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

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“A terrible company. I placed an order, and despite the item showing as ‘in stock’, nothing arrived. I checked the order status, it was now out of stock and back ordered. I tried to cancel the order, I couldn’t. I contacted customer services, they couldn’t cancel it either, some excuse about the order being at a point where it was impossible to cancel. When it finally arrived I returned the order. I didn’t order from them again for over a year. I was offered a ‘deal’ a 20% coupon if I used ‘relaxed delivery’. Sounds good doesn’t it…until you try to use the discount. There have been over ten messages to customer support now. I usually have to provide information twice because they either don’t read or don’t understand. I was offered an insulting £5 off to resolve the problem. The items in my basket should be eligible for the coupon, but it doesn’t work. They don’t why why. So Lookfantastic send discount coupons that are impossible to use! This is the real test of a company, the customer service. Every company ought to be able to fulfil a basic order. You pay the company, they send you the goods. It’s when there are problems that you find out how good they are. Lookfantastic are dreadful. Fortunately there are other companies, Sephora, allbeauty, Escentual. I can’t comment on their customer service, hopefully I won’t need to.”

Helpful Report

Posted 1 year ago

“I have not been provided with the products I ordered amounting to £80. Lookfantastic are taking no responsibility and have refused to take any remedial action. It is completely unacceptable. I would strongly advise against using this company.”

Helpful Report

Posted 1 year ago

“Terrible....service will never use again. The details of my issues are extensive and feel I can not express them fully here. But take my word I will never use again”

Helpful Report

Posted 1 year ago

“Terrible company, appalling customer service. Returned 2 gift sets and was only refunded for 1. Contacted customer services who would not help, I complained which again was not dealt with in the correct manor, I have not been contacted and am still waiting for my £37 refund. I commented on social media to try and resolve and my comment was deleted along with the hundreds of other unhappy customers comments complaining about the same thing. The only reason I have purchased again is because I had a voucher to spend. I will not be using this disgrace of a company again.”

Helpful Report

Posted 1 year ago

“Disgusting service! Ordered a perfume that cost over £50, box was damaged and was in a box meant for two perfumes so literally looked like one had been taken. Was brought for a birthday present. No apology - will not use again”

Helpful Report

Posted 1 year ago

“I don't usually post reviews but i have never been more disgusted and stressed with a service in my entire life. I purchased an order back in November, a month later and it hasn't even been dispatched from the warehouse. I contacted customer service through the online chat portal (as that's the only way you can get through to somebody) and all they can tell me was 'your order has been stuck'. No solutions or anything, just told me to wait but I requested the order to just get cancelled and for me to be refunded. I have chased 14 times for my refund since, and everytime I speak to someone they are extremely unhelpful and give me excuses like 'your refund request didn't go through' or 'I'll chase the refund request for you'. I've had times where they close the chat mid conversation which is honestly disgusting. The warehouse can't even process the refund because they haven't even sent the bloody order (which has apparently disappeared into the ether) in the first place!! It has been 3 months now, and I'm at my wits end. I honestly have been contemplating mediation because this is ridiculous. What do I do????”

Helpful Report

Posted 1 year ago

“I was duped by look fantastic. I bought a product cle de peau beaute, blush duo powder. in the picture it was represented as a whole product and instead for the price of 40 pounds they sent me a refill also in a different colour from the description. Very bad customer service, staff not up to understanding the problem. I wanted to return it at their expense and ask for a refund and they always said sure, we will send you the coupon to send it for free only to find out at the post office that I had to pay for it. A bunch of incompetent, un-serious people unable to do their job. I will never buy anything from this site again. Bad experience! Very bad products! Absolutely to avoid!”

Helpful Report

Posted 1 year ago

“NEVER BUY FROM LOOKFANTASTIC. Placed an order before Christmas and paid extra for next day delivery. They sent it via EVRI and I received a notification that the parcel was delivered but I never received my parcel. On tracking there’s no proof of the delivery no sign or photo. Past 3 weeks was trying to get my money back but customer service refusing to resolve this issue. They are trying to avoid a refund by believing evri without any evidence. THE WORDT EXPERIENCE I HAD IN MY LIFE.”

Helpful Report

Posted 1 year ago

“Awful I spoke to them about returning my money as I didn’t mean to buy a subscription which states you can cancel the subscription up to 15 days.i got told that I would get a refund it has now been 2 weeks of then keep saying it’s under investigation and I still have not got my money back which I state is £150 it’s ridiculous and I am not happy at all”

Helpful Report

Posted 1 year ago

“I totally agree with all the comments below. Absolutely shambles of a company. I placed an order 3 weeks ago for Redken shampoo and received a message from Evrie a week ago to say it had been delivered but it hadn’t and no proof of delivery. Got in touch with Look Fantastic and it’s just been a nightmare ever since. They are asking me to complete forms which I have done straight away and they say they haven’t been uploaded which they have and now saying can’t receive electronically and has to be hand written which I have done and now biding time again and saying waiting for delivery company which can take up to three days. I just want a refund now and never to deal with this company again. Please read the reviews before purchasing. Wish I had.”

Helpful Report

Posted 1 year ago

“Horrible company. I agreed with everything I have read. I am in the process of trying to return an item and they are making it impossible. I just wish I had read these reviews before I ordered. Won’t happen again.”

Helpful Report

Posted 1 year ago

“This is the worst worst worst place to buy from .I am having absolute nightmare.I ordered in November2022 and I still am waiting for my order .I have put up hundred of queries and no one seems to bother.Every time I try to enquire they just send me an automated apology reply.I wasted 94 pounds and I’m regretting every moment. Everyone out there Please Please dnt ever buy from this place.”

Helpful Report

Posted 1 year ago

“Order:4590825072 I made order. I paid. It’s been nearly a week and I have not received it. I have updated them daily but they have failed to provide information. Are they going into liquidation???? Am I not going to receive my order????”

Helpful Report

Posted 2 years ago

“This is the worst supplier on the market. They proved to be incompetent in terms of return/refunds I had to write 10 texts to request a return and a refund. In response to my texts I got random people dealing with it and no progress. Its shocking and unacceptable I will never buy from this supplier Look fantastic-the Worse”

Helpful Report

Posted 2 years ago

“Ordered item , was told 1st 2nd Jan, emailed but was advised that a delivery failure notification happened. I spent in good faith £17.50 and for what!!!! Looks like a scam to me!!!!????? Will be letting others know!!”

Helpful Report

Posted 2 years ago

“Customer service is so poor. I have x2 orders that have been lost for nearly 2 months. I raise immediately when I realised and customer service also confirmed my parcels were delivered to an incorrect address as of couriers mistake. Even though this was confirmed I am still without a replacement order (as their policy states they will replace any lost or damaged parcels) or refund. Such poor customer service. Longtime customer, will never order again.”

Helpful Report

Posted 2 years ago

“Have a big problem with costumer services who speak like robots and can’t solve any problems.”

Helpful Report

Posted 2 years ago

“First ever review I’ve written which is a shame. The item arrived damaged and when I told the company about this, they offered a £5 discount, which is ridiculous for an £140 product. After I denied this they did offer a replacement to be sent which I agreed to and thanked them for, however that also arrived even more damaged than the first product, the candle was literally a box of glass when it arrived to me. I sent them pictures and asked for a refund to which they replied and said no to a refund but they’d send a replacement, when I checked the tracking of the replacement, I realised they’d sent me the wrong order, so I contacted them and told them and they told me to deny delivery at my door for a refund. After I did this I had to email once again and they said I’d be refunded within 3-5 days. On the 5th day I asked where the refund was and they told me they’d changed their minds and denied it, and it’s my fault I was unaware of this because I didn’t check back in with them. I understand working in retail and try to be compassionate but I have never in my life received such unprofessional and unhelpful customer service. I also told them this was a Christmas present and they couldn’t care less, even though it was ordered end of November. I gave my email multiple times for ONE person to contact and help me instead of a bunch of automated messages from a bunch of different people and they couldn’t even respect that, I’m now down £140, no gift and no refund, and I know if I get a reply to this review it will once again be another automated message from another different member of staff, so so disappointing and unfair on their customers, especially when people are already struggling.”

Lookfantastic 1 star review on 25th December 2022

Helpful Report

Posted 2 years ago

“Terrible customer services. I was given the complete run around when I had a problem with the PMD clean mini , the premier item, in the advent calendar : broken promises, told wait 30 days for a replacement that was never sent, then lied to - told it was out of stock when it was still for sale on the website and told a replacement was on the way -almost 7 weeks later and still no resolution. Very disappointing- buyer beware! ”

Helpful Report

Posted 2 years ago

“They use Evri, and then when your parcel goes missing will not refund! I have sent so many messages and not one person resolves it. Even Evri are saying to contact Look Fantastic. It's such a shame I have used Look Fantastic for quite some time, everything is usually great, but once there's a problem, they are not quick to try and help. I've been waiting a long time now and still no parcel and no refund! Shocking service!”

Helpful Report

Posted 2 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews