Advice Needed: Dispute with Kogan
I’m seeking your advice regarding an issue I’m experiencing with Kogan. I am currently in a dispute over an item that was delivered to the wrong address.
Here’s what happened: After placing my order, I quickly realized the address I provided was incorrect. Fortunately, there was an option to update the delivery address, so I changed it to the correct one within two minutes of completing the purchase. My account dashboard reflected the new address, and the order confirmation email I received from Kogan also showed this updated information.
Despite this, the item was still sent to the old address. The seller claimed they did not receive the updated address, so I had to reach out to Kogan for clarification. However, they are now insisting that I needed to contact both them and the seller to ensure the address was updated correctly.
From my standpoint, the new address was updated promptly, and all documentation I received confirmed this change. The incorrect address is in a different state, and I can’t simply go there to retrieve the item, as I no longer live there and have no idea who occupies it now.
Kogan is refusing to assist further, stating that the delivery issue is my responsibility. If I had known I couldn’t update my address after placing the order, or if my order dashboard and confirmation hadn’t shown the new address, I could have cancelled and re-ordered right away. But I didn’t have that opportunity, as I believed the matter was resolved.
What should I do now? Is this a situation I should take to fair trading? Should I contact my bank regarding the non-receipt of goods? Or do I just have to accept the loss of $160? Any guidance would be greatly appreciated!
I’m sorry to hear about your situation with Kogan. It sounds frustrating, especially since you acted quickly to rectify the address issue and have documentation showing the updated information. Here are a few steps you might consider taking:
Document Everything: Make sure to keep all email correspondence and screenshots of your order details, including the updated address. This documentation will be crucial for any disputes or claims you pursue.
Contact Customer Service Again: Sometimes, speaking with a different representative can lead to a different outcome. Be polite but firm in explaining your situation and the timeline of events. Mention the documentation you have and see if they can escalate the matter.
Explore Kogan’s Return Policy: Check their website for specifics on their return/exchange policies. Sometimes they might have provisions for such situations that could help.
Contact Your Bank or Credit Card Company: If Kogan refuses to resolve the issue, you could reach out to your bank or credit card company to dispute the charge. Explain that you did not receive the goods as promised due to an error that was out of your control.
Fair Trading or Consumer Protection: If the situation remains unresolved, consider filing a complaint with the relevant consumer protection agency or fair trading office in your state. They can offer guidance and may facilitate a resolution.
Social Media/Review Platforms: Companies often respond quicker when issues are raised publicly. Consider sharing your experience on social media or review platforms to get their attention.
Accepting a Loss: While it’s tough to consider this option, if you feel you’ve exhausted all avenues without resolution, you might need to weigh the cost of pursuing the matter further against the item’s cost.
Ultimately, it’s important to remain persistent and keep advocating for yourself. Good luck!