I made a click and collect purchase from PetBarn through the Qantas Shopping website specifically to earn the double Qantas Frequent Flyer points that were advertised. When, after 2 months, the points had not shown up in my FF account, I emailed Qantas regarding the missing points. After contacting PetBarn to verify the purchase Qantas declined the points for various reasons that made no sense. Both Qantas and PetBarn blamed each other for the tracking failure as well as me for not following their convoluted and complex system.
Qantas admitted "Our system is designed to track purchases automatically; however, as tracking relies on multiple factors, there are instances where transactions may not be recorded as expected. While we continue working with our retail partners to optimise this process, we unfortunately cannot guarantee that all purchases will be tracked successfully."
I know I did the right thing and followed all the correct procedures with my purchase through PetBarn. There is something seriously wrong with their system, but they won’t admit it.
Their investigation apparently revealed that “the transaction tracking indicates the use of another source, such as shopping through a direct retailer EDM or utilizing a browser plug-in” (whatever that means). If it is too complex for the average customer to understand and follow then it should be scrapped and a new simpler model devised.
I'm a very experienced computer user and have been having lots of issues over the years with the Qantas Shopping system which I believe is defective. As a result of these issues I became well aware early on of what I had to do to get a purchase with points. I make a lot of purchases online, mainly from eBay, through Qantas Shopping. They have declined my points on some of these occasions as well, despite the fact that I have followed their complicated system to the letter.
Depending on which staff member handles my missing points inquiries, in some instances they will grant my points even though their system hasn’t recorded the purchase, in the interests of customer service. Unfortunately not in the latest instance with PetBarn.
Clearly I have made legitimate online purchases through the Qantas Shopping site. Isn't that all that should matter ? Isn’t the aim of the site to encourage shoppers to make purchases with Qantas partners ?

Why on earth would you want to lose a customer forever and suffer from numerous bad reviews, just for the sake of a few points that are hardly worth anything to me anyway, and probably costs Qantas and PetBarn a pittance ?

As I promised to do, I have removed myself from PetBarn’s membership database and will not shop with them ever again.

Although I'm a very long standing Qantas Frequent Flyer, I try my hardest to avoid flying with them. The customer service is poor, not only from Qantas Shopping, but the airline as a whole. I get better service and availability from the other loyalty programs that I'm a member of (Virgin, Emirates, Etihad, Cathay Pacific and Singapore Airlines). Qantas FF points are pretty worthless as I've never been able to find a reward seat on a Qantas flight to a destination and time of my choosing.
I will not accept the blame game where neither Qantas or PetBarn will take any responsibility for a failed system.
Use PetBarn for Qantas FF points at your peril.