Qantas online Mall, cookies and points

[eclectic_boogaloo]

I an very unimpressed with the Qantas Mall. I made a purchase via qantaspoints.com.au in November - cookies were enabled, got redirected to David Jones fine, got an email confirmation from David Jones but nothing from Qantas. I patiently waited for 30 days and rang QF FF at the end of December to enquire about the missing point and was told "not to worry, promotional points will take up to 60 days to appear in your account". I mentioned then that I had never actually received a confirmation email from the Qantas Mall in the first place but the lady on the phone was like "oh what are you taking about, don't worry, you'll get it".
Of course I never received anything.
So this morning I rang QF FF again and told the whole story to another customer service girl, she first sounded incredulous but relented after I mentioned I had read about the site being faulty and never registering David Jones purchases so I've an email confirmation from DJ I received in November and a proof of purchase and will be waiting...
To add insult to injury I thought I'd give it another ago so a couple of hours after this morning call I went online to the QF shopping portal site and made another purchase from David Jones...mind you, this time I was taking screenshots of the whole process. The result was again that the purchase went through OK, a confirmation email from DJ arrived in 2 minutes and nothing from Qantas so far. Something is telling me I'll never receive a confirmation email from my favourite carrier so I've just sent a rather sarcastic letter to QF FF including a file with screenshots. Let's see what will transpire

I'm having a similar issue at the moment.

I bought a laptop from DJs during the double points deal before Christmas, only to have no Qantas Mall confirmation or points deposited in my account. I emailed the support line a few weeks ago and was told to send the receipt to them, which I did immediately. Never got a confirmation email from them acknowledging receipt, nor a reply when I followed up with another email a few days later. Eventually I phoned them and got a rather curt and rude support line worker who told me that, no, they hadn't received any receipt, and that the investigation period had almost ended. Their solution to my repeated emails not getting through? Mail them hard copies of the receipts...

Like hell was I going to do that. I told them in no uncertain terms that they could reset the investigation period since it was clearly an error on Qantas's part, and the support line worker relented. I then went back to quadruple check my emails, and found the problem - the email address they had asked me to send the details to was different from the original enquiry email address, and clearly not being checked by staff. So I re-sent everything to the original email address and received an acknowledgment within an hour or two, as well as being informed that they could not give me any ETA on a decision being made.

It's now been a week and a half and still no update. But clearly lesson learnt - don't trust Qantas to get anything right, aside from not crashing their planes.

 

[clazman]

I have a 100% success rate on points received purchased through the online mall (5+ orders to-date)

 

[ontheaisle]

I've also had 100% success rate with my three DJs orders but a timely reminder to not assume these transactions will work as they should!

 

[DeKa]

100% success here too.

The trick with all these referral sites is to clear all cookies in a particular browser, use another browser to research what you want, then go to your "clear" browser and log in to the referral site, make your purchase and it'll be fine.

If you've visited other sites, someone else may claim the referral so you don't get the points/cashback/etc

 

[Red Roo]

I'm having a similar issue at the moment.

I bought a laptop from DJs during the double points deal before Christmas, only to have no Qantas Mall confirmation or points deposited in my account. I emailed the support line a few weeks ago and was told to send the receipt to them, which I did immediately. Never got a confirmation email from them acknowledging receipt, nor a reply when I followed up with another email a few days later. Eventually I phoned them and got a rather curt and rude support line worker who told

Hi eclectic_boogaloo,

We're disappointed to hear this. Are you able to privately message your FF number and further info around dates of your purchases, we'll follow this up as a priority.

Kind Regards,
Red Roo

 

[eclectic_boogaloo]

Hi eclectic_boogaloo,

We're disappointed to hear this. Are you able to privately message your FF number and further info around dates of your purchases, we'll follow this up as a priority.

Kind Regards,
Red Roo

Thanks Red Roo - PM sent

 

[sergeyvzn]

I had two missed calls on my mobile during business hours on Wednesday, both times I was left a message asking me to call back the generic QFF number 131131 to talk about the transaction that had failed to register and that I had emailed QFF about two weeks ago. I duly obliged and got to talk to a completely disinterested person on the phone who told me "the guy who rang you has gone home" and she couldn't do anything. She read notes on my file that basically said it was all my fault and piss off.

Not happy at all. I'm going to try calling back again but I don't think I'll ever get the points. I don't think I'll be recommending the Qantas Mall to anyone, to say the least.

 

[WeeWillyWonka]

I support what sergeyvzn.

I used the online mall with eBay and it worked fine. I then used it with DJs and it did not work. I was initially told that the problem was my end. So I tried it with DJs again to see what happened and nothing did, I even took screen dumps to confirm the transaction. Qantas even verified that they could see my activity in the DJs website.

What ticked me off about dealing with Qantas is that they used their uninformed consultant to tell me that the problem for the DJs transaction was my fault, despite no valid reason being provided and the evidence I have (i.e. screen dump, receipts) to suggest otherwise.

I was since promised a call back from a supervisor and heard nothing.

QANTAS: your rules around this promotion are ambiguous but what's worse is your attitude to the online mall issues (as reported by others) that appear to be dogging your system.

 

[opusman]

It seems that the QF mall clearly have a problem with DJs, but instead of facing up to it and dealing with it they are going to make everyone fight their own individual battle to get the points they are owed awarded. Very disappointing and definitely not conducive to ever using the mall again.

 

[Princess Fiona]

It seems that the QF mall clearly have a problem with DJs, but instead of facing up to it and dealing with it they are going to make everyone fight their own individual battle to get the points they are owed awarded. Very disappointing and definitely not conducive to ever using the mall again.

No problem getting DJ's points on any of my multiple transactions. Every single order has had a confirmatory email arrive in my inbox within a day or two of purchase. I know of several other people (not just those on here) who have also had similar successful transactions and points through DJ's.
I think pretty much all these online Mall's have their faults and failings. Velocity "Shop and Not Earn" being another.
As long as QF are prepared to look at and rectify cases where points have failed to post, I don't see what else they can do.

 

[sergeyvzn]

No problem getting DJ's points on any of my multiple transactions. Every single order has had a confirmatory email arrive in my inbox within a day or two of purchase. I know of several other people (not just those on here) who have also had similar successful transactions and points through DJ's.
I think pretty much all these online Mall's have their faults and failings. Velocity "Shop and Not Earn" being another.
As long as QF are prepared to look at and rectify cases where points have failed to post, I don't see what else they can do.

That's exactly the problem. Qantas is completely unprepared to do anything about it. Blank denial of any problem and "sorry we can't help you". Whereas when I had problems with the Velocity store - when I got in touch, it was always treated as a valid enquiry and rectified eventually. And the Velocity store staff were overseas call centre people! Qantas staff are in Australia but their attitude has been quite appalling, all people I have spoken to tried to blame me "didn't have your cookies enabled, you didn't log in, didn't do that" and were completely disinterested in helping me.

 

[Princess Fiona]

That's exactly the problem. Qantas is completely unprepared to do anything about it. Blank denial of any problem and "sorry we can't help you". Whereas when I had problems with the Velocity store - when I got in touch, it was always treated as a valid enquiry and rectified eventually. And the Velocity store staff were overseas call centre people! Qantas staff are in Australia but their attitude has been quite appalling, all people I have spoken to tried to blame me "didn't have your cookies enabled, you didn't log in, didn't do that" and were completely disinterested in helping me.

I completely agree. That's not the type of customer service you should be getting. What I don't agree with is the assertion by opusman that there is a widespread systemic problem with DJ's points posting as that doesn't reflect my experience or that of others I know.

 

[opusman]

No problem getting DJ's points on any of my multiple transactions. Every single order has had a confirmatory email arrive in my inbox within a day or two of purchase. I know of several other people (not just those on here) who have also had similar successful transactions and points through DJ's.

I think this argument has been done earlier in the thread Great, so far it's worked for you. It doesn't work all the time.

I think pretty much all these online Mall's have their faults and failings. Velocity "Shop and Not Earn" being another.

I've never used the Velocity one but if I did and had the same problem I would complain about that as well. Companies that make promises and then fail to deliver on them, and blame the customer for the failure, deserve to be called out.

As long as QF are prepared to look at and rectify cases where points have failed to post, I don't see what else they can do.

They could accept that there is a systemic issue and do something proactive to address the problem. Or even better, get rid of the unreliable and fragile cookie-based system altogether and come up with something more robust.

 

[WeeWillyWonka]

Qantas's poor approach to handling this is a sore point for me. Even if there is a problem that Qantas can't address (either on their end or my end), at least be upfront rather than assume customer blame.

 

[Princess Fiona]

I think this argument has been done earlier in the thread Great, so far it's worked for you. It doesn't work all the time.



I've never used the Velocity one but if I did and had the same problem I would complain about that as well. Companies that make promises and then fail to deliver on them, and blame the customer for the failure, deserve to be called out.



They could accept that there is a systemic issue and do something proactive to address the problem. Or even better, get rid of the unreliable and fragile cookie-based system altogether and come up with something more robust.

Apologies I missed the argument earlier on.
I take it that the consensus was if it doesn't work 100% of the time then there's a systemic issue that needs fixing?
If so I disagree.

Surely there will be instances where customers have not used the correct process to log onto the DJ's site through the Qantas mall ?
Not all failures of points posting will be due to QF IT.
I agree that if QF is blaming everyone who complains about points posting as having been at fault in some way then they deserve to be called out on it.
Not sure how we know this is happening though.

On your last point regarding the cookies system, I don't have any real knowledge of these systems but if there's a better foolproof way of doing it then yes that would be the way to go.

 

[MrJetset]

Princess, I do enough online shopping to have followed the QF Online Mall instructions to the letter. The reality is that they clearly aren't tracking all purchases.

I had never considered shopping at Neiman Marcus prior to the development of the online Mall.

 

[RooFlyer]

Princess, I do enough online shopping to have followed the QF Online Mall instructions to the letter. The reality is that they clearly aren't tracking all purchases.

I had never considered shopping at Neiman Marcus prior to the development of the online Mall.

And there us the plain bizarre requirement that you don't open a new browser window (??tab?) during the mall transaction. This will nix the cookie/ points traction, they tell me.

 

[opusman]

Apologies I missed the argument earlier on.
I take it that the consensus was if it doesn't work 100% of the time then there's a systemic issue that needs fixing?
If so I disagree.

No there was no consensus. The people for whom it had worked didn't think there was a problem and the people for whom it hadn't worked did.

 

[Isochronous]

Concerning to hear of people's problems with this. It has all worked OK for me with my purchases from DJs and Apple.

 

[pauly7]

I've had no problems with the QF mall site for DJ's and Apple transactions - multiple.

Sorry to hear a couple are

Don't even get me started on the Virgin shop and not earn...