As of now (and the last several months) they are out of business or not doing business with U.S. residents. I had ordered cigarettes for years from them with Taylor as my sales representative. He w... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
Generalnie firma wysyła towar. Czasami trzeba trochę poczekać, wysłać maile itd. Ale na pewno nie są to oszuści. Przed zamówieniem trzeba sprawdzić czy dany towar nie zostanie zatrzymany przez służby... Mehr ansehen
Pas moyen de vous joindre pour commander des cigarettes. Voila ce qui s'affiche sur mon ordinateur Error code 16 This request was blocked by the security rules 2016-12-28 17:37:07 UTC... Mehr ansehen
Unternehmen hat geantwortet
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 cigaret... Mehr ansehen
3.6
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Great service
Great service. I've been ordering for years and if there is a problem, they DO resolve it. I appreciate that they respond immediately to any e mail.
6. April 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Dear Lynn,
We're always here for you.
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
dutyfreedepot
Just after posting my review saying I had an issue with Dutyfreedepot they got back to me straight away and offered to help in any way possible. I was offered a variety of options and was very pleased they responded so quickly. They could not have been more helpful.
29. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Helen,
Sorry for the late reply.
I'm happy to hear my support team was able to help you.
If you need anything else, we're always here to help.
From,
Daniel
Customer Support Manager
Do not order from here. Avoid.
I ordered from here and it never arrived after over a month of waiting. After asking the customer service to look into it otherwise i would need to charge back from my bank as it was a large order. I was informed that they would refund me but i was never to order from them again....Fine way to treat customers.
There's a long list of complaints against them, please google and read about them yourselves before ordering i wish i had!
Your order never arrives and their customer service are just simply rude.
Edit - You fail to mention that in my email i said if you could resolve the issue within 2 weeks otherwise i would need to charge back as my bank only allows charge backs a month from purchase. Not once did you over ANY kind of resolution all you did was claim that a charge back was unreasonable. Had you offered any kind of resolution i would have never wrote this review. Maybe think carefully on how you respond to your customers.
I'd like to mention that what you deem a large order and what i deem a large order is different. You should never judge your customers and what they can afford, thats rude and just plain insulting to your customer base. Moreover, i have googled your company and there is plenty of complaints, I'm allowed to have my own opinion and let the other customers out there that they should be aware that there is a large base of complaints out there.
You should spend more time working on orders than on the clearly lacking customer service. You've clearly shown your true colors in this reply and that's all your future customers need to see. Thank you.
29. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Caron,
I am quite shocked to see the things you write considering this is only your first order with us.
While a negative review should tell readers about one's negative experience with any company, your review tells almost the whole story of how wrong was your approach to us on this matter and by that you are only making yourself look bad here to such extent, that I have very little to add here. But I will.
The order was placed for 2 cartons only and was never a "large" order despite what you claim. It was sent on 2\28, it was and in fact is still within the time frame of 10 - 28 business days which judging by your words, you are not fully aware of. Until a couple of days ago, and that is something you are not telling here, you never contacted us to inquire about your order, not even once. Now, like many other online companies, we have a responsibility to ship the products and deliver, through our online system you can even see that we have done so, but the customer has a certain responsibility as well to let us know if he is missing the order, as we have many customers and cannot contact each and every one of them for this purpose alone.
You conveniently talk about our "Rudeness", while on your very first email to our company, along with asking us to "look in to the order", you immediately informed us you will dispute the charge if your order doesn't arrive which is nothing short of Rude in itself.
We are dealing with Alcohol and Tobacco and not Books or DVDs, as such we consider this as a high risk business and cannot under no circumstances have any tolerance towards Charge Backs. We do all we can to give the best service for our customers, we offer compensations and reshipment and solutions to all problems. You however decided to take matters into your own hands without any sort of discussion, and that is something we will not tolerate and will cease immediately. It is okay to inquire about the process of disputing our charge as we would politely ask you not to, but when informing us about this we simply have no other choice.
For that reason, and we have absolutely no problem in saying it, you are not welcomed to order with us again as we cannot allow you to place orders, receive products and just dispute our charges whenever you feel like it. No business would allow that.
As for the "list of complaints" you are mentioning. It is besides the point of what transpired here that lead you to write this review, but just know that no company is perfect and neither are we, but we have been around for a long time for a reason and that reason has a lot to do with our service and our prices. We would like to be able to work in a cooperative fashion with our customers and we do, which is why we have been around for 11 years and are the leading online store in this field. If you do not wish to cooperate, that is fine as we are perfectly capable of issuing a refund if and when asked. However, you may not eat the cake and leave it full.
If you mentioned any complaints towards us in order to receive a proper answer then there you have it, but if you only meant this as a Cheap Shot to try and slander us in attempt to scare away our customers, then I am sorry but this will not do. We stand behind our service and integrity and have many satisfied customers to show for it.
Your order is being refunded and your account with us will be closed.
Have a nice day.
Thomas
Customer Support Supervisor
Editing:
If by "showing your true colors" you mean that we are simply being honest and upfront about not wanting to deal with your threatening and shall we say bullying attitude, then yes, we have indeed shown them.
You are entitled to your own opinion, no argument there, but if your opinion is that you are entitled to take any actions against our company but keep ordering with us, then we disagree.
Now, seeing the way you chose to respond to our legitimate response, I can see that you do not fully understand what is wrong with your approach and therefore, there is no point taking this conversation further then it has gone as it will go no where and will break down in to further absurd accusations while not taking any responsibility for your words. As a result, we believe these accusations simply do not deserve a response as they are blatantly false and twisted to fit your narrative.
Regards,
Thomas
Customer Support Supervisor
Good customer service
I am pleased with fast and honest customer service that provide the company..
29. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Bakito,
Sorry for the late reply.
Thank you for your great feedback and thank you for ordering with us here at DFD.
From,
Daniel
Customer Support Manager
Shipped Product Three times... Third time was the charm!
I ordered on Jan 17 and order shipped on Jan 24. Waited 30 days and no package. Contacted via email and phone, product was reshipped on Feb 23 and now as of March 27 still no product.
Third shipment sent on March 29th and received on April 6th.
28. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Jeff,
I am sorry to hear and see the problems you are having with your order.
Now, I can see you have only sent us one email 6 hours ago (1 hour before you posted this review) which received a response just a short while ago so lets try to be honest here.
Also regarding your claim of no reply to your phone calls, I checked our call log and can see someone from your location called in about 5:30 AM our local time which is off hours and also around the time you posted this review. I am assuming it is you as no one else from your area called during that time which coincides with the time of your email and review.
We clearly write our operating hours on our site. If you call during off hours, you may not receive a response due to limited staff.
I am sorry that you still have not received your order but to claim what you are claiming here is simply not honest and a misrepresentation of the facts.
It also does not help us resolve your order issue.
I understand you are frustrated you have not received your order and we are too. We want all of our customers to receive orders as quickly and trouble free as possible but sometimes due to the nature of the products we send and due to local postal services like the USPS, problems and delays may occur in transit.
This is why we pour a lot of time and effort in to our customer support team and try to respond to every complaint or question as fast as possible.
In any case, please respond to our email and we will help you receive your order or your money back.
From,
Daniel
Customer Support Manager
Professional
Great selection and custom service. We have ordered several times and only had one issue which was resolved and addressed immediately. Prices are reasonable with all products. W will continue to be a loyal customer. Thank You Duty Free.
26. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Kathy,
Thank you for your great feedback and thank you for ordering with us here at DFD!
Best regards,
Daniel
Customer Support Manager
Excellent,, honest, trustworthy
I have dealt with this company for years with never a problem. This year I ordered 10 cartons of cigarettes + 2 free, and paid for them through e-check, but they never arrived. I emailed the company and they re-sent another 10+2 cartons which did arrive. They only asked that if the original shipment ever arrives that I would pay for it, and of course I would. This tells me that Duty Free is an honest business.
I do recommend this company. They never questioned me.
Terrence
23. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Terrence,
I'm glad to hear my support team was able to help you when you needed assistance.
Thank you for your great feedback!!
Best regards,
Daniel
Customer Support Manager
Reliable online tobacco merchant
I have ordered Camel Blue cigarettes from DFD for some years. I have tried other online merchants and DFD is by far the most reliable, promptly replying to any order queries and sending my orders as promised. I always recommend DFD to other Australian smokers who are also subject to excessive tobacco taxes and charges by the prohibitionist bullying Australian government. DFD provides high quality products and I'm pleased to remain a long term customer.
23. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Mark,
Taxes on cigarettes and tobacco continue to climb world wide.
We are here to provide relief from ridiculously unjust and undemocratic taxes on tobacco.
We have been happy to serve you all these years and hope to serve you for years to come.
Thank you for your great feedback and thank you for ordering with us here at DFD.
Best regards,
Daniel
Customer Support Manager
ciggs are on way
a little confusion at first but now been contacted and resolved issues
21. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Martin,
I'm glad to see my support team was able to clear up the confusion and get help you with your order.
If you need anything else, we're always here to help.
Best regards,
Daniel
Customer Support Manager
Happy Customer
14 cartons ordered - 14 cartons received - 2 at a time - Very pleased with the service I received - Thank You
20. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Dave,
I'm happy to hear and see that you have received your complete order to the UK and that our support was able to help you.
Thank you for your business and for your great feedback!
Best regards,
Daniel
Customer Support Manager
Nothing shipped
I ordered 10 +2 cartoons of cigarettes from their website. This was my first order and I was a little bit worried about it. They charged the money a few days after I gave the order. At the same day, one of their customer rep(Jacob) called me for order confirmation. Until that time, everything looked ok to me. After 1 week, there was no update in the order, I sent email to customer rep asked where my package is. He said they will send it the day after. He also said i will get it in 2-3 weeks. It has been a week, no update, nothing happend. No shipping, no packages!! Don't trust them! They are cheating people! Go and find someone else that you can trust! I will do whatever I can to get my money back!!
17. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Idnc,
I am a bit shocked to see what you have written here considering you placed your order with us 2 weeks ago on 3/4/17 and our shipping time frame (which is clearly listed on our site) is 10 - 28 business days (with an average delivery time of 2 - 3 weeks once sent), not one week.
One of our sales reps. Jacob called you to confirm your order on 3/5 and your order was charged on 3/6.
As a new customer, we needed your confirmation before we process your first order with us to avoid delays in delivery due to an incorrect shipping address and to inform you of a few details like shipping time and things of that nature.
Now, as you paid by E-Check, we needed to wait for our banks approval that the funds are valid before we ship out your first order.
We sent you an email informing you of this and that it would take a few business days.
After a few business days we received approval, we sent you a text message (SMS) and email informing you that your order payment had been approved and informed you of the name of the charge that would appear on your bank statement to avoid confusion as we charge discreetly.
Your order was sent in full on 3/15 and all tracking information for your order is available in your DFD account under the order status.
Your order is in transit and should arrive in the next week or two.
Now I can see you sent us an email on 3/17 stating what you have stated here in your review with nothing new to add other then your order was not sent (which is was) and that you want your money back. That email will receive a response shortly as our email response time frame is up to 72 hours.
I just find it shocking you would write "Don't trust them! They are cheating people! Go and find someone else that you can trust! I will do whatever I can to get my money back!!" when your order is just 2 weeks old and is in transit to you with valid tracking information available in your DFD account online and available upon request via email or over the phone.
Your accusations are not only false and slanderous, they are simply absurd and do not deserve a response.
Anyway, your order is in transit (sent just 4 days ago) so no refund can or will be issued at this time.
If your order fails to arrive in our shipping time frame, please let me know and I will have a refund issued for any and all items you have not received.
From,
Daniel
Customer Support Manager
Reliable company and dependable service.
In dealing with DFD for a number of years, on several occasions there have been problems with delivery, usually lost in transit packages. Without fail DFD has taken care of the problem and completed the order. I am most pleased with the dependability and will continue to do business with this reliable organization.
13. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey cwfox,
I'm glad to hear our support team was able to help you when you had shipment issues.
We will always try to resolve any problem as best and as quickly as possible.
We're always here to help.
Thank you for your great feedback!!
Best regards,
Daniel
Customer Support Manager
Dutyfreedepot
Great company they look out for there customers
13. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Barry,
We will always try our best to take care of our customers.
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
5 Star Products and 5 Star Service!!
I've actually been a customer of DutyFreeDepot for quite a few years now and their products and service just gets better as time goes by. My latest order arrived fairly fast to the United States in 3 separate packages arriving on a different day in the same week, approximately 2 weeks of wait time. All the packages were packaged securely and each were issued a tracking number where you can easily monitor where your packages are on the USPS (United States Postal Service) website. I have NEVER had any ordering or shipment problems with DutyFreeDepot. From what I read on some negative reviews, I believe some of these people are just a bunch of chronic complainers that are not satisfied with anything that comes their way. I truly appreciate the products and service DutyFreeDepot has provided me over the years, and I will be a customer for many more years to come. All my thanks to DutyFreeDepot!! DWS Group
12. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey DWS Group,
We have been pouring time, money, and energy in to improving our service and it's really nice to get feedback like yours.
We've been happy to serve you for over 4 years now, and we hope to serve you for the years to come.
Thank you for your great feedback!!
Best regards,
Daniel
Customer Support Manager
Awesome!!!
Every so often, I order two cartons of Newports at a time and I receive them to my residence in Central Pennsylvania within 8-10 days total and I received them today and should last me a while (2 months), even with me sharing. Never was a heavy smoker.
I initially found Duty Free while I was still in the U.S. Air Force deployed to Qatar in January of 2014 where they did not sell cigarettes on base and did not have Newport brand off base and your company saved the day. Ordered multiple times while there and would normally receive my products within 14-15 days due to the fact I was overseas and the products came from overseas to the APO port in N.Y. State and then shipped to Qatar on military aircraft. 14-15 days was faster than I would have though it would take. Thank you again!
11. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Jeremy,
Thank you for your service and thank you for your great feedback!!
Best regards,
Daniel
Customer Support Manager
Refund issue
Ordered some cartons last Halloween (6+1 bonus). Received them in 4 different packages (around December) with duty higher than the actual order price. Contacted support, they said to refuse them at the post office and that they would get reshipped (January) without duty.
Fast Forward February, didn't receive any cartons or any news. Contacted support again to initiate a refund. They said they would do the refund.
March, still no refund, went to check on the website for status and my account has been blocked.
Going on 5 months later, no cigarettes, lots of stress, and out over 300 dollars.
EDIT (3/12) Since I can't reply to dutyfreedepot's reply, I have to say this here. My partner called on February 1st and was told then the refund would be put through, so it wasn't February 22nd. She is very meticulous with keeping notes, and this is exactly what she has down from her correspondence with their customer service over the phone (called Feb 1st. spoke with Jason - processing refund). My initial review still stands at 1 star because the original order was processed on October 31st. we are just now getting our refund processed from the botched transaction.
EDIT (3/22) : Still haven't received anything. Please advise on what to do next.
EDIT (3/24) : Hi Daniel, can you send me the confirmation number via email or here? Thanks
9. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Jean,
I'm sorry to hear about the problems you had with your order to Canada.
I can see that you sent us an email back on 12/29/16 that you had rejected the packages we sent you as you were asked to pay custom duty on them. You also requested a refund.
The large majority of our shipments to Canada arrive without issue but, due to the nature of the products we send, this kind of thing may occur.
We responded to your email within our 72 hour response time and informed you of our refund policy and offered you a reshipment of your order, agreed upon compensation in store credit, reshipment of alternative items of your choice or, a refund.
We did not receive a response back from you until 2/22/17 when you replied and confirmed that you wanted to proceed with the refund. We responded and informed you that your refund will be processed, and it may take up to 15 business days from the day your refund was processed (2/28/17) to appear on your credit card statement depending on how fast your bank post the refund to your account. We also informed you your DFD account would be closed due to our refund policy.
In any case, please allow a little more time for the refund to post as it was issued on 2/28/17 and should appear on your statement shortly.
If your refund fails to post on your statement within the next several days, double check with your bank and if there are any problems, let me know and I will do what I can to ensure your refund is received.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Jean,
I cannot see any notes on the order stating we received a call regarding your order in February so I will look at our call records and see what happened.
After you responded to our email, we took action and issued your refund on 2/28/17.
If we did receive a call from your partner and no action was taken, I will see what went wrong and implement solutions to prevent this kind of issue from happening again.
Regardless of what happened, I'm sorry to see your order did not work out.
As I stated previously, if your refund fails to post on your statement within the next several days, double check with your bank and if there are any problems, let me know and I will do what I can to ensure your refund is received.
Best regards,
Daniel
Customer Support Manager
Hey Jean,
I'm sorry to hear it still has not posted on your statement.
At this point you should contact your bank / credit card company and ask them if they can see / locate the refund.
If they cannot see the refund, you are more then welcome to take any action necessary with your bank to reclaim the funds as we have issued the refund.
If you need further information like a refund confirmation number, just let me know and I will do what I can to assist you.
Please keep me posted and let me know what happens and if you need my assistance.
Best regards,
Daniel
Customer Support Manager
Hey Jean,
My billing department will send me the refund confirmation number shortly and I will shoot you an email with the info.
If you need anything else after that, let me know and I will do what I can to help.
Best regards,
Daniel
Customer Support Manager
All perfect
I order 6 cartons and all was perfect. They send 3 packages (2 cartons in each) and I receive them fast and the 3 in the same week.
The taste is good and I'm happy with my order.
The only thing I didn't like too much was that the price of my bank charge me was 9-10€ more expensive. I saw in the terms of use that my bank or my credit card company can charge me 1%-8% fee (was 8% in this case). They didn't charge me any fee and it's not really clear for me who charge that fee. But it still ok, cheaper than my country. I will order again.
2. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Caco,
I'm glad to hear you received your order quickly without issue.
As for the bank charge, as we charge from overseas some people may incur an international transaction fee due to currency exchange when using a credit card as payment.
This fee is taken by banks, credit card companies, and payment processing companies due to the currency exchange.
In any case, thank you for ordering with us here at DFD and thank you for your great feedback!
From,
Daniel
Customer Support Manager
Total BS
I was charged about $50 more than I agreed to after all of the extra charges that showed up on my credit card. The order never arrived and after multiple attempts I never got any answers. Do not trust these people who are slowly stealing from their customers and it is sad that most google results for online cigarettes direct consumers to this untrustworthy site. Shame on you people.
1. März 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
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
Excellent
They did exactly what they said they would, I will be back. Thank you, Steve
21. Februar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Steven,
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
Unreliable company, terrible customer service, scam.
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.
9. Februar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
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
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