Dubai Duty Free
Reviews and Complaints

At dubai air port duty free shop I bought iphone 11 pro, when I arrived the place where I live (china), it doesnt work. Those people who are working at the shop have to ask the client which country the clients are going to use it. Some one tod me for diffrent country there are diffrent versions. The model number that I bought at the dubai air port duty free shop is a2160. Now someone told me these model is only fixed to work in us. What can I do now? I bought the phone on november 22, 2019. The shop is the elctronics shop at area a, the time was dubai time around 9:50 am. They should have told me the viresion of models. I need them to change with the rite model that fit for china

[protected]@gmail.com

On the date 08/09/2019 Flight No. EK 344 Dubai to Kuala Lumpur. I bought a brand new Michel Kors Lo Connected WH CER MKT 5050 with Invoice No 6516119. What annoys me is that you sell branded products but they are not quality. It is better to buy in my country than to spend my money far away in Dubai and face difficulties if the goods are in trouble. It's not been a month use yet since it's been broken.

I had to find a time to bring the goods back to Dubai. On 30/11/2019 I was going to the Netherlands and transit in Dubai. I brought the goods to the Customer Service Center Location Concourse A Service and receaving Service Request Form Request No. [protected] received by Jocelyn Bersamin dan Checked by Darell Ranjo. At that time I had already explained to ask for a refund. My explanation is clear. I was asked to wait during the process.

After returning from the Netherlands to Kuala Lumpur by transit in Dubai on flights from Amsterdam EK 150 15/11/2019 and EK 342 16/11/2019 to Kuala Lumpur I only had two hours and forty-five minutes for me to arrange the issue with the Customer Service nearby at the C-21 gate on the next flight. I made it very clear in the email as well as an explanation for my refusal to accept the product because my wife did not want to receive it back because the product was of poor quality.

What annoys me more are the ways in which your Dubai Duty Free service not only sells products that are unqualified but also how your people are not responsible for issuing fraudulently. Don't you think it's difficult for your customers? Your Management is not professional? The time given is over 14 days. I'm going to boycott and go viral so I'll just go for the irresponsible Dubai Duty Free promotion. The attitude of the employees who are in the Customer Service is like throwing paper back.

In this case you will lose your trust especially to customers who frequently commute on Emirates flights. I will never buy anything from Dubai Duty Free again. I give you one week's notice and my money should be returned to the credit card.

With no respect.
I'm so disappointed

Rosli Bin Baba

Hi,

Myself Ashwini, and I traveled on 9th Nov from Bangalore India to Dallas USA via Dubai. I had 4hr transit and wanted to purchase gold at duty free. I walked to Duty free gold shop at terminal C and at the first gold shop I purchased a earring with the help of a very good agent. The earrings were very pretty except it had a sharp corner. Later when I was walking towards terminal B, I came across the second gold shop at terminal C. There I was assisted by Shah Zeb, a duty free customer. I saw the same earring at second gold shop but different design and I wanted to exchange the earring here as they had same earring without sharp edges. Shah Zeb wasn't so helpful in assisting me with the exchange and kept saying that I need to go to customer service at terminal C. I showed him the receipt of my purchase which was less than an hour, but still he wasn't ready to help me. He asked for my native in India and the purpose I am travelling to USA. After the conversation, he was not ready to show me any of the ornaments and asked me to walk to different gold shop. I was utterly shocked with his behavior and the way I was treated. He did not help me exchange the earring nor showed me any other ornament when I kept saying that i want to buy a necklace for my mom. I was very much disappointed and disturbed with the incident. I hope the agents would be trained well to behave well with the customers as Dubai duty free is one of the best and reputed duty free in the world. People like Shah Zeb can kill customer service and customers peaceful travel to their destination from Dubai

good day
My name is Mr Ashendran Govender .
My Contact number is South Africa [protected]
My email address is [protected]@previdaandco.com and [protected]@ebbtide-marine.co.za
I travelled on the 23.10.2019 at 10.15 on flight EK775 from Dubai to Durban . I purchase a box of Lindt chocolate as a gift only to see the expiry is on the 11/12/2019. This is disappointing indeed as the lifespan of these chocolates is ordinarily long . I bought this as a gift for December . that doses not give the box of chocolate a chance as they expire within two moths .
please see all the attached documents and if I could be reimbursed or replace with a new box .

My name is Muhammad Nasir Khan and I am Skywards member vide number [protected]. I traveled from Khartoum to Dubai on 13 October and at Dubai I purchased an I phone 11 Pro Max 256 GB midnight green and an I phone watch. The price shown for I Phone 11 Pro Max 256 GB was AED 5019 while the amount billed was AED 5899 - an extra amount of AED 880. Bill and price list depicted at shop are attached. I bought these items from B 15 area Dubai. Please clarify and credit me the balance amount taken extra - AED 880.
Regards
Muhammad Nasir Khan

Dear duty free manager,

Am sitting now in the irish village where the temp outside is around 38 and 95% of the customers are sitting inside. It is very humid night and we are all looking forward to great season on october onwards 

Tonight as we were all awaiting for the singer, the irish village assistant manager/ michelle isisted and against all customers' demands and against even human rights conditions that the singer will sing outside though no body is sitting outside. When I asked her why, she said it our policy that singer should perform outside effective ocotber! I told her it is not yet october and all your customers are sitting inside.  she relpied that it is her decesion and you can leave if you don't like it! I was shocked by the rude response and attitude towards customers from such a restaurant manager...

Regards - sufian 

Dear Customer Service team,
I purchased a golden bracelet with the above description during my connection journey via Dubai to Mauritius on 28th February 2019 and made cash payment. The bangle was the only piece at the jewelries counter with the Persian Ruby and diamond works being its unique craftswork. I bought this bangle to wear for a wedding occasion in Mauritus and during the wedding itself, one of the ruby fell off which luckily I managed to find. I did not want to get the repairs done in Mauritius being it's a unique gemstone and would not want the risk of being conned or robbed over by the local jewellers. I am meant to return to Maldives by 1st Sept 2019, please advice further process for exchange/ refund. It would really be great if another such piece is exchanged for. I also noticed that inside when the stone fell off, it's been rusted and not properly sealed and this maybe the reason the stone came off. Kindly advise at your earliest as I paid a huge amount of money for that bangle. Thank you

Hello sir im bought jawhara 24k gold in in terminal 2 on 29/06/2019 my TRN. NO. is [protected] and he told me its 24 k original gold ring which cost is 250$ but he sold me fake gold its not original so what i do now tell me please how i do exchange or return or refund this product? Otherwise I will take legal action
Please solve my problem quickly

30/04/2019

I had purchased Ballentine and Smirnoff Vodka (deal box, buy 2 and get 1 free) from the above mentioned store at duty free.
While paying for them I realised that the cashier was not sealing them as per procedure when flying to Melbourne. On inquiring he told me that there was no need as they were already packed in the boxes an so we did not have to. Taking his word for it, I proceeded from Dubai to Melbourne via Singapore.
Unfortunately, at Singapore while transitioning we were told that we could not carry them as they were and that they should have been sealed packed by the Duty Free Dubai. And so the six bottles that i had purchased to gift some of my very good friends and colleagues were confiscated and discarded right before my eyes, for no fault of mine.
I felt so cheated and disgusted at that time but then realised that mistakes do happen and probably the gentleman at the counter was oblivious of the fact and rules even after checking my boarding pass. I sure you can check that through your cameras.

Summarising the above, I would like to be compensated by a refund back into my AMEX card or send me the same package to Australia, Melbourne where I reside.

Dear reader,

My name is Luca Elesbani (EK [protected]) email address: [protected]@quakerchem.com

In April 10th 2019 I did purchase from your cosmetic department one DIOR DSK FORV 3 N INT 19 [protected], but by mistake I have been charged two pieces instead of the only one purchased and given to me, please see attached the receipt and the payment receipt of my credit card.

I kindly ask you to check with your accounting and reimburse me one piece not given.

Many thanks in advance
Kind regards
Luca Elesbani

I purchased Lenovo Yoga 510 laptop on transit terminal in Dubai Duty Free

It has been about 6 months while purchasing this item, I am experiencing trouble with the laptop, it shuts off randomly frequently and I lose my data.

I took it to the local service centre and they say that the warranty of this product is expired and moreover its not covered in India. How can it be expired within six months? and why it is not covered worldwide if its purchased from international duty free terminal? I am very disappointed that DDF do not take any responsibility for:

1) Supplying old model and faulty laptop
2) Sold with expired warranty and not updated till date upon many requests
3) Sold laptop on the international transit departure terminal laptop without international warranty
4) insists to come to Dubai for availing the DDF warranty which completely not logical
5) in the last 12 conversations every time there is a new DDF Customer Service Assistant who takes the conversation in circles and does not get a satisfactory answer.

Was at the Estee lauder counter at terminal 3, the attendant named Ms.Mina, was aggressive in her approach.

She didn't want to attend the customer, when her collegeaues informed her there is customer at her counter, she said "I already checked, with him and he is not interested", but in reality I told her that I want to check the product, but she was not interested in any explanation. I told her I will complain about you to the authorities, she told me I don't care if you complain.

Don't think this should be the attitude of a customer service representative

On 5th December 2018, my Father was in transit at Dubai Airport - from UK to Australia - as he has been on many occasions. He is a Pensioner and was in a wheelchair being pushed by a staff member. He gave a piece of paper to a staff member (name and cashier number can be supplied) which had the names of 2 perfumes (both Jean Paul Gaultier) written on. He advised the staff member that they were for 2 ladies - one of them being me. The staff member did not advise my Father that one of the perfumes was not available and instead substituted the requested one with another - a 125 ml Male Perfume! Totally dishonest and appalling behaviour! It was not realised until he arrived at my home and gave me the perfume. I immediately tried to contact Dubai Duty Free but for over 3 weeks kept receiving a message advising my email could not be submitted! Eventually I managed to find another email address and contacted them regarding this matter. I supplied a copy of the receipt and all other information requested, then spent the following 14 days getting the runaround from the staff there. These people just do NOT care. Eventually, I was advised that the staff member advised my Father that the perfume (the one for me) was not available and offered the other one, which my Father agreed to. LIES! My Father informed me that this was totally untrue. Why would he buy a large perfume which was for Males - for me, his Daughter? This was a deliberate act of dishonesty and deceipt. The receipt states that items can be returned within 6 months if unopened but these arrogant customer service people have now informed me that they can be returned only if arriving in Dubai and NOT in transit! My Father is an 83 yr old pensioner and Dubai Duty Free have literally stolen from him. I would also like to add that the prices of the perfumes in the Dubai Duty Free are far more expensive than in the normal shops in Australia! My sister lived in Dubai for over 20 years and both she and her husband worked for Emirates. I used to spend one month each year over there and loved it. Things have obviously changed, for the worse, and I would never wish to travel there again. I'm happy to pass this story (and others I have just printed off about Dubai Duty Free complaints) on to the Australian Media if I do not get a response!

Hi,
On 24th novemeber 2018 my parents where departing from dubai to mumbai by IX248 flight and it been came to know that they had purchased 2 litre liqour from dubai duty free and duty immigration some staffs of airport didnt allowed them to carry which is been come to know that 2 litre can be carried by single person..
people coming to enjoy and buying from duty free is absolutely free not weight required for buying liqour..
im attaching bill copy also.. of purchased liqour..
they said your excessing weight or esle pay 300 aed.. for what 300 aed ?
they were infomed that go back return bottle but got refund of only value added tax.. rest was waste..
which comes to know that internal cheats is been happened..
im expecting refund of rest amount also for which my parents paid...
dubai has lots of rules.. but all over international aiport i dont think for duty free rules are different...
please clear all issues and expecting refund for exclusive of vat also...
even chocaltes where also been told to put in dustbin why?
solid items cant be return also ?

Good evening.
I have purchased on 24th september on my transit to Brazil- São Paulo from Dubai Duty free (Emirates airlines) a chocolate bar brand Alprose. Today when I opened it to eat it was full of grubs and other insects! it was very disgusting!
we pay dearly believing we are buying quality products.
I look forward to seeing you soon.

My email Fernandalais.[protected]@gmail.com
Emirates Skywards EK [protected]

Good day,
I have purchased on 13th november on my transit to Thailand-phuket from Dubai Duty free a pair of sun glasses Escada SG ES 40151096C model .When i chosed it, the vendor told me was the last pair so though they looked like they were little used, i liked them very much so i bought them. Unfortunatley the glasses broke after 2 days! The screw holding the right arm gone and the sungalsses are unusable! Nobody if the optical shop we tried in Thailand were able to repair them, I strongly believe that these sunglasses were second hand sold as brand new, it is unacceptable to sell such expensive glasses in such condition, this is considered as cheating and fooling the client taking the advantage that very few clients will come back to same place to complain! Obviously people from store are using the sunglasses and put them back after few days or weeks!
I will be back to transit on 26th of november and I would like to have my sunglasses replaced by new ones or being reiumbursed or being upgraded for same value.
I hope i will get a positive answer promptly before filing a claim to Dubai airport authorithies.
Thanks in advance for your prompt reply.
Best regards.
Florentina Vladeanu

Hello,
I purchased Noisehush I9BT headphone in dubai duty free on Saturday [protected]). I paid 559 Dirham for this product. Since I paid in Indian Currency they charged me 3% more, so in total I paid 10, 502.50 INR.
The issue is the headphone in USA is costing only $69.00. PFA link for the reference https://tinyurl.com/y8zo9848

If I convert $69.00 to Dirham its only 253.44 but I end up paying 559 dirham that is almost 305.56 dirham more than the actual price of the product.

I am wondering did I get fooled by Dubai duty free. : (

Please return back the difference money to my card, Since its my hard earned money. I hope my request will be processed and I believe Dubai duty free is trustable.

Thanks and Regards

I swathi choppala, British Asian, travelled on 8 th July 2017 from Heathrow to Hyderabad ( India ) with Emirates, On the day of travel the flight was 2 hours delayed and I reached Dubai to catch the next flight in a hurry burry. I bought some duty free products ( liquor-2 bottles and 4 bags of chocolates ) in Heathrow airport, but while boarding in Dubai to Hyderabad, the crew in Dubai - flight no EK 524 at 22:00, forced all passengers to weigh the duty free products and charged as extra cabin baggage, to my surprise I never paid /fined for duty free things, could you please update what is the minimum duty free products each passenger can carry so that will not come across such unpleasant encounters in future, if not the the duty free business will be affected and passengers will not come forward to purchase them .
Thanking you .

Dear customer service executive,

I bought gold in your duty free shop at the airport in Dubai as you can see from the attached receipt.

All prices quoted for gold in Dubai as you can see from the attached screen shot is about US$ 130/- less than the $1390 you charged me for an ounce of pure gold.

Did you overcharge me by mistake or you have some other explanation?

I blindly buy at whatever price you quote trusting you and now, this faith appears to have shaken up.

If you have charged me more by mistake, please return the excess amount to the card.

A word in reply at the earliest would be highly appreciated.

yours truly,
thalav nagarajan
+[protected]
+[protected]

I purchase a box of 10 Cohiba Robusto cigars. They were sealed and I was unable to open the box. The salesman in the humidor explained to me how well they were kept at the proper humidity. These cigars cost over $400USD for 10. When I got to my destination, I excitedly opened the package to enjoy one of these fine cigars, and to my shock and dismay they were dried out and absolutely ruined. Shocking how bad of condition these cigars were in. They were almost like "knock-off" cigars, not the real thing! I contacted customer service and they requested me to email them a copy of my receipt and pictures of the product, which I did. For the last 10 days I have gone back and forth with emails, finally today I was sent an email explaining that I could arrange a representative or friend to return to Dubai with the cigars from Australia? WTF? Really? Are they kidding? Piss poor service and horrible quality. I would not shop there again. and I am out over $400 USD now.