Hey Anka,
Thank you for your feedback.
Due to the nature of the products we sell, there may be a bump or two along the way of the shipping process.
We will always make sure your order is received as quickly and as problem free as possible. If you do run in to a shipping problem, we will always be there to help make sure your order is received or your money back.
Thank you again for your feedback.
Best regards,
Daniel
Customer Support Manager
NM
Nijole M.
greg
great communication ,quick answers to questions,
sometimes they have shipping problems but they solve it,
always solves the problem
thank you
Response from DutyfreedepotSep 1, 2016
Hey Greg,
Thank you for your positive feedback.
We're always here to help.
Best regards,
Daniel
Customer Support Manager
LO
Lou
A Legit Company With Excellent Products, Prices and Personnel
so long as you read the terms and conditions when ordering with Dfd. I've ordered twice from Dfd and the first order was so perfect, I ordered from them a second time! When only part of the order arrived by 28 days, I contacted Dfd who resent the missing items which showed up in a week's time. My emails received replies (sorry for so many them), I spoke on the phone with live people who phoned me re my concerns, and you cannot find a better value along with the customer service anywhere on the web. Yeah, I read the negative reviews, but I think most of them are from Dfd's competitors based on my personal experiences. Yes, definitely earned this 5 star review. Thanks Dfd! Will shop again soon :)
Response from DutyfreedepotSep 1, 2016
Hey Lou,
Thank you for your good feedback. I am happy to hear you were assisted when you needed help and have received your complete order and are satisfied with our service.
We will always do our best to provide the best service possible and assist our customers as best we can to ensure their complete order is received as quickly as possible.
Best regards,
Daniel
Customer Support Manager
JN
Jeffrey N.
Non-reputable Company! Beware!
I recently made the horrific mistake of placing an order with this company (#815055). I compounded my original mistake by trying to save 20% and used an electronic check to pay for the order. That was over 2 weeks ago.
Since that time, DDF claims they didn't receive payment. I went through the effort of going to the bank (who gave me a huge lecture for doealing with these people in the first place) to get a copy of my statement and emailed it over to them.
I also spoke with a gentleman named Ron in the Customer Service department just prior to emailing over the proof (this is my 3rd or 4th time on phone wiht them). The gentleman basically told me, go ahead and send the proof if you wan but we aren't going to look at it.
Finally, after saying how incredulous this was that a supposed legitimate company wouldn't even investigate and rectify this issue for a new potential client...this Ron acquiesced and said they would look further into it. I somehow doubt I will get resolution though from them. If I do, I will absolutely update this review but as of now I am giving them 48 hours to show some progress towards resolution before I file fraud complaint with my bank, contact the Federal Trade Commission, Maryland States Attorney and anyone else they recommend to help save others from this experience.
Response from DutyfreedepotAug 21, 2016
Jeffrey,
I know about your case and I am sorry to hear about some of the problems you have had and are experiencing. You claim that the electronic check payment you made is still valid while our bank has informed us the payment returned (bounced). We charged you for your first order with us on 8/2, and on 8/7, our bank informed our billing department your electronic check payment had bounced.
I will check the recordings of your phone conversation with our reps. to hear what was said by both parties and I will take disciplinary action if one of our reps did not provide the kind of good, personal, and helpful service our customers have come to expect and the kind of professional service I demand.
Now, our billing department received the information you sent in and we have sent the information to our bank so they can look in to this issue. As of now, your payment shows that it has bounced and as such, we do not have the money and have not sent your order. If our bank finds there was an error and the payment is still valid, we will send your order out right away and compensate you for the inconvenience.
I understand how you feel as this is your first order with our company and this issue has occurred. Rest assured we are looking in to your claim that the payment is still valid but, please understand that our bank has informed us that the payment is not valid and has bounced which is why your order has not been sent.
We will update you as soon as we can. I thank you for your patience and understanding in this matter and thank you for your feedback.
From,
Daniel
Customer Support Manager
AP
april
waiting 3 mo for product and still have not rcvd
when asking about where they said usps mis handled....BS
i asked for a refund and they advised i can no longer purchase from them or any partner co if i ask for a refund. it is there fault it has been 3 mo, its not like i requested money back after not rcvg 1st shippment. i have been more than patient with them. also charge very high shipping prices and cant contact them until after 21 business days that is a bunch of BS
Response from DutyfreedepotAug 16, 2016
April,
I am sorry to hear and see that you did not receive your order 802841 placed in early June.
At the end of June, you contacted us and informed us that your order had not been received.
We checked the tracking of your order and asked you to allow more time for delivery as only 2 weeks had passed and the tracking appeared fine at the time. We also clearly state our shipping time frame is 10 - 28 business days and simply asked you to allow more time for delivery.
I can see that you contacted us again by email in mid July to inform us that you still had not received your order and requested a refund.
As your order was not received, we offered you a few options; we offered a reshipment of the missing items, agreed upon compensation for the missing items, or a refund. Our company policy states that any customer that receives a refund back to his or her bank account will no longer be allowed to order from our company again as refunds hurt our working relationship with our bank. We informed you of this when we responded to your email.
You made the choice to proceed with a refund which we issued and you have received.
I'm sorry that your order did not work out; I will check to see if there was anything else we could have done to assist you with your order.
Thank you for your feedback. We need to hear all feedback whether it's good, or bad as in your case.
From,
Daniel
Customer Support Manager
TG
Theodore G.
Live up to their promises
Fairly new customer having placed 3 orders. 2nd order failed to arrive, Duty Free replaced the order as promised. I shall continue to be a customer based on their product pricing and excellent customer service.
SJ
SJ
SCAMMERS, PURE AND SIMPLE
DO NOT ORDER FROM THESE SCAMMERS. YOU WILL GET RIPPED OFF.
They are nothing but SCAMMERS. All these positive reviews must come from those who are IN ON THE SCAM or maybe one-time shoppers. Their tactic seems to be to BAIT AND SWITCH AND STALL FOREVER.
They shipped the first order fine, which consisted of 2 cartons. On the next order, however, they revealed what they are - SCAMMERS. Out of 7 cartons ordered, they only shipped 3 cartons correctly, they replaced the other 2 cartons with cheaper, unknown brand cartons, then simply did not ship the remaining 2 cartons.
When confronted about the wrong items, they only offered a store credit, which is USELESS anyway, unless you are willing to order again. Most importantly, they NEVER ISSUED A REFUND for the 2 missing cartons, just dragging and dragging their feet and stalling with all kinds of RIDICULOUS excuses.
DO NOT ORDER FROM THESE SCAMMERS. DO NOT LET THEM MAKE MORE MONEY FROM THEIR UNCONSCIONABLE SCAM.
Response from DutyfreedepotAug 14, 2016
Sofia,
I have checked your order 801640 and can see there were some problems with this order.
I understand that in this day in age, it's hard to believe what internet companies say. I can tell you we are no fly by night operation. Trust takes time and we here at DutyFreeDepot understand that which is why we invest in our customer service which has brought us many long time customers world wide.
Now, you ordered 7 cartons and only received 5 cartons with 2 of the cartons being incorrect.
I am sorry to see and hear of the problems you are having with your order.
We have tried to assist you with this issue but I can see by the way you are writing that you no longer wish to work with our company. As such, I will have the store credit (which was agreed upon compensation for the 2 incorrect items you received) removed and I will have you refunded for all items you have not received (including the incorrect items). You will receive your refund shortly.
Just know we have tried to assist you throughout this problem but, I can see some things that could have been handled differently and I will see what improvements in communication and solutions offered we can make to prevent this kind of issue from happening again.
In any case, I am sorry to see and hear about your bad experience and thank you for your feedback.
Feedback like yours is one of the best ways to find problems we may have as a company so we can correct them as best and as quickly as possible.
From,
Daniel
Customer Support Manager.
AC
Andrew C.
1st class service
Have used this company twice now&will certainly use them again in the future,well priced & an efficient service.
