Lookfantastic.com www.Lookfantastic.com

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!

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 ****

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 .. 

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.

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!!!!

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.

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.

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.

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.

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.