Great service Great prices Great products great Thank you Duty free
Great customer service
Response from DutyfreedepotSep 14, 2016
Hey Valerie,
Thank you for your kind words, we appreciate it.
Best regards,
Daniel
Customer Support Manager
NE
Nevena
Great service!!!
I have ordered several times and everything was perfect!!! Thank you so much.
Response from DutyfreedepotSep 14, 2016
Hey Nevena,
Thank you for your great feedback, it's much appreciated.
Best regards,
Daniel
Customer Support Manager
MC
MCH
Great Service
I have placed and received, without any problems, three orders from Dutyfreedepot. I had no problems receiving full shipment of all orders placed. Placed my third order on August 31 and order was delivered to my door today, September 6. This is great service without any problems.
Response from DutyfreedepotSep 14, 2016
Hey MCH,
I'm happy to hear you have received your orders quickly and trouble free.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
AW
Ann W.
Awful service and no refund
I originally ordered in June thankfully just 1 sleeve . They did not turn up and I received a border agency letter saying they had been sized. They did order me another and again letter received saying they had been sized. I them requested a refund and said that I felt the wording was misleading on the website and felt like I had been conned. I them received a dreadful email back saying don't mess with us and that I was a fraudster ( I work for a bank) and that if I dared to request the money back from my credit card they would instruct lawyers and could claim the money again. I was told order something else not cigarettes or alcohol and they would deduct 9 dollars of each pack. Awful company do not buy off them. Also as they have your credit card details call up the company and order a new card so they cannot use the number ever
Response from DutyfreedepotSep 6, 2016
Hey Ann,
I checked your order 806614 and can see you did not receive your order and I am sorry to see that.
I have checked the email exchange you had with my support department and I cannot see any of the things you have written. None of our emails with you stated you were a "fraudster" nor did any of our emails say "don't mess with us".or mention anything about lawyers reclaiming anything.
You sent us the custom letter you had received regarding your order and we offered to resend your order at our own expense.
You agreed and we re-sent the order. Unfortunately, the package was stopped again. As we are a company that deals with Alcohol and Tobacco, some of our packages run in to some bumps along the shipping process. Due to the nature of the products we send we know this kind of thing may occur which is why we have greatly invested money, time, and effort in to our customer support department to assist our customers as best and as quickly as possible to ensure orders are received in a timely manner and problems are fixed quickly. .
As the re-sent package was not received, you have requested a refund. We are issuing you a refund as our guarantee is that you receive your order tax free, agreed upon compensation, or your money back.
Now I really am sorry you feel the way you do and that you have not received your order. I cannot find anything rude or awful in my support teams email exchange with you. They were always polite and upfront about the situation and tried to assist you in the best way possible and as quickly as possible.
In any case, I will look in to the reasons why your order was stopped twice to see if there was anything we could have done differently to make the shipping process smoother.
Thank you for your feedback. We will always respond to any problem and do our best to resolve the problem; whether that means re-sending the missing items at our own expense, agreed upon compensation for the missing items, or a refund for the missing items.
Best regards,
Daniel
Customer Support Manager
MG
Marlene G.
Dreadful Service - no shipment & no refund
Ordered back in July. I was mildly concerned as I couldn't use my Credit Card & had to pay using my Debit Card. The amount was debited within a couple of days.
After several attempts at using the Order Status function, I used the Complaint system & was informed they had run out of stock but we're expecting fresh supplies.
After a couple of weeks I asked for a refund - hey presto! New stock had arrived so I agreed to go ahead with the shipment. As I had waited so long I was promised an express shipment method.
So nearly 28 days later - nothing and the mail tracking number on the DFD system is not trackable.
Moreover - there are many articles on social media that claim all the goods are counterfeit, toxic and very harmful.
I WANT A REFUND!
So - I had a response from Daniel who promised me a refund - which appear 'shortly' - nothing thus far.
Response from DutyfreedepotSep 5, 2016
Hey Marlene Gray,
Thank you for your feedback. we need to hear all feedback, whether it is good, or bad as in your case.
I am sorry to hear and see you had some problems on your order to the UK and have not received it as of yet.
I can see there was a delay in the shipment of your order due to a stock issue which does not happen often but does occur when demand for a certain product is high and supply is low. Note all products we sell are purchased directly from the manufacturers and we always try to avoid stock delays but, unfortunately I can see that it has occurred on your order delaying the original shipment of your order by 2 weeks. I am sorry to see that occurred.
Now the tracking we have for your order does work on Royal Mail. I have checked the tracking of your package and it still shows that your package is "ON ITS WAY TOILC MAIL CENTRE" which means it is still at Heathrow and may have been lost and mishandled, or stopped for further processing. The last tracking update was on 8/14/16.
Due to the nature of the products we ship, there may be a bump or two in the shipping process like has occurred here with your order shipment.
In these cases, we always offer a reshipment of the missing items, agreed upon compensation or, a refund. We will always make sure you receive your order tax free or your money back.
As you have requested a refund and I can clearly see your order has not arrived and our shipping time frame has expired, I will have your refund issued in full and it will appear on your bank statement shortly.
I want to thank you again for your feedback, I will look in to all communication we have had with you including the communication regarding the stock delay to see if there was anything we could have done differently that would have improved the situation.
Best regards,
Daniel
Customer Support Manager
JD
James D.
No Problems
It took a while to get my order but everything worked out fine. I will order again.
Response from DutyfreedepotSep 1, 2016
Hey James,
Thank you for your feedback. We really appreciate it.
Best regards,
Daniel
Customer Support Manager
ML
Mrs. Lynda W.
Excellent service
Dutyfreedepot are an excellent company and I would recommend them for their services and great communications with any queries you may have. I am highly delighted with my orders I have placed.
Many thanks
Lynda Wood
Response from DutyfreedepotSep 1, 2016
Hey Lynda,
Thank you for your kind words, you’re making us blush. We’re always trying our best to make sure everyone that orders and visits our site has the best possible online shopping experience.
Thank you again.
Best regards,
Daniel
Customer Support Manager
FK
F K.
Follow up for my rishipped cigarettes
Hello
I ordered 7 cartons of cigarettes from duty free depot and after a couple of weeks i received 3 due to my local post office mistake with my zip code . Duty free depot agent Mr Fred was very helpful to me and was communicating with all times checking the progress of my missing items and it happened that they reshipped my cartons However, i was not very pleased with the staff who answered my email messages since in some answers there were negative claiming that i received all my order in full and nothing missing without proper checking with the reshipped items . finally i received my remaining order .
Thanks
F.A kreidie of TX
Response from DutyfreedepotSep 1, 2016
Hey F.A kreidie,
I'm happy to hear that you were helped when you had a problem with your order and have received your complete order.
I will look in to the emails exchange you had with our company and see what was said and check what could have been done differently to improve the customer communication experience with our company and make it more positive and pleasant if it was negative.
Again, I am happy to hear that you received your order and were assisted by one of our reps. when you needed help.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
