Douglas Reviews 693

I ordered Dune - DIOR, what a disappointment, this is just a cheap imitation. Never Douglas again.

Terrible experience. I ordered online and never received my item. Instead of fixing the issue, Douglas keeps asking me to fill out forms again and again, with no real action taken. Extremely frustrating, poor customer service, and a complete waste of time. I do not recommend.

Love this shop but we cannot pay via QR code yet... What are you waiting for ?

I placed my order on December 20, 2025. It is now January 15, 2026, and my order has still not been delivered. Customer support has not responded to my emails, and I am unable to reach anyone via the hotline.

The total amount of my order is €130, which may not be a large sum, but it is extremely unpleasant—especially considering that I could have purchased all of these items offline a long time ago.

I hereby request an immediate refund.
Order number: DGLES0006028550

Always great customer service, especially in-store, and fast product delivery.

Usually quite happy with their service. This time something weird is going on. Made an order on July 30th which was supposed to arrive yesterday. It hasn’t even been sent out yet. I emailed many times but no answer on the subject. So I called today and they said it might be something to do with the payment. Payment went through so if there is a problem it’s on their end. Why is no one contacting me about this and just letting the order hang unresolved. The other thing is I made the order under promotion which was 50 euro off so it’s not like I can cancel it and make it again. Really hope they solve this problem. Honestly just really bad customer service. Being friendly isn’t enough.
Update: so I spoke to them again on the phone. Apparently they lost the payment. Never heard of anything like this in my life. Turns out they have trouble with PayPal which is how I paid. Not sure how you lose a payment. Contacting me about it would have been nice. They promised to send me a coupon so I can repurchase the perfume for the same price I originally bought it. Been 24 hours and still nothing. It’s almost like they don’t want my business.
Update 2: this just gets better. I called again and was called a liar. Yesterday I was told the order would be cancelled and I would get a coupon to make the purchase again. The lady on the phone called me a liar. Exactly what you want to hear when you don’t receive the order you made. She told me they need my bank details. Not sure how that has anything to do with my American Express payment. Being called a liar really takes the cake. At this point I just want them to cancel the order so I can buy this elsewhere. But of course she told me they can’t cancel the order. So I’m left hanging in limbo. Let’s see where this goes.
Update 3: it’s been over a week and still nothing. “They are waiting to hear from the financial department” that must live in lalaland or something. They won’t even let me cancel my order. Complete scam of a company! Stay away from them!

This is my second order on Douglas. the first one, they filled the wrong address but they told that is bpost mistake. I live in the the south of Brussels but they filled an address in the north of Brussels and it’s very far from my home. in the second the same problems again and I cannot find phone numbers to call.

I ordered a steps machine back in April, NEVER received it. Waste of space con of a company!!!!

⚠️ 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.

I ordered 3 items from Douglas, including a YSL Libre perfume for my mother as a special gift. When the package arrived, only 2 of the items were inside, with the YSL perfume missing. The box was intact and properly sealed, so there was no issue with the delivery, it was clearly an error at their warehouse.

I’ve contacted customer service multiple times, but all I’ve received are generic responses with no actual resolution. They claim everything left the warehouse correctly, but I know for a fact that one of my items was never included.

It’s extremely frustrating, especially since this was a gift I promised my mom. Douglas seems to care more about avoiding responsibility than actually helping their customers. I would advise anyone thinking of ordering from them to be cautious, as their customer service is unhelpful and they don’t seem to prioritize customer satisfaction.

Great service,free fast delivery amazing prices. I’ll definitely be buying from there again 5/5 Definitely NOT a scam

DGLNL0020477224 order number
i order the lipgloss from the brand chanel from last december 2024 ,
wauw i just 2nd time use it,, it dried no gloss inside i need to keep push into it,
but nothing out in there it was very dry almost nothing ,i dont understand

if this is new,, product supposed to good for the brand ,, only a month a go,, what happen i believe this is expired product...
i will be glad if you refund it , because i will not biying to the known store ,supriced me ,why those gloss dry almost nothing came out and
hard, this is expired,,
replace this product is alot of money..
DGLNL0020477224 order number check it out

It has been one week since I called you at the customer center to ask for a RETURN label.

Since you have not sent me anything for one week, furthermore I had already requested the reimbursement of my money (not the reshipment of the lost order before 20.12/2024!), I will return the package to you with the invoice inside, according to the return instructions on Douglas site.

Whereas you have the legal obligation to provide your customer with a return label,

May I ask why you have not replied to my email where I ask for sending me the return label?

The worst service ever!!

They asked me to review.
I am happy about they're product.
But they're also expensive product.

Recently I tried to ask in Italian language some advice for recycling empty product.

I received polite answer.

Perfum quality is best and original and great service post timing is also great compliment
10/10

I ordered a serum from them and they sent it when it was half used.

Wonderful service, great store and products, and great delivery service as well. Everything arrived on schedule and well. I recommend this store a lot. I couldn't be happier with my purchase. Thank you so much!

I have ordered on Douglas.be and douglas.nl a few times. Fast delivery (with boost), good service, no issues.

1. never received the a refund of an article I send back in literally 2023.
2. Recently bought a foundation from Pat McGrath at Douglas (July 2024) and it already turned bad. Not only does it smell very bad but the consistency changed and it’s not supposed to turn bad after opening for at least a year. Not only that I bought the concealer as well and the applicator broke?!?! I contacted the customer service and they told me return policy is 14 days but obviously this is not a normal case for regular return policy these products are expensive and they are supposed to last more than 6 month!!
Horrible customer service.