LookFantastic
Reviews and Complaints

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

I hope you can help me.

I tried to order a make up palette from Look Fantastic using their app for the first time and the order wasn’t processed on their end but they took my money from my zip account. I have provided photo evidence of this.

Here is a transcript of just some of my messages with Look Fantastic in my effort to resolve this over the last month.

20 August 2022, 07:05

Your website has told me my order didn’t go through however the money has been taken from my zip account. Can you please look into this? I don’t know why my order didn’t complete the payment part. I just need to know if it’s gone through your end or not. If it hasn’t can you please rectify with zip or just finalise the sale and send the product I attempted to order. Thanks heaps for your help.

Kindly Naomi

Sent by: Lookfantastic Australia, 20 August 2022, 15:09

Hello Naomi,

Thank you for getting in touch about the payment problem.

Please accept my sincere apologies for any inconvenience caused.

Please provide the first 6 and the last 4 digits of your payment method along with the value taken from your payment method, so we can look into this internally.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Ntandoyenkosi

LOOKFANTASTIC Customer Service Team

Sent by: You, 21 August 2022, 00:47

It was a zippay payment.

My card starts with 4622 ends with 5064

I have seen the money leave my zip account and yet on your end the transaction wasn’t processed. I am very disappointed as this is my first look fantastic purchase. Please help me sort this out as I was looking for a foundation palette and thought your app was going to be a good way to purchase one. Please help sort this,

Kindly,

Naomi Hoffman

Sent by: Lookfantastic Australia, 21 August 2022, 15:01

Hello Naomi,

Thank you for getting in touch with Lookfantastic.

I am sorry for any inconvenience caused.

Please refer to my previous response.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Ayushkar

LOOKFANTASTIC Customer Service Team

Messages

Sent by: You, 04 September 2022, 08:26

I am still waiting to hear from your finance department after money was taken from my zip account $79.20 for a foundation palette and the order wasn’t placed. Thus occurred on the 20th of August. I am getting very frustrated with the lack of customer service regarding this. I am about to contact the ombudsman and fair trading as enough is enough. Either place my order correctly or refund my money.

Kindly Naomi

Sent by: Lookfantastic Australia, 22 August 2022, 09:00

Hello Naomi,

Thank you for getting in touch about your charge.

I do apologize for the inconvenience.

Upon viewing your account I see that this had been raised with our finance team.

Please allow 3-5 working days to receive feedback.

I am truly sorry for any trouble this may cause.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Dinesh

LOOKFANTASTIC Customer Service Team

Sent by: You, 28 August 2022, 10:35

This matter isn’t completed, I haven’t heard from your finance department and I’m still missing money from my zip account. It is now the 28/8/22 and I’ve heard nothing about my missing $79.20. Please sort this out. My first purchase with your company and it will be my last if you don’t sort this soon. I just wanted to purchase a foundation palette and you take money and don’t deliver. Please help me sort this. Kindly Naomi

Sent by: Lookfantastic Australia, 28 August 2022, 16:19

Hello Naomi,

Thank you for getting in touch.

Please see my previous message to save confusion.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Shiona

LOOKFANTASTIC Customer Service Team

Sent by: Lookfantastic Australia, 05 September 2022, 13:27

Hello Naomi,

Thank you for getting in touch about your issue.

We apologize for the inconvenience.

Please confirm the first 6 and last 4 digits of your payment card.

Once received we will assist you further.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Mohamed

LOOKFANTASTIC Customer Service Team

Sent by: You, 06 September 2022, 00:32

I have provided these details multiple times. 4622 ….. This is getting ridiculous. Either place my order, cancel the zip payment or I will be contacting consumer affairs. Your customer service is disgraceful

This has been going on since Saturday 20th of August please sort my order or refund my money.

Sent by: Lookfantastic Australia, 06 September 2022, 21:20

Hello Naomi,

Thank you for getting in touch.

I am writing to inform that in order for the financial team to assist you with this query we would need to know first 6 and last 4 digits from the card related to the payment.

I could see that you have previously provided first 4 and last 4 digits, therefore we would only need the first 6 confirmed please.

Once we have that we will be able to commence an investigation on this transaction.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Anna

LOOKFANTASTIC Customer Service Team

Sent by: You, 06 September 2022, 23:07

Seriously, I have given you supportive evidence multiple times and now you ask for something else. This is getting ridiculous.

FIRST SIX NUMBERS 462239…..

I am furious, get this sorted!

Sent by: Lookfantastic Australia, 07 September 2022, 02:47

Hello Naomi,

Thank you for getting in touch.

We can confirm that we have received your attachment and will be forwarding it to the relevant department.

We will aim to contact you within the next 48-72 hours, if an update has been received, however, investigations can take longer.

Please know that during our busy periods these times may vary, we thank you for your understanding.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Anna

LOOKFANTASTIC Customer Service Team

Sent by: You, 20 September 2022, 11:12

Any news yet, I just wanted my order rectified and placed as I have paid for it. This has been going on for weeks, why can’t you just place my order or refund my money. I am about to contact consumer affairs as this is getting ridiculous. I have given you all my details numerous times and still no answer as to what is happening. Please get this dealt with as I’m getting really frustrated. My first purchase with your company will be my last and a very bad review is about to be written. I have been patient up until now. Here are all my details again.

Kindly Naomi Hoffman

Purchase for $79.20 on 29/09/22 via Zip Pay

(I deleted my address and email from this message for privacy reasons)

Sent by: Lookfantastic Australia, 20 September 2022, 15:01

Hello Naomi,

Thank you for getting in touch about a refund.

I sincerely apologise for the inconvenience caused by this.

I have had a look into this for you and I can see that this is currently been investigated for you.

Once we have a further update we will send you an email. Thank you for your patience and my apologies for the delay on this and for any inconvenience caused.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Tyrick

LOOKFANTASTIC Customer Service Team

Sent by: You, 20 September 2022, 21:23

Look how many times you have sent me the same message, enough is enough. Get the finance department to sort this please. I just want my order placed and the goods I payed for. If you can’t do that return my bloody money. It has been over a month since I first contacted you.

Sadly this is only some of my correspondence, I have received the same generic emails and no updates unless I message look fantastic again. I feel like they have taken my money and failed to deliver on the goods I’ve paid for.

Please help me sort this, contacting customer support and messenger has got me nowhere. I have counted over 15 messages in the last month with no resolution in sight, they just keep going round in circles. It may seem like a small amount of money but it’s not to me.

Kindly, Naomi

I paid for Premier delivery with my last order. I was told it would reflect in my account within 24 hours. It's now been over that. Tried putting an order through and its not showing. Asking for delivery payment.

Payment taken by LookFantastic on July 28, 2022 for $88 CDN. Delivery promised between August 8 and 10 since I paid for additional for tracked shipping and express shipping. September 2, no order and no refund - only email promises to "check on the status of my order" and "be patient there are shipping delays everywhere right now." I love their products but will order from a 3rd party next time. LookFantastic has irresponsible customer service, doesn't allow for actual tracking updates, and won't make restitution for their faulty business practice.

I bought the 6 month subscription to this on 12 Feb 22

I realised in August that it had auto renewed without any notification to me when a 7 th payment went from my bank account.

I went into the account on LF and turned off auto renew on the 8 August (which I didn’t even realise I had to, 6 months is not a year or I definitely is it?) and I now see the September payment is due to be taken.

I contacted LF who were really unhelpful as I feel I should get the payments made after the subscription ended refunded.

They should at least be notifying customers that this subscription auto reviews and when it does, like car insurance etc.

I feel totally scammed

I put in an order at Look Fantastic valued at £164.

I was meant to get quite a few samples in this order due to the value of the order itself but these were not included.

i wasn't too bothered about this but items from my actual order were missing from the package. When i raised this with LF, they told me they had someone packaging my order on CCTV and consequently rejected my claim banning me from ordering there again.

Whilst the initial customer service team i spoke to were very friendly, the email basically accusing me of fraud was not.

They blocked my account meaning i could not follow up on this allegation. There is something seriously amiss here as i know i did not receive all my items.

Hi there,

I am never usually one to complain however the customer service i have received has been appalling.

I have emailed, been on the chat style function, agents tell me they will get back to me in 3-5 days and i have waited, and then another 24-48 hours for the finance team to get back to me but not one person can come through with the promise?

I made an order and paid for goods on the 22nd July 22 and i haven't received any goods and whilst i am aware mistakes can happen i would expect a company as big as yours to have some form of customer service.

I require a full refund and do not want this to go on for any longer! It is now the 18th of August?

Please can somebody get back to me asap with conformation of a refund.

Regards,

Tasha Mesbah

[protected]@hotmail.co.uk

[protected]

6 Castle Road

Kirby Muxloe

Leicester

LE92AB

I have place an order on 28 Jul, 6 items in total.

One item arrived almost next day, I assume it was in UAE already.

One item item turned out to be out of stock right after order was placed and paid for.

1 item was “shipped” On 30 Jul

3 remaining items were “dispatched ” according to the web site but that was it.

So almost 2 weeks later and I got only one item on my hands. (Upon check out delivery was promised within 7 days).

But only that. I’ve asked to refund all items that I haven’t received due to shipment delay )which as they said happened due to some warehouse issue). And yet they won’t even consider it. They said to wait up to a month! A month!

So we’ll, here I am, with no product and no money. And I cannot wait any longer, I literary need things for my every day life. Or at least my money back so I can go and buy elsewhere. It’s 2022, I won’t accept that delivery has to take up to a month. It’s ridiculous and not what was confirmed upon check out, otherwise I wouldn’t have ordered.

I ordered something from then three weeks agao and paid next day delivery . The company they used said it been delivered but there was no confirmation email or picture or map location. I have contacted both companies numerous times and no one is willing to help they just keep saying its been looked into

On the 20/06/22 Ordered a tester box with a voucher for the full sized fragrance for Father’s Day, they sent the wrong voucher for a female fragrance, when I emailed them to tell them of this they told me someone would be in contact with me, nothing came of it. 3 weeks later and they refuse to rectify this and have been sending me the same email every time I complain. I have therefore paid £55 for 4 5ml tester bottles which is outrageous as most places send these for free, they cost the company nothing. If the correct voucher was sent at the time of complaint I would not have to escalate my complaint but I just can’t justify spending this money on freebies, the company should be ashamed of themselves for doing this to hard working people.

I returned 2 beauty boxes which were unopened, I returned them in the same parcel, and was only refunded for one of them. I first contacted lookfantastic on the 27th March, and since then have received numerous backwards and forwards messaged asking for the same information over and over again, without the refund being issued. I was informed at one point that the refund had been issued a ‘couple days ago’ and still not received. I kept being told that it had already been issued on the 07/03/22, but that was only for one of the boxes retuned, I. e, half of the refund. I have now been informed that since 40 days have passed, they can no longer trace the item and are unable to offer a refund or a replacement. But they are already aware that the returned item was received back at the warehouse, as, like previously mentioned, they apologised for the confusion and told me the refund had been issued, which I never received. I would now like the money I am owed from the refund and compensation on top of this, due to the inconvenience and the fact I have been trying to get my money back for over 2 months.

Since 15-5-22 have been trying to email Slotomania customer support and continually get back notices stating site unattended at moment. It doesn't matter what time of day/night - it is continual and I don't just get one message, I get three each time try to send it through. This is not got service or practice.

The following is what I'm trying to send them:

Hi Ethan,

Stop treating me like I am stupid, as all games are chance which everyone is aware of and it is all luck and what you spend per spin.

I was positive and love all the variety of games that slotomania has.

but,

do not appreciate dishonesty and B.S or being ripped off refer to INC20408844 issue and everything is posted on lots of websites just like ripoff.com, trust pilot, etc.

Oh, and your company needs to be honourable and pay me my massive win of $499,500,500,999,500. As not my fault game glitched!

As when you go shopping at a supermarket and they scan item and price comes up incorrectly they do not say you cannot have it they are EXTREMELY APOLOGETIC AND HONOURABLE and give you items for FREE in good faith that you will not be negative about their supermarket and you will keep coming back as a 'LOYAL' customer.

About time you changed your tactics and policy as there are loads of negativity against 'Slotomania' from unhappy customers and mine is just another.

And by the by 'WORD OF MOUTH IS A POWERFUL TOOL'. It is used for positive and negative feedback and I have heard of companies going broke because of negativity.

Is this what Slotomania wants - TO CLOSE!

I placed an order on 16th May 2022 ([protected]) for some Aesop products. The order hasn't arrived and I can't get hold of anyone at Look Fantastic. Emails bounce back, telephone number says they aren't taking calls, online customer service messaging isn't available. This was a £141 order so i would either like the products to arrive asap. Or a full refund.

on 23rd April 2022, one of my order (containing two shampoos) should arrive but not. I contact the lookfantastic immediately and filled the form they send me to help them for investigation. However, today is 23rd May 2022, I still not receive any positive reply from them. Every time I send them message they just reply "under investigation". I can't believe this. The order number is [protected]

My order to the value of €320 never arrived. Upon contacting lookfantastic several times through online social media and by email to see where it is, I got one reply and it was “ they will investigate and get back to me”. I have tried contacting them several times since and no one is replying to me. I have also requested that my order be cancelled and I would like a full refund and again no one has acknowledged or replied to my request. My order is 1 week late, it may not seem long but when I have no products and they have €320 belonged to me, it is reasonable to expect a reply! Awful customer service, extremely poor and I have never had this experience with any other online retailer. In fact most cosmetic companies are extremely prompt and professional in dealing with online requests.

I purchased items off this company in April they said was delivered I haven’t recieved I then completed a form to send to courier left it a few courier said delivered to a green recycle box but wasn’t after numerous messages to this company they tell me delivered to wrong address still no parcel you can’t talk to anyone just message throu app and no matter what I do I am having same reply or I got to retell them my situation this been going on since the 5th of April and still no wiser where my parcel is appalling service

Dear Sir Madam ,

I am writing to complain about an order I made with look fantastic on 1/12/21. The order was for some beauty products valued at 122€ . I received an incorrect order on 16/12 which was valued at a lesser amount . Following a number of correspondences with LOOKFANTASTIC I returned the order with the company promising that they would cover the cost of postage as they were not able to give me the correct postage label allowing free postage. I returned the incorrect item on 17 January. I have been in regular contact with them since then and each time I get the same answer .."a member of the team is looking into it.". I am awaiting a refund of 136€ in total. The customer service I have received to date has been without a doubt the worst I have ever experienced and I regularly buy from a range of online retailers. I would be very grateful if you could look into this. Yours Sincerely Karen Banks

Placed an order for some perfume and selected for it to be delivered to an inpost locker.
Received an email a 3 days later to say that the item could not be delivered and had been returned to sender, when I contact Look Fantastic they could not say why this happened and said they would send another one.
The has happened again has been returned to sender. I have sent a number of messages to to customer services asking for this to be refunded so I can purchase this elsewhere as this was for a birthday and I had already missed this day.
Each message I received did not acknowledge my request for a refund and I've received the following responses stating that: 1) it has be returned to them before they know it was not delivered 2) it's on its way to me 3) was providing with an old tracking number that was out of date!
No one is clearly reading previous messages and the service I'm receiving is disgusting.

I ordered from lookfantastic on December 5th and they sent me the wrong product which I didn't receive until December the 13th. After multiple messages they still haven't sent my product and are ignoring all my messages asking for a refund. Originally they said they would replace the product but they can't even do that now because the product is no longer on their website.

Order Number HLV6T9M1-1
Ker
Postcode - PA7
total order £138.72
Klara taken payment on 7th December £46.24
Email sent from Look fantastic to acknowledge delivery problem and £5 voucher issued.
No further response or word.
No items delivered.

I am very concerned this has been forgotten about.
I would like confirmation that 1) Order is cancelled 2) Klara is told order never was received 3) Klara is told to refund the money paid.

Thank you