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Ordered two phones form Kogan but only one was sent, when i contacted them they said that they were coming from different suppliers but the was sent that day. Contacted them two days latter to find out where the tracking number was and told that nothing has been sent, but will send in three days, contacted them three days latter and was told will be sent that day. Contacted them next day and told still not sent. so I told them to cancel order and credit my paypal account. was told that it will take time to cancel order and refund, even through they manage to take my money straight away. been three weeks and counting will never buy from them again.
I purchased a 55" LED TV for what I thought was a bargain price. However the item was advertised the next day for $200 less. I thought that as good service they would match the difference, or even allow me to use it as credit, as I planned to spend a further $1000 on the TV - they were unwilling. I know they don't have to offer this but I think it's good customer service.
When the TV was received, I found it to be damaged. The online return form was simple, but trying to get it picked up was a nightmare. They were incredibly inflexible with pickup times:
* I couldn't be home all day waiting for a pickup for a damaged item I didn't ask for * I was told that I should use my sick leave!? * I was told I should take it with me to work (it's a 55" TV, I couldn't find any car to fit it in) * I negotiated for a narrowed down time frame e.g. 3-5pm so I could duck out of work. I was told no, I had to be available all day. * I eventually had to get my mother to wait at my house for 7 hours until they arrived.
Once they received it they sent out another TV (fortunately I wasn't home) when I specifically asked for a refund...I then had a courier keep harassing me to arrange a delivery time as he said he couldn't just send it back to Kogan.
Long story short the refund took so long that I had to cover the cost on my credit card. Beware this discount service retailer.
ordered 4g version and then received the wifi version twice.. i have never thought that i would get a wrong item twice until i used the Kogan website.. i was having arguments with their phone team about the lunacy of the situation.. (these guys will never ring you back even if they promise) each time i send it back it takes a week for them to respond.. i still haven't got my money back as of yet but i will keep you informed.
thankfully i used Paypal so hopefully i can use their dispute system to resolve this issue.
ordered this item on the 11-nov its now the 11-dec and originally quoted 3-5 day delivery
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 bought a phone and the charging port was faulty so it would only charge when held firmly. They are making a return very difficult and seem to have designed a process to make you give up. And to be fair I probably would have if it wanted a $500 product.
I would be really careful about using these guys as if there is a problem with the product your really in for a major hassle.
Totally agree! I recently bought over 12 items from Kogan. Everything seems fine until you need their customer support personnel to help. If you haven't received the goods after lengthy wait, they would tell you to check with Toll yourself as 'we have never guarantee the delivery time'; or if you want to cancel an order 5 min after placing the order which was placed 10pm at night, you would be told that it is too late to cancel and 'we are sure you will love our products'.. . It really feels the company is run by a bounch of very mean people. Will not use them again!
In March 2015, I ordered an SD Card for my GoPro. The confirmation email said that my item would be shipped in one week, and I must then allow an additional three business days for my item to arrive.
After three weeks of waiting, I tried to log into my Kogan account to track my order. I was not able to log onto my account, and I was unable to change the password.
I phoned the number provided by the website, and the gentleman in the call centre told me that they were having technical difficulties, and as such he could not see my order. He said that technical difficulties had also frozen all the accounts. He said that he would contact management, and let me know. I never heard from him again.
Two days later, I phoned again and a lady told me that my item had not been shipped at all. When I asked to be put onto management, I was told that my order had been shipped, and that I should have it already. i was then passed around from person to person, and told three different stores about when my order would arrive. Some people felt that my order should have arrived, yet others said that it had not been shipped yet. I was also told that they did not provide tracking, as they could not guarantee that my product would arrive.
After waiting for six weeks, and lots of different stories about where my order was, I asked for a refund. I was told that I could expect the money to be in my account after seven days. It has been two weeks, and I am still waiting for my money, and a response to my emails. I have still not received my product, that should have allegedly arrived on multiple occasions.
I bought my SD Card from JB Hi Fi, and although it was more expensive, I did not have to fight anyone for my product, or my money. I would not buy from Kogan again, regardless of the low prices.
Having to return a Kogan TV (which have all been terrible) for the 3rd time I was provided with some left over store credit. With Kogan’s range of products mostly either stuff that’s cheaper on eBay or things that are more expensive than $10 (the store credit value I had) I decided to go with a screen protector for ~$10 as the ones on eBay for my phone weren’t a very good fit.
This sounded like a good idea of how to make use of this credit until I found that the shipping was almost the same price as the screen protector… So I decided to leave it for a while.
Several days later I found out Kogan were having 24 hours free shipping, so I decided to grab the screen protector during this period.
Checkout was pretty easy and the site worked quite well on mobile so that was good.
I received a confirmation email, all I had left to do was wait for my product.
So I waited, and waited, and waited. Then 1 month later, it came.
1 entire month, for an Australian store. Now I do realise that it stated on their site that it shipped from Hong Kong. But an entire month, eBay purchases from Hong Kong arrive in half that time. I hardly heard from them either during this period, and their prices are crazy inflated for the type of stuff you could buy on eBay for $1 or so.
When it did arrive however, it was in retail packaging which was nice. I haven’t had a chance to use it yet however.
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