DutyfreedepotReviews of dutyfreedepot.com

Write a review Website

The Fair Hearing score

3.2/ 5

Average

333 reviews

Dutyfreedepot3.2Average

Write a review

Rating distribution

Select a line to read only those reviews.

What customers rate

Honesty, pricing, process and quality scores appear once 5 customers have rated them.

About Dutyfreedepot

Dutyfreedepot is listed under Professional Organizations.

Dutyfreedepot (dutyfreedepot.com) has 333 customer reviews on The Fair Hearing, with an average rating of 3.2 out of 5.

Also known as: dutyfreedepot.com
Website: dutyfreedepot.com
Category: Professional Organizations
Listed on The Fair Hearing: 2026

More in Professional Organizations

Write a review

Apr 9, 2017

Disappointed

I've bought goods from this company for about a year. My first couple of orders (which were small, as a bit of a trial) arrived just fine. I then felt confident to make a larger order. 10+2. Despite saying they dispatch in small quantities I received 8 cartons in a big cardboard box. At least I had received them so that was OK. The rest didn't arrive. There was some back and forth emails and then I got a seizure letter from customs. Fair enough they said they would replace the missing items once I'd proved the seizure had happened. I still didn't receive the completed order and 'credits' were put on my account. My latest and what will be my last order was placed and paid for in October 2016. After a month I chased up by email. After more back and forth and blaming royal mail a 'refreshment' was promised. Over the next few months I received some cartons plus another 2 seizure letters which I scanned and emailed. To cut a very long story short I had not heard anything for a while and sent a frustrated email in February 2017. I received a rude reply. In April 2017 I sent an even more frustrated email saying I have now given up smoking and still only received 8 out of the 12 cartons I had paid for 6 months ago. My character was insulted in the reply I got. I was accused of being 'rude and acting entitled' I do not think it is rude or 'entitled' to be angry when 6 months after you have paid for something to still be waiting to receive all of it. I then got a terse note asking for my PayPal account details for a refund. I gave the details only to be told it didn't exist (which it does and has been used hundreds of times) it appears they have now blocked me and needless to say no refund has been given. I can't understand this company at all. I have seen the defences on here to criticism which they do not take well. They do not fulfill orders but they do take your money. They blame everyone except themselves and finish by insulting the customer and then blocking you. Don't use them they are unreliable and you will be left out of pocket and having your character insulted. A terrible overall experience.

By Jackie C.

Response from Dutyfreedepot· Apr 19, 2017

Hey Jackie, Sorry for the late response here. I know about the problems you have been having with your most recent order with us and I am sorry to see that after ordering with us for a little over a year now, you feel the way you do.. I don't want to go in to the details of the long email exchange you had with our company (though most of it was positive until recently) but I can see and understand your frustration (I would be frustrated as well) due to the length of time and due to the amount of problems that have plagued your order. I can also see somethings that should have been handled differently in regards to a few of our responses. Now, we have always been upfront regarding your order and at no point refused to refund you for the missing products (note the last reshipment was sent just 2 weeks ago on 4/5/17). We simply asked for the paypal email address you use for your paypal account. You provided a link (not an email) and we informed you that what you provided is not a valid email address (as it was not an email address, it was a link). Also at no point were you blamed for not receiving the final 4 cartons of your order as you are not involved in any part of the shipping process. Unfortunately 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 when you informed us you had not received your complete order, we took action and sent more cartons (as you had agreed to a reshipment), while knowing the cartons you had not received would not return back to us. We were willing to take this loss as you had purchased these products from us and it was our job to ensure you received them or your money back, even if we would take a loss. I will have our warehouse run a comprehensive review of your shipments to see why they kept failing. Even though there are issues with some UK shipments, the overwhelming majority arrive without issue so something really must have gone wrong. I know that is no help but hopefully we will locate the problem and prevent it from happening in the future. In any case, as we have requested before, please let us know the email address you use for your paypal account and we will have your refund sent to you. Please send us an email with this information. Thank you for your feedback. We need to hear all feedback, whether it's good or bad (as in your case). Best regards, Daniel Customer Support Manager