Douglas — Local services in Berlin

After two consecutive, deeply frustrating experiences with Douglas, I will never be shopping with them again!

The first issue involved an in-store pickup where I received the wrong product (a different hair dye than I ordered). I immediately notified the staff at the Tauentzienstr. 16 location, and they promised I’d receive a voucher, even though I had paid online and expected a refund. Weeks passed and I had to be the one contacting them to get anything solved. From their side, I received no confirmation, no voucher, and no resolution.

The second issue was with an online order which I never received. The package was allegedly sent to a DHL Packstation but never arrived. After checking with DHL multiple times, they confirmed the package had an incomplete address, a mistake Douglas made. Despite the fact that I never received my order, Douglas has refused to issue a refund or resend the item, and they’re asking me to fix a mistake they caused. DHL also confirmed that only Douglas can start an investigation — which they refuse to do.

All I received from their customer service were dismissive replies and no accountability. It’s shocking that a company of this size handles errors this poorly and makes the customer pay for their mistakes!

I’m extremely disappointed and will not be shopping at Douglas again! If you value reliable service and basic customer support, I recommend...

Perfect experience! Can recommend this shop!! GER + ENG review below! Habe mich für einen Besuch dieser Filiale entschieden, weil ich im Bezug auf die Beratung sehr gute Bewertungen gelesen habe. Meine Erwartungen wurden nicht nur erfüllt, sondern bei weitem übertroffen. Da ich einen möglichst genauen Ersatz für einen Herrenduft gesucht habe, der nicht mehr produziert wird, war ich auf die Hilfe des Douglas Teams angewiesen und sehr überrascht, weil ich nicht mit einer so herausragenden Beratung gerechnet hatte.

Meine Ansprechpartnerin war Frau Lis, die trotz des stressigen Weihnachtsgewusels und einem stark besuchten Laden auf eine super freundliche Art auf mich zu kam und ihre Hilfe anbot. Obwohl sie optisch wie 29 wirkt, verfügte sie über eine beeindruckte Kompetenz und Erfahrung, da sie, als ich ihr auf meinem Handy ein Geruchsprofil des Parfums mit den Eigenschaften zeigte, nach ein paar kurzen Fragen genau wusste, welchen Duft ich suche. Aus über 500 verschiedenen Parfums hat Frau Lis innerhalb von 5sek auf Anhieb den exakten Geruch ausgewählt, den ich meinte. Wirklich 1:1 derselbe Duft. So effizient, einfach verblüffend.

Sie ist Leistungsträgerin, Heldin und ein Engel zugleich und passt perfekt in diese vorbildliche Filiale. Die Kolleginnen von ihr die ich erlebt habe, waren außerdem auch sehr freundlich und professionell. Ich hoffe das die Filialleitung dies tagtäglich zu schätzen weiß und regelmäßig anerkennt. Selbst wenn ich in eine andere Stadt ziehen würde, würde ich selbst dann, aus Prinzip, nur in diesem Geschäft einkaufen gehen, weil mich die Verkäufer als Kunden erobert haben.

Nachtrag: auf meinem 10h Flug nach Malibu habe ich der fremden 80 Jährigen Seniorin auf dem Platz neben mir von der Douglas Heldin erzählt, und trotz ihrer Demenz hatte sie einen kurzen Moment der Klarheit und sagte:"das kann nur Frau Lis gewesen sein!". Tatsächlich erzählte sie mir daraufhin, das sie als kleines Kind von Frau Lis von dem Ertrinken gerettet wurde. Ihr Enkel konnte dies bezeugen. An dieser heldenhaften und uneigennützigen Tat habe ich nicht den geringsten Zweifel, da es genau dies ist, was eine Frau Lis tun würde! Gott segne sie. I decided to visit this branch because I read very good reviews regarding the advice. My expectations were not only met, but far exceeded. Since I was looking for the most accurate possible replacement for a men's fragrance that is no longer produced, I was dependent on the help of the Douglas team and was very surprised because I was not expecting such outstanding advice.

My contact person was Ms. Lis, who, despite the stressful Christmas rush and a busy store, came to me in a super friendly manner and offered to help. Although she looks 29, she was impressively competent and experienced because when I showed her a scent profile of the perfume on my phone with the properties, she knew exactly what scent I was looking for after a few quick questions. From over 500 different perfumes, Ms. Lis chose the exact smell I meant within 5 seconds. Really 1:1 the same scent. So efficient, simply amazing.

She is a high achiever, a hero and an angel at the same time and fits perfectly into this exemplary branch. The colleagues I met were also very friendly and professional. I hope that the branch management appreciates this every day and regularly recognizes it. Even if I were to move to another city, as a matter of principle I would only go shopping in this store because the salespeople have won me over as a customer.

Addendum: on my 10-hour flight to Malibu, I told the strange 80-year-old senior citizen in the seat next to me about the Douglas heroine, and despite her dementia, she had a brief moment of clarity and said: "That could only have been Ms. Lis!" . In fact, she then told me that she was saved from drowning when she was a small child by Ms. Lis. Her grandson could attest to this. I have not the slightest doubt about this heroic and selfless act, as it is exactly what a Ms. Lis would do!...

Absolutely terrible service, especially disappointing as a longtime customer. I ordered online and reserved a product at a specific price, but in-store, they refused to honor it and forced me to pay extra. The cashier, loudly speaking in Italian, was rude and dismissive towards me (a person of color) while being polite and friendly to other customers, even offering them free samples—none of which were offered to me until I asked. She knowingly scanned my beauty card only after charging me, and I had to check the receipt to realize the points weren’t added. When I pointed this out, I had to waste time on a refund, which she handled with visible annoyance. Completely unprofessional and...