Trust Score 90/100 · 4 sources · 115,809 reviews · updated 16 Oct 2026
Douglas reviews
In short
Is Douglas legit?
Douglas holds 4.5 out of 5 on Trustpilot from 22,954 reviews, with 74% giving 5 stars and 15% giving 1 star. The App Store rating is 4.83 from 91,883 ratings. The Google Maps listing read here (Berlin Mitte) scores 3.9 from 972 reviews. Customers praise range, deals and store advisers. Complaints focus on customer service, returns, discount codes and a slow app.
Trust Score 90/100 from 115,809 public reviews across 4 sources, updated 16 Oct 2026. How we score
- Rating sources
- 3
- Ratings counted
- 115,809
As of 16 Oct 2026 · How we score
AI summary
Douglas holds 4.5 out of 5 on Trustpilot from 22,954 reviews, with 74% giving 5 stars and 15% giving 1 star. The App Store rating is 4.83 from 91,883 ratings. The Google Maps listing read here (Berlin Mitte) scores 3.9 from 972 reviews. Customers praise range, deals and store advisers. Complaints focus on customer service, returns, discount codes and a slow app.
- Friendly, knowledgeable store advisers. Customers describe helpful shade matching and product advice in branches in Vienna, Timmendorf, Berlin and elsewhere. Trustpilot
- Large range of cosmetics, perfume and brands. Customers call the selection a highlight of both the stores and the online shop. Trustpilot
- Fast, reliable online delivery. Several Trustpilot reviewers report quick shipping, good packaging and orders that match the description. Trustpilot
- Click & Collect is liked. Customers say a gift was ready in the store the next day, and some like paying on pickup. Trustpilot
- Good offers and loyalty perks. App Store reviewers mention good prices, regular customer discounts and a simple, easy to use app. App Store
- Customer service problems. Trustpilot reviewers report unanswered emails, repeated contacts over weeks, generic standard replies and one rude phone adviser. Trustpilot
- Returns and refund disputes. Customers report slow returns, a return label that post offices would not accept, wrong charges after returning items, and payment reminders after a refused delivery. Trustpilot
- The app is slow and unstable. Many App Store reviewers report freezes, crashes, lag and phone overheating. Google Play reviewers report login failures, although those reviews are older. App Store
- Discount and promo codes often fail. Customers report codes that are rejected or conditions that are unclear, in the app and on Trustpilot. App Store
- No free samples or gifts. Several customers with large orders say samples or promised gifts were missing, and Douglas says samples are not guaranteed on Click & Collect orders. Trustpilot
Summary written by AI from 109 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.5 / 5 | 22,954 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 91,883 | 16 Oct 2026 |
| Google Play | No star rating | 4 | 16 Oct 2026 |
| 3.9 / 5 | 972 | 16 Oct 2026 |
Delivery, returns
and support
How is Douglas delivery?
Most delivery comments on Trustpilot are positive, with customers reporting fast shipping and good packaging. A few serious cases exist. One customer reports a parcel worth over 430 euros arriving opened and empty, and another says an order went to an old saved address instead of the store. Click & Collect gets good feedback, though one App Store reviewer finds its shipping cost display confusing.
How do Douglas returns work?
Returns are a weak point in the Trustpilot sample. Customers report slow processing, a return slip that no post office would accept, and charges for items already sent back. Douglas replied that it sees no general return delays. The App Store and Google data say little about returns.
How is Douglas customer support?
Support gets mixed feedback. Some Trustpilot reviewers praise good customer care. Others report no reply after two emails and a call over four weeks, standard replies that miss the question, and a rude phone call. One App Store reviewer says the support and the AI bot did not help with a code problem. In stores, adviser behaviour is praised in most reviews, but a few Google and App Store reviewers report rude or dismissive staff.
How is Douglas quality?
Little is said about product quality. A few Trustpilot customers say products arrived as described and in perfect condition. Complaints are about wrong prices, wrong items sent or missing stock rather than product quality. One reviewer says some products cost more than at a drugstore, and another says everything is expensive.
What customers say
about Douglas
Mega Schnelle Lieferung. Habe erstmals via Internet bestellt. Danke!
Ich habe 2 Emails geschrieben und einmal angerufen. Alles innerhalb von ca. 4 Wochen.
Douglas ist die instabilste App, die ich auf meinem IPhone installiert habe.
Ich finde die App richtig gut. Man kann in Ruhe stöbern oder gezielt suchen.
Praktisch, dass Chick und Collect möglich ist, aber es ist lächerlich, dass man nicht für kostenlose Samples oder Gratisgeschenke infrage kommt.
Amazing customer service, and a great variety of products and brands.
Questions about
Douglas
Is Douglas legit?
Customers report that Douglas is a real, established retailer. Trustpilot shows 4.5 out of 5 from 22,954 reviews and the App Store shows 4.83 from 91,883 ratings. About 15% of Trustpilot reviews are 1 star, mostly about service and refund problems rather than fake products.
How long does Douglas delivery take?
Customers report fast delivery, and several Trustpilot reviewers call it quick and well packaged. The data gives no exact delivery times. Click & Collect orders have been ready in a store the next day, according to one customer.
Can I return Douglas products?
Returns are possible, but several Trustpilot customers report slow processing, a return label that was not accepted, and charges for returned items. Customers who had these problems say they needed several contacts with customer service.
Does Douglas reply to bad reviews?
Yes. Douglas replied to 100% of the Trustpilot reviews read, in a polite and formal tone. For complaints it usually says it rechecked the case and often found no fault. On the Google Maps listing about 40% of the reviews read had a reply, and Google Play had none.
Is the Douglas app any good?
Opinions are mixed. The App Store rating is 4.83 from 91,883 ratings, and many short reviews are positive. Written reviews often report lag, crashes, failing discount codes and weak search. Google Play has only 4 reviews, with login problems.
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