Douglas Frankfurt Zeil

Dear Douglas Customer Service, My name is Alessander, and I am a Brazilian customer. On December 27, 2024, I visited the Douglas store in Frankfurt and made a purchase totaling €116.97. The payment was successfully completed at the time of purchase. However, on January 22, 2025, after I had returned to Brazil, I noticed that the same amount was charged again to my Wise account. This duplicate charge is causing an inconvenience, as it has left my account with a negative balance. Additionally, I could not find a direct email address to contact the store to resolve this issue. Therefore, I kindly ask you to verify this problem and assist me in resolving it. I can provide the original receipt and any other details you may need for your investigation. Thank you for your attention, and I look forward to your prompt reply.

I have been a long time customer here and always have a very good experiences. Today we bought almost 1000 euro before the discount. No staff at Tom Ford but luckily we had very nice lady from Douglas helping us, lady from Gucci were so sweet as well. Unfortunately all good things turned bad coz we wanted to buy the mascara from Bobbi Brown but no staff there so I asked the lady next counter ( morphe) if we can have the eyes lash cripper in order to try the Mascara, she said with a bad attitude’ please ask someone from Douglas coz she is not working for Douglas but working for the brand !!!! We were so shook!!! Like we spent almost 1000 euro for less than 30 min! How should we know if she not working for Douglas!!!! But at lest she can be polite not gave us such bad attitude!!!. As an ambassadors from Morphe I would never buy anything from this brand because of her!! I think if she don’t like the service jobs she should look for something else coz it is very bad for the boutique as a whole!

I shop at Douglas occasionally, I always buy my powders there, even though I don't wear much makeup. I understand that maybe my comment is not directly related to Douglas because I know that there are Douglas employees and those who only sell certain brands. But I believe that these employees must at least be polite. Today, 24.10. between 1:00 p.m. and 2:00 p.m., I came to the store with the intention of buying powder. I often change brands, so I hesitantly approached the corner where Giorgio Armani is because I read about their powder, although I didn't know exactly which one it was because there are several types. In addition to very inappropriately measuring me from head to toe, the employee rudely told me that she could not help me choose if I did not know what I wanted. Despite this, I politely showed her a picture of the powder I had read about on my mobile phone. She noticed the price of the item in the picture, which was about 30 euros, and immediately told me that the powder was cheaper there. Since the prices in the store are not clearly marked everywhere, I asked how much it costs in their store and she told me 60 euros. I was amazed by the big difference, I smiled politely and said that then I would have to order that powder online. She immediately moved away from me and cheekily told me that there was nothing to help me then, if I was interested in the shade of the powder, I should choose it myself. She just continued talking to her colleagues. I understand if it's the policy of the house, honestly I didn't even ask for her arrogant help, she approached me on her own, but today was a disaster.

I went to Douglas today to get something for myself for my birthday. The sales person at Dior and Mac were both extremely helpful and friendly, I got products from both these stores. The cashier lady however was rude and unhelpful. I told her that I didn’t bring my Douglas card and she said ok then just pay. She didn’t ask me if I have the app on my phone to collect points or offer anything to help. Later on I got another product from Laura Mercier and was served by another cashier who asked me for the app to collect the points. I asked if I can also collect points for my previous purchase (which was of a high value) and was simply rejected and I was asked to call Douglas hotline to sort it out with them. I pointed out that I was never informed that I could use the app and asked whether that could be processed via the cashier and was blankly rejected. What a pity that the brand ambassadors are so friendly and helpful but not the cashiers.

I ordered my makeup worth of 250 Euros. Order number’s last digits 4541547. I ordered online and went there to collect today around 18:30. It’s fascinating what is the point of ordering online if you have to get in the line to collect the collection recipt. I had to go downstairs pick up the box and then stayed in the counter more than 20 minutes to collect this Abholung Beleg. But this is not the worst part. I see from reviews your workers extremely rude. When i got to know i have to que in the line i was visibly annoyed, one of your worker from makeup room was telling me- she is also a customer and she also ordered online and its not a holiday seabeach, i should go in the line. This woman was telling me this voluntarily i did not talk to her or showed annoyance to anyone. I thought genuinely she is a customer like me. Then she quickly stepped aside and went inside your behind makeup room. This is how you train your workers!! Your worker is telling me she is a customer just so that she can be mean!! In every previous comments where people are saying your workers are extremely rude, you are saying you will reflect on these feedbacks, so what have you changed? But I believe the problem is deeper. Its a clear sign of incompetent and underpaid employees, who doesn’t really care if there get fired. I saw you are testsieger as top employer may be in the corporate sector, not in crm! I am going to raise this issue in all the platforms specially in Linkedin where i get to see a lot of positive posts about douglas as a top employer.

Absolutely terrible service….Most of the employees don’t even properly know the cosmetic products and are very unprofessional and unfriendly.

Dear Douglas, Please close your Shop if you can‘t attend you Customers. I was today in your frankfurt zeil Branch shop to buy a Perfume and wanted to try a specific Perfume which I couldn’t because the Bottle was empty. Immediately I tried to talk to one of your worker. But that Lady was extreme arrogant and rude. She rudely said that she can’t help because she is busy. I waited for her like 15 min looking that she was not at all busy but only gossiping with other colleagues. After 15 min I called somone else and she also ignored by saying that you call somone else. I noted that they judge people with their Outer appearance. Not only that they discriminate people by their Hair colour. i mean they are super friendly with blonde women and I can say that because they attended a blonde Lady very friendly and offered free samples deliberately. I mean really!!! You want to close you shop? One more question from where the hell these Ladies have learnt so much rudeness and insulting nature so perfectly? Dear Douglas, Knowledge about any Product is a very necessary quality of your workers but you should also see their generousity and humbleness before appointing them in your Shop. If I could, I would’ve given you -5.

I was there at bare mineral. One of the service ladies was so rude. I asked „excuses me“ and she asked me to wait and skipped me to serve another customer, who was NOT there earlier. No idea if she serves only Europeans but she’s rude. I had waited about 15 mins for buying their products. Another service lady saw me and told her to come to me or told her I was waiting. The rude one looked up and saw me. Then, she went to other customers. Until the slightly nicer one came to me, I was standing there, waiving my hand to the service people a few times. The cashiers are much nicer though....

I’ve been to this location many times over the past two years and have only had one experience in which I wasn’t treated poorly. Literally. No exaggeration whatsoever. While this location offers the best selection of cosmetic products you’re able to find in the city (heck, maybe even in the country >.<), the deplorable and downright rude customer service is literally a nightmare to endure. I refuse to spend a single cent more here or at any other location. I’ll either order online, from another retailer (not Douglas) or walk a couple stores up to Sephora. Go here only if you really gotta grab something ASAP and don’t mind being treated like a piece of poop on the bottom of someone’s shoe!

no customer rights, no attitude and no etiquette. a woman with black hair who worked at the Gucci stand (2-Sept-2021 around 3:30pm) I wanted to write her specific name but she was not wearing a name badge. She was chatting with her friend and wasn’t paying attention to the customers. I was looking at some lipsticks and no one came to help so i opened the drawer and started looking for the shade i wanted. the lady came and started telling me that i shouldn’t be doing that in a very disrespectful and rude way. She could have come to me and stated in a respectful way and i would have understood. She needs extensive training on how to treat douglas customers.