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
Anna G.
I have a great experience with Dutyfreedepot. The deliveries are timely, customer service well organised, promptly reacting on customer inquires.
Reply from DutyfreedepotDec 20, 2016
Hey Anna, I'm glade to hear about your great experience using our service. Thank you for your great feedback. Best regards, Daniel Customer Support Manager
MR M S.
Ordered off this company 7 cartons in total they shipped them to me 3 at a time how stupid and greedy is that of course british customs confiscated all but 2 of them they on the other hand are not STUPID !! please read another review site disscussions on topix other than most of the phoney ones planted here by this company also in the last year straight after ordering I get 50 junk emails a day from lots of other crooks.just wanted to add an update like a lot of others that this company only responds when you complain on this site but ignores messages on their web page see this daniel guy saying to unhappy customer [enough with the fake outrages and theatrics]really daniel thats you and phoney company not us, as for me picking up emails from unsavory websites I assure you yours is the only one !!! just again for the record 2 cartons received out of a total of 10 sent to me,daniel If you and your company were intelligent you would send smaller shipments and probably be more successful in the long run,business tip for you I think you need it :)
Reply from DutyfreedepotDec 15, 2016
Dear MR M SHACKSHAFT, I'm sorry to hear about your order problems to the UK. I have checked the order in question which is from 11/17/15, and can see that you received 4 out of 7 cartons on the original shipment. You then informed us that 600 cigarettes (3 cartons) were seized. 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. We offered to re-send the 3 cartons that were seized and you agreed so we issued your reshipment of 3 cartons. And to your claim that we sent them all at once, that is false. We sent your reshipment in two separate packages 5 days apart. Note you previously wrote a bad review about our company (before informing us about your order problems) and then removed it as we re-sent the missing items. Also note you have not been in contact with us (in a year) since we issued the reshipment. If the reshipment did not arrive, you should have and could have informed us and we would have either re-sent the goods again, issued agreed upon compensation, or issued a refund for the missing items. If you really are still missing the 3 cartons, send us an email or call in to my support team so we can resolve the problem. If you do not let us know there is a problem, how do you expect us to assist you? If the items are still missing, you are really going about this in the wrong way trying to resolve this issue. Now it's quite strange that over a year after you ordered, you are writing this review and are trying to tarnish our company with your slanderous words claiming we are responsible for junk mail you receive from other "crooks", implying we are crooks which is not only absurd, it is slanderous and false. If you receive junk mail, it is usually due to your own actions online (usually from unsavory websites that you may have signed up for) and has no connection or anything to do to our company. If you get promotion emails from our company because you signed up for our mail list (we send 2 promotion emails weekly), then you can simply unsubscribe by clicking on the unsubscribe link on the bottom of the email. Also to claim the reviews here are fake is quite outrageous as companies like Trustpilot and other review site vigorously check the authenticity of each review to prevent fake reviews (whether they are positive or negative). Just for the people who are reading the reviews, we are a company that is not perfect. We do have issue's with shipments here and there but we are always tweaking our shipments and trying new methods regarding service to fix problems and to continue being one of, if not the biggest online Duty-Free store in the world. Now, we cannot guarantee every package we send will arrive (no tobacco and alcohol company can). What we can guarantee is we will do everything in our power to ensure your order is received as quickly and trouble free as possible and without tax, or your money back. Feedback / Reviews are intended to help consumers get an accurate picture of the company / product they are interested in ordering from and, to help companies find problems they may not know they have. Your feedback does neither of those things and in all honesty, it does not help anyone, including yourself. From, Daniel Customer Support Manager
Γιωργος Μ.
Excellent company fast shipping and very good products.....
Reply from DutyfreedepotDec 14, 2016
Dear Γιωργος Μπαλασοπουλος, Thank you for your great feedback! Best regards, Daniel Customer Support Manager
barbara A.
beenpurchasing items from dfd for years now, shipping and execution use to be great, until recently, when the usps has caused problems with the receipt here. I did email in the past, but now I find calling the reps overseas (number listed on website) works out the confusion and any problems you may have encountered when placing or receiving an order from them. Patience is important in receipt of your goods because of the mail system here in the USA, but the company does stand behind you and endeavors to replace what you are have not received. They are cordial, thorough, and responsive. best to work with one person who will become familiar with your problem and expedite anyremediation. I have found that they are a great company but customs in the US is tough on any packages arriving from Israel or Cyprus.
Reply from DutyfreedepotDec 14, 2016
Hey Barbara, I'm glad to hear my support team was able to assist you when needed help. Note we are constantly working on our shipping and will do what it takes to ensure orders are received as quickly and trouble free as possible. Thank you for your great feedback! Best regards, Daniel Customer Support Manager
Ellen V.
I ordered online and at first thought there was a problem. It took a minute to all get on the same page (different time zones/different countries), but once done, everything was fine. Their staff is actually really great and I appreciate the time everyone took helping me. I will definitely order from Dutyfreedepot again. Thanks everyone!
Reply from DutyfreedepotDec 4, 2016
Hey Ellen, I am glad to hear our reps. were able to help you with your questions and concerns regarding your order. We're always here to help! Thank you for your great feedback. Best regards, Daniel Customer Support Manager
JEAN
I ordered cigarettes back in October 2016, my credit card was charged on October 10,2016...I have called several times and sent emails as well, I just made another call and was informed that the order is in New York also this order does not contain the type of cigarettes that I had ordered.....hopefully I will not have to take any further action, but most definitely will not order from this outfit again 11/29/2016
Reply from DutyfreedepotNov 30, 2016
Jean, I'm sorry to hear your order has not arrived after your first two orders with us arrived without issue. I have checked and can see you did send us an email and we responded to your email. You sent us an email on 11/10 about your missing order (which was processed successfully on 10/10/16) and we responded shortly thereafter on 11/13 offering to re-send your order as it appeared as though your package may have been lost due to mishandling of your package by the mail carrier. You never responded to our email back to you. You then called in on 11/15 and spoke to one of our reps who re-sent your order. As of today (11/30/16) the tracking for your re-sent package shows it hit JFK in NY on 11/28 and it should be delivered within the week or so. Bear in mind that it was just Thanksgiving and we are now in the holiday season and there may be slight delays with delivery. Yesterday (11/29/16) you sent us an email saying you do not think the order will arrive and asked for a refund even though you had recently requested a reshipment which was recently sent and the re-sent package just hit JFK and is looking good. We have responded to your email and have stated that as the reshipment was recently issued and the tracking shows the package is making good progress, so we need to allow more time for delivery before a refund is issued. If this package fails to arrive we will of course issue a refund if that is how you want to proceed. Now, as for the package not containing the items you ordered, you placed your order online and selected the American Spirit. We sent the exact item you ordered so I really do not understand what you are talking about here. If you made a mistake while placing your order, let us know in your response to our email and we will do our best to assist you with this problem. In any case, please look for our email response and keep us posted on the delivery of your order. Let us know when your order arrives and we will compensate you for the delay in delivery accordingly. I thank you for your patience and understanding, and thank you for your feedback. Best regards, Daniel Customer Support Manager
Crişan A.
Great company. My first order didn't arrive but after reshipping it arrived safely. Thank you for your services. I will order from you again
Reply from DutyfreedepotDec 4, 2016
Hey Crisan, I'm happy to hear our support team was able to help you receive your order. Thank you for your great feedback. Best regards, Daniel Customer Support Manager
Riyadh C.
i got my order but this time I got fake cigarettes because why I m saying?? I order silk cut sliver and also saying at add made in U.K. But I got other slik cut where it should be 1 mg tar, 0.1 mg nicotine, 1 mg carbon monoxide!! But duty free depot given me slik cut sliver it is 1 mg tar,0.1mg nicotine and 2 mg carbon monoxide?? Why it is 2 mg carbon monoxide in it ?? Silk cut sliver always comes 1 mg carbon monoxide!!That my question to duty free depot company, plz answer it
Reply from DutyfreedepotDec 8, 2016
Hey Riyadh, I'm sorry to hear you have not received your order. I will have one of my support reps. contact you to help you with your order so we can resolve any issue that may have occurred as quickly as possible. Please note if you have any sort of problem with our site or an order with us, you can call to 1800-865-7043 for immediate assistance during our operating hours, send us an email to [email protected], send us a msg. using our contact us page (when you are logged in to your DFD account) and, you can even send a msg. to us on our Facebook page and we will assist you. You can rest assured we will do everything in our power to resolve your order issue and get you your order as quickly and trouble free as possible or your money back. Best regards, Daniel Customer Support Manager Riyadh, I'm happy to hear you received your order but I'm sorry to hear you feel this way. I can assure you we only sell genuine duty free products. The packaging (including tar / nicotine levels) and taste may be slightly different then the ones you buy locally as these are duty-free products and packaging and taste (blends of tobacco and/or tobacco spicing) may be slightly different from country to country. For example, if you buy Camels in the US, they will taste different and may have different packaging then the ones you buy in the UK, Japan, and other parts of the world. This is how tobacco manufacturers target potential customers in different markets and parts of the world to sell the most amount of tobacco as they can. You can feel free to send the product you have received to the manufacturer to confirm that the item you received is in fact genuine. From, Daniel Customer Support Manager
