I purchased a Roborock S50 on Kogan before finding a cheaper price elsewhere for a Roborock S6. I contacted Kogan within 24 hours to cancel my order and provide a refund. They ended up sending it out anyway and are now refusing to provide me with a cash refund, only store credit.
Am I entitled to a refund back to my credit card? I've been going back and forth with them over email for days now.
Not this again
I'm just here for the laughs…
For change of mind….no.
Gotta love Kogan's price match policy where they guarantee to be SHOCKED as well if you find a cheaper price.
Just speaks volumes about how the company has accepted they won't be the cheapest.
Ozbargain: Do not buy from Kogan
Kogan: we have seen an over 100% increase in orders this quarter vs Last quarter
I for one learned my lesson a long time ago, no matter how cheap Kogan might be (and they are not always) I would rather pay more than have to deal with Kogan for anything.
Never buying from Kogan again
What's your bad experience?
I'm tempted to go Kogan Mobile when my Telstra plan ends.
I’ve been on Kogan mobile for 2 years and just about to stay for a third. For mass data (20gb+/mo) and in an area with great vida coverage, it’s second to none.
great vida coverage
Great if you don't travel outside of that coverage.
@netjock: Agreed, which is why I specified it. And I don’t leave it, so no drama for me! Optus on the other hand, I can barely get a signal in my home.
I kinda agree with this one, the vodafone network for me wasn't bad, slightly faster than the telstra network (via Boost). Honestly not too fussed on one or the other.
Kogan mobile is fine because if things go wrong it is Vodafone not Kogan itself. But just know what you are paying for in terms of coverage and quality.
You’re at fault here, accept some responsibility for your own actions.
They're not known for great customer service, so no surprise there.
I may be at fault but still not a great customer experience
Spoken like a true Karen.
You cancelled it, not them. Post title is misleading.
Take responsibility.
Sorry Russell
Ruslan?
The majority of us OzBargainers must be Ruslan lol
How dare us not side with OP for his entitlement to a change of mind refund
You cancelled the order. Your choice. They can simply refuse you any refund for change of mind - be happy they're willing to refund you in store credit.
EDIT: As someone who doesn't like Ruslan, or their business, I've got to give them credit here.
I've got to give them credit here
But the OP wants cash - LOL
Not related but good time to drop my Kogan story -
Bought a Xiaomi humidifier from Kogan that was listed an import, but would come with the appropriate adaptor
Arrived with a euro plug and no adaptor
Went through a lot of rounds of support who were adamant that it does not include it despite my screenshots of the product page
I asked for $12 credit so I could buy one locally, they declined
Asked to return as it does not comply with the description
They offered $15 credit if I did not proceed with the return
Took the $15 credit
Similar to my story. I got a $15 credit since the filter was dirty and $5 refund since they didn't ship the power cord.
Ruslan Kogan is a mate of a mate. He used to work at a Telstra call centre and was fired for spamming Chinese USB keys to his colleagues via email. This is back in the early 2000s. After getting fired he founded his business.
What does that even mean - spamming Chinese USB keys?
I think he means, Kogan kept spamming his co-workers with e-mails/conversation saying "I've got cheap USB sticks, you should buy some!"
You must be young, green and still wet behind the ears not to know what that meant.
USB keys were expensive back in the day. Chinese cheap knockoff were cheap in comparison. Ruslan must have bought a tonne and flipping them for a tidy profit.
What better way than through a network with thousands of employees.
so you end up with Roborock S50 and the store credit?
why are you complaining?
From Kogan's help page
Please note that there is only a small window of time in which we can cancel an order.
The cancel order option will not be available if your order is already being processed for dispatch, as it is no longer able to be halted and will be handed over to the courier shortly.
You can visit your Kogan Account Dashboard to see if order amendment options are available for your purchase.
Was the option available to you on your account dashboard or did you contact them some other way?
Am I entitled to a refund back to my credit card?
No. Change of mind purchases leave you with no entitlements at all.
I actually just had a pretty good experience with Kogan/Dick Smith. Bought a mop over a year ago as my husband broke the pail. The old stick broke 3 months ago, so I used the new one and it broke the same way in 2 months. I just wrote in saying I had an issue with it and they sent me a whole new set even though it was past the 1 year mark.
On the other hand, one time I ordered 2 Premium fans and used PayPal to pay. I never linked or agreed to the main credit card to be used but it auto picked one for me and went straight to the order confirmation page. It wasn't a card that had price protection so I wrote in, they still sent it. I basically went back and forth saying that as a consumer I had a right to choose how I pay and they ended up organising a courier to pick up the delivered item and I had to reorder instead of them letting me re-pay for the transaction. I never use PayPal to pay for Kogan now.
ugh was about to post about the same thing. canceled a duplicate order, they sent it anyway and now wont accept return. so i have 2 shitty mouses now
You are not entitled to any refund for change of mind. Any refund provided (by credit card or store credit) is purely due to goodwill of the store selling it. The store is also entitled to charge re-stocking fee for returned items.