Stole my money, no customer support
I’m extremely disappointed with my experience ordering from Douglas.
I’ve now placed the same order twice, and both times something has gone wrong with delivery through DPD. The first time, DPD marked my package as “delivered”, but it never arrived. I was told the issue would be resolved within two weeks, but it has now been over a month and I have heard absolutely nothing.
The second time, they claimed I “refused” the delivery, which is not true. I was home the entire day and no one rang my doorbell. That package has now also been returned to the sender.
At this point, I am owed hundreds of euros and still have neither my orders nor any refund. There seems to be no attempt at customer support or resolution in sight.
This has been incredibly frustrating. Two failed deliveries in a row and no follow-up is simply unacceptable.
I will not be ordering from Douglas again. I ended up ordering from Sephora instead in the meantime, and everything went smoothly.
I would strongly advise others to avoid this store at all costs if they want to keep their money and/or sanity.
Reply from Parfümerie Douglas
We are very sorry that you have gained the impression that we had no interest in ensuring that your orders were delivered properly. Please be assured that at no point was it our intention to convey such a feeling. Customer satisfaction continues to be our highest priority, and we would like to sincerely apologise for the inconvenience caused.
We would like to clarify the situation transparently. Following your notification regarding your first order, we initiated a formal investigation with the shipping service provider into the whereabouts of the parcel. This is a standard and necessary procedure whenever a delivery is reported as outstanding or not completed. As communicated to you, such investigations require a certain amount of time on the part of the carrier.
The investigation has now been completed, and a refund of the purchase amount has been processed. You should have received confirmation of this accordingly.
The second parcel is currently on its way back to us, as the shipping provider reported that delivery to the address you supplied was not possible. We assure you that both parcels were properly handed over to the shipping service provider by us. Unfortunately, we have no direct influence over the delivery process itself and are therefore unable to conclusively explain why issues occurred with both deliveries. Nevertheless, we remain in contact with the relevant parties in the background to continue clarifying the matter.
Once the second parcel has been received back at our warehouse, another refund will be processed automatically. Please be assured that it is certainly not our intention to retain payments where a delivery could not be successfully completed.
Finally, we would like to note that we have maintained ongoing and positive correspondence with you in both cases. Against this background, we are unable to fully understand the impression that no response had been received from us. However, we do hope that this explanation has provided further clarity and support.
Your Douglas Team
