How to file a complaint and get quick results from Kogan
How to complain to Kogan and get real results
We’ll help you file a complaint with Kogan and push for a real response.
How to submit a complaint with Kogan
Kogan offers customer support exclusively through online channels. Here are the fastest ways to file a complaint:
- Online Help Centre: Log in to your Kogan.com account and submit a request via the Help Centre Contact Form.
- Email: Send your complaint to support@kogan.com, including your order number and a detailed description of the issue.
- Request a Callback: While Kogan doesn’t offer a direct customer service phone line, you can request a callback through the Help Centre.
- Social Media (Optional): Engaging with Kogan on Facebook or Twitter with your case number may speed up response time.
- Kogan Marketplace Issues: If your issue involves a third-party seller, contact them first via Kogan’s platform. If unresolved within 3 days, escalate it to Kogan’s support team.
Ensure your complaint includes relevant details such as order numbers, photos, and proof of the issue for a faster resolution.
- Acknowledgment: Kogan should acknowledge your complaint via email within 2 business days.
- Review & Case Assignment: A Kogan representative will assess your case and provide an initial response.
- Resolution Process: Simple issues like minor billing errors may be resolved quickly, while complex cases (e.g., lost deliveries, warranty claims) could take up to 15 working days.
- Case Escalation: If your issue isn’t resolved in the first contact, it will be escalated to a senior customer care representative.
- Final Resolution & Follow-up: Kogan will confirm your issue has been resolved, whether through a refund, replacement, store credit, or other solution.
Common complaints against Kogan
- Faulty or Poor-Quality Products: Some customers report receiving defective electronics or appliances.
- Delivery Delays & Missing Orders: Orders arriving late, or tracking information not updating.
- Difficulty Contacting Customer Service: Complaints about slow or automated responses via email.
- Refund & Return Issues: Delays in refund processing or receiving store credit instead of cash refunds.
- Subscription Charges: Unexpected charges for Kogan First Membership ($99 auto-renewal complaints).
- Warranty and Repair Delays: Customers waiting weeks for a replacement or repair under warranty.
Got an issue with Kogan? Send your complaint instantly!
Real Kogan complaints and how they were resolved
Unwanted Kogan First Membership Charge: Customers who unknowingly signed up for Kogan First ($99 fee) were refunded after lodging a complaint.
Defective Laptop Refund Success: A customer was initially offered a store credit for a faulty Kogan-branded laptop, but after escalating, Kogan processed a full refund.
Lost Order Resolved via Marketplace Dispute: A customer received an empty box instead of a phone. After filing a complaint, Kogan banned the seller and issued a refund.
- Request a Case Manager: If initial responses are unhelpful, ask to escalate your issue to a supervisor.
- Email Kogan’s Corporate Office: Contact Kogan Australia Pty Ltd. at their Melbourne office for unresolved cases.
- File a Chargeback: If Kogan refuses a refund for a valid dispute, file a chargeback request with your bank or PayPal.
- Report to Fair Trading: If your complaint remains unresolved after 15 business days, escalate to NSW Fair Trading or ACCC.
- Use Social Media: Publicly posting on Kogan’s Facebook/Twitter can sometimes prompt a quicker response.
- NSW Fair Trading: Lodge a complaint via NSW Fair Trading Consumer Complaints.
- ACCC: Report deceptive conduct or major unresolved disputes at ACCC Consumer Complaints.
- Telecommunications Industry Ombudsman (TIO): If your complaint involves Kogan Mobile or Internet, escalate to TIO Australia.
- AFCA (Financial Complaints Authority): For Kogan Money (credit cards, loans, or insurance) disputes, contact AFCA.
- Kogan Help Centre – Submit complaints via online form.
- Kogan Contact Page – For specific complaint categories.
- Kogan Support Email: support@kogan.com.
- Kogan Returns & Warranty Policy – Refund and return conditions.
- Kogan Marketplace Dispute Process – For marketplace order issues.
Need a Kogan resolution fast?
Submit your complaint with
Kogan
now.
COMPLAINTS SENT THROUGH AJUST
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other
name
•
date
Outcome Sought
Apology
Compensation
Other