I've been ordering from Duty Free Depot for a few years now, as cigarettes where I live are $9.00 a pack. Sometimes my orders got stuck/lost in New York, and DFD always re-ships them.
Thank you Duty Free Depot !!
Response from DutyfreedepotApr 24, 2017
Hey Lucy,
I'm happy to hear my support team has been able to help you when you needed it.
Thank you for your great feedback and your continued business!
Best regards,
Daniel
Customer Support Manager
RA
Radu
Happy
I'm their client for a while and I am very pleased.I hope I can order cigarettes again.
Response from DutyfreedepotApr 24, 2017
Hey Radu,
Thank you for your great feedback.
Best regards,
Daniel
Customer Support Manager
AZ
Alisa Z.
I have been a customer for many years …
I have been a customer for many years and I would highly recommend this site to others. I can not say that the experience was picture perfect, but just by statistics over so many years some of the things were bound to go wrong and they did. Mostly it was about missing or incomplete shipments and as long as you stay in contact with customer service and provide updates everything is fixable. They have NEVER refused to replace the missing cartons. In the end you get everything you pay for and their only request is that if you later receive the delayed shipments that you pay for any extras they over-shipped. My only advise to the customers is to not take the shipping time for granted. Most of the times it works as promised and then sometimes it doesn't. So don't wait till you are on your last carton to order.
Response from DutyfreedepotApr 19, 2017
Hey Alisa,
Thank you for your feedback.
We will always work with our customers to ensure orders are received as quickly and trouble free as possible.
If a problem does arise, we're always here to help.
Best regards,
Daniel
Customer Support Manager
KA
Kate
Thank you for your great business!
Very pleased with my purchases!
Recommended to all!
Response from DutyfreedepotApr 19, 2017
Hey Kate,
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
AD
Adam
discriminating customers
A friend of mine, who orders cigarettes from dutyfreedepot.com for sometime now, recommended me to order cigarettes from them, but, suddenly cigarettes disapeared from their website. When I contacted them, a person named Daniel, from customer support, told me that they are having serious warehouse problems and are not shipping. My friend, told me that he keeps ordering from an american guy named Taylor, and I see here that people still are placing orders online and for some reason i am being discriminated from others.
Response from DutyfreedepotApr 20, 2017
Adam,
I guess you may have spoken to me.
We are currently not accept new orders for cigarette and tobacco products as you were told.
We hope this is temporary but, for now that is the way it is.
There are many companies that call themselves DutyFree but only one DutyFreeDepot (though we are confused with many other DutyFree companies).
If your friend is able to order from a DutyFree company, you should talk to him and have him order for you.
In any case, you were not discriminated against as that would be impossible seeing how we are an online store and we have no idea who you are, what you look like, or anything else related to "discrimination".
Anyway, you are more then welcome to create an account and order any of the products we have available.
Best regards,
Daniel
Customer Support Manager
JC
Jackie C.
Disappointed
I've bought goods from this company for about a year. My first couple of orders (which were small, as a bit of a trial) arrived just fine. I then felt confident to make a larger order. 10+2. Despite saying they dispatch in small quantities I received 8 cartons in a big cardboard box. At least I had received them so that was OK. The rest didn't arrive. There was some back and forth emails and then I got a seizure letter from customs. Fair enough they said they would replace the missing items once I'd proved the seizure had happened. I still didn't receive the completed order and 'credits' were put on my account. My latest and what will be my last order was placed and paid for in October 2016. After a month I chased up by email. After more back and forth and blaming royal mail a 'refreshment' was promised. Over the next few months I received some cartons plus another 2 seizure letters which I scanned and emailed. To cut a very long story short I had not heard anything for a while and sent a frustrated email in February 2017. I received a rude reply. In April 2017 I sent an even more frustrated email saying I have now given up smoking and still only received 8 out of the 12 cartons I had paid for 6 months ago. My character was insulted in the reply I got. I was accused of being 'rude and acting entitled' I do not think it is rude or 'entitled' to be angry when 6 months after you have paid for something to still be waiting to receive all of it. I then got a terse note asking for my PayPal account details for a refund. I gave the details only to be told it didn't exist (which it does and has been used hundreds of times) it appears they have now blocked me and needless to say no refund has been given. I can't understand this company at all. I have seen the defences on here to criticism which they do not take well. They do not fulfill orders but they do take your money. They blame everyone except themselves and finish by insulting the customer and then blocking you. Don't use them they are unreliable and you will be left out of pocket and having your character insulted. A terrible overall experience.
Response from DutyfreedepotApr 19, 2017
Hey Jackie,
Sorry for the late response here.
I know about the problems you have been having with your most recent order with us and I am sorry to see that after ordering with us for a little over a year now, you feel the way you do..
I don't want to go in to the details of the long email exchange you had with our company (though most of it was positive until recently) but I can see and understand your frustration (I would be frustrated as well) due to the length of time and due to the amount of problems that have plagued your order. I can also see somethings that should have been handled differently in regards to a few of our responses.
Now, we have always been upfront regarding your order and at no point refused to refund you for the missing products (note the last reshipment was sent just 2 weeks ago on 4/5/17). We simply asked for the paypal email address you use for your paypal account. You provided a link (not an email) and we informed you that what you provided is not a valid email address (as it was not an email address, it was a link).
Also at no point were you blamed for not receiving the final 4 cartons of your order as you are not involved in any part of the shipping process.
Unfortunately any company sending Tobacco to the UK will run in to trouble, this is just a fact of tobacco shipments to the UK. The customs in the UK are very strict and the slightest issue with package labeling and other things of that nature may (more often then not) lead to the package being seized. Once seized, it is just about impossible to have the items released (even if you pay the insane undemocratic fee's they levy). We do have a good delivery rate to the UK but, not every shipment will make it. This is simply a fact of doing business in the UK.
This is why when you informed us you had not received your complete order, we took action and sent more cartons (as you had agreed to a reshipment), while knowing the cartons you had not received would not return back to us. We were willing to take this loss as you had purchased these products from us and it was our job to ensure you received them or your money back, even if we would take a loss.
I will have our warehouse run a comprehensive review of your shipments to see why they kept failing. Even though there are issues with some UK shipments, the overwhelming majority arrive without issue so something really must have gone wrong.
I know that is no help but hopefully we will locate the problem and prevent it from happening in the future.
In any case, as we have requested before, please let us know the email address you use for your paypal account and we will have your refund sent to you. Please send us an email with this information.
Thank you for your feedback. We need to hear all feedback, whether it's good or bad (as in your case).
Best regards,
Daniel
Customer Support Manager
GA
Gamez
First two times Awesome, apparently their Visa system is down now though :(
I would have given 5 stars because the first two orders went smooth and were fairly fast. But the last week and a half I had 3 orders cancelled due to their Visa system being down? They said the only method of payment at the moment is wire transfer, I attempted one but it failed to process and processing fees on wires is 30 bucks. Which I'd almost rather wait for the visa system to be back up anyways. Really hope they get this issue resolved soon. I've replaced a new order now and hopefully it takes. Thanks @DutyFreeDepot for the first 2 orders. Fingers crossed this one goes through :) ! Ps.. the order # I provided is the one that keeps being cancelled.
Response from DutyfreedepotApr 9, 2017
Hey Gamez,
I'm sorry to hear about the problems your are having with your order payment.
Unfortunately, we are having an issue processing credit card payments due to restrictions banks apply to online tobacco and alcohol sales.
We are working around the clock to resolve this issue.
I will make a note on your order to contact you as soon as we have the credit card issue resolved.
I'm sorry for this inconvenience but thank you for your patience and understanding here.
Thank you for your feedback!
Best regards,
Daniel
Customer Support Manager
RE
Rafael E O.
Bootleg cigarettes
Yes I just wanted to let people know that I bought two cartons of Newports gotten like a month later when I got them they are fake cigarettes bootleg I email them to see what can I do to get my money back off of them to do something about it they haven't gotten back to me.
Response from DutyfreedepotApr 9, 2017
Rafael,
Firstly, you are saying you waited a month for the products to arrive. Your order was placed on 3\14 and delivered on 4\3 which is more than fairly within our time frame and, even by today it has not been a month yet. We would appreciate if you get the fatcs straight as what you are claiming is completely false.
As for the main issue, all of the products we sell are originals.
Some products may appear slightly different then the ones you can buy in the US as they are made for European and South American markets and as such, may be slightly different.
For instance, the Camels you can buy in the US look different and will taste different then Camels you can buy in the UK and Camels you can buy in Japan. This is how companies target different markets.
You are more then welcome to send the cartons you have received to the manufacturer and they will confirm that they are genuine.
We have been in business for over 11 years not by selling fakes but, by selling real products for bargain prices.
From,
Thomas
Customer Support Supervisor
