LookFantastic
Reviews and Complaints

I purchased in late November last year. The product's expiration date was only three months away, so I promptly contacted your team to request a return and refund.

I've sent multiple emails seeking updates on the progress of my request. However, every time I received a response, I was informed that the quality control department needed to conduct a review.

In short, they didn't follow up with me.

I have been chasing this for a whole month now. I have used the same Jo Malone perfume for years, and ordered it from LF. They sent the wrong one and it was promptly returned (have all the proof of postage and photos etc). Look fantastic have been telling me to bear with them for weeks now despite being told I would be refunded multiple times.

I will never shop from LF again after losing £120 from a perfume I returned and would never use. Horrible experience.

This has been the worst customer service experience I’ve ever had! I ordered a package that was meant to be a Christmas gift, and not only were some of the products missing, but the entire order was completely wrong—I didn’t receive what I ordered at all.
I followed the process and filled out the required form, attaching it to the customer service discussion. Despite this, it seems no one has actually taken the time to properly address my concerns. It’s incredibly frustrating to be asked the same questions over and over when I’ve already provided all the necessary answers and information.
It has been over a week, and nothing has been resolved. This lack of care and attention is absolutely unacceptable. Rest assured, this will be the last time I purchase anything from your company. I am thoroughly disappointed and regret ever choosing to buy from here. Lastly I am still expecting what I paid for!

28.12.23 I logged a complaint about my delivered product. It arrived damaged.

28.12.23 LF offer me TEN POUNDS in credit for the damage. I said absolutely not as the shattered eye shadow had scattered into the other colours. I wanted to return it.

05.01.24 My return was sent. I have the receipt and proof from Evri. I sent this to LF.

08.05.24 FOUR MONTHS later they have still not returned my payment. I am now seeking extra compensation as they have made me miss a payment in February which has now affected my credit score.

The box packing was damaged when the product arrived prior to Christmas and I alerted Look Fantastic. The product cost £42 and I was offered £5 discount which i accepted. However when given to my daughter as a Christmas gift it became apparent that the pump dispenser does not work. I have been in almost daily contact with Look Fantastic since 8th January explaining the situation and trying to upload photos and I keep being asked the same questions as follows:

"To resolve this quickly, I need to obtain the following information from you:

The batch number and expiry date?

Details of the issue?

Whether you have taken this product before?

Your contact telephone number?

An image?

Please reply to this message at your earliest convenience and please note that without this information we are unable to complete our investigation."

My messages keep being shown as completed and there is no phone number or live chat to get in touch in another way.

I made a purchase from Lookfantastic on 24/11/2023. The order was divided into 2 different packages. I got the first one but not the second. There is no tracking information and therefore I contacted them by mail. As a result they deleted my account and said they are no longer shipping to my address. I have been nothing but patient for more than a month. They did not tell me if they are going to send my money back or a replacement. They just decided to delete the account of the person who paid for something they never got. As my account is deleted I have no way of contacting them or checking my orders. I'm just looking for my rights as a customer who just lost both her money and her account for absolutely no reason.

I placed an order on 19th November. 3 out of the 6 items were incorrect. I

I contacted LF who apologised and asked me to return the incorrect items.

I returned the 3 incorrect items, initially at my own cost.

LF acknowledged receipt.

Since then, having sent N U M E R O U S e-mails majority of which were responded to in a generic matter not addressing my issue.

As requested, have also sent proof of postage, sent a copy of their acknowledgement.

I have since received 1 replacement item

I cannot believe that here we are 13th December and I have still not received the replacement items.

It is quite simple, LF just need to fulfil my order that they have had the money for since 19th November.

hi i ordered paradox hair serum item number [protected] from lookfantastic it was supposed to have been delivered on the 04/11/23 but today the 08/11/23 it still has not been delivered nobody as told me why it as been delivered and trying to e mail lookfantastic is impossible i have rung them and it says phone number dioesent exsist i have tracked this item but it still as not been delivered i want to know why thank you mr j fores

I did a large order of two expensive aftershaves and perfumes. Only to receive the wrong aftershave for my partner for Christmas. It wasn’t an easy job trying to get a free refund. I have posted it back and now they say they have only received the free packaging I left in there and not the incorrect aftershave. It’s a stress and not easy to get hold of someone to solve the issue. I’m left without a product and out of pocket the price of the aftershave. This is disgusting and I’m so upset. I have gone through my credit card company and hoping I’ll get the money back! Just wish I went into town and bought the aftershave.

I bought the above item and received on Monday the 18th September it request you do a patch and strand test which I did with in a very short time was burning badly so had to hold head under cold shower for about 20 mins a huge blister came up which burst went to

a sore that has become infected and now on antibiotics I msg look fantastic straight away they requested pics of every inch of box and bottle inside which I have done but that’s all they keep asking me to do Iv send these many many times I can do no more Iv asked for a refund as I can’t use the solution but completely ignoring me just asking for same pictures over and over again I can’t take anymore it’s make me I’ll can you help please

I was sent a completely dried out, unusable mascara product. I raised a complaint with them via their chat, attaching clear pictures of the faulty product.

I was told it would take 2-3 days to resolve, however it's been 3 weeks and I still haven't got any updates or sign of a resolution despite me chasing weekly or twice a week. I cannot find a phone number to reach them and I didn't get an alternative way to resolve this when I asked them for a phone number. I instead got a standard reply saying still investigating, we'll get back to you.

My order number was [protected].

Absolutely shocking customer experience.

I am writing to express my dissatisfaction with the recent handling of my order : [protected], which was placed on 17.08.2023 at 23:54 and was supposed to qualify for next day delivery. Unfortunately, as of today's date, my order has not been dispatched or delivered.

I had the opportunity to speak with one of your advisors earlier regarding this matter. According to the information I received, it was claimed that I had placed my order at 00:54 on 18.08.2023, which contradicts my records showing the accurate date and time of my order placement. My email confirmation clearly indicates that the order was indeed placed on the night of 17.08.2023 at 23:54.

Given the situation, I expressed my concern to your advisor about my impending travel plans. Tonight, I will be leaving the UK, and it was crucial for me to receive my order before my departure. However, it seems that there is a discrepancy in the information provided by your advisor. I was informed that the order is currently being processed for dispatch and will supposedly be delivered tomorrow. This contradicts my original understanding of next day delivery, as I had paid an additional fee to ensure prompt delivery.

I requested your advisor to cancel the order if it couldn't be delivered on time, but unfortunately, I was informed that cancellation was not possible. This lack of flexibility is concerning, especially considering the circumstances of my impending travel and the fact that I placed the order well before the midnight deadline.

I have email confirmation as proof of my order it is evident that my order was placed before the specified cutoff time for next day delivery.

Furthermore, I am disappointed to share that my attempts to reach out to your customer service through the provided telephone number have been unsuccessful. It is concerning to me that I have been unable to receive any assistance regarding my order or cancellation request. This lack of response certainly aligns with the negative reviews that your company has garnered.

To exacerbate matters, the advisor I spoke with during my previous interaction did not even have accurate information about my order, let alone the ability to provide helpful assistance. I had opted for next day delivery, with the expectation that my items would arrive today. It appears that this expectation will not be met, as my delivery is now set for Monday.

I am disappointed and frustrated with the way this situation has been handled. At this point, I no longer require the items I ordered, as I will be away from the UK. I kindly request that my order be cancelled immediately, and any charges associated with it be refunded promptly.

If my concerns are not addressed and resolved in a timely manner, I will be left with no choice but to escalate this matter further. I believe in giving companies the opportunity to rectify issues, and I hope that we can come to a satisfactory resolution without any further complications.

Thank you for your immediate attention to this matter. I look forward to hearing back from you promptly.

Sincerely,

Alexandra Proca

Orderes over £200 of stuff. Half of it didnt arrive.

after annoying contact with customer services ( emails not going through as mailbox full etc) they sent me an email saying, royal mail saying delivered ( err yeah with half the package missing) also apparentely warehouse has CCTV like that proves something. so they wont refund or replace and have now deleted my account and are banning me from buying again which i never would anyway. Scam company.

On 1 July 2023, I sent Look Fantastic customer services an email to advise that I’d ordered an incorrect product, (The ESPA Fitness Muscle Rescue Balm), instead of the product I intended to order, (The ESPA Skin Rescue Balm).

In response, customer services provided me with a link to create a returns label.

On 2 July 2023, I contacted customer services again, to ask if it was possible to do an exchange, instead of having to return the item, as I would have to pay the postage, and then pay for the postage for the correct item. Originally, I did not pay postage as the 1st order had contained two products, so delivery had been free.

In response, customer services asked me to confirm that the item was pristine and had not been used. I confirmed this and provided a supporting photo.

On 4 July, Ursula in customer services responded that she had requested for the product to be sent to me.

When I received the dispatch email, I noticed that the package description said the it contained the ESPA Muscle Fitness Balm, so I contacted customer services on 6 July 2023 to alert them and sent a screenshot of the email contents description.

In response, I received an email from Matthew in customer services on 6 July 2023, thanking me for 'getting in touch about uploading an attachment', and provided me with steps on how to do this.

I responded to Matthew on 6 July 2023, that I did not contact customer services to enquire about uploading an attachment and directed him to the previous correspondence with the department, and wrote again why I had contacted customer services. I was again directed to the link for creating a return.

I however received notification from the couriers that they had received my parcel from Look Fantastic and it would be delivered to the parcel shop on 7 July 2023. I collected my parcel in hope that it would contain the ESPA Skin Rescue Balm, but to my horror it did not. I contacted Look Fantastic Live Chat straight away, who advised that they would look into the matter and I was waiting over 25 minutes, then Live Chat became unavailable. I then contacted Look Fantastic via messages, and was told by Bellinda that I would be liable to pay for the return as I ordered the wrong item. After challenging Bellinda's response, I received a response from Natalie this morning, again directing me to the link for returns.

I am getting nowhere trying to resolve this problem with Look Fantastic customer services.

I started the return process in April and it is now the end of June. I have complied with every request from the company, filling out five separate reaction reports, providing lot numbers and photos of the products, and even the doctor's report stating the allergies and the products that are safe for me. I even contacted Skinceuticals who provided the authorization for return and still Skin store is denying a refund. It is ridiculous. I have spent $1,000 on medications, doctors, urgent care.

I have made a purchase in lookfantastic with a 12 months bundle of Imedeen with validity only 6 months!

I did complain via live chat with a staff called Imogen and he told me the support team will contact me within 5 business days. However, 5 days are passed and still no one contact me!

I feel very angry and disappointed with this company and I don’t think they treat our complain seriously!

Awful customer service!
Tracking saying delivered but not to my address!
I have been one week dealing with it.!
They sent me a form to fill out and send back to them, so I did.
They wrote back saying what I did is not correct even though the form has only 3 questions not possible to make a mistake.
And every time they reply to it is a different person, basically saying the same thing!
I came to realise they play with the customer in such way so they don’t take responsibility for the issue!
Avoid this company! Never again

I'm here in the UK on holiday from California to spend some time with family upon arriving I decided to order some skincare from this company period I place the order 2 weeks ago and it's still not arrived and I am aer to fly home in 2 days.

I even emailed them a week ago and told them.my order number and when I was leaving and specifically asked for an email update on my order and expected delivery and still nothing. Absolutely ridiculous. [censored] company. No trace of a phone number where you can speak to a living person either

Have had 2 orders this week, each 1 I selected next day delivery, both orders fail both for same excuse .. dispite the fact I waited in for these on 2 separate days then received a email stating attempted delivery! No attempt was ever made, what’s the point in LF offering next day delivery when they can’t commit to it? Both orders was important abs needed for that day, both orders failed

I cancelled my subscription in December, on the 25th I received an email (attached) saying someone will be in touch as it is an annual subscription and it was due for renewal February 14th 2023 so I still receive a beauty box for January. No one got in touch like thr email states before the auto renewal which was cancelled. I got charged February 1st, I messaged saying I asked for this to be cancelled and I was told they will do so and apologies etc. March 1st I got charged, I contacted my bank to block future payments and contacted lookfantastic again, they asked me to return the parcel which will cost me money to do as I have to drive to a post office to send this off in order to get a refund. Why? This was supposed to be cancelled. (The boxes are sent at the start of the month so February's renewal would have been the February box. I was told they couldn't cancel as it was a 12 month subscription. Why? I cancelled it before the renewal? They said I hadn't. But assured me this would be the last box. April 2nd, my bank has had £13 taken, it is sat in pending. Who's name is on it? Lookfantastic. I contact bank and they said different details to the one they blocked were used so it couldn't be stopped and they can't refund me. The live chat is available so I speak to someone who tells me it is a 12 month subscription I can't cancel it. I say I cancelled in december and have proof. I was told I had to have cancelled it February 2022 for it not to autorenew...? Excuse me? But they say it will be the last box and I would have to return it at my expense as no return form was provided this time. They promise I won't be charged next month as it is now 12 months since February 2022. No it has been 14 months, you have taken 2 months from me and refuse to refund me as I cancelled the renewal in December! There is no dispatch notice so it can be stopped but they refused to do so. My bank have said they have blocked all the existing details they have in my statements but can't promise they won't use different ones to charge me again. I am being wrongfully charged, stolen from. I cancelled before the renewal. Every one I speak to now say I'm stuck for 12 months. I need it cancelling immediately and refunded. The subscription doesn't even show on my account anymore but still being charged.

I do not have proof of the live chat from today. It vanished once the worker ended it. They told me it is the last one I will receive which mimics what I was told last month.

I returned the damaged item ordered (Nuface mini) well over two months ago. It was already difficult to obtain the return label and had to pay the postal fees. I have Still not received any news in spite of having sent several messages and chats (well over 10 times) since then without any success. Always received a response that I will get a feedback and never received anything. There must be at least 10 of these. This is Unacceptable.