Kogan didn't deliver all of an order and is now blaming me

Aice on 16/11/2017 - 09:51

Hey Guys,

Just wondering if anyone has had this issues before. A delivery driver for Kogan delivered 1 of 2 products over a month ago. (Delivered a wall mount bracket but no TV)

I asked their customer service team where the other product was and after a month of going back and forwards they said I need to sign a statutory declaration because the Toll Driver said he delivered it.

I've spent longer arguing this than what it would have cost me to just work and purchase another TV from a company unlike Kogan who may actually deliver something and not employ the philosophy that the customer is always wrong.

My thoughts are:

  • keep going with their next step and sign the statutory declaration and leave our board room empty with no TV till Kogan take responsibility
  • take the loss and assume even though they are mean't to be known for customer service, Kogan really isn't better than the next mob.

Cheers!

Electrical & Electronics

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Comments

  • tightarse on 16/11/2017 - 09:57
    +2

    Did you sign for 1 or 2 packages on delivery? Ask Toll for evidence of what you signed. If you signed for just the bracket, then it's clear cut. If you signed for both, then the issue rests with you and Toll.

    • Aice on 16/11/2017 - 09:58

      We signed their digital tablet (it was one of my staff at work) and they asked where the other product was and they said they didnt have it and it was on its way.

      No receipt from the driver

      • tightarse on 16/11/2017 - 10:03
        +2

        I wouldn't have signed a thing, especially after they said 'it's on its way'. I'd still request a copy of the digital invoice from Toll to check just what was signed for. If the signature confirms both items were accepted, then this has nothing to do with Kogan and everything to do with your staff member & Toll.

        • Aice on 16/11/2017 - 10:07

          I requested it just now - thanks for that, good idea.

          If the Toll guy said its on it's way people are generally trusting so would'nt expect him to be lying but if I pay Kogan for a TV and if they decide to get Toll to ship it then is it then my responsibility to chase their suppliers?

        • tightarse on 16/11/2017 - 10:10
          +1

          @Aice: It becomes your responsibilty once you accept delivery via a signature. Decide your next step after you see the delivery invoice. Good luck with it :)

  • [Deactivated] on 16/11/2017 - 10:00
    +2

    Delivered a wall mount bracket but no TV

    take the loss and…

    Why is that even an option? Surely you're not going to just let go a TV you paid for but never received. Go with your first choice.

    • Aice on 16/11/2017 - 10:02

      I've spent 5 hours on the phone and the TV was $500 so yeah I'm not far off - it's being going on for a month already and it's for work so cant really just keep going without and affecting productivity

  • boo hoo on 16/11/2017 - 10:01

    Kogan use TOLL transport. Generally you have to sign with Toll or request on line that it can be left with no signature. No request and they take back to depot. You must have given permission ?

    • Aice on 16/11/2017 - 10:03

      I mentioned this above but…

      We signed their digital tablet (it was one of my staff at work) and they asked where the other product was and they said they didnt have it and it was on its way.

      No receipt from the driver

  • boo hoo on 16/11/2017 - 10:06

    yes I see that now.. they posted while I was typing.

    The issue is with Toll but Kogan could surely liaise on your behalf.

    Ask nicely and see how you go. Did you not take freight protection ?

    • Aice on 16/11/2017 - 10:09

      Yeah i thought Kogan would step up instead of just saying its not their fault so its my problem.

      No freight protection (not sure if this protects against it not coming) - although now you mention it I think my credit card has protection for online purchases…will check into that

  • boo hoo on 16/11/2017 - 10:13

    Good Luck..
    I always use PayPal where possible as some hope of help.

    Cheers

    • dcep on 16/11/2017 - 10:44

      paypal no shitt because it was signed for.

      who freaking sign something that's not delivered even "on its way" sounds dodgy ???

  • 0FoxGiven on 16/11/2017 - 10:14
    -3

    I got an order cancellation email today for an item I purchased when it was on sale. Apparently their supplier had an "unforeseeable shortage" and they are offering me a refund and a measly $10 voucher in compensation.

  • rompastompa on 16/11/2017 - 10:22

    PSA: When receiving packages, ALWAYS check the quantity of items you're receiving and the condition of the packaging. Educate your staff.

  • Kunalk222 on 16/11/2017 - 10:23

    I have used Toll couple of times for work…the experience has been awful both times. They lost a 2m x 0.5m box, we had to get a second order delivered to site.
    They are known for losing items…

    • Aice on 16/11/2017 - 10:25
      +2

      Did you have to re-purchase the box?

      Side Note: How do you lose a 2m box!

  • try2bhelpful on 16/11/2017 - 10:53

    There is a reason I much prefer to use Bricks and Mortar stores; delivery issues are a big part of it. My personal preference would be to get packages delivered to their depot and then go pick them up. That way if there is an issue you can argue it out with someone behind the counter rather than the driver and there can be no argument that something was delivered or not. I also hate waiting around just in case something will be delivered on any particular day. I once couriered something urgently for work, even paid the extra, and the parcel got offloaded in the middle of nowhere because they needed the space for something else. That was a fun one trying to chase up. We are currently waiting for a delivery from Kogan; fingers crossed and thanks for the heads up.

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