Lookfantastic Reviews 

Closed my look fantastic account down with so many points I’ve build up over time! Over the fact they sent me a damaged product. Absolutely livid. Such poor customer service care. I loved looking fantastic as well! Super disappointed

HORRIFIC COMPANY TO DEAL WITH!

Subscribed to their beauty box and as a new customer was meant to get a £10 voucher, the voucher never arrived, I had to contact them!

I then had to contact them again the next day because I ordered a limited edition beauty box and as a subscriber I was meant to get a discount on the box, I never did, and was overcharged.

It took me 25 minutes to talk to somebody on web chat , who did not apologise for the wait time or the fact I had 2 issues in 24 hours which I had to use up my time and energy resolving! She just said she had asked for the amount I was overcharged to be refunded! Awful customer service!

Then to top it off the limited edition box that I ordered at 7am and was overcharged for has not been shipped out on the next day delivery I paid for! Nobody contacted me until I contacted them!At which point they acknowledged they had failed to ship it out and said they would try to get it out “as soon as possible”! If you can’t manage to ship out an order which was placed at 7am on the next day delivery service which the customer has paid for, you clearly cannot deliver a next day service! You are therefore mis-selling! If 7am isn’t early enough to place your order for next day, what time is?! Again no real customer service or acknowledgement on their response that this was now the 4th issue in 2 days! No offer to compensate me for all the hassle and failures on their part!

Honestly I order makeup a lot, subscribe to, as well as buy many different beauty edits and limited edition boxes from numerous online retailer! They are the worst company I have dealt with particularly when it comes to putting things right!

Customer service is non existent! The customer service contacts that I have received are not customer focused at all! Not one member of staff has looked at all the issues and said this customer has had a really bad experience with us! What can I do to resolve this for her now and how can we put it right? Staff appear to be very poorly trained and have no empathy

What else can we call when a company advertises a product to subscribers, with pictures, detailed descriptions, promo videos and all types of marketing exposure, but then, sends a different product to the customer of way lower value, and creates a lot of hassle to accept the return and refund of the product?
They send the wrong product but the returning fee is at the customer's expense, then, the online form to initiate the return never works, at least without several attempts and contacting CS back and forth and then this fee costs almost the same as the subscription itself, so most people would go: 'WHY BOTHER* well, because it is every month, and the amount of disregard is almost disrespectful.
It's hard to think of it as an 'honest mistake' when it happens every month.

Absolutely appalling customer service. Placed a massive order of over £300 worth of goods. Parcel of course been delivered by Evri and has now gone missing. Look fantastic will neither issue me a new parcel or a refund and keep trying to palm me off by waiting and waiting. Was speakimg with Mafungwase and he cut me off. I am unable to get any form of resolution from them and now left out of pocket and no parcel.

Order number 667098448

I will never use this company again. Had no issues with sephora or space nk!!

Quite simple and reasonable prices, good delivery time.

Absolutely AWFUL customer service!

Firstly to get through to anyone who has any power to solve issues is pretty impossible.
Secondly I placed an over of around £250 via next day delivery, it was meant to be delivered the next day which was Sunday just passed, no delivery came. No notes on the tracking- nothing. The next day it was scanned as delivered at royal mail delivery office which is obviously an error in scanning as it should only be scanned as delivered when at the delivery location- which it was not and tracking showed this. I followed up with royal mail who confirmed the parcel had not been delivered, they did not know the location of the parcel and they raised an investigation.
I then went back to lookfantastic and confirmed I was not in reciept and accepted their investigations terms. I was told by an agent on TUESDAY that they had put in for a replacement order and this would be sent via the delivery method I originally purchased. The next day still no dispatch confirmation. I contacted them again and they confirmed a replacement had been put in and then a manager confirmed it would take between 24-48 hours for approval and dispatch. Then yesterday again I contacted them...they then messaged saying they had put in a replacement request...despite 2 advisors already telling me this had been done the day before! Time wasting and lies! So when i questioned how they had put in another replacement request when supposedly this had already been done they answered with some nonsense generic reply which didn't answer my question .
Today again no dispatch confirmation! It is now overdue 48 hours since I was originally told and still nothing. So again today I questioned a manager. She told me it would take 24/48 hours from yesterday to accept and dispatch...despite the fact I was already told this 2 days before and the time of 48 hrs had already passed!
So basically they are lying about the actions they are taking and delaying sorting anything! Despite how much loyalty I have had with this company and money I have spent with them!
They have not delivered what i ordered and it is their responsibility to sort that. This company just delay delay delay. Fake actions they supposedly say they done days before, deny you actual contact details for anyone higher up who could help and days later still have not provided me with what I paid for! Completely illegal under the consumer rights act 2015 and I will be reporting how they deal with customers etc on every social media platform I can.

How dare they not replace my items that ive ALREADY PAID FOR! AND THEN LIE AND LIE AND DELAY AND DELAY.

48 HOURS HAS PASSED SO SEND ME MY ITEMS TODAY OR I WILL BE REPORTING THIS AS ILLEGAL ACTIVITIES! BTW I took screen shots of all conversations I had with your company which prove you lot have been lying and delaying progress!
I also know a lot of big influencers who can easily lose you A LOT of customers!

Send me what i paid for TODAY!

Easy. Good price.

Please don't ever use Look Fantastic. Ordered over £150 worth of goods and only one item was delivered. They refuse to refund or replace the items not delivered, totalling around £120. They say that their CCTV shows that the items were packed together, they were not! They have basically accused me of lying and stealing and have closed my account so I cannot communicate with them. Trust Pilot is a SCAM.

Reference your last comment, the matter has not been resolved, you HAVE NOT issued me with a refund or replacement you have instead CLOSED MY ACCOUNT AND ACCUSED ME OF LYING AND STEALING FROM YOU.
This is not a resolution as per the Consumer Rights Act 2015. You are in breach of your obligations.

Easy to find what I needed. And the price was ok. Found a good coupon online. Love it. Can’t wait to get my products ♥️♥️♥️

Received an item,face cream that looked only 50 percent full.No bar code on the jar.Want to return and unable to get a straightforward answer without being asked to upload photos,which I am unable to do.Sent photos of the item to email address for complaints.Disgusting.Just want a return and refund which surely by law I'm entitled to.Generic reply via app,messages are useless.

I ordered the eater egg. Arrived quickly but I was disappointed with the size of most of the items. They were not full size which when you read the description it leads you to believe that they would be; the photo of the items do show the actual quantity. They put full size in the description and the cost, it's most deceptive. I will never order from them again as.

It has the things I need and I love that

I occasionally receive gift cards for birthdays and Christmas from family, and use these to make orders worth over £25. However I'm still charged for delivery each time, despite LookFantastic stating free delivery and having received the full purchase value of each order. I queried this with my last order in November 2024 and didn't receive a response. I've now made another order with a new gift card and been charged again! Why are customers celebrating special occasions disadvantaged here?
I had a similar situation previously with CultBeauty who were happy to refund the delivery charge. In future I will ask family for gift cards through CultBeauty instead, as LookFantastic's customer service is poor.

Edit:
LookFantastic have been in touch to say they have refunded the delivery charge this time as a goodwill gesture, which I’m grateful for. However they have confirmed that offers can’t be used along with gift cards. This is disappointing and I would encourage them to review a policy that disadvantages customers using that payment method. At the end of the day, they are still receiving the same payment amount as from those paying full cash.

Package was delivered at wrong place please help

Disgusting customer service!.. item received half empty, weeks of back and forth messages to customer service , still no solution. Returning a faulty item should be a straight forward process, this will be the last time I order through this disgraceful company. No wonder the ratings are bad!…
you’ve been warned !

Order number 652729605

Ordered sales items on 18/3 and payment was taken immediately. I am now being told that items are delayed as out of stock and I haven’t been charged. Even after sending a screenshot to customer service of the payment they seem to be denying charging me and have told me to take it up with my credit card company. Terrible customer service!

order for a mothers day gift, stipulated 1-2 working days delivery, 7 days down the line still not received, contacted customer service to be told it wasn't in stock and didn't know when they would be getting more stock in. asked why they would advertise a product they don't have and wasn't give an explanation left looking for alternatives at short notice.

This would be the First and `LAST time I would ever purchase anything from Look Fanstastic.

In summary I purchased (fortunately not much since its my first trial on this company) and very weirdly the delivery address is completely wrong. I live in London and the address was recorded in Dundee. I only noticed it when I tried to track my delivery.

The chat system on LF doesnt work well either. You can't track history and so the next day always having to go through the whole issues again.

I explained to LF that I am adamant that it is imposible for me to make up an address in a completely different county I have not even been before. I called Royal Mail and was actually told by the person who said they find this happens occasionally with big companies that somehow the system auto register a different address.

I received no empathy from LF although I explained this is genuiney not my mistake. In any case all payments made online are verified with billing address so I had to verify my home address.

Customer service is poor, no contact number to speak to a person. Chat quickly closed down.

I tend to spend a lot on beauty products each month so I'd never go back to purchase anything from LF.

I ordered returned an £60 Elemis product as I had l it in a Xmas set as a present. It was sent back to me and when questioned apparently it had ‘been opened and used’ when I hadn’t even got it out the delivery box! Absolutely livid and no help from customer service
Order number 647902770

Good deals and normally okay delivery times