Complaint Review: Tax Free(Terminal 3 Cancun Airport)

Hello, my name is Olena Lazorenko, I am an American citizen. I would like to report about fraud in your Tax Free agency located in  Cancun Airport. I traveled as a tourist to Playa Del Carmen from March, 30 to April, 7 this year and shopped at your extraordinary store CUADRA. When I left Mexico April, 7, I applied for tax refund at Terminal 3 of Cancun airport. I provided all necessary documents that agent of Tax Free requested and got ticket that is a proof of tax refund application.

Two days ago I received email from cuapio@taxfree.com.mx that look so suspicious and I decided to check my ticket on taxfree.com.mx website and I was so surprised that they even don’t have my information. I’m very disappointed because I traveled couple times to your country and enjoyed to stay in your Hotels with extraordinary service. 

I really hope that you will help me to solve this problem and I will get my refund.

This is the copy of email that I received from cuapio@taxfree.com.mx  :

cuapio@taxfree.com.mx

Sun, Jun 2, 10:30 AM (2 days ago)

to me

Hello Olena Lazorenko,

Tax Free would like to thank you for your visit to Mexico, and hope you will return soon.

We are writing in regards to your tax refund application. The rules of the Mexican government regarding tax refunds, requires full documentation such as, passport, bording pass, credit card and youre Mexican immigration form. In youre case the refund process is being canceled due incomplete documents Mexican immigration form.

For this reason I regret to inform you that your application for the tax refund of your purchases, made during your stay in Mexico, is canceled due to missing and/or incomplete documents/invoices.

Thank you for your attention.

My phone# 1(347)608-3848

email: olelaz@gmail.com

Passport#(((REDACTED)))

Ticket#010096  for Tax refund

Thank you very much for your cooperation.