Lookfantastic Reviews 

If I could give this a minus, I would!

Placed an order on 29/08, order no 778865775.

I ordered from LOOKFANTASTIC on 29 August and specifically chose delivery to a local off-licence rather than my home address to make delivery as straightforward as possible.

The first delivery apparently failed due to “weather conditions”. This was August, during extremely hot weather, so I found that explanation very difficult to understand.

A second attempt then supposedly failed because the driver wrotr ‘nobody home’ and could not access the property. The delivery address is an OFF-LICENCE that is open from 6am until 11pm. How exactly was it inaccessible when I received the email at 15:15!!!!!!!!!! Flipping liars!

The whole experience has been ridiculous. The explanations provided simply do not add up, and trying to get meaningful help from LOOKFANTASTIC has been just as frustrating. Customer service responses feel generic, I cannot get through to someone who will actually resolve the problem, and there appears to be no straightforward way to directly email somebody and get this sorted.

I placed this order over a week ago. At this point I do not want excuses or another generic response. Either DELIVER THE PRODUCT I PAID FOR or issue me a FULL REFUND so I can purchase it elsewhere.

Absolutely appalling experience and nowhere near the standard of customer service I would expect from a company of this size.

I took a Beauty Box subscription and appreciated that I needed to sign up for 12 months. I cancelled before the 12th delivery and received an email acknowledging this and expressing sorrow at me leaving. Despite this they charged me for a 13th month and when I queried it falsely claimed I had signed up for another 12 months. The only contact you can make is with a faceless online message system and your only remedy is to block further payment. Do not risk signing up

Awful. I ordered from Look Fantastic on Tuesday 2nd September and, a few hours later, was told my order had been upgraded to next-day delivery, with delivery expected Thursday 3rd.

Royal Mail received the parcel that day and the tracking updated to “in transit” on Wednesday 3rd. It is now Saturday 5th (the day I needed the item) and it still hasn’t arrived, with no further tracking updates.

I tried to contact Look Fantastic through live chat but couldn’t get through to anyone. I then contacted them on Friday 4th, provided all my order details and was told they’d get back to me as soon as possible. I’ve heard absolutely nothing.

I understand Royal Mail delays can happen, but the complete lack of communication and customer service from Look Fantastic is shocking. If you can’t deliver when promised, at least respond to your customer when they’re trying to resolve the issue!

Ordered some items which I haven’t even received, its been more than 2 weeks. Awful service!

They have a great range of products but are totally let down by their delivery partners. This time they used Relay who couldn't deliver to a post office as no-one was home, tried to redeliver to same post office on a Sunday and then decided that no-one could take the package at the third attempt. Queries and complaints are dealt with generic replies. Have given up on them and will use John Lewis instead.

If I could give 0 I would they stole my gift card money and refuse to give me it back say they will get back to me and never do. I’ve had to speak to 100s of agents over the months and no help they is no company number .

I had an allergic reaction after using a hypoallergenic sunscreen contacted them via chat to return the product and flag this as customers who looks particularly for hypoallergenic products may have similar issues. I had to go to my GP and pay prescriptions to resolve the reaction. After 2 weeks I get an email from quality assurance that they apologise and give me a credit for the product amount on my account to use in 6 months. I was confused about thi as I ordered as guest and don’t hold an account plus my allergic reaction had made me very cautious now am not keen to purchase any beauty products other than the products I was told to use from the pharmacy. Whilst I appreciate the gesture I wanted to request a refund to my initial payment method. The email I received was from a non response email address so I had to revert back to the chat function. I explained the situation again and asked for a refund and the lady said sorry it’s on your account and closed the chat. Horrible service. Won’t buy anything again nor recommend

I have remained a loyal customer for a few years now, however my recent order of a very high value for 10 items was ordered on 10th August and was due for next day delivery under my Premier delivery membership but this did not happen and despite using online chat has not sadly been resolved as the delivery company kept advising on their tracker app that delivery had been attempted when I was at home on both occasions and had waited in all day past the delivery slot stated, no card had been left or photo evidence and as at 21st August still no order received. I have had no option but to request a full refund on items that didn't even get delivered. Disappointed with the lack of interest by both look fantastic and the delivery company both whose responses to my ongoing emails went 'on repeat' but never got my items to me and do not call you on the telephone as apparently that service for customers doesn't exist. I have spent £££s over past years but now considering other online beauty retailers who actually have a customer contact team who you can speak to when you have such issues. I now have been left with no items for my pending trip and no time to order elsewhere as its taken all this time and still no resolution. Very disappointing service 😒

recently not renewed my premier delivery service and it appears to have gone terribly wrong!
ordered an item and paid for express, product didnt turn up, EVRI doing their normal its at the depot for five days!
You cant speak to anyone, the colleagues replying ro email messages are clearly not reading the issues and not being resolved!
Nightmare to contact if anything goes wrong!

I am a loyal LF customer of years and about to switch to Sephora i think!

Absolutely horrific customer service and website. I made an order which took my money but an order was never placed. When I complained about this I was told to keep waiting which it had now been 40 days since it happened. Everytime I messaged for an update I’d get “I’m so sorry can you please confirm your details again we’re looking into this for you” and then I’d get no other update. My money is still missing with no order and I will never order from here again, disgusting.

I have been a loyal customer of LF for many years however I am now at a point where I will no longer purchase from this site. I made an order worth over £70 which was being delivered by Evri. My order was ‘upgraded’ by LF to free next day delivery (I didn’t renew my premier delivery as it was not arriving next day) Evri delayed the parcel and the tracking stopped being updated, an obvious indicator that the parcel was lost/stolen. I had an issue with Evri on my previous order that it had been lost so LF sent a replacement. This time, LF are constantly asking me to ‘wait an extra day’ when it is already 4 days post delivery date. I have refused to wait any longer and requested either a replacement sent ASAP or a refund on my card so I can shop elsewhere. Their customer service is dire - it is clear the parcel has been stolen/lost by Evri. There are many competitors which provide a better service so once this issue is resolved, I will be deactivating my LF accounts and shopping elsewhere

the most expensive item from my order went missing and the company made no attempt to apologise / refund / and closed my account. The fact pattern is as follows :

1) they 'upgraded' the delivery to a day I did not choose

2) the delivery arrived incomplete - without the most expensive item worth about £200. there is no evidence of tampering in the box - I supply all evidence over email as requested - my hypothesis is that there were 2 boxes not one.

3) they review the 'video footage of order being packed' and conclude all items were packed.

4) they delete my account so I cannot pursue the matter further on the same chain.

5) they refuse to supply the video on subsequent requests

6) they refuse to supply courier's evidence of courier delivery and I recieved none.

I work in anti-financial crime and all this strongly indicates that they have a problem if high value items go missing from numerous orders as a number of reviews here suggest. to unilaterally blame consumers if items go missing - which is what they are doing - is to ignore the problem. is as a consumer I have been very disappointed and needless to say will not continue buying from them.

My order didn’t arrive

Terrible customer service experience, waiting for an item which hasn’t been delivered. First day of talking about issue, messages almost replied to instantly. I have been chasing for 2 days for an update. Cold silence. **UPDATE** still not responding to further messages sent for an update. Automatic responses on trust pilot aren’t good enough.

Customer service is shocking, NO REAL PEOPLE, there is no service they take your money then only give you a chat, which is automated, unable to comprehend simple question and turns it around by saying it doesn't recognize your details, and cuts short conversation. No ability to return to chat. Unlikely to get goods, and definitely not next day as that was yesterday! Evri have not sent confirmation email which they usually do when a package enters their system. Seems to have fallen through cracks.

Should have stuck with Boots

Their customer service is unbelievably rubbish. My item hasn’t been delivered and I’m communicating constantly with various people over messaging. Each one telling me something different from the last. One told me the issue has been solved and will send me a replacement. Then someone the next day comes back and started the whole process again. It’s almost as if they can’t read previous messages or something. It’s so frustrating and there is no number to contact them on. I will NEVER buy from them again. Ever! Absolutely terrible!

Why is your Next Day Delivery NEVER next day? Waste of time paying the delivery subscription fee. I ordered hours before the cut off. And this isn't the first time. Ridiculous. Don't offer and charge for a service you cant provide.

AVOID buying anything from this company!! I have had several issues with items missing from my order and trying to request a refund they have blocked my account. They have no telephone number to call and everything’s only via email or live chat and even then they don’t have answers or seem to want to help. Terrible customer service. Also with them disabling my account I received the wrong shade of foundation and I have NO way of returning the item.

Really disappointed to find out that I cannot use multiple gift vouchers for purchases on Look Fantastic. Really poor service. This is an online retailer I use a lot and therefore gutted that I can only buy one product at a time or pay for the difference myself. Would not have asked friends to buy me them if I knew this was the case

I’m disgusted with how I’ve been treated by look fantastic. I had an issue with an order and I’ve been blocked from ordering from them. No context of the reason, nothing explained to me whatsoever. I’ve now tried to order my son’s uniform from matalan and it’s affected this website too as my order was cancelled. Frankly I have no interest in shopping with LOOKFANTASTIC after the way I’ve been treated but for this to affect other websites too isn’t right! I’m absolutely furious…. AVOID this company!