On Saturday April 6 2013 I bought 2 bottles of wine at DUFRY DO BRASIL store 21 at 9:44am at Rio de Janeiro, RJ international airport. The item number:343****; PDV:061; SEQ:0270226-*****/0485; CGC:27.197.888/0034-19; IE: 075.816.537 for the value of US$23.00. What even attracted me into DUFRY was the US$10 coupon that I was given when arriving into Brazil. I filled this out at the cash register and the cashier noted my passport information on the coupon. I signed my credit card slip which i did not look at closely after the 25 hours trip and because I didn't have my reading glasses. I asked for my receipt to varify the amount (bigger and darker print) but the cashier stapled it onto the DUFRY duty free bag and told me it had to be on purchase until I arrived at my final destination. It was folded up and I didn't see total. I only saw the receipt when I arrived home a number of hours later. Then I noticed that I was charged the full amount of $23 and the $10 coupon discount hadn't been applied. Neither the receipt nor the bag nor the flyer given to me by DUFRY had a contact phone number for Dufry Brasil. I searched online and got the number for Dufry SAC (customer service in Brasil) 0800 72 3****. I called and spoke to Norma Rodrigues my reference number is 426414. She told me that the computer system for Dufry was not working so she would not be able to register the complaint at that time. She asked my name, contact email address & phone number and the item number of my purchase and another number (lots of number on receipt. Norma told me she would imput the information on Monday and that in up to 5 business days I woud have a response that's a long time!!! This is pretty basic. Monday night when I checked my emails I had received an email from Norma at 4:53pm. written in portuguese: Não consegui localizar sua compra no sistema. Favor responder esse e-mail com a sua nota anexada para que eu possa dar andamento ao chamado 426414. Grata Norma Rodrigues Global Contact Center Dufry norma.rodrigues@***.dufry.com She stated that she could not find my find my purchase on the system (interesting since it had already posted to my credit card). She asked me to respond to her email and attach my receipt. I scanned the receipt and emailed the receipt to her Monday April 8. The 5 business days have expired and I have not heard back from Norma nor anyone else at DUFRY. How difficult is it to credit $10 to a credit card that was overcharged? or was the Dufry coupon a fake bait & switch type tactic by DUTY FREE - DUFRY? The cashier was not professional in her inaccurate charge and the same holds true for DUFRY's customer service department. First for having a non-working computer system and for rep not rectifying the simple issue of a $10 credit to my credit card. Alicia