Dufry America

A large scale multi national corporation with a lot of employees

Nothing but problems when I tried to return perfume to San Juan duty free. They are unprofessional and stall at all cost. I am still trying to return the perfume but I can’t even get through to any number listed. They have a monopoly on the shops in most airports and make it impossible to return an unwanted item.

Quick receiving, fast service truck. Good people.

The tax savings are not worth the complete lack of customer support. I purchased a watch on a cruise that turned out to be defective. Since I did not have access to a Dufry store, I contacted the Dufry office and brought the watch to the office. They accepted the watch and said a check would be sent to the following week. After a couple weeks, I contacted the office to find out if my check had been sent. No response. For 2 months, I left voicemails and emails for the person who accepted the return, the accounting person, and the receptionist, and no one returned any of my calls or emails, even though they already had the watch in their possession but had not refunded my money. It wasn’t until I ran down someone in the Global Dufry office that they finally mailed me my check, 2 months after I brought them the watch. It is completely unacceptable customer support for such expensive items they sell.

Shopped through Dufry on the Norwegian Bliss and bought a watch. They falsely advertise their price match guarantee. I have been contacting them for two months to get a refund processed, and after promising a partial refund and providing my sensitive bank information for a wire transfer, they changed their mind and said I have to return my unused watch if I want any type of refund. Their unethical business practices are not worth the headache!