Lookfantastic Reviews

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

1.3 Rating 1,414 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,414 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 11th April 2025

124

Anonymous

Anonymous // 01/01/2019

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“Parcel not received. And their contact center is unavailable . Stay away at all costs”

Helpful Report

Posted 3 years ago

“I don't know how they leave this page operate lying people!!are there any structures who control this???all we have had the same bad experience!never received our parcel!!why nobody is taking any measures against this fraud company”

Helpful Report

Posted 3 years ago

“APPALLING My order arrived with one of the serums shattered into pieces and it made a huge gash in my hand and caused me to bleed and almost faint. I can’t stand the sight of blood and had to buy replacement presents as the items I ordered were contaminated. I took a picture and sent this to customer service straight away and closed the parcel and put it out of sight. I talked to a few people on the live chat and they were friendly and told me to wait 24-48 hours. It had passed this time and I contacted again today and was treated horrendously. I said I could not provide extra pictures due to the blood and I was told nothing can be done. I said that was fine I would return the entire order and I was told this wouldn’t be possible either and that MY RETURN WOULD BE PLACED IN THE BIN AND MY MONEY WOULD BE LOST. Those are the exact words “Millie S” from customer service used. I have now apparently lost my money and been left with a huge injury. After my family have spent thousands ordering from here, I am appalled. I am within my rights to send back my order and cancel my contract with you after you have sent me a damaged product and injured me. I will be escalating this further if customer services does not help. Do NOT order from here.”

Lookfantastic 1 star review on 7th February 2022

Helpful Report

Posted 3 years ago

“Two parcels ordered at different times never arrived. Customer services designed to fob customers off. Poor service and will not escalate complaints.”

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Posted 3 years ago

“I really can't be bothered to go into the whole ordeal I've had with this company. Do yourself a favour and avoid. They definitely pay for fake reviews on trustpilot and app store. Garbage company.”

Helpful Report

Posted 3 years ago

“They are a DISGRACE of a company. I ordered from them over €200 worth of stuff on black Friday 2021 and I am still awaiting products, February 2022. I have been in contact with them non stop to incoherent agents who never seem to follow the thread of communication and keep fobbing me off. I am furious with their lack of customer service and down right unprofessionalism. I will NEVER order from here again!! STAY AWAY FEOM HERE!”

Helpful Report

Posted 3 years ago

“Ordered an expensive perfume (100€) for my mom as a gift for her birthday. Ordered it on the 2nd of January, “shipped” the next day and due to arrive between the 7th-12th. Every time i checked the tracking link THEY gave me it said no reference of your parcel. Emailed them on 3 different occasions about this, I even gave them time to just ship it then and there but was told every time that my package had DEFINITELY been shipped and they couldn’t deal with my complaint until the 24th when it had been 21 days since it had been “shipped.” On the 24th I was given a digital form to fill out with the option of completing it electronically or printing it out. This sheet was to inform the police and delivery service of my missing parcel. Sent it back filled out digitally and was then told they couldn’t accept it because my signature had to be handwritten. Emailed them back saying That they had just told me I could do it electronically and magically I was given a refund after that. My package had never been shipped. They did not apologise or offer to send my parcel out again. They waited 21 days to deal with me just to refund me knowing it hadn’t been shipped the whole time. 24th of January and no birthday present for my mom who’s birthday was on the 9th. A joke. Had a friend who told me they had the exact same problem and that they just got a refund because their product was now out of stock after “definitely” being shipped. Worst company ever do not order from them.”

Helpful Report

Posted 3 years ago

“I have been a loyal Lookfantastic customer for years. Lately, the customer service and the whole experience has been absolutely dreadful. The first problem was -- I was waiting for one of my orders for more than a month, but they tried to to make up for it by giving me 20% discount. Which didn't work. When I raised the issue with the customer service they couldn't do anything about it, but they gave me a £5 voucher (which again, you guessed it, didn't work) The tipping point for me was today when i wasted about 3 hours trying to place an order but it wouldn't go through. I kept updating all my working cards, but it wouldn't make any difference. when again reached out for help, they told me to update the card (which I did many times; all of my credit and debit cards which work perfectly fine elsewhere, as a matter of fact, the payment went through just now on etsy with one of the cards) So, I am very disappointed and frustrated that i wasted so much of my time with them after spending a lot of money over the years!”

Helpful Report

Posted 3 years ago

“I ordered six boxes of hair dye. It was supposed to be delivered between the sixth and 13 January. It was. Package was completely empty torn apart. Post office left a sticker saying that package was delivered unsealed damaged and without content. I immediately went on the chat board, Talked to someone named Autumn, Explained the situation. No one told me I needed to send pictures or copy of the invoice, nothing. She said it would be 24 to 48 hours to see if I could get approved for a new package to be sent out so I waited. No email no nothing waited almost a week. I get back in touch with Autumn and she says oh yeah you’ve been approved your order has been sent. Great! I waited waited. Today I checked the mailbox and there’s a package… With one box of hair dye. So here I go again. I am told I need to upload a picture of the label. Thank God I kept the box. After numerous tries of trying to upload the picture which would not go through I am told that I need to download this PDF and it needs to be hand signed. I had surgery on Friday I can’t move let alone try to get this sent off . So I get back in touch with them again and this time it says chat is unavailable SMH 10 minutes ago I receive an email to check the message board. “Mary you will be HAPPY to hear that we sent your order out on the 15th and you should be receiving it any day.” I already told them God knows how many times today that I got the package and there was only ONE box of hair dye in it . How hard is it for employees to understand, to read an order invoice that literally shows how many boxes, how much I paid and the order number. Why would you send me one box of hair dye when I ordered six?! So tomorrow we are going to have to do this all over again. My last order before this one the box came completely torn apart but the hair dye was still intact. I wanted to give them a second chance because I like the product and the color is hard to find .You need to do better by your customer base, this is unacceptable”

Helpful Report

Posted 3 years ago

“I never received my parcel, trying to contact is extremely hard - live chat constantly offline & they told me on day 24 after delivery that they now need a further 10 working days to investigate - extremely poor customer service”

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Posted 3 years ago

“Never received my parcel”

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Posted 3 years ago

“Ordered 2 items on 20th Dec and paid for next day delivery. 2 items arrived but one was incorrect. I flagged immediately to customer service and asked for the product I had actually ordered to be sent out asap. Standard 'computer says no' answers follow from different customer service agents. Lots of instructions as to what I needed to do next to rectify their mistake (package up, send back, use this link, use this code etc) but nothing on what they were doing to get me the product I paid for. What they should've done is said sorry for the mistake, keep that product and we'll send you what you actually ordered. Instead lots of back and forth on their communication portal, wasting my time and theirs and wasted resources sending products back and forth. Perhaps if they took this approach they'd soon sort out their 'picking process' and get it right first time. One month later, they can't find what I sent back, they still have my money I don't have what I ordered!? AVOID - plenty of other places to get these items, not worth the hassle and stress.”

Helpful Report

Posted 3 years ago

“I ordered two orders from here totalling 200e and neither have been delivered a month on. Customer service is appalling - I have been told different stories from - I didn't select a tracked service, yet was sent a tracked number, the tracked number isn't recognised by FedEx, I was then offered a refund or replacement and selected a refund, I was then told the matter was being investigated by their courier department (which is very interesting given that apparently there is no tracking number!). There is a different person at the end of each email. I am appalled. AVOID AVOID AVOID.”

Helpful Report

Posted 3 years ago

“I had an issue with the delivery timing of my order. Contacted many times the customer service and I had always a reply. My order wasn't arriving and so we proceeded to a refund. The order arrived after that. I immediately offered myself to redo a payment and I was said that it wouldn't be needed, and I could take it as compensation for all the trouble. I was amazed! not many companies would care about the clients so well. Congratulations!”

Helpful Report

Posted 3 years ago

“Truly appalling. Having waited from November until mid January for my order, with zero in the way of support or action from customer service, it was only when advising them that I would contact Consumer Protection organisations, such as Watchdog that I finally received the goods. Avoid like the plague! If there was a zero rating, I would have given it.”

Helpful Report

Posted 3 years ago

“I have been sent products without me ordering them and ofc I have been charged without my permission. Be aware if you keep products in tour basked any time they can just send it to you without you actually processing an actual order . I got through to them hardly and they emailed me a return that wasn’t free . I had to pay for return and go through all the stress and que at post office . This is not normal ! I never want to shop from here again I had other bad experiences in the past where they haven’t dealt with when they sent me email to spend this amount and you get these free products etc but have never received a free product . I want to ask them to close my account with them I’d be too scared to spend my money here . There are other trustworthy beauty websites .”

Helpful Report

Posted 3 years ago

“The worst company I have ever bought from. They lie about delivering items and then refuse to refund you. Whatever you do do not buy from here, I am still struggling to get a refund for an order from December!”

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Posted 3 years ago

“Awful customer service it’s like they only work off of a script! I returned items for a refund which I paid for tracking and despite sending them all the proof of delivery and tracking receipts they still haven’t refunded after 3 weeks and I just get a sorry it’s not in our warehouse response Absolutely appalling way to treat your customers and I won’t be using again you’ve lost a customer of over 5 years”

Helpful Report

Posted 3 years ago

“Disgusting experience, est. delivery date is fake, tracking delivery can't be tracked, very poor customer service. Have no idea when I can receive my parcel, or never.”

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Posted 3 years ago

“Horrendous costumer service. Costumer service is unbelievable, if you buy something pray to be lucky and receive it, otherwise is like a war for you to get what is yours, you will be dismissed, they will tell you the refund is on the way, someone else will say it is not, you will waste hours trying to sort something that is easy, counting that the courier company has the items and it’s even said in the courier website that they do have the items stuck for some reason. There is no respect. They will treat you like you are a beggar while the only thing you want is YOUR money back!”

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,414 reviews