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I wanted a door way pull up bar that doesn't require mounting using screws - I rent so i cannot damage walls using screw mounts. I've seen numerous "door gym" products that use leverage to secure to the door frame, without requiring screws. I found Kogan selling one for $30, which was a bit cheaper than going to the local Rebel sports store, even with the $15 shipping, so I ordered it. When i got it i found it does actually require mounting using screws, and this was not indicated in the item description.
The item is here https://www.kogan.com/au/buy/professional-doorway-chin-pull-….
When I initially contacted them, they said they would not accept a return because that product doesn't fall under their "change of mind policy". The only reason i changed my mind is because the description omitted essential info to use it. I wouldnt have ordered it if it included that info. Later they said the item listing includes all the relevant info (it doesnt!) but they would make an exception for me. I'd have to pay shipping to return it and i wouldn't get a refund for the original shipping. All up, the original and return shipping would cost about $30, the same as the product, so i'd still be at a loss of $30, the cost of the product. They said the listing includes a photo that shows the mounting brackets. This is true, but nowhere does it say in the listing or the photo that those brackets are for mounting, that using the brackets is required to use the product, or that the installing the brackets requires installing screws into the wall.
I tried to mount the product without using the brackets but it wasnt secure. It even dented and scratched the wall just hanging it on the door frame, without the brackets.
I definitely will not shop at Kogan again and i caution everyone not to either.
Here's my correspondence with Kogan:
Jake
Nov 18, 10:23 AEDT
I purchased the "Professional Doorway Chin Pull Up Gym Excercise Bar". Upon receipt I found it does not fit securely in any of my doors without using mounts that need to be screwed into my door frame. As I rent, I cannot install this in the door frame using screws. I also found that when trying to install it in the door without the mounts it has dented and scratched my door frame. I therefore cannot use this product and wish to return it for a refund.
Hi Jake,
Thanks for contacting Kogan.com. This is just a quick email to let you know that we have received your message. For reference, your ticket number is 6902164.
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If our help centre articles are not able to resolve your issues, please reply to this email with the info below to speed up your resolution:
- A copy of your invoice for proof of purchase, which you can find at https://help.kogan.com/hc/en-us/articles/360001912208-How-to…
- 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.
We will be back in touch with you as soon as possible, and please make sure you check your "Spam" or "Junk Mail" folder regularly
Please note: We will endeavour to reply to your messages as quickly as possible. In an effort to help us, please refrain from replying to your own ticket repeatedly as this will lose your position in the queue.
Kindest Regards,
The Kogan.com Team
Hi,
As requested, attached to this message are:
(1) Invoice of proof of purchase
(2) .docx file containing three photos:
(1) Figure 1. Door gym does not mount securely on door frame without screw-in mounts
(2) Figure 2. Scratches/dents in wall, above door frame, made by door gym
(3) Figure 3. Part of door gym that causes scratches and dents in wall above door frame (only left side shown in photo)
Kind regards,
Jake
Ruth (Kogan.com Help Desk)
Nov 19, 19:29 AEDT
Hi Jake,
Thanks for your email and for the attached files.
I'm sorry to hear that you are having an issue with your item. Let me assist you.
I have now contacted the manufacturer directly with the information regarding your item. From there, they will advise the best course of action.
Once we can confirm this, I will be in touch with you again to provide some more information on how we can proceed.
I appreciate your understanding.
If you have any further questions or concerns, please let me kno
Kindest regards,
Ruth
Customer Care Team
Ruth (Kogan.com Help Desk)
Nov 20, 10:51 AEDT
Hi Jake,
Thanks for your patience.
I have heard back from our suppliers.
I understand that you would like to return your product, however, the item that you have purchased does not qualify for a return under our Change of Mind Policy.
For this case, we have properly advertised the product being constructed with heavy-duty steel and also posted in one of the photos that it comes with brackets. As normal, these types of products with brackets will have to be bolted to the wall (where drilling is the most preferred way to do so) as need to be as sturdy as possible to hold the weight. Given this, the customer should have also noted the same and would know that it will not work for a rental property where any damage to walls are not allowed.
We work extremely hard to ensure that all of the necessary documentation and information regarding a product and its specifications is made available on the product listing so that our customers can make a well-informed decision prior to purchasing.
I apologise that in this instance we are not able to assist you with an exchange.
Rest assured that your product is still covered under warranty and if you experience any issues at all, I'm always happy to help!
Please let me know if you have any further questions or concerns regarding this matter.
Kindest regards,
Ruth
Customer Care Team
Dear Ruth,
The item description on the Kogan.com website does not state the product must be mounted to the doorway wall using screws. While one photo shows mounting brackets, no description of these brackets is provided that explains their purpose or that they are required to use the product. Had the item description indicated mounting the product to the wall using screws was required, I would not have purchased the product.
The Australian Competition & Consumer Commission (ACCC) website states,
When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.
The ACCC defines a “major problem” with a product as,
… a problem that would have stopped someone from buying it if they’d known about it. (https://www.accc.gov.au/consumers/consumer-rights-guarantees…)
Because I would not have purchased the product if the item description indicated mounting it with screws was required, if Kogan refuses to accept my return then I will have to file complaints with both the ACCC and the NSW Office of Fair Trading. If I have to do that then I will also post details about my experience with Kogan, cautioning others against doing business with Kogan, to my personal social media accounts (listed below this message) and on www.productreview.com.au, www.reddit.com, and www.ozbargain.com.au.
Kind regards,
Jake
https://twitter.com/ …
https://www.facebook.com/ …
https://au.linkedin.com/in/ …
Jonathan C (Kogan.com Help Desk)
Dec 5, 12:41 AEDT
Hi Jake,
Thanks for your patience here.
Upon reviewing the information provided, I can confirm that the listing is correct and provides the relevant information to use the product.
I do apologise that this product was not suitable for you to use at home given you are unable to install this accordingly.
In the interest of resolving this matter, I would like to make an exception and arrange a return in line with our Change of Mind Policy for account credit.
To get the ball rolling, can you please send through a photo of what you received in its current condition?
You can attach the photo in your reply email.
So that I may process your claim promptly, can you please confirm the following information:
• Current Address
• Contact Phone Number
Please don't return your item prior to receiving your Return ID confirmation.
If your item is under 1 metre and 20kg, we will provide a link for you to purchase a prepaid AusPost label for a flat fee of $12.88. You can return the item via post or courier at your own cost as I realise a discounted label will not be feasible for the price of your item.
Once we receive the item, it will be checked into our system and you will be notified via email.
Upon confirmation that the unit is undamaged and in a reasonable condition, your account credit will be processed.
Please let me know if you have any questions throughout this process.
Kindest regards,
Jonathan C
Customer Care Team
Dear Jonathan,
As requested, I have attached photos of the product. It has never been used, as I am unable to use it.
You stated you can “confirm that the listing is correct and provides the relevant information to use the product”. The listing states:
*Mounts and unmounts from any standard doorway in minutes *Great upper body workout, including chin-ups and pull-ups *A variety of grip positions to maximise your workout *Comfort padded hand grips *Constructed with heavy-duty steel *Some assembly required; hardware and instructions included
The listing does not include the essential information that mounting the product requires screwing brackets into the wall. Moreover, I have seen identical products that are specifically advertised as not requiring screws to mount.
As I would not have ordered the product had I known that mounting it to the wall with screws was required, and because this information was not provided in the item listing, if Kogan is unwilling to accept my returning the product for a full refund covering the original and return shipping, I will post a full description of my experience, including links to the Kogan webpage for the product and all email correspondences I have had with Kogan regarding this dispute on www.productreview.com.au, www.reddit.com, and www.ozbargain.com.au. I have saved screen shots as well as html files of the item listing showing it omits the essential information that mounting to the wall with screws is required. I will also share these descriptions of my experience to my social media accounts (Twitter, Facebook, and LinkedIn) and submit formal complaints to both the Australian Competition & Consumer Commission and the NSW Office of Fair Trading.
Kind regards,
Jake
Jonathan C (Kogan.com Help Desk)
Dec 7, 10:11 AEDT
Hi Jake,
Thank you for getting back to me.
While I can certainly appreciate your disappointment here, I do apologise that we would be unable to arrange for this to be returned for a refund.
We go to a lot of effort to ensure that all of the relevant details are available on a product's advertisement so that our customers can make informed decisions prior to purchasing.
In our second image, we provide a photo of all components to this pull up exercise bar, and the mounting brackets are present where traditionally, they would be secured by mounting these into the wall.
This allows the pull-up bar to support the weight of up to 135kg.
Other pull-up bars without being secured in such way are unable to support the same amount of weight as this one.
Our sincerest apologies once again that we are unable to assist further with your requested refund.
You are still welcome to take advantage of our exception to our Change of Mind Policy should you wish not to keep this item.
If there is anything else I can help you with, please let me know.
Kindest regards,
Jonathan C
Customer Care Team
Dear Jonathan,
I would like to prepay for the return flat fee AusPost label. My current address is:
[redacted] St
Wolli Creek NSW 2205
My phone number is 0422 {redacted]. Please provide instructions for how I obtain this label.
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You have mentioned that the item listing includes a photo that shows the mounting bracket. This was discussed already in previous correspondences, and I responded:
While one photo shows mounting brackets, no description of these brackets is provided that explains their purpose or that they are required to use the product. Had the item description indicated mounting the product to the wall using screws was required, I would not have purchased the product.
I of course do now know those brackets are for mounting to the wall with screws because I have received the product, and the instructions explain this. However, I should not have needed to receive the product to become aware of this. It should have been indicated in the item listing that use of the product requires mounting to the wall with screws.
I will forward to you weblinks to my reviews of my experience with Kogan. I will also be submitting complaints to both the ACCC and the NSW Office of Fair Trading. It is unfortunate that my experience with Kogan has come to this. I will certainly not be doing any future business with Kogan and will be warning my friends, family, and work colleagues against doing so as well.
You claimed,
We go to a lot of effort to ensure that all of the relevant details are available on a product's advertisement so that our customers can make informed decisions prior to purchasing.
But this is clearly not true when all you had to do to avoid the confusion with this product was to include a single sentence in the item listing noting it requires mounting with screws to the wall.
Kind regards,
Jake
@Scrooge McDuck: It gets worse, I purchased this item, linky I plugged it in, and nothing, nothing at all.
I have it setup exactly as in the fourth pic. No difference what so ever. It simply does not work. I read the description, no mention of needing addition parts or accessories. I just don't understand why Kogan continues with this misleading advertisement.