QF wine are hopeless

[astrosly]

Yes Qantas Wine are hopeless ... my experience in this post:

Quick points

I am 11000 points from the 150000 required this year to earn 2 lounge passes, what might be an economical and quick way to make up the difference in the next 4 weeks. Any help appreciated.

www.australianfrequentflyer.com.au

 

[astrosly]

As a follow up - Qantas Wines have refunded the cost of the missing case onto my credit card. They've also taken back the points for that case from my Frequent Flyer account. It's only a few hundred points, and they are entitled to do that, but I feel it's not a good look in terms of customer service. I'm finding the deals from Vinmofo more attractive at the moment.

I had a refund where I also experienced the reversal of about 600 points credited to my QF account for a purchase never received. I made a complaint with QFF because it took me weeks and many calls and emails to get a refund and they didn't advise they would be taking the points back and felt that they should honour the points for the inability to provide the goods and the time and effort to have it rectified. I received an apology and the points were credited back.

Post automatically merged: Jan 11, 2022

How long are orders taking to progress from 'processing' to delivery currently?

My recent experiences are anything from one week to never.

 

[Duffa]

I just ordered my first ever QF wine.
Arrived in rural Victoria 5 days after order
$32.01 for case of 12 - $2.67 per bottle (10% off premium member, $50 birthday voucher, free delivery and factoring the 15,000 bonus points to buy an economy flight to Sydney). What's not to like about that? Unless, the wine is a dud!!
Rosenthal Marker Pinot Noir 2021

EDIT: 6pm ----- the wine is rather good - I might buy another dozen

 

[Blackswan]

I agree 100% with the title of this thread. I ordered a case of Pommery weeks ahead of Xmas, for delivery to Perth. Didn't arrive after 3.5 weeks, so called to cancel. The cancellation process was infuriating - took a week and a half, and hours on the phone before they'd agree to the refund (they said they wouldn't refund without AusPost confirming that it hadn't been delivered).

I wasn't annoyed at the delay/lack of delivery (given the current supply/logistics issues) - but I was annoyed by the way QF wine made the refund process so difficult. Never again.

 

[Daver6]

I agree 100% with the title of this thread. I ordered a case of Pommery weeks ahead of Xmas, for delivery to Perth. Didn't arrive after 3.5 weeks, so called to cancel. The cancellation process was infuriating - took a week and a half, and hours on the phone before they'd agree to the refund (they said they wouldn't refund without AusPost confirming that it hadn't been delivered).

I wasn't annoyed at the delay/lack of delivery (given the current supply/logistics issues) - but I was annoyed by the way QF wine made the refund process so difficult. Never again.

When companies start getting like that I give them a 48 hour deadline. I tell them if they haven't refunded my money I'll initiate a charge back with the credit card company. It's amazing how suddenly they can become compliant.

 

[clifford]

Well, since my last post, I decided to ditch the (useless) people in the Philippines and talk to the Qantas Wine people in Australia. They were genuinely concerned and made a number of enquiries and discovered that several customers were in the same boat.

Today they advised me that there had been some "IT issues", and had manually updated my account with the missing 21,250 points.

So, kudos to them, and I won't be contacting the Philippines call centre again.

Wine arrived last Sunday. Quite happy with that.

The 21,250 points are nowhere to be seen. The disinterested person I spoke to in the Philippines said that I have to wait at least 15 working days before they would even think about doing anything.

Doesn't reflect well on Qantas, and will make me think twice about spending money with Qantas Wine in the future.

 

[kookaburra75]

Well, since my last post, I decided to ditch the (useless) people in the Philippines and talk to the Qantas Wine people in Australia. They were genuinely concerned and made a number of enquiries and discovered that several customers were in the same boat.

Today they advised me that there had been some "IT issues", and had manually updated my account with the missing 21,250 points.

So, kudos to them, and I won't be contacting the Philippines call centre again.

How did you get in contact with the Qantas Wine people in Australia? I tried through the webform email, and the only phone number took me to the overseas call centre. It might have made my situation a lot less frustrating.

 

[clifford]

How did you get in contact with the Qantas Wine people in Australia? I tried through the webform email, and the only phone number took me to the overseas call centre. It might have made my situation a lot less frustrating.

Ah, when you phone the publicised Qantas Wine 1800 505 004 number, you just select the "purchase wine" option and that puts you through to the Australian call centre. They tend to be quite helpful there for all sorts of queries, in my experience.

Under no circumstances should you select the option for missing/delayed deliveries, as that will put you through to the Philippines call centre. One shudders to think how they could resolve such a problem...

 

[Bundy Bear]

Ah, when you phone the publicised Qantas Wine 1800 505 004 number, you just select the "purchase wine" option and that puts you through to the Australian call centre. They tend to be quite helpful there for all sorts of queries, in my experience.

Under no circumstances should you select the option for missing/delayed deliveries, as that will put you through to the Philippines call centre. One shudders to think how they could resolve such a problem...

Well tried going through to sales, couldn't help, now transferred to the Qantas wait team.

Option one is for late deliveries, option 2 is for sales.

Qantas and Australia post partners in delays.

I have decided to ask for a refund.

It seems no one at Qantas cares.

 

[kookaburra75]

And again, the Qantas Wines lack of customer care strikes again.

Back story - I ordered a 6 bottle case of Moet on 5 Dec, as a Christmas present for my parents who live in Hervey Bay Qld. The estimated delivery date was 11 Dec. All good I thought. On 17 Dec I received an email from Qantas Wines to say the delivery was delayed, and they were following it up with the carrier (Australia Post). I went in and checked the tracking record, and this is what I saw.

The delivery has gone from Sydney to Perth (instead of Brisbane), back to Sydney, onto Brisbane and hopefully in the next day or so, onto Hervey Bay. I called Qantas Wines to ask what happened when they contacted the carrier (as per their email), but they had no information to say the delivery had been delayed - I got through to the Australian based team using the 2 - Sales option on the phone.

I asked that given the wine has been on a non air-conditioned track for nearly two weeks, what if the wine has been spoiled? The answer was maybe they would still like it. Again, the customer service element has been missed. I should have used Dan Murphys.

Sigh...

 

[Daver6]

And again, the Qantas Wines lack of customer care strikes again.

Back story - I ordered a 6 bottle case of Moet on 5 Dec, as a Christmas present for my parents who live in Hervey Bay Qld. The estimated delivery date was 11 Dec. All good I thought. On 17 Dec I received an email from Qantas Wines to say the delivery was delayed, and they were following it up with the carrier (Australia Post). I went in and checked the tracking record, and this is what I saw.
View attachment 359179
The delivery has gone from Sydney to Perth (instead of Brisbane), back to Sydney, onto Brisbane and hopefully in the next day or so, onto Hervey Bay. I called Qantas Wines to ask what happened when they contacted the carrier (as per their email), but they had no information to say the delivery had been delayed - I got through to the Australian based team using the 2 - Sales option on the phone.

I asked that given the wine has been on a non air-conditioned track for nearly two weeks, what if the wine has been spoiled? The answer was maybe they would still like it. Again, the customer service element has been missed. I should have used Dan Murphys.

Sigh...

You would be mad to accept that delivery. Anyone wine shipped across the country in summer is not going to be in good shape. I'd just request a refund. Knowing how incompetent QF Wine are, you'll still receive in at some point.

 

[Franky]

And again, the Qantas Wines lack of customer care strikes again.

Back story - I ordered a 6 bottle case of Moet on 5 Dec, as a Christmas present for my parents who live in Hervey Bay Qld. The estimated delivery date was 11 Dec. All good I thought. On 17 Dec I received an email from Qantas Wines to say the delivery was delayed, and they were following it up with the carrier (Australia Post). I went in and checked the tracking record, and this is what I saw.
View attachment 359179
The delivery has gone from Sydney to Perth (instead of Brisbane), back to Sydney, onto Brisbane and hopefully in the next day or so, onto Hervey Bay. I called Qantas Wines to ask what happened when they contacted the carrier (as per their email), but they had no information to say the delivery had been delayed - I got through to the Australian based team using the 2 - Sales option on the phone.

I asked that given the wine has been on a non air-conditioned track for nearly two weeks, what if the wine has been spoiled? The answer was maybe they would still like it. Again, the customer service element has been missed. I should have used Dan Murphys.

Sigh...

I live in Perth and know where Welshpool is, but have never heard of the other place but it is becoming more and more frustrating how many indigenous names are being used for no valid reason....

 

[muppet]

And again, the Qantas Wines lack of customer care strikes again.

Back story - I ordered a 6 bottle case of Moet on 5 Dec, as a Christmas present for my parents who live in Hervey Bay Qld. The estimated delivery date was 11 Dec. All good I thought. On 17 Dec I received an email from Qantas Wines to say the delivery was delayed, and they were following it up with the carrier (Australia Post). I went in and checked the tracking record, and this is what I saw.
View attachment 359179
The delivery has gone from Sydney to Perth (instead of Brisbane), back to Sydney, onto Brisbane and hopefully in the next day or so, onto Hervey Bay. I called Qantas Wines to ask what happened when they contacted the carrier (as per their email), but they had no information to say the delivery had been delayed - I got through to the Australian based team using the 2 - Sales option on the phone.

I asked that given the wine has been on a non air-conditioned track for nearly two weeks, what if the wine has been spoiled? The answer was maybe they would still like it. Again, the customer service element has been missed. I should have used Dan Murphys.

Sigh...

Exact same thing happened to me. Still deciding whether or not I’ll return it.
When I saw it was in Welshpool I checked the weather in Perth and along the way - there weren’t extremely hot days - late 20s.

 

[kangarooflyer88]

Ordered 2 cases of 6 bottles of wine over the phone early this month. Was offered 2000 points for calling in, in addition to the 21,500 bonus points from the actual wine. Points from the wine came in but not for placing the order over the phone. Called them late last week to check on the status of that and was told they’d follow up with the sales rep and credit my account if that is the case. Followed up with them again yesterday and told the same thing.

I’ll give them a little bit more time to straighten this out but if we’re into January Qantas legal will be hearing from me along with the ACCC since I believe promising something that is not honoured is a violation of Australian Consumer Law.

 

[Jacques Vert]

Ordered 2 cases of 6 bottles of wine over the phone early this month. Was offered 2000 points for calling in, in addition to the 21,500 bonus points from the actual wine. Points from the wine came in but not for placing the order over the phone. Called them late last week to check on the status of that and was told they’d follow up with the sales rep and credit my account if that is the case. Followed up with them again yesterday and told the same thing.

I’ll give them a little bit more time to straighten this out but if we’re into January Qantas legal will be hearing from me along with the ACCC since I believe promising something that is not honoured is a violation of Australian Consumer Law.

Are you talking to Qantas Loyalty in Manila or Qantas Wine in Australia? Need to contact the latter if you want things to progress.

 

[SYD]

Ordered 2 cases of 6 bottles of wine over the phone early this month. Was offered 2000 points for calling in, in addition to the 21,500 bonus points from the actual wine. Points from the wine came in but not for placing the order over the phone. Called them late last week to check on the status of that and was told they’d follow up with the sales rep and credit my account if that is the case. Followed up with them again yesterday and told the same thing.

I’ll give them a little bit more time to straighten this out but if we’re into January Qantas legal will be hearing from me along with the ACCC since I believe promising something that is not honoured is a violation of Australian Consumer Law.

Meanwhile, where is the wine? AustPost app is your friend.

I’d be more concerned about wine sitting in Kemps Creek over Christmas/New Year than a measly extra 2k points.

SYD+1 order 3x cases online about the same time. They arrived earlier this week.

 

[kangarooflyer88]

Are you talking to Qantas Loyalty in Manila or Qantas Wine in Australia? Need to contact the latter if you want things to progress.

I've been talking to Qantas Wine for the missing points (unsure if they're based in Australia - I'll assume they are for the sake of argument)

Meanwhile, where is the wine? AustPost app is your friend.

Wine has arrived, although one case took until yesterday to show up.

 

[Jacques Vert]

I've been talking to Qantas Wine for the missing points (unsure if they're based in Australia - I'll assume they are for the sake of argument)

Qantas Wine are based in Australia. IME it can take up to two weeks for the "phone bonus" points to come through.

 

[DejaBrew]

Received this morning….
Would this be the wine I ordered 6 days ago? The same wine delivery that AusPost notified me about 5 days ago and the very same wine that was delivered 2 days ago?

On the strength of this, I’m not expecting to see my FF points landing anytime soon…

 

[SYD]

Received this morning….View attachment 391485
Would this be the wine I ordered 6 days ago? The same wine delivery that AusPost notified me about 5 days ago and the very same wine that was delivered 2 days ago?

On the strength of this, I’m not expecting to see my FF points landing anytime soon…

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