Dutyfreedepot is listed under Professional Organizations.
Dutyfreedepot (dutyfreedepot.com) has 333 customer reviews on Five Star Index, with an average rating of 3.2 out of 5.
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333 approved reviews, newest moderated first
Peter V.
after buying from this company,i would advice people to give them a wide birth,they do not reply to emails,first of 2 orders did not arrive and they ask me for information from post or customs,how can i when there is no parcel?they do not reply to emails so it looks like i can say goodbye to my money,do not buy from these people,they cannot be trusted
Jodi
I placed my order on April 8th. I emailed this company because I never received my item. No one bothered to respond to my email for 7 days. I also called the 1-800 number and no one answered. I got an answering machine. When someone finally did respond to my email, they said the exact same thing that everyone else who hasn't received their item was told. It was "lost" in the mail. No one loses THAT many packages. I buy stuff from Amazon all the time, and I have only had one company tell me that my item was "lost" in the mail. That company turned out to be disreputable as well. This company is a complete scam. They're like a bank that tries to hold onto your money for as long as possible so they can collect interest. It wouldn't surprise me one bit if that's really what this business does. It takes a month to receive an item, and 2 weeks to get a refund? I don't think so. My gut told me initially not to buy anything from this company, and it was right. I have started a charge dispute with my bank due to not receiving my item. I should have known better when I received an email stating that the charge for the item would show up under another company's name, they don't accept mastercard?, and they charge you before the item even gets shipped. I understand a debit hold, but not actually taking money out of someone's account before an item is shipped. Beware!
Florin
I ordered 10 pack of Davidoff cigarettes, on 24/03/2015(over a month ago). I kept emailing them, got the same answer every time. Now it's more than one month, still got no parcel, i emailed them again, 4 days ago,asking for a refund, still no answer. I'm going to report dutyfreedepot to the police for internet fraud, anybody else in same situation please do the same!
Response from DutyfreedepotMay 6, 2015
Hey Florin, I'm sorry to hear about your experience. I checked and can see your email and I can see we have responded and offered a reshipment of your missing order (entirely at our own cost) which I can see you have agreed to. When sending tobacco, things can happen in transit even if we dot our "i's" and cross our "t's". This is why we offer things like insurance which guarantees a refund if the order does not arrive (for any reason) or if the order arrives damaged. Even without insurance, we offer reshipments (at our own cost) and other forms of compensation. We will always make sure no one is left empty handed. Now I can see it took more the 72 hours for you to receive a response to your email, I apologize for this. We are currently making adjustments to improve our response time without hurting the quality of our responses and service. Just so you know, if you need an immediate response, please call our 800 number and one of my reps. will be able to give you the immediate assistance you may need. Thank you for your feedback, we need this kind of feedback to locate problems so we can improve our service. Best regards, Daniel Customer Support Manager
Michael Rihaim - U.
I was introduced to dutyfreedepot by one of my friends and since then I haven't used any other platform for ordering cigs. The shipment was really fast, and the lower prices I get here are lower than the local shops. Well Done!!
Cristian C.
I ordered from them some baccy 3 weeks ago and the package number displayed for my order on their website was wrong. Sent it 4 emails and they not even bother to answer.
Response from DutyfreedepotMay 4, 2015
Hey Cristian, I'm sorry to hear that you had a problem with your order. I checked and can see you have a few orders with us and have not had an issue. I have also checked your order and can see everything appears fine with your order including the package / tracking number listed for your order. Even though it appears fine, I have asked my tech. department to check out the shipping information listed in your account to ensure there is no problem that I missed and no problem on any other account. Now, I can see email you have sent to us and can see that you have received a response but, the response was delayed and not in our 72 hour response time. I apologize that you received a late response. If you cannot see our response, please check your spam folder as it may have gone there. If you need an immediate response, please call our 800 number and one of my reps. will be able to give you the immediate assistance you may need. I again apologize for the delayed response to your email and I thank you for your feedback. We are working around the clock answering emails and we will continue to try new ways to improve our response time without decreasing service. It's feedback like yours that helps us locate and fix problems so we can improve our service. Best regards, Daniel Customer Support Manager
Sandra Dawn W.
I ordered tobacco which was labelled as 'in stock' on the website.. After 3 emails from duty free depot apologising for the delay of my order they finally confirmed my baccy was ready for despatch.. I checked the details & they had substituted the brand I'd ordered with some other brand I've never heard of! I contacted them & asked for a refund.. I got a snotty email reluctantly agreeing to this & was informed that if I wished to go ahead & pursue the reimbursement I would be able to place no future orders with duty free depot or any of their 'sister' companies.. Took about 2 months & a lot of emails to finally get my money back & they still keep sending me emails with their offers even though I unsubscribed.. Advice.. Don't use Duty Free Depot if you want honesty, reliability or good customer service!
Response from DutyfreedepotApr 28, 2015
Sandra, I'm sorry to hear about your experience with our company. We would never send an item that was not ordered without the customers consent unless this was a warehouse error or some other kind of mix-up which we would have no problem fixing. If you provide me with your order number I will take a look in to your order and see what occurred and make the necessary adjustments to avoid and prevent problems like this in the future. Again, I'm sorry to hear about your bad experience and thank you for your feedback. We are constantly trying to improve and our customers feedback is important so we can find problems and fix them. Best regards, Daniel Customer Support Manager
Dana A.
Orders came as described online. Customer service is great if a package gets misplaced. I have already recommended the company to friends.
Response from DutyfreedepotMar 26, 2015
Hey Dana, I'm happy to hear you have received your order and are happy with your purchase. Thank you for your positive feed back and for shopping with us here at DFD. Best regards, Daniel Customer Support Manager
Martin A.
First order I placed arrived within ten days and everything was true to the order. Great service, shipping was much faster than what I expected but they should try to answer emails a little bit faster. Nontheless, great communication when necessary. I'd recommend to friends.
Response from DutyfreedepotMar 24, 2015
Hey Martin, Thank you for your feedback. I'm happy to hear your order arrived promptly. Due to the numerous complaints we have received recently regarding our email response time, we have made a few changes that will increase our response time without decreasing the quality of our responses and service. We are constantly trying to improve our service by listening to feedback whether it be good, or bad. Thank you again for your feedback. Best regards, Daniel Customer Support Manager