Average
Based on 333 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Dutyfreedepot is listed under Professional Organizations.
Dutyfreedepot (dutyfreedepot.com) has 333 customer reviews on Folks Told, with an average rating of 3.2 out of 5.
333 approved reviews, newest moderated first
Lynn T.
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.
Reply from DutyfreedepotApr 9, 2017
Dear Lynn, We're always here for you. Thank you for your great feedback! Best regards, Daniel Customer Support Manager
Helen H.
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.
Reply from DutyfreedepotApr 5, 2017
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
caron
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.
Reply from DutyfreedepotMar 30, 2017
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
Bakito
I am pleased with fast and honest customer service that provide the company..
Reply from DutyfreedepotApr 5, 2017
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
Jeff
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.
Reply from DutyfreedepotMar 28, 2017
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
Kathy E.
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.
Reply from DutyfreedepotMar 28, 2017
Hey Kathy, Thank you for your great feedback and thank you for ordering with us here at DFD! Best regards, Daniel Customer Support Manager
Terrence H.
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
Reply from DutyfreedepotMar 28, 2017
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
Mark J.
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.
Reply from DutyfreedepotMar 23, 2017
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
