LookFantastic
reviews and complaints

I ordered two hair care boxes costing almost £60 as gifts for Christmas I received one of them 12.12.22 and then received an email saying that the other will be delayed due to shortage of stock. Weeks went by and I received a few apology emails for the delay. After the new year I emailed asking for an update and was told I could get a refund if I wanted as they didn’t know when then item would be available. I replied requesting to go ahead with the refund. I then received another apology 10.01.23 because they couldn’t refund me due to the package now being ready to dispatch. Now it’s the 21.01.23 and I still haven’t received the package nor a tracking number. I’ve emailed again and I’m being told the package was delivered 12.12.22 even though they know full well they only sent half of the order that day. It’s so frustrating and I just want a refund. Will never use this company again! Nor would I recommend anyone else use them! So dismissive of their customers. It’s appalling!

On the 18th October, I ordered (order number [protected]) my sister a Jo Malone candle for her wedding day. This candle did not arrive within the given time so I had to go out to a Jo Malone store and buy this candle again... despite being £60 out of pocket from the previous one I ordered from yourselves. I made an enquiry on the 'contact us' section online to LookFantastic to explain it has still not arrived. They told me to wait a bit longer and offered me a £5 voucher to say sorry in the meantime. £5!. So, I waited a bit longer like they said. It still did not arrive in over a month and they still said to wait as they are investigating it. It has now been nearly 4 months and they are still 'investigating' the sithation. This is beyond ridiculous and I am very disappointed in LookFantastic and how they have handled this. I do not have £60 to throw around and get rid of. I have been upset with the loss of this money/item.

Appalling service, still waiting for my order and nobody seems to be chasing it up. What is going on with LF I don't know, I've used them for years without issues !

Why would this company use Evri as a delivery service...take a look at the company reviews LF

*Update* customer service contacted me to say order was on its way, and refund has been issued.

I've received neither. I have sent another message and had no reply! This is awful.

So now I've just been told that the second order has also been lost and my refund has only just been issued ! 17 days of this !

I entered the site and read that delivery is fast within one to two days. I ordered two orders, and the delivery amount was actually deducted for each of them. I waited for the order on January 8, and I received a confirmation message that the order would arrive on January 9 or January 10. I repeatedly contacted customer service via messages, and they told me They will look into the order and today 1/13 they sent a message saying (Further to your recent message regarding order [protected], we have now received confirmation from DHL that your order is in the process of being returned to sender.

I have now requested for a replacement to be sent out and you will receive a confirmation email as soon as this has been dispatched. Please refer to the confirmation email for estimated delivery timescales).

On 28 December 2022 I placed an order [protected]. On 29 December 2022 I was informed that the order was with EVRI and ready for delivery.

Now 10 January 2023, 12 days later I have still not received the ordered item. where is it? Delivered to someone else or was never sent out for delivery or sitting with EVRI awaiting delivery. this is not the first time that LookFantastic has not been able to ensure safe delivery through EVRI to my address. Please advise what steps I should be taking

Very unimpressed as I placed x2 orders on Cyber Monday 2022 & 12hrs later there was a huuuge price drop on the items I bought, so spoke to Customer care about cancelling my orders & reordering the same products at the much cheaper price. Even though my items were no where near dispatch I was apparently not allowed ‘to cancel the order at this stage’ but was advised that I’d have to wait until they were dispatched & get back in contact with Customer care immediately to request this, something which I did for both my orders. After confirmation that the customer care agents had requested the orders to be returned to warehouse by courier, the customer care agents informed me I could receive a refund within 3 days. I was constantly tracking the orders over 2,5 weeks as I realised that the cancellation/return wasn’t implemented and I kept contacting & warning customer care via chat about the non cancellation (screenshots captured prove this). The answer I kept receiving was that a supervisor was going to get back to me soon with an update and not to worry, I kept expressing that I did not want to receive the cancelled orders as I had repurchased the items for much cheaper and would find it difficult economically and time wise to get into the bother of returning these items, still I was reassured that nothing was needed on my part and that an update from a supervisor would be received asap. No update was ever received despite my many efforts and my active updates & involvement in the cancellations and suddenly my orders arrive in Cyprus. After contacting Customer care again I was informed I must return all items to their returns address at my own cost and with my own means in order to receive any kind of refund. I have had to contact the customer care chat over 4 separate times for each order and still do not have any positive feedback they cannot suggest anything further than me wasting more of my time and money returning items I clearly informed them I wanted cancelled before they even left their warehouse in the first place. I am a returning customer and in these past few months spent well over €800 just on skincare however I am extremely put off by the bad customer care treatment and non helpfulness or ability to solve simple issues. I believe the non cancellation may have even be purposeful so I end up keeping the order and putting their sales up. Its now Christmas time and I am now out of pocket for more than €214 and have some unwanted products at my home and customer care apparently cannot suggest anything further regarding the returns (update from my regular convos with them). I Am truly appalled as I actively informed customer care at all stages and they even confirmed that the cancellation/return was perfectly possible & was being issued additionally they prompted me to re-purchase this order at the cheaper cost, something which I did with great trust but obviously in hindsight shouldn’t have as LOOKFANTASTIC is now dodging me. I am still hoping this order can be resolved as I am -€214 in dept due to Look Fantastics bad customer service skills & fake promises.

I ordered tria laser 4x product on the look fantastic website, India on 31/12/2022 in Delhi. The order was charged twice accidentally. I selected option for cancelling the order no [protected] costing 32000 Rs at 5:34 am. However, the company is forcing me to accept it and return it after receipt when in fact it is still not sent to me. Even though, I don't need two same products for use. They don't have an effective communication to resolve this simple issue.

Placed an order with look fantastic the item was delivered, but put in my brown bin, but no note was left to say the items were in my brown bin, so my bin was empted with the items in bin.

I messaged look fantastic and they just sent me round in circles asking my to fill in a form that I had to download and sign. They then asked me to fill it in again and again, they been a nightmare I have all the messages I've sent, and the messages they sent me. It's obvious they are not even reading my messages because they keep asking me to do the same thing over and over,bits an absolute joke, I can't afford to lose £65. This is something they need to deal with but they are impossible to communicate with.

GHD Hair straighteners (order number -[protected]) purchased on 26/11/21 from Look Fantastic. Error code displayed on 20/11/22, I contacted Look Fantastic via chat on 22/11/22 to ask advice as I wanted item repaired or replaced, they advised me to return to them for replacement. Product was send for return 24/11/22, I contacted Look Fantastic via chat on 9/12/22 as tracker said still in transit, I was informed by agent that the Warehouse would be contacted and I would hear response in 3-5 working days. On 19/12/22 I had still heard no response so contacted again via chat, the agent asked me would I like product replaced or repaired - I confirmed replaced. Agent then said I could only be refunded as this had already been processed and failed (most likely as my bank card details have changed) they also said no replacement could be issues as they only covered warrenty up to 6 months by Look Fantastic and if I wanted replaced should send directly to GHD which was 2 years. I was not informed of this on first correspondence and if I had of been I would not have returned to Look Fantastic and went straight to GHD. I asked for my straightners to be returned to back to me so I can send to them GHD and they refused saying they could not do this as refund processed (I did not ask for this refund or was informed it was happening instead of replacement).

I have had multiple chats since Monday and each agent refusing replacement even though error has been made by them and incorrect advice given to me.

I feel that Look Fantastic have made error, also have my straighteners been lost? as EVRI tracker still says in transit and tracker has not been updated. Also for me to purchase these straightners again I would have to add money to the original price I paid so feel I am out of pocket for an item that has failed to work within warranty period.

Thank you

Stacey Wasson

Order placed on 8th August 2022. First contacted customer care on 5th September. I was told that they will send a replacement since I hadn't received my original order.

They told to wait till 10th October. Since then it's been a back and forth of them trying to stall me. Sadly due to this I missed the time limit for getting a chargeback from my credit card.

Even now they just say refund has been issued and to wait. And when I ask for even the invoice and proof of refund they just give me one of two responses.

One is to wait 3-5 days and other is that it's being "investigated".

I’m so upset with this company that I refuse to use their name!

I received an email from this company saying if you spend over £75 (sitewide) you will receive a free hair care bundle.

I thought perfect that’s a lovely treat for my daughter.

Placed my order, then noticed that the free bundle was not included. Even though I’d spent £99 in total and used the correct code as stipulated in the email.

After countless emails back & fro I was told the free bundle was not included with my purchase.

Having re read the email it in no way excluded certain items. The term (SITEWIDE) was included clearly on the email.

I have lodged a complaint with the ombudsman for false advertising. Just because you’re a big company does not give you the right to falsify statements you are not prepared to back!

I intend to take this as far as I can, even getting a personal friend to write an article about the bogus practices of large companies for a large respected newspaper.

Small people will not be ignored. These practices are misleading & false to say the least and it’s about time someone did something about it.

I have still not received my order from Lookfantastic who are looking more and more suspicious by the day. They have given no explanation as to why my order is delayed. As these are Christmas presents I want to know if and when i will receive my order otherwise I wish to cancel if they cannot full fill my order.

I am amazed how difficult it has been to try and get in touch with them. There seems to be no phone number that works and the reviews are dreadful which makes me very suspicious,

I ordered some skincare products on lookfantastic on Nov. 4 but none of the products have been dispatched so far. I sent them several emails to request update of the order, but there was no progress of the order and so I decided to cancel the full order. They responded that the products are either being sent or in the process of dispatch, and so they can't cancel the order. I've been waiting for a month now, and I wasted a lot of time on this with no result.

I ordered several items and my order was due to be delivered on 17th November. I work from home so was in all day. I received a message to say my package had been delivered, this was not the case. I checked all around my property and with my neighbours and no one has taken it it. I contacted Look Fantastic straight away and I had to fill out a form as requested for them to look into further with the courier, I was advised this would take 3-5 days.

I waited 7 days and received no reply, I contacted you once more to be told I had received my parcel as it was signed for by someone in my household.

I asked for a photographic evidence of this. What you sent was not my house and not your package as you deliver in a brown box and this was grey envelope packaging. I sent another email with proof that this was not my home and an additional picture from the same courier company delivering a parcel to my home so they could see the difference. I have now been told I have to wait once more. I have paid nearly 60 pounds for xmas presents that have not arrived and the company will not refund me. This is an issue with the courier company they need to pursue.

1st picture is the proof you say I received the item which is not my home, the 2nd picture is from the same delivery company showing my home.

Please sort Asap this is causing me a great deal of stress.

Louise

I ordered an eye make up remover on 13th October 2022. They still haven't dispatched the item, today is 21st November 2022. I have contacted the customer services for a few times. They were not able to explain why the item is not dispatched. They keep saying they are still investigating it.

I had to ask for a refund, I was told that I will get a refund in 3-5 working days. This was a month ago.

Not receiving the product and also not getting a refund is a very poor customer service. Lookfantastic hasn't fulfilled their obligation to me even though they received the payment from me.

Worst experience onlinei ordered their advent calendar on oct 1 2022.  I received a confirmation email and two days later a tracking number. I was excited.  but when I kept on going to dhl's site it stated that the package had not been received by them. I would communicate with look fantastic daily.  they kept on sending me emails apologizing stating that the items were delayed. Well a whole month passed and the customer service would not cancel nor refund my purchase.  I was so frustrated that I would cry because they kept giving me the runaround.  I was able to convince one of the reps to cancel and refund my order.  I received an email confirming so but then two days later I received another email stating that the item would eventually ship and that they would not cancel.  I was furious! Do not bother to go through all that pain, I just went to the resolution center on paypal and they refunded my purchase after a week.  what is funny is that today I received another email from look fantastic stating that my item was still delayed. Argh!

I ordered the Advent Calendar on 9/6/2022. Order# [protected]. Have not received it. My name is Susan Koenig. I received a notice that delivery was expected around 11/7/22 to 11/8/22. I checked the tracking number with DHL Express. Tracking# [protected]. It shows Liverpook, UK to Kansas City but no other details. I contacted DHL Express and they told me they have not received the package from the company. They suggested I go back to the company. It is almost impossible to get a hold of someone at LookFantatic in the UK. Please help.

I have now 24 days ago ordered an eyeshadow palette and it still hasn't come and every time I turn ro customer support they say there is an investigation underway. I have now filed for a dor after trying to get information about where my package is 5 times and all they said was we contacted our investigation support we will get mack to you in 3 - 5 days. I can bet you they won't.

I have placed an order early morning of 10th of Oct 2022 for next day delivery. I received confirmation on the initial day of delivery that my order should arrive on promised date. Later in the day (11th of Oct) I received an e-mail leeting me know the order is delayed. Then on the 12th of October same story, confirmation my order is being sent out for delivery, just to be informed it has been delayed again- no reason given.

I have contacted LookFantastic and they keep saying that I can return the products once received- which I am not interested in doing, that would mean wasting time collecting the order from agreed delivery point and then going through the process of returning it and refund.

I have just learnt that you sell a product called Lilly Lashes….Mink Lashes!

I was stunned that a company like yours would entertain cruelty for beauty.

I would now never purchase anything from an organisation that sells something like this and will pass this on to friends and their daughters.

I’m sorry but to think that in this day and age there are still some unethical companies who resort to money gains from animal cruelty. I’m not sure what else you sell which involves animal cruelty but now knowing about this one product is enough for me to cease purchasing from you.

I’m only one person and you are a large company but I’m asking that you review what you sell.

Thank you

Sharon Smithen