Dufry Reviews 72

Just experienced the total lack of customer care from this company.
I was incorrectly charged in Sterling despite stating that I wanted to pay in Euros.
Dufry have absolutely refused and advised me to return to the Canary Islands to correct the matter!
Deliberately unhelpful and I now have no option but to dispute the transaction with my card provider.
I will do all I possibly can to avoid this company in the future.

Business Club is possibly the worst Business class lounge in the world - very little choices of food and drinks - too few seats for the amount of people visiting

Lufthansa seriously needs to look at replacing Dufry as their representatives

I purchased a Jamaica sweatshirt from your store in Sangster Airport Jamaica yesterday. Unfortunately, I misplaced the receipt but it is blue and manufacturer is "Around the World". It was $50.00. Upon opening the packaging on the plane, I tried to put the sweatshirt on and noticed that the garment is so poorly made, it doesn't even completely fit over my arms? For $50 I was expecting at least a sweatshirt that was wearable. I now know why these sweatshirts were packaged so tightly. A red flag should have been the markings on the package which showed size XXL but ALSO showed size LARGE. The sales clerk told me to ignore the LARGE. I always assumed duty free DUFRY products were quality. That is no longer my opinion. There is clearly no quality control in place for the inferior items they peddle.

I bought some cigars at Dufry Sao Paulo Airport Brazil. £110 paid. They are not fit for purpose. 80% so far have burned unevenly. I've requested a refund. They have obviously been poorly manufactured.

Experience so far not good. First contact with Dufry resulted in an email asking me to use a different email address. Not quite sure why my email could not have been forwarded by their operative on my behalf?

I duly forwarded the email myself with photos of the half burnt cigars and a copy of my receipt. The reply came back with a case number 112115 asking me to forward my receipt. What? Already done guys!! But sent to you again. Twice now.

Also Dufry requested that if possible could I return the goods in person to the outlet in Sao Paulo Airport. What? Sure guys. Unfortunately you've not sent me a return ticket as yet. But I'm happy to return a box of half burnt cigar butts to you in November 2024 if you can guarantee me a no quibble replacement of my goods should I live that long.

There was also a suggestion that, if I was unable to return the goods to Sao Paulo, my email would be forwarded to analysis. Uh! What does that mean?

I imagine that this company is global and has huge assets to soak up a refund of £110. However at the moment they are using delaying tactics and making unnecessary demands of me to procure a replacement or refund. I'll be keeping my photographic, video and physical evidence should a refund not be forthcoming.

Hopefully I'll be able to forward a positive updated review if Dufry get their act together.

Review update.

Well have been able to give dufry their first 4 star rating. Heard from the company in Brazil today requesting my iban and swit information in order to recompense me.
Next a 5 star rating when the money lands in my account. Given the amount of negative reviews of this company and general dissatisfaction it is good to report something positive ..... albeit a complicated roundabout procedure

2nd review update.

Well done Dufry. My refund has landed in my account. Congratulations on your first 5 star review.

Ordered items to collect. Items were ready for me but 10% discount wasn't applied.

Terrible website

Impossible to navigate

I have tried to order scotch in different countries (South Africa, Spain) and nothing is working

Waste of time

I used click collect to make order at Sofia airport.I ve got mail with orders number,but nobody confirm my order.So,I email them and got reply that order will wait for me.Can guess, at Sofia duty free no order waiting for me.They never heard about click&collect option,they didn t ask me about my order number.In a meantime my ordered perfume was sold,so I was so frustrated.They don t care about customers,site is bad and you can t make your purchase from home.Just waisted my time and nerves.

Made an online purchase for pick up at YYZ. Emailed to cancel order, response was they don’t have access to online orders and one must do it online. Went online after logging in and there is no way to cancel. Visited counter on day of pick up to cancel and they stated no problem. I didn’t pick up the order and was charged for it. Emailed customer service many times with only them avoiding all accountability. Made a claim with visa. Do not use Dufry/Toronto duty free online. Not worth the extra 20% off for this headache.

Liverpool Airport recent visit. Reserve & Collect? Let's rename it 'Try and Reserve as the website keeps crashing & order wont be at the Collect area despite getting email Confirmation' . Total waste of time, even agent at the counter said it was rubbish and they always have problems.

Hi, Erak-Lojpur Raela, thank you so much for all the help you provided at the duty free shop in Zurich. We Appreciate your kindness and ofcourse your colleagues at the store as well. It was a nice experience. Thanks a lot, hope to you meet you all again. Best wishes, Ganesh

I will purchase from this company again.
In Lax i made a purchase through the self check out. There was nobody in line behind me and I am quick. The very rude clerk stepped in front of me and started pressing buttons to complete purchase. She charged an extra donation i did not agree to. It was only 97 cents but it was the principal. I was in Self Checkout and did not agree to this charge.
I contacted Dufry. They refunded charge but instead of credit to my debit card they wired it to my account. It is ridiculous to place a wire for 97 cents. In turn my bank charged $20 to receive wire and added $36 overdraw fee because it is not an account I use and did not have funds in it. So the 97 cent refund cost me $56.
Now on the return trip I purchased a liter of liquor. The clerk sealed it in a bag but did not enclose receipt in bag. Returning through customs the security would not allow me to bring it because receipt enclosed in bag. So I had bag searched because they treated it like I was smuggling bottle.
Dufry is absolutely a ridiculous company. Do not buy from them.

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