't seem worth using unless the price saving will be significant. If you have a problem the resolution process is simply not there. I would recommend avoiding.
I have had the worst on-line shopping experience on Kogan, and I do a lot of on-line shopping. I had the exact same experience as DavidAg and fred6ft. I ordered cupboards for my house as I was moving into a place which had no cupboard space in the bedroom. I saw that my item would be dispatched in 3 days so I bought it. I received an email with my tracking number and it said that my item had been received with AusPost. I checked everyday as the item hadn't arrived. I contact Kogan numerous time about the where abouts of the item and they said it had been sent. Then 1 month after chasing them up, I received an email from them saying it was never sent and they were out of stock and asked if i wanted the same in a different colour, i said yes. waited another week then they told me they didn't have the other colour in stock. So i decided to get 2 smaller cupboards and I requested that the extra $10 that I would have to pay on top of my store credit would be waved due to the issues they had caused and refused to do so. I waited another 2 weeks for Kogan to apply the store credit to my name but after constantly contacting them and Kogan telling me that it's still in review with senior management I told them to refund me the money. I received an email a few days later saying my refund would be processed in 48 hours, I never received the refund, I got in contact again, they said it will take upto 7 days for it to go into my account. I waited 14 days and called them back and threatened that I would go to the ombudsman and the next day my refund was in my account. But I only got a part payment, $2 off the total amount wasnt paid to me. Word of advice, DO NOT BUY OFF KOGAN! THEY ARE A WASTE OF TIME AND EFFORT, JUST GO TO A LOCAL STORE AND GET THE RIGHT CUSTOMER SERVICE AND YOUR GOODS ON TIME!
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I emailed back cancelling the order and requesting a refund. I received a reply saying it would happen in 3-5 days. Time passes, no refund. I contacted them by phone and email. there was a change in systems so it would take another 5-7 days. No refund. I contacted them again by phone and email. Yes, they would process it in 48 hours but my bank could take up to 7 extra days to pass the refund to me. Needless to say no refund. I contacted my bank and lodged a disputed transaction on the credit card transaction with the bank's fraud department. I also contacted Kogan again. advising them of what I had done. There were aplogies and promise to correct it. 3 days later my refund arrived.
At no time were they proactive in dealing with my refund. I had to chase, and chase, and threaten to get what i was due.
Be wary. my expereince is that once this company has your money they are reluctant to give it back, regardless how legiitimate your claim to a refund.