Dufry Anmeldelser 

What a great experience we had today at George Best Airport in the duty free shop, we had the pleasure of being served by Shirley, so friendly & helpful, she also recommended the Jameson Triple Triple TRX 40 whisky, we also had a lovely chat about Belfast and places to visit on our next trip here, what a lovely lady and also very professional.
Also a mention to Kay Kay T who served me on cosmetics, wonderful service, thank you to both for a lovely shopping experience.

Very disappointing after-sales service.
I have been a loyal Avolta/Dufry customer for many years. I recently bought a €150 Estée Lauder Glimmer perfume at Milan Malpensa Airport.
After only a few sprays, it caused strong nasal irritation and headache. I contacted customer service immediately, provided the receipt and photos, and simply asked whether an exchange or return could be considered.
Instead of helping with my recent purchase, I was told to contact the manufacturer. I was not claiming the perfume was defective — I was simply asking for basic after-sales support.
When you have been a loyal customer of a company for years, you naturally expect them to take your concerns seriously and try to help when you are unhappy with a purchase. In my opinion, that is the minimum level of customer care a long-term customer should receive.
What is most disappointing is not only the product, but the lack of customer care. When you no longer feel valued as a loyal customer, it genuinely makes you question whether you want to continue shopping with that company in the future.
Very disappointing experience.

Avolta (operating as World Duty Free) has now emailed me three separate times asking for the exact same information regarding a simple refund for a £35 Sekonda watch.

It is completely incompetent. Instead of actually reading their own email history or processing a straightforward refund, they just keep sending automated requests to drag the process out. For a company of this size, customer support this lazy and disorganized is unacceptable. Sort it out and process my refund.

**★☆☆☆☆**

Very disappointing customer service at **Avolta Shop 20 (Duty Free) in Sofia Airport Terminal 2**.

Due to a problem with their payment system, my card was charged, but the staff claimed the payment was not visible in their system. Even after I showed proof that the money had already been deducted from my bank account, they refused to hand over the product or resolve the issue. Because I was about to miss my flight, I was forced to pay a second time.

Technical issues can happen, but the way the staff handled the situation was unprofessional and showed no willingness to help. Customers should not have to bear the consequences of a store's system failure.

I hope Avolta improves both its customer service and its procedures for handling payment issues.

Terrible company to get problems sorted ended up in chat with club avolta who asked for bank statements pictures of receipts which clearly shows item missing. They have order details on account yet now taking 5 days to look into by time its sorted they will have had my money 3 weeks will not use again absolute con.

WARNING FOR TOURISTS WITH CHILDREN! Aggressive staff and extortion at Avolta Duty Free Burgas !On 22nd July, during a heavily delayed flight to Warsaw, my family fell victim to an unacceptable extortion scheme by the staff at the Avolta Walkthrough Duty Free shop.My young children were looking at Victoria's Secret fragrance mists. Most products on the shelves were unsealed, without any protective foil, and half-empty. The staff aggressively cornered us, accusing the children of spraying half the bottle, which is physically and logically impossible (it would require 400 sprays and suffocate the store).Under the intense psychological pressure of our flight boarding, they forced us to pay 17.50 EUR for a used, half-empty product. Another mother traveling with us was targeted in the exact same way. The staff categorically refused to check the CCTV security cameras to prove our innocence. To make matters worse, we left the bottles at the cash desk for a moment, and when the manager arrived, the original bottles were gone! The sales assistant brought back completely different, slightly fuller bottles to trick us. Fortunately, I had already taken photos, so their scam failed!

Special mention and thanks to Kerry Warren in Perth terminal 1. I forgot to pick up my duty free and went through immigration. Border security were as helpful as a hole in the head. Emailed Kerry and quick smart she went to work and got my duty free to me. She personally handed it to me in the arrivals pick up area. Absolute legend.

Avoid like the plague. They gave us the wrong items and are an absolute nightmare to deal with. 3 day wait for a reply and ask for more and more information. They have order numbers and every detail under the sun and still they’re asking for card details. Seems a con.

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