Review summary
Customers frequently praise the friendly, helpful, and professional staff, as well as the promptness and quickness of service. The shopping and pre-order processes are described as easy and smooth. Many also appreciate the good variety and attractive offers, and value the convenience of home delivery when available. However, some customers have experienced inattentive or uninformed service, delays in order resolution or delivery, and problems with finding or receiving orders. There are requests for clearer pickup instructions and disappointment regarding the discontinuation of home delivery. Some also mention limited selection or discrepancies between online and in-shop availability, along with unclear pickup locations or product mismatches.
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Reply from heinemann-shop.com/en
Thank you so much for your wonderful feedback!
We're thrilled to hear that our service makes your travels easier and more convenient.
We truly appreciate your support and look forward to serving you again soon!
Verified
Eine nette Betreuung und tolle Beratung bei vielen Fragen außerhalb der Vorbestellung...danke.... gerne wieder
Reply from heinemann-shop.com/en
Vielen Dank für Ihr wunderbares Feedback und die großartige Bewertung!
Es freut uns sehr zu hören, dass Sie mit unserem Service zufrieden waren und Ihren Besuch genießen konnten.
Verified
Great service at pickup. The instructions to find the specific shop (near gate xyz) are useless. Don’t include a standard map, give specific instructions.
Reply from heinemann-shop.com/en
Thank you for your feedback and positive rating.
We will forward your feedback to the team.
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
Schnell und einfach. Habe ein Parfüm, das ich in keiner normalen Parfümerie finden konnte, hier innerhalb von ein paar Tagen bekommen.
Reply from heinemann-shop.com/en
Vielen Dank für positive Bewertung!
Es freut uns zu hören, dass Sie bei uns Ihr Parfum finden konnten!
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
I had some issues with my previous order. The person who solved the problem (phone calls, emails) was dismissed by the company so, no-one knew about the solution. I t took literally one hour to get to the end (not to solve the problem). Thank’s god I arrived earlier to the airport and it was not a hassle to catch my plane…Btw my membership card or number is useless…
Reply from heinemann-shop.com/en
Thank you for your rating.
We would like to hear more about the order and issues you encountered. If you like please send an email to the customer service team service@heinemann-shop.com
Verified
Professional personnel
The stuff was very kind and helpful. The 2 employees from Customer service was very helpful regarding how to use my benefits as a member and also help me with my shopping. Thanks to Ms. Cristine Jung and her collogue.
Reply from heinemann-shop.com/en
Thank you so much for your kind feedback!
We’re delighted to hear that our team was able to assist you with using your member benefits and make your shopping experience easier.
We look forward to welcoming you again soon!
Verified
Everything was perfect.
Reply from heinemann-shop.com/en
Thank you for your feedback and review!
We are pleased to hear that you are satisfied with our Click & Collect service.
Verified
I only mention the negative things; my order wasn’t found…I was pushed to be part of the loyalty program. After cca 10 min it turned out that I already am….one of the ladies said: “give him a gift”. The other one answered “he bought drinks”….all of those show no professionalism… other than those the ladies were kind and polite
Reply from heinemann-shop.com/en
Thank you for your feedback.
We’re sorry for the confusion regarding your Click & Collect order and the loyalty program, as well as for the unprofessional situation you experienced.
At the same time, we appreciate your kind words about our team being polite and friendly.
Nonetheless, we hope to welcome you again soon.
Reply from heinemann-shop.com/en
Thank you very much for your positive review!
We’re delighted that you were able to make use of our home delivery service – especially for larger purchases, it’s a convenient solution.
We’re happy we could make your shopping experience a little easier!
Verified
It was not clear which one of the shops I was supposed to pick my order up from. I was successful in the third one I tried. Maybe a bit more specific information on the order email would be helpful?
Reply from heinemann-shop.com/en
Thank you for your feedback!
We’re sorry to hear that the pickup location was unclear and that you had to visit several shops.
Thank you for your patience, and we hope to offer you a smoother experience next time.
Verified
Attractive offers and coupons on great products
Reply from heinemann-shop.com/en
Thank you for your feedback and top rating!
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
The salesperson initially didn’t apply the existing discount codes, so we would have ended up paying almost 100 euros more due to their inattention.
However, they later corrected the mistake, and the refunded amount appeared on our card very quickly.
I think a bit more attention in such cases wouldn’t hurt.
Reply from heinemann-shop.com/en
Thank you very much for your feedback.
We sincerely apologize that the discount code wasn’t applied initially.
We're glad the issue was quickly corrected and the refund was processed promptly.
Verified
Good prices and from time to time I receive discounts, plus, very important, I have the guarantee of not buying fakes
Reply from heinemann-shop.com/en
Thank you for your great feedback!
We’re delighted that you appreciate our fair prices and the discounts we offer from time to time.
We look forward to welcoming you again soon!
Verified
Reply from heinemann-shop.com/en
Thank you for your great review!
Verified
Reply from heinemann-shop.com/en
Thank you for your positive review!