DutyfreedepotReviews of dutyfreedepot.com

Response from Dutyfreedepot· Sep 1, 2016

Hey Anka, Thank you for your feedback. Due to the nature of the products we sell, there may be a bump or two along the way of the shipping process. We will always make sure your order is received as quickly and as problem free as possible. If you do run in to a shipping problem, we will always be there to help make sure your order is received or your money back. Thank you again for your feedback. Best regards, Daniel Customer Support Manager

Response from Dutyfreedepot· Sep 1, 2016

Hey Greg, Thank you for your positive feedback. We're always here to help. Best regards, Daniel Customer Support Manager

Response from Dutyfreedepot· Sep 1, 2016

Hey Lou, Thank you for your good feedback. I am happy to hear you were assisted when you needed help and have received your complete order and are satisfied with our service. We will always do our best to provide the best service possible and assist our customers as best we can to ensure their complete order is received as quickly as possible. Best regards, Daniel Customer Support Manager

Response from Dutyfreedepot· Aug 21, 2016

Jeffrey, I know about your case and I am sorry to hear about some of the problems you have had and are experiencing. You claim that the electronic check payment you made is still valid while our bank has informed us the payment returned (bounced). We charged you for your first order with us on 8/2, and on 8/7, our bank informed our billing department your electronic check payment had bounced. I will check the recordings of your phone conversation with our reps. to hear what was said by both parties and I will take disciplinary action if one of our reps did not provide the kind of good, personal, and helpful service our customers have come to expect and the kind of professional service I demand. Now, our billing department received the information you sent in and we have sent the information to our bank so they can look in to this issue. As of now, your payment shows that it has bounced and as such, we do not have the money and have not sent your order. If our bank finds there was an error and the payment is still valid, we will send your order out right away and compensate you for the inconvenience. I understand how you feel as this is your first order with our company and this issue has occurred. Rest assured we are looking in to your claim that the payment is still valid but, please understand that our bank has informed us that the payment is not valid and has bounced which is why your order has not been sent. We will update you as soon as we can. I thank you for your patience and understanding in this matter and thank you for your feedback. From, Daniel Customer Support Manager

Response from Dutyfreedepot· Aug 16, 2016

April, I am sorry to hear and see that you did not receive your order 802841 placed in early June. At the end of June, you contacted us and informed us that your order had not been received. We checked the tracking of your order and asked you to allow more time for delivery as only 2 weeks had passed and the tracking appeared fine at the time. We also clearly state our shipping time frame is 10 - 28 business days and simply asked you to allow more time for delivery. I can see that you contacted us again by email in mid July to inform us that you still had not received your order and requested a refund. As your order was not received, we offered you a few options; we offered a reshipment of the missing items, agreed upon compensation for the missing items, or a refund. Our company policy states that any customer that receives a refund back to his or her bank account will no longer be allowed to order from our company again as refunds hurt our working relationship with our bank. We informed you of this when we responded to your email. You made the choice to proceed with a refund which we issued and you have received. I'm sorry that your order did not work out; I will check to see if there was anything else we could have done to assist you with your order. Thank you for your feedback. We need to hear all feedback whether it's good, or bad as in your case. From, Daniel Customer Support Manager

Response from Dutyfreedepot· Aug 14, 2016

Sofia, I have checked your order 801640 and can see there were some problems with this order. I understand that in this day in age, it's hard to believe what internet companies say. I can tell you we are no fly by night operation. Trust takes time and we here at DutyFreeDepot understand that which is why we invest in our customer service which has brought us many long time customers world wide. Now, you ordered 7 cartons and only received 5 cartons with 2 of the cartons being incorrect. I am sorry to see and hear of the problems you are having with your order. We have tried to assist you with this issue but I can see by the way you are writing that you no longer wish to work with our company. As such, I will have the store credit (which was agreed upon compensation for the 2 incorrect items you received) removed and I will have you refunded for all items you have not received (including the incorrect items). You will receive your refund shortly. Just know we have tried to assist you throughout this problem but, I can see some things that could have been handled differently and I will see what improvements in communication and solutions offered we can make to prevent this kind of issue from happening again. In any case, I am sorry to see and hear about your bad experience and thank you for your feedback. Feedback like yours is one of the best ways to find problems we may have as a company so we can correct them as best and as quickly as possible. From, Daniel Customer Support Manager.