Kogan Store Credit Headache: Is It Legal for Companies to Let It Expire without Warning?

Lnivel1971 on 03/12/2023 - 12:40
Last edited 04/12/2023 - 00:19

I want to share a frustrating experience I recently had with Kogan and to seek your opinions and advice on how to proceed.

Back on October 24, 2022, I purchased a mattress topper from Kogan, but it didn't meet my expectations, and I decided to return it. Kogan, instead of issuing a refund, provided me with store credit after a month in November 2022. This was not my preferred resolution, but I didn't dispute it at the time. Fast forward to now, and I find out the $99.99 store credit they gave me had an expiry of one year. No heads up, nothing. It expired on November 21, 2023. Only realized it when I tried to use it for something I actually needed.

Thing is, I'm not a regular Kogan shopper, so I didn't rush to burn through the credit on stuff I don't need. Now, it's gone, and I'm wondering if this is even legal. Can a company just dish out store credit, let it expire, and call it a day?

I feel frustrated and somewhat cheated by Kogan's actions. Anyone dealt with Kogan or any other company pulling something like this? Any advice on how to handle it or if there's any chance of getting that money back? Appreciate any thoughts or experiences you can share.

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Comments

  • Fredfloresjr on 03/12/2023 - 12:41
    +3

    your gift card, your responsibility.

    • outlander on 03/12/2023 - 18:53
      +1

      Reading comprehension: your responsibility.

    • HeWhoKnows on 04/12/2023 - 08:01
      +1

      Gift cards should have 3 years expiry
      I assume store credit either the same or no expiry.
      But Kogan should have provided a refund.

      Personally I dont like Kogan at all…..

      "No care, No responsibility"

      • Waltervp on 04/12/2023 - 17:21

        Kogan is crap yes, and dick Smith let me down enormously too… same same . But i had a Myers gift card from my wedding in usa and took just over a year to settle down back in Canberra the year had passed and we had lost it. Unbelievable they get away with it and Unbelievable they dont just fix it when you call either, even just for good will.

        • HeWhoKnows on 09/12/2023 - 08:43

          Kogan owns the Dick Smith web site

  • Dollar General on 03/12/2023 - 13:05
    +3

    Did the emails not disclose the expiry date?

    • SydStrand on 03/12/2023 - 19:01

      Did the emails not disclose the expiry date?

      This is probably the only question that matters. Only slightly more important than 'why were you surprised about a $99.99 mattress?' If they absorbed the freight costs, that's probably half the value they lost right there. You're lucky they didn't charge a restocking fee.

    • nivel1971 on 04/12/2023 - 00:08

      Just read the email, and they did include an expiry date. It's frustrating not having a say in it. I ordered with the expectation of a money-back guarantee, and I didn't anticipate my money getting tied up like this.
      Is there any hope?

      • Dollar General on 04/12/2023 - 06:35
        +1

        Ask nicely for an extension is about all you can do

    • SlickMick on 04/12/2023 - 09:11

      Related story I think:
      I had non-expiring theme park passes that they decided not to honour. I went to dept fair trading to refute, but after an investigation they decided that the business was entitled to change the non-expiring passes for expiring ones, with a deadline to do so, and had notified me by putting a sign out the front. Apparently I should have visited the theme park from time to time in case there were any noticed related to my passes!

      So I presume that they would put the onus on the OP to determine whether there was an expiry date. I don't like it, but that's how it went for me.

  • Typical16-bitEnjoyer on 03/12/2023 - 13:52
    +4

    You're lucky you even got a store credit for a change of mind return in the first place.

    1. Gift Vouchers
      13.1
      Gift Vouchers & eVouchers have a validity of 12 months from the date of purchase, unless otherwise specified at the time of issue in writing.
    • nivel1971 on 04/12/2023 - 00:13

      So, the product had this money-back guarantee for a change of heart. But guess what—they threw me a curveball and handed out store credit instead of the usual refund. Feeling a bit puzzled here. Any thoughts on how to sort this out?

      • Typical16-bitEnjoyer on 04/12/2023 - 16:15

        Wouldn't call it a curveball. You simply chose not to read the T&Cs.

        Sorting it out would involve moving on, I assume.

    • taradavey on 04/12/2023 - 07:42
      +1

      Is that their policy for Gift Cards?
      Isn't 3 year validity minimum requirement in Australian legislation??

      • Typical16-bitEnjoyer on 04/12/2023 - 16:14
        +1

        With exceptions, and Kogan use one of the exceptions for these change of mind 'account credits'. The customer isn't 'sold' the voucher.

  • Hybroid on 03/12/2023 - 13:55
    +3

    Standard Kogan experience. Lesson learnt to never shop “cheap” from them and move on.

    Gift cards have a minimum 3 year expiry but don’t believe any minimum applies to store credit.

  • bobbified on 03/12/2023 - 14:25
    +3

    I feel frustrated and somewhat cheated by Kogan's actions.

    hahahahahahahha.. join the queue.
    Search 'Kogan complaints' and see how many posts come up in the results.

    • Sye on 03/12/2023 - 15:33
      +2

      Merged to [Megathread]

  • GordonD on 03/12/2023 - 14:57
    +2

    If you complain they might give you some compensation. Of course it'll be in the form of store credit.

    • nivel1971 on 04/12/2023 - 00:22

      Big thanks! This is my initial strategy, attempting to break through the fortress of their customer service, which seems to be in a marathon of hide-and-seek – they're definitely winning the hiding part!
      Any plan B?

  • djones145 on 03/12/2023 - 16:17
    +3

    matress for 99.99…..

    there is a reason why it was bad…. lol

    • Drakesy on 03/12/2023 - 16:47

      $80 of it was probably the shipping

    • nivel1971 on 04/12/2023 - 00:15

      My bad! I meant to say mattress topper, not the mattress itself. Nonetheless, it wasn't comfy at all.

  • ihbh on 03/12/2023 - 18:31
    +3

    Why didn't you put a reminder or two in your calendar?

    • Neoika on 03/12/2023 - 18:43
      +1

      OP posted it and hasn't been back to check comments for 6 hours as now. You know how concerned he is.

    • nivel1971 on 04/12/2023 - 00:18
      -1

      Honestly, it never crossed my mind that it could expire. I always assumed it's my money, accessible whenever I need it – just happened to be with Kogan since I used their service. Turns out, their email did mention the expiry date, which I totally overlooked. Any advice on possible solutions would be greatly appreciated.

  • Cheapskate Paul on 03/12/2023 - 19:10

    Qantas do this so it must be legal!

  • hoodiejs on 04/12/2023 - 09:46
    +2

    I'd just message and kindly ask that they extend the expiry so you can place an order. If that fails there is really nothing else you can do.

  • Monty01 on 04/12/2023 - 11:17
    +1

    Don't forget to add a few reviews!
    As mentioned above Kogan collect them for fun but the more the merrier as they deserve them!

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