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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”

Helpful Report

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.”

Helpful Report

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

“The worst cosmetics website I've ever experienced. Please use another website people or you will end up being disappointed.”

Helpful Report

Posted 3 years ago

“Ann Dublin I really hoped I would be able to give a good review as I purchased a number of items in December with no problem. However having waited for nearly 4 weeks and numerous correspondences with customer service I realise they are doing nothing to sort my complaint. I received a Murad eye cream with a pump action applicator which I thought wasn’t working. I now suspect the container is empty. Eventually they agreed to replace it however I never received the replacement although they say it was delivered. There is no record of this replacement order on my account. If this happened in a local store it would have been sorted weeks ago. Please be aware if you use this site that the customer service is appalling. I’ve given up on them now it’s just not worth the hassle.”

Helpful Report

Posted 3 years ago

“I would not even give them 1 star. This company has awful customer service so when they can't deliver an item you have already paid for you end up waiting weeks for closure if you even receive the item. They have different customer service people on their message each time and you never get the same person twice. I have spent almost 1000aed on a product that shows it is in stock and will have fast delievery however still no item. I even got a response after I challenged them to say I would have to wait another 2 weeks! Do not trust this company, the phone number doesn't even work and the customer service is script written robotic and extremely poor. After asking friends apparently I found out that this company has a bad reputation and I will never use them again and will open a complaint in order to make sure that others are not swindled out of their money. Awful”

Helpful Report

Posted 3 years ago

“AVOID THIS COMPANY DO NOT BUY FROM HERE. They will take your money will not deliver goods and will not refund you unless you apply for a chargeback with your bank . The same thing happened to me and funny enough they have no telephone number to call and speak to customer service and it’s cheaper to buy the goods direct at the perfume shop . Please read all the reviews and do not buy from here”

Helpful Report

Posted 3 years ago

“I have been buying off LF for a long time, but no more. I ordered Christmas presents for my friend in November never arrived asked numerous times for a refund. Same rubbish message back from them each time which has been x 7. So I'm afraid you have lost my custom LF.”

Helpful Report

Posted 3 years ago

“Terrible. I would avoid this company at all costs. Ordered an item however it was never dispatched as it was out of stock. Requested a refund for weeks now however keep getting told it has been passed to another team. Customer service is none existence and just generic responses. Do not order from this company! STILL NO REFUND RECEIVED.”

Helpful Report

Posted 3 years ago

“AVOID at all costs. They're definitely misinforming their customers regarding delivery times. I ordered skincare from them and expected promised 4-7 days delivery but nothing comes up on the tracking link yet and its already been more than 7 days after I ordered. I expect for order not to arrive and etc as after contacting Cs I'm already getting the standard copy paste replies so I think I'll have similar issues to the previous posters. Leaving a review now in hopes that potential customers who might be shopping from them see this and take their business to a decent company and not this bunch of scammers.”

Helpful Report

Posted 3 years ago

“Don't order from this website. Customer service is a joke.In 1 day I get reply from 7 different .The same answer all over again instead of check when my package was sent @”

Helpful Report

Posted 3 years ago

“Avoid this company I bought an Item and the offer was to get free Item with it, I received the Item I paid for and without a notice they canceled the second Item !!! Don’t trust their offers don’t buy from them they cheat people !!”

Lookfantastic 1 star review on 10th January 2022

Helpful Report

Posted 3 years ago

“Avoid this Company like you'd avoid the plague. Placed an order early December plus fee for tracking. Late December got a response the order had been damaged in transit. Still awaiting a refund. Cannot track my order; cannot speak to a humanoid. I'd give them a minus or zero rating but minimum is 1 star unfortunately. AVOID this company or be disappointed.”

Helpful Report

Posted 3 years ago

“I placed an order worth over £250. When the items arrived £178 worth was missing. I messaged lookfantastic about this, they informed me I had to sign a form to say I definitely had not received the products so I did. Then they asked me to take a picture of the label and the box so I did. They then asked me if there was any damage to the parcel I said yes there was slight damage underneath. Because of this answer, they have closed my account and refused a refund! I’ve been a loyal customer for a couple of years and to be treated this way is disgusting, they are implying I’ve taken the products and I’m making out I have not received them. I get that people do do this, but I have no reason to lie and I think it’s over the top to close my account. So I’ve had to open a new account and order the items again! Not happy. Will be ordering from cult beauty from now on.”

Helpful Report

Posted 3 years ago

“I am a customer since 2016, and have to admit, the company's service is only getting worse over the years. Have a missing product in my order reported on 08.12.2021, have been promised a replacement - so, today is 06.01.2021 - no any mention of it, neither any information from the company. Would recommend to AVOID.”

Helpful Report

Posted 3 years ago

“AVOID AVOID AVOID ORDERING WITH LOOKFANTASTIC. I placed an order of Christmas gifts with LOOKFANTASTIC 20/11. I placed a further larger order 25/11. After the first order hasn’t arrived I made contact with them 30/11 to find out the package had been lost by the delivery company. They refunded for a sold out item and reordered the 2 other items to be sent to me. Going back and forth with contact I finally got them to agree to price match the item they refunded when it was back in stock as this had been in the sale when I ordered, this was rectified after ordering following it being restocked. By 6/12 the reordered items still hadn’t been received nor had the larger second order. The larger order was delivered 8/12 missing items. I was sent via email a good will gesture voucher of £5 that despite not stating on it couldn’t be used on any items that are discounted so I couldn’t use it. They used the excuse of Black Friday sales impacting despite my first order being placed the week before. Then said the items were sold out despite advertising them being in stock and taking my money for this. I raised a formal complaint, with a very generic response about the second order not the first. 15/12 I was told they had processed a refund due to the inconvenience however have still not received this money. I was told that the items would still be sent to me following the refund. I was left unable to purchase a replacement present due to them holding my money. I have suggested sending alternative items of my choice to me however they will not cooperate. They offered a refund again but A) I feel that this will not arrive in my account again and B) even if it does I will not be able to purchase the items at the same or similar price due to them being in the sale at the time of my order. 15/12 I was told that this had been escalated to the customer relations team who would be in contact within 2 working days. I have chased this and raised it twice more but still have not had a response from them. I’ve been sent emails saying that the items would be dispatched on or before 20/12 but am still waiting. Every time I talk to customer services it’s someone different who doesn’t read any previous emails so isn’t informed and gives a very genetic email back so every time you have to start again. I have made contact almost every other day since this started with no resolution yet in sight, I have raised yet another formal complaint today however fully expect that one to be ignored also. They are cowboys who will take your money and keep hold of the items. I noted today that when I checked reviews the other day there were far more negative, today I could see a 5* being posted every minute until the rating was back up. I have my suspicions about this also.”

Helpful Report

Posted 3 years ago

“I’d give them zero if I could. I have ordered with them before, and this is the first issue I’ve had… but I’ll never use them again based on it. I ordered 2 items in November, they reduced them the next day. They told me I’d need to cancel my other order to get the cheaper price. I did, and reordered. I received 1 out of the 2 items. Then discovered they’d also kept that same item open on my previous order (so I was receiving that one later). I waited over a month… the 2nd item never arrived. Every time I asked where it was I got told it was “stuck in processing”, even though they took my money. I kept being told they’d request it to be pushed through. This never happened. I’ve asked for a refund… but do have many others who had this same issue, and they’re still waiting. AVOID!”

Helpful Report

Posted 3 years ago

“WORST COMPANY ON THE PLANET. They take your money and never deliver the goods, I’ve been waiting 5 weeks now, awful customer service. Pay the extra and go elsewhere.”

Helpful Report

Posted 3 years ago

“Selected next day delivery. Item was sent out eco delivery. Because of this, did not have item in time for Christmas. Messaged customer service and they can’t do anything. Ok fair. Item arrives when I am back in my home in Spain, I email asking to return item, will get a family member to return it for me. Customer service is condescending and says I need to make sure item is in pristine condition. I’ve already told you I physically can’t use it as I’m in another country and it hasn’t been used. On top of that, now have to pay for postage to return, when I’ve already paid 5 pounds for it to be delivered. Outrageous.”

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,414 reviews