[Starship]

Congratulations!!!! Your persistence is admirable.

[straitman]

I think I'll just avoid the store

I can't see much real value there in any case.

[JohnK]

Sorry to hear you are having issues with what appears to be a very simple transaction. The lack of customer care from the Qantas frequent flyer store does not sound very encouraging for anyone wishing to purchase their expensive products....

[Mal]

There is an almost parallel thread over @ Flyertalk with the same types of issues.

Anyone ordered a Frequentflyer store Avis voucher in Australia? - FlyerTalk Forums

Qantas must be pretty cheesed off with "Carlson Marketing" for their handling of this sort of stuff - it reflects very poorly on both Qantas and Qantas Frequent Flyer.

[PlutekPlutek]

I'm in the same boat. Ordered a model of the A380 for 5600 points. Lucky its only a reasonably small amount of points.
Been three weeks now. I just spent 30 minutes on hold before anyone answered. They must be having serious issues there.
My order details from their webiste are as follows:

ORDER Your Order has been entered and will be processed overnight.
ISSUE Your Order has been processed and fulfillment is in progress.
REDEEMED Your Order has been confirmed as fulfilled and will be delivered within 10 working days of the Order date.
REJECT Your Order has been rejected due to insufficient details provided at the time of Order. Please submit your order again. Your Points have been recredited for this Order.
RETURN Your Order has been returned. Your Points have been recredited for this Order.
RECREDIT Your Points have been recredited due to a cancelled Order.

I've just talked to a CSR and he said there's no problems with the order, and it should have been delivered by now. He will "note" in my order that I've rang, and email the supplier to "demand" a consignment number. I'm pretty confident that's not going to happen. I will call back in a week to chase them up.

It seems this is more of a rule than exception. Has anyone actually had anything from the online store delivered on time, and the order not be botched up?

Cheers

[mbeder]

Originally Posted by PlutekPlutek

Has anyone actually had anything from the online store delivered on time, and the order not be botched up?

I ordered 12 bottles of "Everyday" Reds for 15,500 points (no $ component) in early September and they arrived within 3-4 days of placing the order, so no complaints from me...the confirming Redemption Order email included the fine print "The Qantas Frequent Flyer Store is operated and administered by Carlson Marketing Group (Aust) Pty Limited..." so here's one example of a botchless order!

[Starship]

Originally Posted by mbeder

I ordered 12 bottles of "Everyday" Reds for 15,500 points (no $ component) in early September and they arrived within 3-4 days of placing the order, so no complaints from me...the confirming Redemption Order email included the fine print "The Qantas Frequent Flyer Store is operated and administered by Carlson Marketing Group (Aust) Pty Limited..." so here's one example of a botchless order!

Nice to know! I expect Carlson are just an intermediary here, and the fulfilment is done by the particular group with the product. Presume wine comes from a different place to some of the other 'awards'.

[aussieguy]

I ordered luggage from them on 22 June. I finally got them on the phone on 20 August and they had no idea where it was so I cancelled the order. Now I'm still chasing the refund. Absolutely pathetic. Over four months of heartache now. Order from them at your own risk.

[cdaus]

I've been caught too! Waiting 9 weeks now, a number of calls with probably an hour on the phone so far and have been given the run around.
I 1st chased CMG 6 weeks ago and was told they will escalate the order, another week of nothing, ring again, "will escalate your order" and still nothing. Ring again after 7 weeks, CMG say they had a problem sending electronic order to Sony, (claimed 500 orders affected), and are blaming Sony for the problem.
Was told the item will be delivered last Friday, you guessed it...nothing. Ring again, requesting to speak to supervisor, eventually get to speak to someone who will get back to me...nothing! Ring again, ask for Manager.."she's not in"..ask for supervisor...get cut off. Ring back...am told "having telecommunication difficulties" get cut off again when transferring me to the manager (he is in!). Explain situation yet again and am assured I will get a return call this afternoon. How silly was I to believe this? Ring again at end of day, they still do not have any info.
CMG have no idea how to provide customer service and it is disappointing that they drag Qantas down.
With any luck it might turn up before Xmas....

[PlutekPlutek]

Avoid them like the plague. They are hopeless.