Lars B.
VARING!!
VARNING!!! Detta företag uppger att dom skickar cigaretter från EU (Cypern), men det gör dom inte!! Alla paket beslagtas på Arlanda!!! Sen får du bara en bråkdel av pengarna tillbaka. Mycket oseriösa. VARNING!!!! This is the respons from Dutyfreedepot: Lars, We will make this very short and clear. You have written False things about our company that were not proven ever. If you do not remove your review by Tomorrow, we will file a Lawsuit for Defamation of our business. Furthermore, we will charge you for the Shipping Fees you owe us from the previous order. We are warning you, we advise that you remove your review immediately before ations will be taken. From, DFD Legal Dept Here is another: Lars, Very well, you are admitting this which will make it easier for us. Your review will be taken down, your TrustPilot account will be blocked and we will make sure you will pay costly for this defamation. From, DFD Legal Dept. Well u do what ever u want... The fact is that i pay dubble the price fore my cigarettes.. Just one thing that strike me, if u send 13 times to Sweden and just 3 come through.. way do u keep send? Its quite klear that the custom takes it, and way dont u send from EU that u klame?? Lars, This is your second warning. There is a difference between opinions and spreading False Facts about us. Remove it before we will take this to the next level. DFD Legal Dept. Well.. thats u perception... The fakt is that i have paid 200.07 USD fore 6 cartoons.. its 33,35 per cartoon that u state u take 15,08.. I have al the invoise from the Swedish custom, proving that they have sent back the cartoons to u, and that u have posted this cartoons from a land outside EU. So im feeling safe. Its very strange to recive this nice response here at Trustpilot. You have threatened me, claim that my review will be taken down, my TrustPilot account will be blocked and you will make sure that I will pay costly for this defamation. I wounder what Trustpilot have to say about this?? How ever, you have not responded way you send from a country outside EU, and not as you clame from Cypern. One more thing that customers should know about your policy: Dear Lars Bengtsson, You have requested a refund back to your credit card / bank account. Unfortunately, due to company policy customers who are refunded will not be able to order with us or any affiliated company of ours again. Your refund will be issued according to our terms of use.
Response from DutyfreedepotMay 18, 2017
Hey Lars, I'm sorry to see you have had problems on your 4th order with us to Sweden. European governments love to tax tobacco and we are here to provide relief from these undemocratic and simply absurd taxes. Unfortunately due to these ridiculously high taxes, any company sending Tobacco to Sweden will run in to trouble, this is just a fact of tobacco shipments to Sweden and Europe as a whole. The customs in Sweden are very strict and the slightest issue with package labeling and other things of that nature may (more often then not) lead to the package being seized. If seized, they will ask for a king's ransom to have your package released as they are not interested in being fair, all they want to do is punish tobacco smokers. Now, we do have a good delivery rate to Sweden but, not every shipment will make it. This is simply a fact of doing business in Sweden and in Europe in general. Now, part of your order was missing and you requested a refund. We offered a reshipment which you declined so we issued your refund according to our terms of use. In our terms of use, we clearly state that if a refund is issued for a European customer, we will take $9 per carton sent off the refund for the cost of shipping. When you ordered, you agreed to our terms of use and as such, your refund was issued according to this policy. I encourage all of our customers or potential customers to always read the terms of use of any website they order from or use. It is simply good practice and one we encourage when using our site. Unlike most terms of use, ours is one page and in regular words (not 5,000 pages of crazy legal jargon you get from companies like Apple). As for the email you received, I am sorry to see you got this email. Please forward a copy of the email you received from our company to [email protected] and write attention Daniel in the email subject. I will look out for your email and review it once it is received. I will find out who sent this email to you and take disciplinary action as this is no way for an employee from my department or any department to behave and does not reflect our company or policy in any way shape or form. None of the actions listed in the email you received can or will be taken. You are always more then welcome to write a review and we want people to do so. The more feedback we get, the better our service will get as feedback leads to finding problems we didn't know we had and leads to solutions to these problems which is a win for any company. In any case, I am sorry your order did not work out and I apologize for the email you have received. Thank you for your feedback, we need to hear all feedback whether it's good or bad (as in your case). Best regards, Daniel Customer Support Manager Hey Lars, Regarding the email or emails you received, as I stated before "As for the email you received, I am sorry to see you got this email. Please forward a copy of the email you received from our company to [email protected] and write attention Daniel in the email subject. I will look out for your email and review it once it is received. I will find out who sent this email to you and take disciplinary action as this is no way for an employee from my department or any department to behave and does not reflect our company or policy in any way shape or form. None of the actions listed in the email you received can or will be taken. You are always more then welcome to write a review and we want people to do so. The more feedback we get, the better our service will get as feedback leads to finding problems we didn't know we had and leads to solutions to these problems which is a win for any company." Note if you did receive an email talking about your Trustpilot account, we are not Trustpilot and as such, we cannot do anything to your account here nor would we want to. We are a company that firmly believes in one's right to free speech and you are simply exercising that right, as are we. We feel more speech, not less speech will lead to a better company customer relationship and most importantly, better service. Now, if you really did get an email that stated the things you are saying here, please send it to [email protected] with the subject "Attention Daniel" so I can see what was written and find the person who wrote it so I can take action and stop this non-sense from happening again. If you check other reviews here on our Trustpilot page and if you read our terms of use when you ordered (you checked a box that stated you did before your order was processed), you would have known of our policy regarding refunds. This is why we offered you a reshipment or agreed upon compensation which you refused. Now I can understand your frustration here but, we cannot be held responsible for the fact that you did not read our terms of use. We do not hide anything which is why it is clearly written in our terms of use and again, every time you ordered you had to check a box that stated you read and understand our terms of use. If you did not understand our terms of use or did not read it, why would you check a box stating you did? Our terms of use is short and to the point. It is one page, not thousands of pages and is written in simple English, not in high level legal terms. To anyone who read this review, please read our terms of use before ordering and in general, read the terms of use of a site before using their service. It is simple a good idea and a good habit. As for the cartons being returned, yes the cartons are being returned as you rejected them but what does that have to do with anything here? We ship from several places across the world with the majority being sent from Spain, Cyprus, and Israel. Where an order is sent from depends on items ordered, the delivery location, and our own local rules and regulations regarding the shipment of tobacco. Note you did not complain about the origin of the packages we sent you on your first 3 orders (they were all from the same place) so I do not see why now all of a sudden it is an issue as they were all sent from the same place as your last order which is the one we are talking about. As for sending many packages and only having some go through, as you know your first 3 orders had far fewer problems then this one. Unfortunately, due to the rising problems with terrorism and other not so great things (which is putting it lightly) happening in Europe (you should know about these issues better then I do as you live in Sweden), we have seen more packages being stopped due to security concerns. Our packages are just getting caught up in this which is unfortunate. We are looking in to ways to avoid these problems and I am sorry to see your order got caught up in this issue. Again, I am sorry your order did not work out and I apologize for the email you have received. Thank you for your feedback, we need to hear all feedback whether it's good or bad (as in your case). Best regards, Daniel Customer Support Manager