Look Fantastic

Please be really CAREFUL if you are thinking of purchase items from LookFantastic! I purchased the Moroccanoil Moisture Repair Conditioner a few days ago. I have used it for only 3 times. Two days ago the bottle was accidentally dropped from a merely 30-cm platform and to my surprise the pump dispenser just BROKE IN HALF! And the entire bottle is ruined!

I have used other cheaper shampoos with pump dispensers, and this problem has never occurred before. I strongly suspect that this bottle that I have received has spent a long time in the storeroom, and is already of DEPRECIATED quality before it is sold to me. I tried to contact the contact the customer service and after 2 days of patient waiting, they replied that "a product can only be replaced if it is delivered to you damaged and cannot be replaced if damaged after delivery."

I have had similar experiences with FeelUnique.com and ASOS.com and have received either a replacement or a refund f
Rom the 2 sites. In contrast, the customer service in LookFantastic has been really disappointing. After sending me a product of such poor quality, they are just trying to avoid their responsibility without even offering me an apology!

Think twice before making your purchase with LookFantastic because your basic right as a consumer to receive a product of reasonable quality cannot even be guaranteed!

It is not the money, but the ability of a company to earn consumers' trust that matters. Unfortunately they have lost my trust.

There is no way you can cancel your orders because they will auto re-order it for you, and you have to pay your shipping fee at Canada post when they say 'no shipping fee' when you order it

Wouldnt amend the delivery address a minute after the order went through because "the wheels were already in motion" and then refused to cancel the delivery! Useless doesnt cover it.

I bought in December 2022 some products and parcel been apparently delivered to wrong address, Evri has admitted and been told to go back to Lookfantastic and they don't want to resolve, after many message back and forward, I did charge back and they quickly manage to take back money from my accounts because they said to bank they delivered parcel, tried to resolve this issue with Lookfantastic as my bank advised me and they don't do anything tell you Because there was a charge back it has to run out and Jess,, the boss,, says my issue been resolved, you can't go any way forward with them if something goes wrong with parcel.

I live in the US, so I placed my order on the US site. My order was shipped from lookfantastic UK via Royal Mail on 5/7/20 (per Royal Mail) with an ETA of 5/10-5/14. According to Royal Mail, the order left the UK a week later (5/14). The United States Postal Service has yet to receive the package (3 weeks after the order left lookfantastic). I understand the possibility of extended delivery time, but this is just taking WAY TOO LONG. I can't get an answer from lookfantastic. I doubt they even have a customer service department.

Bought a product which doesn't match their online description, asked for a refund but they plain refused. Despite the fact according to the law they should take back my purchase, with what's called the cooling off period: In consumer rights legislation and practice, a cooling-off period is a period of time following a purchase when the purchaser may choose to cancel a purchase, and return goods which have been supplied, for any reason, and obtain a full refund.

I have also asked them several times for them to delete my account with them because I won't ever order from lookfantastic.com or any other company by the hutgroup.com. They responded me that they have removed me from their email newsletter. Seriously I have done that myself. They think it's a joke or are laughing at me.

I wrote a review about how the product didn't match the description as they have given but they will never post my review because its a negative review, they moderate all reviews and only post the positives ones. You can see this with all their products that have reviews, there are only positive reviews, very misleading and deceiving company!

Disgusting money grabbing company, I would never recommend to buy from this company!

Worst customer service ever.
Its been 4 months since a wrong item has been sent to me. Still awating a resolution. Customer care service is pathetic. As they ignore mails

Dunno why you guys have such bad experience. Ive ordered Moroccan oil shampoos, conditioners, and sleep in rollers. Items delivered quickly with no hassle. I recommend this site strongly.

I ordered over £100 worth of Elemis products. Which should have had 3 Free Gifts. They sent the 2 cheapest ones. And there replies to emails are dismissive. Don't shop with them

Worst retail experience ever! I ordered items that were supposed to be delivered within 5 working days (this was 3 weeks ago) I have been back and forward for 3 weeks trying to track down my order and request replacements as my order has been lost 5 times and still not received anything. Half of the items went out of stock in this time, which they lied about and said sent items were on the way to me until I told them they were out of stock on the website - I had to then request a refund as they were going to send the items when they came back into stock(still not received refund for out of stock items).
I received an email, 6th order of same items has been sent back to look fantastic from evri, I emailed asking for refund for entire order this is not possible as they have processed it to be delivered for a 7th time.
I just want my money back to order my skincare items elsewhere.

It has been a really stressful experience. I not able to make a complaint, I asked 5 times this has been ignored every time (I don't think they have that option at all).
Avoid at all costs.

Itss been 3months no order. Hermes confirmed they cannot account for it and Look Fantastic refused to resend or refund. They were rude and u helpful. FO NOT USE! Read the reviews.

I have bought several orders at this site.The firs ones were ok, i was so excited to find this site. I een orderd something a week before last christmas and it came on time. But LAST ORDER that i recieved contained FAKE Aveda invati shampoos. Ihave been using aveda for years, an i know how the real product smells, feels and looks.the ones they sent me smelled like soap, te color was much lighter and the texture was more like a fluid(as if it was water mixed in). I contacted them about this but they havent reolied yet. Also aveda invati spray smeeled like alcohol. Like it was spoiled. Now i'm starting to think other products i bought were also fake or tempered with and i just didint notice. I hope they will reply and resolve this issue.if they do i will let you know(maybe they dont know what the supplier is sending)

Placed this order on the 25th November, with given 5-7days delivery.
After endless messages, and listening to excuses that their busy. ( Aren't We All) In which I like to state. THAT LAST YEAR DURING COVID THEY SEEMED TO DELIVER ON TIME. Within their time stated.
Now that they're trying to re coop business after last year, meaning possibly cutting back on warehouse staff?. Their customer service is absolutely appalling.

With constant messaging backwards and forwards,. We are now nearly over 2 weeks since the supposed promise of delivery.

With only part of it supposed to be shipped?.

I'm still missing half of the order.

The question is… WHY ARE THEY CONTINUOUSLY TAKING ORDERS IF THEY HAVE A SUPPOSED BACK LOG IN THEIR WAREHOUSE OR A PROBLEM WITH GETTING THEM DISPATCHED?.

This is certainly the worst this year, of online shopping experience I have dealt with.

Most retailers inform of delays.
THESE DO NOT.

Their code of business practice is disgusting.

I ordered shampoo, conditioner in one order and two packets of Imedeen sun tablet s in another. The shampoo and conditioner arrived, severely damaged, damaged, lost about 50 percent of the shampoo. The tablets, ordered on Jan 11 has not arrived. I asked for a replacement and after 1.5 month they managed to get one packet here. They said the have set out replacement for packet no 2, which never came, They said they sent yet another replacement which also did not arrive. Now, May 13 they have sent out the 3rd replacement and because I told them we meanwhile have moved offices, they refuse to be responsible for getting this packet to me. I have written countless mails, having to log in on their website. They don't answer the questions you ask in you mail, it is like a robot is replaying, it really is like talking to a wall. They should close this website, especially after I read here that some of the product they are selling may be copies and not original wares, that is a horrendous thought. Don't ever buy anything from them.

I purchased a GHD hairdryer from Lookfantsic without knowing it comes with a UK plug (info not mentioned on the website) so I returned it immediately. The hairdryer was returned to their warehouse on 6/11, and I have been contacting their customer service ever since. Each respondent said she would give me update shortly but there was no update whatsoever. I am very angry of the money I paid (hairdryer $150 + usps return postage $60=$210) and lost. Do not trust this company!

7/6 update-customer care replied and yet still no update on my return and refund. This has been going back and forth at least 10 times in the one month period after my returne delivered at their warehouse. It is very frustrating that I have to chase them and trying to find out the whereabouts of my return and refund. Each representative says he or she will reply shortly and I never, never got an update from them. To this date, I am quite positive that I would never get my money back. Such a scam! I will contunue to escalate my concern until the company proves they are trustworthy and reliable to the customers. That's it! Give me money back.

Poor service - delivery still hasn't arrived after several weeks - when I chased for an update, the only statement I got was 'warehouse issues' - never want to order from Look Fantastic again :(

Lookfantastic used to be a great online store, I ordered from them often and never had any problems until this year.

For some reason they started shipping ordered products separately, e.g. you receive confirmation e-mail that they have sent the cream, shampoo and makeup, and then a couple of days later they inform you that they have now despatched the cleanser as well. So you have to wait for two packages. Which would not be such a problem, if the second part arrived, however that never happens. First time I contacted them (you have to print and fill in the form), to say that I have received first part of my order, but that one product sent separately was missing. They agreed to send it again. While i was waiting for it, I was stupid enough to make another order (I've never had problems with them before, so I trusted that everything will turn out ok with my first order, and they had a great offer at the moment).

Well, deja vu! They again sent most of my order the very next day, but a cream was sent separately five days later. And surprise, surprise - not only I haven't received the product from the very first order (sent TWICE), but now there is no trace of the second part of the second orher either! That means three products went missing (it's been almost three months already, so I doubt any of them will turn up) and I'm definitely not ordering from them ever again.

It is all ridiculous from the begining. I put some items on my basket to buy it later and suddenly i wake up with the notifications from my bank which i have payment for look fantastic.
I have send an email to their customer service before dispatching but they pretented like it was and were told i can return once i received and i said that one okay tooo.
Now tried to return my items which i wasnt purchased from my side and asking for the return fee.
And i get sick of hearing their copy- paste answer.
AND THE PRICE IS ALREADY MUCH CHEAPER PRODUCTS WEBSITE EVEN WITH THE DISCOUNT.

The product I bought in their website was not delievered. I got in touch with the company and they said they can do nothing about that. Very dishonest and shameful.

Terrible customer care
Terrible customer care! Beware!
I always buy stuff on this website, I like the products and the prices. Shame their customer care is so bad. They are very quick to respond to your complaints and very apologetic, but it stops there. Completely lack of skills and interest in finding a solution to any problem you might have with your order.
I placed an order like a month ago, I've never received it because it got probably lost somewhere, and I'm still waiting for a refund. They say they can't give me a refund till they start an investigation to see what happened with the order. Unbelievable! They have enough proof I never received it, as it says very clear on the tracking details that it has never been delivered to me. Actually, last thing on tracking details says it has been sent back to retailer (lookfantastic). But they tell me they don't have it! It's obvious they don't have any intantion whatsoever in giving me my money back. So all I can do it's to stop buying from them and write this review so people know what to expect if they have a problem with their orders. Opt for other websites much more serious than this one if you don't want to loose your money, and your time and energy dealing with their customer care!

After offering next day delivery; I have received order confirmation, delivery address confirmation and order details. Yet I have still not received my item. The reason to use websites like this are to order items you need immediately with the option to receive next day delivery.

Trying to find details to get in contact with customer services is a challenge. Though they state they are open 24hours a day fro any query Monday - Friday... on the SAME page at the bottom it then states the call lines are only open 8am-8pm. Odd...

I could not log into my account to send a message as they said my email address was invalid...(though they are happy enough to spam me with advertising emails!) so I had to recreate another account.

Having ordered this item on TUESDAY and it is now FRIDAY! I needed this item for the weekend to take on holiday. I had to re-order from a trusted website for next day delivery.
Would NEVER use this website or company again. TERRIBLE customer service... if that is what you can call it!

The randomly canceled my order 3 weeks after the purchase and have not refunded me or given me a reason as to why the randomly canceled my order in the first place! They are scammers and liars.

I can't even begin to describe how careless, incompetent, and useless their customer support team is. HORRIBLE HORRIBLE HORRIBLE STAY AWAY OR THEY WILL WASTW EVERY WAKING SECOND YOU HAVE AND EVERY PENNY YOU HAVE. HORRENDOUS COMPANY AND TEAM.