written by on 21/12/2022
Customer Service is appalling, no one person taking responsibility. Totally faceless and nameless company! 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!
written by Samsam1993 on 20/06/2022
I had an awful experience with this company. Still no refund over two weeks since returned products. Now my accounts none existant, so that’s been wiped. I’m so confused. What absolute pieces of ****
written by Anhugh on 30/12/2021
I would not buy anything from this company they do not give refunds I’ve waited 8 wks for my money back on an order they cancelled because they ran out of stock over Xmas AVOID. I have contacted them over ten times and they ignore me I’ve had to get my credit card involved to get my money back ..
written by Dommmeee on 24/12/2021
Ordered a couple of items as an Xmas gift to be delivered to a locker for collection. Website clearly stated that if the order was placed before 21st Decemeber it would arrive before Christmas. I placed the order at 6am on 20th December. Received an email that the order was dispatched and estimated delivery between 23rd-24th December. Then last minute on Christmas eve I receive an email telling me the shipment will be delayed, with no indication of when it will be delivered?! I then had to rush out to find an alternative xmas gift. Very disappointed as I wanted to gift this specific face mask. When trying to contact customer service through whatsapp they take hours to reply and when they do, it's a generic, automated response. They stated to expect up to 7 working days for delivery. So WHY STATE ORDER BEFORE 21st FOR XMAS DELIVERY on the website??!! WILL NEVER USE THIS COMPANY AGAIN, and will not be recommending them to any friends or family.
written by Leah89 on 12/12/2021
So they sent me a promotional message back in August that said spend £75 and get an august bundle worth £150, I ended up spending just over £100, firstly their delivery partner said my order had been delivered through my letter box, obviously it wasn’t because it doesn’t take a rocket scientist to figure out even £100 of goods couldn’t really fit through a letter box let alone what I was expecting to receive which was the equivalent of £250 worth of goods, I contact their delivery partner and look fantastic about this each time I contacted look fantastic I had to wait at least 48hours for a response, and for responses like check with you family of neighbours… when I’ve clearly explained and sent screen shots of dpd saying posted through letter box, anyway it was a lot of back and forth tedious messages all with 48hour responses, I was eventually told I needed to fill in a form for denial of receipt, I was annoyed about this as well because it’s not a simple online form, you either have to print it fill it out and sign it, then scan it back to them or do it by converting it to a PDF and doing it that way, which either way just takes a lot of time there was no customer care, no apology, considering that it was obvious £250 worth of goods could not be delivered through the letterbox, But anyway I did the form and sent it back to them, then it was at least two weeks until I heard anything back and I had to chase it to find out what was going on, I got so annoyed because I was waiting for so long and I wasn’t getting any appropriate responses from anyone considering at that time I was £100 out of pocket I would just expect a bit of customer care, eventually I just said I don’t want the stuff anymore, at which point they told me it had already been dispatched and that I would need to return it if I didn’t want it, I was just relieved that it was coming, but unfortunately when my package arrived it was only the goods I had ordered and not the so-called £150 August bundle, At this point I was quite obviously fuming and again had to contact them to go back and forth tediously, I said that I wanted to know their formal complaints procedure and each and every time I asked that question was completely ignored, I was then told that the August bundle was subject to availability, and that might not have bothered me so much if it had of been mentioned on purchase but it was not, and in my opinion equates to false advertising, It also might not of bothered me if I had been handled with care by customer service, considering I was spending quite a bit of money, but regardless how much money you spend you should be treated with care as a customer, I was told that when the August bundle became available it would be sent to me, I was told it was being sent to me and then it wasn’t, And throughout all of this going back and forth on the messaging option because that’s the only way that you can contact them, in a rigmarole, asking several times what the formal complaints procedure was, to be told if I wanted to make a complaint I should write it in the message and it would be forwarded to Complaints handler, which I didn’t trust or find a substantial way to complain, I expected to be given an email address that I could send a formal complaint to, in the end I just got fed up with the whole thing and forgot about it, then a few days ago I’ve got a message from Royal mail to say that a package was being delivered at the time I could not think what this package would be as I hadn’t ordered anything, what I received I can only imagine is what they call their £150 August bundle bearing in mind we are in December now, I wish I could have attached a picture here but I’ll describe it a plastic look fantastic make up bag with eight sachets of sample products including Elvive shampoo and conditioner Garnier body lotion and conditioner, The largest sachets containing 9.7ml of product, It’s an absolute insult to me, and complete false advertising to send a message and say you’re going to receive £150 worth of goods and then send me four months later, A crappy plastic make up bag, with 8 sample packs, is just disrespectful, I realised I have to write a review about this as it is completely unacceptable and just insulting and has verified that I will never ever from this point forward spend my money with look fantastic again, there are a lot of other better companies that will treat you better and respect you as a customer and I would rather spend my money with them!!!!
written by Ericksongd415 on 08/12/2021
Placed this order on the 25th November, with given 5-7days delivery . After endless messages, and listening to excuses that their busy . ( Aren’t We All ) In which I like to state .. THAT LAST YEAR DURING COVID THEY SEEMED TO DELIVER ON TIME .. Within their time stated . Now that they’re trying to re coop business after last year , meaning possibly cutting back on warehouse staff?. Their customer service is absolutely appalling. With constant messaging backwards and forwards ,. We are now nearly over 2 weeks since the supposed promise of delivery . With only part of it is still waiting to be shipped??. And the other half .. is still processing. The question is… WHY ARE THEY CONTINUOUSLY TAKING ORDERS IF THEY HAVE A SUPPOSED BACK LOG IN THEIR WAREHOUSE OR A PROBLEM WITH GETTING THEM DISPATCHED??. This is certainly the worst this year ,of online shopping experience I have dealt with . Most retailers inform of delays .. THESE DO NOT . Their code of business practice is disgusting.
written by Kfenney on 08/12/2021
I placed an order, paid for items, but third item on order was never delivered and this Company are still refusing to refund my money. This is no longer a reputable vendor, DO NOT.USE THIS COMPANY as customer service is non existent. I have experienced deliberate avoidance tactics when trying to obtain a refund. I would not recommend this Company to anyone. I had to resort to raising a dispute with PayPal. Even this is being ignored. BUYER BEWARE.
written by Smartas27 on 22/10/2021
I bought the Look Fantastic BAC 2021 for the first time, after considering it with others on the market at the same price. I was a bit disappointed with the contents, too many hair style products, no lip or nail product and overall not that impressed. I buy a BAC every autumn, I've had M&S twice, Debenhams and Amazon's twice. Delivery was by Hermes 'in our own time'. I wrote a 3 star review on LF website twice and have not had it published, so as not to be ignored any longer I write it here.
written by frHopper115 on 28/06/2021
I've been a long term customer of Look Fantastic and subscribed to their beauty box for several years. Today I contacted them for the first time with a complaint regarding a product I've just received, which was misrepresented and not fit for purpose. Sadly, the online chat representative either feigned complete ignorance, or was following orders from above, and refused to understand my explanation of why I wanted to return the item. On principal, I will noe take my custom elsewhere as I've lost all faith in their integrity as online retailers.
written by Thissucksxiv on 24/07/2020
I ordered several weeks ago, they took payment immediately and right after that sent an email saying supply is low. A week later I got a second email saying they were working on my order and that was the last word that I’ve heard. I finally tried to call but it’s impossible to get in touch with anyone.
written by jenny.obrien7 on 30/05/2020
They sell voucher codes that can not be used on all products but don’t tell you They take ages to get back to you probably due to how many complaints they have Say it’s escalated well I’ve been waiting for 4 weeks for a manager All I wanted to do was place an order Avoid!
written by vanesajahic on 24/03/2020
I wish I read about this company earlier. They did process my first order correctly and on time. However, my second order was never delivered. I followed up several times but they asked me to confirm the following: - delivery address. - Another member of your household has not signed for the delivery on your behalf. - A neighbour has not signed for the delivery on your behalf. Once I replied, I did not hear from them so I followed up again and they asked me the same questions. I then said that I have replied and that they could check the trail of my replies. So then they said that they need to confirm and investigate. Again no feedback from them. Thank god it was not a big amount. However, I was really surprised and disappointed.
written by RuVa on 09/08/2019
My order is from 29.06.19 and is not available yet. They have no intention of sending it, but they do not return my money either. I will not use them again and recommend them to anyone. Terrible customer service...
written by KhloeWebb93 on 21/09/2017
Great products. Great company. Fast delivery to Brooklyn. Asked question on my account- reply was within couple minutes. Tracking of goods every day updated. Packaging good ,safe. I would recommend to my friends. thanks.
written by dicle on 02/08/2017
I will never order from lookfantastic.com Awful delivery, awful customer service... I ordered nearly 8 days ago. I still can not manage to get my order. The parcel company (Gnewt Cargo) is a horrible company. They even told me to reorder.
written by Rosebi152 on 19/05/2017
Goods ordered not received. Took my money but would not take responsibility for the courier not delivering item. Expected me as the customer to phone the courier at £1 a minute to resolve their issue. Scripted email replies over a period of 2 weeks with no resolution and ignored requests for refund. Appalling service would never recommend using them ever.
written by Annasi84 on 07/05/2017
I do not recommend that company!!!!! They took of me £80 and didn't deliver goods when I complained they told me they will get back to me after 24 - 48 h with any information as I didn't receive any update after a day I called them. I was told I supposed to fill the form and send back so they can start investigation (nobody told me about that before!!!!) and again that I have to wait 24 - 48 hours!!!!! I filled the form up and sent, after 48 h I received an information that I supposed to do separated forms for each item I didn't receive which again nobody told me about before!!!! Unprofessional, clearly not going to give me my money back or deliver goods!!!!!! The worst experience I have ever had!!!!!!
written by on 27/04/2017
I wish I read some reviews before spending my money at this website. Literally the worst online shopping experience! Customer service is the biggest disappointment- representatives are rude and ignorant. I would recommend to stay away from this business, there are so many normal web sites to deal with.
written by 375Harvey on 08/04/2017
My WORSE shopping experience I ever had! To say they have bad service - say nothing. They simply ignore to answer questions. They easy delete clients accounts after receiving payments. After I paid for my order they have deleted my account and refused to answer on my questions! Never ever buy anything from them! Just google and you will find out lots of people were disappointed with this shop and have the same opinion! Many people were cheated by this shop. STAY AWAY from them!! Warn others to AVOID THIS SITE! Do not WASTE your time, nervous and money!!!
written by Alenat287 on 08/04/2017
My WORSE shopping experience I ever had! To say they have bad service - say nothing. They simply ignore to answer questions. They are simply SHAM and they cheat their clients. They easy delete clients accounts after receiving payments. After I paid for my order they have deleted my account and refused to answer on my questions! Never ever buy anything from them! Just google and you will find out lots of people have the same opinion! Many people were cheated and disappointed by this shop. Do let them cheat you and your family/friends! Warn others to AVOID THIS SITE! Do not WASTE your time, nervous and money!!!
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Sajy86's Comment
Written on: 06/11/2021
Add it to Trustpilot too. There's far to many good reviews on there. They've deactivated my LF account so I cant even post reviews