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

“I’ve been using lookfantastic for a few years now and I never had a problem. The delivery is quick and the products very good. Last order I had a problem with an hair spray that I was not working but after I got in contact with them they have sent me another one. Very happy with the company.”

Helpful Report

Posted 4 years ago

“I have never been treated so badly by a company before. Firstly after ordering 3 months before, my purchase was never delivered. The customer service seems to not even read the messages sent to them. They didn't want to believe that the purchase was not delivered. They don't seem to comprehend the fact that they are a business and that the customer is the most important person involved. It has taken me 4 months to finally get a response from the customer service, after writing many messages and getting irrelevant responses from them finally after 5 months of struggling,they have told me that they are refunding my money, but I will believe it when I see it. The reviews on Trustpilot are false reviews, don't use this company.”

Helpful Report

Posted 4 years ago

“I placed my order and the estimative delivery time was from 3 to 5 days. The deadline has gone and after 3 days I haven’t received it and the courrier shows no scan on my package. When I sent a A message to look fantastic costumer service they informed me the delivery time is actually 14 days (but they are unable to tell me where it was informed and I placed and payed the order). Still don’t have the products and still not able to cancel it. It was my very first time buying and will never do it again. PLUS don’t trust on the “discount” they offer all over the site, they are all misleading you. Very frustrating experience.”

Helpful Report

Posted 4 years ago

“HORRIBLE. have not received my package after 1.5 months. customer service keeps telling me that it will be here after 30 days.... it has long been 30 days. They seem to be pushing the delivery date later and later and CHEATING OUR MONEY.”

Lookfantastic 1 star review on 13th July 2020

Helpful Report

Posted 4 years ago

“Face bronzers that I ordered were smashed to pieces when I opened the box, appalling customer service received after I complained. Was offered a refund but they sent replacements instead which I didn't want, staff clearly don't read messages sent by customers. BEWARE DO NOT SHOP WITH THEM there are much more professional companies out there who know how to treat customers.”

Lookfantastic 1 star review on 11th July 2020

Helpful Report

Posted 4 years ago

“Received my order a few days ago. An Armani Mascara, which to my horror, I believe had been opened and used, the lid was out and the product box lid ripped off. In these days of covid 19, you can imagine I did not want to use this item. Has it been near someone else's eyes? Emailed customer service and photos as proof. Everytime get a response from different csa. All I want is an unused product, which I thought that is what I had ordered. Poor customer service to the point I am now thinking of ceasing orders with this company. I have ordered a lot of products with this company, all well and good, but if something wrong with your order. Don't want to know. Poor, poor, poor.”

Helpful Report

Posted 4 years ago

“Their customer service cannot solve any problems!!!!!!!!!! After I placed my order, they dispatched all the items in the order except the gift bag shown in my order, and they told me the gift bag is out of stock and they didn't know when will it be back to stock, but as long as it's back, they will dispatch it for me. Nearly a month and a half later, the gift back is back again, but they say they're not the same stock and rejected to send it to me. But products in the gift bag are exactly the same products and worth the same value!!!!! They are just bullying and cheating us!!!!!!!”

Helpful Report

Posted 4 years ago

“Appalling customer service. My order is missing, they keep lying to me. Please avoid them!!!!!”

Helpful Report

Posted 4 years ago

“DO NOT USE THE SERVICE OF THIS COMPANY !! I already don’t know where should I text, and what should I say, just to be heard!! I never had this kind of experience with any other online shop. I was waiting for my parcel from the beginning of June. Your “customer service” told me if I didn’t get it by 7th of July, they’ll help me to figure out. After that date..I’ve texted to them my request to check with delivery partner did somebody try to deliver my order?? They said “Oh, sorry, your address is not correct if you still didn’t get the order” What?!!!! Everything was correct. You just don’t care that your client doesn’t get an order, and you don’t have any responsibilities for a receiving of delivery order by client.”

Helpful Report

Posted 4 years ago

“I have purchased SVR sun secure mist from lookfantastic on 4 May, my order number is 213384488, however, till today (10 July) i have yet to receive my order. On 2 July , I contacted the customer service through email enquiring about the status of my order and this is what they replied me " hank you for getting in touch about order 213384488, 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." I find this reply totally unhelpful, and has not solved my needs at all. Firstly, I understand that I had overlooked on the 40 day policy and did not notice due to the covid pandemic situation, assuming delivery would take longer hence waited patiently. However, I still feel that they’re irresponsible about this issue. On the 9 July 2020, I tried contacting them through their website live chat enquiring about my order status once again. The person-in-charge asked for my order number, name, address and account name, which I provided but only account name was incorrect as I had mixed up with another account. What happened next was infuriating. Without any explanation, the person-in-charge left and closed the live chat. I tried a second attempt to open a new live chat and asked them why that happened, and they said it’s simply because I gave the wrong account name and left the chat again. I tried the third time and realised they had possibly blocked me as the live chat showed ‘unavailable’. Till date, the customer service team had not properly resolved my (customer) issue, and instead showed very rude attitude and service after multiple attempts of enquires about my order. I’m deeply disappointed and wonder if there are any other customers out there facing similar problems as I did. Lookfantastic seems like a reliable and trustable company, but instead with such a awful experience I faced, I strongly advise all buyers to pay 100% attention to all their t&c before buying any products and bear in mind their after service is utterly disappointing. I sincerely hope future customers will not have to go through what I had went through and can spend that amount on other trustworthy companies instead. PLEASE SHARE AND CARE FOR ALL BUYERS OUT THERE!!”

Helpful Report

Posted 4 years ago

“Ordered on 22/06/20 still no sign of my order on 09/07/20 despite me sending them over 10 separate messages, they just keep stalling asking the same questions over and over again, no HERMES have not delivered my order, you still have my money and I have no order, how hard do they have to make it?”

Helpful Report

Posted 4 years ago

“Worst customer experience ever. I won’t buy anymore. Be careful about your auto-renewal box subscription. Even I emailed them as soon as discovered that I would receive the 4th box (so before the shipment) of my trimestral subscription, they didn’t solve the issue. They are apparently *not able* to stop the shipment or divert it to their address once shipped. It sounds weird to me. They reply with delay and I had to pay for the 4th box and I could just stopped my subscription avoiding future boxes. Check your subscription before the expiring date and cancel it if you don’t want to be billed for more boxes.”

Helpful Report

Posted 4 years ago

“I contacted Lookfantastic explaining I suffered an allergic reaction to a moisturiser, which I used once. I expected them to show a bit of empathy and allow me to return the product. Instead it has taken a week of emailing back and forth for them to tell me that the reason I suffered a reaction is due to my diet and lifestyle. I felt so unbelievably offended. They said the manufacturer would not sell the products if they were not safe to use and it is not LF fault if my skin has reacted to a product and they have refused to refund me. I have another item I wished to as I changed my mind and it is unopened and unused; they completely ignored my message about this so I have had to send yet another message asking for a returns label for this. They also make you pay delivery when they do eventually allow you to return items. Do not use this company! You would be better paying a little bit extra going direct to the manufacturer or purchasing in store.”

Helpful Report

Posted 4 years ago

“Since joing the beauty box over 2 months ago an item was missing from the original box! I have sent numerous messages and at first the advisors were all very apologetic and promised that when the item was back in stock they would send it out! I waited 2 weeks heard nothing so messaged again. Again they said I would receive an email to say it had been dispatched. Nothing was sent out. After many messages I finally had this escalated 2 months after the purchase and I was credited £10 to my account with another promise that this had been prioritised taking upto 48 hours and I would receive an email when it will be dispatched! This was 13 days ago! I'm now onto my 3rd beauty box!!! I've cancelled the boxes now and awaiting another rubbish response! Very poor handling indeed! I will contact Resolver next to see what they can do.”

Helpful Report

Posted 4 years ago

“I haven’t received the package even though the courier says it's delivered and that the courier gps tracking says it was delivered! I have just looked online to see if this has happened to anyone else via look fantastic and found it’s quite common. I advise that you don’t buy from this website!!!!!!!!”

Helpful Report

Posted 4 years ago

“Awful. I’m still waiting on my order 2 weeks later without any detailed communication when I will receive the order. I keep getting told they have procedures to follow but no information what the procedures are or a timeframe when this will be resolved. I’m just getting repeative responses saying you will Get a response in 24/48 hours. Then the same message is regurgitate again and again and again. Don’t use this firm !!!!!!”

Helpful Report

Posted 4 years ago

“I have been ordered an item that never been delivered and I contacted the customer service, been told the order was error so they can cancel it for me. After so many days I received an email said it’s been cancelled and the money will be back to my account within 3-5 working days. But its still haven’t turned up after 2 weeks. I contacted the customer service again and been told they wouldn’t charge for the order that not on dispatch. However, the money clearly been taken out my bank account!”

Lookfantastic 1 star review on 5th July 2020

Helpful Report

Posted 4 years ago

“I am still waiting for my order. The customer service and the shipping company are blaming each other for the delay ( I sent the shipping Co email to the customer service). Very frustrating experience, having a customer service "sorry to hear that" is far from enough. Website not appropriate for urgent needs, estimated delivery date not accurate. After more than a week in a 24h delayed status (!), They refused to refund my - obviously lost - parcel until I receive and return it. Very good strategy to never refund the customer! Worst experience ever, stay away from Look(not)fantastic!!!”

Helpful Report

Posted 4 years ago

“I'd have given no stars if it was an option when it comes to the customer service. 102 euro was just taken from my account and I hadn't placed an order in 6 weeks. I then find out that it was an ordered that wasn't processed fully 3 months before, which I had since reorded and received the items. I asked how was their company able to go into my account 12 weeks later and just take 102 euro without my authorisation and after 3 messages on different days, I finally got a response. "The order wasn't cancelled so when money was available in the account, it was taken. " I'm sorry but what other site does this? I expressed my outrage. I'm a frequent buyer on this site and they have no right to dip into someone's bank account months later. It doesn't even make any sense as there were available funds in my account basically all the time after this. But 3 months later they take it and didn't respond to my messages until after the order was shipped (I messaged twice before it was). No apology offered, it was my fault for not cancelling the order. I wasn't aware you had to cancel a failed order. I've asked for my refund to be processed as soon as possible and the courier to not deliver this as I will not be paying to return it. All in all it will probably take at least two weeks for the refund and wasted so much of my time.”

Helpful Report

Posted 4 years ago

“I ordered a 'three-month beauty box subscription', and have been charged to renew as apparently it's an 'automatic renewal'. I no longer live in that house and their customer service offered nothing useful to help me fix this. The box name is deceitful as a three-month is supposed to be three months, not three months plus automatic renewal and the customer service is poor as they couldn't even tell me why that is the case.”

Helpful Report

Posted 4 years ago

Lookfantastic is rated 1.3 based on 1,401 reviews