Dufry Reviews 72

Ugh, I love shopping in DuFRY when I am traveling but buyer beware. If you need to return anything - don't hold your breath. I tried returning some sunglasses in the store that I bought them about thirty minutes after my purchase because I found a different color that I liked better. They told me they don't do returns in the store and I had to go online. Their online portal does not work. So, now I am stuck with two of the exact same pair of sunglasses. They suck.

Extreme bad service from the retail at Casablanca Airport Transit area where the cashier just literally force you to buy things that you do not need by just charging you and ask you to take it or leave it with an atrocious attitude.
Extremely slow feedback service from the customer relation team, replying take weeks for each response and no intention of showing how their customer services can be improved.

Traveled thru Cancun airport 2/8/20, bought vanilla and they didn’t seal it properly when I got to Chicago for a connecting flight the TSA threw it away!!
I sent a email to customer service and they asked me to send a picture of my receipt.
I sent the receipt photo and they said it was the wrong receipt. They gave me 3 receipts, all they had to do is research the date and transaction # from the receipt and credit my account which I supplied to them.
So here we are going back and forth about crediting my account and they emailed me to say the need my bank account and the address to my bank!!
Excuse me.....
I told them to shove it! Who in there right mind would send all their bank info for a simple credit to the actual credit card?
I agree with the other people posting, their customer service is a waste of time!

Dufry is the sort of company that exemplifies everything that’s wrong with bad businesses.

Their “loyalty” scheme (Dufry Red app) is a joke and good luck with trying to get ANY response from the customer service team.

I would NOT buy anything of high value from their stores because if you have a problem or request a legitimate refund they will not respond. Basically this is a crooked company monopolising the Duty Free industry.

AVOID if you can!

I shopped at Dufry Toulouse Airport 28/1/2020. Very bad experience. The price of cosmetics is more expensive than Sephora in downtown Toulouse (where they have 20% VAT!!!). So the prices are higher than what you can buy in the city. I shopped at Sephora and bought a 150 ml Hugo Boss deodorant at 24 Eur. The airport security confiscated it, because the spray is more than 100 ml (I thought this restriction only applies to liquids and not spray. I guess i was wrong). so I bought at Dufry at 25 Eur. I also bought Marlboro Gold at around 55.50 Eur a box (total 80.50 eur). This is very expensive. At the cash register saleswoman charged me in dollars which came out around 93$. I checked online the conversion rate, it should have been 88$. So there is about 6% conversion commission from Eur to USD with Dufry. The salespeople were very nice.

This company is terrible. Have emailed several times with no response, the phone number doesn't connect and my points are not accumulating for the last few years, but no one replies to the emails. Shambolic company.

A monopoly that fixes prices for necessaries such as water at absurd levels. They have travellers at their mercy and fully take advantage of it. They represent crony, rigged capitalism at its worst

Misleading customers by claiming that you can either exchange or get a refund for a product you are not happy with for any reason, but it is not true - even providing evidence that you are entitled to it... Customer service is practically non existent - ignore emails and calls.

They have a website in Australia for making online purchases that just does not work and has been like that for more than 12 months and always their reply it is a technical issue.
I got a HAPPY BIRTHDAY 10% offer from Red that you will upgraded to Platinum Membership for 30 days and get 10% off your purchases.
The offer is now just 12 days old and is valid for 30 days. It does not work and says online that it has been tried too many times... that's cos your website does not work.
Dufreys is a joke worst experience ever and that can not overide their system if you call them on the phone as is an online offer only. Even without that offer 2 months ago I tried to order online but it just does not work despite trying 6 times.
Go get it fixed Dufry, it's a joke

They will cheat you !
I was travelling from Santiago De Compostella in Spain.
Wanted to buy a bottle of gin.
Found a shelf with 3 types of gin.
The sign said 20% off of the price.
1 type was specifically mentioned with excact price. the 2 others ???
well, there were a "standard" sign saying 18 €, so obviously that's what i expected the price to be, but no...
It turned out the type I had chosen costed €19,25.
Hey... € 1,25, who cares ?
well, I do.
If the price-tag says 18 €, then I expect the price to be €18,00!

Terrible customer service and poor quality goods! I bought a watch in one of their duty free port shops. A few hours later it had snapped and fallen off my wrist. I have now used their online complaint form THREE times, and included a photograph of the watch and receipt as requested, and not had one response from them yet other than an automated "we will get back to you in 2 days." Don't waste your time and money on crap like this. They also have a terrible reputation with duty free airport staff of being mean and miserly. They clearly don't really give a damn but like to tell you on their website how important good service is to them. Load of rubbish!