Failure to credit Cellarmasters spend into EDR account

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ozflier

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I'm not sure which thread to put this in as this is discussed in another one but the title seems more appropriate to the discussion here.

I hope that my wife is the only one who is getting the major run round with missing Qantas points from Cellarmasters.

My wife does he online wine buying thru Cellarmasters partly because of the Qantas points and has done for the last 3 years.

I checked her account round seven months ago and discovered not one point has ever come from them in her EDR account or in her QFF acct. I am talking about nearly 3000 points that are missing .

And yes I have checked her name is correct in the cellarmasters account and that her EDR card number is correct and that it is linked to the correct QFF account .All are fine.

Starting six months , my wife has sent 3 emails and made 5 phone calls to Cellarmasters . They have confirmed all the details are correct and that the points have been transferred to EDR in a timely manner. They would check and get back to me if any problems - no problems found.

So I start ringing - 2 times to Cellarmasters and they insist it is EDRs fault .

So I rang EDR- of course the first EDR agent blames Cellarmasters and the next agent believes the most likely problem is that my wife does not swipe her EDR card properly at the Cellarmasters store!! This girl is clearly well informed about Woollies' businesses. They will try and check and see if the points have gone missing but would not guarantee they would find them. The second agent did not seem to grasp the concept of online purchases / standing orders etc.

If I showed proof from Cellarmasters of the transfer of points to EDR , would they be credited to my wife's account - no they need to be transferred electronically. Then another lecture about how to swipe our EDR card at the Cellarmasters store!


Finally , I said I wanted to speak to the lady's Supervisor - not easy to do she says - is there anything else she could explain better etc etc. I did not want another lecture on how to swipe the EDR card at Cellarmasters stores.

In the end , I insisted . Apparently it takes 3-6 hours for an EDR Supervisor to get back to you so we are waiting.

It may be worthwhile checking on your points allocations - difficult to imagine that is just one individual being affected by this issue.

I'm not sure who is at fault here but it would seem to me that someone from Cellarmasters should step up to the plate and take some responsibility and fix the problem.

I'll let you know what happens .
 

rainbowgirl

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Other members have reported problems with Cellarmasters QFF points being transferred to their accounts. I've mainly heard stories about bonus points but it sounds like you are having trouble with base points as well. There are details on some of the other threads in the forum but I can't remember the exact threads the problems have been reported on. I think if you contact QF WP and whatmeworry they may have some relevant stories to share. Cellarmasters have even admitted in one correspondence that they seem to be having more problems than usual with this issue.

The first line EDR call centre staff have never impressed me so I always use the online contact us form. It's good that you will be getting a supervisor to call you back. The supervisor staff have more access to your account details and may be able to figure out what is going on.

I think it's terrible that the call centre staff don't know that Cellarmasters is online only.

Good luck with your chasing. I hope all the points come through.
 

ozflier

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Update,

No call from an EDR Supervisor yet ( still, only 4 days! )

Did get an apologetic call from Cellarmasters to confirm points definitely had gone to EDR!

He commented that once , CM points went straight to QFF - things were ok then but now they have to go to EDR first . He thinks that there may be a glitch in that part of the process.
 

QF WP

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I understand your pain ozflier - I commented as to my process for getting them in the EDR Cellarmaster thread 2 weeks ago - from post #551. If you want, I could PM you the names of the really helpful Customer Service people who understood the process...whilst making sure I don't give you the one Cellarmaster name who was completely clueless :eek:
 
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QF WP

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Any luck yet with your crediting to EDR (and onto QF) ozflier. I'm still waiting after a partial success...
 

ozflier

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Any luck yet with your crediting to EDR (and onto QF) ozflier. I'm still waiting after a partial success...
No but there has been some movement in that direction.
CellarMasters actually tried to contact EDR to see what is going on - both by email and by phone .
In both cases ,EDR cited privacy reasons why they could not discuss.
I rang EDR again and eventually a supervisor agreed to ring CM himself - that was a week ago - nothing back yet!
 
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I gave up (after getting a partial success) and now just buying from Epiqure (better wines with commensurately higher bonus points per $). They only had one change to make a bad impression. All emails get a quick "delete"
 
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