Have you ever been excited about a new appliance only to be let down by delivery logistics? My recent Kogan premium delivery nightmare taught me an expensive lesson about fine print and customer service. What promised to be a convenient solution for my apartment turned into a frustrating ordeal that wasted both time and money.
The False Promise of Premium Delivery
When I ordered my new dishwasher from Kogan, I specifically opted for their premium delivery service. At an extra $30, it seemed worth it based on their description: “We will unbox your item and remove the old packaging and appliance. This is recommended for multi-story deliveries and does not include installation.”
Living in a first-floor apartment with just one flight of stairs, I thought this was perfect. The key phrase “recommended for multi-story deliveries” gave me confidence that my dishwasher would make it up to my apartment without issues.
When Reality Doesn’t Match Marketing
My Kogan premium delivery nightmare began with a pre-delivery call. The conversation quickly revealed a major disconnect between what Kogan advertised and what their delivery partner actually offered:
“We can’t deliver to the first floor, unfortunately,” the delivery representative informed me.
When I pointed out that I’d paid for premium delivery specifically for multi-story access, the response was shocking: “With premium delivery… we definitely do not take them up. Premium is to take all the rubbish away and take your old product.”
The Frustrating Back-and-Forth
The most frustrating part of this Kogan premium delivery nightmare was the inconsistency. After pushing back and quoting their own website, the representative consulted with a manager and changed their stance slightly:
“It depends on the driver. If he can get it up there, he can give it a go, otherwise he can deliver it to the ground floor.”
This uncertainty made the entire premium service pointless. What good is paying extra if the service remains at the driver’s discretion? Moreover, I needed both delivery of the new dishwasher upstairs AND removal of the old one—a service I had specifically paid for.
Customer Service: Too Little, Too Late
Following this disappointing call, my Kogan premium delivery nightmare continued with a string of email exchanges with customer service. While Tracy from Customer Care was polite, the resolution process was painfully slow:
- First, they opened an “investigation” with QLS (their delivery partner)
- After 3-5 business days, they simply confirmed what I already knew—the courier wouldn’t carry items upstairs
- Multiple follow-up requests were needed to cancel the order
- The refund process took additional time after cancellation
Lessons From My Kogan Premium Delivery Nightmare
Read Between the Lines
The wording “recommended for multi-story deliveries” is carefully crafted marketing language. It suggests suitability without actually promising the service you might expect. In my case, this Kogan premium delivery nightmare could have been avoided had their description been clearer about limitations.
Research Delivery Partners
As Consumer Affairs Australia often recommends, researching a retailer’s delivery partners before purchase can save headaches. Many online retailers outsource delivery to third parties whose policies may differ from what’s advertised.
Document Everything
Recording my conversation (which is legal in some Australian states with certain conditions) proved invaluable in supporting my cancellation request.
Is Premium Delivery Worth It?
After my Kogan premium delivery nightmare, I’m skeptical about premium delivery services from online retailers. According to the Australian Competition and Consumer Commission , consumers have rights to services as they’re described. When companies fail to deliver on advertised features, you’re entitled to refunds or compensation.
Alternative Approaches
Next time I need a large appliance delivered, I’ll:
- Purchase from retailers with their own delivery teams like The Good Guys or Harvey Norman
- Get specific written confirmation about multi-story delivery capabilities
- Consider hiring specialized movers for apartment deliveries
Conclusion
My Kogan premium delivery nightmare serves as a cautionary tale about the gap between marketing promises and operational reality. While I eventually received a full refund, the wasted time and disappointment weren’t compensated. For apartment dwellers especially, scrutinizing delivery terms before purchase is essential.
Have you experienced your own Kogan premium delivery nightmare? Or do you have tips for successful apartment deliveries? Share your experiences in the comments below.
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