Dufry Reviews 72

Downloaded the app , tried for over 4 days to reserve duty free,the app is an absolutely nightmare , finally managed to reserve one item only , if the apps anything to go by I'm not holding my breath at the airport ......redesign the site or remove it please

Dufry Bangalore sold me a Montblanc Passport Holder, that I plan to use as a gift. Come home and find the warranty card and other leaflets missing - almost as if I bought it from a fake store.

Rcvd a message from a supervisor, who said they would get back in 3 days. So far nothing.

I ordered $450 worth of duty free items (Liquor bottles, perfumes, etc) and only $200 worth of items were ready for pickup when I arrived at the Toronto Pearson Airport as the rest were 'out of stock'. I was told that they'd only charge $200 from my credit card. Few days after I realized that the full payment had been processed. This happened on Dec 14, 2022. I am still trying to get my money back ($250). I was told that they'd wire transfer me instead of crediting back to my visa card (B.S).
Also, the customer service person who responds to the emails have no sense at all. They do not read your emails and repeatedly asking the same questions over and over such as send me your bill, credit card statements, etc.

People please stay away from ordering on Dufry ! Just go directly and pick up IN STORE

I paid for a bottle of whisky at Newark Terminal C Dufry and I was categorically assured that the whisky would be delivered to the gate.
I did not receive it! I gather it will be up to a week before I receive my refund.
Shocking service and grotesquely inappropriate response.

I was travelling back from Toronto and wanted to buy a bottle of Jack Daniels. I went online and ordered from Dufry who ran the duty free. They took payment immediately so I presumed my bottle would be at the airport. The staff could not find it. I spent 45 mins at the counter while they tried to locate it. I had to board by plane without the product. Ironically I got a text while on the plane to say don’t forget to pick it up. I was initially credited but then when I got back to the UK the payment had been taken again. I am having one hell of a job getting in touch with them to arrange a refund.

My wife and I have travelled in and out of your airport (Vancouver) a number of times. We do not usually shop in Duty Free. On our latest trip from Vancouver to London Heathrow we purchased a bottle of whisky.

We selected the bottle and we sent to pay for it along with some Chanel products, chocolate and aftershave. The lady asked to see our boarding passes. As we undertook the transaction I offered the boarding pass for the first leg of our journey.

She asked if we needed a bag and we said yes. We put all the goods into the paper duty free bag and boarded the plane. On arriving into Heathrow we had to go through security before taking our connection to Newcastle.

At security the whisky was taken off us and the security personnel advised that the whisky should have been put into a sealed transparent bag. I asked - how would we know this? He asked if the lady at duty free had asked if London was our final destination. I advised that she did not, in fact she was very sullen, not customer friendly at all and spoke the minimum number of words possible to complete the transaction, despite my attempt to be chatty.

The security personnel advised that this happens often and to contact the airport to seek a refund. Had the lady enquired about our travel plans she would hopefully have followed the correct procedure and offered the correct bag for the whisky.

We have sent various emails with all information including receipt, picture of item taken in security tray etc to complain and request a refund and apart from can we have some further information no refund or even an apology has landed!!!!!!

They are quite happy to take your money but not assist with any issues or even place items in the correct baggage to pass through security.

Stay clear of duty free unless you want your items confiscated and waste your money!!!!!!!!!!!!!!!

Customer service absolutely NOT!!!!!!!!!!

I have ordered items on line and had to change my flight this is 25 days before departure, I have not had any luck with customer service after several attempts by email and phone calls. The items have been marked as collected even though my order booking day is still 45 days away so I cant cancel it on line. After 20 days trying, I finally got through to customer service and the issue is resolved.
I may have been overly harsh with my review as during COVID times every company was facing challenges

Worst costumer service ever!!! I've been waiting for my money for 3 months. Due to company holidays, Dufry.ch can only be reached temporarily until August 8th, 2022!!!! It's the 12.8 today but the announcement of the company holidays is still going on!!! Get your job done today!!!

Absolutely 100% untrustworthy, I complained when I bought cucci sunglasses from Malaga airport which were sold to me as polarised but on further inspection confirmed they are not, complained as soon as I arrived back in the UK which was in March and they have been giving me the run around ever since, cut a long story short first they say the full receipt was missing some information when sending photo, then they say the barcode was missing so I sent, then after sending the receipt another three times they say they can’t read it, well it’s very clear on my phone.
I’ve just told them to forget the whole thing as they have no intention of doing anything so just wasted 208€ on something which is no good for me as I have not got good sight but polarised do seem to help me especially when driving.
Please don’t waste your time complaining to this bunch of tricksters as they will only waste your time.

I specifically asked the Dufry sales agent if I could enter Singapore with 200 cigarettes after she stopped me to ask if I was Australian. I said no British. She said that I could not take the cigarettes into Australia but that the UK was fine. I then asked about entering Singapore. She said "No problem". She promptly put a sticker on the packet in order to get her commission and I dutifully paid. At Singapore airport after clearing passport control our bags were scanned and the cigarettes were seized with the threat of a fine. Arguing that I had specifically asked was met with the unfriendly response "That is the Indonesian government, here you have to obey Singaporean law!"

The one place you think your bank card will be safe. Landed in Bali and bought goods at duty free on arrival. Later checked my account to discover my card had been skimmed. It was a brand new issue and this was the first time it had been used. Thankfully I was on the ball and noticed it pretty sharpish, locked my card and contacted my bank who cancelled it. Woke up next day to numerous failed transactions across the world. Still waiting on a reply to my email with the receipt attached with all the information regarding cashier number etc. Goodness knows how many other people were scammed. Shocking.

Bought a bottle of tequila. As I hadn't bought duty free alcohol before I assumed they knew what they were doing - however, they put my purchase in a plastic bag and sealed it with a cable tie. At Heathrow it was confiscated because it didn't meet the standards. Although they are the first shop you come to when you get past security, do not shop here. Dufry are supposed to be a respectable company but this incompetence seems to be the norm at this airport.

In 12.02.2022 I bought from Mexico City airport, Terminal 1, a Chloe perfume using my application. I was able to make this because I was travelling to Bogota, Colombia.
Arriving in Bogota I noticed, when I unsealed the perfume, that the perfume pump was already loaded with perfume (it seemed suspicious to me, because usually a new perfume requires a few presses until it can be sprayed with perfume). Then I realised that the smell of the perfume only kept a few sprays and nothing more. Later I would find that the label on the bottom of the bottle is strange (part of the writing is in one direction and another part in another direction).
All this shows me that I paid 103.5USD on a FAKE !!!
Please tell me this is not true!!!

One star is extremely generous. In October 2021 at Rhodes airport in Greece I was mis-sold some after shave balm and was told it was splash on after shave. I contacted Dufry customer service by email and this is where the saga starts. They replied after one week and emails have gone backwards and forwards for THREE MONTHS. Eventually they offered me a refund on 8th December within 10 working days. I finally received the refund on 10th January and due to exchange rates lost £10 pounds on the transaction. Incredibly bad customer service which needs seriously looking at. I will never buy from Dufry again which is a shame. Be careful. If you want to buy ok, if you want to return no way!

QUICK TO SELL IMPOSSIBLE TO RETURN A DEFECTIVE PRODUCT - DO NOT BUY
Sold defective fitbit and did not allow to return on the store, but referred to a phone line. The phone line (hard to reach) and an answering machine refers to an email for an expert to contact (if they do) to supervise the product and maybe exchange or refund. QUICK TO SELL IMPOSSIBLE TO RETURN A DEFECTIVE PRODUCT - DO NOT BUY

Non-existent customer service. Bought audio ear buds in Atlanta's Hartsfield Jackson airport at Brookstone store that cannot be charged.

Brookstone refers me to Hudson as their operator who in turn refers me to Dufry. No phone number and chat function, despite stating I am first in queue, is dead.

Fortunately I paid with a credit card and it is pending dispute and chargeback - I am trying in good faith to have the item replaced. Instead I will dispute the charge.

I paid $49 for the item, but it will cost them a bank fee to dispute. Lost product, lost revenue, gained an expense.

If only someone would be responsive to my inquiries. If walking past a Brookstone store, keep going.

Unfortunately this company deserves no stars. It is untrustworthy and customer satisfaction statements are fake, meaningless words.
I purchased 3 perfumes at red Dufry duty free at Mallorca Airport. One perfume had expired in 2018 and was unfit for purpose, the other was made in early 2019 and the shelf life was short and not what I wanted. I informed them of my dissatisfaction with the products but so far I have been largely ignored and my requests for a refund have been ignored. In fact they have been very unhelpful and are pretending not to understand that codes on bottles of perfumes can be checked for freshness. I have supplied them with pictures of the receipts and pictures of their out of date perfumes, but this has made no difference. It's a bit like 'Del boy who suddenly can't understand English'! But I reckon they are behaving in this way because regretfully, I paid these people in Euros (cash) so they think they can get away with it. Furthermore my request for a form to make an official complaint has also been ignored. All this from a company that plasters it's receipts with wild statements about customer satisfaction 100% guarantees and visuals of joined hands. Do not be deceived by this B....s...t!
Take this as a warning to fully check your purchases before leaving Mallorca Duty Free, because once you leave their country and find a problem with their goods, you will be ignored.
SHAME ON YOU DUFRY!
I WANT EVERYONE TO KNOW ABOUT YOUR DECEIT SO OTHER MEMBERS OF THE PUBLIC DO NOT BECOME A HAPLESS VICTIM LIKE ME!

Bought some alcohol souvenirs at the Los cabos airport and the bags they were in were not duty free and the tsa confiscated it at my connecting flight . That’s just me but I’m sure their are thousands of people that this has happend to

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.