LookFantastic
Reviews and Complaints

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

The issues are as follows,
Issue 1: per royal mail tracking: vx 1651 0011 6gb, my order (cream and headband) has been returned to you on the 26th. Yet I was not refunded for the cream. The prepaid label from look fantastic only concerned the headband however I returned both items securely in the box. While it may have been unbeknown to look fantastic that the cream was additionally in the box when scanned in, anyone opening the box would have found the cream. They should check their cctv and they will see two items in the box.

https://www3.royalmail.com/track-your-item#/tracking-results/VX165100116GB

Issue 2: the armani si arrived smashed and look fantastic told me they refunded this but I still have not received the refund. I sent proof of the smashed bottle.

Please find below the relevant whatsapp messages:

[17/06/2020, 12:43:23] l: please there is smashed glass

[17/06/2020, 12:45:52] ‪+44 161 813 1481: *Nicola*

A refund has been requested for the perfume. This will be returned to your account within 3 - 5 working days.

[17/06/2020, 13:03:19] ‪+44 161 813 1481: *Jessica*

We are unable to advise what options will be available before we hear back from our team. Are you happy to return the headband back to us for a refund?

[17/06/2020, 13:03:34] L: You need to give me a returns label

[17/06/2020, 13:06:41] ‪+44 161 813 1481: *Nicola*

I have arranged the return and refund. You will shortly receive another email which contains instructions on how to return your goods and a copy of our returns form.

[25/06/2020, 09:17:54] L: Have you refunded the smashed Armani Si?

[25/06/2020, 09:18:06] L: I still haven't received the refund?!

[25/06/2020, 09:19:18] ‪+44 161 813 1481: *Nicola*

I am sorry but there has been an error processing the refund. This has again been requested today and will be returned to your account within 3- 5 working days.

[25/06/2020, 09:19:57] ‪+44 161 813 1481: *Nicola*

Which items were returned using this label?

[25/06/2020, 09:20:05] L: both together

[25/06/2020, 09:22:05] ‪+44 161 813 1481: *Nicola*

Ok, thank you for confirming this. As soon as they are processed and confirmed returned to our warehouse a refund will be processed.

[29/06/2020, 11:41:21] L: The returns label that I used for the cream & the head band has the corresponding tracking number: VX 1651 0011 6GB

The potential order number is 216437670.

I recently spent £170 on products on look fantastic. It was my first time shopping with them and £170 is a lot of money for me. They have a lot of advertised "free products" when you spend a certain amount on particular brands and I spent more than £30 on nyx to receive a nyx goodie bag which I certainly would not have done if I had known it wasn't true. They delivered the items I paid for and that was missing and after contacting them they said they are out of stock and don't know when they will have in stock. So why are you still advertising it on the site!? Is it just a lucky few might get it? Why wasn't another complimentary gift sent instead especially given how much I spent on other products as well. Or why not just send it to me if it really will come back in stock surely there is a date stocks are replenished. I just think it's unfair to advertise gifts and not deliver. It's psychological to make customers spend money and then they can't return products like make up if they have been used or opened.

Hi this is ishra izzath from sri Lanka, I ordered around 35 products worth £267 in 3 different orders from lookfantastic. I ordered them 4 months ago, until now I haven't got the products, due to covid we were under lockdown for over 4 months and I was unable to clear it and now the lookfantastic company has asked dhl to destroy all 3 parcels. When I contacted lookfantastic about this they told me that the parcels are being returned and they will refund soon, again when I asked another agent she told me the parcels are with dhl and she wanted me to return it, the company keeps lying about this, please do something to help me

I Murzina Anastasia, July 12, 2020 paid 100% of the Order [protected] from July 12, 2020, the product on August 10 was not transferred to the transport company for subsequent transfer of the product to the customer and the company does not return money for the product .There is no product and no money

I have ordered a couple of things from LookFantatsic almost 3 weeks ago and I paid for next day delivery. They dispatched the goods and the courier company sent me a tracking link the day after I placed the order. Now 3 weeks later and after so many emails and texts with them, I am yet to receive any real updates or money back for the delivery charges.

They have been lying to me and have misleading me. One time they tell me that they have dispatched the package and is with the courier and they investigating what is going on. Next thing they send me an email telling me tha actually my package is going to be sent after yesterday (19/05/20) and they will update me with a tracking number.

I tried to contact courier services which is Hermes but I ended up in a endless battle of trying to get real answers. They sai the have the package but I should contact the provider not them.

Yet here I am frustrating and disappointed and haven't received anything.

I bought toothpaste from Look Fantastic 45 days ago, and until now I haven't received my product. They just tell me to wait, it takes forever to get my money back. Right now I wanna Look Fantastic just fully refund my order. It already waste a lot of time. During this period, I contact Customer service 6 times, they give me the wrong tracking numbers, so when get the correct tracking numbers, it shows this package has been refuse. Until now they still ask me to wait, it's ridiculous that customer wait 45 days still don't received product and the website refuse to fully refund.

This is a copy of the email I have been attempting to send but it keeps bouncing back. Near impossible to make a formal complain!

Dear Look Fantastic Team,

I am writing to express my serious disappointment about the poor customers service and response to my recent purchase from look fantastic.

I had ordered multiple items on look fantastic during the Black Friday event. There was an automatic 22% deducted from my bill and I was able to also add a voucher code enabling another 22% off. I was incredibly pleased and actually informed lots of friends about the amazing offers. There were no visible terms and conditions on the offer homepages or product pages across the website. The order was accepted and money was taken from my account.

I then received 2 emails stating there was a problem with my order and no specifics as to what the issue was. I then received an email saying my ordered had been cancelled due to a pricing error on look fantastic' end, with no further information as to why. I made a complaint via Twitter and then had to follow up more than once before anyone responded.

I have since received an email confirming it was a pricing error on your side. Due to the fact this was Look Fantastic's pricing error and own fault combined with the fact there was no clear communication or T&Cs across the website informing customers about how the offer mechanics work, I expect my order to be honoured for the price it was originally accepted at for £59.31.

I look forward to your fast response.

To whom it may concern,

I have noticed there's a payment transaction of my credit card yesterday that went through from your website LOOKFANTASTIC.COM, however I have not authorized this payment and have not allow other people to use my account or my credit card. I have checked my order history of my account in your website and this unauthorized transaction is not in the order history. I would like to have this payment canceled and have my money back. I have tried to call your customer service several times but failed. Please contact me via this email : [protected]@163.com or this number : (0)[protected].
My account in your website is Lareina.

Thanks,

I preordered the advant calendar, when it come to the date of arrival The 1st of October, i went on the chat and asked where it was, to be told that they ran out and waiting for more to be shipped in, so I was waiting waiting waiting upset because you preorder stuff so you shouldnt have to wait! finally be told that it had been packed to leave warehouse for shipping, so over a week later I look and it was still sitting at the warehouse, so I went back to the online help to be put through to someone named Macy! all I was asking is why hasn't it left the warehouse to be told that they can't help till the 5th of November! Not only has my look fantastic subscription box hasn't been shipped yet and still is sitting at the warehouse and got told they can't help me with that ethier! So o asked to cancel my subscription box as I'm so upset with what happening to me and to be hung up on! That is so rude, to hang up on a customer needing help!

It's a pity their CUSTOMER SERVICE WAS FANTASTIC?..
Terrible service over something that should have been quite simple and uncomplicated to deal with.
REF : ORDER NUMBER [protected]
Cutting a long story short . Didn't get parcel, after many phone calls to try and resolve the issue, AND BEING PROMISED IT WAS ON ITS WAY ..? From WHERE ? ANOTHER PLANET .

Simply asking for a refund FOR AN ITEM THAT I NEVER RECEIVED seems to be a GREAT DIFFICULT TASK .
AND AN EVEN MORE DIFFICULT TASK JUST TO CONFIRM THAT BY EMAIL.

GET WITH THE PROGRAMME FOLKS .. without customers ..!.. THERE ARE NO SALES ..

I had ordered goods worth 78GBP from lookfantasic.com. my order number is [protected] it's been more than a month since my order is not received.
I E-mailed the lookfantastic team several times but they were not ready to help and only automated messages popped.
now after emailing their registered courier service which is DPD I was informed that my order is stuck in the customs.
then lookfantastic team is asking me to contact the Indian customs by myself and their team has no role to play in that.
DPD said they can help if lookfantastic provides with KYC DOCUMENTS.
I don't know why the lookfantastic is not ready to help or provide with required documents even after telling them 1o times to provide those documents and not even taking any initiatives.

I have not received my order.
I have posted several reviews on every possible website, contact the courier company, the export department, the look fantastic company several times.
i have ordered goods so many times but never had to involve several people/companies to resolve the issues. the customer care team took care of everything.
very unprofessional.

please ask lookfantastic team to either provide me with a refund or solve my problem if they can. I no longer want to deal with these issues and no longer want to keep in contact with this company.
I have even reported to trust pilot website twice about how horrible their customer service team is.
they don't even care if their customers are facing inconveniences

My parcel was lost and I got the refund but for an incorrect order

On the 26th of June, I wrote the following review on Trustpilot:
My parcel was lost and after 22 days, the progress is just "in investigation". I am really disappointed about the delivery and customer services as well as the efficiency.

UPDATE 1 (the 27th of June):
On the 21st of June, I was told by the Customer Service,
"This is still being investigated, can you please get back to us mid next week if you haven't heard from us."
I left my feedback on the 26th of June and got the reply on the morning of 27th informing that my order had been refunded.
I was happy and I sent a message to Customer Service team to check the refund but was told,
"There is an investigation still ongoing. Until it is not solved we can't unfortunately refund your order. I'm sorry for it."
On the afternoon of the 27th, I did get the refund but was for incorrect order. My lost order is 165231012, £52.80. But the refunded one is 162958779, £28.80.

UPDATE 2 (the 28th of June):
I contacted the Customer Service on the 27th to correct the refund. But got the following reply:
"Thank you for getting in touch about your order 165231012.
Unfortunately, we are still investigating the question regarding your order 165231012, which is why the refund for this has not yet been processed. As soon as we have a response from Royal Mail, we will contact you."
I do not think it requires three to four weeks to contact the Royal Mail. And contacting the Customer Service by leaving a message on the official website is totally useless. I can only write my review here, which is the only way for me to get my money back. It has already been one month since I placed the order!
Now, I just hope you can correct the refund, not for order 165231012, but for 165231012.

My review seems to be very rude to you. But it is my true experience and I am really disappointed.
PLEASE NOTE: I DO NOT DESERVE TO LOSE MY MONEY FOR YOUR MISTAKE.

So i decided to order the Loreal Elnett Satin heat protect styling spray, great product. I had options on where to buy it, but decided to do it here. I prefered it because it had a great nozzle which is easier to use, it was more $, but that is what i wanted. So i get the product, to find that it had a press down button which is not what i paid for or saw on their page. I called to let them know that is not what i ordered and was told, it was and was asked to send it back at my own expense. I explained that it is the product, just not the correct nozzle. I was asked to send a picture and i did. Then again i was now asked to send a picture of the bar code, i did. All of this is ridiculous since they based on my account they know exactly what they sold me. After almost a month of back and forth, nothing was done. It is stupid that i send the product back at my own expense since they didn't send what they advertised. I called again and was told that that particular nozzle was disconntinued. So why not advertise that as well. Basically, make sure you get what you are asking for and not what they want and have available, beacuse you will be asked to send it back at your own expense.

Company sent me the wrong item, I returned it and requested that they pay the return shipping fee, as it clearly states on their policy page that they will pay return shipping if it's their error. They refused to reimburse me because I didn't have the original post office receipt. I sent them a screenshot of the post office charges on my credit card bill with the date, location, etc. but they still won't refund me. Totally unacceptable given that they sent me the wrong item in the first place, and that there's nothing on their website indicating you have to provide the actual post office receipt in order for them to refund shipping charges.

I ordered a bunch of items back in November (over 7 weeks ago) and they still haven't been delivered. I've contacted the customer service many times and they only response I keep getting is that it is under investigation, which is ridiculous after 7 weeks of waiting on the products. I've contacted lookfantastic through all their channels and nobody provided me with a solution or any other form of help. I find this unacceptable.

My order # 126871966 has been cancelled automatically on 23/05/2018, order date is 22/05/2018 amount of 77066.00 rs.
And received the mail for the same and said refund will be made with in 3-5 working days.
Since now I didn't receive the refund amount of the order.
My login id.: deepak6121982. [protected]@gmail.com is also deactivated from lookfantastic.

Please find attachment of payments e.T. C

Please tell me how much time it will take for refund my money..?

Lookfantastic should change their rules regarding orders cancellation.
Now it's impossible to do.
Please, understand, people are different and all of them may have different reasons to cancel orders. Everyone has a right to change their mind. And you shouldn't prevent it.
And I actually think it's unfair and illegal. How can you refuse to cancel orders?
Your service is far from the best one, so maybe you will fix everything at first?

I used to be their regular customer, often made orders and never complained. Probably something has changed n their return policies and everything went bad. I don't like the way they started shipping orders. Don't like it at all. I would like to get the whole order, not a separate one split into several parcels. It doesn't make sense. If you are out of something, then wait for them and send a proper package. Don't think I should trust them the way I did. These policies are stupid and I don't want to be there anymore.

I want my money back! I had the worst time with lookfantastic and all the horror continues up to this day!
I made an order and haven't received it and I can't get any explanation from them. They can't even tell where my order is, they don't know the deliver date, lookfantastic support is highly unprofessional.
I asked for a tracking number so many times, and every time they say ok, no problem.in my every message I remind them about the tracking number and still no result.
I'm so angry and disappointed! If only I had checked the reviews I could avoid all of this. I will not order from them again and of course I will make sure to spread this information.