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The worst online shopping experience in Kogan shop
Ordered iPhone 5, after 3.5 weeks asked where is my order and why it takes so long time to deliver it. Didn't get any related response in 6! responses, only template responses from Zoe, David M, Thomas M, Ben, Kate. I've called and discuss it with Josh, he lain me that they didn't received my e-mail and rejected to escalate it to manager, forward call to manager or his provide manager name. 10 mins after call I've received one more template e-mail without any answer on my questions where was mentioned that my e-mail had been received, but nothing about why my telephone is not delivered yet. Tickets: #RFK-226-29928 and #ZPJ-297-59481
unreliable unprofessional, order never arrived, no communication
I have had a terrible experience with KOGAN. being a Google trusted store I trusted that I would receive my order especially in time for Christmas despite ordering it on 3rd december 2014, but it hadnt even left the warehouse on Christmas eve! I contacted them by many methods phone, email and they promised to followup each time but they never did. When i first purchased the product which was only some water bottles the email received confirming the order stated that it would be dispatched in 1-2 days but it never did. This store uses sales ppl as customer service personnel! they dont even have a customer service department! All they know best is to spit out sales emails (SPAM)
I ordered a Kogan Agora 4G+ phone on 5/12/14 and after 2 1/2 weeks of no order update I made an enquiry with Kogans so called "customer service department" I was told they would get back to me with an answer which they never did so my next email was asking them to cancel my order as I could see I was not going to get it by Christmas.
The next thing I know I get an email saying it had left the warehouse and here is a tracking number. One week later and the tracking message that read : Shipping information received by Australia Post had not changed so I asked Australia Post to investigate the issue for me which they did very promptly, only to say that they had never received the item from the sender and the case was closed!
After reading of numerous other stories of people having the same issue on their Facebook page I started responding to these peoples comments only to find that Kogan have removed all of my posts have been removed in order to maintain their 99% customer satisfaction rating I guess! I am now in the process of retrieving my money via a Paypal dispute as Kogan do not have the decency to refund customers money when they cannot supply the item.
I ordered a Samsung S5 mini which was suppose to be dispatched within 2 weeks at the latest. Week 3 I email for a refund and they keep telling me its being processed. I am to the point of contacting the ACCC just to get a refund. The real company is run out of HK and the people in Australia have no idea what is happening.
I placed an order for a TV on the Saturday on the basis it would be despatched in 1-2 days. I emailed them on the Tuesday to find out what was happening and got no response. I phoned and got told that it hadn't been despatched 4 days after placing the order. Spoke to a senior sales guy who also told me it hadn't been despatched and then when i requested a refund he went belly up and said he had just been informed it had left.
Well bugger me what a turn around.!!!!!
I now wont get the TV as it was being delivered to a Post Office so I could collect and continue my travels. Arranging to get it forwarded will cost more than the Television.
Unreliable and dishonest is how I describe Kogan. I will ensure that the local Office of Consumer Affairs is notified of there behavior.
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..........
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
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Tickets: #RFK-226-29928 and #ZPJ-297-59481
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