My First (and Probably Last) Kogan Experience

frugalftw on 08/03/2020 - 20:37
Last edited 09/03/2020 - 16:16

Hi OZBers,

Thought this might be of interest to future buyers. I went with Kogan because it's one of the very few places that carries the tablet (a Samsung with S Pen).

  • 31/1/20
    Placed an order on a tablet with Kogan using giftcards. Order was around $470.

  • 5/2/20
    Reached out to FB support as there was no dispatch notice.

  • 6/2/20
    Kogan responded saying the item was being processed etc.

<skip a bunch of emails and time travel forward>

  • 14/2/20
    Case was escalated higher and got a response blaming Toll and credited the account $20.

  • 18/2/20
    Dispatch notification received from Aust Post.

  • 25/2/20
    Parcel arrived at Aust Post. Upon opening the plastic postal bag, I saw the box had broken seals, in a panics, asked the staff at Aust Post to take photos as some form of evidence. When I opened the box, it appeared to be a carefully repacked used device. Dead giveaway: the pen nib were worn. Adding to that was it was looking for a weather update in Pandan.
    Revived the email chain with support with photos.

  • 26/2/20
    Kogan responded asking for photos, details of the device and me to test to make sure it's functional.
    I emailed back the same photos and refused to test the device because I'm not qualified.
    Kogan offered $25 credit to make me happy, saying it's just a mistake, their QA team must have missed the seal after inspection.
    I emailed back asking for a refund. It's worth noting that they must have very thorough QA to test the pen so much it's visibly worn…
    Kogan responded asking for some details.
    I emailed back saying I'd already provided those details. And there's a few more email exchanges like those.

  • 4/3/20
    Kogan credited the account with the original purchasing price.
    I asked for a cash refund, as at this stage, I don't want to deal with them any longer. Store credit means I'll have to spend it there, which is the last place on the planet I'd shop by now.
    Kogan explained they would only refund back the same way the payment was placed.

  • 7/3/20
    Asked Kogan to refund back into giftcards on the account that that's how it went in at first place.

  • 8/3/20
    Kogan refused to give giftcards back. Me reading VCAT process atm.

tldr: Kogan delivered a used item after about a month, I returned it but they refused to refund into anything other than store credit.

Edit: fixed date formatting and clarity. Thanks for pointing it out.

Poll Options

  • 11
    Cool story bro...
  • 63
    Have fun VCATing :)
  • 15
    I'd think twice about buying from Kogan now.
  • 0
    There's another possible solution you are not seeing, I'll comment below.
  • 11
    You have no rights to ask for that refund. Kogan did all they could to help resolve the issue.
General Discussion

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Comments

  • brendanm on 08/03/2020 - 20:48
    +21

    Not really a surprise given their reputation. There is no way they are going to (or have to) pay you cash when you paid in gift cards.

    • poboy on 08/03/2020 - 23:18

      Yeah. The complaint was with the product, not the gift cards. Two completely different issues.

  • spackbace on 08/03/2020 - 20:52
    +19

    So who has the device now, you or Kogan?

    And yes, you would've got cash refund if you didn't use gift cards. The fact you did is why VCAT will be an uphill battle. Kogan could argue that store credit and gift cards are no different, both mean you're going to spend money at the store.

    And really, if you get gift cards back, you'll have to sell them at a discount which would negate everything anyway.

    You'll have your day in court, along with all the stress beforehand, just to get gift vouchers instead, which you'd have to sell at a discount. What's the point?

    You're not getting a cash refund, as it's not the method you used to pay.

    • frugalftw on 09/03/2020 - 10:17

      Thanks. Kogan has the device, I returned it asap.

      So if I can't get cash refund, gift card will do. I'm actually quite happy to sell the gc at a discount as a way to avoid having to deal with them in the future.

      You'll have your day in court, along with all the stress beforehand, just to get gift vouchers instead, which you'd have to sell at a discount. What's the point?

      The point is, the next customer might have a similar experience. I wished previous Kogan customers had done something, so that I didn't have to go through this crazy ride. Be part of the solution, no?

      • HowDoIDoThis on 09/03/2020 - 16:12

        After reading this I think I'll quit buying from Kogan.

        I've only bought some pillows so far. I hope they're not used!

        I also set my subscription options for what I thought was one email a day. Usually I get two or three. I put up with that because I thought I could save some money on brands with a good reputation like Samsung - but not any more!

  • Cheeper on 08/03/2020 - 21:09
    +5

    You ordered what was presented as a new item and received a used item.
    Full refund should happen immediately but it will be in the same manner as you paid including reinstating the giftcards.
    They leave you no choice but to go the VCAT process.

  • cheesecactus on 08/03/2020 - 21:21
    +1

    Kogan explained they would only refund back the same way the payment was placed.

    Fair

    Asked Kogan to refund back into giftcards on the account that that's how it went in at first place.

    Also fair

    Theres 0 chance of you getting a cash refund. Exact same as any other store. Theyre not obligated to.

    However i think its reasonable to ask them to reinstate the value on the giftcards not a store credit on your account.

    I guess you have to think what youre going to do with the gift cards/credit. If you want to resell them and take a loss, push for the gift card. If you have any intention of buying technology products in the next year or so, probably better to keep the credit and not cop the loss from reselling.

  • Richfield on 08/03/2020 - 22:19
    +7

    The switching date format is very confusing.

    • nahkk on 08/03/2020 - 22:32

      I didn't even notice until I read your comment and re-read the post again

    • frugalftw on 09/03/2020 - 10:19

      Thanks, just fixed it.

  • mbck on 08/03/2020 - 22:28

    Gift cards are basically store credit.

    You can't cash out gift cards, and you can only use it in whatever store the gift card is in.

    Sell it (cash only)

  • JIMB0 on 08/03/2020 - 22:29
    +5

    Buy another one from Kogan with the credit and hope its a new one.

    • BertieBrown on 08/03/2020 - 22:53
      +1

      This would be my go to, and a good suggestion if you can access support from Samsung and you won’t need to deal with Kogan in the event of a breakdown.

      • frugalftw on 09/03/2020 - 16:19

        The model isn't released in Australia, that's why I had to go outside. My guess is warranty would have to go through Kogan too.

  • BertieBrown on 08/03/2020 - 22:51
    +2

    Agree with everyone else.

    I’m pretty sure that ACL specifies that any refunds shall be processed using the original method of payment, so cash-cash, credit card-credit card, as everyone else has said already.

    I have a few questions though, if you’ll indulge me;

    • I’m not sure if you’ve said in OP but did you purchase a brand new item?
    • Did you pay with ‘Kogan’ gift cards, or were the gift cards something like on a ‘VISA’?
    • frugalftw on 09/03/2020 - 10:25

      I paid for a brand new item.

      Yes, it's paid in gift cards. But the thing is, the moment you redeem gift cards in Kogan, you convert them into store credit. That means you will never get anything other than store credit back in any refund situations. This is shady af imo.

    • [Deactivated] on 09/03/2020 - 10:59

      Refunds are normally refunded back to the original method of payment to reduce fraud. Scammer buys item with stolen CC, refunds to different card.

      The gift card aspect is only important if the purchase wasn't actually paid for somewhere along the line. e.g. No one has to give you a $20 cash refund if you paid using a free $20 promotional gift card.

  • garetz on 08/03/2020 - 22:52
    +2

    This is one of the reasons to never use giftcards, they put you at the mercy of the vender, in this case Kogan.

    • Hybroid on 08/03/2020 - 23:30

      This is one of the reasons to never use Kogan

      Fixed it for you. People keep getting suckered into buying 'cheap' from a company that clearly doesn't care about their customers with dodgy products and poor customer service.

  • brokenglish on 08/03/2020 - 23:36

    Yes, I bought 5-in-1 Steam Mop from Kogan, it arrived with full water in the tank.
    Aren't the giftcards the same as store credit? Where else can you use the giftcards?

    • Ughhh on 08/03/2020 - 23:50
      +1

      Aren't the giftcards the same as store credit? Where else can you use the giftcards?

      Yes no. You can resell gift cards, but you can't resell your store credit as it's tied to your account, unless you want to sell/lend your account and possibly reveal your personal info (it's probably against T&Cs anyway).

      • brokenglish on 08/03/2020 - 23:51

        Ah, didn't think of selling, good point!

    • frugalftw on 09/03/2020 - 11:09

      What did you do with the mop, if you don't mind me asking?

      • brokenglish on 09/03/2020 - 16:11

        I’m using it because I need it. As long as it’s working, I cant be bothered to complain that the item is not NEW.

  • ozboygsl on 09/03/2020 - 07:49

    Thanks for the story, and my condolences. I no longer shop there.

  • Ocker on 09/03/2020 - 08:19
    +1

    Beats me why people keep buying stuff from Kogan

  • wallet72 on 09/03/2020 - 08:32

    I understand that you get a refund the same way you paid - in this case gift cards - but what if it's one of those multi store cards and they only offer me their own gift cards?

    • frugalftw on 09/03/2020 - 10:31

      I think I'd contest that, but if it were similar to Smart eGift Card from Prezzee, I don't think you can get back the original.

  • spal on 09/03/2020 - 09:32

    There could be validity period differences between the giftcards and store credit. For example Bunnings giftcards don’t expire. However, there store credits need to be used within 7 days?
    Still, if you really want the items and the price is still the same or lower, why not buy using the store credits. After all it is just a tablet, and you may soon get over the fancy of having a new tablet.

  • Diji1 on 09/03/2020 - 10:05

    You can contact Consumer Affairs in Victoria as well for free advice and/or action.

    They're named differently for each state, presumably to confuse people, but there is a list of them on the ACCC website.

  • DemocracyManifest on 09/03/2020 - 10:09

    Errr, did they let you keep the tablet as well? I’d keep the store credit and call it a day if so waste of your time and money taking it further

    • frugalftw on 09/03/2020 - 10:32

      Nah I sent it back.

  • eggles01 on 09/03/2020 - 13:00

    point #1—do not use facebook==go to and use Kogans website for your purchases and read their terms and conditions of payment,always use PayPal,and also use AfterPay or ZipPay for more expensive items,also where did you get the Kogan giftcards from,did you think to check Catch to see if they carried the same item,I have purchased 6 items from Kogan including a 55in smart tv and have found every ok including super fast delivery,the computer tablet was a refurbished and the box was also opened as it was a refurbshed repack,

    you can go to ConsumerAffairs in some states and territorys and Dept FairTrading in the others.

    • Ughhh on 09/03/2020 - 18:20
      +1

      always use PayPal,and also use AfterPay or ZipPay for more expensive items

      Dont think 3rd party payment processes like Paypal can process store gift cards ie. Kogan gift cards.

      Most people here buy gift cards to save some extra $, but forget that you forgo the benefits of services like Paypal and your CC.

  • Tee Rex Arms on 09/03/2020 - 15:57

    Why isn’t this thread closed. OP has answer.

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