World Duty Free UK Reviews 

I don't often leave reviews, but after an exceptional experience this morning at the Heathrow T5 Chanel Counter I was compelled to make an exception. I was looked after by Anna, who took considerable care and patience answering my questions, introducing me to products and recommending tailored solutions based on my skin type. She was incredibly kind and knowledgeable. The stand was beautifully presented with wonderful products. I left with a few that I am so excited to use, feeling re-energised and that I had learnt so much. I will definitely be returning to Chanel in the future. I only wish that Anna was in my local store!! Thank you so much

Great experience with Donna from Estee lauder at Stansted airport. She was very patient with me despite me being in a rush. Kind, professional and attentive customer service

If I could rate it lower I would,

I was smelling samples of Hugo boss as a gift for Christmas taking my time and a man in his late 30s comes over and without asking me if I wanted help or anything starts bombarding me with scents while being very abrasive and just wanting me to buy something expensive as fast as possible and get out of the shop no doubt for commission he’ll earn, after he sprayed me directly for the second time and the leather jacket I was holding (I’m here to smell them not become a walking air freshener) I told him I’d have enough and left. Worst customer service I’ve ever experienced and fat chance I’ll ever go back into the Heathrow Terminal 5 shop or any of them if this is how they operate. According to reviews I’ve read it’s a widespread norm.

Recently went to World Duty Free at Heathrow and was amazed at how it had changed ( have been abroad for several years so not visited for a while).
Staff stood chatting and when approached about certain items did not know their products.Finally found what I was looking for myself then faced with a self service till,ok a member of staff assisted me.Only to keep on chatting to his colleagues all 4 of them whilst processing my purchase.Would not accept my World Points Card simply did not recognise it! So lost out on points.I will be contacting World Duty Free to see if I can get my points added.All in all it was a very disappointing experience and did not make me feel like spending money there.Compared to overseas duty free in Asia which make the customer feel wanted and focus on the sales Heathrow Duty Free is somewhere I will avoid from now on.

I had a wonderful experience provided by beauty therapist Maria T. at the Guerlain counter. Very knowledgeable of products and correct techniques to work with them, bought two straight away. Fab experience!

Heathrow Terminal 5 on 05/09/2023 at 9.53 am. I went to the Armani counter with the express intention of buying Acqua Di Gio for woman which I used to wear and loved. The really pushy and patronising male assistant told me it’s not nearly as good as Si. I tried both, still loved Acqua Di Gio. I felt very tired after a 3 am start and have wheelchair passenger assistance. Somehow I allowed myself to be talked into getting Si even though after only a few minutes of trying it on I hadn’t had time to let it settle on my skin. I was charged £102.70 which is dearer than online prices. I regretted my purchase before boarding as it didn’t smell good by then but couldn’t get back to change it. I’ll be pursuing this for a refund or exchange.

I don't normally write reviews but do read them however after reading the negative reviews regarding their customer service I feel I should share my experience after purchasing a bottle of perfume from World Duty Free at Heathrow terminal 2 on the 7th June 2023. When I came to use the perfume on the first night of my holiday I was disappointed to find the perfume had a stale off smell so the following day I contact WDF via the e mail address on the back of the receipt and reported the issue with them and enquired how to return the perfume
I expected the reply to take a few days but was surprised to get a reply back in just over an hour. The reply contained an apology, a return form and instructions for returning the perfume on my return to the UK.
When I got home 2 weeks later the perfume was packaged up as per instructions and taken to the post office where unfortunatly I was informed that they could not send the perfume because it was no longer in the original packaging, it was in its original box but opened and they do not transport perfume which has been opened.
The e mail also gave the option of sending via courier but on checking on line the majority of courier companies do not transport perfume either.
I contacted WDF customer services again and explained my situation and asked if they could recommend a courier company who could return the opened perfume.
At this point I looked at the reviews for WDF on this site and I must admit my heart sank and i was convinced I was going to get stuck with the pefume however to my surprise i got a reply back in under an hour informing me on this occassion they were refunding the full amount for the fragrance without its return and 3 days later the refund was in my account.
I can only state my experience with WDF customer services has been excellent and I would certainly have no hestitation in purchasing from them again.

Absolutely terrible i pre ordered online never received confirmation so I just tried to buy at Glasgow Airport Duty-free when I got to checkout I was told they don't except cash unbelievable 🙃 card only when I enquired why all I was told was hav a lovely flight terrible service Duty-free should advertise that it is cash only

world duty free euro tunnel, be warned they dont accept cash as far as i know this is still legal tender in this country .

Ordered alcohol and perfume to collect on 11th April at Heathrow terminal 5 during a flight transfer. Should have been an easy experience where the items should have been ready for collection and I expected to be there for 5 minutes at most. When I tried to collect I was informed that the items had been put back onto the shelves and I needed to select them. When I went to pay all the items were more expensive than when I ordered them online. After more than 20 minutes I left the store with all my items which had to be manually reduced at the till. Almost missed my connection as a result. Very stressful experience and would think twice about using this service again.

My name is marcus , i was dealing with a problem just about 20 minutes ago in the self check outs and your employee Gurveen Arora from i believe the agency blackjack promotions was amazing , very kind very professional, overall do believe it is by far the best customer service i have ever received :)

GATWICK
I had to get a pair of sunglasses and wanted to use the opportunity of getting 20% off for staff I had limited time and looked for a member of staff TRACEE was there with a smile, she helped me navigate All your great Sunglasses but I managed to pick a lovely pair Ted Baker
She was wonderful helpful and knowledgeable
Please say thank you once again
Ideal person for this job 5star

I was leaving Brisbane Airport, and purchased a bottle of wine at the duty free airport, however, i wasnt told to put it in a ziplock bag for Singapore, long story short.
the bottle was confiscated at Singapore, i then came home and emailed to Brisbane duty free shop, an amazing team assisted me in getting my refund.
Thank you to Monique Smith,and a helpful lady by the name of Niro.
thank you for making my experience stressfree, you all amazing for what you do.

Heathrow Terminal 2. Bought some UK gin at a reasonable price compared to US price. Unfortunately, they charged in US dollars with a 3% markup - no one mentioned that it was going to be charged in US dollars and not GB pounds. Rip off scheme. Make sure you are charged in UK pounds as your credit card will save you a 3% markup.

At Heathrow airport T4, i picked up a bottle of Rum to purchase on my way to Qatar. At the checkout, one of the employees told me that it was the same price at Doha Airport. What a mistake it was to listen to this lazy so and so. payed a lot more than at Heathrow for the same product.

I don’t like to write negative reviews as I’m often the one who sees the good in people and how situations can take a turn based on individual’s personality etc, however as I can see from many negative reviews on this thread, perhaps someone will review and make some healthy changes. My Husband and I bought some items in your duty free store as a special Christmas pre holiday treat. One of the members of staff - from Tom Ford kindly advised me of the 20% discount offer & she mentioned that if we bought the perfume now we could get 20% off the rest of our purchases.
I would like to point out that she was super lovely, as was the Chanel lady. Absolute credit to the store. However, unfortunately our experience went downhill from there on in.
After our purchases, and being mindful of time: boarding etc as we were leaving , we realised that we had forgotten our Daughter’s perfume she had wanted , so we headed back into the store shortly after our purchase to seek assistance thinking we would receive the same customer service as before and see if we could reapply the discount.
We are very sad to report that The staff would not help at all, not even to try and find a way to work around this offer. I know it is possible as we travel extensively and have seen it happened to other customers - with much more helpful staff I might add. I then stupidly in hindsight said ok, I’ll return my Tom Ford perfume for a refund and repurchase in the hope we can get an additional 20% voucher, I was told that you can only get this voucher once in one day. I fail to understand why this is the case for 4 members of my family as we have all benefited individually from a voucher in the past. After leaving and really wanting my Christmas presents I asked my Husband to return and repurchase my perfume and my daughters, both equating to £258 (we had already spent £350 plus, by now) but to my dismay my husband came out of the store to inform me he was being followed by staff and was made to feel very uncomfortable and decided NOT to buy my items for me. He wasn’t expecting to get any discount at this point. I’m so upset as I wanted this item and my daughter now doesn’t have hers either. As I was distraught my Husband reluctantly heads back into the store to purchase these items, The manager (Jamie )and his team were hellbent at stoping us not only purchasing but getting any kind of deal. We are bemused and have no idea why they would portray such behaviour at this point. Seemed very silly to me, my husband on his second visit to purchase the items is again followed, this time he’s extremely offended and upset at how this is making him fell and returns to the desk to explain to Jaime that he does not like being followed and to stop his colleague from doing so,
I am dumbfounded by how we have been treated and I write to you to ensure that NO ONE else is made to endure such offensive action and to suffer this kind of attack. We were made to feel like criminals, just for asking if we could work something out with the 20% discount. This will not spoil my families spirits or our vacation. I will be avoiding Gatwick duty free at all costs moving forward!

These duty free shops know they are the only outlet airside and the arrogance, unhelpful nature and let's be honest low intelligence is there for all to see.... a poor reflection on our country

Just went to make a purchase of some perfume at Heathrow Terminal 4 and was told I was a winner, so my basket contents were free! This was a lovely surprise and great start to our journey and the staff were great! Thank you!

We have just been on holiday,leaving from Newcastle airport,and as part of our trip,I decided to treatment myself to a nice bottle of whisky.
Joan the lady at the desk was so helpful and knowledgeable.
I can’t praise her enough.Thank you again Joan.

I went to purchase alcohol at duty free in john lennon Airport but wasn't allowed to take it to Belfast which is part of UK. I am a British citizen .Why is this. The girl on till was very apologetic