The Auswine Forum

Yes, they'll be Filipinos. Eventually, they'll arrange a courier to pick up the bottles. Someone in Australia will check them. Then they'll return your money. It'll take a couple of week. It'll all end up happy. No dramas.

The overseas call centres just pass on your views to the Australian H.Q. and misunderstand lots just making things worse. Can't see the point and it just discourages repeat custom.

It all sounds very Grey to me!!
On another note had two months of backwards and forwards from Cathay Pacific after the zips and locks were completely ripped out of my two bags somewhere between Honkers and Tullamarine.
Bank deposit for replacement costs occurred last week, but what a lot of effort for $300.

Yes agree, must keep raging against the machine...sometimes you win.

Cheers
Craig

They are picking up
And arranging a refund



Dear Michel,

Good day!

Please be advise that Item will need to be returned to us.
I will arrange for your goods to be returned.
I will refer your case to our returns and refunds team, however before I do so, can you please confirm by reply email the below collection information;

Pick-up address: - (Whatever address the goods will be at)
Contact Name: - (Of the person on collection site)
Contact Mobile number: - (Of the person on collection site)
Is the item packaged for collection: (Y/N)
Type of packaging: (Box, roll, satchel etc)
Number of Boxes/packages being collected:
Approx dimensions of package: <LxWxH in cm>
Approx weight of packages: <in Kgs>
Are there stairs?
Is there easy access?


You will receive further email correspondence from the returns and refunds team outlining the refunds process.
In the meantime should you require further information please contact our Customer Service Help Centre

Good to see they eventually did the right thing, annoying as it was for you that they were being so difficult at first.

I think it's just a matter of training in most cases, with all too many tier-1 customer service reps thinking (or worse, being trained to think) that "deny until pushed" is a better approach for a company rather than "enhance our reputation". Occasionally it goes further than just the occasional poorly trained staff member, but those kinds of companies soon end up with a certain reputation thanks to the wonders of the internet (example: http://www.productreview.com.au/p/freedom.html).

I have made insurance claims with far less hassle and more rapid acquiescence than some tier-1 customer service/sales depts (local and in-store reps too, not just remote call-centres) and that's saying something!

hello Grays Online

1. I have packaged up the wine as instructed - it is in a styrofoam box in the shade waiting for pickup
I have emailed to let you know that I will not instruct the courier as that is your responsibility

2. I ordered 2 Vietti perbacco six packs
one arrived - the other came a week or so later in a different box missing some Vietti - but the bottles present are wine stained. There are other bottles other than Vietti as a replacement.
I have emailed photos to GOL - I have re emailed.

I dont wish to exceed my warranty rights.
I would love some communication from GOL.

Michel

I am surprised you went back for a second dose.

its great training for serial complainer status!
you must be able to complain to same organisation, straight after resolution of the last complaint, on a completely new and valid complaint.
Some people just cant do it.
Go hard michel!

I dont know why I ordered more from Grays Online
the initial complaint remains unresolved

It is time for Grays Online to step up and sort this out

I am reasonable and will not ask to exceed my warranty rights.

tap tap tap

GRAYS ONLINE ARE YOU FREE????

Oh dear. Good luck.

I gave up on Grays several year ago when they managed to mix up my purchase of a limited edition Charles Blackman print with someone else's $20 poster artwork purchase. I recall it took twelve phone calls and around four months to obtain the correct item.

trufflequeen wrote:Oh dear. Good luck.

I gave up on Grays several year ago when they managed to mix up my purchase of a limited edition Charles Blackman print with someone else's $20 poster artwork purchase. I recall it took twelve phone calls and around four months to obtain the correct item.

Imagine what those wines might have gone through in those 4 months
How were they when you finally got them?

I purchased from them once.

Against explicit instructions, they shipped a case through boiling hot weather. They are not a wine retailer. My takeaway was never deal with them again, and as someone saus upthread, lots of ethical and passionate wine retailers to buy from.

Including the lovely host

Must be closed
No response to email
I have gone up the food chain & left my mobile.

TAP TAP GRAYS