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1 Review 9 Complaints
- 1 out of 5
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Douglas overview
Many competing brands change their names, most of which design their products specifically for the USA but treat Canada as a secondary consideration. When we launched Douglas, We decided to focus our efforts on Canadian sleepers, first and first and foremost. Canadians developed, constructed, and tested Douglas right from the start.
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Many competing brands change their names, most of which design their products specifically for the USA but treat Canada ...Read more
Address
#630, 9707 110 Street NW Edmonton, AB T5K 2L9 Canada
Website
Phone
$ Monetary Loss
932
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3.75K
Wrong Mattress No Help from Support
We ordered a Douglas short queen mattress, but when it arrived, we realized they sent us the wrong oneโa regular queen that was 8 inches too long. We contacted Douglas support, and after a brief conversation, the rep suggested we repack the mattress and have a charity pick it up. The problem? We had already disposed of our old mattress, so we would be left without one. She also mentioned that the website we ordered from wasnโt recognized by Douglas, which didnโt make sense at all. Since the mattress didnโt fit in our motor home, we had no choice but to have a seamstress cut 8 inches off the length, which made the mattress protector and everything else no longer fit. We chose Douglas based on their good reviews, but this experience was far from what we expected.
Comfort and Support Didn't Last
Terrible mattress. I bought it in 2023, and by 2024, it felt like it was 15 years old. It caused me aches and pains Iโd never had beforeโneck, back, shoulders, and hips. The soreness would fade during the day but return after lying down for just minutes. I compared it to my old couch, which felt way more comfortable. I thought it was just me, but my partner felt the same way. After evaluating it, we realized the support layers had nearly flattened out, leaving us just on hard foam with no pressure relief or contouring. Support suggested a topper and gave us money toward it, but that didnโt fix the problem. Now Iโm stuck with a $767 mattress that lasted only 2 years, when I expected it to last at least 7-10 years. Itโs a complete waste of money, and now I have to search for a new mattress sooner than expected.
Misleading Trial Policy
This companyโs risk-free trial is misleading. I ordered a new Summit mattress for our king bed, using my husbandโs email (he bought the original mattress years ago). When I tried to return it due to a strong chemical smell and how uncomfortable it isโespecially with a baby in our roomโthey refused. They claimed it wasnโt eligible because of the past purchase, even though this was a new order, shipped to a completely different province. The VOC smell gave me headaches and nausea. Customer service was dismissive, and Iโm extremely disappointed. I wouldnโt recommend buying from them.
Order Sent to the Wrong Address
I ordered cosmetics from Douglas last week and made sure to enter the correct address. However, I later saw that Douglas sent the package to bpost, and bpost emailed me saying they would deliver it to a completely different addressโone that is very far from mine. I tried to update the address on bpost, but it wasnโt possible because they limit changes when the incorrect address is too far from the correct one. Then I saw they adjusted the address, but it was still wrong. Now, theyโve completely blocked any options to change the address or select a pickup point. I emailed Douglas, and they insisted they provided the correct address to bpost. But when I contacted bpost, they claimed they used the address provided by Douglas. This morning, I saw that the package was successfully deliveredโto the second wrong address. What can I do now? Have I just lost my money?
I've had excellent experience with this business
I've had excellent experience with this business. They deliver items in a prompt time and the items I ordered are exactly the ones I get. I enjoy the sample freebies also. I'll keep buying from the company. Why I'm not 5 stars is 1)not sufficient experience to evaluate long-term customer service 2)I did not have to speak with them, so I am not sure about their customer service will be such as.
The customer service was terrible
The customer service was terrible. I was able to return an item that was defective that they told me over on the phone that a refund would be directly deposited into my account when it is it was received. The item firstly was damaged and I'm not sure if there is another company who requires the item back because it's an item that was defective in its serial number. product? After that, I returned it after a few weeks, but I didn't receive my money back. I received the item on Douglas 27th July and it's today, August 29 It's been a long time! I've contacted them 10 times regarding the product. The people on the line were always saying that the refund was issued repeatedly, however I've not yet received the money in my account. I've tried calling again, and it took more than an hour for me to speak to someone (the telephone line will just stop when there are more than four customers waiting) and she said "yeah we're sorry for the delays that occur in the finance department, and there's no telling when the money will be transferred to your account. I'm absolutely scammed out of money. I've been a faithful customer for the past four years after I moved to the Netherlands. In the future, I'll never buy anything from Douglas. Ici Paris, beauty cult is stunning, Sephora, de bijenkorf will never provide customer service such as this.
I wrote customer service and they did not reply
I ordered a product, I got a tracking mail but the link didn't indicate that the parcel had been accepted by the shipping company. I contacted customer service, but they never responded. The phone number tried to be called but it is not working. .... Wonderful service...
They can be very unfriendly
They can be very unfriendly. Two small samples were sent. cosmetics companies do not know. More samples we receive and the more we buy. Because we get the opportunity to test the items. We are getting good sephora from you, Sorry Douglas! Don't ship the vriendenloterij that people placed an order from Belgium. The people who ordered it can't use it! It is possible to try something helpful! But this isn't working!
didn't receive any responses
I've placed an order for EUR160 which would have normally been delivered on Tuesday, but since I did not receive something when the tracking system arrived. I was waiting for a few days and then sent an email to Douglas customer service, but I didn't receive a reply. I tried to contact them again on friday, and attempted to get in touch via Instagram but didn't receive any responses! It's really unacceptable as an enterprise
We were not pleased with the service
I'm currently on a mattress for a couple of days. We were not pleased with the service provided by the satisfaction of the customer service. The company did not correctly provide shipping timeframes and delays. They gave me a generic response, and when I mentioned the problem, they advised me to cancel my purchase. So let's declare that I'm glad they offer a return policy as they'll receive the box with an enormous phallic representation of their business. It's a good thing that there are other brands non-owned by them since they'll get the amount of money that this guy has missed.