Heinemann Duty Free & Travel Value — Attraction in Schönefeld

Not the most helpful people. At this store, I purchased a bottle of whisky that was confiscated at Bangkok Airport while on transit because it wasn't in a sealed plastic bag. On returning home, I e-mailed asking about their policy. They didn't give me a straight answer but instead asked if I had shown their cashier all my boarding passes. I replied that there wasn't any sign in the store advising that so I had reasonably shown only the boarding pass for the first stage of my journey. On the back of this pass, however, was a luggage tag listing all my stops if the cashier had taken notice. After that, no more communication. I think they expect customers to take the risk rather than undertake best practice by sealing all duty free alcohol in plastic bags. They don't seem interested in helping customers and they...

Absolutely terrible and aggressive service. I spent 15 minutes trying to find a staff member just to get a product from the shelf.

There was no one around to help, so I had to serve myself - only to be attacked by a female employee who aggressively told me I had no right to do it on my own and that I “must wait for assistance”.

The irony? There was NO ONE available to assist, and apparently that’s my fault.

If you’re understaffed, don’t take it out on customers who are just trying to make a...

At the payment counter (T1) there was an old lady (white, red bob cut hair) she was super rude. She tells me “Don’t you have eyes see the screen” I felt personal attack and felt she was just racist to me because I’m a person of color. People should really receive good training and should know how to treat and behave with customers. After all they are getting paid because customers come and shop. I wish all bad luck in life for her. She ruined my...