Douglas München Innovation Flagship Store — Local services in Munich

I used to be a huge fan of Douglas, however due to some problems with this store I am not willing to shop with them anymore - and suggest all my friends and everyone reading this to at least pay attention of what they are doing and charging when shopping with them, as if they make any mistake, they won't take responsibility for it.

Long story short, I made a purchase via app and returned the item on the store, however got charged by the store instead of refunded, then refunded of this charge only, and never of the return. Would be a petty issue to be solved, if not by the way I was treated in this store - now I don't trust Douglas entirely.

The cashier's mistake would be completely understandable, in my opinion, if she didn't try to hide it by telling me it was normal procedure to insert your card twice for a refund of an purchase via PayPal and, later on, her colleagues on the store to minimize the problem, in which I felt on a mocking tone, and making me feel like a real clown under this entire situation - it's been over a month, with 3 visits to the store, and no answer from Douglas on the issue, only promises that I would receive a call some day (last time was mentioned this call would happen until April 9th the latest). I honestly don't understand why they insist on a call, I would like to see the problem solved, and their answers in clear, written form. Via email I only received the information that "no return has been recorded on the system yet", however they cannot help.

I write this review undecided about what is going to be the end of this case, as I already lost hope of Douglas to solve it. As a lawyer, I wouldn't like to bring such small issue further, however as a customer I can say I am extremely upset with the entire situation, and now alert everyone I can that although we love it, to be aware when shopping...

Today, I had a very unpleasant experience while shopping at Douglas Kaufingerstrasse Marienplatz. I have been a loyal customer since 2019, but I felt deeply disrespected when I was wrongly accused of theft.

I approached a sales assistant to ask about a product because I was concerned that I had purchased the wrong one at another store. I showed her the product I had bought, and she informed me that it was not a serum but just a facial oil. She then showed me the correct product, and I agreed to buy it.

While I was asking for the price, the sales assistant asked me to wait and left for a moment. Shortly after, a security guard approached me. I was completely shocked, and I could feel everyone’s eyes on me. The security guard asked me to show the inside of my bag, and I allowed him to check everything. I also showed him the product I had previously purchased and provided the receipt upon request. He examined it for a long time, which made me very upset, as I was in a hurry. I then told him to ask his colleague—the sales assistant I had spoken with earlier—for confirmation. After doing so, they finally let me go.

This experience was extremely disrespectful. If you are going to accuse someone of theft, at the very least, you should ensure that the suspicion is reasonable. A thief would never approach a sales assistant to ask about a product in the first place. I sincerely hope you will take steps to improve your customer service and prevent this from happening to others...

My today’s visit started terribly with a sales assistance ar the perfume section (UG). She’s a brunette wearing her hair down to the waist length in a leopard maxi skirt, standing at the corner close to Prada paradoxe shelf. I approached her with my id in hand, asking to pick up for my click&collect order by showing the order in Douglas app with a normal tone in German even my German isn’t perfect. The response was she only wanted the confirmation email in a very unfriendly manner (because she can only see my order no. and my info there? I don’t know). My mistake was I opened my invoice email instead of that “confirmation” email because I thought invoice should be fine because I got it after my confirmation. Her response was “not this email” with unfriendly tone (again). So, I gave up on her attitude, rolled my eyes, and walked away only to hear her responding “Wie Sie möchten”. I asked her why is she treating me like this? - no response, only shoulder shrug, and looked away like a mean girl who peaked in high school. She’s the first bad experience for me with Douglas since ever.

On another hand, a staff at the EG Kasse was an angel even it’s really not her job to walk downstairs getting my order. Thank you and I hope the first staff...