On the 31st July 2008 I purchased an item featured on the front page of the Qantas FF Store website. It stated a 10 working day delivery. It is now TEN WEEKS today since I ordered this item paying with a combination of points and cash which was deducted from my Visa card on 1st August.
On the 15th August I phoned the Frequent Flyer 1300 number to enquire on the delivery of the item. They said they would expedite the order and would get back to me in three days.
The next week I still had not had any contact so I called again. I was then told that the item would not be delivered until the second week in September. The second week in September came and went.
On the 16th September I emailed Carlson Marketing as managers of the Frequent Flyer Program.
I received a phone call later that day from Saaid Japie of Carlson Marketing who said he was letting me know that they read their emails. He said he would look into the matter and would expedite the order and get back to me in a couple of days. I never heard back.
On 22nd September I emailed Qantas Customer Help.I received an automated email to say a consultant would shortly contact me. I have not been contacted by a consultant as of the 9th October.
On the 25th September I sent another email to Carlson Marketing. No response has been received.
I then phoned Carlson Marketing later that day at a Melbourne number. The phone was answered by a message saying ‘extension 7111 is not available. If you require to speak to an operator press ‘0” which I did. The phone was then answered by a female simply giving an extension number.
I asked to speak to the Manager of the Qantas Frequent Flyer Account. I held on for 7 minutes listening to music before the phone was answered by “Mark”. I asked his position and he said a Team Leader and I said I had asked to speak to a Manager and he said he is responsible for the account. I gave up and spoke to him. He told me they do not have a Melbourne phone number, that they are based in Sydney. I told him that there was a White Pages online listing for Carlson Marketing in South Melbourne and that was the number I was calling him on but he insisted there was no such number or address. I told him I had had contact from Saaid Japie on 16th but not heard back. I said that considering I had held on for 7 minutes on this call before getting to speak to anyone then I was glad I had not called the Sydney number.
Again Mark listened to my complaints and said he would expedite the order, promised to get back to me in a few days etc. I pointed out that the item was still being advertised as a feature item on the front page of the webpage and with a 10 working day delivery. He said they are having a lot of problems with deliveries overall and that they are delivering new orders but having problems with old orders! I asked that he please call me back and let me know what was happening with my order. I asked that if there was no answer on my number to leave a message. He said he would speak to ‘his manager’’ – isn’t this who I had originally asked to speak to?
It is now 2 weeks later and I have not heard anything.
On the 2nd October I wrote to the CEO of Qantas at Head Office hoping to get some sort of response. No reply.
I am beginning to take the attitude that this is close to fraud. I paid for an item, payment was deducted from my credit card, and delivery has not been made in 10 weeks despite phone calls and correspondence. The item is still being advertised for sale on the Qantas FF Store website. If this was ebay or another online transaction I am sure it would be viewed as fraud.
On the 15th August I phoned the Frequent Flyer 1300 number to enquire on the delivery of the item. They said they would expedite the order and would get back to me in three days.
The next week I still had not had any contact so I called again. I was then told that the item would not be delivered until the second week in September. The second week in September came and went.
On the 16th September I emailed Carlson Marketing as managers of the Frequent Flyer Program.
I received a phone call later that day from Saaid Japie of Carlson Marketing who said he was letting me know that they read their emails. He said he would look into the matter and would expedite the order and get back to me in a couple of days. I never heard back.
On 22nd September I emailed Qantas Customer Help.I received an automated email to say a consultant would shortly contact me. I have not been contacted by a consultant as of the 9th October.
On the 25th September I sent another email to Carlson Marketing. No response has been received.
I then phoned Carlson Marketing later that day at a Melbourne number. The phone was answered by a message saying ‘extension 7111 is not available. If you require to speak to an operator press ‘0” which I did. The phone was then answered by a female simply giving an extension number.
I asked to speak to the Manager of the Qantas Frequent Flyer Account. I held on for 7 minutes listening to music before the phone was answered by “Mark”. I asked his position and he said a Team Leader and I said I had asked to speak to a Manager and he said he is responsible for the account. I gave up and spoke to him. He told me they do not have a Melbourne phone number, that they are based in Sydney. I told him that there was a White Pages online listing for Carlson Marketing in South Melbourne and that was the number I was calling him on but he insisted there was no such number or address. I told him I had had contact from Saaid Japie on 16th but not heard back. I said that considering I had held on for 7 minutes on this call before getting to speak to anyone then I was glad I had not called the Sydney number.
Again Mark listened to my complaints and said he would expedite the order, promised to get back to me in a few days etc. I pointed out that the item was still being advertised as a feature item on the front page of the webpage and with a 10 working day delivery. He said they are having a lot of problems with deliveries overall and that they are delivering new orders but having problems with old orders! I asked that he please call me back and let me know what was happening with my order. I asked that if there was no answer on my number to leave a message. He said he would speak to ‘his manager’’ – isn’t this who I had originally asked to speak to?
It is now 2 weeks later and I have not heard anything.
On the 2nd October I wrote to the CEO of Qantas at Head Office hoping to get some sort of response. No reply.
I am beginning to take the attitude that this is close to fraud. I paid for an item, payment was deducted from my credit card, and delivery has not been made in 10 weeks despite phone calls and correspondence. The item is still being advertised for sale on the Qantas FF Store website. If this was ebay or another online transaction I am sure it would be viewed as fraud.
. You mention needing to send a Stat Dec about not receiving the product. Is it right then to assume that in your example they claim to have send the goods but you never received them? This is always a difficult situation with postal delivery of such items unless they send using registered post.
