DutyfreedepotReviews of dutyfreedepot.com

Response from DutyfreedepotMar 9, 2017

Tim, I'm sorry to hear you have not received your order and that you claim to have been overcharged. I have checked our system and cannot see you have sent us any email regarding an overcharge or missing order, nor have we received any document from you showing the overcharge. If you sent us an email, used our contact us page, or called in, you would have and will get immediate assistance regarding your order issues. Now I can see the order you placed on 2/4/17 has not been received and we are nearing the end of our shipping time frame. The tracking does not look good here so we can have your order re-sent and get it to you as fast as possible or, we can issue a refund here. Regarding the overcharge, please note you paid using a credit card. We clearly state in our terms of use that you may incur an international transaction fee due to currency exchange of up to 8% of the order total as we charge from overseas. If you received a fee of over 8%, please send us a copy of your credit card statement showing our charge for your order (you can white out any and all irrelevant information as we only need to see our charge). If you were overcharged, we will work with you to resolve this issue. Note as a US customer, you can pay with an Electronic Check to avoid said fees. We will be in touch with you later on today to help you resolve your order issues. Rest assured at the end of the day you will either receive your order or your money back, that is a DFD guarantee. Thank you for your feedback. From, Daniel Customer Support Manager Hey Tim, I tried to call all three numbers you have listed multiple times with no luck and I have sent you an email a few days ago with no response from you. As I can see you have not received your order and we have now passed the shipping time frame and you are not responding, I will have your order refunded in full (which should include any sort of fee's you may have incurred as we will simply reverse the original transaction). You will get an email once your refund has been processed. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotFeb 14, 2017

Hey Peter Novak, I have tried to find your order / account with us but I cannot find it under the name you have provided. Please let me know your order number or the name you ordered under so I can see what exactly happened. I can tell you that we have been around for over 10 years not by scamming people but, by providing top quality products for bargain prices and providing a high level of support to ensure orders are received as quickly and trouble free as possible. Now, the claims you are making here about scamming, fraudulent charges and, counterfeits are simply false and without merit. Just let me know the order number or the name that you ordered under and I will see what exactly occurred and help you with your order payment issue. Best regards, Daniel Customer Support Manager Peter, As I still cannot locate your account and you have not provided any order number or useful bit of information for me to locate your account, I will simply respond to your claims as best as I can. Now, we did have a problem processing credit card payments towards the end of last year. Note this problem effected many of our customers who wanted to order using their credit card. We had our staff contact our customers one by one informing them of this issue and asking customer if they wanted to pay with a different mode of payment so we could get their order going while we still tried to fix the credit card payment issue. Note we added warnings on our site when selecting credit card as payment informing people of this issue and did what we could to resolve the problem as fast as possible. The issue has been resolved for those who are interested. We reported your review as you did not provide any order number or the actual name you ordered under and refused to do so, so we could not confirm anything you have written here but some of it like the issue processing credit card payments was correct. By your refusal to simply let us know who you are, you forced our hand to report your review. You wrote and have written all sorts of things that are / were so far out there, it was simply impossible to respond to all of your absurd claims. Not to mention we may have a different definition for the word polite as your review was far from it and your subsequent updates (which are not shown here) were vindictive and slanderous (which is putting it lightly). Instead of working with us and trying to help us as a company help you as a customer, you simply attacked us and were not looking to have your problem resolved nor have a fair and honest conversation about what happened. You lectured us about all sorts of things instead of simply letting us know who you are and what happened so we can take a look in to it and fix any problems we could locate and assist you as best we could to complete your order. In a nutshell, we are not a perfect company, far from it and we are aware of this. This is why we are constantly working to improve our service and pour time, money, and energy in to improving our service. We have been online for over 10 years by providing great service and prices, not by trying to scam or steal. We will always respond to any problem and are as upfront as possible and try to resolve the problem as quickly and fairly as possible. We want to hear about problems and bad experiences so we can figure out what went wrong and fix the problem and hopefully, create a better smoother shopping experience from placing an order to delivery. Honest and fair bad reviews are worth more to us as a company then good reviews (though we greatly appreciate them) as they show us that there is always room for improvement, and sometimes they help us find problems we did not know we had as a company which in turn leads to the problem being fixed which improves our service. In any case, I can see no matter what kind of response you get, you will continue to claim all sorts of falsehoods and conspiracy theories and write "STAY AWAY!!!" and "BEWARE!!!" as if there is real danger. The only danger is that you may save a lot of money and you may get quality products for bargain prices with pretty good service so BEWARE!!! and be prepared to save. From, Daniel Customer Support Manager

Response from DutyfreedepotJan 15, 2017

Hey Travis, I'm sorry to hear you have not received your order. Please note you placed your order on 12/4 and your order was processed on 12/6 so we are just passing our 10 - 28 business day shipping time frame (not 3 months but still a long time) and I am sorry to see this. 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. You sent us one email which we responded to promptly and I can see you have called in a few times and received assistance from our reps. The original shipment did run in to trouble so we promptly issued a reshipment which unfortunately ran in to trouble as well and I am sorry to see this. When the 2 packages return to our warehouse, I will see what happened to cause the failure in delivery. Sometimes a small error or rip on the shipping label which will cause a package to be returned. Now I can see you just talked to us 4 days ago and agreed to one last reshipment attempt which was sent to you on 1/12. I simply ask for a little more patience for the reshipment to arrive. When it arrives, you can let us know and we will compensate you for the delay accordingly. If the reshipment fails to arrive within the next 2 weeks, please let us know and we will issue a full refund for the items not received. Thank you for your feedback. We need to hear all kinds of feedback whether it's good, or bad as in your case. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotJan 8, 2017

Dave, I'm sorry to hear you claim to have received the wrong product and have not received a response to your complaint. Please note we have responded to every complaint you have sent us promptly within our 72 hour response time frame. Now, after checking the images you sent us, we informed you that the product you received is the one you ordered. You ordered the Jack Daniels Silver Select, not the Jack Daniels Single Select (which you state in your review) and I believe this is where the confusion lies.. Note we do not carry the Jack Daniels Single Select and never have carried that item. We will stay in contact with you and see what we can do to help you with your order mistake. Now, we insist that you stop with the benign threats of disputing our charge (which would be a fraudulent financial action) as you receive the products you ordered.. We are willing to assist you with your order mistake but we cannot assist someone who threatens us and writes false reviews instead of speaking in a normal manner through the proper channels. In any case, we will call you within the next 24 - 48 hours and see what we can do to resolve your order issue. From, Daniel Customer Support Manager Dave, Enough with the fake outrage and theatrics. We did respond to your initial complaint but you did not respond, we have the records of the email complaints you sent us and all of our responses. You ordered 3 bottles of Jack Daniels Silver Select which was and still is stated on our site in large lettering to avoid confusion. The picture for the Jack Daniels Silver Select is a picture of Jack Daniels Silver Select. Your claim of "bait and switch" is not only out of context but it is down right false and slanderous. Not only this, but we clearly state the following in our terms of use. Packaging of the product: The packaging of the product could be different from the one shown on the site. Please take into account that due to the location where the product is manufactured, packaging can change periodically and according to local laws of that specific country. Now, you clearly made a mistake ordering as you have stated you wanted the "Jack Daniels Single Select" which we do not carry and never have carried. It's ok, mistakes happen and we will do what we can to help but, to continue stating falsehoods and slandering us is completely uncalled for. If you have disputed our charge we will respond in the appropriate manner to your fraudulent financial action as we will not be bullied around. I can see there is no point taking this conversation further then it has gone. I can see by what you have written here in this review and in the emails with our company, that this conversation will go no where and will break down in to further absurd accusations of "bait and switch" (which is clearly absurd as you were the one that made a mistake and ordered the wrong item even though it is clearly labeled and there was no "bait" nor was there any "switch") and other ridiculous accusations that simply do not deserve a response as they are blatantly false and twisted to fit your narrative. From, Daniel Customer Support Manager

Response from DutyfreedepotJan 5, 2017

Hey Magnolia, I am sorry to hear you still have not received your order. 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 offer things like insurance which guarantees you a refund if your order is not received (for any reason) or is received damaged. We also offer reshipment like we did with you, agreed upon compensation, or refunds. I can see you have been in contact with my support team and just recently sent us an email informing us that you have not received the reshipment and requested a refund. As you have not received your order, a full refund is being processed and will be issued shortly. Again, I'm sorry to hear you have not received your order. I will take a look at the shipments made on your order to see what went wrong and make the necessary adjustments to avoid this kind of issue in the future. We need to hear all kinds of feedback, whether it's good or bad as in your case, so we can locate problems and fix them. Thank you for your feedback. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotDec 15, 2016

Dear MR M SHACKSHAFT, I'm sorry to hear about your order problems to the UK. I have checked the order in question which is from 11/17/15, and can see that you received 4 out of 7 cartons on the original shipment. You then informed us that 600 cigarettes (3 cartons) were seized. 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 offer things like insurance which guarantees you a refund if your order is not received (for any reason) or is received damaged. We also offer reshipment like we did with you, agreed upon compensation, or refunds. We offered to re-send the 3 cartons that were seized and you agreed so we issued your reshipment of 3 cartons. And to your claim that we sent them all at once, that is false. We sent your reshipment in two separate packages 5 days apart. Note you previously wrote a bad review about our company (before informing us about your order problems) and then removed it as we re-sent the missing items. Also note you have not been in contact with us (in a year) since we issued the reshipment. If the reshipment did not arrive, you should have and could have informed us and we would have either re-sent the goods again, issued agreed upon compensation, or issued a refund for the missing items. If you really are still missing the 3 cartons, send us an email or call in to my support team so we can resolve the problem. If you do not let us know there is a problem, how do you expect us to assist you? If the items are still missing, you are really going about this in the wrong way trying to resolve this issue. Now it's quite strange that over a year after you ordered, you are writing this review and are trying to tarnish our company with your slanderous words claiming we are responsible for junk mail you receive from other "crooks", implying we are crooks which is not only absurd, it is slanderous and false. If you receive junk mail, it is usually due to your own actions online (usually from unsavory websites that you may have signed up for) and has no connection or anything to do to our company. If you get promotion emails from our company because you signed up for our mail list (we send 2 promotion emails weekly), then you can simply unsubscribe by clicking on the unsubscribe link on the bottom of the email. Also to claim the reviews here are fake is quite outrageous as companies like Trustpilot and other review site vigorously check the authenticity of each review to prevent fake reviews (whether they are positive or negative). Just for the people who are reading the reviews, we are a company that is not perfect. We do have issue's with shipments here and there but we are always tweaking our shipments and trying new methods regarding service to fix problems and to continue being one of, if not the biggest online Duty-Free store in the world. Now, we cannot guarantee every package we send will arrive (no tobacco and alcohol company can). What we can guarantee is we will do everything in our power to ensure your order is received as quickly and trouble free as possible and without tax, or your money back. Feedback / Reviews are intended to help consumers get an accurate picture of the company / product they are interested in ordering from and, to help companies find problems they may not know they have. Your feedback does neither of those things and in all honesty, it does not help anyone, including yourself. From, Daniel Customer Support Manager

Response from DutyfreedepotNov 30, 2016

Jean, I'm sorry to hear your order has not arrived after your first two orders with us arrived without issue. I have checked and can see you did send us an email and we responded to your email. You sent us an email on 11/10 about your missing order (which was processed successfully on 10/10/16) and we responded shortly thereafter on 11/13 offering to re-send your order as it appeared as though your package may have been lost due to mishandling of your package by the mail carrier. You never responded to our email back to you. You then called in on 11/15 and spoke to one of our reps who re-sent your order. As of today (11/30/16) the tracking for your re-sent package shows it hit JFK in NY on 11/28 and it should be delivered within the week or so. Bear in mind that it was just Thanksgiving and we are now in the holiday season and there may be slight delays with delivery. Yesterday (11/29/16) you sent us an email saying you do not think the order will arrive and asked for a refund even though you had recently requested a reshipment which was recently sent and the re-sent package just hit JFK and is looking good. We have responded to your email and have stated that as the reshipment was recently issued and the tracking shows the package is making good progress, so we need to allow more time for delivery before a refund is issued. If this package fails to arrive we will of course issue a refund if that is how you want to proceed. Now, as for the package not containing the items you ordered, you placed your order online and selected the American Spirit. We sent the exact item you ordered so I really do not understand what you are talking about here. If you made a mistake while placing your order, let us know in your response to our email and we will do our best to assist you with this problem. In any case, please look for our email response and keep us posted on the delivery of your order. Let us know when your order arrives and we will compensate you for the delay in delivery accordingly. I thank you for your patience and understanding, and thank you for your feedback. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotOct 19, 2016

Adian, I'm sorry to hear you have not received your order. You sent us an email about your missing your order on 10/10 and another on 10/12, and we responded on 10/13 offering a reshipment of the missing items as we could see that your package did not arrive and may have been mishandled and lost by the USPS. You did not and still have not responded to our response. Note we clearly state it can take up to 72 hours for a reply and also note you received a response within that time frame. This is the only communication you have had with our company.and in your complaint you made some benign threats that were completely unnecessary and uncalled for. We have no problem with customers leaving us feedback whether it's good, or bad as in your case as long as it is legitimate but, to call us thugs and other things of that nature does not help us as a company find problems we may have and correct them, nor does it help you as a customer resolve your legitimate order issue. In any case, due to the fact that you have not received your order, and due to the fact that you have written what you have written in your two emails to us and in your review, I can clearly see you no longer wish to work with our company so we will issue a full refund for your order. Note that due to the fact that you behaved in such an egregious manner, your DFD account will be permanently closed. Feedback / Reviews are intended to help consumers get an accurate picture of the company / product they are interested in ordering from and, to help companies find problems they may not know they have. Your feedback does neither of those things and in all honesty, it does not help anyone, including yourself. From, Daniel Customer Support Manager