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

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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

“Never received my product. Its been two months now. Since past two months, its under shipment... Never try using this website. They are theives.”

Helpful Report

Posted 4 years ago

“Oh my! I wish I could give 0 stars to lookfantastic. First of all, if you have ordered something and then in a minute changed your mind, you cannot cancel their order. They essentially force you to wait for your order to arrive and then send it back. Well, you probably think it’s not too bad, just a post office trip and you are done and dusted. But hell to the no, you will have to chase your money. Asking them million times for a refund (I didn’t get it yet) and being fed stories that they are processing the return. Absolute trash. All reviews on TrustPilot are fake. It’s probably one of the KPI’s for their customer service: to write a couple of positive reviews every day. Cause the Hut Group is a bunch of crocks.”

Helpful Report

Posted 4 years ago

“I ordered total of 13x OGX shampoo & 3x conditioner with LOOKFANTASTIC 20 days ago. The Price was per item AED23.05 . They charged me AED368.80 and sent me an information that my order is on its way. The WEIRD part starts from here. I have received small box with 3 items in it (2 shampoo / 1 conditioner) .After first delivery, i received another information that second party will arrivie on 28th of OCT. However it never came. I have called their customer service , sent them an email so many times (4/5 times) First they informed me that my order will be send shortly there is a delivery issue miss communication whatsoever . And then they informed me that the items which i ordered OGX shampoo (BRAZILIAN KERATIN SMOOTH) is out of stock and they dont know when it will be available . They offered me couple of time to cancel the order and refund the money back. However i informed them that i can wait . I dont want to cancel. Yesterday without asking or informing me i received an email that LOOKFANTASTIC canceled my order any will refund my money within 4 to 5 working days. I was shock. Moreover THE FUNNY PART IS , this morning (the next day) i was searching for the same item and guess what!!! They have it available in their website with the price tag of AED34.95 SO after all these false information or forcing me to cancel my order , (BECAUSE IT IS OUT OF STOCK) how come the very early next day less then even 24h it is available.... What kind of service is that . If you cant effort to sale it from AED23.05 why do you advertise it from this price. and why do you charge them ,sending an amount which you like and cancel it whenever they want.”

Lookfantastic 1 star review on 5th November 2020

Helpful Report

Posted 4 years ago

“I purchased Beauty Chest on Lookfantastic website few weeks ago. Hours after I've placed my order, the Chest becames out of stock, and I had a snicky suspition that my order will get cancelled. It got cancelled few days later. It would not be a problem, but in order to get £15 off the chest I have also sing up for beauty box subscription. Since I wasn't getting the full order, I wanted to cancel the whole thing. It wasn't easy, let me tell you. It took countless emails to get subscription cancelled. What's really annoying, they wouldn't let me return October box, even though it was unopen, as website stated that this item is non-refundable. Dear Lookfantastic, a news flash for you, your website also said that Beauty Chest was in stock, but that want't true, was it? Nevermind, I am sure, Cult Beauty will be more than happy to take my money. Be sure to enjoy that £14,50 you have forced me to spend on your website.”

Helpful Report

Posted 4 years ago

“The delivery was mis delivered to an incorrect address. I followed this up with Royal Mail myself as all look fantastic customer service did was suggest someone else in my house or a neighbour had taken delivery. They said in order to sort it out I had to fill in the pdf file. As I don’t have adobe acrobat I couldn’t complete it . What kind of system excludes anyone of claiming refund or replacement just because they haven t got an expensive bit of software. Appalling customer service and no common sense”

Helpful Report

Posted 4 years ago

“Item arrived over 2 weeks late and was damaged. I would avoid using look Fantastic or the hut group in general really as their customer service is always appalling, replies are always just generic and dont give you any real updates as to why your items havent arrived. After waiting over 2 weeks past the expected delivery date I finally received my item only to see it was damaged.”

Helpful Report

Posted 4 years ago

“First they forgot to send me the free gift which I purposely bought more to qualify for.. the shipping was express but was late anyway.. on top of this, one of the products they sent had a faulty pump.. attempts to solve this led to an unsatisfactory resolution.. never ordering from them again.”

Helpful Report

Posted 4 years ago

“This seems to be a theme. Wish I had read reviews before ordering. Ordered a lipstick, which surely should fit through any letterbox. As I did not receive it I cannot vouch for size of packaging. No live chat available on website, you send a message and it comes back,” it says it is delivered” well it wasn’t, “ was it delivered to neighbour?” Well no I have already told you I was in my front garden at the time it was supposed to be delivered. No one delivered to me, anyone in the house, next door. When will I get replacement? No response. I will avoid look fantastic and I advise you to avoid them too. Terrible customer service, no refunds.”

Helpful Report

Posted 4 years ago

“This seems to be a theme. I ordered a lipstick, surely it could fit through a letterbox, although I was gardening and no delivery was received. Customer service just says was it delivered to a neighbour or someone else in the house. Er no why would they walk past me to deliver to someone else? Appalling, no sign of refund, tiresome as I am left to ring Royal Mail myself, no refund and no lipstick. I will avoid look fantastic at all costs and advise you to do the same.”

Helpful Report

Posted 4 years ago

“My husband paid for next day delivery - they have clearly advertised on their website their delivery promises and, as of today, they have said that there are no delays due to Covid. We received no email providing a receipt of my order, as promised on the website, but we did get notification that our order was with their courier. We then got a message from Look Fantastic, at the end of the delivery day...when our parcel clearly had not arrived...stating that there had been a delay and that tracking details would be available within 24 hours. How does a delay in delivery PLUS a further 24hr delay receiving a new update meet their obligations as promised on their website - the service level which encouraged my husband to spend extra money for next day delivery? We have chased my delivery twice and today we were told that there is a delay...no, really?... and that it would take another 48 hours to them to receive a response from their courier providing an update. We asked that they re-send my package as they offer next day but that, apparently, had to be 'put through' for discussion! It's also very interesting to note that no complaints have been responded to on this site whereas positive reviews have been responded to with thanks. What does that tell you about their customer service?!”

Helpful Report

Posted 4 years ago

“Worst customer service ever!!! The website is fine and i really dont mind the "at times" delayed deliveries. But talking to their customer service is a nightmare! So naive.. so unprofessional! Just worst! Been a month since i raised a refund query.. the guys at LF just keep going in circles with the most vague and uninformed responses. I had to beg them to see the message history before writing back.. but no! I keep going back and forth with it! Arghhhh.”

Helpful Report

Posted 4 years ago

“i ordered items for 100 euros i ordered items for 100 euros, they didnt delivery and they didnt refund. they just say sorry :D they steal and scam, they say they sent the order but nobody have never seen the package anywhere when i want refund they dont care, so they keep products and your money. you get nothing. please dont shop here, take the money you want to spend on this side and throw away from window. it will have same sense i received message, that they offer refund within 40 days so how I said, i dont have products, i dont have money back. they keep everything. This company make me sick, I cant understand how they can sleep at night. they just pretend they are serious company but they are garbage. Because my order had to been sent to united emirates, and the borders were closed because of corona virus i didnt know when to expect my delivery, nobody has not contacted me till now. so this company just used this covid situation and didnt send anything and then just kept money. wow”

Helpful Report

Posted 4 years ago

“Having read through those reviews I am glad to see i am not the only one. Customer service is terrible, I had someone tell me one thing, then when I came back with it another person told me that I couldn't have been told something like that and I said that it is ridiculous how big of a miscommunication there is between CS advisors they replied "I'm sorry you feel that way. Is there anything else I can help you with?" Always postponing the resolution of issues. Honestly, having to talk with their customer service ruins my mood. Sent me faulty product too, which is not cheap. Save your time and buy somewhere else. Lookfantastic is a bunch of jokers.”

Helpful Report

Posted 4 years ago

“They have the worse customer service. Goes back and forth to nothing. I will never ever buy from them again. Thieves”

Helpful Report

Posted 4 years ago

“Most awful customer experience I have ever encountered in my life. Delivered a parcel 12 days late when I paid for NEXT DAY delivery and would take no responsibility. I would definitely AVOID at all costs!”

Helpful Report

Posted 4 years ago

“All I can say if 'a bunch of thieves'”

Helpful Report

Posted 4 years ago

“BE AWARE OF THIS COMPANY-- they are dumping you secondhand, unsealed, used products (see the item arrived arrived with filthy/grease all over) and then offer to 25% of a partial refund to force you to keep damaged items. Despicable to send this kind of product to customers during this pandemic crisis. The full refund of the damaged, faulty items are their way of showing a gesture of goodwill which is absolutely nonsense. Took weeks of resolving issues, no compensation nor sincere apology. AVOID !!!”

Helpful Report

Posted 4 years ago

“Very fast and efficient seller until you have a problem. Takes ages for them to sort out, if they ever sort it out. Unreliable! Only good when things are smooth. Definitely not what online shoppers are looking for. Reliable worth’s more than cheap price!”

Helpful Report

Posted 4 years ago

“Been a customer since some years back without any issues other than slow delivery. But recently they changed the way they package their parcel so one of the product I received was damaged. They dont honour the damage and refused to refund. I took it to PayPal which they say I need to return the item at my own expenses. After talking to their customer service team for 2-3 months, I managed to get my refund. But it’s such a painful process, I dont think I will be getting anything from them again.”

Helpful Report

Posted 4 years ago

“I was a new subscriber to the Beauty Box. They were offering a promo discount of $20 off the Advent Calendar for new subscribers. I applied the code and saw the discount lowering the price to $90 but ended up being charged the full amount. I contacted them immediately and was told to expect the refund within 3-5 days. After 6 days I was told the had refunded which was not correct. Online chat told me they would refund right away. Again, no refund. My most recent response from them (10/14) told me they would investigate and reply within 72 hours. At this point it has been over 135 hours. I even contacted them 2 days ago, no reply. Overall I've been waiting for 17 days. Also, the free gift I qualified for when I purchased shows a full size product. What I received was a sample size packet which was wastefully shipped in a cardboard box by itself!”

Helpful Report

Posted 4 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews