Dutyfreedepot Bewertungen 

It used to be a great company but recently Dutyfreedepot will not resend your order if part of an order is lost in the mail. Dutyfreedepot even deleted the order from my order history on their website. Ordered multiple cartons that were divided up with three tracking numbers. only one order was recieved. I even provided the company with all three tracking numbers in an email as proof and nothing was done, In the email they stated the full order had been recieved. Only 1 of the 3 packages had been recieved. The other two were undelivered.
Recieved no refund or no replacement and company refused too.

Below is the emails I received from this company's customer service. I have been waiting since July 4th to get my orders. I have spoken to Jessie, my contact at Duty Free Depot and would get the same reply that my order has shipped and yet it is now 4 months later and no cigarettes. Their idea of resolving customer issue is unacceptable and even though I have requested to speak to a manager or supervisor, all I get is another run around. These people are just rude even though they have MY money. They wanted to give me store credit...…….why would I want credit when they treat their customers so bad. I am giving them 1 more shot and then will fill the internet with how bad this company really is.

sales - dutyfreedepot.com
Sun 11/24/2019 12:01 AM

Choose a replacement or tell us if you want a refund. Clear enough or not?

Me:
Did you read my email? Are you saying that you have been out of stock on my order for 4 months even though I have gotten partial shipments? If you can not send me the cigarettes that I ordered, then send me Karelia Cream Slims Cigarettes, 1 mg.
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From: sales-dutyfreedepot.
To: mlrupp-hotmail.
Subject: RE: Re: No stock for reshipment

Did you even read our email? It's not that we don't "want" to send you the order, it is out of stock. So choose a replacement or tell us if you want a refund. In case you choose a refund, your account with us willbe closed afterwards as per our refund policy.

Save us your poor threats, we are more than capable of refunding you, we are not here to hold your money as if we were some scam company. We will do okay without it as well, do not worry.

Me:
As stated in my email, I want the cigarettes that I ordered or a total refund for what I have not received. It has been 4 months and I do not wish to wait any longer for other cigarettes to be sent. If you can not fulfill my order, then sent me a refund check.If you refuse, I have no choice but to let me attorney handle this issue. This email will be delivered to him today since I just received an email from Jessie on 11-15-2019 stating my cigarettes were shipped again. I am not sure what is going on in your company,but this is unacceptable.
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From: sales-dutyfreedepot
Sent: Sunday, November 17, 2019 11:48 PM
To: mlrupp-hotmail.
Subject: No stock for reshipment

Dear Mindy Rupp,
After checking your order, it appears that your items may have been lost due to mishandling of your packages by the USPS.

We can reship the missing cartons, but we are currently out of stock of the Karelia Ome' White SuperSlims Cigarettes (Tar 1mg Nicotine 0.1mg) you ordered.

Please let us know if there is another item around the same price you would like sent as replacement.
If not, we can compensate you with store credit (points) equal to the missing items.

We are sorry for this inconvenience and thank you for your understanding.

Please let us know how you would like to proceed.



Regards,

Customer Support

Please let me know where this order is...

Customer Date answer : 14/11/2019 17:22:14

Order 946885 I have been waiting since July for my orders. Your company still owes me 8 cartons and I have spoken to Jessie every week and I still am not getting my cigarettes. I have contacted an attorney and he has all the evidence and will be sending yourcompany a letter requesting a refund of the 8 cartons of cigarettes that you owe me. I am terribly disappointed because I referred many friends to you and told them you were a good company. Now I have to tell them to quit buying from you. Your loss!!!

Let's get something straight. NY customs does not take their cigarette deliveries they are returned to sender ! It is legal to receive 2 cartons of cigarettes thru mail for personal use. The company sends 3-4 cartons for each delivery and they are flagged by customs and returned to sender. Their CS number is a joke, no one ever answers phone and VM are never returned. Do not do business with them!!

Extremely bad company. Not worth time. They will ship part of the order and then try to convince you that only way get rest of the order is to place new order, basically extorting more money from you. Support is extremely unprofessional,rude and hard to understand. Located most likely in Ind**a, Do not order from them, you will loose your money.

This company is complete joke. They lie about their inventory, about their shipping. No support whatsoever. They promise delivery in 3 weeks, but you are lucky if you get part of the order. If order gets blocked by customs, they refuse to resend it even if they charge hefty price of 8$ per carton for delivery. I am at complete loss to understand how the company can continue to operate since they are unable to deliver the orders and completely unwilling to support their customers. I urge you to stop ordering from this company if you live in US. Everybody who I knew lost their money after placing the order.

This s a total scam. DON'T FALL FOR IT. Clubcigarette or Dutyfreedepot, DF pro and god knows how many other names thsese scammers are using, it's all a SCAM! Not to mention buying counterfeit cigarettes online from abroad is ILLEGAL! So don't be stupid people! If you get scammed you deserve it.
If you had any doubts whether you are dumb or not, then now you know, because if you order illegal counterfeit cigarettes online you are very stupid and gullible, so wonder no more...

DutyFreeDepot.com was taken over/transformed into ClubCigarette.com some months ago and the "new" is worse than the "old". I am writing this as a warning to potential customers and as a fervent plea to someone in the company to read this and please resolve the mess I have spent endless hours on for months in countless attempts to receive what I have paid for. Since July I have placed 5 orders totaling
$1,853.96. Yes, my partner and I are heavy smokers, thus the several orders. Of all those orders I have received only a few shipments of cigarettes. Yes, it appears ClubCigarette DOES send out the packages, but over 90% never make it out of the ISC customs center. I have written many emails requesting replacement shipments, even called the poor sales agent, whose job is to take orders, not really ensure old orders are fulfilled. I have to give him credit for trying, but he has had little success. No one at ClubCigarette pays any attention to my very detailed emails, complete with tracking numbers of missing packages, other than to acknowledge receipt of my messages. I am currently out approximately $1,500 with scant hope of receiving what I paid for. Do NOT waste your time, energy or money making purchases from this company. It is an exercise in futility. If anyone at CC cares, the order numbers are:
944180
944192
946644
947285
947953
I rather doubt this post will achieve prompt reshipment of my packages missing over 30 days but I thank Trustpilot for giving me an opportunity to vent my frustration and to warn others about the perils of placing orders in good faith. It is not CC's fault that packages are lost or stolen or mishandled by customs but their haphazard reshipment policy leaves much to be desired.

I made a huge mistake by not checking their reviews I did order 6 carton of cigarettes in jun 2019 and haven't got it still the number they call u from dont work only time u could talk to them is when they call u and emailing them forget it no reply but ya they do call u every 2 week and ask u did u receive your order just to make u feel good that they are liggit took$ 370 for express shipping haven't got nothing this company has to stop period I shouldn't even give them any stars at all

i oder Dunhil cigarets 4/22/19 it is 8/26/19 still waiting
Tracking Number: LX273299833IL

Your item has been processed through our facility in ISC NEW YORK NY(USPS) at 7:00 pm on April 29, 2019.

Status

In-Transit
April 29, 2019 at 7:00 pm
Processed Through Facility
ISC NEW YORK NY(USPS)
In-Transit
Tracking History
April 29, 2019, 7:00 pm
Processed Through Facility
ISC NEW YORK NY(USPS)
Your item has been processed through our facility in ISC NEW YORK NY(USPS) at 7:00 pm on April 29, 2019.

Origin Post is Preparing Shipment

I placed my order in April,2019 I have contacted them & they
have reshipped 3 times I still don't have my order & it's August!!
They have had my $277.22 since April

I have been waiting since April 2019 for my order,when I filed a complaint in June they re shipped my order,again it has been lost at customs in New York.I have been calling and writing to their site and receive answers stating that they will re ship ( hasn't happened ) or repeatedly asking for my order # which I have given every time.....at this point I would just like my money refunded

Shady business.Ordered over a month ago and still waiting.When trying to contact them they pretend that they don't hear you and hang up on you.Basically I was robbed of $200.No wonder they don't accept credit cards anymore, because they are afraid of chargeback.Avoid at any cost

Order of 6 cartons was placed November 2018. 3 cartons arrived in December 2018 and the other 3 + 1 bonus still are not delivered and it is almost end of July 2019. Latest reply to complaint was "waiting for fresh stocks".

Have been a customer for many years. Last order has been held up in New York customs, even though I paid extra for shipping. For one week I have had no response via email, nor does anyone answer their phone. It seems I have lost $416.00. Be aware of this company.

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.

Very bad experience. I was the very loyal customer and ordering a lot from dutyfreedepot. But recently, for the 2nd time they are not sending me my order, and blaming post office service for it. When i am asking to get the refund from post office they are refusing it. The guy named Alex contacted on June and asked to place an order, saying that he is gonna take care of the order this time and guaranteed that nothing is gonna happened with the order. i tried to call him back to inform that i received 3rd part of my order, the phone got disconnected.

I place order for 12 cartons of Karelia Blue cigarettes on December 18,2018. 8 cartons came in February I try to call Dutyfreedepot, no answer, I sent an email - no response. I think no more orders from this site. I have been ordering cigarettes from this site for a very long time (over 10 years) and before if some items were missing they reshipped in short period of time, but this time is almost 6 months and nothing is happening. All missing items disappeared in New York. Whenever items were shipped trough San Francisco there was no problem.
Bogdan Bzowski

After complaining to Trustpilot I've got my missing packages in a record time (5 days).

I have ordered 3 packages of cigarettes in February 2019. So far received only one. Complains go unanswered. Nobody takes call at customer service. I have been buying for years but I don't think I will buy any more. Company became unreliable.

I always bought with them without any problem, but last year on 10/17/2018 I bought three lighters, but they never arrived. I thought it was some mistake, so I bought it again, but I looked at the status of the order and saw that it had been canceled. I do not know if they charged me, and they did not give me any satisfaction by email.