Dutyfreedepot Reviews 

Never have I experienced such GREAT customer service. The communications over y problem were the best. "BRAVO"

Very reliable and honest service. First time used and will use al the time from now on.

The people hear don't seem to know what they are doing.

I tried several times to purchase goods from dutyfreedepot.com but was unable to do so. They don't know how to process a simpe credit card transaction. Also, I am unable to remove my email address from there mailing list. So I get spammed with emails from dutyfreedepot that I do not want. Stay away from this comlany and this website.

for 10 years i have been using this service, sometimes things got stuck somewhere, but were replaced in a reasonable time frame

Good service and quality products but sometimes you have to wait very long time for your product. Thanks.

They asked me to pay for two cartons that I did not order and receive. Management did not even bothered to take my call when I tried to address the issue. Instead, he replied thru his customer rep. that my account will be blocked if I am not paying. I placed my orders with a different supplier and tried to forget about the whole thing. However, today, after several months they came back to me via e-mail asking for payment. This conduct is unacceptable in my view.

A bit slow in the beginning, but not because of Duty Free Depot. My parcel is still sitting in New York. Once I contacted DFD, they immediately shipped a replacement (and I agreed that if the original shipment comes, I would pay for it). I received the replacement in about 10 days. Perfect condition. I'm still hoping for the original shipment, but not holding my breath! I received nothing but excellent customer service...thank you.

if you try to get cigarette u have to pay taxes .
i go to post office i have to pay 70 euros for 44 euros parcel ...
when i ask for refund i get only 28 euros

a bit slow due to customs seizing cigarettes , but fantastic at resolving the problem and re sending my order , iut just abit slow ie 5-6 weeks but i am happy chris

Excellent service with DFD I have ordered off them for a while now, the cigarettes are genuine, customer service is amazing, any problems they get back to me Nick and Thomas are brill, had a few issues with border control seized a couple of boxes to be expected in the UK, but straight away customer services have been amazing sending out replacements, highly recommend this company and a good price as well compared to here

Dutyfreedepot is terrible, don't deal with them. My order never came and the customer service I received was awful!

I placed an order in middle of May for a carton as a gift for my mother. On checkout the website promised delivery in 7-10 business days. The package never arrived!

I emailed them in mid June to ask why I hadn't received it. They claimed it was lost in shipment, and they could ship me a new one. I called the next day to have them ship a new one, but they were out of stock and unwilling to get it from another supplier. I waited a month for an order that never arrived, and they offered no help to replace it.

My first order of 200 was seized by british border force, they sent me a 'nice' letter which basically dares you to try to get them back,no chance to pay the tax due to them which I would have as the cigs I like(LuckyStrikeRed) have vanished from the shops around here. DFD didn't hesitate to send replacements which got through in under 10 days from despatch. Their customer service is excellent and the cigs are excellent too, definitely genuine manufacturers. I wouldn't hesitate to order more if there was an easy way to sort paying the tax with UK customs but just try to contact them, they are only interested in enforcement, they could benefit from a lesson in customer service from DFD.

I've had umpteen orders with Dutyfreedepot and not been disappointed once.Would highly recommend them.

AVOID AT ALL COSTS WAS OK FOR A COUPLE OF MONTHS THEN I MADE 2 BIG ORDERS AND WAS TOLD IF I HAD MY ORDERS TAKEN BY BORDERCONTROL TO REFUSE THEM ITEM THEN IT WOULD BE SENT BACK TO THE DUTY FREE. SO I REFUSED TO AROUND 600 UK POUNDS BUT THEY DIDNT SEND ME THE ITEMS BACK JUST SAID EITHER I ACCEPT CREDITS WHICH DIDNT EVEN COVER HALF OF WHAT I PAID WHICH ID BEEN WAITING FOR OVER 5 MONTHS OF EXCUSES, IN THE END I LOST MY TEMPER AND DEMANDED IETHER MY ITEMS OR I WANTED A REFUND THEY SENT ME ABOUT 125 TO MY PAY PALL WHICH PAY PAY PAL CHARGED ME 30 UK POUNDS THEN CHARGED ME FOR TURNING USD INTO ENGLISH SO I ENDED UP WITH ABOUT 70 UK MONEY . WHICH MENT I WAS SHORT OF AT LEAST 500 UK MONEY THEN THEY HAD THE CHEEK TO BLOCK ME LOL

The company followed up with a call since I had ordered Black Russian Sobranies that are almost impossible to find. I received them in less than three weeks.

Thank you!.
Elisabeth

My tobacco did not arrive within 28 days. I contacted DFD and replacements were sent and arrived within 10 days.
I have dealt with them twice before and I can recommend them.
Be prepared to wait a while though and don't panic if it doesn't goes as planned. Their customer service is good and they will sort it out.

I've been a DFD customer for over 5 years. The quality of the Camel Blue DFD supplies is superior to the eastern European made 'plain' package (not actually plain - the entire package is now government propaganda) cigarettes available in Australia. I had one missing shipment in 2011. As far as could be determined, that shipment was stolen by customs or postal officers at the Sydney international mail centre, although each blamed the other, resulting in the Kafkaesque situation of me paying exorbitant import taxes on cigarettes which never arrived, while being unable to get a refund of those taxes. Given the punitive and excessive rates of tobacco taxes and excise charged by bully government worldwide, and the many parties in the supply chain, ordering from DFD or any online tobacco merchant has quite high risk of theft. Cigarettes are very portable, and the taxes make them very attractive targets for theft. Perhaps there's scope for DFD to examine better supply chain security if missing orders are common and time consuming, as noted by other Trustpilot reviewers. Otherwise, the only issue I have had with DFD was receiving Kent when I had ordered Camel Blue - I sent a photo of the incorrect brand cartons to DFD and they were most efficient in shipping the Camels at no extra charge, allowing me to keep the Kent (they weren't so bad, and my brother liked them). Overall I rate DFD highly. Compared to certain other online tobacco sites I have used, they are more reliable and responsive. Prices have increased considerably recently, but that's due mainly to a falling Aus dollar (about US 75c).

Been ordering from DFD for years now. Always good smokes. Last order I received all 12 cartons at once within two weeks and that was regular shipping, not expedited.

Good service

duty free depot is a very good company to deal with. the only problems I find is they only deal in american funds so I have to add on the cost of our low canadian dollar. I also get dinged with a hefty excise tax at canada customs so it is not really duty free. the cost of the cigarettes though is still far cheaper than buying them here in nova scotia