Dutyfreedepot Opiniones 

Respuesta de Dutyfreedepot

18 may 2017

Hey Damien,

I'm glad to hear that the one time you needed help, our support team was able to resolve your problem quickly.

Thank you for your great feedback.


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

18 may 2017

Hey Lars,

I'm sorry to see you have had problems on your 4th order with us to Sweden.

European governments love to tax tobacco and we are here to provide relief from these undemocratic and simply absurd taxes. Unfortunately due to these ridiculously high taxes, any company sending Tobacco to Sweden will run in to trouble, this is just a fact of tobacco shipments to Sweden and Europe as a whole. The customs in Sweden 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. If seized, they will ask for a king's ransom to have your package released as they are not interested in being fair, all they want to do is punish tobacco smokers. Now, we do have a good delivery rate to Sweden but, not every shipment will make it. This is simply a fact of doing business in Sweden and in Europe in general.

Now, part of your order was missing and you requested a refund. We offered a reshipment which you declined so we issued your refund according to our terms of use. In our terms of use, we clearly state that if a refund is issued for a European customer, we will take $9 per carton sent off the refund for the cost of shipping. When you ordered, you agreed to our terms of use and as such, your refund was issued according to this policy.

I encourage all of our customers or potential customers to always read the terms of use of any website they order from or use. It is simply good practice and one we encourage when using our site. Unlike most terms of use, ours is one page and in regular words (not 5,000 pages of crazy legal jargon you get from companies like Apple).

As for the email you received, I am sorry to see you got this email. Please forward a copy of the email you received from our company to Support@DutyFreeDepot.com and write attention Daniel in the email subject. I will look out for your email and review it once it is received. I will find out who sent this email to you and take disciplinary action as this is no way for an employee from my department or any department to behave and does not reflect our company or policy in any way shape or form. None of the actions listed in the email you received can or will be taken. You are always more then welcome to write a review and we want people to do so. The more feedback we get, the better our service will get as feedback leads to finding problems we didn't know we had and leads to solutions to these problems which is a win for any company.

In any case, I am sorry your order did not work out and I apologize for the email you have received.

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

Hey Lars,

Regarding the email or emails you received, as I stated before "As for the email you received, I am sorry to see you got this email. Please forward a copy of the email you received from our company to Support@DutyFreeDepot.com and write attention Daniel in the email subject. I will look out for your email and review it once it is received. I will find out who sent this email to you and take disciplinary action as this is no way for an employee from my department or any department to behave and does not reflect our company or policy in any way shape or form. None of the actions listed in the email you received can or will be taken. You are always more then welcome to write a review and we want people to do so. The more feedback we get, the better our service will get as feedback leads to finding problems we didn't know we had and leads to solutions to these problems which is a win for any company."

Note if you did receive an email talking about your Trustpilot account, we are not Trustpilot and as such, we cannot do anything to your account here nor would we want to. We are a company that firmly believes in one's right to free speech and you are simply exercising that right, as are we. We feel more speech, not less speech will lead to a better company customer relationship and most importantly, better service.

Now, if you really did get an email that stated the things you are saying here, please send it to Support@DutyFreeDepot.com with the subject "Attention Daniel" so I can see what was written and find the person who wrote it so I can take action and stop this non-sense from happening again.

If you check other reviews here on our Trustpilot page and if you read our terms of use when you ordered (you checked a box that stated you did before your order was processed), you would have known of our policy regarding refunds. This is why we offered you a reshipment or agreed upon compensation which you refused.

Now I can understand your frustration here but, we cannot be held responsible for the fact that you did not read our terms of use. We do not hide anything which is why it is clearly written in our terms of use and again, every time you ordered you had to check a box that stated you read and understand our terms of use. If you did not understand our terms of use or did not read it, why would you check a box stating you did? Our terms of use is short and to the point. It is one page, not thousands of pages and is written in simple English, not in high level legal terms.

To anyone who read this review, please read our terms of use before ordering and in general, read the terms of use of a site before using their service. It is simple a good idea and a good habit.

As for the cartons being returned, yes the cartons are being returned as you rejected them but what does that have to do with anything here?

We ship from several places across the world with the majority being sent from Spain, Cyprus, and Israel. Where an order is sent from depends on items ordered, the delivery location, and our own local rules and regulations regarding the shipment of tobacco. Note you did not complain about the origin of the packages we sent you on your first 3 orders (they were all from the same place) so I do not see why now all of a sudden it is an issue as they were all sent from the same place as your last order which is the one we are talking about.

As for sending many packages and only having some go through, as you know your first 3 orders had far fewer problems then this one.

Unfortunately, due to the rising problems with terrorism and other not so great things (which is putting it lightly) happening in Europe (you should know about these issues better then I do as you live in Sweden), we have seen more packages being stopped due to security concerns. Our packages are just getting caught up in this which is unfortunate. We are looking in to ways to avoid these problems and I am sorry to see your order got caught up in this issue.

Again, I am sorry your order did not work out and I apologize for the email you have received.

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

Respuesta de Dutyfreedepot

17 may 2017

Hey Kenneth,

We will always do what it takes to ensure your order is received as quickly and trouble free as possible.

I'm glad to see we were able to help resolve your order issue quickly.

Thank you for your great feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

17 may 2017

Hey Peter,

It was a pleasure talking to you the other day and helping you out.

Thank you for your great feedback and your continued business!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

11 may 2017

Hey Mehmet,

Thank you for your kind words and thank you for the great feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

10 may 2017

Hey Patricia,

Thank you for your great feedback!!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

4 may 2017

Hey Michael,

We are working on alternative payment methods and trying to get our credit card processing back up and running.

Hopefully we'll have some new payment options in the near future, we're actively working on it.

Thank you for your great feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

4 may 2017

Hey Hugh,

If you let me know the brand, I'll let you know.

Just so you know, all cigarettes we sell are made in the E.U. or Switzerland except for Nat Shermans (made in the US) and Newports (made in the Dominican Republic).

The reason for them tasting slightly different is that European cigarettes are not FSC (Fire Safe Cigarettes).

Also, European cigarettes may look and taste slightly different then the ones you can buy in the US as they are made for European markets and as such, may be slightly different.

For instance, the Camels you can buy in the US look different and will taste different then Camels you can buy in the UK and Camels you can buy in Japan. This is how companies target different markets.

Feel free to send me an email to Support@DutyFreeDepot.com and I will be happy to answer any other questions you may have.

Thank you for your great feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

4 may 2017

Hey Andrew,

Thank you for your great feedback.


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

24 abr 2017

Hey Lucy,

I'm happy to hear my support team has been able to help you when you needed it.

Thank you for your great feedback and your continued business!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

24 abr 2017

Hey Radu,

Thank you for your great feedback.


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

19 abr 2017

Hey Alisa,

Thank you for your feedback.

We will always work with our customers to ensure orders are received as quickly and trouble free as possible.

If a problem does arise, we're always here to help.


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

19 abr 2017

Hey Kate,

Thank you for your great feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

20 abr 2017

Adam,

I guess you may have spoken to me.

We are currently not accept new orders for cigarette and tobacco products as you were told.

We hope this is temporary but, for now that is the way it is.


There are many companies that call themselves DutyFree but only one DutyFreeDepot (though we are confused with many other DutyFree companies).

If your friend is able to order from a DutyFree company, you should talk to him and have him order for you.

In any case, you were not discriminated against as that would be impossible seeing how we are an online store and we have no idea who you are, what you look like, or anything else related to "discrimination".

Anyway, you are more then welcome to create an account and order any of the products we have available.


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

19 abr 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

Respuesta de Dutyfreedepot

9 abr 2017

Hey Gamez,

I'm sorry to hear about the problems your are having with your order payment.

Unfortunately, we are having an issue processing credit card payments due to restrictions banks apply to online tobacco and alcohol sales.

We are working around the clock to resolve this issue.

I will make a note on your order to contact you as soon as we have the credit card issue resolved.

I'm sorry for this inconvenience but thank you for your patience and understanding here.

Thank you for your feedback!


Best regards,

Daniel
Customer Support Manager

Respuesta de Dutyfreedepot

9 abr 2017

Rafael,


Firstly, you are saying you waited a month for the products to arrive. Your order was placed on 3\14 and delivered on 4\3 which is more than fairly within our time frame and, even by today it has not been a month yet. We would appreciate if you get the fatcs straight as what you are claiming is completely false.

As for the main issue, all of the products we sell are originals.

Some products may appear slightly different then the ones you can buy in the US as they are made for European and South American markets and as such, may be slightly different.

For instance, the Camels you can buy in the US look different and will taste different then Camels you can buy in the UK and Camels you can buy in Japan. This is how companies target different markets.

You are more then welcome to send the cartons you have received to the manufacturer and they will confirm that they are genuine.

We have been in business for over 11 years not by selling fakes but, by selling real products for bargain prices.


From,

Thomas
Customer Support Supervisor