Heinemann Duty Free & Travel Value Reviews 29

I purchased a pair of RayBan sunglasses airside and now find I am unable to have them repaired under warranty unless I return them to the shop purchased So unless I book another overseas flight in the 12 month warranty I can’t get them returned

I previously gave a low star review as my wife was overcharged at Bari duty free shop. I am pleased to say after a lot of positive communication with customer service she has been sent a full refund. The team were good at following up the error and kept in touch making sure the payment got to my bank. It did take some time but more to do with banks that the team. Good to receive such positive service.

I visited the duty-free shop in Caselle airport on March 2nd (transaction time: 12:26) and had a truly disappointing experience. Despite being the only customer at the till, the three attendants were too busy chatting about needing a coffee to acknowledge me. I stood there ignored for some time before finally asking if I could pay.
One of the attendants (a woman with long, loose black hair) abruptly turned to me, took my money, and closed the till without giving me my change. While the amount wasn’t significant, I still asked for it—especially given how rude she had been. She continued her conversation about coffee while handling my transaction, making it clear she had no interest in assisting me properly.
As I was leaving, she openly started talking about me to the other two staff members, mocking the fact that I had asked for my change. The unprofessionalism and complete lack of basic manners were shocking. What a dreadful example of customer service!

After 12 years of trusty every-day use, my Montblanc ball pen needed to be overhauled.

I called the Heinemann Montblanc Boutique at Hamburg Airport beforehand, and they confirmed that I was able to drop off my pen inside the airport for repairs, which is really convenient. After sending a fair cost estimate (They charged me very little), Heinemann had it repaired and shipped to my home address in no time. They even put it into a new Montblanc box!

While I was travelling abroad, I did not have access to my mail. Instead of sending reminders with additional fees, they send me a parcel with chocolate and a gentle reminder that it may have escaped my mind to pay my bill, which I happily paid next time I came home.

This is what I call exceptional service from a great business. New lifetime client gained! Five Stars!