Dutyfreedepot (dutyfreedepot.com) has a 2.5 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Public & Local Services and its reputation is poor. 56% of reviews are 1 star, a relatively high share; The business has replied to 15% of negative reviews. Last updated 2026-09-07.
As of now (and the last several months) they are out of business or not doing business with U.S. residents. I had ordered cigarettes for years from them with Taylor as my sales representative. He was very good. The company went through several customs issues and finally eith no resolve going forward. I did get a full refund for product ordered by not received. If anyone hears of their return to business or another reliable source please advise.
scary letter from customs. Crim. Div. UGHHH They intercepted my package and warned me of severe penalties. Fines, and prison. I will buy from store for a bit.
Total scam..They will cash your check and send you nothing...They never answer their phone or reply to e-mails
I have been waiting for replies to my inquiries about my orders with both club cigarette and duty free pro and have received no ;pgical reason why my order hasn't shipped. Terrible customer service
Taylor got me a refund in 1 day when we both realized after 21/2 months my order isn't going to be delivered. We all have to give the co. some slack until they get their act back together and are able to get orders past customs. when they do they are really legitimate.
I've done business with dutyfreedepot for a number of years, and there have been "ups and downs", but nothing bad enough to cause me to stop doing business with them. Until now. I placed an order over a month ago (in Feb, 2023), and to this day (Mar 8 2023) the order has never even been listed as having been shipped. I've written to them and gotten ZERO response. They haven't offered a refund, or even to send a substitute for what I ordered. Nothing. No response at all. So, at this point, it's not as if I'm choosing not to do business with them any further. It's that apparently, there is no business that CAN be done successfully with them any longer.
Do yourself a favor. If you do not receive your order, immediately notify your bank. They will promise to resend, then blow you off. You will not receive your purchase!
scammers, they asked all the private info and scammed me
Scammers Never received the order and never received the refund You will never get A thing
Have ordered twice now with a very good experience. They always answer the phone and my emails. When you first contact them through the website, get a direst email address for a contact person and always work directly with that person.
Do not deal with them . You will never receive anything. Will only spend your money. I ordered cigarettes, did not receive them and they did not refund my money. So I am (-$ 109) at the end.
Take your money but do not deliver. Don’t buy from them.
Never received the order and never received the refund. Since 2015 They would says a lot excuses like “ Replacement packages have been already sent as follows” lies they will not send you anything. Not matter how many time you sent this scums a email to sent you your refund.
Order placed in the 3rd week of October for a product they didn’t have but they took my money. They called several weeks later to make a deal on something I didn’t want. Now fast forward 3 months I’ve yet to get my money back and they have blocked communication on their site. If this is the sort of service you want then you’re at the right place no matter how many shipments succeeded some were not without a issue. Customer service is a joke and they said I’d get my money back in two weeks. It has been two weeks. No money.
I cannot believe how poor the service this place has some of the worst I've ever seen set money over 3 months ago talk to the guy(calls himself taylor) 45days later guy tells me Cigarets were taken confiscated. He never told me that happen on the 18th. I called him on the 2nd of the next month so he let me wait 16 days not to tell me they're taken why would he tells me he'll give me a refund never does tham tells me I'll send Cigarets never does. tells me today you want me to send the cigarets worse worse Internet service I've ever seen just my personal experience I buy things all the time this customer service just does not care.highly recommend you never go to them I still haven't got my money back guy had the nerve to tell me today if I want him to send the cigarets again. Now wondering why he hadn't done it 50 days earlier. He did say he must have been confused I guess he thought i didn't want my money back or the cigarets. Won't give me the number to the billing people says thiers lot of problem thier (I BET!!). You know what he was fantastic at after I placed my order he immediately E mailed I think even called me said I need your copy of your ID make sure this isn't fraud fraud there whole operations is thethe biggest fraud I've ever seen they just take people's money just don't care horrible horrible customer service somehow we gotta get these people off the internet we don't need them messing with other people habits and stealing people money. this guy's a dirtbag. Love this company to ask me to give them all his emails .
SAD TO SAY THE INITIAL CONTACT IN EARLY JUNE, WAS ENCOURAGING AND PLEASANT BUT SO SUCH LUCK WITH ORDERS. AFTER ORDERING, I WAITED 3 MONTHS FOR MY ORDER. FINALLY RECEIVED PARTIAL ORDER, WAS VERY DISAPPOINTED WITH PRODUCT. PLEASE FIND A DIFFERENT SOURCE COMPANY IS NOT WORTH DEALING WITH
I just got ripped off from smokersunit.com Where is it safe to buy online cigs??!!!
Duty Free Depot completely sucks! don’t buy from them!! I ordered cigarettes on July 2019. On Jan 2020 after chasing them for several months I decided to give up and asked them to refund my money and they only refunded partially even though I proved I did not get their packages.
It used to be a great company but recently Dutyfreedepot will not resend your order if part of an order is lost in the mail. Dutyfreedepot even deleted the order from my order history on their website. Ordered multiple cartons that were divided up with three tracking numbers. only one order was recieved. I even provided the company with all three tracking numbers in an email as proof and nothing was done, In the email they stated the full order had been recieved. Only 1 of the 3 packages had been recieved. The other two were undelivered. Recieved no refund or no replacement and company refused too.
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