World Duty Free UK Anmeldelser 

I feel scammed

Bought a watch that fell apart shortly after purchase, and dealing with World Duty Free's online customer service team has been an absolute nightmare. Instead of processing a straightforward refund for a defective product, they drag you through an endless automated loop, demanding unnecessary personal banking details or forcing you through sketchy third-party verification links just to hold onto your money.

For a massive multi-national airport retailer operating under Avolta, their customer support is completely incompetent, lazy, and entirely unconcerned with basic consumer rights. Save yourself the headache and buy elsewhere—absolute garbage products backed by zero meaningful support.

LaRochePosey representatives lacked in organizing their products and miss-labelled their own items. There were red labels advertising 3 items for the price of 2* - *cheapest item free.

They did not honor them even though they admitted incorrect labeling placement so I left without my purchases.

This is extremely misleading with advertisements.

LaRochePosey - is this how you have trained the people who are the “face” of your products?

Andrea on duty at Aberdeen airport Sunday 23 August, so polite, helpful and friendly. Totally knew the products and guided me to use online order and collect at LHR. Easy to use service, thank you so much Andrea .

I had a really pleasant experience at the Duty Free till in Heathrow Terminal 4. The young lady serving me was extremely kind, friendly, polite and helpful. She made the whole experience feel welcoming and professional.
Her attitude and customer service were outstanding, and she is a real credit to the team. I genuinely feel she deserves recognition for her excellent work and would be very happy to see her rewarded or considered for promotion. Thank you for such wonderful service! ⭐️

Her name is Clarissa Luis if I’m not wrong so thank you darling cheers.

Collin Mascarenhas

I was assisted by Reezwana -Dior sunglasses section and Diya-AX - perfume section (parfums de Marly) at the LHR duty free. Both ladies were very pleasant and patient and even helped me get a 10% discount by signing up for the avolta rewards program. Overall impressed by the service and the products!

I was particularly helped by a lovely lady called Shipona Akthar in the dior area, she helped me find some Dior fragrances to buy in the future despite not intending to buy anything here, she made me feel comfortable talking as much as I do with adhd, I wish her the best and she is the standard all employees should be at :)

I am writing to lodge a formal complaint regarding the extremely impolite and unprofessional service I received from a member of your staff at your Heathrow Terminal 2 Arrivals shop.
Staff Member Name: Madi
Location: Heathrow Terminal 2 Arrivals Date & Time: 10/08/2026 at 20:52 Transaction / Till No: Trans 1422 / Till 0001Item Purchased: Kraken Black Spiced Rum. There were no other customers in line when I approached the desk, yet the employee, Madi, was actively on her mobile phone. When I asked a polite question about whether the bottle of rum was discounted, she completely ignored me and refused to answer. As soon as the transaction finished, she immediately went back to using her mobile phone. Furthermore, because she was entirely distracted by her phone and not looking at me, she completely forgot to provide me with a carrier bag for my purchase.This distracted, rude, and dismissive behavior falls far below the standard expected at an international airport retail outlet. I request that this complaint be forwarded to the Terminal 2 Retail Operations Manager so this employee can be spoken to regarding basic professionalism and your company's mobile phone policy while on duty.
Kind regards,
Jostin

I wanted to take a moment to write a review of the service myself, daughter and sister just recieved at duty free terminal 3.
My sister forgot her lipstick!!!!
We were looking at the available options when there is no boots chemist terminal 3.

We spotted Nazillah and asked for her help.
She dedicated time, showed us many options, gave us advice.
Was very friendly, informative and helpful.
We ended up buying two benefit lipsticks.
If we would have had more time before the flight Nazillah would have taken us back to the earlier duty free for another option.
She was so nice and a credit to your service.
Thank you.

Was very helpful whilst picking the aftershave was good all round service from Chantel highly recommended

World Duty Free and Dufry are operated by a Swiss based company. It is very rare to find Swiss Villiger cigars in their shops as they obviously don’t attract the same profit margins as Havanas. I have found the Villigers only once in several of their airport outlets and that was at East Midlands. Guess what….. same price as Morrisons at £22 for 5. In the street shops in Portugal they are £6.50 for 5 as they are in Malta duty free.
Duty free nowadays depends on the retailers profit margins!

Sonal at Gatwick Airport Duty Free provided truly outstanding customer service and made our family’s visit unforgettable. From the moment we met, Sonal was warm, friendly, and incredibly helpful, going above and beyond to ensure we found everything we needed. Nothing was too much trouble, and the genuine care and kindness shown made us feel valued and welcomed. Sonal’s positive attitude, patience, and attention to detail turned a simple shopping trip into a magical experience for our family. It’s rare to receive such exceptional service, and we are so grateful. Gatwick Airport Duty Free is lucky to have such a wonderful member of staff.

Mi suegra compró un colonia y ha venido rota y vacía en una tienda de Londres. Son unos sin vergüenza 🤬🤬🤬

@sparky: Hi. Can you answer this. When at faro airport duty free, when my friend was buying a carton of lambert and butler cigarettes, why did the girl at checkout, take them and change them to a 200 pack of lambert and butler just wrapped in celephane . No cardboard carton. She couldn’t even smoke them. There was hard lumps off tobacco all though most them, and so strong. They were definitely not proper duty free cigarettes. They were like the ones you buy in Portugal's cheap tobacco shops. Or Turkey ones. . Is there a reason why they were changed by the girl at the till????

I visited World Duty Free at Terminal 5 at Heathrow Airport and Joanna Moody at Jo Malone which exceptionally knowledgeable and very helpful when helping me select perfumes in the department. It’s always a delight to receive such great service.

Always a delight to see Joanna Moody at Jo Malone.

Always greeted with a smile, excellent service :)

Thank you

Ordered online doesn't state any where you will need the email just passport and boarding pass.bit of a joke tbh

I had a wonderful experience in the Elemis area on Friday, April 17. It was a little after 12 PM, I found some beautiful fragrances on sale. As I was checking out the young lady Jacinsu ( she was so beautiful) offered me a free facial. I took her up on her offer. She used the rose fragrance cleanser, moisturizer & a wonderful lesson on keeping my skin healthy. Thanks for being so kind & keep up your positive energy.

AVOID, AVOID, AVOID!

Having ordered goods online for collection on arrival at Heathrow Termibal 3, I was told by the duty free shop that I needed to collect from the excess baggage counter in the main terminal. I went to the baggage area and was advised that I should have been sent a 4 digit code for collection - I had not been sent one. They then checked and had no orders in my name. I raised this with customer services who advised that I should have collected it in the world duty free shop - where I had initially gone. The purchase was a present for the person who’d looked after my dogs. Really annoying and would not use again.

Most airports have a duty free sales area on arrival, usually after passport control and before baggage collection. Makes a lot of sense, right. No carrying heavy litre bottles onto planes, maybe forgetting them in the overhead locker. LHR have a different system. They have a shop after the baggage carousels just before exiting into the arrivals hall which will sell a very limited choice of chocolate and alcohol, only this is not duty free, no matter what the 10p plastic bag states (which you only find was not "gifted" but was charged when you read the receipt), or the branded sales area sign "World Duty Free". That's when you realise the bottles are not litres but typical supermarket 70cl bottles and you just paid 30% more than your local Tescos, Sainsbury's, Lidl, Aldi, Asda, Waitrose or Morrisons.
It feels like a duty free but it's a duty paid retailer with an additional levy for the high rents of an airport retail area. After a long haul, it's easy to get suckered in for that forgotten gift but do yourself a favour, shop local, save money, and take your own bag!