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
Martin Alan B.
a little confusion at first but now been contacted and resolved issues
Reply from DutyfreedepotMar 23, 2017
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
Dave H.
14 cartons ordered - 14 cartons received - 2 at a time - Very pleased with the service I received - Thank You
Reply from DutyfreedepotMar 21, 2017
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
Idnc
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!!
Reply from DutyfreedepotMar 19, 2017
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
cwfox
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.
Reply from DutyfreedepotMar 14, 2017
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
Barry A.
Great company they look out for there customers
Reply from DutyfreedepotMar 15, 2017
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
DWS G.
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
Reply from DutyfreedepotMar 14, 2017
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
Jeremy
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!
Reply from DutyfreedepotMar 12, 2017
Hey Jeremy, Thank you for your service and thank you for your great feedback!! Best regards, Daniel Customer Support Manager
Jean-François G.
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
Reply from DutyfreedepotMar 27, 2017
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
