Never get my point as per offer email. Poor customer service, hopeless media team. Doesn't know how to handle customer complaint properly. Poorly trained staff! Boycott!!!

Unfortunately I have nothing good to say, my carefully collected points over many years expired when after a death of a family member I did not pay any attention to any of this stuff for a couple of years. I also had a valid credit card collecting altitude points, but didn't realise, that I would have to do an active points transfer! I have done this (my points expired 4 months ago) and transferred 130.000 (!) points over, still, the customer "service" did not see any good reason to reinstate my previous collected points.
I guess will switch over to Qantas...

I signed up to get 6000 bonus reward points in November - all I had to do "apparently" is fill up with 20L of fuel 3 times before the end of December at a BP station. Well I filled up with fuel 4 times during this time - each time using over 40L of fuel and swiping my Velocity card and the total points I earned - was 1100. Seems to be one of the more dodgy reward schemes in my opinion. I don't think I'll stay on.

Spent over an hour trying to book flights using points + pay. Website drop outs and bugs as well as their extremely poor service has lost them a customer. For good. Will happily pay more for the far less crappy service provided by Qantas/any competitor.

Before the VELOCITY FREQUENT REWARDS program was revamped this MID 2018 did not have any problems receiving GIFT CARDS. Unfortunately the new merchant "COLLINS GROUP UK" have not replied to 7 emails i sent when i ordered A DAVID JONES $20 gift or as a replacement a Coles $20 gift card. The order was placed on 9th October 2018 and am still waiting 24th December 2018. Had to phone VIRGIN VELOCITY who then contacted COLLINS GROUP. Who then replied that they were extremely busy.
Have read similar stories on line VIRGIN should cancel their BUSINESS CONTRACT with them and get a more EFFICIENT AND EFFECTIVE company.

Have been trying to redeem points for gift vouchers. After login, go to store, order, only to continually be told I cannot checkout as I have not logged in..... I have been experiencing this same thing for several weeks! Called velocity and the person I spoke to was at loss of how to overcome this>>> what is going on? Have not experienced this problem before with other transactions..

Call centre support is disgusting - still waiting for supervisors Annie and Connie to call me back after many messages??

I ordered a Kathmandu gift card worth $50 using almost all the points I transferred from American Express. Biggest regret ever! A few unanswered emails and one month on, I still don't have the gift card. No call/email response whatsoever from Velocity and their partner Collinson Group. Where is my card???????????

It is Ok to collect it when you fly with Virgin but Do not bother to convert your other points to Velocity. in reality every 2000 velocity point is equivalent to $10 when you would like to use it for flight or in online store (compared to 1500 Qantas point). However, they will offer you 800 velocity point with every 2000 flybuys point when you convert which has the same value as velocity point.

if i could give them minus 10 stars i would. Used my velocity points to get vouchers-have been waiting 4 weeks and nothing yet. In the email confirmation it advises i should get them within 2 weeks. have spoke to virgin numerous times and i must say terrible service that they dont offer any assistance. AVOID THESE COWBOYS!

I ordered a Westfield voucher using the Velocity rewards store around 6 weeks ago. After receiving an instant message saying I would receive my voucher within 5 days, I still have not received it. I have emailed Velocity rewards and am awaiting a response. Is this normal???

I received 70,000 points when I bought a new Holden. I phoned today to book a flight to find my points were gone!. Person from Velocity said I had not been active on my account for 2 years and I should have used my card for fuel. Told her I never received a velocity card or an email from them. She claimed I should have gone online and requested a card (which I didn’t know existed). My points expired 3 weeks ago!.Absolutely unbelievable..No customer service at all. Why wasn’t I notified the points would expire I asked. Told I should have gone online to check..I can’t say more......terrible..

Customer service severely lacking.

I ordered a JB Hifi voucher. One week later I received an email from Velocity Rewards re "Your order has been cancelled". "We have received and processed your refund request for your order". Yet I did not request a refund at all.

Attempts to call Velocity Rewards by phone are painful (20 minute plus wait) and the callcentre unknowledgeable.

Attempts to call Velocity Rewards by email receive no reply (after a week).

Contact Velocity Rewards through Facebook and they reply but the best they can advise is to "keep trying".

Not worth the pain of collecting Velocity Rewards.

I recently used my velocity points on multiple purchases via the rewards store and had no problem at all. I am waiting for my purchases to arrive so I will update everyone as soon as they arrive to let you all know if it is legit or not.

I have not been able to use my Velocity points on the rewards store site since June this year. I have contacted Velocity several times to be told the same answer being “they are upgrading the website and I will be contacted by email when it is ready to use”. No expected date of completion is provided. Very poor service!

Customers won't be able to use points to purchase things from the online store until October apparently (according to their facebook page). Over 3 months to upgrade a website that seemingly had no noticeable problems to begin with is ridiculous. It's obvious they don't want customers to use the site for as long as possible.