Lookfantastic Reviews

Name: Lookfantastic
Address: Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire
Rating: 1.28

1.3 Rating 1,401 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,401 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 70%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Phone:

0844 249 5022

Location:

Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich
Cheshire
CW9 7RA

Write Your review

Tell us how Lookfantastic made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Lookfantastic 1 star review on 10th December 2024

120

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If I could give zero stars, I would. I placed an order on 05/04/20, due to be delivered 10-11 April. On 9 April, I was told the parcel has arrived at the local Hermes depot, but that was the last I ever heard. The delivery date passed, but given the coronavirus and Easter weekend chaos, I thought it was just delayed. On April 21 I still hadn't received the parcel or any updates, so I contacted Lookfantastic. Less than one hour after contacting them, I received an email from Hermes informing me my parcel had been delivered and signed for April 21 at 17:00. At the time the parcel was supposedly delivered I was home and no delivery was made. I checked with every member of my household and no one took receipt of or signed for an order. I explained all of this to LF. After that the ordeal began. LF made it my job to follow up and chase them time and time again as they delayed and dragged out the process. I had to fill out a Non-Receipt of Goods - TWICE, because the first time I didn't list every single non-delivered product. After the form was accepted, I was told there would be an investigation with the courier team that would take 3-5 days, after which I would be updated. 5 days passed, and again I heard nothing until I messaged them asking them to update me on the situation. It was then escalated to the Customer Relations Team who asked me again about the supposed delivery and again offered no resolution. I was told Hermes would get back to them in the next 7 working days and after that they would update me. Surprise: no update. Earlier this week I messaged them asking for a refund, after being patient with them I had had enough, and my message went ignored. I finally managed to get through on the online chat and have been told I will now be refunded in 3-5 business days, but I do not trust this company for a second to follow through. AVOID AT ALL COSTS, there are other places out there offering the same service and they are actually reliable. As a first time customer, LF you are incompetent, untrustworthy, and your customer service is appalling. Being told after every message how you "understand my disappointment" and are "sorry for the inconvenience caused" just isn't enough. This has been a nightmare from start to finish and I will never use your services again, and I will be warning as many people as I can to do the same. The worst part - I actually needed the products I ordered and will now have to find them somewhere else and reorder all over again.”

Helpful Report

Posted 4 years ago

“I ordered goods on 3rd May 2020, to date I am still waiting for my delivery. They use the worst courier service in Ireland Fastway, cheap. Can't get any response from either Fastway or Lookfantastic, they take your money and then will not acknowledge your complaint. Do not under any circumstances order from this company. I received a delivery from another company in the UK in less than a week. Yet 25 days later I'm still waiting.”

Helpful Report

Posted 4 years ago

“worst company i ever met.. it make me nervous after saw all the reviews. this company really a scammed company. i place order on 6 April 2020 but till now still those receive..those give them good comment must careful ..my first order is fine ..but when come to second order for this time is really freak me out..keep on message them but never reply or wait long time to get feedback. and give me nuisance answer ..i think i being cheated already.”

Helpful Report

Posted 4 years ago

“Bad service ever..i placed the order on 6/4/2020 until now (28/5/2020) still not get my stuff..Ask them about that and keep on give some irrelevant excuses and never try to solve customer problem.. send email but feedback need to wait a couple of days to get reply No tracking number and no courier service company info.. Or else i can go to check with the courier services regarding my stuff..”

Helpful Report

Posted 4 years ago

“I have placed an order with them 4 weeks later still not arrived and there customer service is rubbish all I get from them is they are investigating it there quick enough to take your money bit trying to get anything resolved is like banging your head against the wall STAY AWAY from them as they do not resolve anything and just flob you off all the time and that's when you get a response from them”

Helpful Report

Posted 4 years ago

“arrived in good time”

Helpful Report

Posted 4 years ago

“There is no cancellation. It is a scam in here. They don't allow you to cancel your purchases even though they said cancelation within 14 days. Wtf.”

Helpful Report

Posted 4 years ago

“Bad experience! Refund process is such a pain in the ass when your mail or parcel is lost!!! If you opt for the non registered mail you have no protection at all!!! if your item went missing and when you tried to get a refund it is such a pain in the ass. Their customer services is so slow with responds. Bad experience.”

Helpful Report

Posted 4 years ago

“Order 206177290 If I could give them zero stars I would. They took money weeks before item came and once it did was wrong product! I sent back same day 5 weeks ago and requested refund. Heard nothing despite sending 2 letter. No one answers phone and their log in to launch queries has never worked. If you need a refund forget it! I have reported to Trading standards and will now gi via a small claimant court and they will have to pay. They send me sales emails daily. You have been warned”

Helpful Report

Posted 4 years ago

“Placed an order on march received a texted stated the expected delivery on end of march ,but till may waiting still nothing ,left few message and asked to keep waiting and ended up they refunded my payment after 3 months”

Helpful Report

Posted 4 years ago

“Worst service ever!! Ordered their Kérastase Sulphate Free shampoo 4x now and EVERYTIME they send me the “Gentle” shampoo which contains sulphates. Every time!!!! It is not easy returning it either - it is labour and time intensive. You need to email them, send pics wait for the 100 questions asked and them they send you the returns instructions. Whereafter you need to rebox and return via the post office! Will never, ever order from them again!!!”

Lookfantastic 1 star review on 27th May 2020

Helpful Report

Posted 4 years ago

“Poor Customer Service. Placed an order on 20th April 2020 and I have yet to receive anything (27th May 2020). Customer Service team told me to contact them if I have not received anything by 23rd May. Contacted them once again but to no avail. Seems like a scam.”

Helpful Report

Posted 4 years ago

“ordered on 5th may have not received yet (26th may) unresponsive customer service where is my order????????”

Helpful Report

Posted 4 years ago

“Really pleased with the purchase. Ordered on the 11th of May and received on the 25th of May to New Zealand”

Helpful Report

Posted 4 years ago

“Extremely pushy and unpleasant experience! I asked for a cancellation of my order well before the date of dispatch and they refused it, whilst it says all customers have rights to cancel within 14 days. I cancelled it the same day and they have not accepted it, they pushed the order despite me not wanting it anymore as I found cheaper prices elsewhere.”

Helpful Report

Posted 4 years ago

“Had 2 fab orders for look fantastic now! The clearpay option is amazing! And both orders came the day after I ordered them! Safe to say I will be ordering again, such an convenient way to get my regular products for exactly the same price! And way more offers than at the shops! Got £25 off my first order with code VALENTIN-R5O”

Helpful Report

Posted 4 years ago

“I posted a comment on Trust pilot about the terrible experience I had with their CS and Tracie,their Customer Relations Executive, sent me an email on my account. 3 days later and still no clear response or update. They reply back to customer's comments just to seem that they are actually being helpful but the truth is they keep lying to their customers. This has been going on for more than 3 weeks now with no results. I am afraid I won't get my parcel either my money. Here is the proof: Sent by: lookfantastic International, 21 May 2020, 09:18 Hello Stefania, Thank you for contacting us about your recent experience with lookfantastic. We truly appreciate your comments and feedback you have taken the time to leave on TrustPilot. I am so very sorry to hear your order has not yet been received, I can assure you this is very unusual for this to happen. We have opened an investigation with the courier regarding the delay. For me to offer a resolution, please let me know would you like a refund or a replacement? We will continue our investigation with the courier to help to improve our future services. I look forward to you getting back to me so we can get this resolved as a priority. Kind regards, Tracie Customer Relations Executive Sent by: You, 21 May 2020, 09:39 Hi Tracie, I was offered the replacement or refund option once before and when I asked for a replacement I was then told that it is not possible. Can you please process with the replacement of my order cause I need the items ASAP? Because I am planning to leave the country soon. Thank you. Regards, Stefania Sent by: lookfantastic International, 22 May 2020, 11:01 Hello Stefania, Thank you for getting in touch to accept a replacement. This has been processed and you will receive a confirmation email as soon as the item is sent. Please refer to the confirmation email for estimated delivery timescales. If there is anything else that we can help with, then please let us know and a member of our team will be happy to help. Kind regards, Tracie Customer Relations Executive Sent by: You, 22 May 2020, 11:28 Hi Tracie, Thank you. Great. So you can confirm the replacement? Cause I received an email 3 days ago saying this: "Thank you for your recent order 215732535 and enquiry. We are pleased to confirm that your order has been sent or is in the process of being sent today. You will receive confirmation of this, along with tracking so you can monitor the progress of your order in an email shortly. " Yet, I did not received anything later after that. Also, I have still not received the refund for the next day delivery charges as I was told. Regards, Stefania”

Lookfantastic 1 star review on 23rd May 2020

Helpful Report

Posted 4 years ago

“Do yourself a big favour and do not shop with this company! I have spent over £300 stg and received nothing. I cant even get a reasonable reply, just 'we will get back to you in 24hrs,' or ' We are so sorry to hear that, let's get this sorted for you.' If you look through posts on Instagram you will see hundreds of posts from people that had experienced the same thing. I had ordered with this company in the past and never experienced what is going on now. Currently they seam to take peoples money and just don't fulfill the order! I have raised this with Instagram and I am going to raise it with the UK Ombudsman and directly with The Hut Gruop. Its fraudulent how they are currently conducting their business. It should not happen. To date I have not received any delivery”

Helpful Report

Posted 4 years ago

“"COWBOY COMPANY" Never had a problem before until now. Very disappointed with customer service. Must of spoken to five different women all giving me different advice. I purchased a product, they sent me the wrong item. So got in touch was told it wasnt a problem to send it back to them so they sent me a label they said they would reimburse me my money back for sending wrong item. So sent it back.They have blamed me now that the item returned back to them was damaged so would not be reinbursing me my money back. That also included the postage that I paid. I have asked for evidence of this? Maybe it was damaged in post?. Nothing from them!! This should not affect my statutory rights I should have my money back. Wont be dealing with all the conflicting confusing advice. These women obviously dont know what they are saying to customers. Good Luck but I won't be dealing with them ever again as they have kept my money and postage that I paid for. Awful people!!!”

Helpful Report

Posted 4 years ago

“SO BAD !!!! the delivery was SO late I never got the parcel it's been two months now. i contacted the service asking for where about my parcel is and i think it's lost because they asked do i want a new one or a refund and when i said i wanted a refund, i didn't get an answer from them and the live chat was disconnected and i couldn't contact them again. NEVER BUY FROM LOOK FANTASTIC. terrible.”

Helpful Report

Posted 4 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews