I am so shocked and disappointed with the lack of customer service. I have spoken to 4 different people today, and one agent lastnight and still my delivery is yet to be rectified. Each agent told me something different. I have been majorly inconvenienced and unsatisfied. I will not be recommending your services to any of my clients. Firstly, my package was damaged during dispatch (29 March) which is fine - accidents happen, however it stated estimated delivery 30 March and that was still fine. I reached out to your live chat last night ( 30 March as I had not received my package and saw that no further update had been added – which I found peculiar - and spoke with an agent through your ‘live chat’ option. I emphasised how urgent this product was to arrive for my livelihood and work, where I could now potentially lose a job over, and the agent assured me they had notified the courier of the urgency. I was happy with that and then received a message from an agent saying it would only arrive tomorrow. I then spoke with 2 different agents this morning (31 March) – and I was told that delivery would be tomorrow (1 April) even though my profile still currently says 30 March est delivery. I asked what time tomorrow and was told that a courier would be in touch about a delivery time. I was majorly disappointed with this after stating several times how urgent these products were and that the products were already 2 days late. I expected my package to become ‘priority’ delivery as I had been inconvenienced as the customer and became quite stressed about the situation. It was too late to order an alternative replacement from another website. When I told the agent that I did not understand why my new package would not be delivered today/the same day ( 31 March) as I had already paid for “next day” delivery and it was already 2 days late and after especially stating how urgent my products were. I was told by the agent that I only paid next day delivery and not 'same day delivery' – which I found completely inappropriate, and out of line to say to the customer when the product was already delayed after being damaged to no fault of mine and nothing was being done to rectify the situation. I then asked what the extra cost would be as I was willing to pay it immediately - (I even offered to collect the parcel myself or change the delivery address to be closer to the warehouse if necessary). The agent then proceeded to tell me that ‘same day delivery’ is actually not a service that you offer. Shocking. I would expect as a disgruntled customer who urgently needs your assistance that Lookfantastic would do everything in their power to keep customers happy and that you would arrange same day delivery somehow, no matter what it took after causing inconvenience and stress to avoid this escalation of unhappiness – losing me and many others as a customer, a terrible review etc. I was then asked if I wanted a replacement or refund after being told that the damaged one was being replaced which I found inconsistent with the information being relayed by agents and annoying as I had stated how many times that I urgently needed these products. I was then assured that a replacement would be on its way and arrive tomorrow – 1 April – by three of your agents. They all said 24 hours and by tomorrow 1 April. I stated that this would be too late for me but I was hoping that by some miracle – it would arrive in time. I was told that a courier would be in touch with a delivery time and had not heard anything all day. I reached out to the fourth agent tonight who said that the parcel will be with me in the next few days – I asked to clarify this as I was told several times – tomorrow. The agent stated that it could take up to 48 hours to arrive as the ‘next day delivery’ is only after dispatch which my new parcel has still not yet been dispatched. Disgraceful. Completely unacceptable. If I had been communicated with from Lookfantastic that there were some issues and delays then I would have made alternative arrangements and ordered ‘backup’ products. At this point, I don’t even know where the products are or when they will arrive by – my profile still states est 30 march which has already passed. I tried to ask twice for a customer relations contact number or email address, this was brushed off by one agent – the other agent said that someone would be in touch. I await to see if that really happens or not but I won’t hold my breath. I actually can't even carry on - the worst customer service possible.