Lookfantastic Reviews

Name: Lookfantastic
Address: Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire
Rating: 1.28

1.3 Rating 1,394 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,394 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

“WORST EXPERIENCE ONLINEI ordered their advent calendar on Oct 1 2022. I received a confirmation email and two days later a tracking number. I was excited. But when I kept on going to DHL's site it stated that the package had not been received by them. I would communicate with Look Fantastic daily. They kept on sending me emails apologizing stating that the items were delayed. Well a whole month passed and the customer service would not cancel nor refund my purchase. I was so frustrated that I would cry because they kept giving me the runaround. I was able to convince one of the reps to cancel and refund my order. I received an email confirming so but then two days later I received another email stating that the item would eventually ship and that they would not cancel. I was furious!!! Do not bother to go through all that pain, I just went to the resolution center on PAYPAL and they refunded my purchase after a week. What is funny is that today I received another email from Look Fantastic stating that my item was still delayed. Argh!!!!”

Helpful Report

Posted 2 years ago

“Awful company. Order never arrived and tracking information just shows error message so I contacted customer service back in July. Was told I would be refunded. 3 months later I am still waiting to get my £50 back. Scammy thieves with fake positive reviews. Avoid at all costs.”

Lookfantastic 1 star review on 17th November 2022

Helpful Report

Posted 2 years ago

“Awful company . Their customer service is the worst I have ever dealt with. I ordered a gift for my wife that never arrived. I have had to fill out a form 3 times for them re their courier . Despite saying they will either replace or refund items then inform me they need to investigate with the delivery . When I explained this is their issue and not mine they then tell me they will re send the goods . But alas I've chased this up and they clearly don't communicate with each other or read their own notes so still no goods and they are clueless what's going on. Certainly will never use them again.”

Helpful Report

Posted 2 years ago

“It’s been over a month and after initially receiving an email to say it was in its way I received a second email to say there was a delay. A month later and still nothing. There. Doesn’t seem to be a way to speak to anyone. I tried the messaging service which is clearly just automated. The most likely explanation for this is they are about to enter administration. Keep your money, don’t bother ordering with look fantastic. They don’t deserve your business.”

Helpful Report

Posted 2 years ago

“I have bought a Shea Moisture Shampoo, with other ingredients (such as Benzyl Alcohol) than listed in the ingredient list on their website. Also on all websites, that sell this specific Shea Moisture shampoo, Benzyl Alcohol is not listed. Furthermore on the front of the package I received from Look Fantastic a „fair trade“ sticker is missing, which is also advertised on the shampoo on their website! I’ve contacted the customer service now for a week. Unfortunately around 5 different people keep asking me the same questions, which I have already answered many times: I’ve explained the problem, send pictures of the ingredient list and the package, but no one seems to care. I just receive the same messages, where I am asked to describe the issue and send the photos. One person told me that I received the same shampoo as advertised. But how can this be, when the ingredient list is different and contains Benzyl alcohol which is not listed in the website? Such a horrible customer service. I want my money back and will never buy products there, because now I can never be sure to receive original products”

Helpful Report

Posted 2 years ago

“Buy you’re items somewhere else. Ordered 2 weeks ago and still haven’t received them. No emails, no explanation. Free next day delivery does not exist! Such a bad service.”

Helpful Report

Posted 2 years ago

“I will never ever use them again. Sent 4 emails to their customer service. No one has sorted the issue. Write a review and they asked me to confirm what the issue was so they could sort it and I’ve given them 2 weeks and still no response. Clearly couldn’t give a damn at all. Spent £196 on one order. Guess I’m not a valued customer. I’ll take my business elsewhere. Happy to spend £196 a month with someone who actually cares. Wouldn’t even give them 1 star! DO NOT WASTE YOUR MONEY WITH THESE AWFUL PEOPLE”

Helpful Report

Posted 2 years ago

“Don't use this company. My order never arrived but they said it was delivered. The only mode of contact is the messaging service on their website which they never reply to and the other is messages where they keep on asking the same questions again and again to complete security check. Once they reply to you they close the chat and if you want to ask something more you have to start the whole thing again. I’m waiting for a refund or replacement for the past 3 months and now I receive a reply from them saying “ I'm sorry to hear that you didn't receive this email. The email reads: Hello, POD shows the item has been delivered to the correct address Your account has been reviewed by our investigations team. Unfortunately, are unable to offer a refund or replacement at this time as the courier image for order 420137619 matches the courier image from your previous order, which shows the package has been delivered to the correct address. Also, the courier GPS shows its at the correct address We have now closed your account and we will not be accepting any further orders from you We apologize for any inconvenience this may have caused. Kind regards, LF” This was the first time I have ever ordered from you, the first package delivered had missing items and the second one never arrived. This feels like a scam and the company is fake.”

Helpful Report

Posted 2 years ago

“They indicated the wrong receiver in the shipping documents (proof provided to them) thus the package cannot go through customs clearance. I requested to address the issue with couriers (supported with a photo of my ID as requested). Today I sent the fourth message to the Customer Support team yet keep receiving the same mindless automated messages back 'advising me' on the consequences of failing to take action. Seriously!?”

Helpful Report

Posted 2 years ago

“Items never arrived. Will never orderen from Look Fantastic ever again!!!”

Helpful Report

Posted 2 years ago

“BEWARE: you cannot use a gift voucher and a discount code in the same transaction, as I have found out to my detriment. Being given a gift voucher is like being given cash so I truly cannot understand why you cannot use the two concurrently. Discount codes are everywhere, including on their own website, so why peddle them if your going to make it so difficult for customers to use them with a gift voucher? I have an influencer code after paying for a make up lesson which entitles me to 20% off (I also am a Blue Light Card holder) so purposefully asked for a LookFantastic gift voucher for my recent birthday to help with the costs of the make up suggested. On finding out that I couldn’t use both a gift voucher and discount code, I went to customer services because I don’t think that’s fair - I went 3x on the live chat and over their messaging function asking them to upload my voucher as credit. This was over 2wks ago and it still hasn’t been done - I have been lied to on numerous occasions e.g. it’ll be uploaded / processed within 3-5 days and it hasn’t. One person I spoke to said that the request hadn’t even been actioned by the support team. They stated it would be uploaded Saturday latest (today, 05/11/2022) but shock horror, it’s come to Saturday and it’s not there as credit. Hence the review - really irritating and substandard customer service, lies upon lies and a redundant gift voucher that I can’t spend.”

Helpful Report

Posted 2 years ago

“Don't use this company. My order never arrived but they said it was delivered. The only mode of contact is the messaging service on their website. I sent a non-receipt of goods form on this messaging service but they keep saying that they have not received it, even though I sent it to them a number of times.”

Helpful Report

Posted 2 years ago

“They use the WORST CARRIER in the UK. EVRI, which is beyond unreliable. So packages do not arrive, no attempts etc. Im no longer shopping with Look Fantastic due to their use of Evri”

Helpful Report

Posted 2 years ago

“Missing an item (the package is sealed - closed when arrived! The company closed my case & blocked my account! On 28th September 2022 @ 08:38 : I ordered (order number_435054833) , the package DID NOT arrive on time. !!! On 5th October 2022: I raised a question through my account that the package didn't arrive but under my account, it shows DELIVERED !!! which was my concern On 5th October 2022: The package arrived (TA 536656596GB) but when I opened the package (I can confirmed package has no sign of opening), i only received one item and the other item WAS NOT there. (I sent them the photo I took after I opened the box from the back side)....Normally I will not take a photo of package when it arrives... On 18th October 2022: I received email finally mentioned "After you confirmed that the parcel was sealed when you received it, we reviewed the CCTV footage of the packing of the parcel as this would be where the error ocurred. The CCTV confirmed that the parcel was packed correctly. conducting a full delivery network investigation regarding your missing item" As I mentioned the truth that the package is sealed when arrived but when I opened it, there is one missing item !!! ....My case was closed !!! and beyond that I cannot access my account. Everything was removed ! There is no purchased records in the last past years.”

Lookfantastic 1 star review on 21st October 2022

Helpful Report

Posted 2 years ago

“I ordered a Chloe perfume a couple of months ago and I noticed that the oils started to separate from the liquid and the oils slowly began to leak from the bottom. The bottle is undamaged and I have taken excellent care of it since it’s been purchased. The customer service team had the audacity of offering me a £5 voucher as they said they couldn’t assist me any further. I’ve been a loyal customer for years and this shows how much this company doesn’t care about its customers. Avoid this company at all costs! £50 of my money going to waste with a perfume that smells like pure alcohol now. What a shame”

Lookfantastic 1 star review on 20th October 2022

Helpful Report

Posted 2 years ago

“Ordered an item that stated 'in stock, dispatching in 3-5 days'. It's been 2 weeks and it's still pending. Every time I try to talk to customer services they send a generic message. Appalling service, not willing to help nor response to my query. Don't waste your money with them when other similar companies work much better”

Helpful Report

Posted 2 years ago

“Appalling! Ordered an item 18 days ago. Still not arrived. No phone or email address to contact them, just an online messenger “service “. Typed in same info to this system multiple times…order number, address, etc. very unhelpful and takes hours before a person responds. I just want a refund now..AVOID!!!”

Helpful Report

Posted 2 years ago

“NEVER SHOP FROM THIS COMPANY!!! I made the mistake of purchasing an Elvie breast pump from lookfantastic and they sent me a defective item where one of the pumps was not working. When I asked Elvie to replace the item covered under their two year warranty, I was told the product I was sent was old stock from 2019 (identified by serial number) and was no longer covered under the warranty. LOOKFANTASTIC FRAUDULENTLY UNLOADED OLD STOCK ON ME THAT WAS NOT COVERED BY WARRANTY. They then promised that they would cover my shipping fees in their entirety to send their defective item back to them from Canada to the UK and guess what? When I enquired about why they had not done so, they said THAT THEY WOULD NOT REIMBURSE THE FEES I INCURRED TO SHIP THE ITEM BACK. They have had this expensive item in their possession for 9 business days and have still not refunded my money, violating their own return policy. USE THIS AS A CAUTIONARY TALE AND SHOP ANYWHERE BUT HERE!!!!!!!!!”

Helpful Report

Posted 2 years ago

“Cheap pricing, easy to use and great deals!”

Helpful Report

Posted 2 years ago

“I purchased items from look fantastic. Nothing arrived for a few weeks . I chased and emailed. They gave me a £5.00 voucher .. not overly generous ( took my money the date ordered- even though not delivered!) Still a gesture. I accepted. The exclusions for the voucher huge rendering it useless. Having never bothered before to look around found all items cheaper on Amazon..look fantastic isn’t cheap. Recommendation … DONT BUY from Look Fantastic. It you wait for them you never will!!!”

Helpful Report

Posted 2 years ago

Lookfantastic is rated 1.3 based on 1,394 reviews