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

“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

“Placed order on 10th of November. Part of order came and some missing. Contact them and they say it was returned to warehouse and I will get refund. That’s a month ago and no refund. Message on Instagram so others can see how bad their service is. You are then told to DM them as that looks good to others reading but they don’t help. They say they are looking into it BUT A MONTH ago I was told it’s back at their warehouse. STILL NO REFUND. Lots of other very unhappy customers having the same issue. Will NEVER order from them again. 😡😡😡😡😡😡😡”

Helpful Report

Posted 3 years ago

“Ordered something for Christmas, was sent an email saying it was dispatched and would arrive between 16-18th Dec. Then received an email two days later saying it would be late and hadn't in fact been dispatched and given a £5 voucher for my NEXT order. Well that's useless isn't it. Forward to Christmas and it still hasn't arrived. Royal mail says they haven't even received it. They have no phone number for customer service so had to find them on twitter to request a refund. Will never use this company again!”

Helpful Report

Posted 3 years ago

“Waited over 3 months for one product - untracked. Which they've twice "reordered" on my behalf for free due to such delay (which is why I suspect its fake) despite my address and phone number clearly provided. Eventually went for a refund but being fed up and the price was less I didnt even check if I got refunded. This website and CultBeauty are both scammers as evident from reviews. I dont understand why they arent banned.”

Helpful Report

Posted 3 years ago

“Canceled my order 2 weeks after. Waited for nothing. Useless customer service. Unreliable and unprofessional. Do not order.”

Helpful Report

Posted 3 years ago

“UNRELIABLE DELIVERY !!! Ordered a couple of items as an Xmas gift to be delivered to a locker for collection. Website clearly stated that if the order was placed before 21st Decemeber it would arrive before Christmas. I placed the order at 6am on 20th December. Received an email that the order was dispatched and estimated delivery between 23rd-24th December. Then last minute on Christmas eve I receive an email telling me the shipment will be delayed, with no indication of when it will be delivered?! I then had to rush out to find an alternative xmas gift. Very disappointed as I wanted to gift this specific face mask. When trying to contact customer service through whatsapp they take hours to reply and when they do, it's a generic, automated response. They stated to expect up to 7 working days for delivery. So WHY STATE ORDER BEFORE 21st FOR XMAS DELIVERY on the website??!! WILL NEVER USE THIS COMPANY AGAIN, and will not be recommending them to any friends or family.”

Helpful Report

Posted 3 years ago

“Lied about order status and admitted their failure on xmas eve Ordered item on Dec 1st - est. delivery on 12th-14th. On the 18th hermes stopped updating and after opening 3 messages with LookFantastic I finally get a response. First response (22nd Dec) "that item was never in stock" Second response (23rd Dec) "that item was in stock and was sent to hermes on 11th - if you haven't had it in 48 hours contact us" Third response "nah, lost in delivery you need a refund" - also this one got my name wrong. Unbelievable how wrong a company can go with different team members not giving the same information, the website giving other information.”

Helpful Report

Posted 3 years ago

“I ordered my wife's Xmas presents first week of Dec and I've still not received Xmas eve. THE WORST DECISION IVE MADE USING THIS COWBOY COMPANY. NO UPDATES JUST A LONG PENDING OF MY GOODS NOT GETTING DELIVERED. I WILL NEVER TRUST THIS BACKSTREET SHOP AGAIN.”

Helpful Report

Posted 3 years ago

“Worst experience, pathetic customer services. Website do not show the delivery charges and when the parcel arrives they ask for delivery charges. If you return the parcel then keep up following for months and months to get the refund. Do not shop with them. They don't have capable team to resolve customer grievances. Once money is gone, you can not help and they will not refund.”

Helpful Report

Posted 3 years ago

“Please do not use this company. Brought a bottle Jo Malone perfume at £102, which is the highest price (some company will charge cheaper but will explain there has no original package). The bottle I received from Look fantastic is opened, no original box, no sealed and has been used. Delivered with brown paper wrapped up. I have made the complain with photos as evidence. But they replied and asked for more photos. What can I take more photos about it. It's not damaged. I brought this as a gift to a friend so I can't do that anymore. Waste your time to use this company. Go for better quality company. Also this is”

Lookfantastic 1 star review on 23rd December 2021

Helpful Report

Posted 3 years ago

“Terrible Website. I ordered a set of 4 items and they sent me only one item of 4 that should have been shipped. I rang the customer service phone number and they hung up on me 3 times after waiting an hour and 10 minutes on hold in total. Customer service was abismal. Offered me 50 percent of my money back. Don't bother buying Kerastase or any other product from this company.”

Helpful Report

Posted 3 years ago

“Courier has not updated my delivery since 06.19 on the 14th December. Have contacted company several times to ask where my order is. Just getting emails back every 24 hours telling me to be patient as it is a very busy time. I only used this company as I was being offered 22% NHS discount. You can't chat to anyone, just have to wait on them getting back to you. Sorry that I used them. This order is Christmas gifts. Never again.”

Helpful Report

Posted 3 years ago

“Order no357452855 ordered in Nov - debited to my account 29th November in the sum of £26 25 ha NOT been received. You have therefore stolen my money. Where are the 2 Kerestase shampoos - how many times do I have to inform you and on Trust Pilot - bad reviews, bad company, no phone number that works, whst has happened to your organisation?”

Helpful Report

Posted 3 years ago

“Ordered a shampoo and conditioner duo, only received the conditioner. I messaged them to try to get the missing shampoo. At first I was offered a refund or a replacement, so I choose for the replacement as it was for a gift. They then made me confirm my order details. After that, they then said the would offer me a 50% refund out of “good will”. Absolute joke, don’t see why they couldn’t just give me the shampoo that they messed up giving me in the first place. It’s not out of stock so just want the shampoo. And the refund wouldn’t even cover buying just the shampoo again!!”

Helpful Report

Posted 3 years ago

“NEVER AGAIN!!!! I had the worst experienced ever ordering online from this store as what have others commented this is a scam.Ordered multiple items from them last week of November and out of nine items i ordered only two arrived but on my account was written item dispatched.Tried to contact them and just like other reviews they are just given automated answer and it feels like banging your head on the wall as everytime you emailed them for follow up it seems like you need to start from scratch,there is no continuity of their answers nor will give you hope that they are putting action on your complaints...MY WORST NIGHTMARE AND TRAUMATIC EXPERIENCE ORDERING ONLINE....THIS IS A HUGE SCAM!!!!!!”

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews