Quick and easy way to pick up chocolates for the office on flight back home. huge selection of sweets, the downside is that you can't pack it in your luggage and will need to carry onto and off your flight. cashiers are friendly and quick even though you will need to fill out which city you are from regardless if you pay by cash or credit. I always get the merci super large chocolates by Storck. they are loved by my colleagues. read more

I would like to share with you my recent experience at Heinemann dutyfree shop at Frankfort airport. Myself and another Chinese citizen were treated differently from the European face people by the shop cashier. And when I raised the complaint to the shop manager and service email, the final feedback is simply "regret". There was no comment of the fact of this event, no comment on the conduct of this cashier, no follow-up of this event, so I don't really know if HEINEMANN takes account of my words and treats this case as "misconduct behaviour" of their employees, or takes it as it was. Therefore I am not sure if afterwards the same case will come again to Chinese people or to you guys. As a Chinese citizen, I have done what I can do, and raised the voice when I felt that my nation was not respected. I know many of you always take transit flights in Frankfort or Munich. If you have the same experience, don't hesitate to voice out. ------------------- Ursprüngliche Nachricht ------------------- Von: Qin.Cao@iter.org Empfangen: 17.03.2017 16:30 An: HAM - Dutyfree Service; Service Hotline Betreff: My experience at duty free shop FRA Dear Sir / Madame, I am Chinese citizen, working in France. I am going to take flight LH720 at FAR airport and when I passed by the HEINMANN, I chose two bars of Chunghwa Filter and went to the counter for payment. The cashier is Asian face lady with yellow dye hair. There was a German customer in front of me. The cashier was talking excitingly with him in a language I don't understand, I guess it is German. I waited there patiently, for more than 5 minutes. Then it was my turn, the cashier asked for my passport and boarding pass per procedure, then scanning the products. And then to my surprise, rather than telling me how much I need to pay, she just left me alone there. She started talking with another duty free shop service lady. As I did not want to waited there like a stupid fish, I tried to keep calm and interrupted their conversation, and told her that I would like to pay with credit card. Once after the payment, I was just putting back my card back to wallet, I even did not have time to take the products from the counter; she started to talk with the customer after me. I would to have a bag, but she was talking actively and smiling at next customer. It seemed her total words towards me were less than 20 words. No hello, no goodbye, no smile like she did for European face people before and after me. I felt discriminated and I started to speak loudly to them all that my business was not finished and I need a bag. They finally responded me and said that the bag was not free. I did not purchase the bag and left the counter. I really felt unhappy about this experience, I went back to the counter. This time there was a Chinese customer who would like to do payment. This Chinese gentleman did not speak English nor understand the cashier's poor Chinese prononciation on boarding pass or passport, I can not bear the poor impatient attitude from the cashier to the poor Chinese gentleman, I helped translated. Then I told this cashier lady her attitude towards Chinese customer was really rude. I even talked to the shop responsible person about my experience. She said she knew the story of "bag". I did know what to say. This was not the point. I told the shop responsible lady that I was angry not due to the paid bag, I was angry because I was ignored by them and I needed to yell at the cashier to let her know that I have other request, her service for me was not finished. The responsible lady said sorry to me and said the cashier was working for the shop for more than 5 years, she believed that the cashier was not meant to deal with me in that way. I did not know if cashier did this on purpose or not, I think only herself knew the answer. But based on my experience and the experience of the poor Chinese gentleman, this cashier was rude. Strongly recommend to take a look at shop CCTV if available. This cashier could gave more than 5 min to person before me, helping packing, smiling warmly, why she could not even gave me 10 seconds to pick up my products from the counter and let me finish my words. I am writing this email on behalf of Chinese citizen, especially who cannot speak English or German when unfairly treated. They cannot even make complaints due to language gap. I don't need any insincerely apologies in fact. I would like to let you know, each race is equal. Never try to look down upon Chinese people but only trying to earning money from our pocket. We need respect. If you don't show respect to us, we won't appreciate any of your products and service. I will share my story with my people. You can refer the attachment of my purchasing ticket. read more

Incredibly BAD customer service - Never again On the way from Sydney to Singapore, a recent purchase at Heinemann Duty Free in Sydney turned out to be a huge waste of money. After being handed the wrong set of products by the Sales representative, I tried to get the products returned and refunded after arriving in Singapore. Initially, the customer service representative responded kind of quickly but as I kept asking questions, no more response. And my question was simple enough can I return the products at the Singapore airport i.e. are the duty free shops there run by Heinemann. For 2 days, no response which resulted in me trying to return the products, but alas at Changi airport it is The Shilla running the duty free shops. You can imagine what comes next, I did not get the products through security i.e. ended up having to throw them away. Huge waste of money and overall a real bad experience in terms of customer service. Never again! KS read more