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...

 

[Major]

I'm impressed

Ordered some Malbec from Qantas on Tuesday and it's just been delivered to the front door. No damage, the correct wine and a big smile from the courier who brought it inside for me.

Well done QF Wine

Oops...make that Tuesday

 

[NM]

I'm impressed

Ordered some Malbec from Qantas on Tuesday and it's just been delivered to the front door. No damage, the correct wine and a big smile from the courier who brought it inside for me.

Well done QF Wine

Oops...make that Tuesday

well, you got a better outcome than me.

Last Friday I ordered some points that were supposed to come with a free case of "Elite Red Cellar Dozen" wines. Today (Tuesday) I received an email saying the order has been cancelled as they are "out of stock", and provided me a 10% off discount code for a future order.

While the future code is a nice gesture, I thought they might have called to see if I was interested in an alternate case of points for a similar $$$ price. Now I have to keep checking to find a combination of $$$ spend, points purchase and drinkable wine. And that cancelled purchase was time and sized to creep me over the PC+ line before the end of my membership year.

 

[DejaBrew]

And that cancelled purchase was time and sized to creep me over the PC+ line before the end of my membership year.

I hear there’s a deal going as of today for purchasing points

Jokes aside, yeah, that’s unfortunate.

 

[NM]

I hear there’s a deal going as of today for purchasing points

Jokes aside, yeah, that’s unfortunate.

I do have about 8 weeks until end of year, but still sitting about 50K short of PC+. I generally earn around 10-15K/month from just living/existing, so was looking for a simple 20K-ish to drop me over the line. So long as the 10% discount code I was provided stacks with PC+ 10% discount, then there are a few options there now that could purchase at around 65 points/$, which is not too shabby. But a little more $ than I want to spend and a few more points than I require.

Perhaps I'll just keep monitoring the options and see if the points devaluation prompts any better points purchase deals via the wine site.