LookFantastic
Reviews and Complaints

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It is the same experience as I had with this shop. After receiving payment they simply deleted my account.
This site is FRAUD!
STAY AWAY from this internet SCAMMERS!
Warn others to AVOID THIS SITE!

HORRIFYING ONLINE SHOPPING EXPERIENCE WITH LOOK FANTASTIC
Lookfantastic order number [protected]
I live in Australia, and I've paid 207 pounds and ordered 2 x GHD metallic gold hair styler + bonus ghd final fix hair spray from ‘lookfantastic.com’ on 13/11/2012.

On14/11/2012 I've received an email saying the order has been dispatched.

On28/11/2012 I've received the parcel, it's posted from Belgium, it's a fairly small box, my first thought was there was no way that both of the hair irons could have fit in there. So I opened it up, there was only 2 bottles of the bonus hair spray.

The next day I wrote to them to explain that I've only received hair spray, but not the hair irons, asking where is the rest of my order.

On 30/11/2012, I've received an email from lookfantastic saying sorry that my order is missing, they will look into it. I replied the same day explained AGAIN that I've received part of my order, the hair spray, I am still waiting for the 2 x hair irons.

On 01/12/2012, I've received another email from a girl called Joanne from LF(lookfantastic), saying that she will send me declaration form and she checked stock level there are still stock left, she will be sending the hair iron& hair spray to me within 24 hours.

I replied again to say thanks for that and I have received the hair spray, no need to send them again.

On 03/12/2012, I've received another email from LF saying they've checked the tracking number, someone has signed for the parcel, asking me to check with my neighbours if they've taken it! This is the parcel of the 2 x bottles of the bonus hair spray that I've explained a million times to them about. They’ve even attached my original inquiry in that same email, where I've clearly said that I have received a parcel and it only had the hair sprays...

On 04/12/2012, I finally received the declaration form, there is once again a huge mistake on it, it only mentioned 1 x ghd hair styler +bonus hair spray missing. I manually crossed out 1, wrote 2, and crossed out the bonus hair spray, wrote next to it: I've received hair spray, no need to send them again.
Then I explained the whole situation on the body of the email, as well as on the deceleration form to them once again just in case someone new handles this claim again. I've even attached the photo of the box that the hair spray came in with and also my order confirmation sheet.

on 05/12/2012, I've received an even more ridiculous email saying that my order has been REFUNDED. And the refund value is only half of what I’ve paid (I’ve paid 207pounds, they’ve refunded $103.50 pounds).

My frustration is beyond words could describe, and I am total disgusted of the whole experience with lookfantastic.com.

I would not waste of my time any further trying to sort things out with lookfantastic, I have decided to take this to British consumer authority.

I have also published my horrifying experience on a local influential Chinese forum, I am sure they will learn from my lesson, too.

my best friend's mom makes $77 an hour on the computer. She has been out of job for 9 months but last month her check was $7487 just working on the computer for a few hours. Read about it here CalmCash. com

HI Emma888. Just to let you know I did eventually get a refund, but only after hassling them A LOT on their Facebook page. Just to take the biscuit, when I eventually spoke to someone who confirmed they were giving me a refund they initially DEDUCTED the amount they owed me again! Thankfully - after a bit more hassling on FB - they eventually refunded both amounts. I also got in touch with consumer direct, who as a matter of course will pass your complaint on to Trading Standards. Good luck.

I too am less than enamoured with Lookfantastic, despite having been a good customer in the past. At the beginning of December they sent out the wrong item, which I promptly returned - obtaining proof of postage as requested (7 December). Despite numerous emails to them via their website contact form, my account was still not credited, despite acknowledgement of my proof of postage and assurance that my account would be credited within 24-48 hours. 3 weeks on and my account has still not been credited. I raised a dispute with PayPal (because that is how I paid), but have had no joy there either. They wanted me to provide a tracking id for the returned item, yet the customer adviser at Lookfantastic told me I only needed to obtain proof of postage. Because I was unable to give tracking information, PayPal have said that I will not receive a refund. I won't give up. They must be making a mint from all the customers they rip off in this way. I will be taking this further.

Something has gone very, very wrong with this company in the last few months. You are by no means alone in your experience. I have found that the only way to get a response from these people is to complain on their facebook "help" page: http://www.facebook.com/HelpMelookfantastic, however I have yet to find out whether they come through with the actual refund. Good luck!

I experienced a similar thing. I ordered a product from the UK Lookfantastic.com company and not only did they send me the wrong product but they also did not refund me when I sent it back to them, apparently their warehouse did not receive it. Be warned!

I agree totally. They sent me the wrong order, so I returned it and obtained proof of posting as requested. This was almost two months ago and they have still not provided me with a refund - even after I sent them the proof of posting receipt. When I told them that I was going to take the matter further, they deleted my account - presumably to try and remove all evidence. However, I have my payment to them as a record, plus copies of their correspondence. They won't get away with it. It amounts to theft. Everyone who is dissatisfied with them should lodge a complaint with trading standards and the Ombudsman.

Yes, horrible service! I didn't get what i order, they contact me for refund or replacement, I choose a replacement, after 2days, they send me an email tell me that they have record a refund request so they cannot make a replacement (I never do any refund request but ok i accept it), but after a month, no refund at all, so I open case on paypal to complain, they send an email to tell they have refunded, but there isn't any, They are just use a lie to cover another lie.

I totally agree. I really regretted buying from Folica. I bought 4 hair appliances from them (Conair Straightener, Hot Tools Crimper, Hot Tools Deep Waver and Remington Hot Rollers). I really regret not reading these reviews first before purchasing from them. When the items arrived, I excitedly tested out the items, but only the crimper and hot roller can be switched on. The other 2 cannot. So I emailed Folica to ask.

Their reply was not only unhelpful, but also very matter-of-fact and insincere. First they told me that “international customers cannot use appliances without dual voltage”. I was surprised at their short and cold reply, with no offer to find out more about my problem. I then replied them with a question, asking if that’s the case, why are the items being sold to international customers? And why wasn’t it mentioned upfront to us that international customers cannot use them?

Anyway, I knew about the voltage difference, so I also bought a voltage converter from Folica. I told them more about my problem, that I could not power on the appliances with the converter. And their second reply to me was “You have voided the warranty by using it with a converter”. I was like…what?! Where in the website was this stated? And the item can’t even be switched on, so how could I have used it? An appliance is used only when there is power running through it right? Some may even say an appliance is used only when it starts serving its function, not when there is electricity through it. The problem now is they can’t even be switched on! Moreover, the converter was from Folica in the first place! They sold me the converter, and now tell me that I have voided the warranty by using it. Does that sound like a conspiracy?

Folica states on their website that if for any reason customers are not satisfied with their order, can exchange or return within 30 days. Now mine can’t even work….

Folica is not replying to my emails or queries. I really don’t know what I have landed myself into. I thought I could trust them…but apparently not….totally utterly disappointed….. I have paid so much for the items to be shipped over, and now they are only for display purposes……if anyone can help me…pls do… You can reach me at dreamsbolt@gmail.com... Your help wld be greatly appreciated….

So here it goes my story including the worst experiences I’ve ever had. I placed an order on 31th May. They claim: ’’Our orders are sent via courier and are normally delivered within 48 working hrs” I waited for my package 2 weeks. I received nothing. I sent them dozens of e-mails. No answer. I called them and asked to refund my money. They said my money will be back in my account within 5 working days. 5 even 10 days passed by, still nothing. Finally I contacted my bank hoping to see my money again. This company is untrusty, their costumer service is terrible, (not sure they even have a steady one). My advice:avoid & do not order anything from this webshop (? no idea how to call them because in a shop you usually get what you pay for). I just wanna thank you lookfantastic.com. Thank you for the holy NOTHING.

My advice for you guys: Do not trust this ### webshop. Do not order anything unless you have a lot of money to throw out the window. Just some words enough to describe these ###in idiots: terrible costumer service, stolen money.

Very bad customer service. Take ages to reply after repeated emails. Then I called them to ask where my order was and gave me some bull about restocking at the time of ordering - yet they never bothered to email me to tell me that so to me, that was clearly a lie. Also, they had charged my credit card way before sending my order - a practice that I know for a fact Mastercard frowns upon and probably other c card companies too.

When my order did arrive, it was damaged. I emailed them and they replied and asked for photos which I sent but it's been 4 days and they haven't even acknowledged my email so I don't know what's happening. I've resent the email twice and in the last one I told them I would complain about their dismal customer service.. and I guess this is part of my complaining. I will be complaining directly to them and to any other relevant bodies.

So, best of luck lookfantastic with your crap customer service. Let's see how far it takes you till you realise you're losing customers because of it.

Dear Maleet,

I appreciate you bringing this to our attention and would like to hear more of your feedback regarding how the Flat Iron pictured on Folica.com was different from the product you received.

Since your contact information is not available on this message board I do not know which Flat Iron you are referring to.

You may contact our customer service department at [protected] where you can speak with me directly. My name is Eric, I am the Customer Service Department Manager at Folica.com. If you ask to speak with me directly one of our Representatives will transfer you to me.

I am anxious to help untangle this situation.
-Eric

Dear Maleet,

I am sorry to hear about your experience at Folica.com. I understand how frustrating it can be to receive an item that is different than what you anticipated.

I would like to learn more about how the image on the Folica.com website is different than the product you received. I appreciate you bringing this to our attention and would like to hear more of your feedback. Since your contact information is not available on this message board I invite you to contact our customer service department at [protected] where you can speak with me directly. My name is Eric, I am the Customer Service Department Manager at Folica.com. If you ask to speak with me directly one of our Representatives will transfer you to me.

Unfortunately we are unable to do a price match on an item listed on Overstock.com
Here are our Price Match Terms & Exclusions (which are posted on Folica.com):

1. Price Match applies only to online retailers that have the identical product in-stock.
2. Price Match requests must be submitted to Customer Service within 10 days of purchase.
3. Price Match comparisons are based on TOTAL price, which includes product cost plus charges for shipping, handling and taxes. Excludes gift with purchase.
4. Folica only sells new, genuine products; we do not accept comparisons on remanufactured, refurbished or counterfeit products.
5. Excludes sale and promotional prices.

NOTE: Folica does not accept Price Match comparisons from classified sites such as Craigslist, auction sites like eBay or other unauthorized resellers.

Sincerely,
Eric, Customer Service Department Manager Folica.com