Dufry Anmeldelser 

Ställde en fråga ang. deras sortiment på Arlanda,hänvisades till en mejladress där ingen svarade.
Då de har ganska höga krav på sin säljande personal finner jag det vara en märklig policy att man från costumer service ignorerar kunden totalt!

Initial experience with these guys was good. But then I needed help at which point you realise their customer service support is non existent.

Keep emailing their Red by Dufry customer service with zero response. Very very poor

I’d like to leave zero stars but can’t. They lied straight to my face. Normally i would have googled my purchase to compare but no i listened to the lady in the store. I purchased José Cuervo reserved and platinum to try it. I was told you can only buy it in Mexico (lies). It’s sold at Total Wines and other numerous locations and cheaper. What a rip off. I always like to bring back tequila that is specifically only found in Mexico to try. Never again.

Such a scam, please stay away!!
I bought a Gucci Sunglasses back in March 2023 when I travelled to Vietnam. I bought them around 11pm ish so the store is closing soon, all staff is rushing to close up the store so i didn’t have time to check out the product i bought. When I landed and give them to my dad (it was a gift for him) he noticed the glasses were defected, uneven and all scratch up. He let me know right away, at this point i already look kinda bad to him, but i still defend this company maybe the employees just didnt know. So i came back after my trip early April and tried exchange for a different pairs (still within 60 days return policy), but CBSA won’t let me pass the gate because i didn’t have boarding ticket so nothing I can’t do.
On my second trip this year to the UK in late May which already passed 60 days. I brought them to Toronto duty free and they said already passed 60 days so i can bring them to Gucci and make a claim on defected product which i did, and Gucci staff told me that they wont take responsibility for this product since i got these from a third dealer, not direct from Gucci’s. So 3 months since I got this defected item and none of these parties take responsible for their product. What a waste of time and i dont know what to tell me dad now. Can’t believe this company represents Toronto, Canada and sells such low quality products, so what other traveller in the World would think of us?

Stay away from this store. I bought a tag watch and was informed that the Warrenty card would be sent to my home. I never received the Warrenty card. Good luck trying to get help after you buy from them . They work hard to get your sale but don't care after. Worst Ever.

The website says you pay when you pick up but my card was charged when I ordered. I never received a confirmation email so I never picked up my order. Now I’m trying to get my card refunded and I cannot get any answer on their email or phone. Brutal!

April 30th 2023. Since submitting the above review I discovered that the charge on my card didn’t go through as I didn’t pick up the order. So not as bad as I initially thought but still annoyed that there was no duty free at my terminal, and that I couldn’t get a quicker answer via phone or email when I realized I wasn’t going to be able to pick up my order.

This has to be the worst website and app I have ever used. It keeps crashing. It keeps trying to change the airport you have selected in your profile. It blanks the screen trying to get you to enable cookies when they are enabled. It logs you out for no reason. After about an hour I put put 4 items in my basket and it won't let you check out. I tried the link to send an email and even that doesn't't work. If you log in online the screen goes blank.

Terrible customer service! As we were leaving Cancun to go back to the United States I bought some Maui Jim sunglass at the airport. Everything seemed great as they put it in the sealed customs bag. It was busy but the were quick. Flash forward to home. I opened my sealed package and I had the wrong pair. It was a pair worth $106 less than the ones I paid for. I reached out to their customer services asking for a refund of the difference in value or I could return the glasses. No response other than the standard, “we have received your email” we will get back to you. Never have they responded. I disputed my charge hoping Citi Bank would have more luck. Citibank was no help either. Dufry just denied the claim twice and that was that. So I own a pair of Maui Jim sunglasses that I overpaid for by $106 dollars. Very disappointed in both Dufry and Citibank. Do not buy from Dufry and expect any type of help. Even if you have all receipts, emails, and pictures. Stealing!

Last trip Toronto Pearson airport they could not find my order and o ordered a few days ago and flight was delayed 8 hours so was not at airport yet so they cancelled. I re ordered at 715 am and 415pm went to pick up and could not find again and said just got order 15 minutes ago and I showed the time I ordered. The manager would not offer the 20% off as their website states. Don’t waste your time as this company is false advertising

Terrible service. Ordered for collection at Heathrow and got a confirmation email.
Order was cancelled via email few days later without any reason provided. Disgrace

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!"