DutyfreedepotReviews of dutyfreedepot.com

I ordered from DFD and a competitor at the same time, with the same order so I could compare the two. DFD communicated immediately and kept me informed. Since this was my first order, it took about a week for confirmation. Once my order was sent, it arrived toe a week later. Their competitor, on the other hand, sent two separate boxes (I understand that), but they did not communicate nearly as much and my order arrived 2 months after it was shipped. If this is the norm with DFD, they have just won over a lifetime customer! Couldn't be happier!

Great fast customer service that is trustworthy and always going the extra mile.

I payed $230 dollars for ciggerret and I have been waiting nearly almost 3 months now and package has still not yet to come to my address. I have talked with numerous assistance from Duty free depot and the package has been rejected 3 times and returned back to Sender from Customs! This is Unacceptable for the Business to function properly, not to have a legit website, to keep a business running in this manner. Trying to stay calm and patient but I'm thinking about asking for my refund back and contacting the, "Better Business Bereua! "

Firstly, I read alot of reviews on this site which give me confident with this seller. So I went ahead and placed my order. 2 months passed by and I haven't received my order. I do understand that this seller deal with unconventional product which hard to guarantee shipment, so I took their suggestion to buy extra insurance. I've emailed their customer service after delivery time frame given by the seller (30days), and ask for refund because I thought I have an insurance and I haven't received the order. But this is what I got from the customer service team in reply email. "Please note that it is clearly stated that we will not be held responsible for any lost/missing/seized item that was sent to the UK. However, we would like to issue you a reshipment at our own expense. If the reshipment fails to arrive, we will not be able to issue a second reshipment but will be forced to issue you store credits for the missing items -$9 per carton for shipping expenses as stated in our terms of use." I really want to understand what kind of insurance is this? money back guarantee? or shipment guarantee? and If look into detail, the seller will grant me $9 discount per carton for the next order? are you kidding me? I placed an order for $73.97, and if I haven't received the order, I'm going to have $9 back for next order? Seriously, who will place another order with the store that couldn't manage to deliver the product? Last week I just sent an email to customer service time for confirmation on reshipment, however, I just read through a review here by 'Magnolia Gonzalez' (6days ago). And I noticed that he placed his order nearly the same time as me which is late October (29 Oct for me), and haven't received it too. I read through reply from Daniel, Customer support Manager and found a huge different between the email I got from them and the reply from Daniel. "Due to the nature of the products we send we know this kind of thing may occur which is why we offer things like insurance which guarantees you a refund if your order is not received (for any reason) or is received damaged." This one if from Daniel. "Please note that it is clearly stated that we will not be held responsible for any lost/missing/seized item that was sent to the UK." This one is from his team. Anyway as I sent the reshipment confirmation email back to their customer support already, I don't know if it possible for me to change from reshipment to "full refund" or not. (I can bet that they will not grant me a full refund and will come up with something like 'the reshipment has been issued already') But if I could, I would like to get a 'full refund' back and stay away from this seller ever. So to sum up for anyone who interest in this seller, I would like to suggest several things before you trust the 5-star and place order. 1.) Go for any seller that has Paypal (I learnt it hard way). 2.) Read terms and agreement every time before place order (even the insurance coverage). 3.) Try other seller if you want it to deliver to UK, this one has problem of 'lack of cooperation between the local and UK postal service'. To be honest, I was going to give up on my order, until I read through Daniel reply to Magnolia Gonzalez here, so I decided that I need to tell all other users about this first. ------------------------------ Dear Daniel, Thank you for your fast response and very helpful information. Could you provide any evidence or email that you've managed to cancelled my reshipment and issued the full refund for me? I believe that you have my contact detail on your hand already. (Hope you understand that I need something as a evidence of conversation or communication with you which more solid than this review and reply, an email would be the best) Replying for the points I've made, 1.) As what Daniel stated, it is strictly prohibit by Paypal to buy/sell tobacco and alcohol, but there're alot of seller out there that still be able to use Paypal as a payment method which would be an option for buyers. The point for this is I recommend every buyers to use Paypal even wiring money, because they are easier to talk to if you came up with a problem (personal experience compare to using Visa/Master credit cards) 2.) I really agreed with Daniel on this point. 3.) Speaking from my experience, the order from DFD was my first order that I've tried order from online, which gave me the bad experience. But later that I found it's taking too long to deliver to my address, then I decided to try and order from other seller (will not given name). The order arrived within a week, so I keep order more and more (got delivered everytime haven't bump into problem yet). I would love to share my experience or detail which I got from other seller with DFD if you want, so if you can take something from it and improve your service (this is because you always taking feedback and saying that you want to make it better) You have my contact, looking forward to receive an email from you or your team. Another star for your fast and helpful response ------------------------------ Updates I just checked my email and there's an email from DFD stating about refund already made. I would say that even I had a bad experience about the shipment, but their customer service is very professional. The email said that the refund will be back to my account in 14 business days, I will keep update if I got the refund or the time frame has been met. Another star for your email stating about the refund.

Thank you, my goods have arrived as expected. Very happy with your service.

I have happily received my 400, I'm expecting 400 more as discussed but have since noticed I have been charged an extra £25, my order was for £181.68 but I was charged £201.84 and £5.55 transaction fee!?!? Need this resolved as soon as possible

Like their attention and reshipping policy.

They always follow through either with re-shipments or refunds. It is customs that keep causing problems not DUTY free Depot.