Qantas FF Store fails to deliver purchase

[Starship]

Congratulations!!!! Your persistence is admirable.

 

[straitman]

I think I'll just avoid the store :!:

I can't see much real value there in any case.

 

[JohnK]

Sorry to hear you are having issues with what appears to be a very simple transaction. The lack of customer care from the Qantas frequent flyer store does not sound very encouraging for anyone wishing to purchase their expensive products....

 

[Mal]

There is an almost parallel thread over @ Flyertalk with the same types of issues.

Anyone ordered a Frequentflyer store Avis voucher in Australia? - FlyerTalk Forums

Qantas must be pretty cheesed off with "Carlson Marketing" for their handling of this sort of stuff - it reflects very poorly on both Qantas and Qantas Frequent Flyer.

 

[PlutekPlutek]

I'm in the same boat. Ordered a model of the A380 for 5600 points. Lucky its only a reasonably small amount of points.
Been three weeks now. I just spent 30 minutes on hold before anyone answered. They must be having serious issues there.
My order details from their webiste are as follows:

ORDER Your Order has been entered and will be processed overnight.
ISSUE Your Order has been processed and fulfillment is in progress.
REDEEMED Your Order has been confirmed as fulfilled and will be delivered within 10 working days of the Order date.
REJECT Your Order has been rejected due to insufficient details provided at the time of Order. Please submit your order again. Your Points have been recredited for this Order.
RETURN Your Order has been returned. Your Points have been recredited for this Order.
RECREDIT Your Points have been recredited due to a cancelled Order.

I've just talked to a CSR and he said there's no problems with the order, and it should have been delivered by now. He will "note" in my order that I've rang, and email the supplier to "demand" a consignment number. I'm pretty confident that's not going to happen. I will call back in a week to chase them up.

It seems this is more of a rule than exception. Has anyone actually had anything from the online store delivered on time, and the order not be botched up?

Cheers

 

[mbeder]

Has anyone actually had anything from the online store delivered on time, and the order not be botched up?

I ordered 12 bottles of "Everyday" Reds for 15,500 points (no $ component) in early September and they arrived within 3-4 days of placing the order, so no complaints from me...the confirming Redemption Order email included the fine print "The Qantas Frequent Flyer Store is operated and administered by Carlson Marketing Group (Aust) Pty Limited..." so here's one example of a botchless order!

 

[Starship]

I ordered 12 bottles of "Everyday" Reds for 15,500 points (no $ component) in early September and they arrived within 3-4 days of placing the order, so no complaints from me...the confirming Redemption Order email included the fine print "The Qantas Frequent Flyer Store is operated and administered by Carlson Marketing Group (Aust) Pty Limited..." so here's one example of a botchless order!

Nice to know! I expect Carlson are just an intermediary here, and the fulfilment is done by the particular group with the product. Presume wine comes from a different place to some of the other 'awards'.

 

[aussieguy]

I ordered luggage from them on 22 June. I finally got them on the phone on 20 August and they had no idea where it was so I cancelled the order. Now I'm still chasing the refund. Absolutely pathetic. Over four months of heartache now. Order from them at your own risk.

 

[cdaus]

I've been caught too! Waiting 9 weeks now, a number of calls with probably an hour on the phone so far and have been given the run around.
I 1st chased CMG 6 weeks ago and was told they will escalate the order, another week of nothing, ring again, "will escalate your order" and still nothing. Ring again after 7 weeks, CMG say they had a problem sending electronic order to Sony, (claimed 500 orders affected), and are blaming Sony for the problem.
Was told the item will be delivered last Friday, you guessed it...nothing. Ring again, requesting to speak to supervisor, eventually get to speak to someone who will get back to me...nothing! Ring again, ask for Manager.."she's not in"..ask for supervisor...get cut off. Ring back...am told "having telecommunication difficulties" get cut off again when transferring me to the manager (he is in!). Explain situation yet again and am assured I will get a return call this afternoon. How silly was I to believe this? Ring again at end of day, they still do not have any info.
CMG have no idea how to provide customer service and it is disappointing that they drag Qantas down.
With any luck it might turn up before Xmas....

 

[PlutekPlutek]

Avoid them like the plague. They are hopeless.

 

[N860CR]

Is there not somebody at Qantas who can be made aware of this? Surely they would not continue using this company if all these incidents were known. Has everyone who ran into difficulties contact Qantas Frequent Flyer directly and raised it with them.

As much as I'm not a fan of QF customer service, surely they wouldn't tollerate such disgusting service from an outsourced company using the Qantas name.

 

[AussieMark]

Worst Qantas Experience Ever

I want to share my own experience below and then give the forum page link to Qantas. I have always been such a strong supporter and advocate of Qantas.

Having been a member my whole life and always choosing to travel Qantas whenever possible, I am shocked at the terrible customer service I have received. If it was a once off, perhaps that is normal every now and then but repeated and CONTINUED?

It has been so bad that I am seriously considering never traveling with Qantas again and avoiding them at all costs. Absolutely appalling. Even trying to get in touch with someone to file a complaint I have been sent around in circles over and over. I tried calling the Head office and was simply put on hold for 20 minutes resulting in $20 phone bill.

I ordered something from the frequent flyer store in NOV 2008. It is now April 2009. You would think it would have arrived by now. But no... After a couple of months I called up to check on the progress and was told it would arrive at some stage.

Another two months go by and nothing. So I call up again and Oh no your order wont be coming to you anymore. We took that product off our site. WELL Thank you for telling me?! A phone call would have been nice. So now its been six months only to be told I wont be getting anything. What a waste of time and all my phone calls.

But it gets better... I am told I will get a refund so I wait another month and nothing... No refund at all. So I call up to complain once again and am told 'I dont know why you dont have a refund, call back if its not there next week.' Well I am and sick and tired of calling thank you very much.

To make matters worse this is the second or third time this has happened. This is the absolute worst customer service ever. Everytime I ask for a manager I am told they are currently unavailable.

Who Can I complain to?! Unless Qantas does something amazing in the next 14 days and impresses me I am off qantas for good and going to complain to every single person I ever met to the rest of my life lol.! Seriously.

I want to be reimbursed for all my phone calls and I want an apology!

 

[Flashback]

Re: Worst Qantas Experience Ever

I want to share my own experience below and then give the forum page link to Qantas. I have always been such a strong supporter and advocate of Qantas.

Having been a member my whole life and always choosing to travel Qantas whenever possible, I am shocked at the terrible customer service I have received. If it was a once off, perhaps that is normal every now and then but repeated and CONTINUED?

It has been so bad that I am seriously considering never traveling with Qantas again and avoiding them at all costs. Absolutely appalling. Even trying to get in touch with someone to file a complaint I have been sent around in circles over and over. I tried calling the Head office and was simply put on hold for 20 minutes resulting in $20 phone bill.

I ordered something from the frequent flyer store in NOV 2008. It is now April 2009. You would think it would have arrived by now. But no... After a couple of months I called up to check on the progress and was told it would arrive at some stage.

Another two months go by and nothing. So I call up again and Oh no your order wont be coming to you anymore. We took that product off our site. WELL Thank you for telling me?! A phone call would have been nice. So now its been six months only to be told I wont be getting anything. What a waste of time and all my phone calls.

But it gets better... I am told I will get a refund so I wait another month and nothing... No refund at all. So I call up to complain once again and am told 'I dont know why you dont have a refund, call back if its not there next week.' Well I am and sick and tired of calling thank you very much.

To make matters worse this is the second or third time this has happened. This is the absolute worst customer service ever. Everytime I ask for a manager I am told they are currently unavailable.

Who Can I complain to?! Unless Qantas does something amazing in the next 14 days and impresses me I am off qantas for good and going to complain to every single person I ever met to the rest of my life lol.! Seriously.

I want to be reimbursed for all my phone calls and I want an apology!

Have you considered a snail mail letter in ? Do you have any status with Qantas ?

 

[mannej]

Is there not somebody at Qantas who can be made aware of this? Surely they would not continue using this company if all these incidents were known. Has everyone who ran into difficulties contact Qantas Frequent Flyer directly and raised it with them.

As much as I'm not a fan of QF customer service, surely they wouldn't tollerate such disgusting service from an outsourced company using the Qantas name.

Agreed, not having entirely had problems with InFlight Shopping and Pre-orders, I do know the communication between QF and these outsourced companies is very poor.
I nearly had an order go missing, as the contractor never bothered telling the FA's that they had orders for the flight I was on.

FFP which is one of the advertised points of using InFlight Shopping haven't been posted from early February. (I am not going to bother for less than 100 points).

I can see why the problems occur, and really think Qantas need to set stricter KPI's to stop situations like this occuring with the outsourced work.