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

“Good luck trying to cancel an order once it’s ordered even before it’s processed or dispatched - their cancellation process in your account is bogus. And you have to then print off a label and pay for return.”

Helpful Report

Posted 3 years ago

“Do Not Trust LookFantastic whatsoever. Customer Service is shocking when dealing with a formal complaint. Not taken seriously and all they do is repeat " I am so sorry for the i convenience caused". I am not all happy with them and will be taking my custom elsewhere.”

Helpful Report

Posted 3 years ago

“Absolutely appauling customer service. Product ordered and delivery appeared to be on schedule, however delivery company have not delivered item. Replacement to be provided by Lookfantastic however this never materialised either. Customer service close tickets as "completed" but issue still outstanding. Have asked to cancel the item and provide a refund several times and this has not yet been provided. For a company that appeared to be really good at the outset, it has turned out to be a nightmare. Order originally "dispatched" on the 31st October 21, it's now the 28th November.”

Helpful Report

Posted 3 years ago

“Even one star rating is too much. I placed an order a month ago which I never received. I asked for a refund or a new order. After weeks of chasing they said they dispatched a new order but yet again their courier has not made an appearance. I have no alternative but to refer them to the Trading Standards”

Helpful Report

Posted 3 years ago

“If I could give no stars I would!!!! Royal Mail failed to deliver my parcel & look fantastic delayed giving my refund for weeks No customer care telephone so have rely on messages on your online account Didn’t apologise or offer replacement - utter con artists!!!! I doubt they ever sent the parcel out & you can’t get anyone to help you at look fantastic DO NOT BUY FROM THIS AWFUL ONLINE COMPANY”

Helpful Report

Posted 3 years ago

“Horrendous customer service! I have sent all supporting documentation that I never received my delivery and it was sent back to him! They still will not issue a refund”

Helpful Report

Posted 3 years ago

“The Worst company I have ever dealt with!!! I have waited nearly 6 months for a refund and they keep making you go round in circles with their shitty service. DO NOT USE!”

Helpful Report

Posted 3 years ago

“Such a pathetic team handling shipping or delivery and worst customer service. I placed an order on 19th october2021 and to9day is 21 Nov-2021, but still i have not received my order for which I have p0aid them 395 AED. I have comp0lained to them 5 times in last one month to follow up my order or refund my money but they do not even bother to investigate tyhe issue. They are sitting there and watching the customer suffering and telling just one thig in response to my complain that please keep waiting. They are not even refunding my money after so many complains. Please guys do no ever order from this site, as all the people working on lookfantastic are fraud.”

Helpful Report

Posted 3 years ago

“Everything is wrong with this company. Avoid. Sent me rubbish, no replacement, no refund Scammers AVOID AVOID AVOID”

Helpful Report

Posted 3 years ago

“Order placed on 13 Nov 2021 with tracked delivery. Singpost (delivery agent) has no updates since then, after 7days remains as 'SingPost has received your order information, but not your item yet'. Contacted customer support whom gave me the same reply over and over about being very sorry and that the item has been dispatch or pending dispatch (depending on the staff responding). I contacted them on the 17nov. but the next day, my account was no longer valid and i couldn't login to my account. The reset of password shows invalid account. It says alot when the merchant deletes and disable a customer's account, not allowing them to track their order or have records of their order. Fortunately i still had my email. It is very unethical of them to do such a thing. I contacted the delivery agent (singpost) and they verified via email that they had never received the goods from Lookfantastic, i forwarded this to lookfantastic and they said it was shipped but open a case of investigation. It's a loss of almost 190SGD, alot of time used to follow up and no way of logging into their portal, except to create a new account with the same email address which has zero records of my order. I am utterly disgusted by lookfantastic. I would also like to share to other shoppers: The Hut, Cult Beauty, LookFantastic, Mankind are actually under the same organisation called THG Global. If you check on the reviews for these sites, the shoppers experience the same delivery failure and no-cancellation, no stock issues. THG Global was listed on the london exchange in Sept 2021 but their shares have fallen by 65% as of Oct 2021. THG PLC: GBX799.4 on 4Jan2021 down to 193.80 as of 19 Nov 2021. It makes sense that their delivery vendor has caused the downfall of share prices as investors lose confidence in its declared financial breakdowns.”

Lookfantastic 1 star review on 19th November 2021

Helpful Report

Posted 3 years ago

“WORST COMPANY EVER! DO NOT ORDER FROM THESE THIEVES”

Helpful Report

Posted 3 years ago

“Terrible DONT ORDER FROM HERE11 I order 3 weeks ago from 'lookfantastic Ireland' it doesn't come from Ireland its coming from England and 3 weeks on they are only sending my parcel which I wanted for holidays - I never would have ordered if I knew it would take this long. I got an email to say it would be sent in the next 48 hours and when I asked to cancel it they said it had been shipped. I will never order from this web site again”

Helpful Report

Posted 3 years ago

“DO NOT WASTE YOUR TIME AND MONEY! THEY HAVE THE WORST CUSTOMER SERVICE EVER! I’ve had 2 horrible experiences with them. Firstly, I was sent expired products and it took them 3 months to give me a refund and wanted me to cover the cost of sending the expired products back to them. Secondly, I ordered products on the 23rd of October, i received an email saying it would be delivered between 28th October and 1st November. As at the 11th of November, the tracking link was showing “in transit to destination country”. It had been showing “in transit to destination country” for 2 weeks. I asked for a refund and they’re refusing to give me a refund. Initially, i was asked if I wanted a replacement or refund, when I asked for a refund, they refused. They’re saying I have to wait 30 days and if I don’t receive my order by then, they would investigate. I have had to go through my bank to dispute the payment to get my money back. I tried to log into my account to response to their message and my account has been deactivated. The worst experience I’ve ever had with a company in my entire life. I clearly forgot how bad my first experience was, that’s why I went a second time. NEVER AGAIN.”

Helpful Report

Posted 3 years ago

“Please sign this if you have negative experience with LookFantastic - we need to garner more support and create awareness https://chng.it/H9MfzCZM”

Helpful Report

Posted 3 years ago

“Absolutely useless company. I ordered a perfume for £60. They sent me the wrong one, a smaller sized bottle worth £24. The returns process was a joke. I had to message several times to get a postage label. I then returned the wrong item. I messaged to ask for the correct item to be sent. They assured me it would be sent to me once they received the old item. INSTEAD they issued a refund. I am a month down the line, having tried to order this gift, with NO GIFT and back to square one. Total waste of time, and terrible experience. AVOID THE HASSLE THEY ARE NO CHEAPER THAN ELSEWHERE”

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Posted 3 years ago

“Total joke try and complain and unable to log complaint weeks waiting for delivery ……..disgrace”

Helpful Report

Posted 3 years ago

“Delivery didn’t work. Hermes failed to deliver sind company failed to sort it out. I lost money send my parcel. Never again”

Helpful Report

Posted 3 years ago

“One order went missing completely and was told it had been delivered. Queried this and was told the case had been closed as they have' forty day policy'...no idea what that is and was not informed of any policy beforehand. Only discovered it when querying another order that had been 'returned to sender' . Absolutely awful and will never order from this website again.”

Helpful Report

Posted 3 years ago

“Disgusted with customer service, expected delivery yesterday 4th Nov, waited in all day and evening to get a message at 8:40pm that they I wasn’t in when I was sitting in my living room … contact customer service who you can’t talk to but they are not interested just keep saying have to wait until Sunday to investigate… not good enough … very angry customer, this was a gift for this evening”

Helpful Report

Posted 3 years ago

“Placed two orders both got "lost" in transit at different times and were extremely late sending replacements! Got offered a £5 discount which the site wouldn't let me use on the 2nd order! Terrible experience! Ruined my daughter's birthday as they were so late! Never again!!”

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,414 reviews