Heinemann — Local services in Frankfurt

Firstly I have to say that I am not pleased with the response from team Frankfurt to my case. As an experienced customer, I completely understand the whole process of purchasing any goods. When giving my items to another person, even if that person is my colleague or my friend, you have to receive my authorization letter, or you need to keep personal data information of the person you gave my items to, such as full name, ID/PP number, mobile number and email address to avoid any troubles/ claims. Have you put yourself in my shoes? If someone pretends to know me, and steals my information or my card to use it, do you suspect a fraud case? I don't care about your duty stock. It is your wrong procedure of selling the goods that triggered the problem. Firstly, I had already paid 1798,2€ for the perfumes and got the receipt/invoice but your staff didn't give me my purchase, and he told me that he had given them to my colleague - the previous buyer. Secondly, your staff didn't follow the 4-eye principle when I purchased them, because at that time, there was only one person at the cask desk. When I purchased these perfumes, the assisting saleswoman wasn’t there and there was only the man with curly hair and beard standing at the counter. After that, when the woman was back, she brought more perfumes to refill the stock. But I still didn't receive my purchase. I claimed it immediately at the cash desk and requested to check the camera but they ignored it, then no one helped me or took care of my case. The staff only made a response that he had already given my perfumes to another. What an irresponsible and unacceptable action!

I want to further clarify that there were four people including the Vietnamese staff named Nghia Bui standing next to me, 2 cabin crews (2 men named Mr.Châu & Mr.Trung) queuing behind me, and the salesman at the counter at that time who witnessed the purchase. It was also certain that the security cameras at the store had recorded all the transactions from the beginning to the end. I would also demand to double check the cameras to prove that I haven't received anything from your staff. I did not give authority for anyone else to receive my items, so you need to be responsible for this action. I demand to receive a more convincing explanation from your company instead of these irresponsible behaviours, and the proper solution for this situation.

It was nearly 1 month since the day I had purchased and I myself felt like being stolen on purpose. I can't imagine the ridiculous thing happened in my life in a precious Dutyfree like Heinemann Frankfurt. I will never come...

Terrible Experience. Would give 0 if I could. They had Camel game in shop that if you spin it and got 5 same Camels you can win AIR pods. Somehow we got 5 camels in pair, we were so happy but salesman who works there decided he doesn’t want to give us our prize as he didn’t look when we press spin as he was somewhere else. Another salesman also come over and seen our 5 camels but first salesmen told him we won’t get reward. I told him to check cameras as I seen at least 2 are watching towards the spinning game, but he said he can’t do that.

Just to make it clear, game didn’t have any visible sign that people should wait for salesman to stand next to it when they do spin

Furthermore, he become cheeky and said its not our home to touch things (we were in duty free shop) as he wouldn’t touch things when he would go to our home.

I believe that person probably works there a lot but someone needs to explain to him he works in a SHOP where people touch things and we are not at anybody's home but store. Later on he add that everyone wants AIR pods and that they are expensive so they are not giving it away. We mentioned that we actually won it , so its not giving it away but they still refused.

He offered to us to do the spin again like we have that much luck to get it again. Trying to smooth situation but we refused as we already got our 5 camels once.

Why they even have that game there ? Is it just decoration?! Just shame that people are treated like this. We didn’t get the prize we won, instead we got told off not to touch things in store like we are some kids in kindergarten. Not way how customers should be treated.

Anyway, after that I returned expensive item I wanted to buy for gift.

Management team failed massively as they decided to employ rude people like that who are cheeky and putting fake win games. Rather remove it if you dont want to give prize away. Big scam.

After reading other reviews I seen arrogant & rude staff mentioned....

To whom it may concern:

I hope this email finds you well. I am writing to formally file a complaint regarding an unpleasant experience I had with one of your staff members at the duty-free shop in Frankfurt Airport on October 5 2024, around 12.00 pm.

During my visit, I was met with unwarranted hostility from the employee. Without provocation, she was extremely rude and even went so far as to call me inappropriate names, which left me feeling deeply disrespected and uncomfortable. (And it was my birthday).

This kind of treatment is unacceptable, especially in a customer service setting.

I kindly request that you look into this matter and take appropriate action to ensure such incidents do not happen in the future. I trust that the standards at your establishment will reflect better care and professionalism moving forward.

Please find attached a photo of the receipt. I am sure you can identify her by...