DutyfreedepotReviews of dutyfreedepot.com

An order of cigarettes did not arrive within the timescale and I was concerned - particularly as some reviews were saying not to use the company if in the UK. However, I contacted them and they reshipped the cigarettes which duly arrived. So - a delay and frustration but ultimate satisfaction.

I have been doing business with these guys for 10yrs(?)../ The transactions were always perfect. Over the last 9 months or so, they have had shipping issues and have raised the prices and i have had to contact them numerous times to see whats going on with the shipment. Usually it is getting returned to them from NY customs, and they need to wait for the return and resend. This takes too much time. However, after a few lame sales people were let go, the communication is much better. Thank You Steve,for keeping me as a customer. I would suggest that they provide tracking numbers to the customers after the order ships so we can follow them to the destination, instead of waiting for a problem and then reacting,

My tobacco was impounded by customs and excise, who sent me a letter that made me feel like a criminal. No response from Dutyfreedepot when I asked for a refund. Don't buy from them if you are in the UK A couple of hours after posting this I was called by Dutyfreedepot's customer services. After a bit of wrangling over fine print, they offered to resend the tobacco I ordered. I pointed out that I had no wish to break UK customs laws and that Customs and Excise had pointed out that, even if I appealed successfully against the confiscation of the goods, I'd still have to pay UK duty, which rather defeats the point. The rep rather snappily said I clerly hadn't understood what I was doing, said he'd give me a full refnd and hung up before I could reply. hmmm, nothing in the bank account yet................................. Well hooray, full refund received! I still think it's a bad idea to order from the UK, but at least the company were true to their word!

I used to order all the time with no issues. I been having a few issues with not receiving my orders, as of today 11/04/2015, I have been promised I will receive 9 cartons I am missing. within 5-8 business days. Lets see what happens within this time frame, They are at least trying.