Lookfantastic Reviews 

I had being paying a subscription fee via kharna for there monthly look fantastic beauty box. I finally cancelled this four months ago, tried to get this £13 payment on kharna removed from app, and kharna had troubles getting them to refund the amount, therefore leading to no more disputes possible with kharna, and look fantastic are still not understanding or doing what kharna need to remove this payment on the kharna app. They need to contact kharna and provide the order reference and refund the amount, and it’ll get taken off my kharna app, ta dah, simple? But no, its been ongoing now for months, and resulting now in late fees for something I don’t even have a subscription to? This is fraud now.

I really like that I can see what I have ordered for som time ago.
And I think they have some good products to choose from.

Awful customer service ! Item ordered was shipped to address in Northern Ireland I live in North East England 🙈 Trying to contact was a nightmare after several emails had a one yesterday to say money refunded no apology or anything won’t be using again

I’ve been a loyal and regular customer of Look Fantastic for years, but my recent experience has been absolutely shocking. I ordered the Medik8 double cleanser as a treat ahead of my hen party and wedding, something special that I don’t usually splurge on. When it arrived, the cleansing oil had completely leaked and was empty, and the cleansing gel was missing altogether.

I contacted customer service, and they assured me they would send a replacement. When the replacement arrived, once again the cleansing gel was missing. Since then, I’ve spent two weeks sending repeated messages to customer service, only to receive generic, copy-and-paste replies from different staff members who either ignore what I’ve written or repeat the same unhelpful responses. It honestly feels like talking to a bot.

In the latest message they have said "as a gesture of goodwill" they will give me a £15 refund if I return the oil. Please make it make sense. If I return the oil, leaving me with neither of the products that I purchased they will send me £15 - but I spent £39! The gesture of goodwill is leaving me £24 out of pocket, not to mention the amount of time I've spent on trying to get this sorted.

Look Fantastic has completely let me down, and after years of being a loyal customer, this experience has made me rethink ever ordering from them again.

This company is a very bad if you put your view here one person will reply call Ben will say he is sorry and here ro help and if you send him 100 messages will not reply back ..
My experince with them got bad the worse .
Eventually 100 messages later they collect the parcels ...even I had confirmation they had they told me that they can not find the parcels ..
After 100 messages later they find the parcels ..
But this time they accused me to use 3 items and cut the my refunds ..funny part is which they accused that items never come to me as they donne mistake and send it to me wrong ones in first place ..even they had pic ,emails about that items showed how damaged it arrived and wrong color send it to me ...
What they send never been used ..
Even they were wrong items never arrived ..
Try contact the this gentleman call Ben as he replies only when I put to complains here ..
But no answer at all and even they stop my sign in the account so I can not send anymore messages .
Now I am contacting citizen advice consumer help and I already I contact my credit card company as this company never will reply or they will admit they donne wrong .
I will take this further as I will be not paying something I didn't use or received.
So please be carefull if you want to use this company it is horrible to deal with there is no phone number avaliable so you stuck messages which different people reply or they never reply .
Horrible, unprofessional company .

Advised my order had been delivered (instruction was to my safe place) by email by LookFantastic but nothing received.
Sent an email and was asked to supply order number (I did in the original email) address etc - no further response received.
Evri was the courier, no ‘delivery card’ received, or proof of where the delivery was left/delivered to…
Appalling customer service..

I do not recommend this company to anyone. On 28 July 2025, I placed an order (Order No. 682967584), and during transportation, the goods were damaged twice. It has now been a whole week that I’ve been writing emails to them, explaining that the goods are with them, yet they are demanding that I fill out missing goods forms, even though the items are not missing but are in their possession.

I’ve wasted an enormous amount of time. It’s truly unfortunate that such stores even exist. This clearly demonstrates their lack of competence, poor quality assurance, and the inadequacy of their logistics system.

Today is 06-10- 2025, but I'm still waiting for my refund. Already 13 working days. Today I wrote a message and received an answer that "Your claim is currently with our investigations team for review". It's unbelievable....

have never felt so let down by a retailer as I have by LookFantastic. I placed an order worth over £200 last Saturday, only for it to be lost in the post. I then had to wait three days before anyone would even arrange a replacement. I was told this would be dispatched on next-day delivery — but 48 hours later, no updates, no parcel, and no reassurance.

Because I urgently needed these items for my holiday, I was forced to reorder everything myself. By this time, half the products were out of stock, the prices had gone up, and I had to pay again upfront — pushing my total spend to over £500. I simply didn’t have the funds available to cover two orders at once, but an agent assured me that I could use the account credit they’d issued alongside Klarna. That information was completely false.

I want to be fair — one agent, Sam, actually seemed to care and tried to help. But beyond that, every other interaction has been with agents who provide cold, automated, copy-and-paste responses and seem powerless to actually resolve anything. It’s not their fault — the company clearly doesn’t give them the tools to do their jobs properly.

To make matters worse, the second order I paid extra to receive on next-day delivery has now been “delayed” in the post, with no guarantee of when — or even if — it will arrive. I have been given conflicting information at every turn: one person told me 24–48 hours, another 3–5 working days. There is no consistency, no accountability, and absolutely no customer care.

I have been a loyal customer since LookFantastic first launched, but this experience has shown me how little they value loyalty. Once they have your money, you are just another number.

My advice is simple: don’t shop here. The service is appalling, the promises mean nothing, and if something goes wrong, you’ll be left out of pocket, stressed, and scrambling to sort it yourself.

I placed an order on the 18th August and have still not received the product after various chats with them I a still waiting 10 days later even though it says was damaged in transit I was promised a replacement am now being told they cannot issue a replacement as they are awaiting a reply still from the courier which is evri

Shame on you look fantastic you have my money but I have no product

I do not seem to have any messages from you on my look fantastic account

My order number is 687128996 so you should be able to find my account details and reply there

Why offer Apple pay and then say it’s unavailable. Perhaps to attract customers some of whom may opt to pay by some other method. I will not be using this business again

I received the wrong item. Talked to the chat bots who were no help. They never are. Decided to get a return and discovered that I had to pay £2.99 to return an item I didn't order! Unacceptable. Won't use again.

Please do not order from this company ordered aftershave for my husband’s birthday which came with a free gift also paid for a years delivery pass
When my parcel arrived the free gift was inside but no £100 aftershave
After nearly two weeks of live chats message app emails I received an email saying they had reviewed CCTV and my order was correct ( no proof of this was provided) and on top of this it said they had closed my account down and would not accept any more orders from me
By doing this I can no longer contact them and they have no customer service number absolutely shocking

One of the worst services I’ve ever seen. To get through to a live-chat agent you need to take a day off and set aside a whole day to solve the problem. Even then, they reply very slowly — 5–10, sometimes 15 minutes between messages. Just awful. I spent about three hours in one day trying to resolve the issue. The parcel was on its way for a week, although I paid for next-day delivery. In the end they told me they wouldn’t do a replacement and that I should wait for the parcel. Eventually, after a huge hassle, it arrived — and it was in such a state that it was simply impossible. The issue was exactly the packaging. The parcel cost £300. It’s simply unthinkable.

As a result, I had to spend ages in chat to arrange a replacement; agents kept changing, and I had to explain my situation over and over, even though they could just read the conversation. In the end I managed to get them to do a replacement, although it should not have been so hard considering the condition of the parcel — and they don’t even offer a collection. Because of them I had to replace the parcel, and with this large box I had to go to the post office myself and stand in a queue.

When they received the return, I got an email saying a refund would be issued soon. But why? In the last three-hour chat I confirmed several times that I needed a replacement specifically. As a result I had to write again and waste my time. And for all this they gave me a £10 voucher — that was at the stage when the parcel was delayed; when it arrived and I had to struggle again with these problems, they told me they couldn’t provide anything more. It’s just ignorance — what kind of service is this?

I spent £700 in two days in their shop; the first parcel for £400 also looked very crushed, but everything inside was fine, so I decided not to fuss. In the end, over two weeks I spent money to receive my goods, and I also had to spend a lot of my time solving problems for something I had already paid for — and not a small amount. The service is basically zero. I’m very upset and angry for the whole day — they shredded my nerves.

I’ve used this company quite a few times, I’d like to think as a loyal customer that would be appreciated. However, the problem seems to be with free gifts if you spend over a certain amount. I’ve never received any, having looked through comments it’s a problem with a lot of people. I ordered a very expensive Elemis moisturiser and it very clearly stated I’d receive a free gift, I even got my husband to check to make sure. My order came yesterday, no gift. I sent messages to ask why and was told no such offer was on. Now I’m absolutely certain it was and it feels like I’ve been conned. It’s not a huge deal I know, but I won’t ever use them again. Seems like false advertising is ok to the company. Be aware if they offer a free gift chances are you won’t receive one.

Ordered aftershave on 4th was sent out and rerouted to my parcelshop , got lost in system and returned when found, I specifically asked them to refund which they ignored and resent the item which has been rerouted once again to my parcelshop, evri tracking won't work via the link, have to manually enter tracking number every time and still no movement but eta is today the 12th from the email, no update on evri so its probably lost in the system a second time. This can't be coincidence something tells me they will continue doing this and eventually try to keep the goods and my money, will never purchase from this crowd ever again, all they offer is chat with robot and automated apologies with stalling tactics.

Look fantastic have cancelled my order and deleted my account. For absolutely no reason. No reason given. I also had points with them.
I have ordered from them for years with no issue. No returns or refunds made and today out of the blue cancelled my order and deleted my account. Which means I can’t log in to get support or help. No phone number or email address to contact them. Awful service.

Ordered aftersun lotion - when it came it wouldn't rub into my skin and was all gritty. Was told not faulty so not their problem. it's meant to be a smooth lotion not grit! Not sure it's even the real product and it's not the same as when I ordered from elsewhere! Dreadful customer care - or should I say lack of it!

I reviewed this morning and it seems Evri say I have to get YOU TO CHANGE DELIVERY ADDRESS. Why won’t you do this. You incorrectly put the address on and refuse to refund my £27.45. You are a sham, scam and unworthy company. Reviews prove this. I want a refund as I won’t get it. I attach Evri I email. Sent to me I’ve asked you to send it to correct postcode you ignore me, Evri won’t change you do. Stop being idle and send my delivery correctly. You have until Tuesday when trading standards are brought in and anything else I can. I’ve tried to put Evri reply saying “supplier must change postcode as you got it wrong” information to you bounces back messages full. I will delete some which I’ve already screenshot as evidence

After all the hassle, Looks Fantastic have now refunded my money as I didn’t receive goods so I have given an extra star.

Order number 681825073
Bought the Sun bum shampoo, conditioner and toner for the first time for my daughter. Unfortunately, the shampoo and conditioner didn’t have a protective seal. The shampoo smelt so offensive it made me cough. Having a weird cheesy and just gross smell she can’t use it Batch number for Shampoo D2277A-S and Conditioner D2186A
The response from Sam from Lookfantastic customer service was pathetic:-

We are very sorry to hear that you have experienced an issue with these items.
We are often asked why there are subtle variances with regard to the way a product looks and even sometimes feels or smells. This often happens when items are ordered continuously over time and therefore different batches are created for that product. Although these differences are often small, we understand that they do sometimes cause concern.
We strive for excellence with all our products; therefore, we are always disappointed to hear that a product does not meet expectations.
Kindly note that most brands are progressively moving away from plastic packaging and do not shrink wrap or provide a plastic sealing or covering anymore, to reduce packaging waste for environmental reasons.
Please rest assured that your product is unopened and safe to use.
Your feedback is extremely valuable as it allows us to continually review and improve our products.
We apologise for any inconvenience this may have caused.
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.
Kind Regards,
Sam
Quality Compliance Team
Then when I queried this again he contradicts himself saying no refund due to products being opened? when I clearly stated they were already open. Just excuses after excuses…….
LF response. I would like to apologise but as you have opened the products we no longer will accept a return;
As we're happy with the standard of the batches provided, we're unable to offer a resolution.
Kind regards,
Sam
Quality Compliance Team
I have paid £2.99 to return these items as I am within my rights of 30 days on-line purchase as I do not want these items so whether you agree with me or not the shampoo is not fit for purpose as the smell is offensive. Products should be FACTORY SEALED for hygiene.
Disgusting experience so far and I am appalled by the ignorance of your staff.

I’ve had one of the worst customer service experiences with Look Fantastic and feel compelled to share it.

I recently placed an order that included a bundle, but when my parcel arrived, it was visibly damaged on the underside. Upon opening it, I discovered that part of the bundle was missing. I immediately contacted customer service to explain the situation and expected a resolution, such as a replacement or refund for the missing items.

To my absolute shock, I received a response stating that, according to their CCTV footage, the order was "fully packed" and they would be closing my account as a result — essentially accusing me of dishonesty. This is both insulting and unacceptable. Damaged parcels are not uncommon in transit, and any reputable company should understand this and at least investigate further or give the benefit of the doubt, especially to a paying customer.

Instead, I was denied any form of compensation and left with an incomplete order. The complete lack of accountability and the aggressive response from their support team has left me extremely disappointed.

I will not be shopping with Look Fantastic again and would caution others to be very wary — if anything goes wrong, don’t expect fair treatment or a proper resolutioon
I am a loyal customer to look fantastic and now my account has been closed without allowing me to reorder on her again. I will now consider taking legal action as I am being held at fault and accountable without the full facts being taking into consideration . Nor was I asked if my parcel was damaged and now I can’t even place orders on the site as it keeps cancelling . I want my account reinstated and if this is not the case I will be seeking legal action