Has Anyone Had Bad Post Purchase Experience with Kogan?

Mozz13 on 17/01/2018 - 15:34
Last edited 17/01/2018 - 15:46 by 1 other user

I never bought anything with Kogan before and just bought a pair of Converse. My size was US 8 and normally, US sizing is smaller than UK sizing and this is, what I believe, a universal thing. Order received after almost 3 weeks from placing the order and apparently they believe US sizing is the same with UK sizing and I got a UK 8 size which is way too big for me.

Called them requesting either full refund or exchange but got denied for both. Best they can do is to give me voucher that can only be used with them and waived the return shipping (they want me to pay the return shipping at first). Try to argue and rationalise calmly with them by saying what they are able to do is illegal by ACL and they don't care. Basically it is take it or leave it thing.

I haven't even wear the shoes yet since only by looking at it I can see that it will fall off my feet straight away. Now I need to send them pictures of the shoes before they can process the return.

Anyone had similar experience? What did you guys do? Does Australian company need to comply to ACL? Is ACL even enforceable?

Their customer service doesn't even flinch when I brought up ACL and just said it is my right if I want to put a complaint so it seems to me their own policy takes precedent than ACL and couldn't care less what ACL says. Please go easy on me since this is not my experience with other online shop (Adidas AUS, Hype, Foot Locker).

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Comments

  • [Deactivated] on 17/01/2018 - 15:35
    -2

    That is so bogan

    [Deactivated] on 17/01/2018 - 15:35 (Collapsed - Offtopic. Show)
  • Savas on 17/01/2018 - 15:42
    +1

    which product did you buy? the listings on their website look clear.

    • Mozz13 on 17/01/2018 - 15:45

      Just a pair of converse. Maybe their listing for other products are clear.

      • Savas on 17/01/2018 - 15:48
        +2

        odd if they stopped selling that pair of shoes

        • Mozz13 on 17/01/2018 - 15:55

          Oh they still do with a lot of sizes available including my correct size.

        • Savas on 17/01/2018 - 16:00
          +1

          @Mozz13: i don't understand the problem, UK size 8 (mens) is the same as US size 8 (mens). i couldn't find any shoes where you have to order in female size

        • Mozz13 on 17/01/2018 - 16:05
          +2

          Sorry but I'm not sure which conversion chart you are using but US men sizing is smaller than UK sizing. Problem that I have right now is that I am not allowed to change the pair to the correct sizing.

        • Savas on 17/01/2018 - 16:11
          +1

          @Mozz13: i was just going off the Kogan chart, but that seems to be wrong

        • Mozz13 on 17/01/2018 - 16:18
          +1

          Yeah I think you are right. Conversion chart they have seems to be wrong. Not sure where they got that from but US sizing is not the same with UK sizing.

        • Savas on 17/01/2018 - 16:55

          @Mozz13: considering their chart is wrong, you should sue them.

  • CyberMurning on 17/01/2018 - 15:43
    +1

    hmm surprised i thought they are good with those things.
    anyway its easy to proof your invoice/purchase history will have size in US and the box/shoe will have size in UK so its clearly their fault.
    anyway go to ACCC/TIO

    • Mozz13 on 17/01/2018 - 15:47

      I'm planning to send a complaint to ACCC though not sure if it will make any different at all.

      • CyberMurning on 17/01/2018 - 15:58
        +1

        i won a case years ago, between me and Sony after lodging report. $400 item.

  • BuyoTheCat on 17/01/2018 - 15:49

    I got a few pairs of volleys from Catch (of the day back then).
    one was sent the wrong size.
    I told them and they refunded. No hassle.

    • Mozz13 on 17/01/2018 - 15:53

      Same! Did 1 with Catch (of the day back then) and I got refund with no question ask. Bummer..

  • FrugalFrella on 17/01/2018 - 15:50

    How did you pay? Paypal?

    • Mozz13 on 17/01/2018 - 15:53

      It looks like I did it from Paypal. Does it make any difference to the return or refund process?

      • -.- on 17/01/2018 - 16:03

        Have you activated the free returns feature on PayPal? If so, lodge a claim and PayPal will pay your return shipping fee. May be better than trying to haggle with them, even though you're clearly in the right.

        • Mozz13 on 17/01/2018 - 16:37

          Unfortunately I didn't active it until now. Damn it!

        • FrugalFrella on 18/01/2018 - 10:55
          +1

          @Mozz13: Maybe try contact PayPal anyway and see how they can help you.
          Worst-case maybe even do a charge-back through PayPal but they should tell you the best way to handle it.

          PayPal sides pretty heavily with the buyers over the sellers

        • Slippery Fish on 18/01/2018 - 17:05

          @Brandiano: you would too, the buyer is the one insisting on PayPal the seller would ditch in a second for a less fee method of he could.

  • Nugs on 17/01/2018 - 15:53

    I take it that your order/confirmation/screenshot shows US 8?

    • Mozz13 on 17/01/2018 - 15:56

      Yes. Invoice and order confirmation says US 8.

      • Nugs on 17/01/2018 - 15:58

        good.

  • pennypincher98 on 17/01/2018 - 16:06
    +1

    My advice - don't buy anything with a size or other essential option off Kogan. It's just not worth it.
    Everything else is great and the items I ordered have always arrived undamaged, fast and good quality.

    • Mozz13 on 17/01/2018 - 16:08
      +1

      Advice taken. Thanks!

  • NancyCat on 17/01/2018 - 16:16

    Bought a phone from Kogan years ago, the charger stopped working after awhile. I emailed them with photo of the charger & invoice, a replacement charger arrived less than a week later.

    • Mozz13 on 17/01/2018 - 16:36

      Good on you but this is a bit different than your case where yours was faulty and mine is incorrect item.

  • coxjon on 17/01/2018 - 16:42
    +1

    Our TV developed a fault after less than a month of ownership. This was on the 24th of December. They wanted me to provide a box to have it picked up (they suggested going to Bunnings to get a box, it's a 55" TV).

    They sent a replacement box that arrived on 15th Jan and I had to call and tell them it was ready to be picked up (23 minute hold time on the phone).

    Now waiting for Allied Express to contact me for pickup. Who knows how long until repair/replacement??

    Long wait times for any action… (admittedly Christmas and New Year, but an Aldi or Big W TV would probably have the replacement hanging on the wall already).

    • Mozz13 on 17/01/2018 - 16:59

      Sorry to hear that bud. Hope you get it resolved soon.

  • SadieS on 17/01/2018 - 17:55
    +2

    US sizing is very different from UK. AU women shoe size is the same as US Sizing and men same as UK.

    If they sell you the shoes by US sizing it's definitely their fault. If there isn't any easier way to resolve this you should file a complaint against them.

    • Mozz13 on 17/01/2018 - 18:26
      +1

      Thanks for the input. I am the same in opinion with you in regards to the sizing. I bought the correct size per invoice and got a different one per the shoes I received. Already lodged a complaint to ACCC and replied back with the photos for the return. Not sure what else I can do with this.

  • lainey13 on 17/01/2018 - 22:16
    +3

    So you ordered a US8 but you got a UK8? Should be a pretty clear case that you received an incorrect product then regardless of the shoe fitting your foot. I would be all over the social media and support saying you were sent the wrong item, you were mislead, and they are now refusing to give you a refund for sending you something you didn't order!

    • Mozz13 on 17/01/2018 - 23:26
      +1

      Yep. Ordered US8 but got UK8. Said that I didn't order that size to the support but they didn't budge. Sometimes I feel like the more you oversimplify things with SOP for the support, the less common sense used and promoting robotic way of work.

  • djkelly69 on 17/01/2018 - 22:52
    +2

    Are you sure they understand that you ordered a US8 and got a UK8? Seems pretty clear cut to me.

    Could maybe try a Paypal dispute for item not as described - they should side with you pretty quickly with some basic evidence.

    • Mozz13 on 17/01/2018 - 23:29

      They do get that I ordered US8 and not UK8. Another problem is that they believe US8 is the same with UK8 based on their weird conversion table. As for paypal disputes, will it make any difference that I am disputing a big vendor? Will they side with them instead? Just asking a question.

      • djkelly69 on 17/01/2018 - 23:46
        +3

        No personal experience disputing anything on Paypal, so can't answer that part.

        But if you have an invoice that says US8 and a box / shoes which say UK8, there is nothing to discuss - they didn't send you what you ordered. It won't matter in the slightest what their 'conversion chart' says.

  • taisapi on 18/01/2018 - 10:41
    +1

    Answering the question in the title - I have bought several good items from Kogan, however I do not buy from them any more after receiving a faulty phone, the slowness in their dispatch system, and the difficulty I had in processing a return.

  • johninmelb on 18/01/2018 - 16:45
    +1

    US shoe size is LARGER than UK and Australia sizes, not smaller.

    A US size 8 is size 7 in the UK and Oz.

    https://www.styletread.com.au/shoe-sizes

    Not only need to be careful online but also here as nearly all our shoes come from China. You need to try them on in shops to make sure you are getting the right size, specially Kmart, BigW etc.

    • Mozz13 on 18/01/2018 - 19:01
      +2

      Larger in number you mean. What I got is UK8 which is larger in size compare to US8. Have lodge to ACCC and waiting for them to process the return for a damn eVoucher (since that is the best they can do).

  • kusama on 28/01/2018 - 17:44

    When they first offered Pre-paid mobile and it went under they wouldn't even give me a refund for unused sims unless I sent them back.
    Never got around to doing that.

    I did another purchase with them, their mfi iphone cables, one started zapping if near skin. Going to avoid Kogan :)

  • a friend on 01/02/2018 - 15:41

    I'm coming in pretty late here, but with Converse shoes US and UK are actually the same size. You can go and check the size charts on the Converse website (https://www.converse.com.au/chuck-taylor-all-star-classic-co…). Click on Size Chart just above the add to cart button. They should still refund you of course.

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