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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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 made an order 12/11/24 and on 30/11/2024 I still don't have the said item! Customer service is automated AI. You get nowhere with it. The box has now been sent three times and returned three times. I asked to have it delivered directly to my home since Royal mail are incapable of delivering it to a shop, as a gesture of goodwill for the inconvenience it has cost. More AI 'we are happy to give you a refund', even though I want the box!! They make it sound like they are doing me a favour by giving me a refund but they need to give me a refund as I never got the box. Useless customer service they don't even read the message where I asked for direct answers. I give up!!”

Helpful Report

Posted 4 months ago

“Lost close to £100 with this company!! The worst customer care I've ever experienced. After the Look Fantastic website recorded an incorrect delivery address, I contacted the company with 10 minutes of placing my order and they refused to change the address instead advising me to travel around town to find where my package was going to be delivered.”

Helpful Report

Posted 4 months ago

“Never buy from this company! Don't waste your time or money on Look Fantastic! Stick to Sephora! Their customer service quality is disgusting. They have no considerations for customers only money! I accidentally bought 2 of a product so I returned one of the products however instead of getting a refund the product I returned was sent back to me with the packaging undone and dents in the box and it had clearly been tampered with at their depot. I told them and sent them photos of how I sent it back in a perfect condition as they asked me to do yet they still denied me a refund and instead closed my account! Completely unhelpful and a waste of time! Their products are overpriced anyway and they are clearly money hungry as it was obvious that the product I returned had been tampered with at the other end so that they could deny me a refund! Personally, I would recommend Sephora they are a much better company with better products, prices, freebies and much friendlier and helpful customer service!”

Helpful Report

Posted 5 months ago

“The customer service is absolutely shocking. I purchased any eye crème. When it arrived, it had an overpowering, rancid smell. It was clearly old and out of date. I messaged customer services, they replied asking for the expiry date, batch number and a photo. I have advised several times since that the pot of eye crème does not have an expiry date or batch number. I am also unclear why they need a photo when my complaint is about a smell. I have asked numerous times for a refund, but they keep ignoring this request. The last message I sent was 24 hours ago and I have not received a reply. I will be reporting via as many avenues as possible. What I received was not as advertised, and because the item is faulty, I am entitled to a refund that they are refusing to give. Worst customer service I have ever experienced - AVOID this company. If someone offers a product cheaper than anywhere else, there is a reason for this, and in this case, I have been sent old, gone off, shoddy stock.”

Helpful Report

Posted 5 months ago

“I was scammed by a Chinese company through your website, banking ombudsman & UK Fraud Office are involved. This morning I note you have also taken money for Order Number. 112656-2629354, upon checking I find I’m unable to access this as there is no server for your company. Kindly repay the money you have taken. Obviously I will also be contacting Banking Ombudsman & UK Fraud Office with the emails you have sent, I have asked them to investigate you. You have a suspiciously large number of damning reviews and are whole forums dedicated to your scams.”

Lookfantastic 1 star review on 7th November 2024

Helpful Report

Posted 5 months ago

“Avoid! Scammers. Send poor products that are clearly seconds, not in packaging and dented and will not refund when you return them. They have kept my money and my order. They block your right of reply on Trustpilot and make it look like they have resolved the issue. They do not respond to messages in a coherent manor, when they do reply it makes no sense. If they reply by email it will be from a no reply. DO NOT USE!”

Helpful Report

Posted 5 months ago

“I have received an order with 6 out of 9 products missing . Customer service first said they were replacing the items . The next day the investigations team emailed to say there is cctv in the warehouse and the products were packed . They then shut down my account so I am unable to liaise any further. There is no telephone number. I am shocked . I have been a customer for over 5 years l I will be reporting to Trading Standards”

Helpful Report

Posted 5 months ago

“I ordered GHD straighteners as mine had broken and I needed them next delivery. It took several days for the straighteners to come so I had to buy some from a store rather than online. Firstly, I cancelled the order but suddenly they sent it after a couple of days of no updates. I didn't even open the box and returned it straight away. I received an email from Look Fantastic saying the item was received by them and that my refund would follow. This was 4 weeks ago and despite multiple attempts to resolve this, I still do not have my money back. The customer service team have claimed that they haven't received the item despite me providing tracking evidence. Each person I speak to gives me a different excuse. The exact same thing has happened to my mother when she returned a faulty hair curler. Do not use this company, the customer service is absolutely appalling and they clearly have no system in place for returns. This is daylight robbery. Absolutely noone will help me despite multiple attempts. My next steps will be to explain my situation on social media and to trading standards”

Helpful Report

Posted 6 months ago

“I ordered products from Look Fantastic in September, but they never arrived. My main issue is that I had to send over 10 emails back and forth just to get a refund for my order. It’s now October, and I still have not received my money back. The staff has asked me multiple times for my order number and address—information that is already in their system. It is incredibly unprofessional that they cannot simply check the system themselves instead of making me repeat the same details over and over. I am very disappointed with the service and will not be using Look Fantastic again.”

Helpful Report

Posted 6 months ago

“Horrible customer service They sent me wrong item I struggled to send it back Live chat most of the times not available The email is not helpful Bad product Bad customer service”

Helpful Report

Posted 7 months ago

“Appalling customer service! Order not received ... photo provided which is not at my address. Shipped with Evri (which I've had delivery problems with before). Asked to fill in a form, then live chat cut.”

Helpful Report

Posted 7 months ago

“This is about shipping and customer service: Absolutely horrible they took more than 7 working days to deliver the package (still not received yet but hopefully soon ) and after confronting customer support with this they claimed Saturday not being a workday in Germany and just closing the chat. Do not order there if you want to get your package in a timely manner”

Helpful Report

Posted 8 months ago

“I had a terrible experience with this website. I ordered a duo of dry shampoo, a 355ml and a 90ml "Perfect Hair Day" dry shampoo. The 355ml spray arrived empty, and the customer service was extremely unhelpful. They refused to replace the order or refund my money. I recommend avoiding this website.”

Helpful Report

Posted 8 months ago

“Just like everyone else here, I've had a terrible experience with Lookfantastic. They send order notifications and claim it's been shipped, but I never receive anything. Every time I inquire, they say it's on its way. They also seem shady with their tracking app or website. My first parcel was lost in transit, and the second delivery attempt claimed it was unsafe to leave the parcel (which isn't true). Every time you want to contact them, you have to log in, but there's no direct contact thread once you're logged in. Their responses are just excuse after excuse. I strongly suggest reporting this company to your local government's consumer protection department and sharing your experiences to warn others. I'm still trying to get my refund amidst all their excuses. I will update this with extra details as they arise.”

Helpful Report

Posted 8 months ago

“Horrible customer service and attitude, and horrible returns process from the UAE!!! Items get lost and they don't pick up returns from their PO box.”

Helpful Report

Posted 9 months ago

“Bought an expensive SPF product of almost £40 which is completely unfit for use. Left a very visible and unsightly blue-grey tint permanently to the skin after being applied as per the instructions. Nowhere in the product description was it stated this product is not suitable for skin of deeper skin tones. Expressed my dissatisfaction to customer service and so far they have been unhelpful. I would simply like to return the product for a refund given that it clearly is not suitable for darker skin tones. I have experienced better customer service with other retailers and certainly would not purchase from Look fantastic again nor would I encourage you to. They clearly do not care about their customers with darker skin tones. I am wishing to hear back as to how they will resolve this issue and refund me.”

Helpful Report

Posted 9 months ago

“They are fooling people pls do not invest buying from lookfantastic”

Helpful Report

Posted 9 months ago

“They have delivered damaged items and they are unwilling to replace it or refund the money, They have the worst customer service and you have to pay additional money for the shipping for some items , I don't recommend this platform at all”

Helpful Report

Posted 9 months ago

“Worst online shop”

Helpful Report

Posted 11 months ago

“Absolute awful customer service. Family member bought a product for me as a present and it was faulty. Since February myself and the family member trying to get in contact for the refund and asking the same questions to avoid it. Keeps giving me a new person each time. Would not recommend this company at all.”

Helpful Report

Posted 1 year ago

Lookfantastic is rated 1.3 based on 1,414 reviews