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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343 Bewertungen
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Das haben sich andere Leute angesehen
Order took a while, but all is well
I received only part of the order initially. I contacted DFD and they responded quickly, sent out the part of the order that went missing. Once again, not complete . DFD responded by resending the missing portion, and finally received the complete order. VERY reliable, highly recommend this company!! Good people!!!
6. Februar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Jeffrey,
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
Item did eventually arrive.
The company does state that it can take months for items to arrive.
I ordered 6 cartons first off and after some 7 weeks - nothing had arrived. I received a letter from customs to say that they had been seized.
I contacted Duty Free depot who sent 3 cartons of a different brand (twice as expensive) These cartons arrived without incident.
I have now placed another order for 3 cartons. Hopefully they will arrive!
Thanks duty free depot
2. Februar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Moir,
I am glade to hear you finally received your order and received assistance when you needed it.
When something goes wrong, let us know and we will do everything we can to resolve the problem as best and as quickly as possible.
Thank you for your feedback!
Best regards,
Daniel
Customer Support Manager
AVOID AT ALL COST!!!
I placed an order in late November. When I asked why it still hadn't processed by mid December, I was told they were unable to process Visa at the time, but they could now, and it would be reprocessed that night. When it still didn't go through, I was told that my bank declined the transaction. My bank shows absolutely no record of the failed attempt. After confirming they had the right card info and that I had the right info to tell my bank to pre-approve, the same thing happened. I was again told that my bank declined the transaction, even though my bank already had a noted allowance for it, and again my bank showed no record. I took the bait and agreed to pay with an e-check, since it's now late January, and the person the hard-to-find bottle of liquor was for has now passed Christmas, New Years, and a birthday. Well, the e-check never attempted either, and these people have my card and account info from the check, but I don't even have answers. After specifically looking reviews of them up on Google, I found even worse experiences than mine. This is the only site that the company looks remotely good on, and even the few bad reviews here made me back out. I changed cards and account numbers for security. Anyone else should do the same. STAY AWAY!!!
Since this initial review and DFD's reply, I had added a response below. Within a short time, they requested my review be taken down. In response to this, I have willingly provided the administrators of this site with my proof of dealings with DFD, and have even modified my review to the point of no longer even having what was actually a rather polite reply, with actual suggestions on ways they could better themselves. Meanwhile, the only response from DFD on their own site has been an automated request that I also provide to them a copy of my bank statement. BEWARE!!!
Since my review's removal, and while continuing to edit it to fall within 'guidelines', I had made another attempt to inquire about the automated reply asking for a bank statement via DFD's site. Now in early February, I get an automated email that my order has supposedly been processed. I also got a second automated email with the expected payment declined response, but also saying that they have already shipped my order, so now I really owe them. Suspiciously, the company that the automated email said the order was billed from was nowhere near the same name as the one the live representative told me the were using months ago. Also suspiciously, there was no tracking number to verify any of this, and my bank still shows no attempt against the closed accounts. When I log back into their website, my home panel is blocked by an automated payment demand. This takes away any ability for me to access order information, including tracking. It also now takes away my ability to use the messaging system to even deal with them.
A review this bad, even written politely, had to be confirmed, argued, and edited to even stay up. You can only imagine what myself and others really wanted to say. I'm done being polite. I will be one of the few that will continue to do what I need to keep this bad of a review about your company up to warn others. This company will put more energy into fighting bad reviews, than actually handling their customers properly on their site. Again STAY AWAY!!!
27. Januar 2017
Antwort von Dutyfreedepot
Hey Peter Novak,
I have tried to find your order / account with us but I cannot find it under the name you have provided.
Please let me know your order number or the name you ordered under so I can see what exactly happened.
I can tell you that we have been around for over 10 years not by scamming people but, by providing top quality products for bargain prices and providing a high level of support to ensure orders are received as quickly and trouble free as possible.
Now, the claims you are making here about scamming, fraudulent charges and, counterfeits are simply false and without merit.
Just let me know the order number or the name that you ordered under and I will see what exactly occurred and help you with your order payment issue.
Best regards,
Daniel
Customer Support Manager
Peter,
As I still cannot locate your account and you have not provided any order number or useful bit of information for me to locate your account, I will simply respond to your claims as best as I can.
Now, we did have a problem processing credit card payments towards the end of last year.
Note this problem effected many of our customers who wanted to order using their credit card.
We had our staff contact our customers one by one informing them of this issue and asking customer if they wanted to pay with a different mode of payment so we could get their order going while we still tried to fix the credit card payment issue. Note we added warnings on our site when selecting credit card as payment informing people of this issue and did what we could to resolve the problem as fast as possible. The issue has been resolved for those who are interested.
We reported your review as you did not provide any order number or the actual name you ordered under and refused to do so, so we could not confirm anything you have written here but some of it like the issue processing credit card payments was correct. By your refusal to simply let us know who you are, you forced our hand to report your review.
You wrote and have written all sorts of things that are / were so far out there, it was simply impossible to respond to all of your absurd claims. Not to mention we may have a different definition for the word polite as your review was far from it and your subsequent updates (which are not shown here) were vindictive and slanderous (which is putting it lightly).
Instead of working with us and trying to help us as a company help you as a customer, you simply attacked us and were not looking to have your problem resolved nor have a fair and honest conversation about what happened. You lectured us about all sorts of things instead of simply letting us know who you are and what happened so we can take a look in to it and fix any problems we could locate and assist you as best we could to complete your order.
In a nutshell, we are not a perfect company, far from it and we are aware of this. This is why we are constantly working to improve our service and pour time, money, and energy in to improving our service.
We have been online for over 10 years by providing great service and prices, not by trying to scam or steal. We will always respond to any problem and are as upfront as possible and try to resolve the problem as quickly and fairly as possible. We want to hear about problems and bad experiences so we can figure out what went wrong and fix the problem and hopefully, create a better smoother shopping experience from placing an order to delivery. Honest and fair bad reviews are worth more to us as a company then good reviews (though we greatly appreciate them) as they show us that there is always room for improvement, and sometimes they help us find problems we did not know we had as a company which in turn leads to the problem being fixed which improves our service.
In any case, I can see no matter what kind of response you get, you will continue to claim all sorts of falsehoods and conspiracy theories and write "STAY AWAY!!!" and "BEWARE!!!" as if there is real danger. The only danger is that you may save a lot of money and you may get quality products for bargain prices with pretty good service so BEWARE!!! and be prepared to save.
From,
Daniel
Customer Support Manager
Dutyfreedepot is EXCELLENT--a model for all online sellers!
Dutyfreedepot is a great online seller that I would highly recommend. They always ship quickly and their prices are excellent! Even if i don't see a specific special for what I'm ordering, specials almost always have popped up when i go to check out. I saw some grumbles in other reviews about orders not showing up and occasionally this does happen but by using the tracking numbers that come with every order, it ALWAYS shows that the packages were sent in a prompt manner. We have been ordering from DFD for over nine years, and sometimes packages do seem to vanish en route after entering the USA. When this does happen, the tracking always cease at the same USPS blackhole [US Custom].
But whenever this does happen, we notify Dutyfreedepot and they quickly send out a replacement every single time. I have not lost a single cent from ordering from them in almost ten years. They ask you to promise to pay just in case the package should arrive at a later date. This actually happened twice and both times the replacements arrived before the original shipments! But even here DFD has been great, after we notified them of the original package have arrived they sent us new invoices for the 'extras', but both times they only charged for the items themselves and and we saved more money on the Free Shipping.
They also have a rebate/credits that come on every order which can be used to save even more on next orders. The only possible room for improvement is when they're out of certain items (Van Nelle Zware Shag) if they could maybe put a 'Notification by Email' button on the product's webpage whereupon you get an email when the item is back in stock. As it is now, they take the page offline so you have to just continually check their site to see when it is back in stock. Otherwise, I wish that ALL online retailers were as committed to Customer Service as the good, honest and caring folks at DFD.
Theo de Vries
25. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Theo,
I thank you for your honest feedback and for your suggestion.
I will look in to creating a "Notification" system you have suggested as it is a great idea and will make the ordering process more user friendly.
I thank you again.
Best regards,
Daniel
Customer Support Manager
Excellent customer service!
I ordered from DFD and a competitor at the same time, with the same order so I could compare the two. DFD communicated immediately and kept me informed. Since this was my first order, it took about a week for confirmation. Once my order was sent, it arrived toe a week later. Their competitor, on the other hand, sent two separate boxes (I understand that), but they did not communicate nearly as much and my order arrived 2 months after it was shipped. If this is the norm with DFD, they have just won over a lifetime customer! Couldn't be happier!
20. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Elizabeth,
I'm happy to hear you received your order quickly and had a great experience with our company.
If you ever need anything, we're always here to help.
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
Awesome customer service
Great fast customer service that is trustworthy and always going the extra mile.
17. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Chuck,
Thank you for the great feedback!
Best regards,
Daniel
Customer Support Manager
Poor service!
I payed $230 dollars for ciggerret and I have been waiting nearly almost 3 months now and package has still not yet to come to my address. I have talked with numerous assistance from Duty free depot and the package has been rejected 3 times and returned back to Sender from Customs! This is Unacceptable for the Business to function properly, not to have a legit website, to keep a business running in this manner. Trying to stay calm and patient but I'm thinking about asking for my refund back and contacting the, "Better Business Bereua! "
14. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Travis,
I'm sorry to hear you have not received your order.
Please note you placed your order on 12/4 and your order was processed on 12/6 so we are just passing our 10 - 28 business day shipping time frame (not 3 months but still a long time) and I am sorry to see this.
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.
You sent us one email which we responded to promptly and I can see you have called in a few times and received assistance from our reps.
The original shipment did run in to trouble so we promptly issued a reshipment which unfortunately ran in to trouble as well and I am sorry to see this.
When the 2 packages return to our warehouse, I will see what happened to cause the failure in delivery. Sometimes a small error or rip on the shipping label which will cause a package to be returned.
Now I can see you just talked to us 4 days ago and agreed to one last reshipment attempt which was sent to you on 1/12. I simply ask for a little more patience for the reshipment to arrive. When it arrives, you can let us know and we will compensate you for the delay accordingly. If the reshipment fails to arrive within the next 2 weeks, please let us know and we will issue a full refund for the items not received.
Thank you 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
Been 2 months and haven't received my order (too)
Firstly, I read alot of reviews on this site which give me confident with this seller. So I went ahead and placed my order. 2 months passed by and I haven't received my order. I do understand that this seller deal with unconventional product which hard to guarantee shipment, so I took their suggestion to buy extra insurance. I've emailed their customer service after delivery time frame given by the seller (30days), and ask for refund because I thought I have an insurance and I haven't received the order. But this is what I got from the customer service team in reply email.
"Please note that it is clearly stated that we will not be held responsible for any lost/missing/seized item that was sent to the UK.
However, we would like to issue you a reshipment at our own expense.
If the reshipment fails to arrive, we will not be able to issue a second reshipment but will be forced to issue you store credits for the missing items -$9 per carton for shipping expenses as stated in our terms of use."
I really want to understand what kind of insurance is this? money back guarantee? or shipment guarantee? and If look into detail, the seller will grant me $9 discount per carton for the next order? are you kidding me? I placed an order for $73.97, and if I haven't received the order, I'm going to have $9 back for next order? Seriously, who will place another order with the store that couldn't manage to deliver the product?
Last week I just sent an email to customer service time for confirmation on reshipment, however, I just read through a review here by 'Magnolia Gonzalez' (6days ago). And I noticed that he placed his order nearly the same time as me which is late October (29 Oct for me), and haven't received it too. I read through reply from Daniel, Customer support Manager and found a huge different between the email I got from them and the reply from Daniel.
"Due to the nature of the products we send we know this kind of thing may occur which is why we offer things like insurance which guarantees you a refund if your order is not received (for any reason) or is received damaged."
This one if from Daniel.
"Please note that it is clearly stated that we will not be held responsible for any lost/missing/seized item that was sent to the UK."
This one is from his team.
Anyway as I sent the reshipment confirmation email back to their customer support already, I don't know if it possible for me to change from reshipment to "full refund" or not. (I can bet that they will not grant me a full refund and will come up with something like 'the reshipment has been issued already') But if I could, I would like to get a 'full refund' back and stay away from this seller ever.
So to sum up for anyone who interest in this seller, I would like to suggest several things before you trust the 5-star and place order.
1.) Go for any seller that has Paypal (I learnt it hard way).
2.) Read terms and agreement every time before place order (even the insurance coverage).
3.) Try other seller if you want it to deliver to UK, this one has problem of 'lack of cooperation between the local and UK postal service'.
To be honest, I was going to give up on my order, until I read through Daniel reply to Magnolia Gonzalez here, so I decided that I need to tell all other users about this first.
------------------------------
Dear Daniel,
Thank you for your fast response and very helpful information.
Could you provide any evidence or email that you've managed to cancelled my reshipment and issued the full refund for me? I believe that you have my contact detail on your hand already. (Hope you understand that I need something as a evidence of conversation or communication with you which more solid than this review and reply, an email would be the best)
Replying for the points I've made,
1.) As what Daniel stated, it is strictly prohibit by Paypal to buy/sell tobacco and alcohol, but there're alot of seller out there that still be able to use Paypal as a payment method which would be an option for buyers. The point for this is I recommend every buyers to use Paypal even wiring money, because they are easier to talk to if you came up with a problem (personal experience compare to using Visa/Master credit cards)
2.) I really agreed with Daniel on this point.
3.) Speaking from my experience, the order from DFD was my first order that I've tried order from online, which gave me the bad experience. But later that I found it's taking too long to deliver to my address, then I decided to try and order from other seller (will not given name). The order arrived within a week, so I keep order more and more (got delivered everytime haven't bump into problem yet). I would love to share my experience or detail which I got from other seller with DFD if you want, so if you can take something from it and improve your service (this is because you always taking feedback and saying that you want to make it better)
You have my contact, looking forward to receive an email from you or your team.
Another star for your fast and helpful response
------------------------------
Updates
I just checked my email and there's an email from DFD stating about refund already made. I would say that even I had a bad experience about the shipment, but their customer service is very professional.
The email said that the refund will be back to my account in 14 business days, I will keep update if I got the refund or the time frame has been met.
Another star for your email stating about the refund.
10. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Poomi Phanutaiwat,
I'm sorry to hear and see you have not received your order to the UK.
We offer insurance which guarantees you a refund if the order is not received (for any reason) or damaged.
You requested a refund and we offered you a reshipment with certain terms but if you did not agree to these terms we would have issued you a full refund as you have insurance and did not receive your order.
As your reshipment has not been sent, it has been cancelled and I am having a full refund issued as guaranteed with insurance.
Now in regards to the other review you read, that customer is located in the US, not the UK.
We have different rules regarding reshipment and other things of that nature depending on the country and region due to the differing rules and regulations from country to country. We state this in our terms of use.
Now regarding the points you make at the end of your review.
1. Regarding payment, no tobacco company can take PayPal as payment due to PayPals strict rules and regulations regarding the sale of Alcohol and Tobacco. If you find one that does, be aware that it may cause problems for your PayPal account.
2. Always always read the terms of use of any website you 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).
3. Any company sending Tobacco to the UK will run in to trouble, this is just a fact of tobacco shipments to the UK. The customs in the UK 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. Once seized, it is just about impossible to have the items released (even if you pay the insane undemocratic fee's they levy). We do have a good delivery rate to the UK but, not every shipment will make it. This is simply a fact of doing business in the UK. This is why we have insurance (like you purchased) just in case something goes wrong with your shipment and you want a refund, you can get one.
As for tracking to the UK, we usually get updates from Royal Mail once a package arrives to Heathrow (which is available on their tracking website) and we get delivery confirmations per request but, we cannot see where a package is when it is in transit in the UK which is a problem. We are working with our local mail carrier and trying to solve this issue so we can get full tracking when a package is in transit in the UK.
In any case, I am sorry to see you had a bad experience with our company. I will take a look at the email exchanges you had with my support team and see if there was a better way to handle your order issue.
I thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Hey Poomi Phanutaiwat,
I'll send you an email shortly so you can tell me about the other place you ordered from and I will see what improvements we as a company can make to have the UK shipping process run smoother.
I want to thank you for your understanding and for your feedback, I appreciate it.
I'll be in touch with you shortly.
Best regards,
Daniel
Customer Support Manager
Thank you Duty Free
Thank you, my goods have arrived as expected. Very happy with your service.
9. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Mike,
I'm glad to hear your order arrived and that you are happy with our service.
Thank you for ordering with us and that you for your great feedback!
Best regards,
Daniel
Customer Support Manager
Overcharged
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
8. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
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
Satisfied
Like their attention and reshipping policy.
8. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Asukonik,
That you for your great feedback!
Best regards,
Daniel
Customer Support Manager
trustworthy
They always follow through either with re-shipments or refunds. It is customs that keep causing problems not DUTY free Depot.
8. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Richard,
Thank you for your kind feedback.
Just know we will always do what it takes to get you your order as quickly and trouble free as possible.
Best regards,
Daniel
Customer Support Manager
Received the wrong product!
I ordered three bottles of Jack Daniels Single Select. What arrived was a different Jack Daniels. It has been three weeks and they have not responded to my complaint, I am disputing with Visa. I recommend only using a credit card with this company!
I collect Jack Daniels. I have a collection worth over $20,000. I know Jack Daniels! What I ordered off of the picture on their website and what I received are two different bottles. I have a bill for $208 for three bottles of Jack that I don't need. They never responded to my complaint until they read my negative review, they never offered a solution. I contacted Vida and disputed the charge. I have asked in writing twice for them to send call tags so the items can be returned. They have taken what I believe is a bait and switch scam and taken it to a level it should never have gone. Proper customer service and the problem would have been resolved. You want to threaten legal action, bring it on! You do not know who you have picked a fight with. It is now war!!!!
6. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Dave,
I'm sorry to hear you claim to have received the wrong product and have not received a response to your complaint.
Please note we have responded to every complaint you have sent us promptly within our 72 hour response time frame.
Now, after checking the images you sent us, we informed you that the product you received is the one you ordered.
You ordered the Jack Daniels Silver Select, not the Jack Daniels Single Select (which you state in your review) and I believe this is where the confusion lies..
Note we do not carry the Jack Daniels Single Select and never have carried that item.
We will stay in contact with you and see what we can do to help you with your order mistake.
Now, we insist that you stop with the benign threats of disputing our charge (which would be a fraudulent financial action) as you receive the products you ordered..
We are willing to assist you with your order mistake but we cannot assist someone who threatens us and writes false reviews instead of speaking in a normal manner through the proper channels.
In any case, we will call you within the next 24 - 48 hours and see what we can do to resolve your order issue.
From,
Daniel
Customer Support Manager
Dave,
Enough with the fake outrage and theatrics.
We did respond to your initial complaint but you did not respond, we have the records of the email complaints you sent us and all of our responses.
You ordered 3 bottles of Jack Daniels Silver Select which was and still is stated on our site in large lettering to avoid confusion. The picture for the Jack Daniels Silver Select is a picture of Jack Daniels Silver Select. Your claim of "bait and switch" is not only out of context but it is down right false and slanderous.
Not only this, but we clearly state the following in our terms of use.
Packaging of the product:
The packaging of the product could be different from the one shown on the site. Please take into account that due to the location where the product is manufactured, packaging can change periodically and according to local laws of that specific country.
Now, you clearly made a mistake ordering as you have stated you wanted the "Jack Daniels Single Select" which we do not carry and never have carried.
It's ok, mistakes happen and we will do what we can to help but, to continue stating falsehoods and slandering us is completely uncalled for.
If you have disputed our charge we will respond in the appropriate manner to your fraudulent financial action as we will not be bullied around.
I can see there is no point taking this conversation further then it has gone. I can see by what you have written here in this review and in the emails with our company, that this conversation will go no where and will break down in to further absurd accusations of "bait and switch" (which is clearly absurd as you were the one that made a mistake and ordered the wrong item even though it is clearly labeled and there was no "bait" nor was there any "switch") and other ridiculous accusations that simply do not deserve a response as they are blatantly false and twisted to fit your narrative.
From,
Daniel
Customer Support Manager
Great service
Great service from this company, fastest service and best prices...Thank you
4. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Edwin,
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
Been 2 months and haven't received my order
Placed an order late Oct 2016. They gave a tracking number and state the order should be delivered in 28 days. I followed up Dec 2 and they said the items were lost in transit and they'll send another request to their warehouse to resend. I requested for a refund if they can't ship it to my location. It's been a month and haven't heard anything. Will not do business with this company again.
3. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Magnolia,
I am sorry to hear you still have not received your order.
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 offer things like insurance which guarantees you a refund if your order is not received (for any reason) or is received damaged. We also offer reshipment like we did with you, agreed upon compensation, or refunds.
I can see you have been in contact with my support team and just recently sent us an email informing us that you have not received the reshipment and requested a refund.
As you have not received your order, a full refund is being processed and will be issued shortly.
Again, I'm sorry to hear you have not received your order. I will take a look at the shipments made on your order to see what went wrong and make the necessary adjustments to avoid this kind of issue in the future.
We need to hear all kinds of feedback, whether it's good or bad as in your case, so we can locate problems and fix them.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Great company
Had a few problems with half of my order coming and the other half getting lost . Their customer service was great at helping me track them and to reship the half that didn't show up. Took alittle longer than expected, but it was the U.S. customs I think that was holding it up .. Great prices .. Nice site
2. Januar 2017
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Lori,
I'm sorry to hear you had a bit of trouble on some of your shipments but I'm happy to hear that my support team was able to assist you and complete your order.
We will always try to provide the best prices and service to our customers.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Best prices EVER!
It does take a while, and sometimes the orders have trouble getting to you, but if you contact them via Facebook, they reship ASAP. Thomas in Customer Service is very nice!
28. Dezember 2016
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey AgendaInMind,
We always try to get orders to people as quickly and trouble free as possible.
I'm happy to hear that you received help from my support team quickly and efficiently when you needed help.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Injoignable...
Pas moyen de vous joindre pour commander des cigarettes. Voila ce qui s'affiche sur mon ordinateur
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2016-12-28 17:37:07 UTC
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Incident ID: 187000050409576092-228711213297238099
28. Dezember 2016
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Hey Patrick,
I can see you have been in contact with my support team. It looks like there is something wrong with your internet settings as we have checked you account and have no problem logging in to your account.
I would suggest trying to use FireFox or Chrome and see if it works for you. If not you can try deleting your cookies and history as this sometimes helps or try restoring your internet setting to default.
If none of that works, you may have to contact your internet provider as it really looks like the issue may be with them.
Please keep us posted.
Best regards,
Daniel
Customer Support Manager
DUTY FREE CO./ EXCELLENT SERVICE!!
A COMPANY THAT STANDS BEHIND IT'S QUALITY, AND SERVICE! I'VE ALWAYS GOTTEN MY DELIVERIES,IN THE TIME THEY TELL YOU. IT TAKE AN AVERAGE OF THREE WEEKS, TO GET THE ORDER, BUT SO WORTH THE WAIT!! JUST WANT TO SAY,"AN EXCELLENT COMPANY, WITH GREAT CUSTOMER SERVICE!! GO DUTY FREE!!
21. Dezember 2016
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Dear Antonio,
I'm glade to hear you have had good experiences ordering with our company and enjoyed our service.
Thank you for your great feedback!
Best regards,
Daniel
Customer Support Manager
AWESOME SITE!
I've been buying cartons of Newports here for over 7 years. A couple years ago I had several problems with my orders getting lost or delayed, etc. etc. etc. and it was very frustrating. This past 6 months though I've seen a HUGE improvement. I now get my packages in about a week and I don't have to wait for additional packages ~ get all 7 cartons in one package. Sure I am paying more for shipping but worth it for the speedy service. Thanks Duty Free Depot <3
20. Dezember 2016
Bewertung ohne vorherige Einladung
Antwort von Dutyfreedepot
Dear Gloria,
I know how frustrating it can be waiting for an order that ran in to a few bumps along the shipping process. As an online shopper, I've been there and thank you for your patience and understanding.
I'm happy to hear you feel our service has improved as we invest a lot of time, money, and energy to keep improving our service. We are constantly looking at new innovative ways to improve our shipping and service from placing the order to delivery and everything in between.
Thank you for your great feedback.
Best regards,
Daniel
Customer Support Manager
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