Qantas Wine latest offering

[Daver6]

Isn't this all handled by Australia Post? I doubt the average employee at Epiqure (or equivalents like DM, 1st Choice etc.) have any idea how that all works once it's left their warehouse and disappeared into their courier's system. You'd need to speak to specialist wine merchants to find anyone who cares about how the wine's transported.

Aus Post and apparently some DHL. If they don't know, the correct response should be I'll find out for you. My rule of thumb for wine transportation and storage is it should be no different to how one would treat chocolate.

The more people who kick up a stink and refuse to sign for products delivered in poor condition, the sooner they will take note and improve things. It can't be cheap have to ship something out, back and then a new product out again.

 

[Tooner]

If that's how their customer service operates, very trashy. If I order from them again, it looks like it will have to be during winter.

And they wanted me to pay $49 to continue my premium membership :shock:

 

[AnonymousCoward]

Aus Post and apparently some DHL. If they don't know, the correct response should be I'll find out for you. My rule of thumb for wine transportation and storage is it should be no different to how one would treat chocolate.

The more people who kick up a stink and refuse to sign for products delivered in poor condition, the sooner they will take note and improve things. It can't be cheap have to ship something out, back and then a new product out again.

What chocolate costs $10/1.5kgs? Other than Cadburys, and nobody ships 1.5kgs of Cadburys chocolate to you via anything other than a run-of-the-mill Aus Post or courier, surely?

Are for poor condition - the better merchants offer insurance for that type of thing, being that wine is perishable, and that they don't control the logistics chain. The rest - well, you get bare-bones margin wine, and self-insure against that type of eventuality.

 

[Daver6]

Following up on the hot wine issue. I spoke to epiQure last week. They could see the wine was on the way back. Lots of I don't knows etc. Said I could either have the money refunded or they can resend the wine. I opted for the latter. Just received a call from a lady who clearly didn't want to be talking to me. She tells me she has received an email from her supervisor to inform me that they will refund the money. I told her from the conversation last week, I'd like the wine, not the money.

She told me that they can't guarantee the same thing won't happen again as they have no control over the weather. I did explain that they do have control over how and when they deliver the wine. She re-affirmed that she is only talking to me because her supervisor sent an email, blah blah blah.

Such poor customer service.

As a follow up to this. I was promised during that phone call that I would be notified either by phone or email when the wine was being shipped. Was told a couple of days. I had not heard anything by Thursday evening so got in touch via Twitter.

The response via Twitter:

Hi David, our records indicate as we can't guarantee a reorder will not be affected by heat either that a full refund was processed of your order. This should now be appearing back on the same credit card used to make the original order. Regards, Erin

It was made very clear on the phone that I wanted the wine, not the refund. This was agreed to. How hard is it to do what you say you'll do?

Secondly, with that response, why don't they be a little more proactive in how they ship wine? epiQure market themselves as some sort of premium wine service for the discerning and educated drinker. Other companies can get it right with wine delivery, so I know its possible.

Again, so frustrated with what should be so simple. I'm seeing very little value in buying from epiQure now. Only 1 point per dollar spent instead of the three. You can pay $99 for earn the 3, but little else is offered for that. They tell you it gets you access to events, but if you don't live in Sydney, not much point. Le sigh.

 

[AnonymousCoward]

What companies? At best they control when it's shipped, but beyond that it's still out of their control. If you're the last stop for the courier that day, it can still sit in an oven of a truck all day. Or it sits in their warehouse over a weekend or similar. I've had good results with Langtons, but they charge extra for insurance to cover these costs.

But I do agree that Epiqure has little to recommend it these days. I guess early on they had the budget to grow the business. Now it's just another profit centre that's no different to any other online retailer.

 

[Daver6]

What companies? At best they control when it's shipped, but beyond that it's still out of their control. If you're the last stop for the courier that day, it can still sit in an oven of a truck all day. Or it sits in their warehouse over a weekend or similar. I've had good results with Langtons, but they charge extra for insurance to cover these costs.

But I do agree that Epiqure has little to recommend it these days. I guess early on they had the budget to grow the business. Now it's just another profit centre that's no different to any other online retailer.

Every winery I've ordered from direct. Non-wineries that get it right are D'Or to Door and Eurocentric come to immediate mind. Even Vinomofo. Every time I've had a delivery from them its been dropped off first thing in the morning.

I disagree that once its shipped its out of their control. If the courier isn't doing the right thing, then the company can put pressure on them to do so or change couriers.

 

[AnonymousCoward]

. Even Vinomofo. Every time I've had a delivery from them its been dropped off first thing in the morning.

I disagree that once its shipped its out of their control. If the courier isn't doing the right thing, then the company can put pressure on them to do so or change couriers.

Nexday must have hundreds or thousands of drivers. Whether you get it first thing in the morning must be down to your driver surely. Most wouldn't necessarily know what's in the boxes or whether your box is more valuable that someone else's. And from my experience I've had Nexday drivers that have been so busy that they couldn't get around to me - the box sat in their van all day and then ended up going back to depot for redelivery.

As for AP - not sure any small scale operation like Epiqure or a cellar door has any influence on the parcel delivery operations of a behemoth like AP.

Edit: I think the issue here is paying for general delivery yet expecting some kind of preferential delivery service. Perhaps if there were a proper wine delivery service, then insulated or refrigerated trucks would be available. I would expect this would cost a lot more than the $9-10/box we pay today though

 

[Daver6]

Well the final word on my order and this will confirm something I (and probably others) have suspected all along. QF phone staff will happily tell you whatever lie is needed to just get you off the phone with zero intention of doing what they say.

A Qantas rep has acknowledged my version of events (being told I will have the wine sent, rather than a refund) is correct but they weren't ever going to do that. Nothing like knowing for a fact you've been lied to.

 

[Buzzard]

IMHO wine isn't so sensitive that it will be ruined by sitting on a truck all day. I've been getting wine delivered for over 30 years and can't say I've had off wine for this reason. Even at the winery, who knows where they are keeping it on the pallet whilst they wait for the truck to pick it up, regardless of who the transport company is?

 

[samh004]

Not a bad offer out today, particularly on the Bests Great Western Bin 1 Shiraz 2013, case of 6 for $149 and a bonus 5000 points makes me very happy

 

[Mr_Orange]

Not a bad offer out today, particularly on the Bests Great Western Bin 1 Shiraz 2013, case of 6 for $149 and a bonus 5000 points makes me very happy

Yeah, not too bad. I'm not so sure about some or the other 'deals' though, particularly the Grange one!

 

[Steady]

I am after some bubbles and the Innocent Bystander Prosecco with 5K bonus points caught my eye - What is it like BC20?
(I would just burn 15k of points)

 

[Bindibuys]

Not a bad offer out today, particularly on the Bests Great Western Bin 1 Shiraz 2013, case of 6 for $149 and a bonus 5000 points makes me very happy

Yep, already ordered.

 

[blackcat20]

I am after some bubbles and the Innocent Bystander Prosecco with 5K bonus points caught my eye - What is it like BC20?
(I would just burn 15k of points)

Not my favourite Prosecco but still quite drinkable (the Gapsted is my current prosecco of choice).

 

[Rugby]

Not a bad offer out today, particularly on the Bests Great Western Bin 1 Shiraz 2013, case of 6 for $149 and a bonus 5000 points makes me very happy

I've been fairly Vinomofo focussed lately, but I couldn't resist this one either.

 

[Rugby]

I've been fairly Vinomofo focussed lately, but I couldn't resist this one either.

I also saw tonight that the Yangarra Shiraz 2013 was back, reduced a little in price to $24, with 2000 bonus points. We love that wine so I had to get a six pack.

 

[Steady]

Last year I was sent an email with some discount codes by QF as a birthday gift- one was for 10% off wine @ Epiqure and I think it was single use.

Does anyone know it this is a regular thing?

I am also wondering if it will make a difference that I am no longer a member.

 

[drross]

Last year I was sent an email with some discount codes by QF as a birthday gift- one was for 10% off wine @ Epiqure and I think it was single use.

Does anyone know it this is a regular thing?

I am also wondering if it will make a difference that I am no longer a member.

wow. haven't seen a similar offer.

 

[Steady]

I will try to dig up last years email

 

[drross]

anyone going to the wine fair in Briz?