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Dear Mortimer,
I can certainly understand your frustration.
But, despite what you think and write about us, I can confirm to you that Dutyfreedepot is not a ripoff.
We are bound by customs international laws and cannot deviate from that path otherwise we wouldn't be able to operate!
Dutyfreedepot did not operate in full last year for technical reasons that had to do with Customs relocation.
I believe that during this time, a few customers did not receive their goods
and were ignored for the simple reason that even basic operations were placed on hold.
I urge you to contact me in person. We provide the most accomodating services and guarantee delivery
to your doorstep as soon as possible.
[protected]@dutyfreedepot.com
[protected]@dutyfreedepot.com
You are welcome to call us toll free as well: [protected]
My apologies if you were mistreated during our extensive move.
Thank you!
Saar Levin
The complaint has been investigated and resolved to the customer’s satisfaction.
I guess it helps to see that there is someone who does care about the reputation of this store, that says a little bit. But Saar, you or whoever it is that is doing it needs to stop with the bogus testimonials, this is a COMPLAINTS board and it is obvious that the praise is coming from employees (or an employee) of the store; just stop it! If you are serious about providing a quality service you don't need to do that. You've tried to respond to everyone's concerns and you have that going for you but don't throw it away. That said, and I don't know if this will be removed seeing as how this isn't quite this type of forum, I would be placing an order for Christmas if only I were able to get it sooner, as for cigarettes, I don't know, doubtful. I'm in the process of moving to a county with lower taxes anyway.
I also saw all the negative comments when I ordered my cigarettes. I decided to order 1 pack of Benson and Hedges. They arrived and I was very pleased. Just ordered another carton. So far im really pleased with this service.
Mandy
I ordered 1 carton of Fortuna Cigs at 22.Oct.09 - yesterday they came in, so that were less than 2 weeks!
Cigs taste great, thank you dutyfreedepot :-)
Dear visitors on this site.
I have ordered 2 times and both orders were correctly delivered, even within the 10 days delivery time. Therefore I don't have any complaints, just compliments. The right goods with a price at least 30% down compared to what I pay at my local store.
Maybe an advice to some of you, don't order in too large amounts. 18 cartons must be quit a box! Maybe that woke up the guys from customs.
Jan Meijer, Holland
Note!
Now UK customs are ran by UK Border Agency and they never return any seized goods to the sender.
DutyFreeDepot in Israel gets your money,
UK customs get cigarettes you paid,
You get NOTHING!
Who is the looser?
Dear Mortimer,
Your order was shipped in full (and left the country) on March 31st. Here is the tracking number: RY900026995IL.
Please be advised that once you receive a letter from your local post office asking you to pay a fee - DON'T PAY!
Reject the package. It will return to our warehouse and we will reship it. We cannot refund customers who decide, despite our recommendations, to pay the exaggerated fees that customs charge.
We do, however, try to accomodate them by partially refunding their account and offering them discounts on future orders.
Best Regards,
Saar Levin
Program Manager
saar@dutyfreedepot.com
i ordered a big order from this site. 18 cartons of l&m. 6 a month for 3 months, i recieved 2 cartons and 3 weeks later we got a letter from the post office stating that customs had seized 2 cartons and that i would have to pay £80 to receive them. As i didnt collect this order i emailed the company explaining what had happen. at the start i paid £360 and so far they have only repaid me £199 leaving that i have paid £160 for 2 cartons of cigatettes. i have tried contacting this company about 20 times explaining my problem and so far i have had no answer. i am very disappointed and consider this site to be a complete RIPOFF. my advice is dont buy from this site if your wise. i was caught out and its not a nice feeling when you have just paid £160 for 2 cartond of cigarettes.
I'm the above poster.
I received my second Dunhill carton last week.
Overall, very happy with dutyfreedepot.com and Saar. Shipping is a little slow but expected with international shipping. I would definitely order again from dutyfreedepot!
-Daniel
I ordered 2 cartons from dutyfreedepot.com, received 1 so far (the other is pending) and am happy so far. The Davidoffs I ordered came in and my Dunhills are hopefully on the way.
I was worried about seeing all the complaints online and when I placed my order it was really confusing. The company is listed @ St. Louis under BBB, my credit card statement said the charge was made in Switzerland and when my carton arrived, it was from Israel.
Anyways, overall I'm happy with the purchase so far and will be completely satisfied when my other carton comes in.