LookFantastic
reviews and complaints

I have ordered a gift set for my sons birthday, order number-[protected] on the understanding i will receive this in days.
I have had 3 emails saying this item has not been yet been sent. This is not going to be here in time looking at the way things are going,
this is really not acceptable as ordered on good faith of delivery. People should be told this in advance and then maybe would not order, as there is no delay in taking peoples money. This is really not acceptable and i will not be using you again.

Order number: [protected]
Items- Lancôme Skincare Bundle
Why has these items been cancelled. They seem to be in stock. If you are going advertise a product at discounted price then you should honour it. The picture was taken this morning. I am absolutely disgusted at this. There are a lot of people who received this order at that price. They took my money and now 2 weeks later you cancel my order. Look Fantastic has no pride and is a dishonest company.
I have family and friends that have received their Lancôme kit. I saw a few post on social media that customers have got
Some people are still receiving their Lancôme
kits at the discounted price.
I would have like to make an official complaint but no reference number was given. Very unprofessional company.

I bought a product in 18th of august, until now I did not receive the products and every time I contact them. They tell me they will take it up with management and they ignore me. They are giving me excuse like the product is stuck in the warehouse we cannot refund you as it will arrive in 24 hours, or they say we will refund you but do not refund me and make up new excuses every time I complain. They did not refund me until this day or delivered the product.

Dear Lookfantastic Team,

I ordered 2 parcels from your company on 22th (order: 319895962), 23th (order: 320017936) August 2021. However, I didn't receive anyone of them. Please find the tracking status through https://jouw.postnl.nl/track-and-trace/3SNOCZ8744604-NL-1183DE (order: 320017936) and https://jouw.postnl.nl/track-and-trace/3STJPK978663850-NL-1183%20DE?language=nl (order: 319895962).

I have got the refund of order: 320017936. However, I didn't get the refund of order 319895962 even until now-more 40 days.

From the pictures, we can obviously see the two-track status: on August 27, 16:49, the statuses of both two parcels were shown as "Refused at delivery; return shipment to sender". Please find the two pictures below. These two parcels had almost the same details. What's more, the two statuses also showed "This is a return parcel. This track & trace information applies to the return journey back to the original sender." Therefore, it's obviously now both parcels returned back parcels. It's very strange you cannot the parcel of order 319895962. Therefore, please find the details of the two-track status carefully. And please find the parcel in your warehouse carefully. Please contact PostNL and check with them carefully. Then please refund me the money. Thank you!

Best,
Wen

Order no. [protected]
Omorovicza thermal cleansing balm 100ml

When I opened the product, moulds are covering the balm, as shown in the attached photo.

I tried to contact for a return and full refund and the customer service was horrible. They are just dragging on "extra information" like the "expiry date" of the product, which is impossible to tell after trashing the box.

I tried to cancel my order today after finding out that you used Hermes as a courier . My order is due to be dispatched tomorrow? I have been a devoted LookFantastic customer for many years now and all my previous orders have been sent by Royal Mail. I tried to explain to the customer advisor that I have been having so many issues with Hermes deliveries in AB25 3TD that I do not wish to go through this stress again. Hermes courier has delivered my 2 parcels to a completely different address, not even in my area and the parcels have been accepted by someone else. You are to blame if my order goes missing or it is delivered to a different address . Thank you for cutting me off via chats and ignoring my emails as well. No phone number to call.

Hello
I ordered some products on the look fantastic app, and subsequently Hermes lost the parcel(not for the first time).
As this had happened before I contacted LF for a refund through "live chat" (it's not live, it's a terrible service that you may or may not get a reply a few days later) to get my refund.
I filled out my details and all I repeatedly got was "your billing address doesn't match what we have". Nothing else, just that, repeatedly .

I realised I had given an old email address I don't really use anymore (and had a previous LF account on), and let them know and have the correct one.
Now LF refuse to engage due to data protection.
I have made it clear them, that the order number, new email address, and and my address are the account I ordered the products on. I have spelled it out to them.
Not once before I noticed I had given the wrong email, did any of them notice that the order number wouldn't have existed on my old account. I am owed nearly £115.

I ordered Kerastase products on the 27th of April 2021. There was a free gift which included a conditioner, shampoo and 2 Rose Elixir 50 hair oils.

I did not receive the oils and still have not two months later. When trying to contact customer services I have had a range of excuses for this one being that the items were cancelled as they are out of stock, then I was told it is on hold and the items are being re stocked, to most recently being told that I will net receive the items at all and offered a £10 credit to my account.

These items are worth more then £10 and had I known that I would not receive them I would not have placed the order. I am deeply disappointed in the service I have received and will not accept any offer other than that of the products of the value of the products being refunded/credited to me.

I hope you can restore my faith in your brand,

Fiona.

Hello,
I have not got the refund back into my account for my cancelled order.
[protected] Order number. If you can put this back in my account ASAP that would be great as I want to buy different stuff. Thank you.

Rachael Thomas
8 drake close Christchurch dorset Bh233ET

I have ordered the shampoo since 4 Mar 2021 but unfortunately still not yet dispatched. I want to refund a month ago but no response up to date. Only i have got was "your request has been passed over to our warehouse team in hopes to cancel the order." from CS
I just to refund the amount HK725.99 to my VISA. How can warehouse arrangement wait for 3months and still WIP without reason

I had purchased an item from Lookfantastic. It was delivered to me on the 10th of January 2020. It was an international parcel so i jad to pay 70% duty fees.
After all that expenditure i open the parcel to only realise they ahhave sent me a wrong item.
I have placed a complaint on their website on 18th January 2020 and am in toucj with their custome care since 4 MONTHS.
They just evade the resolution of the problem, saying its under investigation.
I think this is really unjust to a customer!

ON Feb 22, 2021 I ordered items over £100. On 24 Feb an email noted that the items had been dispatched and that Hermes would deliver between 26-27th Feb.

Have not received items and contacted company 'via' chat' as no phone number to chase. It said 'still in transit'. I email The hut (umbrella company).
A generic email (no reply option) said items were 'lost in transit'. Asked if I want replacement or refund. I want refund but the email bounces back. Zero customer service. Terrible scam company!

Order no: [protected]

I made an order on the website lookfantastic.com on 27th November 2020 (Order Number: 257118280). When I received the package with the purchase on 10th December 2020, I was unpleasant surprised. First, it was not properly packed for shipment. Second, I didn't expect expensive branded make-up to be wrapped in rough paper in a flimsy box (photos attached). Anyway, I received one item from the order incomplete and damaged. In particular, the eyeshadows palette Tom Ford EYE COLOR QUAD dropped out of the original box and scattered throughout the package. Instead of four shadows, I found only three heavily damaged and dirty (photos attached). I immediately reported all claims with photos to lookfantastic.com. According to lookfantastic.com information, in this case, they should have sent me instructions on how to ship the damaged item back, or they would send a replacement. Nobody asked about my preference, get a replacement or refund. I cannot complain that I was not answered. I regularly received responses from customer service to my complaints, but ... they looked like automatic responses that didn't even match the content of my complaints. The main idea behind the answers is "wait, be patient." A couple of times I have even received a false tracking number allegedly sent to replace my damaged eyeshadow. For a month I regularly write to the Support Service of the site, but so far the Support Service team has not taken any practical steps to resolve the conflict situation. It is clear to me, Lookfantastic provides a fake service. Nevertheless, I would like to get a refund as soon as possible.

I have a monthly subscription to the LF box and the payment is collected at the start of each month. I received an email on the 2/1/21 to say there was problem with collecting my payment for order 4168884PD.5 and Look Fantastic would hold my parcel until it was made. This is because my card had been replaced.

The next day BEFORE I had made my payment, on the 3/1/21, I received an email to say that my order had dispatched and the Hermes online tracking status changed to 'We're expecting it - were expecting your parcel to arrive soon'. The status of the courier Hermes has remained on this- Tracking [protected].

I only made my payment on the 4/1/21 and I believe the emails sent to myself and the update to Hermes on 3/1/21 were automated and no parcel was sent out. I have contacted Look Fantastic 4 times regarding this and I am receiving poor customer service. I have asked for a refund if the item is not sent and this has not been acknowledged. Look fantastic continue to say they are investigating but not providing any indication of timeframes or when I can expect a resolution.

I want to make a complaint for the inconvenience Look fantastic are causing me and the poor customer service. It is someone causing me stress to have to keep contacting them and finically is not acceptable to withhold a refund due to no goods being received.

I placed an order on the 30/12/2020. Hermes delivered it to the wrong address on the 13/12/2020. Hermes have admitted this in writing on the 21/12/2020 which I have passed on to lookfantastic. I have been ask to fill a 'Non-Receipt of Goods' disclaimer form out which I have done.
I feel I have provided more than enough information to settle a refund.

Order number : [protected]

We ordered 6 different products in total 10 items. 3 items were shipped and arrived damaged. Others were not received.

Sent photos to them on 18, 21, 24, 27, 30 Dec and 2 Jan. Up till today they are still replying template asking me to upload pictures.

They Cost me so much time and wasted nearly 1 month already.

Request Full refund on damaged item and item not shipped.

I ordered about 7 or 8 products lookfantastic, but it's already one month. Neither I can receive my parcel nor they can provide a full refund for me. For my order it showed that supposed I can receive my products around Dec 22, but it didn't. Untile I contact them, they told me that there is something wrong with my products and some of them have been damaged in transit. So I request my full refund, and they told me that they didn't receive the parcel in their warehouse yet. So I have no idea what is going on here. It seems it's none of my business to wait for my refund, and not only I need to wait for more than 3 weeks to know that some of the products damaged, but their warehouse also need more time to receive the parcel? Why. I am so disappointed with this shopping website. And I don't think myself would buy anything form this website anymore. Their customer service is also with low effective to hanled the issue. Such a shopping failure for me.

Since the 28th of November, their online states thar it would take 24-48hours for the items to be dispatched, then once dispatched it would take 3-5 days to receive my order. I should have gotten it by the 8th of December, I tried to get in touch with them and after 24 hours since my query - the merchant advised that I it was 3-5 days from the dispatch date and to allow up to 7 days. The dispatch date was later than the 48hours that was advertised on their website. I got a message from the merchant to state I would finally receive my order on the 10th. The 10/12/2020 came and no delivery was made. I chased it up with Royal Mail who advised me that they were still waiting for the merchandise from the seller. The seller placed blame on Royal Mail. After several attempts and frustrated trust pilot reviews, the merchant responded to state that the parcel was now with Royal Mail and will be delivered on the 12th, that is more than 7 days. When the parcel finally arrived, the box was torn on the side( tampered with) and 2 of the 5 items were missing from my order. I wrote back to the merchant to tell them, they did not respond until today 13th to tell me that they sent all 5 items. The box was too small for all 5 of the items to fit, if you look at the images provided. So now, once again I am given the run around . No one is taking responsibility. Their responses since I have started this dispute have been automated, careless, and made me feel dim witted, like I did not know my rights. I suffer with stress and anxiety and I have stated that their lack of communication and or better service is getting me stressed out. They did not acknowledge this. I am getting palpitations from all of the inconvenience caused. This was initially a gift. I have to be out of pocket as a result of their delay, lack of communication and service. Going to another vendor to purchase the same thing - and getting them on time has thus left me
Out of pockets. Not only to mention the amount of stress this has caused me. Looking at the reviews on trust pilot, there are ones that are fabricated to increase their reviews which is not right. Every time someone makes a complaint, an invited review state the same thing but says that they solve their queries and service was great! The real customers are the ones who do not get real service it has been such a nightmare. Hence why I have decided to write my grievances in regards to this matter.

I am getting really fed up now of being messed around, my order was suppose to be with me on the 9th December 2020 and its still not here. My order number is [protected] I want a refund for this order because its ridiculous and was suppose to be a birthday present.
I have also placed another order which the order number is [protected] and guess what I'm still waiting for this order. I have heard nothing about either orders. I want a refund for these orders. I'm really upset that a company can get away with this behaviour.

I placed a order that I didn't receive, i'm backwards and forwards with different agents not getting the answers that I need them was offered a refund and it still hasn't received it refund was placed on the 4th of december it is now the 8th of december and still none the wiser but no one seems to get back to you and i'm not happy with the service all the time this is taken, was given a phone number which no one is working so there's no answer and in the meantime i'm still paying for the item i'm on the fifth week on layby which is only six payments then the payments will be finished and still no refund
Gemma Huckle
[protected]
[protected]@hotmail.com