DutyfreedepotReviews of dutyfreedepot.com

Response from DutyfreedepotSep 28, 2016

Mahmoud, I'm sorry to hear you have not received your order. Please note if you have any problem using our site or with an order you can call to 1800-865-7043 for immediate assistance during our operating hours, send us an email to [email protected], send us a msg. using our contact us page (when you are logged in to your DFD account) and, you can even send a msg. to us on our Facebook page and we will assist you. Please send me your order number or contact us using one of the methods I have mentioned above so we can assist you in receiving your order and fix any problem that may have occurred. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotSep 6, 2016

Hey Ann, I checked your order 806614 and can see you did not receive your order and I am sorry to see that. I have checked the email exchange you had with my support department and I cannot see any of the things you have written. None of our emails with you stated you were a "fraudster" nor did any of our emails say "don't mess with us".or mention anything about lawyers reclaiming anything. You sent us the custom letter you had received regarding your order and we offered to resend your order at our own expense. You agreed and we re-sent the order. Unfortunately, the package was stopped again. 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. . As the re-sent package was not received, you have requested a refund. We are issuing you a refund as our guarantee is that you receive your order tax free, agreed upon compensation, or your money back. Now I really am sorry you feel the way you do and that you have not received your order. I cannot find anything rude or awful in my support teams email exchange with you. They were always polite and upfront about the situation and tried to assist you in the best way possible and as quickly as possible. In any case, I will look in to the reasons why your order was stopped twice to see if there was anything we could have done differently to make the shipping process smoother. Thank you for your feedback. We will always respond to any problem and do our best to resolve the problem; whether that means re-sending the missing items at our own expense, agreed upon compensation for the missing items, or a refund for the missing items. Best regards, Daniel Customer Support Manager

Response from DutyfreedepotSep 5, 2016

Hey Marlene Gray, Thank you for your feedback. we need to hear all feedback, whether it is good, or bad as in your case. I am sorry to hear and see you had some problems on your order to the UK and have not received it as of yet. I can see there was a delay in the shipment of your order due to a stock issue which does not happen often but does occur when demand for a certain product is high and supply is low. Note all products we sell are purchased directly from the manufacturers and we always try to avoid stock delays but, unfortunately I can see that it has occurred on your order delaying the original shipment of your order by 2 weeks. I am sorry to see that occurred. Now the tracking we have for your order does work on Royal Mail. I have checked the tracking of your package and it still shows that your package is "ON ITS WAY TOILC MAIL CENTRE" which means it is still at Heathrow and may have been lost and mishandled, or stopped for further processing. The last tracking update was on 8/14/16. Due to the nature of the products we ship, there may be a bump or two in the shipping process like has occurred here with your order shipment. In these cases, we always offer a reshipment of the missing items, agreed upon compensation or, a refund. We will always make sure you receive your order tax free or your money back. As you have requested a refund and I can clearly see your order has not arrived and our shipping time frame has expired, I will have your refund issued in full and it will appear on your bank statement shortly. I want to thank you again for your feedback, I will look in to all communication we have had with you including the communication regarding the stock delay to see if there was anything we could have done differently that would have improved the situation. Best regards, Daniel Customer Support Manager

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

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

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.

Response from DutyfreedepotAug 7, 2016

Casey, I'm sorry to hear about the problems you had trying to order recently after being able to order and pay successfully twice in the past. As we charge from overseas and charge discreetly our charges are sometimes blocked by banks and credit card companies that do not recognize that our charge is valid. They do this to protect their customers and that is understandable. In these cases, you can usually just give your bank or credit card company a call and lift the block and the charge will go through. If problems with charging your card still persist due to reasons our company cannot control like the one mentioned above, we can always attempt to charge a different card or form of payment. As for unsubscribing from our mailing list, there is a link to unsubscribe at the bottom of every promotional email we send. If you do not want to get our emails, you can simply click on the unsubscribe link. Again, I am sorry that you had problems ordering with us and I will see if there was anything else we could have done that would have helped you have your order payment processed. Thank you for your feedback. Daniel Customer Support Manager

Response from DutyfreedepotJul 13, 2016

Cosmin, The order we are talking about is order 777760 placed on 2/25/16. Your order was for 13 cartons. After a few weeks, you complained that you did not receive 11 cartons out of the 13 you had ordered. We checked the tracking and could see that you did not receive part of your order at that point. We then offered to re-send the missing cartons but informed you that should the original shipment (that had not arrived) plus the new shipments were to arrive, you would need to let us know and either return the extra cartons you had received or pay for them. You had agreed to this and we re-sent the 11 cartons. After we had re-sent the missing items, part of the original missing shipments arrived, then part of the reshipment we had sent arrived. In all you received 15 cartons and only paid for 13 of them. This is why we have contacted you as we can clearly see by the tracking information that you have indeed received 2 extra cartons which are not paid for. At no point did I refuse to speak to you. But if we're talking about this, yes you cannot order with our company until this matter is resolved as you have received 2 extra cartons which have not been paid for, even though you agreed to inform us if you received extra items. Regardless of all of this, I would be happy to speak to you and send you the tracking information (which is available in your DFD account and available upon request by email or phone) which clearly shows you have received 2 extra cartons and as such, we expect payment for these items you have received and have not paid for. Daniel Customer Support Manager