Duty Free Depot
Reviews and Complaints

On July 1, 2020 I ordered 4 cartons of John Player Special Blues, for a total of $155.96. On July 2, 2020 I received an email from [protected]@dutyfreedepot.com telling me that my order # 970510 had been charged and processed and that I should expect my order to appear in approximately 28 days. It has been almost 7 weeks since then and they do not answer their phone, nor do they answer the emails I send them. I want either my money back or my cigarettes.
Thanks
Joel Kotrc

I've been ordering dutyfree cigarettes for many years off and on. I recently started ordering them again last july 2019, I haven't recieved all the orders I've placed since then, I write down all the orders when I receive them, I've tried contacting them by phone and don't understand Spanish when I call I have all my orders that I haven't recieved, please help thanks dusty carter

I order from DutyFreeDepot on July 2019. After several shippings I did only get my order partially on Dec 2019. And I decided to cancel my order and request a refund by Feb 2020 . I was shocked when I saw the refund was less than expected even when I proved with picture and evidence that I received less product than they thought. It's completely unbelievable lack of ethic what DutyFreeDepot is doing

I have had TWO shipment attempts in the past three months, and NONE have been received. The tracking info provided shows that they ended up in New York at the USPS receiving facility, two in July and two replacements in August. Neither the USPS [buncha losers there, in my opinion] nor Duty Free Depot have returned my inquiries, despite repeated attempts.
We ordered from DutyFree last year and after TWO attempts finally received our packages. I thought it was a one-time ‘glitch', but apparently this is their status quo.
I can't even get anyone to refund my money... is this a scam or what?

I tried emailing them and called phone number mot working whats going on i want to cancel my order because it hasn't been processed the co its called dutyfreedepot i don't understand why they let them announce stuff to scam people who and how the consumers will be protected from this kind of stuff it it seems legal and legit i reall dont get it please someone help

Are you guys out of business?
Should I contact my bank and file a complaint to have the money refunded due to service not rendered?
I didn't get an answer from the last complaints and emails I sent you. So here you go again... This order is for 10 Cartons of Dunhill Fine Cut King Size + 2 free cartons. Status: Waiting for Fresh stock Do you expect to receive them soon? Can you replace them with something else?

Thank you

Do not order from this guy! "a one man show", places an order back in January, never received the complete order, now I cannot get my money back! The biggest scam ever! Do not order! They will tell you each week that the order it's on the way, biggest fraud. The guy keeps telling us that we didn't send an r-mail to "support" even tough we sent numerous. Do not order!

I had been satisfied with them for years, than all of a sudden they turned bad. And look at this e mail I got from them! "

nikki@dutyfreedepot.com
Wed 12/19/2018, 6:21 PM
You

I hope it teaches you to be more trusting and appreciative, and be
less suspicious, negative and distrustful.

Unbelievable! So I asked for a refund on a package they won't resend and for that they closed my account and I have to pay $50 to reopen!
If you know of another site, a professional site, pls let me know!

Back in August, 2018 I ordered 12 cartons of Karelia Menthol cigarettes, paying by echeck. I quickly received one package with 8 cartons but never received the other 4. I asked for a reshipment which was sent, but again never received as it never left customs. I asked for and was sent a 3rd reshipment...again, it was lost by USPS. I just asked for a 4th reshipment and this is the totally bsurd reply I received. It would appear they are holding my already paid for cartons hostage until I place another order. This is incredible and I don't know how to obtain my paid for merchandise without giving them more of my business. Do NOT deal with these people!
"After checking your order, it appears that your items may have been lost due to mishandling of your package(s) by the USPS.

Unfortunately we are unable to issue a reshipment, however we would like to issue your account with store credit equal of your 4 missing cartons.
This store credit will serve you in your next order as discount points.

Alternatively, you may place a new order and we will add the missing cartons free of shipping cost for them."

On September 01, 2018. I placed an order to Duty Free Depot. My order number was 913648. My order was for 4 cartons of 777 Red Cigarettes. The total was $87.96.
My payment was a e-check.
I wrote several letters mailto:[protected]@dutyfreedepot.com, none were answer.
I phone the company @[protected], which does not answer.
No way to get customer support. They refuse to answer.
Very unethical behaviour. It has been over 115 days still without an answer.

Dutyfreedepot is terrible, don't deal with them. No way to contact customer service .
Customer Support Phone Numbers
Phone:
+[protected] No one answer.
No Response to email.
I placed an order Sept 2, 2018 for 4 cartons of 777 Cigarettes. . The package never arrived! It has been over 3 months.
I paid them $87.96.
Shipping was outrageous $36.00
I emailed them several times to ask why I hadn't received it.. I called and no answer on the phone.

Hello,

I recently travelled on Monday 26th November from JFK-LHR on flight BA 1515 22:25, Terminal 8.

I purchased duty free at my gate, from memory it was gate 4. I purchased a bottle of Ciroc Pinapple vodka for $43 and also 200 Marlboro cigarettes. The lady at the duty free wrapped the goods in bubble wrap and in a carrier bag which she did not seal. She said the goods will be waiting for me at the aircraft door, which they were.

We had a connecting flight at LHR, which meant we had to go through security again. Because the bottle of vodka was not correctly sealed at JFK, it was confiscated at LHR. The bottle of vodka was clearly unopened, but they would not allow us to take it, and therefore $43 down the drain.

The security at LHR advised us to take photos (which are attached) and contact you.
I'm extremely disappointed, I do not understand why we weren't given the duty free in a sealed bag as all airports usually do this? As the bag was only given to us at the aircraft door, I presumed this was the reason why.

I would like either a full refund or a replacement bottle sending to me if possible.

I look forward to your response.

Kind Regards
Miss Kimberley Power
+[protected]

I ordered Captain Black cigars several years ago from this company.Unfortunately I didn't received a few of them.I let them know and ask for to resend again.Their policy was not about the sending the new one they gave me points instead of them.Now I am trying to make an order for a parfum.Actually I started to try over a year ago.But some reason they cancel all my orders.I sent them my credit card and id card information as they asked and not worked again.By the way they already have my credit card information from my previous order. They can't blame me about my credit card because I use it all the time even with my international orders. I think the reason for canceling my order is my points.It costs 56 dollars and they don't want me to use it.
Anyway after I use my points I will not order anything from that website

I placed an order on February 28 for 12 cartons of cigarettes. My order number is #900259. I received 6. I have been emailing them only to receive conflicting messages that there isn't any stock, pick a replacement, or I can have a store credit. No explanation on if it would go to my account for a new order or email coupon. Then they tell me it is in stock. So I ask them to reply and I say please ship the remaining 6 cartons I am owed and never received a reply. After several emails and no reply what can I do. I called their 800 number and it is a language I don't understand. UGH! ARGH! I called my bank and they can not help. I only want a refund for 1/2 of my money at this point.

Dear Mr Thomas,
My Order #883833 Descriptor with DutyFreeDepot.com On Sept 07, 2017 for the total of $324.90 has been charged and over 30 days, I'm not receive any item yet, if you don't have any goods you can tell me the true, and i can wait for some more time it 's okay, why cheating me like that .! I tried to called [protected] and [protected] no one answser, and e-mail is block.
I'm requesting my order must be ship out or refund to me . please be nice Ok !
Thank you

Anh Le

I paid them, and i got nothing. Please read the conversation:

You did not do anything in the period I mentoned below. Dit`nt you read it?
Please come with another reason! This can`t be the reason…
Please ship this order!
Jan Nolles

Van: [protected]@dutyfreedepot.com
Verzonden: donderdag 17 augustus 2017 13:44
Aan: [protected]@hotmail.com
Onderwerp: RE: RE: Thank you for your interest in www.dutyfreedepot.com RE: Thankyou for your interest in www.dutyfreedepot.com Re: Thank you for your interest in www.dutyfreedepot.com Re: Order

we cannot do anything regarding an order from a year ago.

About non delivery,
because I ordered 2 cartons cigarets ordernr. 811569 and paid this 17 juli 2016,
because I informed you that I had recieved nothing on 16 august 2016,
because you said you reshipped 22 august 2016,
because I informed you on 19 september 2016 I stil had recieved nothing,
because the trackingno`s you named RY901499148L and RL9015024371L do not exist,
because I waited half a year and stil recieved nothing,
I ask you now for the refund of $ 75, 96 I paid to TIAN.BIZ (Visa)
Can be paid to Jan Nolles NL RABO 74 [protected]
You asked me if it was alright for me if you would reship this order, and I said yes.
Now on 25 april 2017 nothing heard or seen from you.
Now on [protected] nothing heard or seen from you.
Now on 24 –05-2017 and almost a year ago I have not seen anything from this order. Why?
Now on 10-07-2017 and a year later, I have stil not seen or heard anything from this order.
No it is 19/07/2017 and stil not seen anything from you. Please send this order!
No it is 17-08-2017 and stil not seen anything from you. Please send this order!

Wat is the problem?

Greetings,
Jan Nolles

First two transactions were smooth, as I contacted customer service through the 800 number.
The third, someone contacted me and I created a purchase on 05/06/17. The money was withdrawn from account two days later.
As of 07/07/17, no product and calls go directly to automated voicemail. The toll-free number was reassigned to another business two weeks ago.
Looking at my bank statements, a DF Trading company received the funds. I called DFTrading company with a 415 area code. But that number has also been changed.

Please read correspondence below which is all self explanatory.

I have not received any response from Duty Free Depot to my various emails since their last one to me dated 15th June 2017 worded only “Cannot assist further” or from the one sent direct to Saar.

My account has also now been blocked.

Why would anyone deal with a company you just can't trust?

An extremly unhappy Nick Williams

From: Nicholas S Williams [mailto:[protected]@windy-ridge.co.uk]
Sent: 18 June 2017 10:40
To: '[protected]@dutyfreedepot.com'
Cc: '[protected]@dutyfreedepot.com'
Subject: dutyfreedepot order #862310 - Refund

Dear Saar,

Please accept my apologies for contacting you direct but after doing some research I have come across your name and that you might be able to help me.

The correspondence below is self-explanatory which I would ask you to please read and assist further with.

Many thanks and I look forward to hearing from you.

Kind regards,

Nick

Tel: +[protected]

From: Nicholas S Williams [mailto:[protected]@windy-ridge.co.uk]
Sent: 16 June 2017 10:42
To: '[protected]@dutyfreedepot.com'
Subject: dutyfreedepot order #862310 - Refund

Dear Sir,

I am surprised by your most unprofessional last three word only email of “Cannot assist further” when you previously sent me an email stating that the money had been refunded to my account. If this did happen then the money did not reach my account or has it not been sent? Your answer to this question would be appreciated because as mentioned previously I am an OAP on low income and cannot afford to just loose this amount of money.

I look forward to your reply though must advise you that I will take whatever action I feel necessary should you not respond within 48 hours without further reference to yourselves.

Kind regards,

Nick

Tel: +[protected]

From: Nicholas S Williams [mailto:[protected]@windy-ridge.co.uk]
Sent: 15 June 2017 11:00
To: '[protected]@dutyfreedepot.com'
Subject: dutyfreedepot order #862310 - Refund

Dear Sir,

Why not, you said in your email below that the money had been refunded to my account yet it has not arrived.

Please advise before I take this further.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 15 June 2017 10:53
To: [protected]@windy-ridge.co.uk
Subject: RE: dutyfreedepot order #862310 - Refund

Cannot assist further.

Dear Sir,

I have still not received my refund.

Please advise.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 06 June 2017 11:48
To: [protected]@windy-ridge.co.uk
Subject: dutyfreedepot order #862310 - Refund

Dear Nicholas S Williams,

Just wanted to give you a heads up that we've refunded your order.
It may take up to 14 business days to show up in your account, but you'll probably see it before that.
If you have any questions, we're always available.
Email: [protected]@dutyfreedepot.com
Toll-free number: +[protected].
Thanks again,
Enjoy your order!
www.dutyfreedepot.com
From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 04 June 2017 10:23
To: [protected]@windy-ridge.co.uk
Subject: RE: Refund Approval at DutyFreeDepot.com

Dear Nicholas,
We are sorry for this delay in your refund.
We have fowarded this issue to our billing department to ensure your refund is received as soon as possible.
If you do not see your refund in the next 10 business days, please let us know.

From,
Customer Support

Dear Sir,

Sorry to trouble you but I do not appear to have received my refund to date.

Please advise, many thanks.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 18 May 2017 08:49
To: [protected]@windy-ridge.co.uk
Subject: Refund Approval at DutyFreeDepot.com

Dear Nicholas S Williams,
Your request for a refund has been forwarded to our billing department, it will be taken care of ASAP.
Please note that it may take up to 15 business days from the date the refund is issued, until it appears on your bank statement.

Regards,

DFD Customer Support

Dear Sir,

Thank you for your quick response and though I understand your policy and consequences of not being able to order with your company or any affiliated company of yours again, I am an OAP on low income and so would ask that you please refund my payment to me.

I am sorry to have to make this decision but would like to thank you for most excellent service in the past.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 17 May 2017 13:09
To: [protected]@windy-ridge.co.uk
Subject: Your request for a refund

Dear Nicholas S Williams,
We received your request for a refund. Unfortunately, it is our policy that customers who are refunded will not be able to order with us or any affiliated company of ours again (as stated in our terms of use) as refunds hurt our working relationship with our bank.
This is why we would like to offer you the following alternative options:
1. Adding discount points (store credit) to your DFD account equal to the amount you are owed.
2. Reshipment of the items you are missing, entirely at our own cost.
3. Replacement of the items you are missing with another item of similar value, to be sent to you at our own cost.
Please let us know how you would like to proceed. We thank you for your cooperation and understanding.

Regards,
DFD Customer Support

Dear Sir,

Though I thank you for your email my Order Number: 862310 was charged, using my Visa Debit Card, direct to my Bank Account in the sum of £138.36 ($151.42).

Please advise.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 17 May 2017 08:12
To: [protected]@windy-ridge.co.uk
Subject: Your order with DFD

Dear Nicholas S Williams,
We have been experiencing some difficulties processing Credit Cards recently due to technical problems originated in the 3rd party processing company we are using to charge Credit Cards.
Unfortunately we are not sure when will this problem be solved as it may take several days or more but, rest assured that your order was not charged yet nor sent.
At this point we may Cancel the order for now or leave it as it is until the problem is solved.
In case you wish to cancel, please know that the order can be easily reinstated by yourself in the future if you ever wish to re-process it.
For now, you may only pay for an order via Bank Wire (Bank Transfer).
We deeply apologize for any delays here and any inconvenience caused, we wish this can be resolved as soon as possible.
Best Regards,
DFD Customer Support.

Dear Sir,

My reshipped Golden Virginia Tobacco sent on 24th April 2017 has also still not arrived.

Please advise.

Many thanks.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 24 April 2017 06:32
To: [protected]@windy-ridge.co.uk
Subject: Resend request at DutyFreeDepot.com

Dear Nicholas S Williams,
Thank you for your patience and understanding.
Instruction to resend the missing cartons has been transferred to our warehouse.
Please allow a few days for the new tracking numbers to appear, as well as several days before attempting to track the reshipment.
Note that the Tracking Numbers will appear online for your use in a few days, not via Email.
Regards,
DFD Customer Support
Toll free (US) - [protected]

Dear Team,

Thank you for your quick response and I would like you to please issue me with a reshipment and confirm that I understand and agree with your email below.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@dutyfreedepot.com [mailto:[protected]@dutyfreedepot.com]
Sent: 23 April 2017 13:09
To: [protected]@windy-ridge.co.uk
Subject: Reshipment confirmation

Dear Nicholas S Williams,

Unfortunately due to lack of cooperation between the local and UK postal service we are unable to track your package while in transit and only receive delivery confirmation.

Please note that it is clearly stated that we will not be held responsible for any lost/missing/seized item that was sent to the UK.

However, we would like to issue you a reshipment at our own expense.
If the reshipment fails to arrive, we will not be able to issue a second reshipment but will be forced to issue you store credits for the missing items -$9 per carton for shipping expenses as stated in our terms of use.

Please confirm that you understand and agree.

We are sorry for this inconvenience and thank you for your patience and understanding.

Regards,
DFD Customer Support
Toll free (US) - [protected]
Check out our new contact us page available in your account.
Simply log in and go to My Account.
www.dutyfreedepot.com

Dear Team,

My order Number 862310 was despatched on 22nd March 2017 and it has still not arrived.

Please advise.

Many thanks.

Kind regards,

Nick

Tel: +[protected]

From: [protected]@DutyFreeDepot.net [mailto:[protected]@DutyFreeDepot.net]
Sent: 22 March 2017 12:04
To: [protected]@windy-ridge.co.uk
Subject: Your Order #862310 Descriptor with DutyFreeDepot.com

Dear Nicholas S Williams,

We thank you for your order.
Your order 862310 for the total of $151.42 has been charged and processed.

You will see our charge on your bank/credit card statement either in full or partially as:
' ideegfl karguefory/AIP*QH TECH /AIP*NHT TECH CTBill*globaltoploto/ CTBill*TramfordIntl/ CTBill*Amazbeanmall/ CTBill*Topsalesmall/ CTBill*ecomexperts/ /reiterren/CTBill*SherwinWls FHT*AIXIZHUO '

Please contact us if you have any problems or questions about your order.

Email: [protected]@DutyFreeDepot.com
Toll-free number: +[protected]
Thanks again,
http://www.dutyfreedepot.com

I placed an order with dutyfreedepot on 3/30/17.The order was 2-cartons of cigarettes.The order arrived within 3-weeks, and I was very satisfied.I placed another order on 3/30/17 and they have not shown up as of yet.I have e-mailed them twice and they do not reply back.I have called three different phone numbers that they supplied to me, and there is no answer at any of them.By them not replying back to me tells me that they are not on the up and up.Did I mention the order that is not showing up is only my second order that I have placed with them, and was larger than my first order.Hmmm seems fishy, does it not?I guess I am old enough to know better.My advice is to stay away from them.Hoping this review helps someone.

Can't find the email address you gave me, you sent me 400 and asked me to give you an email to send the others to you and there is the matter off being charged £205 instead of £181, have screenshots of the bank staments, I think maybe because you charged my card after the price had changed!?

Will I receive a refund of this? (£25approx)

Please send email address

Regards,

Ben