DutyfreedepotReviews of dutyfreedepot.com

Was informed my order would arrive within 21 days but this time scale has been and passed and as yet still no order. Have emailed but not received a reply.

While they were quick to respond when I first ordered, I had come to an ultimate decision to cancel my order before I confirmed payment. I tried multiple times by email to get in contact with them, but I have yet to receive a response after several days. I thought they'd contact me back immediately like many people here said they do, but I was just let down even more with each passing day.

Ordered 2 cartons of More cigarettes as they don't sell them in Australia anymore, on the 9th October 2013, and my Visa was charged $104 straight away. Phoned Australia Post 2 days ago as they don't allow tracking online of Registered International parcels, and was told the tracking number didn't even exist, but called again today, 13th November, only to be told that there is no record of it arriving in Australia, and that it hasn't left Israel yet where it is apparently coming from. I also phoned customs and it hasn't been siezed by them, which I would have heard from Australia Post first anyway, besides the fact it hasn't arrived in Australia, and found out that customs duty will cost more than I paid for the cigarettes, making it more expensive than buying them from my local store and receiving them straight away. Although I have had prompt responses to my emails, and they have always been polite, they keep telling me that my order has been sent, with conflicting dates of 15th and 21st October. I'm on a disability pension due to a knee injury so I can ill afford to lose this money. It has left a very bad taste in my mouth, and is causing me quite some distress, as I was very wary about ordering online from overseas. If all went well I was going to place orders on a regular basis, so needless to say, I won't be ordering from them again. I can't say I can fault their customer service, just yet anyway, but I don't believe I will receive the order, nor do I believe I will be refunded unless they get the order returned to them, where-ever the Hell it is. What I find difficult to comprehend, is why some customers have had a really good experience, while others have had nothing but problems. As far as I can see, they either are not legitimate (with fake reviews from their employees), or they really need to step up on the way they conduct their business.

On 10/02/2010 I ordered carton of smokes order number 117151 for 15.99, a week later i am told the order was canceled. I get my credit card statement and it shows a charge of 15.99 on 10/02/2010. I asked Jane, Saar, and other Dutyfree depot associates if that order was indeed canceled and they sent me the cancellation number and assured me it was canceled. So I do what anyone would do, I called my credit card company and disputed the charge. I'll be damn I pay for something I didnt receive. Anyhow a couple days later Anita (another associate) calls my phone saying there was a misunderstanding and she would send out that order immediately as long as I cancel the dispute. So I say fine I call and cancel the dispute I end up getting my smokes and the charge of 17.59 was on my next statement for that particular order. I dont know why it went from 15.99 to 17.59 but anyhow i am not worried about it. Now a few weeks later I get e-mails from Jack, Saar, or the Site period saying they do not tolerate chargebacks blah blah blah and now I have a minus -1387 on my account, and getting hell like I did something wrong. Plus this isnt the first time dealing with problems on orders. Now I am getting all kinds of crap from Saar Levin, like i did something wrong. So for yall that read this, Do you think I was supposed to pay the charge even though I was told by 3 different Dutyfree depot employees that my order was indeed canceled?? After reading all these reviews and the same on other sites I see I am not the only one dealing with their crap. Im done with them and so are many ppl I told about this site. Also if you go down to September 13th 2009, there is a good review from a SAAR LEVIN, he is the product manager of the site so I think its funny how he writes a review like he is a customer.