World Duty Free UK Reviews 115

Rowshon is so helpful and I think she’s the best on what she’s doing
Good customer care and best experience.

I was served today, 4/7/25, at The duty-free Heathrow terminal 3 by a lady called Manjit at 17.41, her attitude was rude and unprofessional. On getting to the Chanel counter, no one was there, so I looked at the product that looked like a Chanel No. 5 ( favourite perfume) sliding off the paper sleeve (not the sellophane). She appeared from nowhere with the words “you should not do that” in a rude and sharp voice. I told her that was not helpful and rude that I have worked in retail in the past and not what is expected of an employee, she first blame it on tiredness and when I said it wasn't good enough an excuse, she continued to try to educate me telling me how she has worked many years from age of 16 and that she was 60 years. She does need training in customer care. “Manjit, the customer is the heart of a business” Stop making excuses for rudeness!

AJAYI is amazing, helpful and knowledgeable, he introduced me to a new Tom Ford fragrance
After the awful slow process of security you reach WDF and AJ just makes you smile 😊

I purchased a pair of sunglasses from the Duty Free Shop in Cardiff Airport. They were a bad design and I contacted Gucci who made the glasses and they refused to do anything about it.
I contacted World Duty Free Customer Service and they were absolutely amazing. At first they thought they were out of warranty, but the lady I spoke to, Jag, rang me back the following day to say that they were in warranty, so I was able to make a claim. She was so helpful and polite, nothing was too much trouble. She talked me through the return process and said they would be in touch as soon as they received the glasses. I sent them back recorded delivery and I had an email the next day, saying they had received them and they would refund the cost.
A few days later, the purchase price of the glasses, plus the cost of the postage was back on my credit card.
What an amazing service ! I can’t thank you all enough.
Keep up the exceptional good work !

Rowshon at world duty free Heathrow terminal 4 was amazing. Very friendly and amazing service. Service with a smile is not an easy thing to find now a days but she has it all.Can not recommend enough.

The best thing about WDF was their helpful and friendly staff member Uzma M. Uzma exceeded expectations with assistance on purchasing souvenirs to pointing the way to my gate and reclining chairs. Without Uzma I would have departed without making a purchase. WDF sales and ratings can only go up with great role model staff members like her!

Pre ordered via Avolta, and it was not available when I turned up! Roselen Dove was very helpful and went out of her way to make sure I got my products

I got some cig from Rowshon in Heathrow Terminal 4 in Transfer
,she is so kind and very professional ,very good experience.Definitely will come back again. I received world class customer service.

Purchased 200 Marlboro Red cigarettes for a friend, from WDF Stansted on 23 Feb 25. As a non-smoker, i had no idea of the cost. WDF charged me €87. The friend refused to buy them from me, and told me i'd been 'overcharged' (to put it mildly) at that price, and that they were much cheaper at almost every other Duty Free airport or country worldwide. Take my advice - don't buy Duty Free cigarettes at WDF Stansted, to avoid gross overcharging.

Complete SCAM! I bought a Issey Miyake parfume 100ml for £80.80 at Heathrow airport, I was told this price had a discount on it, I just found the same bottle for £54 on amazon!! Complete Scam. I'm doing a chargeback

I have just tried to pre-order zero alcohol gin as I have done previously for collection pre-flight. It seems that this option is no longer available which is very irritating and unfair to those of us who cannot drink alcohol on holiday.

Christabel,she served me on self scan on 21 February 2025 she was a African lady who was not professional at all. She was talking to her fellow colleagues saying how horrible her job is in 2 other stores at Birmingham airport. She did not seem happy a very miserable and not happy to help me rudely pointing fingers. My point as a costumer is I fly quite a lot from Birmingham airport every time I travel with BHX her behaviour gets more worse and non professional. I am surprised how world duty free has employed someone like her who hates her job. I could have been a mystery customer. I am very disappointed on every visit. I hope my message will get through to the right person. Thanks.

My husband had eye surgery a few months ago and decided to treat himself to a new pair of sunglasses at Newcastle Airport duty free. Katherine Bentley helped him to choose. He was very picky but Katherine was very patient and knowledgeable and he found the perfect pair. Thanks Katherine *****

Hi ! I was in the London Gatwick airport. and had some chocolate, drinks from duty free. My bags were with me and I was rushing . Unfortunately I didn’t see some lady was waiting on the queue. Because there was lots of counter empty . I was gonna pass but there was lady stopped to me and I was happy with this . But lady was not nice who is working there . I think she said you can’t pass the queue , this is England .i didn’t understand why you say like that things to your customers instead of been nice .
I like to share with you .

Thanks

Visited world duty free event at Birmingham NEC.
Completely waste of time.
Nothing like the pictures and advertisements.
It was just tables laid out in the middle of a hall , like a warehouse with creates of perfumes in boxes.
Prices were more expensive than normal supermarket.
Had a look at a few perfumes and Google Boots website at the same time snd perfumes were cheaper with boots.
Disappointed I payed £18.95 for parking at NEC for visiting this event , that I only spent 30mins.
Would I go again - NO
Would I recommend-NO

World Duty Free has the best customer service I have ever come across. My parcel to them ( a return) was being held up by the courier company. World Duty Free- in particular Dave Shead, a person who does not know me, voluntarily contacted the courier company to determine what was happening. Not only that, he arranged a full refund to me without any guarantee that the parcel would ever arrive to him!! Absolutely outstanding service. I cannot recommend them highly enough.

What a rip off price of alcohol is cheaper in supermarkets

I had exceptional service today by a very knowledgeable young Lady Katie. There was a great range of products and she couldn’t do enough for me. I would recommend this shop and will be using it again when I next travel.

Dear Sir/Madam,
I am writing to you regarding a purchase I made in London Airport.
My heart is bleeding, that how I feel. I am angry and frustrated.
Today I purchased an a hourglass eye shadow stick. I decided that I deserve something nice as I don’t usually purchase that cosmetics. It’s too expensive for me and I wanted to treat myself.
Now, while flying, I opened the package to find out that this has been totally damaged and probably the staff knew that, but they hoped whoever purchased to don’t oped it and checked.
And yea they sold this to me, naively I have never checked it.
I am extremely disappointed! I had a connection flight in London to Bulgaria. I was flying from Edinburgh today. I am not having any planned trips to return to London as my return flight is a direct flight to Edinburgh.
I want either full refund, either replacement of my item as this is not acceptable.
Look forward to hearing from you.
Attached images.
Thanks,
Desislava Rusekova