Kogan.com

I was on the hunt for a number of children's toys. I found Kogan had them at a great price. I couldn't justify paying for postage but when they offered free shipping I decided to make the purchase. The details said they usually ship within 1-2 business days. I ordered them Monday and received them Friday. The three products came packaged separately but they were quite different in size. The website was easy to navigate too. I'm not one to purchase electrical products online but I would buy such items like toys from Kogan again.

After buying a kogan brand washing machine, waiting nearly a month for it to arrive, and then having to wait another week for them to pick up the old machine, I talked to a customer service rep who made no attempt to improve this experience other than not charging me extra for picking up the old model. This service was offered free as the purchase amount included this option, and the delivery guy wanted nothing to do with any of it as soon as he dropped the box inside the door. To boot, the washing machine is terrible, somehow tangling every single garment together so tightly it damages the fabric even on delicate cycle. Don't sign yourself up for the misery of dealing with these guys, it's just not worth it.

Ordered an king bed Artiss bed frame, only to receive a king single. When I sent the picture of the add showing a king bed frame paying $129.99 which was the the cost of most king bed frames online that I was looking at. When I advised the help desk they said they do not sell this product, after sending a screen shot of the king bed frame that I ordered which showed Kogan.com, they then said the add said king single, although the picture displayed a king bed frame. Kogan said I could send it back, which I didn’t as the cost of shipping was more than the bed cost. I ordered what I wanted off another online site at a fraction of the cost. When I looked at the product I was charged for it is $103 not $129.99, when I once again emailed Kogan Help Dsk they tell me they don’t sell this product OMG! Even after once again sending a screen shot of their actual king single frame, which was a different picture as to the one I originally bought from them. I will never purchase from them again. Very frustrating and disappointing.

The site itself is fine to navigate, I found the two products I wanted and purchased it. I can't use one without the other, though and while one arrived within three working days of my purchase I has been two weeks since then and they haven't even sent the other item. For reference, I ordered a home theatre projector with a screen. It was the screen that arrived and at last count I think there have been probably about 20 to and fro emails between myself and Kogan customer service, all basically saying the same thing, though it took me rather a long time at that to find out that the item was in a warehouse, just sitting there doing nothing. To their credit, the website says "can take 1 - 2 weeks for this item to ship", which says to me that by the last day of that very lengthy timeframe they give themselves it should be a priority for them. Apparently it is not. The reviews of the products themselves from online bloggers are great but I can't review my items because I just can't and you have read why. Their email replies are prompt but when they contain no other information than we appreciate you and it's super close to being sent etc, you have to ask what the point was in bothering to contact them at all. I had to ask to find out that my item was in Sydney and not in Timbuktu or something because you'd think after two weeks a company with a rival like - Amazon who stocks this item - they would pull their finger out. I have since been advised that the projector will be dispatched more than three weeks from the purchase date, though have been refunded 16.99 or so from the total delivery cost. They advise they have encountered an unexpected stock issue but do not go into details, a total cop out because they're either lying outright or through ommission. I left this review for 24 hours for them to respond to it and they have chosen not to so am now publishing it. I think eventually they are going to mess with enough Australians that this whole thing will just collapse.

Purchased a Milano outdoor umbrella which had the cord mechanism rust internally prior to warranty period. contacted Kogan and got passed off to Bdirect… who straight out insulted me saying I did not look after the item and would not refund or replace it. SHAM!!

Good work Kogan,i took delivery of a Kogan 24 inch TV/DVD combo within 2 days a fault developed in my Tv.Sent it back to Kogan and within a week I received a brand new replacement TV under warranty.Five star service..

Kogan do not offer any contact phone number.

Our account was hacked and a laptop was illegally purchased by the perpetrator.
There was no easy way to quickly and directly talk to Kogan and alert them of the issue and to know if they had taken any appropriate action to stop the transaction and/or discuss the issue of stolen account information. The only way to contact Kogan is via email - where you get a ticket number indicating they will get around to your issue at sometime....

I would guess that these hackers know the websites that have a higher chance of getting their transaction processed and sent before they are stopped - hence the easy targets. In the case of kogan, being unable to directly contact them creates a delay which may get the goods dispatched before any action is taken.

Hi Kogan,
some of my apps no longer work and I am NOT able to find an upgrade for the firmware of my model number. KOGAN Android TV 638 version 5.1.1 Current firmware version V1.0.20
AOSP_KOGAN_userdebug 5.1.1 LMY47V 5.0.8 DEV KEYS
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Hi David,

Thanks for contacting Kogan.com. Your ticket number is 7272702. Our team will be in touch as quickly as possible.

Below are some great articles that may help. These are automatically selected by our system – if they are not relevant to your question, please reply to this email with the info below to speed up your resolution:

- A photo or short video demonstrating the problem or concern you are experiencing. This will also help us to confirm the condition of the product.
- For larger video files, please upload your video to www.streamable.com. This will generate a link, which you can then pass on to us.
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I ask again, "I want some assistance in having my 'Smart TV' work

some of my apps no longer work and I am NOT able to find an upgrade for the firmware of my model number. KOGAN Android TV 638 version 5.1.1 Current firmware version V1.0.20
AOSP_KOGAN_userdebug 5.1.1 LMY47V 5.0.8 DEV KEYS
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Hi David,

Thanks for your email.

I'm sorry to hear that you're experiencing issues with your TV, however we have a firmware update available that should rectify this.

Please right-click on the file link below and select 'Save link as...' or 'Save target as...'

KALED49SUHDZA Firmware File.

To successfully update your TV's firmware, please follow these steps:
Copy the .bin file to an empty USB memory stick. Please ensure this USB is less than 16GB in size and is correctly formatted as 'FAT32' on Windows, or 'MS-DOS (FAT)' on Mac.
Turn the TV off at the master power switch and insert the memory stick into the USB1 port.
Press and hold the 'VOL +' button on your remote while turning the TV on again using the master power switch.
Continue pressing the 'VOL +' button until a blue screen appears and the firmware begins installing.
Once the TV has installed the firmware, it will power itself off and on again.

After rescanning the channels, your TV should be functioning normally again.

I have included the below article showing a video of how to complete this:

- Kogan TV Firmware Installation Video

If the issue continues or if you have any further questions, please let me know.

Kindest regards,
Customer Care Team
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Hi again,
Well I downloaded and installed the update file. (MonetUpgrade.bin)
This made my situation even worse as it uninstalled ALL the apps on the TV and now I am only able to install SBS On Demand.
I now recveive an error when trying to 'run' Google Play that tells me 'Google Play services' need to be updated. When I open a web browser on my TV
I am on able to log into my gmail account and read abot Google Play services. There is NO update/ updating available for it.
My Netflix, iview and other apps are "Not compatible with my device'.
____________________________________________________________________________________________________________

Thanks for your email and patience throughout the troubleshooting process.

Unfortunately, it does appear that your TV is faulty, and I'm sincerely sorry for any inconvenience which this might cause.
In this particular instance, the Warranty period for your product has expired. As this is the case, we can look into whether or not a repair service may be possible in this case, however we may require that you cover some of the costs involved with the return and repair.
Please let us know if you would be interested in arranging an ex-warranty claim.
Our senior team will look further into the viability of such a repair and consult with you.
Kindest regards,
Customer Care Team
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Since these communications I have been able to download the installer file (.apk) for my Kogan TV and installed successfully each of them.

DON'T listen to Kogan and their support team!!!!
Do some research for yourself.

I bought the Kogan mobile. and i use it in my Phone samsung S8+ and sometime is connected and sometimes not.. i try to use my friend phones(iphone 7+ and X) also samsung S10+ the result is same. i already change the sim card but still same trouble

Sent me a product that did not work. Told me to cut the power cord and dispose of the product as they didn’t need to see it because the video shows the major fault with the product. Then I had no working vacuum so I had to go buy another one. Now they’re saying they need to see the product to issue a refund. Do they not understand consumer law??!! This is after 10 emails so far. Ridiculous. They are really digging their heels in to issue refunds. Will never buy from them again. I understand law. Others don’t. Reading these reviews I see people writing terrible things that have happened. That’s just awful for a company to conduct themselves like this. If they had have just issued the refund I would have bought from them again.
Update - they have now said they will issue the refund. Will see if they do. If they do I would buy from them again as they did what they were suppose to do by law. If it doesn’t happen, wouldn’t recommend.

dont use kogan they will try every thing in there power to not give you a refund or fix the item when it is required bye law for them to do so everyone needs to work together to get them shut down

I was delighted to see how easy it was to navigate through the site and find the product rapidly.we are extremely happy with the products we bought and the range is staggeringly huge.

I bought one laptop from Kogan. I have to pay 55 AUD for delivery but my laptop does not carefully wrap. The box was broken. The product was stick by tape, and the product is not working look like that they say.

Purchased an anker portable phone charger literally a few days ago then all of a sudden the product dropped 30$. Doesn't allow a refund and when support team was contacted, no reasonable help was offered. Very disappointed. Wouldn't recommend. Poor customer service

I bought a Samsung Galaxy A9 phone for $775.08 from Kogan. This turned out to be the worst phone I've ever had. The camera wouldn't focus easily and photographing small objects was almost impossible. In dim light everything blurred. After about a month the phone would "stall" - not respond to taps on the screen. The only way to continue was restart the device. This became more frequent until the phone was just about unusable. The screen became badly scratched and the rear was made of brittle plastic which cracked easily. Then the keyboard started to play up, putting zzzzzzzz's into a message .
I contacted Kogan, described these problems and politely asked what were my options. Kogan responded immediately, asking irrelevant questions. The correspondence from them (a) had me jumping through hoops, and (b) was very aggressive. They refused to give me an address to return the phone to and frequently ignored points in my emails. They concluded by saying I had damaged the phone and would not give me a refund. So I'd lost $775 and wasted a lot of time arguing with them.
Other products I've bought from Kogan have been OK. But the lesson I've learned is:

Kogan will spent unlimited time arguing with you if you receive a faulty product.
You will not get a refund or replacement

I have not purchased anything from Kogan for years as the quality of products purchased in the past was dreadful. Last night at 11:49pm my account was hacked and someone purchased a $900 mobile phone from Kogan, paid for it through my linked Paypal account and changed my address to a parcel locker address in Calamvale. I advised Kogan by email at 6:00am, and Paypal, and reported it to ACORN. I received one response from Kogan at 10:54 am telling me to contact my bank and report it to them. It's nothing to do with the bank!
Paypal acknowledged it was fraud and that the Kogan account link was to blame, and initiated proceedings to have the money refunded. But Kogan did nothing else, even though I emailed them 5 or 6 times. Tonight I receive a confirmation email from them, and from Australia Post, advising the phone has been despatched and will be delivered shortly. I've done everything I can to stop this fraudster from receiving a free Samsung phone - but no-one cares. I rang the police to advise them to visit Australia Post at Calamvale and get details of the renter of the parcel locker, to catch this person. They weren't interested and said to file a complaint with Acorn. Acorn websites states that they may investigate in due course. By which time the culprit has got away with this theft.
And Kogan just let it happen. They have extremely bad customer service - no phone number, no chat, and a very slow email response system. Their security is appalling. How many other customers have had their security compromised?

TV 1 - kept flickering, jumping and turned itself off
replacement TV 1 - remote didn't work
replacement remote - wrong remote
next replacement tv and remote - tv came smashed
next replacement tv - didn't connect to youtube, screencast or Netflix
demanded money back
customer journey - 7 months

Im now a couple of days ago recieved my REPLACEMENT tv after first one was faulty. First time i sent atleast 20 emails to get an appropriate response finally got sent a new one .
I opened it turned it on and guess what same jumping lines across top of tv and this one goes to a black screen for a second every 2 minutes sometimes when warmed up. Also kast night it was going black then a grey screen and i had to turn it off for a few minutes before it would show a picture again.
Kogan tvs are obviously rubbish snd customer service is the worst ive ever experienced. BEWARE...

I found it very easy to navigate the Kogan on-line store. An extensive range of good quality products are available. I have made numerous purchases from Kogan and have been satisfied on every occasion.

Tv was faulty,bought a smart tv from them, a 12v one for the caravan,didn’t turn on straight out of the box and received the worst customer service ever,I urge everyone to think twice before wasting your money with this junk shop