Douglas Spain S.A. Reviews 5,506

easy and not difficult to go shopping online...nice fast transaction..

⚠️ WATCH OUT WHEN YOU USE THIS COMPANY ONLINE. EXTREMELY POOR CUSTOMER SERVICE EXPERIENCE.
I feel compelled to publicly share my experience after more than a year of unresolved issues with Douglas and their finance partner, PAIR FINANCE.
In 2023, I returned faulty products but was still charged for them. Despite repeated emails, I received no resolution. Instead, I was contacted by a collection agency, who pursued me aggressively. Months later, Douglas finally acknowledged their internal mistake and instructed the agency to stop pursuing the case.
However, my request for reimbursement — based on this acknowledged error — was never addressed. Over one year later, I suddenly receive a message from PAIR FINANCE stating that I had “overpaid” and that 48 CHF is owed to me. The next day, I receive a new message saying I’ll only get 18 CHF, with 30 CHF withheld as fees — with no justification.
This raises serious questions about transparency, accountability, and respect for customers.
I tried every channel:
• Countless unanswered emails
• No way to speak to a competent representative without long hold times
• No clear escalation process
This experience reflects systemic miscommunication, poor customer care, and a failure to resolve admitted mistakes in a timely and fair manner.
I urge others to take caution before placing orders with this company.
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🇩🇪 DEUTSCH (Öffentliche Version für Rezensionen)
⚠️ VORSICHT BEI ONLINE-KÄUFEN BEI DIESEM UNTERNEHMEN. SEHR SCHLECHTER KUNDENSERVICE.
Ich sehe mich gezwungen, meine Erfahrung öffentlich zu teilen, nachdem seit über einem Jahr keinerlei Lösung in meinem Fall erfolgt ist – weder von Douglas noch von ihrem Partner PAIR FINANCE.
2023 habe ich defekte Produkte zurückgesendet, wurde jedoch dennoch zur Zahlung aufgefordert. Trotz mehrerer E-Mails wurde der Fall ignoriert – stattdessen wurde ich von einem Inkassobüro bedrängt. Monate später erkannte Douglas endlich den Fehler an und beauftragte das Inkassounternehmen, das Verfahren einzustellen.
Doch meine Rückzahlungsforderung wurde nie beantwortet. Über ein Jahr später teilt mir PAIR FINANCE mit, ich hätte „zu viel gezahlt“ und man schulde mir 48 CHF. Am nächsten Tag folgt eine neue Nachricht: Nur 18 CHF würden ausgezahlt – wegen „Gebühren“ in Höhe von 30 CHF, ohne klare Erklärung.
Dies wirft ernste Fragen zur Transparenz und Kundenfreundlichkeit auf.
Ich habe alles versucht:
• Unzählige unbeantwortete E-Mails
• Keine kompetente Kontaktperson erreichbar
• Kein klarer Eskalationsprozess
Diese Erfahrung zeigt deutlich: Kommunikationsprobleme, fehlende Verantwortung und schlechter Service.
Ich empfehle, vor einer Bestellung bei diesem Anbieter sehr genau hinzuschauen.
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🇫🇷 FRANÇAIS (Version publique pour avis en ligne)
⚠️ ATTENTION LORS DE VOS COMMANDES EN LIGNE AVEC CETTE ENTREPRISE. SERVICE CLIENT DÉPLORABLE.
Je partage ici mon expérience, après plus d’un an de problèmes non résolus avec Douglas et leur société partenaire PAIR FINANCE.
En 2023, j’ai retourné des produits défectueux, mais j’ai tout de même été facturé. Après de nombreux échanges sans réponse, une société de recouvrement a été mandatée pour me faire payer — de manière insistante. Ce n’est qu’après plusieurs mois que Douglas a reconnu son erreur et a demandé la fin de la procédure.
Malgré cela, ma demande de remboursement est restée sans réponse. Plus d’un an plus tard, je reçois un message de PAIR FINANCE disant que j’ai trop payé — 48 CHF doivent m’être remboursés. Le lendemain, nouveau message : je ne recevrai que 18 CHF, après une retenue de 30 CHF de “frais”, sans explication.
Cela soulève des doutes sérieux sur la transparence, la responsabilité et le respect du client.
J’ai tout tenté :
• De nombreux e-mails ignorés
• Impossible de joindre un interlocuteur compétent
• Aucun processus clair de réclamation
Cette expérience illustre une communication interne défaillante, un service client médiocre et un grand manque de professionnalisme.
Je recommande la plus grande prudence avant de passer commande chez cette entreprise.

Great!My order went really fast. Let’s wait and see when will be delivered

I ordered a perfume. It "came" a week later with Amazon shipping. It was marked that it was left with the receptionist at the door. We don't have one. Neither did they leave it at the door or anything. I did not get it. Since then, I called 10x to Douglas, every time they open a ticket and say it will be resolved. Now it's 2 months and still nothing. I don't have the perfume or the money. Do not recommend it at all.

Servie is awfull. Do not recommend

NEVER AGAIN! I placed an order over EUR 600 8 days ago. On their website they say delivery within 2-3 business days. Charged my credit card one day after the order had been placed. No email, no information was given in between. Called today just to find out that my order has been cancelled. They didn´t
give a reason. Supposedly I will get a refund in 2-4 days. Wait and see.

The order was marked as delivered on December 13th. I was home at the time of the delivery registered in the tracking, the courier did not attempt to deliver but just marked delivered. I immediately noticed and contacted Douglas customer service to explain what happened. I’ve completed the document they sent with all the information and got no update after that. Unprofessional service, disappointing experience. I don’t recommend risking to order from them. It’s been a few weeks and I still haven’t received any response or update.

My order number is DGLES0003536411

Worst service ever. Wrong product sent and after filling in their forms, no one came to pick up the product when agreed. Nor answers emails. No compensation nor understanding that this is inconvenient for their client

I ordered a perfume online that was on sale, and I wanted it delivered to my closest Douglas store so that I wouldn't need to stay home for the shipment. I had the option of 2 stores farther from my place where it was already in stock "and no free samples" or the option of getting it delivered to the Douglas store closest to me and get it shipped there in 1 to 2 days together with two free samples of my choice among a small list. I liked the option of the free samples, so I chose two of the female perfumes from the list and placed that order since it would come so fast. It didn't. It took 6 days to arrive to the store and it came with male perfume samples. I won't buy online again.

Very good website and good discounts.

Super easy!

Great experience

I ordered two items from Douglas Spain on November 13th, one arrived and the other has not been delivered to date. There was no response to my request. For me this is fraud. I cannot recommend this company

I ordered some beauty products for my wife for Christmas and paid extra for expedited delivery. I never receive the product even after 1 week. Finally after much chasing Customer Service said it was attempted delivery and that I now need to go to Alicante to get my package which is one hours drive away! Awful service and company will not use again!

This must be the worse online shop.
After making two different orders that never got to me, I called the client service. They were not helpful at all. More than that they hung up on me.
The Paack was supposed to deliver my orders and were not able to on 4 different occasions.

Ordered some products for the first time from Douglas Spain. Although they shipped it out quite quickly, they used an infamously horrible shipping service Paack. Paack has lied, several times that I wasn’t home, after which they are returning my package back to Douglas citing it’s my fault I wasn’t home…. Paack has the same reviews from all the customers on google, they lie and don’t deliver, don’t call. Douglas has finally responded and refund the money immediately. Too bad this company teamed with the worse shipment provider. I will not be ordering there again, only Sephora.

I've not received an order of 220€ and Douglas is still not taking responsibility for it after 3 weeks and over 10 emails.
Shameful!

Stay away from this company! If products are lost during delivery, nothing will be replaced, even though German law clearly states otherwise. The consumer is the loser, this is apparently corporate policy. Relevant, catastrophic reviews on trustpilot speak for themselves. Short-sighted because you scare away good customers forever!