Kogan Australia
Reviews and Complaints

Hi, I am fed up with the well below average customer support from kogan. Paul took over my issue from customer support in melbourne and promised me he would see my problem thru personally amd he even let me down. I have 2 outstanding problems and have lodged so many complaints emails and I dont get any reply off kogan. I have waited patiently for over a month and I am fed up

Warning do not buy from kogan!

I have purchased couches from kogan and it has been the biggest mistake of my life. They arrived with stains on them and the measurements advertised were much different from the actual item received.
The customer support has been appalling, they are refusing to help now I am left with these big boxes of couches that are taking up all my storage space and are dragging their feet with refunding the item. I will have to take them to court to have this item refunded.

Ordered 3 x lounge chairs.

Received notification from the carrier that they were ready to be delivered however they weren't.

Called the carrier and apparently 1 x lounge chair has gone missing and unknown whether it was delivered or not. Whilst the carrier has been checking their warehouse for the 3rd chair, they requested for me to contact Kogan to check that they in fact sent 3 x chairs. They have atleast been nice in telling me that they are checking the warehouse.

Kogan is not getting back to me however, I have sent numerous emails and there is no contact number for me to call. I have asked someone to call me from Kogan urgently to tell me what is going on and where is the 3rd chair so that I can receive my order.

Appalling and disgusting service. I want answers.

Recently purchased online.
Received after some delay as stated in the below information
First time use-does not work! Everything checked as instructed.

Ordered 14/05/18
Received 23/05/18
Invoice [protected]
Ref no. TN8WWAUM
Outcome: I would request replacement of the product.
Appreciate a response asap. If no satisfaction is forthcoming, I will refer this matter to the ombudsman
With thanks

Ive purchased this phone late January. 3 months later the phone dies, charging only makes it hot, with NO charge going into it. I then submit 2 enquiries on your website with no response. I also tried contacting via phone with very little help. Extremly difficult to find any help to resolve my issue with this broken phone. Nokia wont have anything to do with it as it is from Hong Kong, i would like to be refunded.

I need this resolved quickly! Please.

24/05/2018
I could not access my Kogan Mobile through Apps, then I called the mobile customer service for help. I particularly specified the problem i have met which was I try to reset my PIN number, but none of my Email address has received any reseting Email, then I call the mobile service number for help out.

The phone call make 15:20 on 24/05/2018, the service guy named himself John, who refused to understand my current problem and constantly tell me I have to submit the correct Email address. I try to let him understand I have provided all other personal details, if I know which Email was the correct one, I would not call him for help. The guy was very rude and keeps interrupting during the conversation. Later on He promised his supervisor would contact me within an hour, which they never
done . And since ever, there is no one bother to solve the problem.

I purchased an iPhone 8 over two weeks ago with Kogan. When I received the phone, I discovered that the camera shutter sound was unable to be muted and had a loud sound everytime a photo was taken. This was even when the phone was on silent mode and there was no method of even reducing the level of the sound. I have sent through numerous emails, whereby Kogan would reply to the first few emails with no method of resolving this issue. They kept referring that a senior team member would contact me to resolve the issue but to date, despite several more emails, I am yet to receive an acknowledgement from anyone at the customer service department. They advised that cosmetic imperfections were noted in the product description however the ability to use the camera is not a cosmectic imperfection but affects the very nature of the functionality of the phone. I find it particularly suspicious that the product which I purchased has now been completely removed from the Kogan website despite other products still remaining on the website even though they have already been 'sold out'.

I understand if an exchange might not be possible but I have clearly stated that I would be more than satisfied with Kogan store credit so that I may use that credit to purchase another phone with Kogan but with lack of respect and customer service shown, I am left very frustrated and disappointed in the lack of professionalism with Kogan despite numerous emails to try reach a resolution. Kogan's poor attitude in dealing with this has made me lose faith in this company and having no other choice but turning to Consumer Affairs Victoria for a formal complaint.

The TV was delivered on May 11 for my 99 year old mother for Mother's Day. She just suffered a small stroke so I was extremely keen to improve her viewing pleasure. The screen was severely cracked.
A week later it was picked up and returned to Kogan. Now, on May 22, I received an automated response that it will be up to another 14 days to wait for the assessment.

Meanwhile, my mother isn't getting any younger! every day counts, and I really hoped the larger TV would enable her to view and hear the TV with more ease.
The original response from Kogan was an apology that the TV was damaged and that the matter would be resolved asap.
I would have thought that in all good faith with the customer, the TV should've been replaced immediately, and certainly when the damaged one was picked up.

- Purchased Samsung Galaxy S6 Edge on 15 April. Order VPJ6UJUR. Phone did not work. I could not make calls and only some texts.
- Tried all avenues help centre advised, even buying a new sim to try in the event it was a faulty sim.
- 26 April I returned the phone to Kogan. I asked for it to be processed asap as my old phone is broken, freezing/turns off/ cannot use any apps, and I rely heavily on my phone.
- 7 May I requested an update about how it was progressing. No-one could provide this. I was told to wait up to 14 business days. I emailed several times and was told it would be dealt with but no update could be given.
- 18 May, 14 business days since Kogan received my mobile, I received an email sending me a refund for the phone and delivery fee only.
- I sent an email to Kogan on 18 May. No response to date.
- I have called Koganmobile tonight (which is only number I can find) and they said they cannot help and to email again if I haven't got a response. They would not take a complaint.

My issue: S6 Edge are not common and I have spent $60 on accessories. I would still like the S6 Edge but I was not given the opportunity even though I specifically emailed and requested Kogan to contact me with options once we knew what was wrong with the phone and to make sure this was added to my file.

I would like a refund as follows:
-$29 for the screen protectors (which are still in an unopened envelope which I can send back to you).
-$5 I spent on the mobile service but could not use.
-$5.99 freight protection.
-$30 on a case.

If you are unable to send me the above refund then I would like a new S6 Edge sent out asap with free delivery and free freight protection. As you gave me a refund already, please send through an updated invoice.

This matter has been going for more than a month and is very upsetting. I need it finalised as a matter of priority.

Hi, this is Tony Ivanovski, for reference you give me this number--6477865, after I send you my first email to pick up your TV, after I received on Tuesday 01-05-18, I was very disappointed, and same afternoon ask you, to pick up your TV and take it back, and on Thursday 10-05-18, your delivery company picked up the TV, and saw far I am still waiting for you to send me back my money . You send me a email and told me you will charged me $33.41 for delivery and pick up each way .When I bought TV on line with in 5 minutes you took my money, now after two weeks, I am still waiting to send me my money back, you don't play fair, this is robbery, how you can justified your action .

Serial no. KALED32SMTZDC2483. This tv has stopped working. Will not scan local tv channels . I would like to speak so someone. It is still under warranty . You want me to send it back at my expense when it is your problem. Please advise a.s.a.p.
I have purchased three tv's from you and your customer service leaves alot to be desired. Don't tell me to download firmware as this has already been done to no avail.
Rhonda davey
[protected].

I've purchased 2 tvs. 2 don't work I've sent over 15 emails trying to get this problem resolved over the past 3 weeks I've had to purchase another tv just to keep family happy I'm now stuck with 2 tvs that don't work and after being sick in regular contact with several people I've had no response for the last 5 days.
Do you believe I'm gonna just go away.
Not a chance please contact me
[protected]

To whom it may concern,

After taking my time to choose from the many shaver kits that Kogan has on their app, I selected the Remington Precision Preformance Haircut Kit. I was eagerly waiting for it to arrive. But however when I actually get time to use it, I realised that the lever on the side that helps lock in place the trimming guides is broken. So basically I spent nearly $30 to be disappointed. Can I please have a replacement or a refund.

Dear Members,

I have purchased a kogan 4k smart TV (Order No: EACWDXLC), on 3rd May & received on 7th May.

Series 8 KU8000.

This was marketed as 4k TV but actually it is not. Max resolution it can play is 1080P, Bad CPU & memory, system shutting down when stan is installed.

After reaching Help center multiple times, They have finally accepted that Stan cant be installed though it has Android OS.

Very Very Bad customer care, they have mentioned that One of their senior Memeber will call me but no call since 4 days.
There is 14 days return policy in case of Change of Mind, but no response for that as well.
Bad products, Customer care Sucks, No direct Number.
For everyone who sees this review, Please don't buy their products, waste of your time...
I am happy to file a cheating case against Kogan, please help me.
Thanks

I have now been emailing regarding my smart TV 55 inch now for over a week with min responses, I have bought many items through Kogan in the past and have had great feedback, It is very disappointing to see they have such poor help service regarding there products. I only bought this TV on the 13 of Feb and is now requiring a factory reset. I have followed the instruction and still not able to resolve the problem. I have been emailing and requesting follow up for over 10 days now. The call center just keeps telling you to do the same solution. They have forwarded on to management and that was over 10 days ago now and still no outcome! This is not good enough...

I have been trying to get someone to ring me about my tv not working. Since 27 April and 36 emails after telling me exactly the same thing and not listening to me about my problem I'm ready to scream or take it to Fair Trading

If I could deal with one person instead of different people each time or they read the other I wouldn't have wasted so much time without a resolution. And if someone actually spoke to me personally life would be much easier.

My request number is #6469639. Read my 36 emails from Kogan not including mine and you will see why I'm so annoyed.

I've bought more then one tv from Kogan and it's probably be the last thing I buy. Service to send the items is fantastic but follow up is disgusting.

Regards
MaryAnn Zammit
[protected]

I don't need to provide it as you have ongoing correspondence from me. This issue of your faulty product has been going since December. I am totally disappointed with the service I have received and will be lodging a complaint with the small claims and telephone ombudsman. I have literally spent hours and hours of back and forth emails, reseted my phone then hours and hours of emails, photos, bar codes, more photos, more proof, more resetting, then you fail to send packaging and barcode info at the same time, then tell me to wait. Then all over again. Nothing is resolved. I ordered a phone it was faulty five months later I still have a faulty phone. I will absolutely never buy your products again. Your misleading in every way if the product is faulty. You make it as difficult as possible to resolve this issue in the hope we will just give up. I have been a loyal customer for years and your services now when a product is faulty is despicable and unacceptable.

I bought an Ovela 2 Drawer Desk as a flat pack.
The instructions are clearly incorrect.
I have provided photographs of the problem, together with photographs of the incorrect instructions.
Two weeks later, the technical support experts who it was promised would contact me promptly with a solution still haven't.
There has been no response to my further e-mails asking for further assistance.
When I called the customer help line, a recorded message told me to send it all by e-mail.
At the moment, we are very disappointed and angry.
This is not rocket science, and should have been addressed immediately.

I emailed before purchasing this TV (7/4/2018) to enquire whether the power cord was hardwired into the back of the TV because I want to wall mount it. I was told it was not hardwired.
I ordered the unit and received it 12/04/2018 and found the power cable is in fact hardwired. 14/04/2018 I emailed Kogan help to express my disappointment. I gave them the serial number when prompted and was told they would contact a supervisor. I emailed again 16/04/2018 to enquire where my complaint was at to be told they were still waiting on a supervisor. I emailed again 19/04/2018 to follow up & no one replied . I emailed again 20/04/2018 to advise that I had contacted Fair Trading and am awaiting there response which will take up to 10 business days.
I emailed again yesterday, 23/04/2018 and am still being ignored.
I counted 4 different people who were emailing me regarding this from my initial enquiry on 07/04 through to my last reply on 17/04/2018 and now no one is replying to my emails, even when I make a new enquiry through the website. And I've checked my junk mail - nothing.
There is no phone number to contact an actual person, so all I can do is await Fair Tradings help but will they just be ignored also?
I have attached the email where I was told the unit was NOT hardwired as proof and the invoice.

Firstly I have bought many items from Kogan over the years both for myself and family, recommending many friends for great products and service...but I guess all good things must come to an end...a total lemon product carrying the Kogan brand. Impossible to read or understand manual (fully downloaded). When the product was difficult to charge Kogan help line told me to send a video! I am an 80 year old single woman! Finally got my grandson to video it and also videoed how the unit would not stay together (it has a clip that keeps falling off). The response to the video was "bad luck" we couldn't download it. Then when I said I wanted to return the product but would pay to buy a better, easier to use and assemble product again. "Really stiff" your warranty/return time has expired. I guess that Kogan has got too big to care about the little customer, and my love affair with the fledgling wonderful Australian company is well and truly over.

Sorry about that ...Mary Montagu Port Melbourne