In December 2019, Kogan topped the NSW Fair Trade Complaints Register over Apple and Samsung.
Kogan is renowned for its price leadership and aims to produce affordable and accessible products and services.
According to NSW Fair Trade Complaints Register’s report, Kogan in total received 25 complaints. The complaints were about the quality of goods, mainly for electronic items, gas appliances and white-goods.
The NSW Fair Trade Complaints Register list had 16 companies with 10 or more complaints registered.
Other companies that were on the top of NSW Fair Trade Complaints Register were Apple and Samsung with 22 complaints and JB Hi-Fi with at 21.
The least complaints were recorded for Booking.com and Party Supplies Now.
It is not the first time Kogan has topped the list of NSW Fair Trade Complaints Register. In 2019, Kogan was first on the list five times altogether. Including January with 70 complaints, February with 72 complaints, March with 52 complaints, May with 32 complaints and December with 25 complaints.
A spokesperson for Kogan told Business Insider: “Our mission is to deliver Australian customers the most in-demand products and services at the best prices, and we care deeply about the experience and satisfaction of everyone who chooses to shop with us.
“As part of this, we take customer satisfaction extremely seriously and in general, Kogan customer satisfaction is very high.”
Contrarily, Kogan got a Shonky award from Consumer Advocacy Group Choice for its “dodgy customer care” in October.
Choice CEO Alan Kirkland said: “Kogan needs to improve its customer service and stop beating around the bush when its products are defective.”
The spokesperson for Kogan added that the company earlier in 2019 wasn’t “doing well enough in resolving certain types of complaint.”
The spokesperson added: “Since then, major action has been taken to improve complaint resolution.
“Delighting our customers is our reason for getting out of bed in the morning, and we believe there is always a better way. We will continue working hard to improve the experience we deliver to our customers.”
