Kogan Only Delivered Half of My Order

Lseramo on 26/06/2020 - 17:43

Hey everyone,

looking for advice on what to do. I ordered two items with express shipping from kogan.com and only received one of them, the tracking info shows the two items were shipped together and the shipping label says the qty was 2.

I contacted kogan support and about a week later of "investigating" they said that their tracking records show that Australia post successfully delivered my order.
Which is true but half the order was missing, also the 1 item I received (nintendo switch game) had no type of packaging for the protection it was just put in the shipping sleeve with no type of bubble wrap or any protection which I found is strange.

Now they want me to go sign a statutory declaration with a witness because they don't believe me. I've heard many complaints about Kogan here on ozbargain. I have about $1k worth of orders from kogan. and i am subscribed to their kogan first membership, 11.99 a month which offers free shipping, yet none of the products i have purchased have come with free shipping.

I Purchased the order with PayPal. Should i proceed with this statutory declaration process which from what I've read is a long process and i really don't have time to do it, or should I try to chargeback the purchase with PayPal, will they be able to fight back the case?

Thank you everyone.

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Comments

  • Seraphin7 on 26/06/2020 - 17:50
    +1

    The retailer has advised you of the required course of action … and you don't want to follow it because "it's a long process" (not really) … and now you want us to advise you of an alternative course of action?

    • truetypezk on 26/06/2020 - 18:44
      +2

      It is a long process, even if your neighbor is a JP/policeman it is still going to take you at least 15 mins to get it done, which by no means is your obligation as a customer. Lying for finance gain and lying on statutory declaration are equally punishable by law, so the merchant is simply making it more of a hassle hoping some people wont bother to proceed.
      It is also the merchant's responsibility to deliver the item safely and bear the burden of proof. Paypal doesnt agree with that sometimes but the credit card chargeback process always do. I would say go directly to the card issuer, explain the situation and screw Kogan.

      • thebadmachine on 26/06/2020 - 20:14

        so the merchant is simply making it more of a hassle hoping some people wont bother to proceed.

        Experienced this one time with Kogan. That was the last time I shopped there.

  • [Deactivated] on 26/06/2020 - 17:50
    +11

    Don't buy from kogan, pay peanuts get monkeys. the end.

  • Hithere on 26/06/2020 - 18:12
    +1

    You may lose the case if you open a dispute through Paypal as Kogan will probably claim that both items arrived together and that their tracking records showed that Australia post had successfully delivered the order.

    Do you have any proof that you can offer to Paypal that overrides Kogan's claim?

    Kogan support have suggested an option to you, consider following their suggestion and if that doesn't work then try the Paypal route.

    Another good reason to steer clear of Kogan.

  • garetz on 26/06/2020 - 18:24
    +1

    If you dispute it, Kogan will point to receipt of the package, and you wont get a successful chargeback.

    Just do the stat dec, its possible the item was packaged and stolen in transit, in which case kogan has the right to ask this of you.

  • [Deactivated] on 26/06/2020 - 18:24
    +1

    Go through the process.

    These companies have to meet a 99% accuracy level or people lose jobs.
    100% chance if you follow it through that poor sucker who picked your order wrong will get a nice meeting with slimy management.

  • John Kimble on 26/06/2020 - 18:26
    +1

    It's not a long process to write a stat dec? You do need to get it witnessed by a JP or something though.

  • popsiee on 26/06/2020 - 18:50
    +1

    Its most likely the somewhere in the delivery it was stolen . That is why most nowadays take photos at the delivery location to prove it .

  • Heaps for Cheaps on 26/06/2020 - 19:25
    +3

    Kogan is one hell of a scummy business. It has been scamming people since it opened with price-jacking, misleading conduct, illegally not honoring warranty because it claims you purchase from an overseas business that doesn't have to follow Australian Consumer law.

    Kogan used to get on his high horse for years about Gerry Harvey being a money-grabbing man, but Kogan no longer appears on TV because he runs his business in the most sleaziest of ways.

    I think the easiest thing to do is in fact get the statutory declaration.

  • thebadmachine on 26/06/2020 - 20:25
    +1

    I've heard many complaints about Kogan here on ozbargain.

    That’s all you need to know.

  • endotherm on 26/06/2020 - 20:48

    …I am subscribed to their kogan first membership, 11.99 a month which offers free shipping…

    Sounds about as useful as eBay Plus.

  • dcep on 26/06/2020 - 20:59

    did auspost left the package without signature?

  • loropy9 on 26/06/2020 - 21:55
    +3

    I had the exact same happen to me but with Hype DC. It looks like a courier issue as the missing half Of my order was signed for by someone in a suburb 20km from me. Hype were useless, they told me that they won’t be able to help further. I opened a paypal dispute, provided evidence and I got the money back. Hype dc conduct was a disgrace during the entire process. They asked me to close the dispute so hat they can return the money to me. I called paypal and was advised to never close a dispute because I’ll never see my money ad you cannot reopen the dispute again.

  • Fredfloresjr on 27/06/2020 - 23:23

    Kogan is hopeless. Imagine running business without customer service. Had my lesson before so never again.

    • Hybroid on 27/06/2020 - 23:31

      Unfortunately it's clearly working as sales are growing year on year… People don't learn till they get burnt.

  • josephjr on 03/07/2020 - 22:52

    The problem is likely be the guys in the warehouse picked and packed the wrong item in this instance forgot to pack an item. Unfortunate but this happens across all businesses that ship freight. Just sign the stat dec and move on.

  • kator on 09/07/2020 - 11:33

    Once I ordered a fake plant from a Kogan marketplace seller (was not Kogan itself but on their website). Seller did not send it, perhaps it was a scam. I complained to Kogan customer support and they gave my money back.

    A month ago ordered a $600 mobile phone and got it with express post. They did mention that the AU charger will arrive separately, and yes it arrived later. No issues.
    I have good experience with them. Just make sure to buy from Kogan and not those that sell through their website.

    First time ever an Auspost parcel disappeared 4 weeks ago. Got my money back from Amazon, but it shows that parcels can go missing. I pay everything with paypal just to have an extra insurance.

    Also, once I got a parcel just because my address was very similar. There was a mobile number on it so I sent an sms to the person to come and get it (4 streets away).
    When they arrived they checked the parcel and pretty much accused me of steeling half of the content. Lesson learnt.

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