Parfümerie Douglas GmbH & Co. KG: most-reported complaints
Automated analysis of 300 public Trustpilot reviews published 2017-05-14 to 2026-09-11. TrustScore 4.5 from 22,690 total reviews — see the Trustpilot page. Quick answer: is Parfümerie Douglas GmbH & Co. KG legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, with 97 out of 203 identified complaints citing this issue. Support challenges are also frequent, as 65 reviewers found assistance unhelpful and 63 reported being unable to reach support. Additionally, 26 customers complained about delayed refunds after returning items.
How to reach Parfümerie Douglas GmbH & Co. KG
These are the contact details Parfümerie Douglas GmbH & Co. KG publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0211168470, email [email protected], address Luise-Rainer-Str. 7-11, Düsseldorf, 40235, DE.
The company claimed its Trustpilot profile on 2019-03-28, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-24. Trustpilot ranks it 19 of 34 in Perfume Store. We last checked this profile on 2026-09-26 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.0★ App Store (1)
TrustScore over time
4.5 → 4.5 across 6 census measurements since 2026-09-10. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-10 (99%, 2.4d) · 2026-09-13 (100%, 2.4d) · 2026-09-16 (100%, 2.4d) · 2026-09-20 (100%, 2.4d) · 2026-09-23 (100%, 2.4d) · 2026-09-26 (100%, 2.4d).
Severity: 33% of this company’s 203 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (146 reviews record both dates).
Measured reply time: across 192 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 192 company replies to negative reviews analysed, 34% engaged with the specific problem and 49% were generic templates.
Review provenance: 84 company-invited reviews in the recent window average 4.69★, while 20 organic (uninvited) reviews average 2.10★.
63% of its 78 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 48% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 5,174 of this company’s 22,690 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about Parfümerie Douglas GmbH & Co. KG?
Delivery failed
97 reports · 48% of complaintsfalling“no money back after 2 months. This is a scam, plain and simple.”
The company replied on 2023-01-30: “Hello Dario, We can understand your irritation about the delay and we are very sorry that there was a technical error with the refund. We are again in contact with the payment service provider and…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“I ordered a parfume which I NEVER GOT!!!!”
The company replied on 2024-12-16: “Hello Mirela Tupkovic, We are sorry that there was a challenge with your order. Of course, in such a case we will arrange for an investigation to clarify the whereabouts of the parcel. However, we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I received a package without the expensive perfume I ordered.”
The company replied on 2024-02-16: “Hello Efi A, we are sorry that we were unable to give you any other feedback due to the circumstances. However, we assure you that we have carefully examined your case. Best regards Your team from…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unhelpful
65 reports · 32% of complaintssteady“I ordered a parfume which I NEVER GOT!!!!”
The company replied on 2024-12-16: “Hello Mirela Tupkovic, We are sorry that there was a challenge with your order. Of course, in such a case we will arrange for an investigation to clarify the whereabouts of the parcel. However, we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“My order never arrived but It was marked as delivered”
The company replied on 2024-12-27: “Hello Catalina Codreanu, We are sorry that you have not received your order. In such a case, we will of course arrange a postal enquiry, but we ask for your understanding that such a check may take…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“I was on the phone with a lady and she was so terribly rude when I could not understand her entirely, to the point she was huffing and puffing and screaming words I did not understand.”
The company replied on 2022-03-10: “Thank you for your feedback! We formally apologise that our customer service was unable to help you and that you had such a bad experience with us. We will forward your feedback to our customer…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unreachable
63 reports · 31% of complaintsfalling“I received an item and inside half of the cream was gone.”
The company replied on 2023-01-23: “Hello s. leo, thank you for your feedback. However, we are very sorry that we have given you cause for complaint. We can well understand your irritation. Unfortunately, we need more time than usual…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“no money back after 2 months. This is a scam, plain and simple.”
The company replied on 2023-01-30: “Hello Dario, We can understand your irritation about the delay and we are very sorry that there was a technical error with the refund. We are again in contact with the payment service provider and…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“Douglas sent me a used product and after two no the of emails and calls they never replied.”
The company replied on 2023-02-20: “Hallo s. leo, dass Sie Anlass zur Beschwerde haben bedauern wir selbstverständlich und es tut uns leid, dass wir Ihre Reklamation bisher nicht zu Ihrer Zufriedenheit lösen konnten. Wir haben Ihr…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
Refunds delayed
26 reports · 13% of complaintssteady“Today, Nov 26th I have no refund from them, even though they have received the item”
The company replied on 2021-11-26: “Thank you for your feedback, we are sorry that your return has not yet been booked. In order to check the reason for this, please let us know your order number. Thank you very much and best regards…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“I have been trying to reach Douglas store through emails 3 times asking them to either resend the package or get back my money”
The company replied on 2021-12-15: “Thank you for your feedback! We are sorry that you have not yet received your refund. We have already arranged this and we will check the situation again and get back to you soon. Your Douglas Team”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“got defective merchandise, I sent it back and they never refunded me”
The company replied on 2024-06-20: “Hello Valentine J,, thank you for letting us know the order number: We have already forwarded your feedback to our respective customer service representative so that they can get in touch with you.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Faulty product
26 reports · 13% of complaintsrising since 2024-04“I received an item and inside half of the cream was gone.”
The company replied on 2023-01-23: “Hello s. leo, thank you for your feedback. However, we are very sorry that we have given you cause for complaint. We can well understand your irritation. Unfortunately, we need more time than usual…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“Douglas sent me a used product and after two no the of emails and calls they never replied.”
The company replied on 2023-02-20: “Hallo s. leo, dass Sie Anlass zur Beschwerde haben bedauern wir selbstverständlich und es tut uns leid, dass wir Ihre Reklamation bisher nicht zu Ihrer Zufriedenheit lösen konnten. Wir haben Ihr…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“received a product half empty!!!”
The company replied on 2023-07-19: “Hello O.Gokce, thank you for your reply. We can see you ordered from our Italian Store/Shop and our Serviceteam was not able to help you. We are really sorry for the inconvienince caused and we will…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Refund refused
26 reports · 13% of complaintsrising since 2024-04“no money back after 2 months. This is a scam, plain and simple.”
The company replied on 2023-01-30: “Hello Dario, We can understand your irritation about the delay and we are very sorry that there was a technical error with the refund. We are again in contact with the payment service provider and…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“I received a package without the expensive perfume I ordered.”
The company replied on 2024-02-16: “Hello Efi A, we are sorry that we were unable to give you any other feedback due to the circumstances. However, we assure you that we have carefully examined your case. Best regards Your team from…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“didn’t receive any response, as it turned out later, they simply ignore all emails in English.”
The company replied on 2024-12-20: “Hello Daria, thank you very much for your feedback. We are sorry that the dispatch of the goods took a little longer. However, we kindly ask again for your understanding that delivery is only…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-13.