Qantas Wine Issues

[BrockF]

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

 

[Traveller_Dude]

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

Hi Brock, sorry to hear your frustrations , i have switched to Qantas wine from other suppliers to take advantage of the reward points. hopefully this is a once off mishap for you . i have had great service from qantas wine. if it helps i would also speak to one wine consultant so they take accountability. Hope this helps

 

[jbman]

Ordered last week from them, was promptly delivered within 4 days. No issues at all

Last year I had an order that was split into two. One case came, the other was lost by Australia Post. They organised a new case and it came 2 days later.

 

[offshore171]

Recent discussion here:

QF wine are hopeless

How is QF wine ever profitable?! They constantly stuff up orders. Either send the wrong wine or deliveries just don't turn up. A few times they wine never turns up and then when it comes to replacing it they're inevitably out of stock, which is super annoying. I know I'm not the only one to...

www.australianfrequentflyer.com.au

 

[Daver6]

Sounds about right for how useless QF Wine are.

 

[Vic]

41 Orders over the last 7 years and the only error was when they used Fastaway Couriers

 

[SOPOOR]

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

Keep at it

You might up with 20 cases of random wines,
And hopefully the correct ones in it

 

[The Flying Brick]

Keep at it

You might up with 20 cases of random wines,
And hopefully the correct ones in it

I placed an order for a dozen wines at the start of September which did not arrive due to the incompetence of Australia Post.
After several texts advising of Covid related delays over 3 weeks I finally received a text and email from Australia Post that my Qantas wine had been delivered.

The only problem was that they lied to me

The wine wasn't at my front door, the wine wasn't at my back door, and the wine wasn't inside the back gate - in fact it had never been delivered at all.

When I checked Austpost's own parcel tracking website it told me that wine had been delivered to Ingleburn, NSW. Big problem there as I live in Melbourne.

Complained to AustPost - useless and completely not interested - as expected.

Rang Qantas wine and they tracked down my wine and confirmed that Australia Post had returned the damaged carton to them at their warehouse in Ingleburn. They quickly organised a replacement for me which arrived a week later .

For 3 days after sorting it out with Qantas wine however, Australia Post were still insisting that they had delivered my wine even though I had the evidence that it never left NSW.

First time in 9 years that I have ever had a problem with Epicure/Qantas Wine and very happy they responded so courteously and efficiently when asked.

Unfortunately the same cannot be said about Australia Post who kept on lying to me right the way through and even beyond the case being proven as their fault.

 

[Port Power]

I have never had a problem with Qantas wines, nor Australia Post. Orders arrive in a reasonable time, which currently means a bit longer than usual of course. My next delivery is coming to my house rather the post office box because I am at home more, but hopefully that makes no difference.

I can understand damaged cartons being returned to the warehouse, but advising “delivery has been completed” is not the whole truth and not good enough.

 

[SYD]

I’ve actually been super impressed with QF Wines delivery. Being SYD based I’ve had next day delivery - quite to my surprise! 2 biz days is typical.

AUSPOST is great and reliable also. The email, text and app alerts make it easy to follow and let you know when the delivery is arriving. We have the same guy delivering wine to the area. Always arrives between 7:30 to 8am - he knows we’ll be home. On the off chance he misses us he leaves a card for collection at the local post office.

 

[offshore171]

OP are you in WA like the other guy that was having issues?

 

[siri]

Its not Qantas wine that is the problem, it is a Aust post that used useless people and since they are heavy boxes they don't want to carry them to your door.
I have shown surveillance video to show that they don't even push video intercom since I have electric gate and always useless service.
I spoke to Qantas re this and they said, inner city is different delivery people and not Auspost and outer Sydney is auspost and always store manger select the delivery people and that explain the issue.
Even with all the issues Qantas has done great service delivering 2 cases of wine every time.
Hope Qantas review Auspost and given the delivery to reputed company.

 

[Rug]

Its not Qantas wine that is the problem, it is a Aust post that used useless people and since they are heavy boxes they don't want to carry them to your door.
I have shown surveillance video to show that they don't even push video intercom since I have electric gate and always useless service.
I spoke to Qantas re this and they said, inner city is different delivery people and not Auspost and outer Sydney is auspost and always store manger select the delivery people and that explain the issue.
Even with all the issues Qantas has done great service delivering 2 cases of wine every time.
Hope Qantas review Auspost and given the delivery to reputed company.

I agree. It used to be Fastway was woeful and Auspost great but since Covid and changes at Auspost all I can say is if you live in Melbourne ask for courier service. Example Fastway 1 week from SA delivered,; Auspost 3 weeks with raising customer inquiry. Very vommon and a worry with Xmas coming up.

 

[SOPOOR]

I have never had a problem with Qantas wines, nor Australia Post. Orders arrive in a reasonable time, which currently means a bit longer than usual of course. My next delivery is coming to my house rather the post office box because I am at home more, but hopefully that makes no difference.

I can understand damaged cartons being returned to the warehouse, but advising “delivery has been completed” is not the whole truth and not good enough.

I've had 4 orders in total over the past few years
1 order since covid.

And although it took 2 to 3 weeks, it was pretty efficient

I guess if something is delivered according to tracking, then its pretty straight fwd, only when you have problems is when the headaches start

 

[MR61]

Wow, BrockF, that is an extraordinary series of stuff-ups ! You are very patient. I have never (touch wood) had a problem with Qantas Wine or AusPost delivery, and I buy from Qantas Wine fairly often. Fingers crossed this resolves for you soon !

 

[Carlton3]

In September I ordered one bottle of wine to try before buying a six pack and didn't receive it. Rang Qantas Wine & they escalated the issue with Australia Post who responded that they had lost it. Qantas Wine immediately sent a replacement. Last year I ordered a dozen bottles that was delivered from Sydney to Perth even though it had a Melbourne address. The shipment was scanned in at the Perth warehouse and then disappeared. Again Qantas Wine replaced it immediately. So while they have problems with Australia Post, Qantas Wine has been good with replacements.

 

[egeaher]

sorry to hear about the mess up. I've placed 8 orders this year, with Qantas wine. So far so good. A bit surprised to hear about your misfortunes

 

[Portsoft]

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

HI,
You have been very unfortunate, I have made 3 or 4 orders in the last 2 years

Has anybody else been experiencing repeated failures from Qantas Wine lately?

I placed an order on the 20th of September for a 6 pack of wine that was not delivered. Tracking indicated it had been delivered and claim was raised with Auspost and emails sent to Qantas Wine Customer Service. Auspost informed me the wine had been "returned to sender" back to Qantas Wine, whilst Qantas Wine insisted that it had been correctly delivered. When pressed further with Qantas Wine and given the Auspost case file numbers and notes they eventually admitted that yes, it had been returned to them several days prior. Replacement 6 pack of wine was then organised to be sent out, as the originally ordered 6 pack was no longer available. This wine was damaged and again returned to Qantas Wine's Ingleburn Warehouse. At least this time I got some information from Qantas Wine advising me of this. Another replacement was organised and things were looking up, it arrived two days later, alas, the incorrect 6 pack of wine arrived and it was totally different to the requested replacement. (The emotional side of me was convinced that they were trying to end this saga with a replacement of wine valued at under half what was requested!) Called back Qantas Wine again and was told another 6 pack would be sent and they would send me an email confirmation confirming the replacement process - we are now into the replacement of the replacement of the replacement.
Waited 24 hours for the confirmation and not hearing anything call Qantas Wine today. Was told that my refund was being processed and would be 24-48 hours before complete. Eventually managed to talk to someone to explain that a replacement was what was agreed, not a refund. I have been told that everything is now sorted and I should have confirmation of the replacement within 24-48 hours. Fingers crossed I can enjoy the wine from mid September!

I haven't ordered wine from Qantas for several years and I was wondering if this was normal for this service, or have I had a severe run of no luck! Once the wine arrives I would be very hesitant to recommend this service if this is their "new normal". Apologies for the vent but it is getting quite frustrating.

Hi Sadly it seems that you have been very unfortunate I have placed 3 or 4 orders over the last 2 years and have received them all quickly and I live in regional WA ..

 

[PineappleSkip]

BrockF, think you just lucked out ... several times.

Bought cases or half cases several times over the past year and all arrived intact in good time. All delivered by Auspost to our PO Box (collected at counter) as we live in the sticks.

OTOH, had a couple stuffups with Auspost, the worst was an express post letter that took 33 days to arrive. Patient little old ladies at our LPO hefting too many heavy parcels onto the counter, I feel for them Since COVID.

possibly I have lived a relatively charmed delivery life.

 

[Port Power]

Re-reading the OP, I see the issue was Qantas saying wine was correctly delivered when it had actually been returned to the warehouse. Followed by their blunders with incorrect replacement wine. Not an Australia Post error at all.

BrockF had an unusual run of bad luck, which I wouldn’t say is the norm.

Anyway, I’ve just ordered some Pommery and Heidsieck to be delivered to the house rather than PO box and am hopeful all will go as smoothly as usual.