How to Contact Kogan Customer Care?

savemore on 19/01/2023 - 10:34
Last edited 19/01/2023 - 10:44

Did a quick search to see if anyone else had posted this question, but didn't manage to find anything.
Yesterday I ordered a pair of shoes from Kogan, but realised that the order wasn't complete (even though I added 2 pairs to the cart) and it didn't qualify for free shipping to my address. I went to my order history, saw the option to Cancel Order and clicked on this no more than 1-2 minutes after I placed the initial order. Concerned that the order hadn't cancelled, I then went through the Customer Care options for this order and typed what I thought was a message to a online member to ensure that the order was cancelled (as I did not want have to send the shoes back at my expense). Turns out it is an automated e-mail response, as I sent a subsequent message to ask why the order got to the processing stage and was then shipped.
Is there any way of speaking (phone or online chat) to anyone at Kogan?
How can I tell it an item is eligible for a return?
How do I ensure that I do not have to pay for the return of the item and receive a full refund?
This is the first time I have shopped with Kogan Online (and depending on how they deal with this issue, maybe the last).

Hopefully someone can share a similar experience and how the resolved it.
TIA
savemore

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Comments

  • CyberMurning on 19/01/2023 - 10:35
    +1

    "This is the first time I have shopped with Kogan Online (and depending on how they deal with this issue, maybe the last)."
    thats most people are.
    they got attracted once by "owner is australian", beautiful picture, amazing specs, relatively low prices (even tho when you get the item you will be like shoooot i bought way too expensive for this rubbish).. then… never again…

    • savemore on 19/01/2023 - 10:41

      Happy with the price of the item, so unless I'm getting a counterfeit item of a name brand, then this is the only reason why I'd question why I bought it in the first place.

      • solidussnake on 19/01/2023 - 12:56

        And welcome to Kogan my friend, I've heard they take 24 hours to reply back to messages so good luck and enjoy the shoes

  • boomramada on 19/01/2023 - 10:40
    -1

    https://www.kogan.com/au/contact-us/ Is your google run by kogan too?

    • savemore on 19/01/2023 - 10:42

      Thanks for the very helpful link, but this is what I have already done on 2 separate occasions. This takes you to their online platform that you then have limited options to communicate (which does not include online chat, e-mail or a phone number).

      • boomramada on 19/01/2023 - 10:57

        Im not sure how else I can help you with, thats kogan for you :)

  • Thatbargainhunter on 19/01/2023 - 11:00

    Everyone complains on Kogans support. It slow but claiming under warranty twice has been a breeze.

    The only time I had a problem was when an item was left out of the package by those packing it and I had to convince them it didn't actually arrive. But eventually they calculated the parcel weights and they agreed.

    The other issue is cancelling preorders.

  • randomusername2017 on 19/01/2023 - 11:24
    +1

    Smoke signals 💨
    Carrier pigeons 🕊️

    Both faster than their online ticket system.

  • scrimshaw on 19/01/2023 - 12:05
    +3

    Kogan does not have a live chat nor telephone customer support. The only way you can contact them is sending them support tickets / emailing them.

    Have tried to contact them to cancel orders too but by the time they get around to answering your questions your items are already on the way.

    • savemore on 19/01/2023 - 13:22

      Thank you for confirming that you had the same experience. I guess it's all part of the Kogan Business Model, don't employ staff to answer customer queries as that wastes too much time, just send automated responses and in the meantime process the order, send it and let the customer deal with it. #ACCCtotheRescue

  • bobbified on 19/01/2023 - 13:37

    Kogan.. . best of luck!
    (Yes, you'll need all the luck you can get!)

  • Drakesy on 19/01/2023 - 14:19
    +1

    Hassle them through facebook?
    But tbh i don't have high hopes on this one.

    • savemore on 19/01/2023 - 17:24

      Did as you suggested, got a phone call from them about 30 minutes ago. They are trying to intercept the parcel to have it returned before it arrives, and once it's returned they will do a refund (and I won't be charged for the return). Hope they're true to their word. I'll update the outcome once it's been resolved. Thanks for your help. :-)
      If anyone else has a similar issue with Kogan, I was given this link as to how to receive a phone call from Kogan Customer Care to resolve order issues.
      https://help.kogan.com/hc/en-us/articles/360017783694-Can-I-… (sorry for the ugly weblink, if someone can help tidy this up, then I'll update it)

        • savemore on 19/01/2023 - 22:41
          +1

          Thanks, I'm not able to go back and edit my earlier post (only the original)

      • chrisharry53 on 23/11/2023 - 14:28

        Doesn’t work for me. Ordered a monitor in error rather than a TV. Sent a cancellation message almost immediately on Tuesday morning and another that afternoon. No reply as at 2.30 pm Thursday offer than system generated acknowledgements.

      • TheMandalorian on 26/12/2023 - 09:26

        Can’t use this link. It wants a sign in.
        Thanks for the fb messenger tip though. I have texted them. Lets see.

        • TheMandalorian on 26/12/2023 - 09:56

          They just shipped the order. Kogan support is hopeless. No reply from support or messenger.

  • Neoika on 20/01/2023 - 13:50

    Kogan Customer Careless Line is available 24/7.

  • chrisharry53 on 25/11/2023 - 10:11

    I had the issue above. I ended up contacting Kogan through FB Messenger and response was very prompt.

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