Worst Qantas Experience Ever

[AussieMark]

I have always been such a strong supporter and advocate of Qantas.

Having been a member my whole life and always choosing to travel Qantas whenever possible, I am shocked at the terrible customer service I have received. If it was a once off, perhaps that is normal every now and then but repeated and CONTINUED?

It has been so bad that I am seriously considering never traveling with Qantas again and avoiding them at all costs. Absolutely appalling. Even trying to get in touch with someone to file a complaint I have been sent around in circles over and over. I tried calling the Head office and was simply put on hold for 20 minutes resulting in $20 phone bill.

I ordered something from the frequent flyer store in NOV 2008. It is now April 2009. You would think it would have arrived by now. But no... After a couple of months I called up to check on the progress and was told it would arrive at some stage.

Another two months go by and nothing. So I call up again and Oh no your order wont be coming to you anymore. We took that product off our site. WELL Thank you for telling me?! A phone call would have been nice. So now its been six months only to be told I wont be getting anything. What a waste of time and all my phone calls.

But it gets better... I am told I will get a refund so I wait another month and nothing... No refund at all. So I call up to complain once again and am told 'I dont know why you dont have a refund, call back if its not there next week.' Well I am and sick and tired of calling thank you very much.

To make matters worse this is the second or third time this has happened. This is the absolute worst customer service ever. Everytime I ask for a manager I am told they are currently unavailable.

Who Can I complain to?! Unless Qantas does something amazing in the next 14 days and impresses me I am off qantas for good and going to complain to every single person I ever met to the rest of my life lol.! Seriously.

I want to be reimbursed for all my phone calls and I want an apology!

 

[NM]

You may want to read this thread for some other experience with the Qantas Frequent Flyer store.

 

[AussieMark]

If its the same post I am thinking of I feel that person's pain! haha but I will double check to see if its the same one I read

 

[SnowYeti]

I feel your pain, and I think there are two things you need to do

a) You need to contact your bank and tell them that you never received product for transaction on xx/xx/xx and need to reverse it. Since they never delivered anything, you will get a refund, the downside is, this will probably take a month or two depending on your bank.

b) Write to customer care. I'd say you will get a voucher. Explain everything, timelines, and they will get you a refund if the bank doesn't, and also apologise. Do it via the e-mail form, include your FF number too.

What has happened to you is pretty pathetic, even though the FF store is not run by Qantas, the managers at Qantas should be more responsive to your complaint.

Good luck, and I'm sure it'll resolve, but it'll take some button pushing!

 

[ANstar]

I
a) You need to contact your bank and tell them that you never received product for transaction on xx/xx/xx and need to reverse it. Since they never delivered anything, you will get a refund, the downside is, this will probably take a month or two depending on your bank.g!

I presume the OP paid with FF points not a CC so calling the bank probably won't get them their points back!

 

[munitalP]

Thay sucks...

Is Qantas responsible for the QF FF store or is it another company in the supply chain?

I feel you pain having recently gone through a velocity hire care redemption...

Mr!

 

[Flashback]

I believe it is Carlson Marketing.

 

[MelUser]

I think also that one needs to separate Qantas the core business - ie flying etc from their shop (which isn't even run by them as has been pointed out).

Qantas may find that they have to change contractors if Carlson gives their customers bad service and therefore tarnishes Qantas's name - this is why it is seldom a good idea for companies to deviate from their core expertise - by all means promote someone as a "program partner" but don't give them your good name to ruin!

 

[2muchplastic]

It's a real shame, as this kind of exercise should not be difficult to do - order comes in from the web, they take something off the shelf (or order if necessary), shove it in a bag and drop it at the nearest AusPost shop.

By contrast, I ordered an iPod Touch 32gb from the Etihad FF store a couple of months ago. As they wouldn't send it to Aus, I used my folks address in the UK. Rang my mother 2 days after ordering to ask them to send it on, and then got a text message 3 hours later to say that it had arrived there!

Freebie $550 ipod for 75000 miles and a bit of sweet talking to Mum , compared a huge amount of frustration and phone calls for the equivalent with QFF?

 

[ANstar]

I think also that one needs to separate Qantas the core business - ie flying etc from their shop!

What they should do is call the shop the Carlson store or something else other than Qantas - that way they can distance their brand from the awful fulfillment issues a little more.

 

[simongr]

I think also that one needs to separate Qantas the core business - ie flying etc from their shop (which isn't even run by them as has been pointed out).

Qantas may find that they have to change contractors if Carlson gives their customers bad service and therefore tarnishes Qantas's name - this is why it is seldom a good idea for companies to deviate from their core expertise - by all means promote someone as a "program partner" but don't give them your good name to ruin!

I actually dont think we as consumers shoudl separate the brands. QF are using their brand loyalty to profit from the QFF shop so they should expect to be "punished" when the shop fails to meet customer expectations no differently than if they served bland/unpleasant soup in J SYD-HKG....

 

[AussieMark]

Thanks for all the feedback guys.

Correct I used only qantas points to purchase.

Gee I was considering switching to Virgin just because of all this as it has happened time and time again. Lol but as one of you mentioned your bad experience redeeming through Virgin Velocity store I wonder?

Who handles the velocity, is it Virgin or do they also outsource.

I feel like starting an awareness campaign of how terrible the qantas frequent flyer store is. I mean whenver someone on here posts about it we get like twenty people sharing similar experiences. What if we went australia wide across multiple mediums, how many people then would share?

Scary...