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

“Received my perfume today . I am a hundred percent sure it is a fake . I have had the perfume before from the band’s web so I know the perfume very well . This one has no smell hardly at all. I am very disappointed! I have logged a complaint by phone and have to wait for the outcome. I am not impressed at all !”

Helpful Report

Posted 5 years ago

“Terrible company. I ordered on 30th Jun, and on 19th jul I got email they are canceling my entire order because of pricing error, I have over 20+items in the order with amount over 200pounds! Asked their CS what's going on in Facebook messenger, got a ton of questions asked only to further asking me to confirm my value and date which there is no reason for them NOT TO Ask in the first place. I have been a customer for a few years, then stopped, now I come back for this order only to find out their services has been this terrible. The pricing error is not acceptable, they didn't care to explain exactly which item has an error and I was not notified for 20 days, they took my credit card info and my money, which is very suspicious and decided to tell me 20 days later!! Please stay away and there is other good site”

Helpful Report

Posted 5 years ago

“Placed an order, received the wrong item, was asked to return the incorrect item before they would send me what I had ordered. Sent it back. A week later I had to chase them only to be told that the warehouse had received it back 3 days ago and that it would take at least a few more days to reach head office before they would send me the item I ordered. Disgusting customer services. I would never use them again as they obviously do not know how to treat customers. This was their error and they are treating me like it was mine. 10 days and still nothing.”

Helpful Report

Posted 5 years ago

“Item arrived so quickly And is free postage Good value products compared to others online”

Helpful Report

Posted 5 years ago

“I felt I received extremely poor customer service from this company and would not recommend anyone to use. I felt like I was treated like a cash cow.”

Helpful Report

Posted 5 years ago

“You've got the worst customer service… You've got the worst customer service ever.. I have lodged a complaint for my very first shipment that came in this week. Decided to try out the website after recommendations from my colleague. Out of the five products, three were delivered damaged, leaking and unsealed. I am asking for refund for only one of the damaged products and yet I do not get a satisfactory reply till now. Your customer service is also ignoring me on all my other queries on the free gift (which came leaking..i wonder why you give your customers leaking products as free gift!) and the unsealed product which I paid and which is not cheap. It is very disappointing as this is going to be my first and last shipment.. All your products also doesn't come with expiry dates and packed in old and unsealed packaging. It makes me wonder if you just randomly sent your customers returns or used products. :(”

Helpful Report

Posted 5 years ago

“Absolutely fine until you have a problem and then they are USELESS! I have spent a fortune with this company, then when my parcel went missing they took zero ownership and it was up to me to try to prove I didn't get the delivery because as far as they were concerned the tracking information said it had been delivered even though it hadn't. I had CCTV footage proving there was no delivery on the day and time stated but they did nothing to help me. Over a week later the parcel turned up at my office, this was after I had repeatedly chased Hermes and Look Fantastic and been given misinformation and the run around by both of them. When the parcel finally arrived I told them and I got an email back from Look Fantastic saying what was the source of my information as the tracking showed it being delivered a week before! What a joke! They clearly hadn't bothered doing anything and if the parcel had never arrived I would probably have been £66 out of pocket. After this I won't be buying anything from Look Fantastic again and it is entirely because of the way I have been treated. Because I don't need to deal with retailers who treat their customers like this and cause stress and inconvenience. When the parcel went missing I had to fill in a form and not only list my order number but every item in the order (even though they had that information already) then they did nothing with it other than fob me off. Anyway from now on I will shop with sites that treat their customers properly and who don't use Hermes! (This is the 3rd issue with Hermes deliveries in 3 weeks all to different addresses in different areas)”

Helpful Report

Posted 5 years ago

“I would recommend buying your products from higer end, more professional sites such as Cult Beauty. Look Fantastic have a poor and slightly dubious customer service model. Over half of my product (Dermalogica cleanser, £55) leaked out during the post. After a frustrating experience with their messaging service, I was offered a 30% refund as a 'goodwill gesture'. As though they were doing me a favour by partially rectifying a mistake that was beyond my control. I strongly recommend not using this company.”

Helpful Report

Posted 5 years ago

“Absolutely shocking! Have made 2 orders with them. I bought kerastase hair oil and mask.Both products arrived in opened boxes. The oil didn’t smell at all and obviously didn’t do anything for my hair and the mask made my hair greasy. I have used these both products before and absolutely loved them that is why I was very surprised,they must have been expired or even fake. Contacted customer service they refused to exchange them. My second order hasn’t arrived at all. I received a card from courier saying that my 40 pounds order is in some bushes. And it wasn’t there! Contacted customer service,they made me to fill up and sign the form.too many hustle for something which should be very easy-you pay money and get the products,that’s all! But the worst thing,it’s been a week and haven’t heard anything back from them! No money and no products!”

Helpful Report

Posted 5 years ago

“The company had 20% off when buying two items. I had problems at check out and I was not able to input the code they specify. I contacted them about this error. They said as the payment had gone through they could not honor it. Now this has happen ended to me once before and the company involved said that it is automatically discounted at checkout anyway. Look fantastic could have done it as I ordered the items at 10pm and sent a message straight after. They replied just after 9am. Come on!”

Helpful Report

Posted 5 years ago

“I ordered a curler, never received it and have been trying to get my money back for 6 months. I have sent numerous messages but customer service are not very helpful e.g. Most recent response: Hello Claire, Thank you for getting in touch about your order. We operate a 40 day policy in which we ask you to please make contact to let us know that your order has not arrived. As it has now been over 40 days since your order was sent, we cannot trace this item and are unable to offer you a refund or replacement. We are very sorry for any inconvenience or disappointment caused by this. If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help. Kind regards, Emily”

Helpful Report

Posted 5 years ago

“I signed up for a 6 month sample book delivery as a gift for a friend, in the small print, this period will auto renew. Once I realised this had happened I called to cancel but as a box had already been delivered I had to wait until another 6 months had lapsed before cancelling. Not a very happy customer, I won't be using this service again.”

Helpful Report

Posted 5 years ago

“SCAM! Ordered 247 dollars on a product LAST DECEMBER, they cancelled the order without saying why, said they will return money in 3 to 5 days and NEVER DO IT! I´m still texting and writing emails and they do NOTHING 5 months later. Never send confirmation of cancellation or anything, they keep saying 3 to 5 days. FRAUD!”

Helpful Report

Posted 5 years ago

“Don't use them as they do not give refunds on returned items that are not up to standard.You also have to pay to return items. Customer service are not very helpful.”

Helpful Report

Posted 5 years ago

“Their customer service is very,very bad! They don’t seem to know what promotions they have and what they even advertised on their website. Their website showed a Caudalie gift for purchases over $70 but when I checkout after my purchase, it showed gift not available. And it still showed the free gift gor days. If it is not available, they should remove the sign saying’free gift.’ I even messaged and chatted online with a staff but nothing was done about it. Another time they had a promotion with Caudalie for 30% using a code. I bought 2 items using the code but the next day when I wanted to buy another2 items, it said the code was invalid. I messaged them about it but instead they said that the code was not for Caudalie. I said how could that be when it showed all tbe brands that it was valid for and I even copied and padted all the brands. They replied me and asked where I saw the discount code. OMG! They don’t even know what is being advertised on their site!! When I chatted online with a staff, she couldn’t really answer me and then just shut me off by saying I was going round and round and she was ending the chat. Soooo rude!! I have never come across such rude service! It seems everyday if you go to their promotions online and use the code, there is a problem. I tried to use a 1-1 code for ‘This Works’ and another code for 25% for another product but when i key in the other code, the system only accepts one code. Meaning we have to place 2 separate orders when using different discount codes?? What rubbish!! I didn’t message them about it cos I know they will come up with ridiculous and stupid answers and maybe don’t even know that the site don’t accept 2 different codes! I really give up on this online shopping site!”

Helpful Report

Posted 5 years ago

“I never received my free gift and when I e mailed them they denied all knolage of any free gift terrible would not buy from them again not replied to my 2nd e mail”

Helpful Report

Posted 5 years ago

“Ordered Jo Malone LMB cologne. Service was excellent, received the order next day. However, doesn't smell anything like the LMB I used to buy direct from Jo Malone. Is either a fake or it's so old it's gone off. Never again.”

Helpful Report

Posted 5 years ago

“I ordered a product in February 2019.Order and payment was fine then I discovered they took another payment from my account in April 2019 with out permission or an order !!!! Then was told I have to wait 48 hours on my money to be refunded while they investigate this matter . I will not be ordering from this company again.They must save your bank details and take for your previous order again .!!!”

Helpful Report

Posted 5 years ago

“Terrible experience, the product was not as described which I could obviously only find out by using it, no exchange or refund offered, just moronic customer service handbook 101 statements. As soon as ASOS move into bathroom products this company is in serious trouble with static, narrow-minded employees like, Bella, Jess and Peter. I hope the £4-£8 you retained on this order is worth the longterm brand damage your poor service has caused. I will be telling everyone I know to avoid this company.”

Helpful Report

Posted 5 years ago

“Avoid this company like the plague!! Their carriers dumped my parcel in my front garden saying this was my 'safe place', I'm not sure I even believe they left it as they initially claimed they hadn't done this it was a mistake but either way - no parcel. Despite the carriers admitting liability Look Fantastic will not refund me. In fact I've been told I've caused a delay for not providing them with the tracking number - a number I was never even given! Stay away unless you want to lose your money!”

Helpful Report

Posted 5 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews