QF wine are hopeless

astrosly

Active Member
Joined
Mar 4, 2013
Posts
724
Yes Qantas Wine are hopeless ... my experience in this post:
 

astrosly

Active Member
Joined
Mar 4, 2013
Posts
724
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:

How long are orders taking to progress from 'processing' to delivery currently?
My recent experiences are anything from one week to never.
 

Duffa

Established Member
Joined
Aug 18, 2011
Posts
1,313
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
 
Last edited:

Blackswan

Active Member
Joined
Jan 30, 2008
Posts
569
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

Senior Member
Joined
Dec 31, 2011
Posts
7,720
Qantas
Platinum
Virgin
Gold
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

Established Member
Joined
Jul 6, 2004
Posts
2,300
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.
 
Sponsored Post

This is an example of a Sponsored Post, one of the many ways you can advertise on the Australian Frequent Flyer.

Other options include banner advertisements on our content and forum pages or our newsletter. You can also purchase an audio message on our podcast - or if you just want to try it out, you can sponsor a thread.

If you'd prefer not to see any advertisements (including these sponsored posts), you can become an AFF Supporter from just $6 and instantly remove all advertisements from our website!

kookaburra75

Established Member
Joined
Mar 26, 2017
Posts
1,484
Qantas
Platinum
Virgin
Gold
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

Established Member
Joined
Jul 6, 2004
Posts
2,300
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

Established Member
Joined
Jul 17, 2004
Posts
3,816
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.
 
Last edited:

Enhance your AFF viewing experience!

From just $6 we'll remove all advertisements so that you can enjoy a cleaner and uninterupted viewing experience.

And you'll be supporting us so that we can continue to provide this valuable resource :)


Sample AFF with no advertisements? More..
Top