Parfümerie Douglas GmbH Reviews 1,475

When I entered the discount code on 14.03, it said the code was only valid from 15.03 to 19.03. When I tried again the next day, the website indicated that the code was only valid from 11.03 to 14.03. Furthermore, they advertise a 25% discount for subscribing to their newsletter, which is not true. It is basically a scam. Avoid this site if you can.

I bought Hermes Barenia at online fouglas store and its very different from the tester they had. The tester was strong and lasted all day just from 1 spray. And this confirmed by many reviews on other websites. But the one I got was so weak, it barely stayed after 2 hours and it was pretty basic in composition unlike the tester in the store. And no, I'm not confusing it with intense version - I didn't like it and set aside

Since the end of November, I have been dealing with a complete disaster with Douglas.

I placed an order, but the package was damaged during delivery. As a result, I received damaged items, items I did not order, and products I ordered that were missing.

I returned all items I received, yet Douglas keeps sending me invoices and demanding payment for products they claim were not returned — even though those items were missing from the original delivery. I refuse to pay for products I never received.

In addition, I had to pay the return shipping costs myself, and these costs have still not been refunded, despite the fact that the delivery was faulty and not my responsibility.

Customer service has been extremely disappointing: no real support, no solutions, only excuses. I was also told that I would receive a refund, which never happened. I do not accept the claim that “nothing can be done” — the order documentation clearly proves what happened.

Invoice number: DGLCH0004377747

This situation has caused unnecessary stress over a very small amount of money. I regret buying from Douglas. If they do not correct the invoice, refund the shipping costs, and stop harassing me with unjustified payment requests, I will take legal action.

I bought a Tom Ford Ombre Leather perfume, and when it arrived, the scent was completely different from what it should be. I’m pretty sure it was fake. Do not buy, do not order. I just lost 130 CHF because of this scam !!

Update 5/12/2025: "They lied; they have issued the refund. No refund for the shipping has been received for 5 days now. For Switzerland this is one day. They also told me that they don't care that I have to pay basically for something they never delivered. The customer service hung up on me. DO NOT SHOP AT DOUGLAS, THEY ARE SCAMMERS AND STEAL FROM CUSTOMERS.

If I could give zero stars, I would.

I have never dealt with a company that treats customers with such disregard. Douglas failed to deliver part of my order, yet insisted I pay the full invoice anyway. When I called, I was told that the invoice would not be credited despite the missing item, that I should “just pay to avoid penalties,” and that I would “maybe” get a refund weeks later. None of this was ever put in writing, even though I repeatedly asked for written confirmation. Now I understand why: what they communicated over the phone cannot be justified legally.

At one point, the agent even hung up on me!!! In any other situation this would be unacceptable.

After reading other Trustpilot reviews, it is obvious this is not an isolated incident. This seems to be a recurring pattern: customers are pressured into paying for goods that were never delivered, with empty promises about penalties being removed later. It is a shocking way of doing business and completely unacceptable.

I paid the invoice only because their process leaves you no choice, and I will be following up every day until my refund is issued. I have already filed a formal complaint with the relevant institutions. The way Douglas handles missing items, refunds, and customer communication deserves a serious audit.

No customer should ever be forced to pay for something they never received. I will not be shopping with Douglas again, and I strongly advise others to think twice before placing an order here. If you value your money vote with them, put them out of business.

I honestly regret ordering from Douglas. I should have listened to the reviews. It’s been more than 20 days since I returned my item, yet they keep sending me invoices with penalties as if I never sent anything back.

Customer service is useless — the replies don’t match the questions at all. It feels like a robot is answering, not an actual person. No real help, no follow-up, and no resolution.

Paid for one perfume to be given as a gift, they promised to deliver in 1 or 2 working days. Two weeks later, I am still awaiting delivery. Apparently Bpost is messing up, but they don't give my money back... AWFUL EXPERIENCE!!! RUN AWAY FROM THIS COMPANY ... THEY ARE HORRIBLE!!!

Very strong suspicion they sell fake/diluted perfumes. Samples in store have very strong smell, however the smell from purchased bottle fades very fast (Dior, Shiseido). Some perfumes smell completely different from samples (Ariana Grande). I don't think I'll be buying from them again, although delivery is fast.

Appalling customer service and no response when clearly they are at fault for mis-delivering on an order. No commercial interaction either.

Be very careful when ordering online. They reel you in with a promotion if you spend x amount and then say they ran out of gifts so cannot send it to you.

the order was never delivered.
I have contacted both Douglas team and the delivery company multiple times, completed the forms requested on two occasions, and exchanged over 10 messages without resolution. The delivery company has directed me back to Douglas, as the seller, which aligns with consumer protection law: the seller is responsible for ensuring goods are delivered or issuing a refund. To date, I have received neither the goods nor a refund. This continued lack of accountability is unacceptable.

I had a similar experience to the other customers of Douglas. I have shopped with Douglas for 10+ years and I was sent a letter from the Inkassounternehmen (120.- plus their late fees of 25.-) for a late payment. They said they had emailed me reminders but I did not receive any and nothing was sent in the post. I expected some customer service but there was nothing. Very disappointed and will not be shopping with them again.

The worst of all customer service. Bunch of scammers and rude folks. How can you send a broken item and not include all other products in my case. Very foolish entity

Thank you for your feedback. We are sorry that you are not satisfied with your fragrance. If you provide us with your order number, we will check whether you can return your fragrance to us.
Your Douglas Team

I dnt knw how to reply you. So this was my order number DGLIT0009807595

I would give 0 stars, but I can’t!
I ordered two body lotions. It was May 25 2025.
The parcel went missing. No one could tell where it was until June 16, when I got a mail according to which I would receive it. What didn’t happen.
I am still waiting for my money …

I ordered La Roche Posay sunscreen from Douglas and I had to pick it from one of their department stores, which I did. When I got home, the Sunscreen was missing and I only had free perfume samples. I immediately called the store and they sent me a form that I filled and sent back as soon as I could. It has now been three weeks. They do not provide any update unless I reach out. This is the worst customer service I have ever received. I made collected my order on the 1st of May and we are now on the 21st. Nothing from them, just an email saying they are investigating the issue and this is only when I reach out to them. If they don't want to give me the product, then at least give me a refund, and if you don't want to give me a refund then let me know so that I can move on from it. I do not think I will be ordering from them again. Worst Service Ever!!!!

Since I moved to Germany I have been more or buy from Douglas,even though I have always found the staffs pretty unfriendly and rude, but since a very unfortunate even last year I now totally skip Douglas, I live in Dresden and the Douglas in Altmarkt had this staff who was very rude with me, he came to me and said I saw in camera that you opened the lid of a lips and it is not a tester, I don't even remember properly if I did so I said sorry didn't know, he said you have to buy it or else I will call the police! I couldn't imagine his words! Then the store manager came and hs said soryy on his behalf..since then none of my friends or people I shared it with go there and now that Sephora is here with much better price range and friendly staffs I would suggest go there!

I never had a problem until recently. I received my order, but the package was damaged, 1 item was missing and I reported it straight away. I filled in the paperwork, while waiting for the investigation process, was told to only pay for the items I received, which I did and not pay for the missing item. While waiting for the investigation to finish, was charged 2 late reminder fees, which I was told to ignore as it is system generated and can be removed. In the end my claim was denied and the blame was placed on the courier company. The courier company accepted the responsibility and are willing to compensate Douglas, but Douglas refuses to acknowledge their claim and refuses to help me. After all that they sent my outstanding bill to a DEBT COLLECTOR!!! I couldn't believe it!! So no product, my bill has doubled to no fault of mine and they are not willing to speak to courier company to have this matter resolved. Unbelievable!!!
REGARDING YOUR REPLY, IT IS THE CUSTOMER SERVICE DEPARTMENT WHO IS NOT WILLING TO HELP ME! They also refused my request to speak to a Supervisor!
UPDATE 20/05/2025
Still no response from Douglas. Unbelievable!

Extremely Disappointed – Damaged Products and No Response

I ordered a powder and bronzer from this store, and both items arrived damaged because they were shipped without any proper protection. The packaging was completely inadequate for fragile cosmetic products.

Since receiving the damaged items, I’ve contacted customer service FOUR times by phone and sent FOUR emails. Each time, I’m told the “back office is working on it” and that I’ll be contacted soon. I sent my initial complaint on April 14, and now it’s May 2 – still no update, no solution, and no replacement or refund.

This level of customer service is unacceptable. I expected far better from a cosmetics retailer. I will not be ordering from them again unless this is resolved properly – and quickly.

Terrible Customer Support – Unresponsive and Unprofessional

I’ve been harassed for four months over a bill that was paid the moment the package arrived. Despite sending over 100 emails and making countless phone calls, no one took the time to locate my payment—something that could have been resolved in 10 minutes if anyone had been willing to help. Instead, I was met with rudeness; my calls were hung up on, and no one wanted to engage in a conversation. The staff is extremely unhelpful and unprofessional.

Douglas Switzerland completely misled me and ruined what should have been a thoughtful gift. My sister bought me a gift card in-store for Christmas because she knew I wanted to purchase a product available only online. The card explicitly states it can be used both online and in-store. However, when I tried to use it online, it didn’t work.

I went to the store for help, only to be told the card cannot be used online—despite what is clearly written on it. When I pointed this out, the staff had no explanation. They offered to order the product for me, but refused to honor the online discount of CHF 126 and instead charged the full in-store price of CHF 170! This is nothing short of a scam, forcing customers to overpay for items unnecessarily.

Adding insult to injury, their customer service is appalling. The phone line doesn’t work, and it took over a week for them to respond to my email, only to confirm that the card is only valid in-store. This is blatant false advertising and a complete disregard for customers.

I am now stuck with a gift card I can only use for overpriced products I don’t want or need. Douglas Switzerland has lost my trust, and I will never shop here again. Shame on you for deceiving your customers!