Lookfantastic Reviews 

I asked the agent to automatically cancel my order if they were unable to price match - they were unable to price match (fair enough, that's fine) but didn't cancel my order. I replied in <10 mins asking for my order to be cancelled as it hadn't been shipped yet but didn't receive a reply until hours later. By then it had shipped.

As a result of this, I'm having to pay £2.99 to return the product.

I have used Lookfantastic for several years, spent lots of money with them - earning myself a top tier rewards place with all the money I have spent with them. Recommended them to all my friends as they do have the best prices and you can use your rewards to earn money off. Loved them! Until this week…
The first time anything has gone wrong with an order and they have been truly awful.
I spent over £120 with them on this order. The parcel has not arrived and they have done nothing to help me. I have spent every day for a week chasing with Evri with no luck. Why am I having to do this when my business is with lookfantastic. Whatever happened to customer service. Whatever happened to actually speaking to a human being??? I am messaging them daily and they have stopped replying. I am so frustrated it is doing my head in! Can’t see how to make a complaint as everything is done through their messaging portal which guess what, no one answers!!! Absolutely driving me crazy.
Order placed 10 days ago. Tracking last updated one week ago. Funds cleared from my bank and no parcel

Ordered from previously and had no issues as I kept the items. However I trying to return an item and this is where the company really let themselves down.
I have to initiate a return myself however every time I try to do it myself online it says to contact customer service. So how do I do that they have 2 ways to send messages, no telephone number. However I’ve been 6 days now trying to get some help from customer service. I message they take hours to get back to me, tell how to create the return, and guess what it doesn’t work. I reply telling them that, and they just say to do the same thing again and again. The customer service is poor late getting back and not helping me to return an item. My experience with them is enough to not order from them again!

Thank you for replying on here Liam, however I have checked and I am still not able to make a return so the problem is not resolved. So once again contacted customer services who told me someone will look into this and will get back to me in 2 to 3 days!!!!!
I would just like to return an item for a refund! How complicated can it be. Liam I would appreciate it if you could contact me directly regarding this matter!

The website was easy to figure out but I hope I’ll receive my package without any problems

Yet another disappointing month for Lookfastanic subscription boxes. I have been receiving these boxes each month for over 12 months now. They started off great, something to look forward to each month. Each month items are missing out of the boxes and items in the box are nothing more than samples that you can get for free from the suppliers. It's not worth the money. February 2025 was the final straw. I will be cancelling, my subscription.

What an awful beauty box this month. Missing what was possibly the only thing worth having and looks like it's the dregs and left overs of a couple of samples. Wouldn't pay a fiver for this lot. One more month otherwise I'm cancelling, they seem to be getting worse each month. As someone said it's valentines month so could have been themed a little better than this shower

I have been a Lookfantastic subscriber for a few years. I usually look forward to receiving my box and get excited checking out the spoilers early. However, over the last few months the quality and quantity of the boxes have been very disappointing. Especially this month's with being valentine's month. I tried to contact Lookfantastic but just had a message stating have you received damaged or missed goods . No I stated clearly the I was not happy with the contents. I will give it one more month and if no improvement I am cancelling end of . Very dissatisfied customer

This is my order number 649348549. Why is there no email address to contact you.i just want my £115 you guys has messed me around enough. I just can’t believe how bad of customer service a company will have.just send me my refund. I’ve got video evidence of only one perfume came in the box and I can only send it to you via email.very very unhappy customer never again

The customer service is dreadful. My parcel didn’t arrive and I’ve spoken to numerous people at customer service who have all say they will send a replacement. This has been going on for 5 days now, where I’ve been told a replacement will be sent. I’m still waiting and the replacement hasn’t been dispatched. I’ve asked for a refund and they won’t refund me even though they haven’t dispatched the replacement. I would never use them again. I reordered the things from cult beauty instead who are much more reliable.

Do not buy from look fantastic. My itmes arrived damaged whole box was broken after 10 days going back and forth sending pictures and messages and still not got a refund or a replacement and customer services just keep giving the run around . I've asked to speak with a manager several times and not allowed to . They keep telling me a replacement will be sent out then nothing .. I've never experienced anything like this customer service in my life . Don't buy from them as if anything is wrong with your order they don't want to know and just give you the run around. 10 messages I have sent back and forth ! AVOID ! AVOID ! AVOID !

Bad. Scrunchies falling apart, and absolute rubbish in the box.

Shopping at lookfantastic is great until you need to contact their Customer Service. On multiple occasions I have been passed from person to person, none of whom read the whole chain of messages or try to resolve my issue for me.
Most recently I had a code for 100% off a specific item. The code applied at checkout and the price was £0. After completing the checkout process, I was actually charged full price for this. Nobody could help me out or cancel the order for me, even though I was in touch immediately. I requested a cancellation, a recall, or a refund to honour the discount code. None of these could be offered and once again I was passed from person to person, none of whom seemed to read or understand my query.
I was a regular shopper at lookfantastic, but my last few experiences when contacting customer service are making me reconsider this.

UPDATE:
Order number: 649003828
So having now received this unwanted item at lookfantastic's error, they want to charge me £2.99 to return it! No one mentioned this at any stage when they were telling me I could return it. Definitely considering no longer shopping here.

Edit:- The morning after I left this review I received my refund. I dont know if it was because of this review or not but my issue is now resolved and I am grateful for whoever sorted it. I will update my 1 star to 3 (would have been 5 if it had been sorted without non of this) and probably now give them a second chance 😁.
Like others have said this company is great until you need the help of customer service. It's then you find out how much they actually value their customers. I placed an order in December and when paying the page reloaded & I ended up buying 2 of the same item. I immediately contacted customer services to cancel the order as the items were £130 each so it wasn't just a few pounds. I was told it was to late as the order was in the system but they would try to contact the courier to return the order. If that didn't happen I was told I could return the one that was orderd in error. Well of course the courier didn't return the item and I received the delivery. I straightaway packaged up the duplicate item in the same box I'd received it in and returned it. Fast forward a month later and after sending various messages asking about the refund I have now been told that the refund policy is for faulty or incorrect items only and to top it off even if they were to accept it back they cant because the item has been used/opened. I orderd 2 by mistake which I accept was my error but I tried to rectify it and was told it was OK to return no problem. I knew I was keeping one why on earth would I have even opened the one I was sending back? It appears they are covering all options so as not to refund me. I wouldn't mind but I would have accepted a credit. Also like someone else has pointed out watch the Topcashback payouts, for some reason neither of my large orders have tracked 🤔. Terrible way to treat loyal customers. Be mindful when looking elsewhere, various online beauty sites are part of THG so I should think they all have the same attitude towards their customers.

Dreadful customer service what a fight I had to get a refund on a product which had clearly been tampered with the product wasn’t the correct product the bottle had been filled with something that smelt vile took me a full day of arguing with them trying to tell me nothing wrong with product even though I sent photos as evidence my last resort was to mention contacting consumer ombudsman suddenly a refund was issued absolutely disgusting customer service

Placed an order for 7 items worth SGD 1K on black friday 2024 (See order# 636491296). Delivery was not made and Lookfantastic was totally unaware and i had to alert them.

Replacement delivery failed again in Dec 2023 and Jan 2024, which included an glass bottle not bubble-wrapped and came broken. Many chasers and complaints were made to Customer Care and I deal with a total of 10 staff (Enquiry Update 636491296 from Georgina, Njongo, Iona, Helen, Siphokazi, Jasmine, Aislinn, Sphindile, Nandi, Donna) and yet today on 26 Jan 2025 only 2 items were delivered.

What is this CUSTOMER CARE all about? It's an utter waste of time! This is not my fulltime job to chase for purchase. It is your fulltime job and you are paid to fulfil my order purchase. Mind you...unlike the previous years I have to pay for shipment for this black friday sales.

After a month of trying to resolve an issue. I had returned the original damaged item as requested by customer service. I have now been told I won’t get a refund as ‘it’s damaged’ and it will be returned to me. Lots of miss communication and slow unacceptable customer service . do not use LF stick with other online competitors or Boots!

Dreadful customer aftercare.
I made it clear that I was dissatisfied with my recent purchase just one week after buying. However, look fantastic chose not to try to remedy the situation by offering replacement alternatives or giving a refund or credit note. They offered a measly £5 voucher, which was nowhere near the original cost. Mean service, which I will not repeat.

Awful customer service - won’t use them again

*Update: I have been fully refunded* Thanks to Ben at customer services who resolved it when the other agents wouldn't.

Answered an email that advertised free product review as I was a member of some sort. Thought that sounds nice I'll try order it. Used the code they gave me at checkout, total was 0.00 so I completed the purchase.

25 minutes later a charge came onto my card for the 'free product'. Customer service reckons that's how long it takes just in case I changed my mind. Never heard the likes and I order off look fantastic all the time and get charged straight away. Now I'm being charged 2.99 for returning.

False advertising don't fall for it.

Currently dealing with Lookfantastic.ae. Received expired shampoo, conditioner and almost expired hair oils from their hut group sub brand Chritophe Robin. I always check the batch code on products I purchase so I know when I need to use what. Customer service have been really ineffectual, attempting delay tactics, asking the same questions over and over again. You sent products that exceed the generally accepted shelf life from point of production. Having done a bit of online sleuthing, it seems Lookfantastic send oversee customers expired goods regularly. Never had this problem in the UK so feel that this is probably true. It shouldn't be this hard to receive a refund for expired items.