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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Showing 12 reviews with 2 stars · Clear filters
Anita
SAD TO SAY THE INITIAL CONTACT IN EARLY JUNE, WAS ENCOURAGING AND PLEASANT BUT SO SUCH LUCK WITH ORDERS. AFTER ORDERING, I WAITED 3 MONTHS FOR MY ORDER. FINALLY RECEIVED PARTIAL ORDER, WAS VERY DISAPPOINTED WITH PRODUCT. PLEASE FIND A DIFFERENT SOURCE COMPANY IS NOT WORTH DEALING WITH
Francine Dutton D.
I have been a loyal customer for years but hear lately the service is very poor you get part of your order and it takes forever to get the other part i don't know what it is about usps in isc new York it seems to get there and stops I have been waiting for my package since April now it is June going on July this makes no sense if you are going to run a business you need to treat your customers better than this you don't take peoples money and keep the product.you need to solve the shipping problem since we are paying for it before you lose alot of customers.
Traci P.
I have used this company for a couple of years, and they started out reliable with good customer service. Now however, they have become so unreliable, and with such terrible customer service that they have sunk to the level of scammers. Over the past year, I have had a few orders that had trouble getting through customs and delivered to me, but customer service always rectified the issue in the end and I eventually got my order. On my last order though, everything changed. I placed an order for 25 cartons back in August of 2016. As of February 9th, 2017, I have only received 11/25 cartons. I have made numerous contacts asking for this to be corrected, both through their website complaint system and through calls to their customer service number. It has been 6 months, and I STILL have not received the missing cartons (most of which were returned to sender per tracking info). In my last contact with customer service, I requested a refund, since they had repeatedly failed to send me the cartons I had paid for and not received. The customer service agent didn't apologize for this problem or express any sympathy, but instead told me that if I ask for a refund he would have to close my account and I wouldn't be able to order from them again. It has been over a month since that call and I STILL have neither received a refund nor the cartons I paid for. I tried calling customer service again today and it simply rang and rang with no one answering. DO NOT ORDER FROM THIS COMPANY. You may or may not get what you pay for, and if you don't, their customer service will not help you. Update: Thanks for your reply. Just to clarify a few points. I made 2 separate complaints through the website complaint system. Each time an answer was made, the complaints were immediately "closed" and there was no way to reply to them, although I tried. The December complaint was my second, the first was in November. I am unable to tell you the exact dates since my account is now locked. Prior to that I had tried to contact the agent I usually dealt with via email, Simon, but received no response. So this has been one very long experience where I have had to constantly escalate my actions to receive a response. I will update here if/when I can confirm that this issue gets resolved. Update #2: I am seeing a refund pending to my account today. Thank you for resolving that promptly. I have increased my rating by one star for that, but I should not have needed to make so many contacts before getting a response.
Response from DutyfreedepotFeb 14, 2017
Tracy, I'm sorry to hear about your order problem and sorry to see you feel the way you do after working with our company for over 2 years. After looking at your order, I understand your frustration. I can see you first contacted us about missing items from your last order on 12/2/16 using our contact us system in which we replied to you on 12/4/16 offering you a reshipment for the missing items from your order. Note you did not reply to our offer so at point, no action was taken on your order. You then called in and spoke to one of our reps. on 1/5/17 requesting a refund for the items you were missing. As for what was said on the phone, I will check the recording of your phone conversation with our rep. 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, I can see there has been a huge delay in the processing of your refund which is inexcusable and I will personally see to it that your refund is issued immediately. Once issued you will get an email confirmation. I will see how this order fell through the cracks as I can see some things that should not have happened and some problems which need to be fixed. I will take action to ensure we close up these cracks to avoid this in the future. Just know we will always do what ever it takes to ensure orders are received quickly and as trouble free as possible. If your order fails to arrive (like yours), you will always be covered with DFD. Thank you for your feedback. We need to hear about these kinds of bad cases to locate problems we may not know we have and implement solutions so we can prevent these issues from happening again. Thank you again 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 . Hey Tracy, If you sent us two complaints and they were immediately closed, something must have gone wrong. I will have our programmers look in to this and fix the problem if they locate one. As for Simon, he is no longer working with our company. I will look to see why you did not get a reply letting you know he no longer worked here as it should have been an automatic reply. Looks like the stars aligned (but for a bad reason) and things just went wrong on this order, unfortunately when it rains it pours. I already have started my review of your case and will continue until I am satisfied solutions are implemented to fill in the "cracks" . In any case, I can see the refund was sent to you just the other day so you should see it in the next day or two as a credit on your statement. Thank you for your feedback and sorry about your terrible experience regarding this order. We will always try to do better. . Best regards, Daniel Customer Support Manager
Ben O.
I have happily received my 400, I'm expecting 400 more as discussed but have since noticed I have been charged an extra £25, my order was for £181.68 but I was charged £201.84 and £5.55 transaction fee!?!? Need this resolved as soon as possible
Response from DutyfreedepotJan 11, 2017
Hey Ben, I understand how you feel with all the fake products available online nowadays. Just know all of our products come from the original manufacturers and are the real deal. Feel free to send one of the products you received from us to the original manufacturer and they will confirm it is genuine, that's a guarantee. Thank you for your feedback, I hope this gives you some piece of mind. Best regards, Daniel Customer Support Manager
Christine H.
Although I found the customer service good, my cigs kept getting impounded at H eathrow so if you are in the UK DONT BOTHER
marsha
I have always had good service from this company, but when they added shipping cost of $9 per carton, I called it quits. They no longer are a low cost cigarette provider.
Jan
Placed order June 6. 3 boxes were sent out within a few days of each other. All 3 boxes were returned to the sender. They reshipped the first box and now is is returned to sender again. Based on tracking, the other 2 boxes look like they are being returned to sender. We are now working on the 3rd reshipment. Have used this company for many years and never had a problem with shipping until the last 2 orders. Shipping has really gone downhill with this company. Requires a lot of follow up on my part. They don't like to do refunds so I guess I just have to keep pestering them.
Rodion
I placed the order on 3d of April, 10th of May still not here. Have sent a few emails with this response twice: "Please send us any notice you have received from the post office or customs regarding your package." There is still hope that I might get my items but not much. This review is the least I can do so far.