Had an issue with Kogan? Get a real response.
Kogan is an Australian online retail website selling electronics, appliances, and home goods at relatively low prices.
Kogan customer services are managed exclusively through online channels, so it can be difficult to get in touch with them. The best way to lodge a complaint to Kogan would be through their Online Help Centre, where you need to login to your Kogan Account to submit a request via the Help Centre Contact Form, or you can send an email directly to them at support@kogan.com. You’re also able to request a callback through the Help Centre, contact them through their social media channels for faster feedback time. Or if the issue is related to a third party seller, you will need to contact the seller directly through Kogan’s platform. If you haven’t received any contact from them within 3 days, you can then escalate it to Kogan’s support team.
Once submitted, you should receive confirmation that your complaint has been received within 2 business days. If your issue hasn’t been resolved even after escalating to their case manager or corporate office, you can file a chargeback through your designated payment provider or report to fair trading.
The most common complaints reported by customers from Kogan are faulty or poor quality products, delivery delays and missing orders, difficulty contacting customer service, refund and return issues, unwanted subscription charges, and warranty repair delays.
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 X (formally known as 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.
- Confirmation: 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 within 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.
Kogan complaints submitted through Ajust
I was charged $99 for a Kogan First membership I never knowingly signed up for. I didn’t get any warning, no confirmation, just money taken from my account. When I complained, there was no real help, just automated responses. I felt tricked and ignored. - Rosina
I ordered a washing machine for $457 and it never arrived. Kogan gave vague excuses and eventually stopped replying. As someone on a disability pension, this wasn't just an inconvenience, it was stressful and financially damaging. - Peter
Kogan sent me a faulty product, then made me jump through hoops to return it. Even after they confirmed receipt, the refund never came. I kept chasing and got silence. It's exhausting trying to resolve something so simple. - Kathy
After buying a TV, I noticed the screen was cracked right out of the box. I lodged a complaint and sent multiple messages. Weeks later, still no response. It's like once they’ve got your money, you're on your own. - Alan
How other consumers Kogan complaints got 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 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 Fair Trading or ACCC.
- Use Social Media: Publicly posting on Kogan’s Facebook/X (formally known as 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.
Kogan Complaints FAQs
How do I file a complaint with Kogan quickly and effectively?
The fastest way to submit a complaint to Kogan is via their online Help Centre contact form or by emailing support@kogan.com. Include your order number, details of the complaint, and any proof (like photos or receipts) to speed things up. You can also request a callback or contact them via social media with your case number to prompt a faster reply.
What can I expect after submitting a complaint to Kogan?
Kogan usually acknowledges complaints within 2 business days and assigns a representative to your case. Simple issues may be resolved quickly, but complex complaints like warranty claims or lost deliveries can take up to 15 business days. If unresolved, your case may be escalated to a senior team member.
What are the most common complaints customers have about Kogan?
Common issues include faulty products, delivery delays, hard to reach customer service, refund delays, and unwanted Kogan First membership charges. These problems often stem from poor communication, slow resolutions, or marketplace sellers, making it important to submit clear, well documented complaints.
How can I escalate my Kogan complaint if nothing happens?
If your issue isn’t resolved, or you have received no contact from Kogan, ask for a case manager or email Kogan’s corporate office. You can also lodge a chargeback via your bank, file a complaint with NSW Fair Trading or the ACCC, or report mobile/internet or finance issues to TIO or AFCA. Social media posts with case details may also prompt faster action.
You’ve done your part, now it’s time to hold Kogan accountable.
Take the final step and submit a complaint that gets seen and responded to.