Lookfantastic.com Reviews 18

Do NOT SHOP with this company!! Everyone that says they are terrible (and there are a lot of us now) say the same thing for a reason. It all seems great until something goes wrong and that is when they show what they really think of their customers and their customers' hard-earned money. In my case, like so many others, I was sent the wrong item, I returned it as they asked and then sent them proof of postage and tracking. They then either told me to keep waiting for my refund or kept asking me to send my postage evidence (I sent it three times and still nothing). It has now been 6!!! weeks. Doesn't it seem like stealing if someone takes your money, gives you nothing in return, and then won't give it back? They really don't care about treating you well and valuing your custom. Shop somewhere else, where they value you and do business ethically and legally.

PLEASE SAVE YOUR MONEY & YOUR TIME & DO NOT BUY FROM THIS COMPANY!!!
This company sent me out a faulty product which I bought for a present for someone. This product was a pricey bottle of perfume that was completely broken and unusable. When I contacted this company about my issue, they were really unhelpful and made things really awkward for me to get a refund back from them. They were continuously asking me irrelevant questions about the product and asking for details that wasn’t even written on the product or perfume box like if it had an “expiry date” in which it didn’t! They used trick questions as the product never had either of the details they asked me for and I was told if I couldn’t answer them then the situation couldn’t be solved! I sent over all proof of images of the product, close up pictures of the information on the packaging and was still told they couldn’t see the pictures clearly! Funny that.. They NEVER once asked if I could return the product and investigate from there, they were just being really awkward with me and Unnecessary! To avoid me returning the product they just kept asking me irrelevant questions and to top that, it would take days to even get a reply back from them and when I eventually did it was alway by another member of staff that would start off a whole knew conversation and would return back to the beginning asking AGAIN the same lot of questions that i had already answered!! I believe they were doing this in hopes that eventually you’d get frustrated, give up and stop contacting them but that wasn’t going to happen with me. Eventually I had to threaten them with taking the matter further which funny enough THEN I was contacted and told I would get a refund. I sent the product back to them and the whole lot started again!! I was told if I sent the item back they would pay all cost (postage & packaging) & guess what.. I DIDNT! Until I had to go on to them again, again & again until they caved in and sent me back my money!!! Even though firstly they put it into my online look fantastic account so I could ONLY use it on whatever else that I decided to order In the future from them and this even had an expiry date😲 WHAT AN ABSOLUTE JOKE!!!! I told them I’d never be ordering from them again and that they better remove the money from my account and back into my bank account in which eventually they did do WEEKS & WEEKS LATER!! It’s really sad that this company’s is getting away with being happy enough to take peoples money but in no way happy to communicate with customers to resolve these sort of matters. If this was a legit site, they wouldn’t be acting like scammers! I have never known a company like it and that’s the honest truth. Please please please save your money and time and do not order from this company, even if products are getting sold for less money. It’s a TRAP! You’ll spend more money & time trying to solve a problem they’ve caused you! If I could give them zero stars then they’d be getting non from me. Absolutely Appalling!

Ordered a Xmas gift, it wasn’t delivered to me.. Whilst chasing up with LF I expressed that I wanted a refund as I had already repurchased the gift elsewhere, they sent me the item instead. So now I have to return that item, I had to pay for return too. So now I returned the item on the 6/1/24, please tell me why I haven’t received my refund yet. The customer service is actually shocking from beginning to end, their policy regarding refunds is ridiculous. The refund reached them on the 9th. It wasn’t found until the 17th, I asked if they could now refund it - now I have to wait until the 24th for it to be scanned. I am absolutely fuming about being out of pocket because of the incompetence of this company.. DO NOT BUY FROM THIS COMPANY. Any other company - if they can’t find the returned item but have proof of postage back, they will rightly so refund straight away. Oddly enough, LK kept asking for proof of me posting back, for what I don’t know because they always fobbed me after. Absolute shambles of a company. Still haven’t recovered the money back after returning the item on the 6th of Jan. apparently now I must wait until the 24th. Literally fed up of this nonsense. Oh and they said as I gesture of goodwill they credit my account with £10 surprise surprise it’s not there.. scammers!!

I received a parcel today from this company. I had ordered 3 hair brushes. they sent 3 different style hairbrushes to the ones ordered. I tried to contact them re the returns charge of £2.99, as they had made an error not I. Their live chat is unavailable, their email customer service system is down and they do not have a phone number. I stupidly did not look on Trust pilot at their reviews, but having done so can see sending the incorrect product is normal practice and not allowing the client to chat via live chat or email is also normal practice. Please be weary of using Lookfantastic.com, they offer no customer satisfaction and are dis honest in their transactions with their customers, you can get the same products at better prices and the correct product from either Super drugs or Boots. Thank you

Furious!! I bought Tom Ford Velvet Orchid EDP for £130. Then realised it was for women. So I sold it on eBay for half price and the buyer has got back to me to say she looked up the code on the cosmetic calculator and it is three years out of date!! Now they won’t reply to my messages even though I’ve been put in a queue to a representative. Crooks!!!

absolute terrible policy
they are scammers just like Fabletics :)
Avoid at all cost

Awful way to deal with clients.

No respect for your time or money.

Got charged 20 days ago ITEM shows in stock But no dispatched

I WILL NOT recommend shopping here ever!!!!!!!!!!

PURCHASED £265 worth off Tom ford and never received the goods.
Was told that courier had delivered them but they had no proof off signature and I never received the items.
Sent numerous emails over a 2 week period and kept getting same reply. That they were talking to the courier company and would get back to me. Did not happen!!!!! They have kept my money and I have never received any items.
I know am reporting them to my bank to get money back. I do not recommend you buy anything g from this company

Never had a problem with them, always good discount codes and fast shipping :)

I use lookfantastic all the time, emailed on Xmas eve to say an item was missing from order, prompt response on 29th saying it was being reissued and just had a notification of pending delivery from courier. Awesome service LF, thanks

I am sorry for this review in respect that i always shopped with you and never had issues before.. however this time i do + absolutely shocked i am not alone in here with EXACT same issue.
Placed my order 30th of Nov, usually i'd have it in Ireland max 4 days , it's been 17 days now and feels like i ordered something from China. Cost of the other is around 150 Euro's also, Christmas time..i am going away in few days and absolutely devastated thinking that i won't receive it on time. order nr 258050341 and i am waiting for someone to assist and resolve this delay as soon as possible, what's going on?! :((((

***UPDATE*** I am upset and shocked and angry! Almost a month without ANY solution. Every correspondence and message takes 4 days to get a reply. Shocking customer service! Someone called Kayleigh got in touch with me a week ago, then I responded, yet again! and still no answer. Are you out of your mind to treat customers this way. This is what i would expect from a shopping experience through China. You have my money and i have no items because YOU LOST MY ITEMS.
Awful company in the UK. My over £100 worth of items got stolen as the courier didn't bother to bring it to my door and now instead of refunding my money or sending my items again with a swift apology, they are not contacting me back. So practically they not only have my money but have not provided a service in return. I will be reporting them to the ombudsman.

Dissapointed with look fantastic,i have used them many times and never experienced this before.
I placed my order on the 1st nov also paying for next day delivery!its now the 10th of nov and sill no goods emails or explanation.
I have tried many different websites and telephone numbers to contact somebody but impossible.
im hoping i might get a response from somebody from lookfantastic before i take things further

PLEASE AVOID THIS COMPANY and any associated with The Hut.com Ltd. Terrible experience. Impossible to speak to anyone if you have a query at this company and the umbrella Company The Hut.com Ltd. All contact systems fail and all you will get is an automated / tick box response where the customer service team don't actually read your query and force you to register if you want even that. There is no number for Lookfantastic and The Parent Company number, 44 (0)1606 811863 , is a recorded message telling you opening times then hangs up. (I called during open times)
I am hoping this review might prompt them to get in touch before I try and get my money back. Dreadful service.

I actually think that the Collect store that I used was right to refuse delivery. I now need to raise a dispute with PayPal to get my money back.

Made an order 2 months back. Have not recived the order or no money back. Customer service is a nightmare. Avoid this company at all cost!!!!!!!!!!

This company were unable to exchange a product for another after I contacted their customer services team within MINUTES of placing my order. The only explanation I got was 'they don't have the systems to do this'. Despite an enquiry pending on this order, they shipped it, meaning that I was unable to even cancel the items, and now have the inconvenience of getting to a post office and waiting to be refunded. In addition to this, another order I placed with them ELEVEN DAYS AGO has still not even been shipped. On both matters I have received polite but unhelpful and uninformative e-mails. My advice is to buy elsewhere; I certainly will be.

I've placed many orders with this web site, but the last four have been nothing but trouble. They rarely reply to emails, can be a proper struggle to speak to by phone, and promise refunds but don't actually do them. Drives me mad. It's a real shame as they have a good range of products, and deliveries were usually okay up to the last four orders, but I won't be bothering with them again.