QF wine are hopeless

[DejaBrew]

IME, the points often post when that email is sent but I’ve never received the notification after the wine!

Yep, points just posted so I guess that’s a good thing. Now to see whether I get bonus wine to go with my bonus points?

(Wishful thinking I know)

 

[CaptainCurtis]

Does anyone have a contact at Qantas Wine or a way to make a complaint? I made 2 separate orders a few weeks ago - both for a single bottle of 2014 Meshach using a $50 voucher on each. The 2019 unfortunately arrived, and I'm having difficulties getting a refund/replacement. Agents are unable to tell me if a voucher can be reinstated, and they're unsure if there is stock of the 2014 available. First line agents have been entirely unhelpful.

 

[kookaburra75]

Does anyone have a contact at Qantas Wine or a way to make a complaint? I made 2 separate orders a few weeks ago - both for a single bottle of 2014 Meshach using a $50 voucher on each. The 2019 unfortunately arrived, and I'm having difficulties getting a refund/replacement. Agents are unable to tell me if a voucher can be reinstated, and they're unsure if there is stock of the 2014 available. First line agents have been entirely unhelpful.

When you call the number, select option 2 for Sales and that will get you the Australian based team, who have more say in getting problems sorted. Option 1 gets you the overseas call centre who unfortunately have no power to solve your problems.

 

[superfaceman]

Does anyone have a contact at Qantas Wine or a way to make a complaint? I made 2 separate orders a few weeks ago - both for a single bottle of 2014 Meshach using a $50 voucher on each. The 2019 unfortunately arrived, and I'm having difficulties getting a refund/replacement. Agents are unable to tell me if a voucher can be reinstated, and they're unsure if there is stock of the 2014 available. First line agents have been entirely unhelpful.

I have ended up with 6 bottles of the 2019 also.

I did the online returns for one and it would have let me but I needed to post the bottle back first.

Considering I used vouchers for each and I didnt know if the 2014 would turn up I just kept them.

The 2019 retails for more, but is 5 years away from being drinkable.

FWIW I got a half case of 2014 from Langtons and it was vile. Got my money back on them all. Improperly cellared maybe.

 

[Steady]

I have ended up with 6 bottles of the 2019 also.

I did the online returns for one and it would have let me but I needed to post the bottle back first.

Considering I used vouchers for each and I didnt know if the 2014 would turn up I just kept them.

The 2019 retails for more, but is 5 years away from being drinkable.

FWIW I got a half case of 2014 from Langtons and it was vile. Got my money back on them all. Improperly cellared maybe.

Welcome to posting on AFF @superfaceman - hopefully it isn’t another 11 years until your second

 

[DejaBrew]

Welcome aboard AFF @superfaceman

 

[CaptainCurtis]

Does anyone have a contact at Qantas Wine or a way to make a complaint? I made 2 separate orders a few weeks ago - both for a single bottle of 2014 Meshach using a $50 voucher on each. The 2019 unfortunately arrived, and I'm having difficulties getting a refund/replacement. Agents are unable to tell me if a voucher can be reinstated, and they're unsure if there is stock of the 2014 available. First line agents have been entirely unhelpful.

I've been unable to resolve this issue during the week, after close to 5 hours on the phone and countless emails, so have just lodged an NCAT claim.

 

[CaptainCurtis]

I've been unable to resolve this issue during the week, after close to 5 hours on the phone and countless emails, so have just lodged an NCAT claim.

I lodged a Fair Trading complaint at the same time, and received a call from a case manager yesterday. Fairly surprised, as in the past I have never received any responses to my complaints to Fair Trading. The case manager is dedicated to Qantas, so hopefully a resolution before the NCAT hearing currently scheduled for mid-December.

 

[CaptainCurtis]

Called Qantas Wine for an update, and was immediately transferred to Jolmer from the Executive Relations team, based overseas. Advised he had received my AFCA complaint and initial correspondence from Fair Trading. Told to expect a response in 2-3 business days.

 

[CaptainCurtis]

The Executive Relations team have offered a replacement of the wine with correct vintage, full refund (including reinstatement of 2 x $50 vouchers used), and confirmation that I will retain the points (~12k) earned on the purchase. So basically wine and points for free...well for the $60 NCAT fee, which I of course told them I would like reimbursed or compensated by way of further points. Waiting to hear back.

 

[oz_mark]

Called Qantas Wine for an update, and was immediately transferred to Jolmer from the Executive Relations team, based overseas. Advised he had received my AFCA complaint and initial correspondence from Fair Trading. Told to expect a response in 2-3 business days.

AFCA? or is that NCAT?

 

[CaptainCurtis]

AFCA? or is that NCAT?

Sorry, NCAT.

 

[CaptainCurtis]

The Executive Relations team have offered a replacement of the wine with correct vintage, full refund (including reinstatement of 2 x $50 vouchers used), and confirmation that I will retain the points (~12k) earned on the purchase. So basically wine and points for free...well for the $60 NCAT fee, which I of course told them I would like reimbursed or compensated by way of further points. Waiting to hear back.

Final update: Case has been settled, with marginally better compensation as described above. My recommendation for anyone going through similar issues is to raise the NCAT and Fair Trading complaints. It seems to be the only way to get issues resolved at Qantas, with compensation to boot.

 

[Franky]

Final update: Case has been settled, with marginally better compensation as described above. My recommendation for anyone going through similar issues is to raise the NCAT and Fair Trading complaints. It seems to be the only way to get issues resolved at Qantas, with compensation to boot.

I haven't used them for a number of years, but never had any issues with them at the time...