Lookfantastic Reviews

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

1.3 Rating 1,400 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,400 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

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Lookfantastic 1 star review on 10th December 2024

120

Anonymous

Anonymous // 01/01/2019

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“Made an order and paid using Laybuy. They cancelled my order but never refunded my original payment or inform Laybuy that they cancelled the order. And they are still collecting payments each week which will total £95! I have contacted them 8 times in 2 weeks with no help whatesover. No customer phone number so you are at the mercy of their text messaging service which is appalling as you have to wait potentially hours between replies and I keep getting told the same thing. They’ve supposedly escalated it to the finance desoartneby but yet I’ve heard nothing from them and had no refund either. Supposed to be a live chat but it’s not, it’s no different to sending an email. I’ve literally and no exaggerating, waited a full day for a reply between messages with an agent.”

Helpful Report

Posted 2 years ago

“I linked my Glossybox account to my lookfantastic account and used my credit from GB to pay for my first subscription order on LF. My order was for a subscription box, a free mystery box and a free dry shampoo (also with next day delivery) on 1/4/22. I received my free box the next day, albeit AWFULLY delivered by Evri, thankfully I saw the delivery email. I asked customer service on 4/4/22 about my order and that it had not arrived. I asked to cancel my subscription as I only wanted the April box as well. I have contacted customer service every day for the past week to find out when I am getting my box. I have been told I will receive a refund, I was also told they have none left in stock, I have received an email saying my box is delayed and I have also been told my subscription was cancelled so I won’t be getting it (yet I paid 3 days prior with next day delivery…). Honestly it’s been the worst experience and will be my last with LF. None of the customer service have a clue, every reply is generic and nobody seems to be looking into my issue. I’m appalled with how I have been treated and just hope nobody else has the same experience. I would definitely not recommend buying anything from LookFantastic. ”

Helpful Report

Posted 2 years ago

“Ordered 4 items and it took weeks to get 2 items.I had to open a paypal case for the other 2 items that went on for weeks. I never received blusher or mascara but they said i did, even though i had a email saying they had no blushers due to supply issues. Hermes had no tracking record but they never answered my queries or questions. Finally after about 3 months...i went on chat button on website and they refunded the 2 items but i had to argue for it. Its was the principle not the cost. Dont buy from this company. The parent company, The hut.com also have very bad reviews. Avoid and save yourself the stress.”

Helpful Report

Posted 2 years ago

“Do not order from look fantastic!!! Order never arrived and money was taken. Raised many enquires but all to no avail. All I got for 2 x months was generic automated responses.”

Helpful Report

Posted 2 years ago

“I have been ordering through Look fantastic for a few years and I was satisfied most of the times. Until the recent order, which was placed on 28th of February and todays is 31st of March and I still haven't received one item (elemis face cream) from my order, the customer service team is useless, and there is no contact number or call center. every time I send my email the different person replies and I have to type details ever and ever again, they told me to wait till 10th of April. Yes one month and 10 days to wait in 21st century to get an order. I don't believe them, they are scammers and just want to warn people NOT TO ORDER through them, yes their discounts might be tempting, however there is no guarantee you receive your order.”

Helpful Report

Posted 2 years ago

“I wouldn't shop with this terrible company ever again over 2 weeks I'm waiting on thems send some baby pick my return going g have post it my self il have pay postage. Just let people be careful with these there joke”

Helpful Report

Posted 2 years ago

“Ordered a bunch of products on Black Friday (late November 2021), some came weeks later, some where cancelled months later, some just didn’t arrive. Chased up with the company. Same old shpiel. It took over 3 months to get my products. 3 months. And when I wanted compensation for loss I was told the matter was referred to customer relations who would be in contact within 48 hours. Unless Lookfantastic has a different understanding of what 48 hours is…I’m lost. It has been over 3 weeks since.”

Helpful Report

Posted 2 years ago

“I ordered the Mother's Day Scent Edit box which included several good sized samples of fragrance. There was also meant to be a £55 discount voucher that was only redeemable against any of the sample fragrances included in the box. This was the major selling point of this product. There was also a Mother's Day Scent Edit 2 box for sale with a different, less desirable, (to me anyway), collection of fragrances which is why I purchased the first box. On receipt I checked the voucher and to my dismay it was for the second box with the rubbish perfumes and not for the one I had purchased. I have emailed Look fantastic 4 times in the last 7 days, only to be told that they'd passed my emails to Customer Support and would get back to me. The time frame given for a response to my query was 72 hours which they have not met. The whole selling point was this voucher which is useless to me as I don't like the fragrances I can redeem it agsinst. It's very frustrating not getting a resolution from the customer support and I feel very let down. You can tell a lot from a company with regards to how they deal with any issues and Look Fantastic has really not stepped up to the mark. I'm now wondering if I should just return the box but I don't trust them to process a refund if I do that. In conclusion, I've totally lost faith in them and will take my business elsewhere.”

Lookfantastic 1 star review on 25th March 2022

Helpful Report

Posted 2 years ago

“I never received two of my orders.And one of them was returned back to them saying it was a refund I never returned back the product because I have not received the product. Extremely disappointed Hope I will receive my money back.”

Helpful Report

Posted 2 years ago

“Lookfantastic sent me the incorrect item. I informed their customer service and I am expected to return the item myself, pay for postage (tracked if I want insurance) and wait to receive the item I originally ordered. Worst customer service I have ever experience.”

Helpful Report

Posted 2 years ago

“Never order from this company- I ordered Hair products in December- they continually changed the order status and never delivered the product when contacted to get a refund or my products- I was told they have a 40 policy that I should contact them to let them know I never received the product even though it shows on their tracking I never received the product. I searched the terms and conditions and could not find this policy - Terrible service and will never order from them again- and would advise the same to any Irish customers.”

Helpful Report

Posted 2 years ago

“I have been a loyal customer of Lookfantastic for years, spending a fortune with them every month. This year (not really sure what happened, maybe leadership or ownership have changed) the service has been really bad (orders getting cancelled and significantly delayed) But what happened recently is really fraudulent. My credit card (that was saved in my account) got 2 charged of £22 (total £44) and there were no orders placed. This happened March 5 2022. I immediately raised it with customer support and was reassured the refund would be made. Dozens of messages later, the refund wasn't made (it is March 20 now). The latest customer support person explained that they couldn't locate the order to make a refund. Clearly they cannot find the order, because it has never been placed. But I was just charged £44 by Lookfantastic. (see the screenshot). I am not even sure if I can get my ££ back because I am just been ignored. I will try to do the dispute with my bank (but it was a debit card, so not holding my hopes high up) Just wanted to let the public know to consider other companies for ordering your beauty products. As you can be a loyal customer for years and then you get charged for something you didn't buy.”

Lookfantastic 1 star review on 20th March 2022

Helpful Report

Posted 2 years ago

“Absolutely rubbish customer service, been trying to cancel a beauty box subscription and there is NO way to do it... they just keep sending the unwanted boxes and charging the card !!!”

Helpful Report

Posted 2 years ago

“I bought the olaplex n3 from a local shop and was grade.then I order it from look fantastic and it was terrible”

Helpful Report

Posted 2 years ago

“Keep off these scammers! Best to save your money and buy somewhere else!”

Helpful Report

Posted 2 years ago

“Trying to get money back from this company is impossible! Owed a refund since 9 months ago. Have spoke to their “customer service” department around 10 times and looks like I keep getting fobbed off to an imaginary team which is apparently looking into it. Genuinely the worst brand, they go against all consumer law and scam you!! Please avoid they are vile!”

Helpful Report

Posted 2 years ago

“Have ordered from look fantastic in the past never had a problem until now placed an order last week was told it would be here by Friday or Saturday received an email Saturday saying it was delayed surely they know why this order was for nearly £100 won't be ordering from them again”

Helpful Report

Posted 2 years ago

“AVOID! Purchased a gift subscription voucher to be delivered to the recipient instantly by email. It didn’t arrive. Gave them the benefit of the doubt and offered my personal email address. Again, nothing arrived. Money taken from my account and standard customer service responses saying ‘goods had been dispatched’ so a refund was not possible. This is contrary to both consumer law and their own ‘right to cancel’ policy. In trying to obtain the refund you become stuck in a loop of being fobbed off by customer services. Phone lines are 'closed' (the phone number provided on this site is 'out of service') and customer services refuse to give me either contact details for the team they have 'escalated' this to, or an expected resolution timeframe. This could have been resolved very easily: the customer service team only exacerbate the issue with their evasive responses. Still no refund made. Taking further action as I feel I have undoubtedly been scammed by Look Fantastic. Do not hand over a penny to this company.”

Helpful Report

Posted 2 years ago

“Hell company to deal with..dont go tbere, save yourself the grief & mental stress. Their inability to communicate, answer a simple question astounds me. Trying to get your money back after their mess up is impossible. Took my money and goods were not in stock..failed to inform me. Now trying to get money back is a nightmare. I WILL NEVER USE THIS COMPANY AGAIN, NOR WOULD I RECOMMEND. SO UNLESS YOU WANT STRESS IN YOUR LIFE..DONT DO IT. 1 STAR IS TOO HIGH. IM FUMING.”

Helpful Report

Posted 2 years ago

“Absolute joke! I have ordered something at the beginning of February and still waiting for my order. I have contacted customer service which was absolutely useless. I have asked them where was my order, but they weren’t able to provide any information. I was just told someone will contact me. After 2 weeks I have contacted them again, spoke to Demi-Lee on a chat, she said same shamble that they don’t know and someone will contact me. I have asked for my order to be cancelled as this wasn’t acceptable and I want my money back. She was very difficult to talk to and I have asked her to send me an email confirming this was requested. She said it wasn’t possible??? Then finally she did! Miracle! After another 2 weeks I have contacted them again! No one knows anything. Now they are telling me they have requested, although it was requested 2 weeks back??? This sounds to me like a fraud or they are struggling with money and not returning them back! I would NEVER EVRER recommend this company to anyone!”

Helpful Report

Posted 2 years ago

Lookfantastic is rated 1.3 based on 1,400 reviews