Review summary
Customers frequently praise the friendly, helpful, and professional staff, as well as the promptness and quickness of service. The shopping and pre-order processes are described as easy and smooth. Many also appreciate the good variety and attractive offers, and value the convenience of home delivery when available. However, some customers have experienced inattentive or uninformed service, delays in order resolution or delivery, and problems with finding or receiving orders. There are requests for clearer pickup instructions and disappointment regarding the discontinuation of home delivery. Some also mention limited selection or discrepancies between online and in-shop availability, along with unclear pickup locations or product mismatches.
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Verified
It was a nice experience. At the outset, the option of Click and Collect helped me to save time and avoid anxiety. When I reached the shop to collect my purchase, it was ready and the transaction was completed in couple of minutes.
Reply from heinemann-shop.com/en
Thank you for your feedback and for sharing your experience with us using the Click & Collect service!
Verified
In shop service is really always great. I would strongly recommend your confirmation state WHICH shop and near which gate or specific location has my order. The FRA map is rather useless, if actually confusing.
Reply from heinemann-shop.com/en
Thank you for your rating and feedback!
We will pass on your opinion to the team.
Verified
The order process was ok. I did not appreciate that it said one could order up to 12 hours before but then when ordering it did not apply to the Vienna airport and this information was quite well hidden. Thankfully I flew again soon after.
Reply from heinemann-shop.com/en
Thank you for your review and feedback!
Verified
I changed the airport last minute and they still managed to get my pre-order in place.
Reply from heinemann-shop.com/en
Thank you for your feedback!
We are glad we could adjust your preorder despite the last-minute airport change.
Looking forward to seeing you again!
Verified
It was good
Everything was goid . Or almost goid bcs it took time to "find" my order...
Reply from heinemann-shop.com/en
Thank you for using our click & collect service!
We look forward to your next visit!
Verified
Your variety is limited and sometimes what you dont show on line exists in teh shop
Reply from heinemann-shop.com/en
Thank you for your rating and we appreciate your feedback!
We look forward to your next visit!
Verified
Heinemann is always excellent expirience
Always love to shop in Heinemann.Last was in Vienna and Frankfurt (unexpected Frankfurt concerning my rescheduled flights). Maybe in Vienna must have (similar as Frankfurt) separated desk for online previously ordered articles to avoid crowd on regular cash desks. Even my guy in Vienna was very helpful and skilled to finish my order quickly and leave enough time for my coffee time in the smoking lounge
Reply from heinemann-shop.com/en
Thank you for your positive feedback and your loyalty!
We’re delighted to hear you had great experiences in both Vienna and Frankfurt. Your suggestion about a separate pick-up desk for click & collect orders is very valuable, and we’ll gladly take it into consideration to improve our service. We’re also happy that our colleague in Vienna made the process smooth and gave you enough time to enjoy your coffee break. We look forward to welcoming you again soon!
Verified
Reply from heinemann-shop.com/en
Thank you for the positive review!
Verified
I later realized that I had received a different product than what I ordered.
Reply from heinemann-shop.com/en
Thank you for your review and rating.
If you need further assistance please contact service@heinemann-shop.com so we can find a solution for you.
We look forward to hearing from you
Verified
Quick pick up
Product was at the Cash out waiting for me. Perfect
Reply from heinemann-shop.com/en
Thank you for your positive rating!
We are pleased to hear that you used our Click & Collect service and that everything worked out perfectly!
Verified
Great price, great service
Everything was great. The staff was very kind and helpful. The pre-order was easy.
Reply from heinemann-shop.com/en
Thank you for your fantastic review and for using our click & collect service!
We look forward to your next visit in our shops at the airport!
Verified
Excellent service
Reply from heinemann-shop.com/en
Thank you for your rating and fantastic feedback!
Verified
Freundliche Mitarbeiter, Zuverlässig, schnell
Reply from heinemann-shop.com/en
Vielen Dank für die positive Bewertung und das Feedback über unseren Service und Mitarbeiter im Shop!
Es freut uns, dass Sie unseren Click & Collect Service genutzt haben und alles zuverlässig geklappt hat.
Bis zum nächsten Mal, wir freuen uns auf Sie!
Verified
Reply from heinemann-shop.com/en
Thank you for your positive rating!
Verified
Reply from heinemann-shop.com/en
Thank you for the positive rating!
Verified
Reply from heinemann-shop.com/en
Thank you for your positive feedback!
Verified
Reply from heinemann-shop.com/en
Thank you for your positive review!
Verified
Better description of pickup point in FRA. The map provided isn't very useful. State "the duty free near gate B1234 or A3888" and mention (depending the case) whether it's before or after the passport / checks.
Reply from heinemann-shop.com/en
Thank you very much for your feedback!
We truly appreciate your comment.
Thank you for bringing this to our attention.
Verified
O.
Perfect and quick service. The advance order was cancelled but the lady in Heinemann found it. Two things more finished. All incl. cashier was not more than 10 minutes. Great 👍
Reply from heinemann-shop.com/en
Thank you for your great feedback!
We’re delighted to hear that everything went quickly and smoothly, and that our colleague was able to locate your advance order despite the cancellation. We appreciate your kind words and look forward to welcoming you again soon!
Verified
Reply from heinemann-shop.com/en
Thank you for your 5 star rating!
