The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Duty Free Depotfraud and scam

S Review updated:

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

Responses

  • Sa
    Sadie15 Dec 28, 2019

    Purchased 7 cartons of Karelia in October and have received zero. Emailed customer service many times and they will not respond. I have a feeling this company is going out of business. I bet their stuff comes from China. I have had problems before however they were quickly resolved. They have lost a faithful customer.

    0 Votes
  • Le
    Leticia Murillo Oct 12, 2019

    I bought a special edition tequila on the duty free store DUFRY MÉXICO SA DE CV. DME96091288A and they failed to properly packaged the bottle . Custom at Houston airport took the bottle away because I had no time to go do the wrapping due to my connecting flight ready to depart

    0 Votes
  • Hu
    Hugh Cunningham Aug 24, 2019
    This comment was posted by
    a verified customer
    Verified customer

    It has been over a month order#942932 and still no delivery. Please rush my order or refund my money $156.41. I have been ordering from duty free for years and the service has been getting worse. Contact me at [email protected]
    Thank you.

    0 Votes
  • Vk
    v k Aug 10, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Order placed over a month ago, not received, company stopped responding to communications

    0 Votes
  • Je
    jean platt May 27, 2019

    On 2/5/19, an order was placed for 4 cartons American Legend cigarettes. A check was issued for the amount of $82.80, check # 5953. This order never received. Please advise.

    0 Votes
  • Mi
    Michelle B Green May 05, 2019

    I have been all over the world and I have never received such rude service.

    Staff were rude

    All stood talking husband asked about something and she pointed at it as though he was an idiot they need some matters

    I have never complained before .

    I am so angry

    0 Votes
  • La
    lazertronic Oct 31, 2018
    This comment was posted by
    a verified customer
    Verified customer

    They are a scam!!!
    They should be closed down!!!
    They took my money and I didn't receive the goods!!!
    No refund!!!
    What a rip off!!!
    From Steven Palmer

    0 Votes
  • Ny
    nynj Oct 25, 2017
    This comment was posted by
    a verified customer
    Verified customer

    will not use them again,
    they just making up new tracking #s every 20 days for you to wait forever, extremely odd

    0 Votes
  • La
    lazertronic May 10, 2017
    This comment was posted by
    a verified customer
    Verified customer

    Hi
    DutyFreeDepot are rubbish!!!
    They should be closed down!!!
    I have lost loads of orders and money by using them!!!
    Regards Steven Palmer

    1 Votes
  • Fe
    Felix123a Oct 27, 2016

    Ordered 2 cartons and received them after 20 days. Everything was fine. No problems with customs.

    0 Votes
  • Ad
    Adrian Danescu Oct 14, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I am tired of waiting. Ordered on 8/15/2016 two cartoons of American Spirit, so far the tracking numbers shows the package sent form NY to Israel. This is a scam, can't talk to anyone, they do not reply to emails, numbers posted on their site are not working. Planning to write a letter to NY Attorney General about the scam. Total ripoff! A bunch of thugs. Just check my tracking number to see how merchandise is shipped from US to Israle. 818028. Do not buy from them. I lost $94.

    0 Votes
  • Re
    Rey F Rodriguez Jr. Jun 07, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I adopted a Jewish girl and I can't afford some stuff for her but with cheaper ciggarets I will hoping this wil be a good investment

    0 Votes
  • Re
    Rey F Rodriguez Jr. Jun 07, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I haven't bought any but o.am., thinking of buying like 30 to 40 cartons, but ol.first bit around 5 to 10 just to.see if it arrives !! Some companies wanr to het paid thru western union.but I say no because o know they are up to something lol

    0 Votes
  • Xi
    Xiqiang Jiang Apr 09, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I have purchased from DutyFree a few times. They are O.K. Delivery is a little slower than you liked, but they will get to your place.

    0 Votes
  • Er
    Eric Walberg Apr 09, 2016
    This comment was posted by
    a verified customer
    Verified customer

    i am pleased with duty free depot's work. they promptly answered my queries and followed up with a phone call. i received the carton of B&H and will keep them in mind in future. it took almost 5 weeks to arrive, but no problem with customs. the cigarettes are good quality. eric walberg

    0 Votes
  • Jc
    JC1972 Mar 13, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I made a purchase and I received it just fine. Their customer service always answered my emails, very transparent process. The mail arrived in my country within one week and the customs invoice process took two weeks (that is what it usually takes for any package). I'm very satisfed and will certainly do business again.

    0 Votes
  • Ge
    George London Dec 21, 2015
    This comment was posted by
    a verified customer
    Verified customer

    Ignore JonJohnson, he's clearly one of the many shills operating in behalf of the criminal enterprise being run out of Israel, otherwise known as "Duty Free Depot". The cigarettes are definitely fake. I know because I ordered a few cartons and con confirm the crudely counterfeited labeling and horrific taste and smell of these products. These aren't "EU" cigarettes (I've had plenty of those), they are pure, unadulterated fakes, filled with all sorts of toxins and extraneous chemicals you'd never find in any EU or American mass produced cigarette. The people involved with this operation are connected with organized crime in Israel and couldn't give a lick about the health consequences for the unwitting smokers who consume them. If you value your health AT ALL, then I highly recommend you DO NOT under any circumstances order cigarettes from places like Duty Free Depot. Perhaps there are some legitimate sources of discount imported cigarettes, but this is clearly NOT one of them! A big caveat emptor folks!

    0 Votes
  • Re
    Reviewer31579 Dec 13, 2015
    This comment was posted by
    a verified customer
    Verified customer

    Ordered 6 cartons. Paid 274.00. Never received. Repeated emails. All they say is we shipped again. Nothing here. I contacted the FTC. They advised they will begin an investigation. AVOID THESE PEOPLE

    0 Votes
  • Re
    Reviewer79339 Nov 16, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I ordered 10 carton of Fortune cigaretts and received only 8 of them.They promissed me 2x free gift I never received them.I complained to them not even an answer.I think it happened before to they sent me 2 carton of cigarettes short.

    0 Votes
  • Vi
    vittusaatanaperkele Oct 24, 2015

    DO NOT BUY FROM DUTY FREE DEPOT! I did, product seized by the customs (wasn't aware of having to pay humongous taxes when ordering tobacco to EU from outside of it), DFD didn't answer to polite e-mails, and when I sent an angry one including an inpolite word for feces, they threatened that such an outburst will affect my DFD account, as if I give a feces. They only agree to reship or return the money in points in their own shop.

    0 Votes
  • Pu
    Puffing Billy Oct 01, 2015

    Not a complaint - an observation.

    I ordered some tobacco and was given a shipping date, an ETA, and a tracking number.
    Delivery date came and went, and Royal Mail said they didn't recognise the tracking number.
    E-mails asking where the goods are went unanswered.
    I was worried and on the point of contacting my Credit Card co, when the goods arrived (today).
    They are high quality, and exactly what I ordered, so I am a happy customer.
    However, unanswered e-mails look ominous, re-inforce the scam claims, and do the company no good at all.

    I suggest the company looks at this aspect, and it might avoid complaints in the future.

    0 Votes
  • Ja
    Jayen Noyce Sep 22, 2015
    This comment was posted by
    a verified customer
    Verified customer

    This site is a scam !!! have made 8 requests in the last week about my order, and not one email has been sent back to me! ok i have lost my money and will put it down as a lesson learnt, but i will post as many complaints about this company, on as many web sites as i can find just to get a bit of satisfaction for the money i have been conned out of ¬

    0 Votes
  • Jo
    jonjohnson Jul 15, 2015

    I have been ordering Gauloises Brunes from Duty Free depot and I sent a pack in to Imperial tobacco and they refuse to tell me if they are real or not.
    I checked the barcode with a scanning app on a smart phone to check the origin and they are the real thing!
    The united states government and tobacco companies obviously do not want to lose money to european cigarette manufacturers. I bet most of the negativity around the site has been written by people working for the us government or big tobacco.
    The smokes are real. Customs checked mine out and still gave them to me, It is obvious, Also, the european cigs do taste different than the ones of the same brand produced here in the united states but there seem to be many reasons for that. No fire safe liquid, different tobaccos from different parts of the world, less harmful chemicals and additives to make you more addicted, lower tar and nicotine levels. dig. I do not work for anyone. I am just being honest.

    0 Votes
  • St
    stitcy284 May 26, 2015

    I have been ordering from Duty Free for many years and I thought I was one of there best customers but in April I made my order and never Received it (they said it was shipped to the wrong address) but, they were seized. they said they would mail back out, but I said no because I'm must be flagged So I ask for a refund and I'm still waiting!!! won't answer my email either. $260 gone!!

    0 Votes
  • Re
    Rea81 May 18, 2015

    Hi,
    I have also bought for DFD cigarettes over a month ago. Despite several attempts to contact these guys I got only a couple of emails 4-5 days after I wrote to them saying that my box is still in transit and they offer to me a second shipment free of charge. Also they say if the second time does not arrive either then we can add some credits in your DFD account. WELL!!!
    After some digging I did seems this company has a Cyprus address but the cigs are shipped from Israel...wow!
    The UK border does not allow cigarettes to be transferred via mail due to taxes that were not paid. That means if the catch the box you will never see the cigarettes and you will receive a letter where you can claim them if you pay a huge amount of money!!! The people that git the shipment were just lucky as some boxes are searched and some might not. That is why this company does not confirm NEVER that you will get your package.
    Long story short I declined the second shipment and the credits a s guys we are all protected form the consumer law 'Sale of Goods Act 1979' and of course the regulations for online training. See attached. I am waiting to see now what their response is. I was advised by my bank yo move legally if the do not comply and hell I will!
    Whoever reads: SAVE YOUR MONEY! This is a scam, sorry guys...
    A sad customer

    Rea

    0 Votes
  • Mi
    mike,j Apr 27, 2015
    This comment was posted by
    a verified customer
    Verified customer

    seized by border force u.k, now feel like a complete mug ordering 200. i can bet i wont be receiving any refund or my smokes either.

    0 Votes
  • Sh
    shane paul Jan 29, 2015

    was going to place a order, but i think i will leave it, to much BS.

    0 Votes
  • St
    Stalla Jan 19, 2015

    I can confirm they are not a scam as I recived my order today

    1 Votes
  • An
    Anonymoussssssss Dec 15, 2014

    I hope it arrives when I order one pack...

    -1 Votes
  • Pa
    PatrickinTX Nov 10, 2014

    They are a great company. They were down for a while but they likely will make that right. It is not easy to deal with cigarettes through customs.
    I have ordered from them 3 times so far. They always get the first package to me within 2 weeks. If I remember correctly they are in Israel. That is not a country know for ripping off people via the internet.

    1 Votes
  • Sa
    SavedFromFraud Aug 21, 2014

    Thank god i found this before placing an order, even if they deliver well in some and stumble in some cases I wont try my luck here :) Glen is as good as delivered not stuck at customs :D Sorry for the ones who got ripped off

    0 Votes
  • En
    ENGLIGH Jun 17, 2014

    yes totally they are a scam company the nice comments on here about them we probably be from themselves to salvage what reputation they have they are so ignorant when you ring NEVER anwer emails just take your money and run..they send out first few goods to keep you sweet then rip you off

    IF YOU WANT TO BE SCAMMED AND THROW YOUR MONEY DOWN THE DRAIN USE DUTYFREEDEPOT...###

    0 Votes
  • Ur
    uraBITCH..SAAR May 30, 2014

    saar ur a ### ...
    stealing cash from people helping ur company out ...
    ur a ### nothing more ...selling smokes at a 1/3th price looks catchy .. so it is ..
    every forum on every page of google where i find ur company ..
    is a big fat scam ..
    ur putting even on the box from delivery it are smokes ...
    ur a ### ..
    u all need 2 go 2 jail .. all of you ...
    the gouvernement are dumb idiots making debts everywhere so every legal addiction gets a higher price ...
    Learn how 2 live with it how the prices are for anything ...
    for the last time ur a ### and every1 else on ur dutyfreedepot site ..
    helping low buyers once or twice out and big buyers u give ### and lost there cash ...
    I hope they find you all and put you in jail forever !!!


    ###!!!

    0 Votes
  • Do
    Donna Chymyshyn Sep 05, 2013

    I am disappointed, it has been well over the estimated date for my arrival of my shipment. I cannot even get through to any of the duty free phone numbers, even tried the one that was posted on this complaint page... is this a scam? Soooo disappointed, if something is late, no big deal, let me know, but the emails and phone numbers all of a sudden there are "technical problems". BE AWARE PEOPLE, double check before you order, I've learned my lesson the hard way, lost out on my Cash, piss me off!!!

    0 Votes
  • Ro
    ronuk99 Aug 31, 2013
    This comment was posted by
    a verified customer
    Verified customer

    i ordered for first time and within 10 days thgey charged me again . ive sent many emails no response at all from this SCAM . Im very annoyed and total rip off

    0 Votes
  • Sh
    shugsshugs Jul 23, 2013

    Well quite frankly..If it is too good to be true, then it is not true. They contacted me and requested a copy of my credit card a day after i placed my order. I became suspicious and my addiction to tobacco subsided and i decided to check them out. I called my credit card company and warned them to decline the order . Hopefully they will not get my money. Fellow smokers beware.. better to pay duties and buy locally than to loose money looking for cheapness.
    Thankfully i live in North America so should i get too broke to afford proper tobacco, i can always rely on a more trusted source with the reservation cigs.

    0 Votes
  • Fa
    fase299 Jun 12, 2013

    I've ordered from dutyfreedpot and I haven't had no problems and it came quite quickly to maybe I have good luck

    0 Votes
  • Sh
    shay57 May 14, 2013
    This comment was posted by
    a verified customer
    Verified customer

    wow! thank goodness for the voice of the people! wish i had of known about all this!. placed a order in April 11th 2013, it is now a month later! customer service says it is stuck at customs, sorry this is absurd! if i do not get my cartoon of cigarettes by the end of this month. i will report it to my credit card company! they have the audacity to call me and ask if i am ready for another order. and send emails about Another order. i ask the lady where she is she says south east Asia!. i do not care where you are! it should not take this long for anything!. i am just glad i only put my toe in the sharks tank! first bad experience with an online company. "buyer be ware!"

    0 Votes
  • Wa
    warner104 May 08, 2013

    well i am very glad and relieved i checked this site first, just been left £80k from my fathers will and wanted to invest, and seeing that tobacco and spirit's in the UK is so high, i was looking to buy in bulk and maybe make around 10k profit's. just one point i checked and how the hell can they call themselves dutyfreedepot.com (SMUGGLERS"R"US) would be a more apt name since they have no intention of sending goods that the border agency in the UK would let through without checking. seems to be a complete waste of time this company, so will not be parting with my late father's hard earned cash, however if this Anthony Saar wishes to explain how we are to get our goods without them being impounded by custom and excise or even change the way that we pay for the goods ie no delivery no payment. COME ON MR SAAR REPLY TO THIS, maybe just maybe you may get back some customer's if your truthful. i really do not understand how you claim to be a legit USA company yet ship from Isreal, sounds really dodgy to me bud

    0 Votes
  • Fr
    Frank King Sep 30, 2012

    As a former customer, I can confirm that the cigarettes sold by Duty Free Depot and its affiliates are absolutely Chinese and Eastern European counterfeits. This shady company has been exposed all over the web. Google the phrase "Duty Free Depot counterfeit cigarettes China" for detailed accounts by customers.

    0 Votes

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