QF wine are hopeless

jrod

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I’ve ordered heaps from them over the last few years. Probably 30-40 cases and had only a couple issues but always resolved in my favour/to my satisfaction.

I also steer clear of their mystery mixed cases, a couple years ago I ordered some and most went down our sink
 

Matt_01

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Mar 12, 2016
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My last order did not arrive and I received an email saying it had been returned to sender, as I had not received the package or returned to sender I called QF as I was curious as to what had happened. After providing the order details the agent did some checking and advised that the order had been damaged in transit, my immediate thought was some soaked box that may have had some shaking sound when handled :pAnyhow QF offered to refund or send another package, I opted for the later and a few days later it arrived. IME QF wine service is not bad.
 

jc14

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Has anyone used the "Money-Back Guarantee" from Qantas wines? If so does it include free return postage.
 

jc14

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Never had the need, all of my orders have arrived safe and well…
Hi Franky, all my orders have arrived safe and well too. I was referring to the "**Money-Back Guarantee, Qantas Frequent Flyer members have 90 days from the date of purchase to contact us to arrange the return of the product. If you return a case, you must return it with no more than two bottles opened to be eligible for a refund. Refunds will be processed within 14 days of successful lodgement."

Just wondering if anyone has used this service as I'm thinking of buying the mystery case but would like the "safety net" in case I don't like the wines received.
 

kookaburra75

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My experience with Qantas Wines has up until now been positive, but the wheels and well and truly fallen off this time. I ordered two cases of sparkling, one being the Festive Special. One made it within a week, the other has gone missing (the courier tracking shows it hasn't been picked up from Qantas Wines yet). After six week, and several calls and emails, promises that it will be looked into and someone will get back to me, no-one knows what is going on and I haven't been contacted with updates. I've asked for a refund for the missing case, but even that seems to too hard. Unfortunayly I don't think the call centre staff have been provided the training, or have the knowledge or authority to track down and fix things.

I'm going to steer clear of Qantas Wines for a while, until I get my refund at least, before giving them another go.
 

Daver6

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My experience with Qantas Wines has up until now been positive, but the wheels and well and truly fallen off this time. I ordered two cases of sparkling, one being the Festive Special. One made it within a week, the other has gone missing (the courier tracking shows it hasn't been picked up from Qantas Wines yet). After six week, and several calls and emails, promises that it will be looked into and someone will get back to me, no-one knows what is going on and I haven't been contacted with updates. I've asked for a refund for the missing case, but even that seems to too hard. Unfortunayly I don't think the call centre staff have been provided the training, or have the knowledge or authority to track down and fix things.

I'm going to steer clear of Qantas Wines for a while, until I get my refund at least, before giving them another go.

Either just tell them to re-send or give them 48 hours to refund and then do a charge back.
 
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kookaburra75

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Either just tell them to re-send or give them 48 hours to refund and then do a charge back.
When I get back from holidays I'll check to see if I've got the refund. If not, I'll certainly do a change back. I'm the meanwhile I've been enjoying Vinmofo, who have been miles ahead in terms of customer service.
 

Bundy Bear

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I ordered some wine around the 3 December and said was being despatched 8 December, was due to arrive 13 December, around the same time received an email that there has been a delay.

Getting any product delivered before Christmas was always going to end in disaster.

I lodged an enquiry with Australia Post, I wonder if they will ever come back with anything meaningful.
 

Franky

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I ordered some wine around the 3 December and said was being despatched 8 December, was due to arrive 13 December, around the same time received an email that there has been a delay.

Getting any product delivered before Christmas was always going to end in disaster.

I lodged an enquiry with Australia Post, I wonder if they will ever come back with anything meaningful.
You’re obviously right about delivery schedules this time of the year, but I have had good responses from AP in recent times with delivery issues, but again, they’re probably swamped as well…
 

clifford

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You’re obviously right about delivery schedules this time of the year, but I have had good responses from AP in recent times with delivery issues, but again, they’re probably swamped as well…
Maybe a little off-topic, but I ordered some wine from Liquorland and JustWines on 22 December and both were delivered on 24 December.

I was a little surprised, but it shows what can be done. And I live in the ACT.
 

Franky

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Maybe a little off-topic, but I ordered some wine from Liquorland and JustWines on 22 December and both were delivered on 24 December.

I was a little surprised, but it shows what can be done. And I live in the ACT.
I would assume that those deliveries came from a local supplier, with QF Wines it comes from Sydney or Melbourne I presume, and that has obvious effects on delivery times.
 

clifford

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I would assume that those deliveries came from a local supplier, with QF Wines it comes from Sydney or Melbourne I presume, and that has obvious effects on delivery times.
Well no, in the case of JustWines. They are based in Sydney, and I'm in Canberra.

It was a winning auction bid, and I'm sure the stock was in Sydney.
 

kookaburra75

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When I get back from holidays I'll check to see if I've got the refund. If not, I'll certainly do a change back. I'm the meanwhile I've been enjoying Vinmofo, who have been miles ahead in terms of customer service.
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.
 

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