Dufry Reviews 72

I ordered aftershaves & Perfumes as gifts for Christmas supposed to have been 100ml bottles, l paid £178 for them, when l eventually received the package it wasn’t bottles of perfumes and aftershaves it was tiny little tins of cream, l tried many times to contact them but to no avail, l sent emails saying l wanted a refund as it was false advertising, still nothing so l was basically scammed of £178 l had saved so l could buy my family decent presents
As a pensioner l was scammed of the money and they didn’t have the decency to reply back
Do not use this site they are Scammers

I was at the duty free store 3 at terminal two arrivals and the lady that works on the counter started arguing with me for using the tester perfumes.. she said that the testers are to be used on the paper only and not in me directly which I find very weird as I have never received such a public talking to on this subject in any other duty free or airport store that I’ve ever been. The lady was extremely rude and make me feel uncomfortable. I wanted to buy a gift set and her attitude was horrid. If that’s the first impression people get upon arrival I understand why Bulgaria gets a bad reputation…

At the so-called duty-free items at Sofia Terminal 1 are much more expensive than in the city. When asked why is that, the answer is, if not happy, don't buy!

Dima thanks for every thing you did for me

I was appalled by the so called customer service I received today at Gatwick Airport.
As I was testing one of the fragrances from the Chanel brand I was told by one of their staff to stop spraying the perfume as it was scarce and they wanted to keep it for everyone.
I often purchase the Chanel perfume when I am flying but will never do so again from the Gatwick South Terminal.
This staff member did not even seem to work for Chanel.

I appalling customer service - I was told in store I could have returned something I purchased if I needed to. Now the customer service is telling me I have to go to the same airport and return it myself within the next 60 days. Nowhere on their website they say that, nor did they tell me at the store or never would I have purchased it. Also, the customer rep was particularly hostile and unhelpful. I have returned plenty of stuff from UK to IT and he was saying to me that it's impossible to get stuff shipped back to Italy ?! What ? I even asked to speak to a manager or someone more senior as I am happy to pay for the shipment and all he told me was "read the FAQs".. nice. Very professional

Was really disappointed when I have arrived on Gatwick Airport as I had a reservation for collection but the lady have helped me and even got all the products that I have reserved thank you very much for the kindness and help.
Was a pleasure to meet and talk with Valentina.

Hi, I had a great and welcoming service experience from one of your staff named Natasia Fletcher at your duty free at the MBJ airport in Jamaica. While using your app for first time to reserved my drinks had only to realized I didn't processed my order properly, and would have lost my order and my discount. But, not to worried as luckily Natasia convinced me she could save my order with the discount. She was very concerning and convinced me she would sought it. So, thanks Natasia for such good customer care, and hope your manager give you this praise, and see the future management quality in you. Joseph

Bought some Jo Malone scent - the Tom Hardy one - as it smelt so good. Was expensive at £84 but you think it would be the best stuff. Sadly not; it lasts about an hour and my assumption it would have been parfum at that price for 50ml was very wrong - it was the weakest scent possible and only cologne. A rip off then but Dufry refunded me after I sent it back. Great customer care!

Applied twice in the last several months for positions in their stores at Ft. Lauderdale airport in Florida. I have more than enough experience but was never considered for a CSR position and no courtesy of a response one way or another. Both interviews went well. Maybe because I'm a senior... everyone else there to be interviewed a lot younger and dressed like slobs. Very disappointed 👎

Worst experience. I had booked online and got confirmation for the liquor. Later when i landed here, they said the items are out of stock and not available. Then for what the fish, they sent an email with confirmation? if that was the case, i would have bought the liquors from the depature country. Dont trust this order confirmation, you will regret.

I would like to thank Joseph Vadakketuttu for his help and excellent customer service! Thanks to him, I am also aware of the Avolta club member card/discount.

A big thank you for everything, and who knows, maybe see you again soon!

X

Sucdi Ahmed

Rebranded as Avolta. Ordered online for collection from two different airports. First one they cancelled my order ('can no longer fulfil'). Second one still pending after the day of the flight; no response to enquiry form.

I have been to so many airports but I never faced such a rude a person in my life . I noticed her ID 818678 BECAUSE THERE IS NO NAME IN IT. SHE WAS behaving so rude manner which shouldn't be sales person doing, she totally doesn't know how to give a respect to the customer ,I think she's in the wrong place hopefully her supervisor or manager could take this seriously and take some action.OR ELSE THEY WILL BE LOSING THEIR REPUTATION . I suppose to give 0 starts but the system is not allowing. For future customers if expecting respect for yourself pls avoid visiting this duty free.

Every airport experience with Dufry that I have ever had, has been frustrating in one way or another. Most recently (Heathrow) it was a long slow moving line with only one cashier, and broken self-serve machines. I'll give two stars instead of one since it's an improvement over last time (Gatwick) where they served people behind me in line, ahead of me so I left without my purchase. Avoid this place if you can and buy on High Street for probably the same price.

Wrong bottles at price of dearer ones( only found out when I got home),app buggy and unusable,points totally worthless and 95% of the time dearer than the off licence. If you are lucky to bag a bargain ,it won't be there for collection as the staff will buy it ,like what happened to me in Liverpool.

Went to the Hugo Boss store in the Airside area, Duty Free at Zurich airport, asked the assistant if it was Duty free & they said Yes, they put the receipt inside a bag & sealed it with security tape, when i arrived at my destination i noticed on the receipt that VAT had been charged, wrote to ‘customer services’ they did not care, this company is totally disreputable, overpriced & best avoided !

I collected my purchase of 2 bottles of rum and went into the washroom while washing my hands I accidentally tipped the bags they just put the bottles in . Well one bottle broke. I immediately asked the person that delivered the purchase items if there was anything that could be done since the bottle broke by accident and bad packaging. I was directed to the supervisor who did not show an ounce of care with the reply it’s not their fault and he can’t do anything for me. The other employee who delivered the packages in the first place said he should have given me a replacement cause it was an accident and once the had the broken bottle and its covered top. But to no avail the supervisor did something to easy my frustration. I walked away with consuming the lost. I will try my best in future to not shop at this duty free shop again and I hope other customers see them for who they are. It was easy for them to take my money and not package my items securely. And just imagine their slogan is “SATISFACTION GUARANTEED” what a joke

To whom it may concern. We travelled on August 4, 2024. I Purchased 2 bottles of aguardiente 1 of each red litter and green of aguardiente. Also 1 the Aguardiente Real at the Duty Free Store in Medellín, Colombia. Where it was confiscated by the TSA U.S GOVERNMENT AGENCY at the Fort Lauderdale International Airport due to date showed it was dated August 1, 2024 not August 4, 2024, which they refused to let me take it because it was more than 48 hours of purchase. Am extremely upset with the outcome. I believe the total amount was between 46 to 47 dollars, we feel we were robbed by the Duty free store due to it wasn’t our fault for the their mistake in that the receipt was dated wrong. I request a reemborstmen for the wrong date. Unfortunately, my receipt was inside the sealed bag where the liquor was in. And I can't give proof of it. But you can look at the receipts of our boarding pass with Spirit airlines flight number 974 departing at 1 am from Medellín, Colombia JOSÉ MARIA CÓRDOBA on 1 August 2024. For proof.

I feel as if I have been financially raped and violated by Dufry. Antalya airport Duty Free. Every item is priced in Euros and staff encouraging higher spend by advising of upsizing perfume choices. We selected three products totalling in excess of €300. Opted to pay by card only to find that they forcibly charged us in Turkish Lira at their rip off rate of 38 against the official rate of 42.5. We were not aware of this until we were given the receipt. An absolute massive Con !! A complete rip off !! You want paying in TL then price stock up in TL. Buyers - You have been warned !!