As of now (and the last several months) they are out of business or not doing business with U.S. residents. I had ordered cigarettes for years from them with Taylor as my sales representative. He w... Ver más
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Consulta las opiniones de los clientes
Generalnie firma wysyła towar. Czasami trzeba trochę poczekać, wysłać maile itd. Ale na pewno nie są to oszuści. Przed zamówieniem trzeba sprawdzić czy dany towar nie zostanie zatrzymany przez służby... Ver más
Pas moyen de vous joindre pour commander des cigarettes. Voila ce qui s'affiche sur mon ordinateur Error code 16 This request was blocked by the security rules 2016-12-28 17:37:07 UTC... Ver más
La empresa ha respondido
This s a total scam. DON'T FALL FOR IT. Clubcigarette or Dutyfreedepot, DF pro and god knows how many other names thsese scammers are using, it's all a SCAM! Not to mention buying counterfeit cigaret... Ver más
3,6
Medio
343 opiniones
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great smokes at a great price and sales is very cooperative
after numerous orders there were afew glitches in shipping but customer service got it worked out andi am very happy with them and would recommend them to all smokers I know
5 de octubre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Ardell,
Thank you for your good feedback.
We're always here to help!
Best regards,
Daniel
Customer Support Manager
Always reliable and helpful
Always reliable and helpful. I always get my orders and if it takes too long they check the order and resend it. I have gotten everything for the last 5 years. If there were problems it was the USPS.
29 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Mark,
Thank you for your kind feedback.
Best regards,
Daniel
Customer Support Manager
i replaced an order 3 month ago and i have received it yet.
27 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Mahmoud,
I'm sorry to hear you have not received your order.
Please note if you have any problem using our site or with an order you can call to 1800-865-7043 for immediate assistance during our operating hours, send us an email to Support@DutyFreeDepot.com, 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.
Please send me your order number or contact us using one of the methods I have mentioned above so we can assist you in receiving your order and fix any problem that may have occurred.
Best regards,
Daniel
Customer Support Manager
got order 10 days
just wanted to share my experience so far,ordered one carton back on 5/5.16 received it in 10 days. did that cause of all the negative reviews. i reordered with them again for 4 cartons this time on 915/16 cause i trust them after my experience an research,,believe all the neg @@ is other competiers or people looking for something free. im from ma and they ship my orders from israel ron i feel for you u have a hard job dealing with such customers..let u all know what happens..but im not worried...
19 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Doug,
I'm happy to hear you received your order quickly and problem free.
If you ever need anything, we're always here to help.
Best regards,
Daniel
Customer Support Manager
Great service Great prices Great products great Thank you Duty free
Great customer service
14 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Valerie,
Thank you for your kind words, we appreciate it.
Best regards,
Daniel
Customer Support Manager
Great service!!!
I have ordered several times and everything was perfect!!! Thank you so much.
7 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Nevena,
Thank you for your great feedback, it's much appreciated.
Best regards,
Daniel
Customer Support Manager
Great Service
I have placed and received, without any problems, three orders from Dutyfreedepot. I had no problems receiving full shipment of all orders placed. Placed my third order on August 31 and order was delivered to my door today, September 6. This is great service without any problems.
6 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey MCH,
I'm happy to hear you have received your orders quickly and trouble free.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Awful service and no refund
I originally ordered in June thankfully just 1 sleeve . They did not turn up and I received a border agency letter saying they had been sized. They did order me another and again letter received saying they had been sized. I them requested a refund and said that I felt the wording was misleading on the website and felt like I had been conned. I them received a dreadful email back saying don't mess with us and that I was a fraudster ( I work for a bank) and that if I dared to request the money back from my credit card they would instruct lawyers and could claim the money again. I was told order something else not cigarettes or alcohol and they would deduct 9 dollars of each pack. Awful company do not buy off them. Also as they have your credit card details call up the company and order a new card so they cannot use the number ever
5 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Ann,
I checked your order 806614 and can see you did not receive your order and I am sorry to see that.
I have checked the email exchange you had with my support department and I cannot see any of the things you have written. None of our emails with you stated you were a "fraudster" nor did any of our emails say "don't mess with us".or mention anything about lawyers reclaiming anything.
You sent us the custom letter you had received regarding your order and we offered to resend your order at our own expense.
You agreed and we re-sent the order. Unfortunately, the package was stopped again. 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 have greatly invested money, time, and effort in to our customer support department to assist our customers as best and as quickly as possible to ensure orders are received in a timely manner and problems are fixed quickly. .
As the re-sent package was not received, you have requested a refund. We are issuing you a refund as our guarantee is that you receive your order tax free, agreed upon compensation, or your money back.
Now I really am sorry you feel the way you do and that you have not received your order. I cannot find anything rude or awful in my support teams email exchange with you. They were always polite and upfront about the situation and tried to assist you in the best way possible and as quickly as possible.
In any case, I will look in to the reasons why your order was stopped twice to see if there was anything we could have done differently to make the shipping process smoother.
Thank you for your feedback. We will always respond to any problem and do our best to resolve the problem; whether that means re-sending the missing items at our own expense, agreed upon compensation for the missing items, or a refund for the missing items.
Best regards,
Daniel
Customer Support Manager
Dreadful Service - no shipment & no refund
Ordered back in July. I was mildly concerned as I couldn't use my Credit Card & had to pay using my Debit Card. The amount was debited within a couple of days.
After several attempts at using the Order Status function, I used the Complaint system & was informed they had run out of stock but we're expecting fresh supplies.
After a couple of weeks I asked for a refund - hey presto! New stock had arrived so I agreed to go ahead with the shipment. As I had waited so long I was promised an express shipment method.
So nearly 28 days later - nothing and the mail tracking number on the DFD system is not trackable.
Moreover - there are many articles on social media that claim all the goods are counterfeit, toxic and very harmful.
I WANT A REFUND!
So - I had a response from Daniel who promised me a refund - which appear 'shortly' - nothing thus far.
2 de septiembre de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Marlene Gray,
Thank you for your feedback. we need to hear all feedback, whether it is good, or bad as in your case.
I am sorry to hear and see you had some problems on your order to the UK and have not received it as of yet.
I can see there was a delay in the shipment of your order due to a stock issue which does not happen often but does occur when demand for a certain product is high and supply is low. Note all products we sell are purchased directly from the manufacturers and we always try to avoid stock delays but, unfortunately I can see that it has occurred on your order delaying the original shipment of your order by 2 weeks. I am sorry to see that occurred.
Now the tracking we have for your order does work on Royal Mail. I have checked the tracking of your package and it still shows that your package is "ON ITS WAY TOILC MAIL CENTRE" which means it is still at Heathrow and may have been lost and mishandled, or stopped for further processing. The last tracking update was on 8/14/16.
Due to the nature of the products we ship, there may be a bump or two in the shipping process like has occurred here with your order shipment.
In these cases, we always offer a reshipment of the missing items, agreed upon compensation or, a refund. We will always make sure you receive your order tax free or your money back.
As you have requested a refund and I can clearly see your order has not arrived and our shipping time frame has expired, I will have your refund issued in full and it will appear on your bank statement shortly.
I want to thank you again for your feedback, I will look in to all communication we have had with you including the communication regarding the stock delay to see if there was anything we could have done differently that would have improved the situation.
Best regards,
Daniel
Customer Support Manager
No Problems
It took a while to get my order but everything worked out fine. I will order again.
29 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey James,
Thank you for your feedback. We really appreciate it.
Best regards,
Daniel
Customer Support Manager
Excellent service
Dutyfreedepot are an excellent company and I would recommend them for their services and great communications with any queries you may have. I am highly delighted with my orders I have placed.
Many thanks
Lynda Wood
29 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Lynda,
Thank you for your kind words, you’re making us blush. We’re always trying our best to make sure everyone that orders and visits our site has the best possible online shopping experience.
Thank you again.
Best regards,
Daniel
Customer Support Manager
Follow up for my rishipped cigarettes
Hello
I ordered 7 cartons of cigarettes from duty free depot and after a couple of weeks i received 3 due to my local post office mistake with my zip code . Duty free depot agent Mr Fred was very helpful to me and was communicating with all times checking the progress of my missing items and it happened that they reshipped my cartons However, i was not very pleased with the staff who answered my email messages since in some answers there were negative claiming that i received all my order in full and nothing missing without proper checking with the reshipped items . finally i received my remaining order .
Thanks
F.A kreidie of TX
28 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey F.A kreidie,
I'm happy to hear that you were helped when you had a problem with your order and have received your complete order.
I will look in to the emails exchange you had with our company and see what was said and check what could have been done differently to improve the customer communication experience with our company and make it more positive and pleasant if it was negative.
Again, I am happy to hear that you received your order and were assisted by one of our reps. when you needed help.
Thank you for your feedback.
Best regards,
Daniel
Customer Support Manager
Respuesta de Dutyfreedepot
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
greg
great communication ,quick answers to questions,
sometimes they have shipping problems but they solve it,
always solves the problem
thank you
28 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
Hey Greg,
Thank you for your positive feedback.
We're always here to help.
Best regards,
Daniel
Customer Support Manager
A Legit Company With Excellent Products, Prices and Personnel
so long as you read the terms and conditions when ordering with Dfd. I've ordered twice from Dfd and the first order was so perfect, I ordered from them a second time! When only part of the order arrived by 28 days, I contacted Dfd who resent the missing items which showed up in a week's time. My emails received replies (sorry for so many them), I spoke on the phone with live people who phoned me re my concerns, and you cannot find a better value along with the customer service anywhere on the web. Yeah, I read the negative reviews, but I think most of them are from Dfd's competitors based on my personal experiences. Yes, definitely earned this 5 star review. Thanks Dfd! Will shop again soon :)
24 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
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
Non-reputable Company! Beware!
I recently made the horrific mistake of placing an order with this company (#815055). I compounded my original mistake by trying to save 20% and used an electronic check to pay for the order. That was over 2 weeks ago.
Since that time, DDF claims they didn't receive payment. I went through the effort of going to the bank (who gave me a huge lecture for doealing with these people in the first place) to get a copy of my statement and emailed it over to them.
I also spoke with a gentleman named Ron in the Customer Service department just prior to emailing over the proof (this is my 3rd or 4th time on phone wiht them). The gentleman basically told me, go ahead and send the proof if you wan but we aren't going to look at it.
Finally, after saying how incredulous this was that a supposed legitimate company wouldn't even investigate and rectify this issue for a new potential client...this Ron acquiesced and said they would look further into it. I somehow doubt I will get resolution though from them. If I do, I will absolutely update this review but as of now I am giving them 48 hours to show some progress towards resolution before I file fraud complaint with my bank, contact the Federal Trade Commission, Maryland States Attorney and anyone else they recommend to help save others from this experience.
17 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
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
waiting 3 mo for product and still have not rcvd
when asking about where they said usps mis handled....BS
i asked for a refund and they advised i can no longer purchase from them or any partner co if i ask for a refund. it is there fault it has been 3 mo, its not like i requested money back after not rcvg 1st shippment. i have been more than patient with them. also charge very high shipping prices and cant contact them until after 21 business days that is a bunch of BS
15 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
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
Live up to their promises
Fairly new customer having placed 3 orders. 2nd order failed to arrive, Duty Free replaced the order as promised. I shall continue to be a customer based on their product pricing and excellent customer service.
14 de agosto de 2016
Opinión espontánea
SCAMMERS, PURE AND SIMPLE
DO NOT ORDER FROM THESE SCAMMERS. YOU WILL GET RIPPED OFF.
They are nothing but SCAMMERS. All these positive reviews must come from those who are IN ON THE SCAM or maybe one-time shoppers. Their tactic seems to be to BAIT AND SWITCH AND STALL FOREVER.
They shipped the first order fine, which consisted of 2 cartons. On the next order, however, they revealed what they are - SCAMMERS. Out of 7 cartons ordered, they only shipped 3 cartons correctly, they replaced the other 2 cartons with cheaper, unknown brand cartons, then simply did not ship the remaining 2 cartons.
When confronted about the wrong items, they only offered a store credit, which is USELESS anyway, unless you are willing to order again. Most importantly, they NEVER ISSUED A REFUND for the 2 missing cartons, just dragging and dragging their feet and stalling with all kinds of RIDICULOUS excuses.
DO NOT ORDER FROM THESE SCAMMERS. DO NOT LET THEM MAKE MORE MONEY FROM THEIR UNCONSCIONABLE SCAM.
13 de agosto de 2016
Opinión espontánea
Respuesta de Dutyfreedepot
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.
1st class service
Have used this company twice now&will certainly use them again in the future,well priced & an efficient service.
11 de agosto de 2016
Opinión espontánea
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