Getting Refund from Kogan for Accidental Purchase

MikeKulls on 02/12/2024 - 16:53
Last edited 02/12/2024 - 18:17 by 1 other user

My wife accidentally purchased something on Kogan.

We tried contacting them within minutes of the purchase, but their support is terrible zero chance to actually chat or talk to someone. Apparently, you can cancel under "Order History" but you need to do it within an hour. It took over an hour for us to work that out. This was on Saturday, so they had plenty of chance to resolve the issue.

Even though the item has not been shipped they are refusing to cancel the order. I've tried every option, raise with seller, escalate to Kogan, escalate to a 2nd level support. I'm meant to get some sort of priority support with Kogan first but I'm not seeing anything. I really don't see how this is benefiting Kogan. I have a $500 credit with them that I need to spend, so if they cancel the order, I'll just spend it on something else. The end result is they will lose a customer of 15 years.

That's my rant. So question is, has anyone had any luck returning items? Should I refuse delivery? Is there any way to actually get them on the phone? The product claims to be a full HD projector but I very much doubt it. I'm thinking I'll go with that as a complaint, or just find some other issue.

Thanks

UPDATE: I got onto the seller and they processed a cancellation. Kogan were refusing to help but the seller was very reasonable.

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Comments

  • ihfree on 02/12/2024 - 16:54
    +1

    What's the returns policy?

  • MS Paint on 02/12/2024 - 16:59
    +30

    The end result is they will lose a customer of 15 years

    Surely that's a record? Most customers give up after their first transaction at Kogan.

    • MikeKulls on 02/12/2024 - 17:44

      Lol, I was expecting a reply like that, and quite deservedly. I've seen the complaints on here and never taken much notice. I did get good support on my TV after it was about 8 years old. It needed a reflash and they sent me the correct bin file within half a day. Pretty good I thought for an 8 year old TV. So because of that I've always thought their support was ok

    • HeWhoKnows on 03/12/2024 - 15:44

      Me included

      Unlike eBay, Kogan is just a market place to buy and sell goods.
      Unlike ebay they offer no buyer support or guarantees
      Unlike eBay they do not step in with disputes to resolve

      And Id never buy anything Kogan branded either. Its all just cheap junk!

      All Kogan want is thier commission from the sale so tough cookies if you are not happy.

      I got out of Kogan mobile quite a while too as its as useless as the rest of Kogan.

      Ive never looked back.

  • Forfiet on 02/12/2024 - 17:10
    +1

    Big issue seems being a kogan marketplace seller, not a kogan direct item….

    Maybe the actual seller said it was too late to kogan and they shrugged their shoulders after….

  • jv on 02/12/2024 - 17:27
    +3

    My wife accidentally purchased something on Kogan.

    How?

    • MikeKulls on 02/12/2024 - 17:45

      Gooooooooodddd bloody question. I had to leave the house, I was so pissed.

      • jv on 02/12/2024 - 17:48
        +1

        🤣

      • MS Paint on 02/12/2024 - 17:51
        +6

        Leaving the house also wasted precious time to cancel the order so technically you have to blame yourself as well. It's only fair.

        • jv on 02/12/2024 - 17:56

          I would have tried Ctrl-Z

        • MikeKulls on 02/12/2024 - 17:59
          +1

          I blame myself for giving her my login details.

      • joka on 02/12/2024 - 20:27

        Are you sure she didn’t purchase another item accidentally during that time you left the house because she purchased an item accidentally?

    • HeWhoKnows on 03/12/2024 - 15:50
      +1

      I gotta agree
      It wasnt accidental at all.
      Just change of mind.
      OP is gas lighting

  • jv on 02/12/2024 - 17:28
    +1

    Should I refuse delivery?

    On what basis? You ordered and paid for it.

    • MikeKulls on 02/12/2024 - 17:53
      +1

      I think the grounds are Kogan's support is specifically designed to NOT be helpful. They have no chat feature, no phone number and they refuse a cancellation after 1 hour. Like I said, I HAVE to spend this money with Kogan so I think it would be good business on their part. Even eBay I can get onto a support chat and cancel an order that hasn't shipped.

      • jv on 02/12/2024 - 18:00

        I think the grounds are Kogan's support is specifically designed to NOT be helpful.

        Is there a consumer law that says they must ?

        • MikeKulls on 02/12/2024 - 18:04

          I was going to say no, but maybe there is. For us the time was literally minutes when we first contacted them. I'm really just going by what is good business though. I should be able to cancel up until the order is sent.

          "In Australia, consumers can cancel a contract and receive a refund under the Australian Consumer Law if they meet certain conditions:

          Time
The cancellation must be within a reasonable time after receiving the product or service. This is usually before the consumer has used the product a lot."
          • jv on 02/12/2024 - 18:08

            @MikeKulls:

            I was going to say no, but maybe there is.

            If there is, then you might be able to do something about it…

            For us the time was literally minutes when we first contacted them.

            Most places I contact say they will try and get back to you in 2-3 business days.

          • jv on 02/12/2024 - 18:10

            @MikeKulls:

            In Australia, consumers can cancel a contract and receive a refund under the Australian Consumer Law if they meet certain conditions

            But you did state you can cancel directly from the order history, as is the case with most online stores.

            • MikeKulls on 02/12/2024 - 18:45

              @jv: At the end of the day there are things that are lawful and things that are reasonable. I think Kings charging a restocking fee is lawful and reasonable. I think not allowing someone to cancel before the order is sent and deliberately making support impossible to access are no reasonable. We did attempt to contact them immediately after the sale.

              • jv on 02/12/2024 - 18:51

                @MikeKulls:

                I think not allowing someone to cancel before the order is sent

                You can cancel the order from your 'purchase history' as you mentioned earlier.

  • jv on 02/12/2024 - 17:29
    -1

    Kogan.com change of mind returns
    We proudly offer you a 14-day change of mind returns policy on selected products, including footwear, apparel and exclusives sold on Kogan.com.

    exclusions

    Underwear, hosiery, bras and socks
    Swimwear
    Cosmetics, beauty and personal care products with a broken seal
    Perishable goods and food items
    Adult toys and sexual health products
    Selected jewellery

    • MikeKulls on 02/12/2024 - 17:47

      It was an outdoor projector with inflatable screen. It's the sort of product that I dislike on so many levels. Rubbish cheap projector that is likely not the claimed resolution, crappy screen that will lose it's shine and just a rubbish product we'll use a couple of times.

      • jv on 02/12/2024 - 17:49
        +3

        Oops

        I went to look and accidentally bought one too….

        😲

        It is so easy to click on 'add to cart' then go to 'view cart and checkout', then enter all your details and click on 'place order'.
        I can totally see how people a tricked into purchasing these.

        Did she also purchase the extended care of $40 for 3 years?

        • MikeKulls on 02/12/2024 - 17:55

          We were already logged in, to see how much our credit was, so I presume it doesn't ask all your details.

          • jv on 02/12/2024 - 17:58

            @MikeKulls: You still need to go through all the other steps…

            • MikeKulls on 02/12/2024 - 18:00

              @jv: I will be interested to see exactly what steps are required. I'll have to make a purchase soon

      • MS Paint on 02/12/2024 - 17:52
        +5

        Ozbargain Xmas party in your backyard. What date suits you best?

        • jv on 02/12/2024 - 17:55
          -1

          When is the next goat sacrifice scheduled?

          A new venue would make a good changed…

          • MS Paint on 02/12/2024 - 18:39
            +2

            @jv: Early 2025 whenever @Jimothy Wongingtons is free.

            • jv on 02/12/2024 - 18:41
              +1

              @MS Paint:

              whenever @Jimothy Wongingtons is free.

              Is he still appealing the conviction?

              • Jimothy Wongingtons on 02/12/2024 - 19:14
                +2

                @jv: Status: replying ozbargain comments from the gulags - the most inhumane thing? Having to watch YouTube, with ads.

      • EightImmortals on 02/12/2024 - 17:54
        +1

        lols. Were all the Margaritivilles sold out?

        https://www.youtube.com/watch?v=2Yrr0Or8O-E

  • MikeKulls on 02/12/2024 - 17:49
    +5

    Update: I was browsing the product and found the seller, they had a phone number. I spoke to them for 5 minutes and they have cancelled it already. It was a real contrast with a very reasonable company as compared to Kogan.

    • jv on 02/12/2024 - 18:11
      +3

      There goes your surprise Xmas present…

    • Jimothy Wongingtons on 02/12/2024 - 19:16
      +1

      The end result is they will lose a customer of 15 years.

      So I take it you’re going to still shop with them then…. What’s next on accident checkout list?

      • MikeKulls on 03/12/2024 - 11:11

        No, I'm done. I have a $500 credit, I'll use that, close the Kogan credit card and they will never see me again. Once a company does something deceptive they will never see me again, like Apple a good 15 years ago.

  • CyberMurning on 02/12/2024 - 17:56
    +3

    accidentally

  • CyberMurning on 02/12/2024 - 17:57
    +3

    please do not browse kogan….

    • harshbdmmaster718 on 02/12/2024 - 21:03

      please do not browse k____….

      please do not even mention the name!!

      just kidding but omg. I know so many k____ horror stories when I get drunk I could probably tell horror story after horror story until the sun rises next day.

  • Protractor on 02/12/2024 - 19:38
    +1

    My how the word accident has changed. I blame covid.

    • harshbdmmaster718 on 02/12/2024 - 21:04
      -3

      I blame covid.

      cov19 was not an accident! 😡 it was purpose! I don't know exactly what but most likely bio engineering and something very similar to the storyline of Morbius.

  • eddieboy2 on 03/12/2024 - 08:29
    +2

    I had similar experience with Kogan and their online sales system stinks. I received $20 credit from Kogan and was wanting to use that for purchase, but could not see that it was actually on my account anywhere. I placed clothing in cart and had not decided to buy when the screen said about free delivery had to be authorised by ccd debit after a certain period. I thought I was going to then be taken to next screen to see credit deducted and then to finalise payment or not, and select ccard to use, but it went straight to payment finalised screen. Cancelled order immediately online, twice, before later getting a message from seller that package had been sent…what….within minutes of sale the items had been packaged and posted? Really?? I told seller I would not accept package as order had been immediately cancelled twice. Seller said to accept package and a refund would be arranged. Reluctantly, I agreed. What could go wrong?? Then after I received package and wanted to return it, unopened, to seller, I was told refund would be less postage cost and return postage would be at my expense. I said no way and stopped payment with ccard provider and asked for name of seller's complaints authority to lodge complaint. Also involved Kogan and the stated Kogan Guarantee. After weeks of emails Kogan has refunded a part payment to my ccard and seller has advised they have refunded another part payment but not yet received that after 4 days. Both credits mentioned do not total purchase price and still about $20 short. Advised this to seller but still waiting… My advice is don't ever accept delivery - which I was not going to do but accepted word of seller in writing about a "refund".

    • MikeKulls on 03/12/2024 - 11:15
      +1

      I really don't get this kind of behaviour. Cancelling a not sent order is just good business. Forcing someone to receive something they didn't want is never going to go well for the retailer. The amount of money they must have spent trying to get you to take that item wouldn't be trivial. I was using the Kogan credit card, I'm busy moving all auto payments to ANZ and Kogan will never see me again

  • eddieboy2 on 06/12/2024 - 13:36

    My online clothing purchase of shorts was from Kogan via Aussie Wardrobe on 6 November 2024. It is now a month and still no refund despite numerous emails and promises…system error….blah blah blah. I cancelled the order immediately online twice and replaced it with another larger order on 07 November.
    The Kogan Guarantee seems absolutely useless and I am still waiting for $40.95 of my $70.85 sale.
    Will never use Kogan again and as for Aussie Wardrobe….You can imagine my feelings there..

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