Perfumarias Douglas Portugal Reviews 122

Very good, never had a problem buying at the website.

Excellent prices!

Friendly staff with excellent service. They offer suggestions based on questions and focus their efforts on customer satisfaction. They may not have the best prices but, it's a store worth visiting.

⚠️ 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.
________________________________________
🇩🇪 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.
________________________________________
🇫🇷 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 have ordered a few items online. After waiting for delivery for more than a week and enquiring, where is my order, I have got a response, that the courier company has technical issues and they will contact them. Similar answer I was getting for all my other emails and phone calls, until I asked to cancel my order. The customer service confirmed that they have got a request, but upon checking my order status, I saw that it was not canceled at all. I sent a few more emails with request to cancel it, since I don't need the order any more, however, the response was repeatedly the same, that they will contact the relevant department and come back to me as soon as possible. Finally, what is absolutely awful, I got a email, that my order was delivered... I didn't get anything! This order was an absolutely disgusting experience, took lots of nerves, waisted time and money. This company is a fraud!

Good prices

FAB!!! Absolutely Fabulous!

a simple way of shopping on line and fidding exactly what i was looking for.

It was good and a fun experience

It's a store where I usually buy my perfumes, and I recommend it

I ordered a perfume from Douglas for my wife's surprise birthday present on the 13th of October. The order was placed 10 days prior to the birthday.
It should have been delivered within 5 days, so I had allowed plenty of time. On Friday the 20th of October at 12:44 I received a message from ViaDireta to say the perfume would be delivered by the end of that day - they never turned up.
The next day I contacted Douglas to ask where my order was. They just asked me to keep my eyes on my phone as their delivery partner would contact me shortly. It didn't happen.
Despite contacting customer services 6 times and receiving several messages and a phone call from them to say that the item would be delivered imminently the item was still not delivered. Tracking the item revealed a purported 2 attempted deliveries, one with a note against it to say unable to contact customer, dated the 9th of November. Just to clarify, I was told that the delivery partner (Viadireta) would contact me just prior to delivery, something which didn't happen and as we didn't leave the house on the 9th of November or the 20th of October when they had supposedly attempted delivery, I can only conclude that the delivery partner is lying.
After 29 days I asked for the order to be cancelled and for a refund (approximately 140 euros) to be issued. They agreed to issue the refund. After 4 days they have not as yet issued the refund. Their excuse is that the refund will be issued once the item is returned to their warehouse. I have never been in possession of the order so why should I have to wait?
Douglas and their delivery partner are absolutely awful at delivering a service. I won't be dealing with them again.
This is not the first review to highlight this type of issue with Douglas, so why aren't they sorting the problem out? Obviously their customers aren't important to them.

Update 3 August 2023: The product was collected and confirmed to be delivered to douglas on 26 July 2023. Rute at customer service as at 3 August advises they have sent it to the relevant department with no update nor any refund to date being processed. They have the product and 8 days later no refund.

regular customer. received an order with a sale item. it was delivered dry and with a finger print pressed into it. reported to douglas on date of receipt 21 July 2023. Received reply 24 July 2023 saying no other product available to replace it. Advised they sending a courier to collect the product and that refund will occur once it reaches their warehouse. courier called. stated i need to wait for them to collect between 9 am and 19h00. inconvenience seems to be placed solely in the hands of the consumer. i wont purchase from them again as its inconvenient that they don't appropriately check their products before sending it out causing a slew of inconvenience to the customer to rectify. unacceptable