Kogan Shipped My Item without Any Packaging, with The Label Stuck on The Actual Product Box - Denies The Product Is Damaged

doznbay on 29/01/2019 - 00:19
Last edited 29/01/2019 - 13:41 by 1 other user

Hi everyone, I bought an item from Kogan which I believed they shipped in an appropriate way. I have contacted them and we have been in back-and-forth discussion (they take on average 1 whole week to reply, so it's been a drawn out process). I'm not sure what to do so thought I'd turn to the OzBargain community for advice.

Basically they:

  • Shipped the item without adequate protection
  • Printed the label and stuck it on
  • The corners were banged, the lid was torn
  • When I peeled the label off, it started taking off the actual product image/layer
  • I needed to gift this for a Christmas present - and it pretty much looked like damaged/seconds goods
  • After numerous replies to-and-from with Kogan, they have pretty much told me it's not damaged and is not warrantable

https://files.ozbargain.com.au/upload/191961/66365/mvimg_201…
https://files.ozbargain.com.au/upload/191961/66364/mvimg_201…
https://files.ozbargain.com.au/upload/191961/66363/img_20181…
https://files.ozbargain.com.au/upload/191961/66362/img_20181…

Here's a little summary of the replies, I'll just include snippets to make this easier to read….

13th Dec

Thanks for your email.
I've raised this with our Support Team, who will be getting in touch with you shortly.

20th Dec (and they also asked for some photos for proof)

I am sorry to hear that you are not satisfied with the packaging of your product. Allow me to assist.
We endeavour to package all items in a safe and appropriate manner, based on what is best suited for the item.

15th Jan

I'm sorry to hear the product has arrived in unsatisfactory condition.
The purpose of the packaging is primarily to ensure the product reaches you safely, and this does appear to be the case here.
I will certainly pass on your feedback regarding this and I'm sorry for any disappointment regarding the way the product has arrived.

After which…I pretty much said that it was damaged and it wasn't good enough to say 'sorry and we'll pass on the feedback'. I also mentioned that I was a loyal customer (and have bought many items from Kogan in the past).

23rd Jan

As it's the packaging that has been damaged, this can be considered a cosmetic damage which is non-warrantable.
In this instance, I would suggest inspecting the product to check for any damage on itself.

After which I replied the actual item's box should be considered as the actual item itself. e.g. If I buy phone that is scratched (cosmetic damage) but it is still 100% working fine, I would still consider this damaged. Or if I go into a store, and there is a 'clearance' section, it's usually for goods that were damaged in transit, missing the box, slightly ripped packaging, etc.

Anyway - should I keep pursuing this matter with Kogan, and what is the best way to go about this?

Or is this something I should accept, that as long as the inner actual item is fine, then it doesn't matter if the packaging is damaged?

I should also mention that I'm following this up more on principle, than just to get money back. As a long time customer, I'm probably never going to buy from Kogan again anymore…but that's another story.

General Discussion

Related Stores

Kogan
Kogan
Marketplace

Comments

  • elonmusk on 29/01/2019 - 16:50
    +1

    Asked for help, gets a roasting haha.

  • abuch47 on 29/01/2019 - 17:06
    +3

    should always be double boxed poor service.

    this is common in america and from 2nd hand dealers but new in australia.

    trash company saving everywhere they can.

    If that boxed ripped all of a sudden the item could fall out the holes.

    cardboard is cheap and recyclable much better than plastic.

    • [Deactivated] on 29/01/2019 - 17:20

      Actually paper products are some of the least efficient things to recycle.

      Plastics are easily reused and repurposed before needing to be recycled.

  • c0balt on 29/01/2019 - 17:22
    +2

    They did this to me last year with the Kogan mechanical keyboard.

    The keyboard was fine but the box was FUBAR. I would have been pissed if it was a more expensive item, but for $25 delivered I can't complain.

    • lainey13 on 29/01/2019 - 22:11

      Same thing here, except it was a Kogan keyboard STAND and the box was literally soggy. Seems pretty typical for Kogan.

  • RonaldR on 29/01/2019 - 17:32
    +1

    Some people are born wingers - can't believe complaining about the box that is only for protecting the item being marked and doing its job protecting the Item -This jerk off wants them to add extra packaging to protect the packaging. Plastic wrap is enough and it is recyclable I added the last bit due to another comment saying there should be double boxing but if they charged for the extra box it would fix the problem. Plastic is a great recyclable as it can be used in modular Roads, The best Roof tyles in the world, outdoor furniture.

    • c0balt on 29/01/2019 - 17:34
      +9

      You calling the OP a jerk off is about as stupid as you saying boxes have no value.

      There's something called the 2nd hand market, and you better believe boxes have a value.

      • brendanm on 30/01/2019 - 07:41
        +5

        The value of a second hand foot spa? You'd be lucky to get $2 with or without a box.

      • HighAndDry on 30/01/2019 - 09:33
        +1

        The box for a foot spa? Hahahahaha….

        • c0balt on 30/01/2019 - 12:34
          +3

          Guess you don't read that people in this thread have commented that Kogan do this for things like DJI drones and mechanical keyboards.

          You're being classy as usual though, upvoting the guy who's calling Kogan's BS policy a 'jack off' followed by an incoherent environmentalist rant - when if this happened to you, if you bought a drone from Kogan, you know you would be pissed.

          • HighAndDry on 30/01/2019 - 13:26

            @c0balt: Upvoted because of this:

            can't believe complaining about the box that is only for protecting the item being marked and doing its job protecting the Item

            The box is primarily to hold and protect the product. It did its job. I don't keep packaging for most things I buy, so if I bought a drone, and the drone itself was fine, I honestly wouldn't care too much what condition the box it came in was. Packaging is precisely that - packaging. Would I be happy about it? Probably not thrilled. Would I care enough to do anything, much less post a rant online? Heck no.

            • Blitzfx on 31/01/2019 - 09:48
              +1

              @HighAndDry: I agree, there's a huge difference of the importance of the box vs the product.

              Wouldn't want your wedding ring holder to come in with holes and scratches and dents in it.
              But nobody gives a shit about a $50 foot spa box; except some other ozbargainers

  • KBZ on 29/01/2019 - 20:10

    Depends how big is the box. I bought a Dyson v10 from good guys. They just shrink-wrapped box and stuck a label on it.

    • Sammyboy on 30/01/2019 - 14:09

      Black shrink wrap at least? So that contents are kept private? Thats a high value item!

      • KBZ on 30/01/2019 - 14:28

        Nope was clear shrink wrap but atleast had to sign for delivery

  • tessel on 29/01/2019 - 20:49
    +1

    First world problems. Wtf…

  • senor cogswallop on 29/01/2019 - 21:11
    +13

    Gather round, gather true,
    I have a little conundrum for you,
    I placed an order, it was online.
    The goods delivered, the contents fine,
    But to my dismay, and low and behold,
    This doesn't match up to the item sold.
    Only the box arrived not intact,
    Should I grow up and realize the fact,
    That it may be slightly unorthodox
    To worry about just one little box?
    It was only parcel one of three,
    The other two were not so crappy.
    Lessons learnt, the biggest utmost,
    Take precaution when sending by AusPost.

    • brendanm on 30/01/2019 - 07:42
      +1

      rapturous applause

  • lostn on 29/01/2019 - 22:09
    +3

    Putting a label on the box without putting it inside an even bigger box.. is standard practice for large items.

    If it got damaged with only its original packaging, I doubt putting it inside another box will be that much help.

  • Savas on 29/01/2019 - 22:47
    +6

    The problem here is ordering a foot spa.

    • Xiaomi on 29/01/2019 - 23:29
      +1

      it'll get used as much as the $9 hot dog machine from kmart, once.

  • El Grande on 30/01/2019 - 00:28
    +2

    We ship most items by just putting a label on it and extra tape to secure the packaging. Only had a complaint once. Its literally called product packaging. The product is packaged in it so it can be delivered to the end user.

    • Speckled Jim on 30/01/2019 - 12:07
      +1

      Factory-warehouse-retailer: group stacks with bottom corner protectors all bound by plastic. If you're talking a fridge or TV, fair enough, that's all they get from the factory.

      OP's thin cardboard retail packaging is the last line of protection for the product. It's designed to be stacked, picked and purchased in-store, not labeled to go it alone without its bulk-shipping protection.

  • Nick939 on 30/01/2019 - 01:00
    +3

    Most of the packages I ordered from Amazon over Christmas had unnecessary boxing and paper. Extra protection such as a box and Styrofoam is incredibly bad for the environment, especially if people demand it for all minor products. If you need extra protection for your package the consumer should pay for it, or suck it up.

    • tranter on 30/01/2019 - 08:23
      -1

      Amazon also knew that many of the items purchased over the Christmas period would be given as gifts and so were protected accordingly.

      Amazon is the largest internet and e-commerce company in the world for good reason. They know what they are doing.

      Kogan is trash in comparison.

      Even if an extra box or styrofoam is considered excessive Kogan could take some basic protection measures such as heavy duty cling wrap or plastic shrink wrap. It's effective and cheap and not hard to do!

    • tensai on 30/01/2019 - 09:08

      I bought a Lego from Amazon US as a Christmas gift, and they did the same. Just a sticker out on the lego box and sent…
      The box was damaged badly, the lego sticky tape that tape the box were all teared apart.
      I did put in a note indicating it is a gift and have a gift message.

      I raised two tickets to Amazon US, with 0 reply.

      • tranter on 30/01/2019 - 09:13

        That's unusual, crazy to send a Lego box like that. Amazon usually protect my items quite well.

  • 18t on 30/01/2019 - 07:28
    +3

    If it was a purchase for myself I wouldn't really care as long as the product was in working order but as a gift you would want it to be presentable to the receiver. Did you notify kogan that it was a gift anywhere when ordering, eg in comments or requesting a gift receipt for the recipient? You could argue that it is not fit for purpose of a gift if it was made known to them. I'd be pushing for a discount off the product or some form of credit.

  • dono2 on 30/01/2019 - 07:30

    you seriously posted about a couple of corners being bent on something posted LOL

    I dislike kogan and their cheap nasty products though i feel sorry for them having to deal with people like you.

  • DiscoJango on 30/01/2019 - 09:25
    +2

    Op should order from dell, he would be in heaven

    Imagine this: a small windows serial sticker, wrapped safely in a small cardboard box, about half the size of a tissue box, with a foam lined interior

    That sticker was nothing short of mint condition.

  • exc3113nce on 30/01/2019 - 10:27
    +2

    Don't waste your time on this. I know at the moment you may feel annoyed, but a lot of people throw out boxes once they open them. You'll feel stupid for having let this ruin your day once they open the box and throw it away.

    Don't let this waste any more of your time.

  • tranter on 30/01/2019 - 13:50
    +3

    A lot of people think it's not a big issue but I wonder what would happen if it was one of Kogan's private label products and the buyer wanted to return it under their 14-days returns policy.

    The policy states the product must be in original and re-saleable condition. Is it original condition and re-saleable with labels and damage all over the box? I know for example retailers like Catch require you to wrap the product before returning it, you're not allowed to fix labels directly to the product box.

    In my experience Catch pack their products better in the first place. It would be ironic if Kogan had a similar requirement to wrap the product before returning. It's just a box after all, as many have commented here. :)

  • Sammyboy on 30/01/2019 - 14:06
    +3

    Kogan shipped all the kitchenaid baking trays and tins in just a satchel without any packing, bubble wrap etc. Naturally half the tins had dents in them. They sent some replacements, again just in a satchel without padding and refunded me on the others that had no stock. They just dont care. I ordered a nintendo classic from dick smith and again they just shipped in a satchel and the box was damaged. In this case the box is very important!!! I also ordered a large tower heater from them recently and all they did was stick a postage label on it. Box was also quite damaged. I would be concerned if I had ordered a Dyson heater/cooler and it just had the label stuck on the box. Thats a high value item which would attract a lot of unwanted attention…

    I think a lot of people have missed the point of returning the item in original new condition. Kogan could claim that you damaged the box and hence not refund or only partially refund the item. WOuld have to take photos immediately and even video of opening the box, satchel etc in case item is damaged inside

    For all those that did rubbish the OP, lets just say you were looking to purchase the exact same item but at a retail store. On the shelf is the item and the box is in the exact damaged condition the OP received it. However, behind it, is another box in mint condition. Would you just take the first box (damaged) and purchase that? Or would you take the box behind in perfect condition and purchase that?

  • logistics on 30/01/2019 - 14:52
    +1

    "I needed to gift this for a Christmas present - and it pretty much looked like damaged/seconds goods"

    Christmas has come and gone. Did you end up giving them this as a present or something else?

    • Baysew on 01/02/2019 - 14:39
      +1

      Valentine's Day is approaching.

  • AlienC on 30/01/2019 - 16:41
    +2

    If it was a present yeah I would be a little pissed especially if it was for a certain side of my family but if it was for myself I usually recycle the packaging anyways so no dramas.. but I can understand if it is some sort of device or appliance box packaging that you might use to store it and want to keep it in as mint condition or pristine for resale or regifting value etc .. that sucks feels bad man

  • coolroy on 30/01/2019 - 20:03
    +2

    Never ever rely on Kogan to provide good customer support or honor warranties correctly….. that has been my experience.

    You are far better off cutting your losses here with this mob & dealing with reputable companies instead moving forward.

    Have they shipped poorly ..in my view absolutely…will they care absolutely not.

    Dont give Kogan any more of your hard earned
    money (or time) but instead spread the word to your friends & acquaintances of the issues they are most likely to face if they deal with Kogan….spread the word….
    Just look at the thousands of negative Kogan customer reviews on productreview.com.au website !!!

    • tranter on 30/01/2019 - 20:29

      Exactly. Shipping issues is just the beginning.

  • tonyjzx on 30/01/2019 - 21:56
    +7

    This thread is a great example why Ozbb has an issue with its members.

    I have bought from Kogan in the past and they double boxed stuff. I dont care about the carton per se but Kogan cant afford a cardboard box and some packing peanuts?

    Since when is everyone a giant sackrider for Kogan?

    I'm sure Ruslan is loving the support. If a multimillion dollar company does this and it gets the support of the customer then they deserve each other.

    Further more, why does it matter what the OP bought?

    Its downright embarrasing the ball licking this place gives companies that apparently they dont like.

    If Amazon did this is it ok? What about HN?

    Let's flip this around… I bought items form China and they double boxed it in a air protected sleeve and stuffed it with newspaper.

    If a place like China can do it and Kogan cant then Australian commerce deserves to die in the ass and its customers deserve this level of service.

  • bjdchwr on 30/01/2019 - 23:19
    +1

    Kogan is dodgy.

    I bought their Philips Hue starter pack a while ago and they advertised that the packaging got damaged but the item is brand new.
    It turned out to be a buyer returned product and there is an Apple logo/sticker on the box, clearly stated buyer remorse.

    I still took it but I wouldn't trust Kogan again.

  • simonjb on 31/01/2019 - 07:30

    OMG the box got damaged, outrageous.

  • happirt on 31/01/2019 - 08:17

    did you expect quality at kogan?

  • TailsK on 31/01/2019 - 09:08
    +2

    I think OP is right to be annoyed here. By all means, Kogan can ship it without a box, but it should reach the recipient undamaged. Many businesses offer products at a discounted price when there is "carton" damage, because people may not be willing to pay full price if the packaging is damaged. A customer might want to keep the box for storage of the item when it's not in use. If this was a bricks and mortar store and OP received the box in that condition, it sounds like he would have asked for another one.

    Kogan's lower prices or discounts shouldn't mean that a customer should have to accept damaged goods (or packaging), unless such damage was explicitly stated when the purchase was made.

    I would at the very least ask for a discount if you're not happy, but if the package is important to you, get them to send you another one.

    • HeWhoKnows on 01/02/2019 - 10:07
      -1

      Actually that is not correct.

      OP has a choice here

      If OP wants to get one in a box in pristine condition he should go to a retail store and select one with a good box and then pay the full price.

      However OP wants to get the cheapest price AND the best box (after transit).

      As they say "You cant have your cake and eat it too"

      • TailsK on 04/02/2019 - 12:04
        +1

        Nothing wrong with OP looking for the best price.

        You seem to implying that if you want the best price, you should expect a damaged product. That's simply not true. If Kogan wants to sell products that are damaged (carton or otherwise) it should be part of the description.

        • Eeples on 08/02/2019 - 23:53

          The product was not damaged.

  • gimme on 31/01/2019 - 11:45
    +2

    For those who are 'outraged' about being a '1st world problem', 'not an issue', 'big deal' etc. for many people and contexts packaging is more important than contents. This applies to goods and individuals. If people didn't care about 'packaging' then many industries wouldn't exist (e.g cosmetics). Try turning up to a job interview smelling like a hobo. Good luck with the job no matter how qualified you are. #packagingmatters lol.

  • 00000000 on 31/01/2019 - 12:10
    +5

    So many keyboard warriors taking the high chair by saying get over it.
    But if this happened to you, you'd be equally pissed.

  • justwii on 31/01/2019 - 19:58

    Man, who do you think you are dealing with? Its Kogan, nuff said!

  • ilostnemo on 31/01/2019 - 21:07

    Your phone analogy is flawed as mobile phones come in a box!!!!

  • HeWhoKnows on 01/02/2019 - 10:03

    Take it out of the original box and place it inside a gift box if you are so concerned.

Login or Join to leave a comment
Login Join