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Kogan Whitegoods, Electronics Top NSW Complaints List

Local e-commerce behemoth, Kogan.com, has again topped the NSW Fair Trading Complaints Register, notching 72 complaints in February 2019 – driven by its “electrical, electronic, whitegoods and gas appliances” range.

Kogan-owned sub-brand, Dick Smith, also made the list with 11 complaints, totalling 83 for the organisation.

Samsung Electronics and Apple slipped in second and third place, with 43 and 36 complaints respectively.

Concerning Aussie owned traditional consumer electronics retailers, Harvey Norman was the most complained (32), followed by The Good Guys (19) and JB Hi-Fi (16).

Harvey Norman and The Good Guys’ Auburn store was its most complained outlet, with JB Hi-Fi Hurstville and Chadstone leading dissatisfaction.

[NSW Fair Trading Complaints Register]

The news follows growing commentator concern over Kogan.com’s sale of grey-market/direct import international goods, specifically within consumer electronics (e.g. smartphones).

Despite this, the e-commerce giant achieved its strongest Christmas trading period late last year, with active customers notching 1,542,000 as at December 31, 2018.

Founder and CEO, Ruslan Kogan, claimed record results were driven by delivering “more items than ever, faster than ever”, over the holiday season.

In February 2019, the majority of Kogan.com complaints surrounded “Electrical, Electronic, Whitegoods and Gas Appliances”, generating 41 out of 72 complaints.

It comes as the e-commerce giant continues to take on traditional retailers and grow its whitegoods and built-in home appliance range.

“Mobile/Smartphones and/or accessories” came in second place with 13 complaints.

Concerning complaint category, the majority of consumers criticised the e-commerce giant for “Quality of Goods”, with a whopping 51 complaints.

[NSW Fair Trading Complaints Register]

February’s results are consistent with Kogan’s NSW Fair Trading Complaints Register trend, with its “Electrical, Electronic, Whitegoods and Gas Appliances” the most complained segment.

“Quality of Goods” was again deemed the primary complaint factor.

In early March, Kogan.com announced its new third-party marketplace, further taking on the likes of eBay and Amazon Australia.

[NSW Fair Trading Complaints Register]

[NSW Fair Trading Complaints Register]

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