Qantas online Mall, cookies and points

[burmans]

I assume that you mean it was well after the purchase was marked as posted?

It was so long after I had ordered and received the goods I had to go back and look for waht it might have been. From memory nearly 2 months after I had received the goods and I had long given up on receiving the points.

 

[zqsn5678]

made a purchase visa QF Mall later April with M&S (Marks and Spencer), cookies always allowed, safari was fine and followed all they instructions. no auto email and no points posted. QF couldn't do anything as I did not receive an automatic email saying my purchase was tracked. The only problem i can think of is I had other browsers opened at the time but I did not click on anything thing but the M&S website which was directed from QF site.

 

[clazman]

100% points to date

 

[dodgeyhack]

made a purchase visa QF Mall later April with M&S (Marks and Spencer), cookies always allowed, safari was fine and followed all they instructions. no auto email and no points posted. QF couldn't do anything as I did not receive an automatic email saying my purchase was tracked. The only problem i can think of is I had other browsers opened at the time but I did not click on anything thing but the M&S website which was directed from QF site.

Really? That's really poor. What justification could they have for that?
If you've done everything they indicate and you don't get the email, it's still a failing of their system - the email comes after purchase right?

I bought from The Iconic back in April and never got points or an email - will be chasing them up soon.
I wonder what logs I might have to support my point. Will have to check if any cookies have persisted in the browser too.
It's only a few points - but, and I made this point at a QFF focus session, it's the principle of the matter. If I change my behaviour on the promise of points, the points damn well better post.

 

[burmans]

If I change my behaviour on the promise of points, the points damn well better post.

When I find the points dont post I also change my behaviour!!

 

[zqsn5678]

Really? That's really poor. What justification could they have for that?
If you've done everything they indicate and you don't get the email, it's still a failing of their system - the email comes after purchase right?

since was my first purchase via QF mall, I was extra careful. I emailed "FF service centre" they basically listed the instructions/requirements/conditions again and said if they aren't met they can not do anything. no retrospective points claims allowed.

there is no way I can prove whether I actually clicked and met all the conditions is there?

Email I was sent
The essential requirements for a Qantas Mall purchase are:
- you must log in to your Qantas Frequent Flyer account before making the purchase
- your web browser cookies must be enabled
- you must not open other browser windows or go to other sites before completing the transaction
- the transaction must be completed in one web browsing session (ie; - don't close your browser and resume at a later time)

 

[tuesday_]

Oh, Qantas Mall... Why are you so erratic?

Bought some gear from the Apple Store a few months ago. Once the order had cleared and shipped, received the email saying that my points are on their way.

Points credited last week: 216. Order value: $2,500+.

Have lodged a claim, hopefully it goes better than last time (3+ phone calls from Qantas, no points).

I have about a one in 3 failure rate with the mall. I've started setting reminders on the order confirmations so that I remember to check whether or not the points land. I've entirely given up on getting the correct points credit from eBay.

 

[tomlee1986]

I had no problems on ebay and I did get the points before

 

[WeeWillyWonka]

since was my first purchase via QF mall, I was extra careful. I emailed "FF service centre" they basically listed the instructions/requirements/conditions again and said if they aren't met they can not do anything. no retrospective points claims allowed.

there is no way I can prove whether I actually clicked and met all the conditions is there?

Email I was sent
The essential requirements for a Qantas Mall purchase are:
- you must log in to your Qantas Frequent Flyer account before making the purchase
- your web browser cookies must be enabled
- you must not open other browser windows or go to other sites before completing the transaction
- the transaction must be completed in one web browsing session (ie; - don't close your browser and resume at a later time)

Yes, you can prove it if you take screen dumps of each stage (which I do). The online mall is notoriously unreliable and in general, customer support shifts blame to the user.

 

[opusman]

Qantas Points are not given for purchase of the new Apple Watch, new Macbook, and iPhone 6 Plus

Oh, Qantas Mall... Why are you so erratic?

Bought some gear from the Apple Store a few months ago. Once the order had cleared and shipped, received the email saying that my points are on their way.

Points credited last week: 216. Order value: $2,500+.

What did you buy?

Qantas Points are not given for purchase of the new Apple Watch, new Macbook, and iPhone 6 Plus

 

[tuesday_]

Qantas Points are not given for purchase of the new Apple Watch, new Macbook, and iPhone 6 Plus

What did you buy?

A new Macbook + some cables.

So the points, in theory, are for the part of the order that wasn't the MacBook... But that doesn't entirely make sense either, because the points still don't add up.

 

[opusman]

But that doesn't entirely make sense either, because the points still don't add up.

Another gotcha is that they don't give points for the GST component of any order.

 

[MrJetset]

A new Macbook + some cables.

So the points, in theory, are for the part of the order that wasn't the MacBook... But that doesn't entirely make sense either, because the points still don't add up.

I didn't get points for my iPhone 6 because I preordered.

The new Macbook was released April 10. This is excluded from points as a new model. I ordered a MacBook Pro retina and got the email but am waiting to see what credits. As it's a refresh and not a new model I am keen to see what they conclude.

 

[kiddus]

Currently trying to find lost points for an online mall purchase with Apple Store. Purchase was 13 August, no email telling me points were forthcoming. Received one email telling me someone would contact me soon, have not received anything since. Cookies were enabled, double checked to be sure, product arrived fairly promptly, satisfied customer. Using their call centre is like talking to an idiot savant , the rhetoric is pre-programmed, accept no liability, use generic reply, follow whats on the sheet in front of you. It's not a lot of points but the principle that counts , profits before people, I am seriously thinking about changing who I fly with. Not the first time I've had problems with their customer support.

 

[Blackswan]

A new Macbook + some cables.

So the points, in theory, are for the part of the order that wasn't the MacBook... But that doesn't entirely make sense either, because the points still don't add up.

Could you have bought the MacBook through David Jones? They don't seem to have the exclusion on new products, and they earn 5 points per dollar.

 

[MrJetset]

I should report that my MacBook Pro purchase credited with points from the Apple store and double dipped with a points earning credit card.

 

[Gaspode]

I bought a couple of small items from the Apple Store and received an email from Qantas about the points after the products were delivered to me.

Up until the Qantas email arrived there was absolutely no feedback or indication of success or failure of the tracking system. The whole experience leaves a lot to be desired.

 

[WeeWillyWonka]

Judging from the range of experiences people have posted here, I think it's safe to assume that their online mall has substantial flaws. But what seems to be worse is Qantas staff's attitude to address problems; instead blame seems to be shifted back to the customer. I had a problem back in January that was never rectified. What annoyed me more though, was the response of consultants and mid-level managers to my issue, and the fact that the issue was never followed up. I don't expect complete resolution, but to know that someone looked into it for me would have made me satisfied.

I generally consider the organisation to be a great company but RedRoo, if you read this, it sounds like this area of the business has a serious problem within it's culture and approach to service.

 

[cmon0005]

I made a eBay and a bonds purchase in the same session/same window/same login. I didn't receive an email the next day for the eBay purchase but did for the bonds purchase. fast forward 30 days of course my eBay points didn't come through
raised it with QFF they asked to send in the eBay confirmation which I did so they could investigate.
Received a call back and was 'told' I had "disconnected" hence not eligible for points. I then argued how did the bonds points work (purchased minutes after eBay in same browser window) also told them I'm not stupid and have used this before. it was reescalated and got the points. what an effort for a small amount of points that I was entitled to. grrr

 

[kcoulson]

What is interesting, is to contrast the Qantas online mall to the Velocity version. There are different shops (but some shops which are on both Qantas and Velocity) - which means that I use both Qantas and Velocity to earn incidental points. Velocity show you the transaction as pending within 24 hours of the transaction, on the Velocity system. The Qantas system by comparison is hit-or-miss - no ability to check. I made a transaction last week on the Qantas site - no email followed though (which makes me nervous). I opened the Qantas online mall, and opened both Ebay and Forever New (both were open). I made a purchase from both stores. The small ebay transaction generated an email, the much larger Forever New purchase did not.