Look Fantastic

This is the second time they have taken my money and no products delivered. Their customer service is also appalling
So much better to use beautybay.com or cult beauty never any issues with them. I will never use this horrific website again

I tried to return an order after discovering that the products did not match the descriptions on the website: most of them were much smaller sizes than stated. I've now sent four emails to their so-called 'customer services' department and received a range of unsatisfactory responses, none of which suggest that their staff have even bothered to read my messages properly. The latest response states that as the boxes had been opened, the order is no longer in 'pristine condition' and therefore cannot be returned. How is one supposed to know that an order needs to be returned without opening it?! Their approach to customer service seems to be to reply as unhelpfully as possible in the hope that the customer gives up. Their responses also come from a 'do not reply' email address, making it impossible to engage in a discussion about the problem. I will never use this company again, or any of the other companies that fall under The Hut Group parent company.

Extremely poor experience and suspect they deliberately trick people to their site with great offers they cannot deliver. Ups... our supplier can not deliver:-(
Their logistics and deliver is also very poor in those few cases you actually get the product. No willingness or flexibility to help out getting a similar order to the same price when they (AFTER A MONTH!) inform me they cannot deliver. I bought products during Black Friday and as a minimum I asked to get the same price with my re-order. Denied by Eva in Nordic Customer Service. I will cancel my profile with them and suggest you look to some of the other similar websites like Escentuals.com, which I have had good experiences with.

Early Monday morning i decided to cancel an order I placed late the Sunday night before, (which their refund policy states you are well within your rights to do) and logged the cancellation with their message center, only to be ignored, marked as "completed" with no resolution, and sent an automated email telling me a cancellation could not be made as the order had already been processed to be sent out. At first i was half impressed that they were so quick to turn around their orders, however, I have only just this morning, Thursday, received the dispatch email, meaning this order could have very easily been cancelled should one of their team been bothered to help, and not fob me off with essentially a lie. I now have to go through the long winded process of returning the the order at my expense for the postage, because they don't offer free returns, despite having requested a cancellation almost immediately and three days before the item was dispatched.

Received my order within 48 hours (no charge) I normally use Boots, purchasing online with them has become stressful, locking me out of my account then asking me to make a new e-Mail. This was stress free, cheaper I also got a free primer with my Touche Eclat. I'm a happy customer, thank you, will be using again

I came on here to find help for an item exchange and I'm so confused about all of the bad reviews! I have been ordering with LookFantastic for years and literally never once had a problem, the only time I've ever had anything close to a problem was yesterday when I received an eyeshadow palette in which one had broken during transit, I messaged their customer service team to ask if I could exchange for another and they replied saying it had been processed and I would receive an email shortly to say it had been despatched. Problem solved! I don't understand how it has such a bad rating it's literally my go-to. Great discounts too!

If there's a negative star option to choose from I'd give it to them! They deleted my account the following day after I placed my orders. The customer service was very rude! Just left the chat room without solving anything. So disgusted! They look legit but it's a pure scam!

Do not use them as if you do not choose to track your order at checkout which is more expensive as I thought choosing standard delivery was enough you will not receive your order and their customer service tell you they have no way of tracking it with Fed Ex.

Very disappointing and I haven't been offered a refund or store credit though asking for one as it wasn't a small amount I paid.

Customer services says politely they are terribly sorry but can't help

Do not use

I ordered a curler, never received it and have been trying to get a refund for months. The customer service is awful! Most recent response:

Hello Claire,

Thank you for getting in touch about your order.

We operate a 40 day policy in which we ask you to please make contact to let us know that your order has not arrived.

As it has now been over 40 days since your order was sent, we cannot trace this item and are unable to offer you a refund or replacement.

We are very sorry for any inconvenience or disappointment caused by this.

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,

Emily

I would have given 0 stars if I could... As they don't deserve any. My order arrived missing half of the items. No refund. I mailed them and they said items will be dispatched in 24 hours. They then proceeded to take. Or should I say stole. Money from my account on two separate occasions since. Their mail box is also full. I have reported this to fraud dept and since received a Bull$#*! email from the company stating they were contacted by my bank to say there was a problem with my order etc. And they would refund me for the missing items but what about the fact YOU STOLE MY MONEY on more than one occasion?! And did not refund for the actual order I placed. I am livid!

I guess I am going to have to wait three days for a refund because of there so called policy about waiting the full 30 days before I can be refunded. I received a letter from USPS saying my item was lost and they wanted verification so I sent it through Twitter as asked and still nothing yet. They gave me the run around this whole time! Beware! I won't buy nothing from them again! I am telling everybody and everyone to stay away!

Ordered a Michael Todd Microderm took several months to receive it. When I finally did get it the equipment was broken. Made several attempts to contact customer service and nothing was resolved. Although my first email was replied to after a few weeks there was no resolution given. Just them apologizing it did not work. After that my emails went unanswered. I made several attempts over about 3 months. I was just left with broken product. Luckily the manufacturer sent a replacement piece needed to resolve the issue it still cost me $50 in shipping fees, which is excessive for a $120 item. Would never order from this company again. I would rather purchase from a more reputable website. All this site caused me was a headache and an extra bill to pay. Terrible, terrible company.

Got my first beauty box and was not satisfied with value or selection so I opted to cancel my 3 month subscription. They informed me I was stuck and could opt out only at end of this period. I didn't ask for a refund or to be able to return anything... just to stop participating. No way was that going to happen. And beware there is an "auto-renewal" option you have to turn off or they will have you again. Don't bite my friends. Walmart and Target have beauty boxes that are cheaper and you can deal with Americans.

Bad experience with the company's customer service team.
Charged me for additional taxes including admin fee by the courier firm to deliver to me, and refused to reimburse me.
Never buy from them again!
The customer services team should be named " NO SERVICE" team!.
Their responses are always come across cold, even got my name wrong. And they only use "Standard Phrases" to reply you.
Terrible Experience..

Had to wait over one month for the products. Once arrived 60% of them were missing. They just left the half emptied box in front of the door. I had contacted customer service. But there was no follow up.

I have been waiting 16 days now for someone to get back to me, after I didn't receive my £171 perfume order! All they keep saying via their message app is ‘we are looking into it'. It is completely unacceptable and I urge people NOT to order anything from this company!

I've been waiting for products since April and it's now almost July... you get the run around from this company... I won't reorder anything again. I do a lot of on line purchasing, and very few are as bad as this company... beware!

Spent $350 on the skin products on 21 Apr 2022. They were supposed to be delivered within 1-3 days via Express post. However, until now (9 May 22), I still haven't received them. I sent emails to follow up and still hasn't received any response from them!

Worth internet shopping ever. I payed and got email that my delivery will be from 21 of June to 29 of June, but now customer service said i must wait for 1 month! Its not fair! I bought this product because waiting time one month its crazy

I ordered some aftershave from this company and received a confirmation that the order was being processed. It has not been and they have taken the money despite their promise that they do not take the money until the order is shipped. They are obviously scammers and should be avoided at all costs. Do not buy anything from them and do not give them your credit card / debit card details. The website simply takes you round and round in circles without actually getting anywhere.

They sent me the WRONG and damaged product not the one I ordered and now they expect me to go into trouble returning it before they process my refund. What's worse they don't really have a complaint centre to ring or email, you either have to post a letter or have an account with them. Extremely disappointed.

I've ordered from them twice. The first time there was a customs issue - they didn't fill out the required paperwork. I contacted them, and they told me I'd have to sort the matter out myself.

I placed a review stating my experience on the Trust Pilot review site, and within hours Look Fantastic was trying to have it removed. The review was no different in context than what you're reading here. It was simply not favourable.

I gave them another try now, over six months later, thinking I just got a bad CS rep.

I logged into their site, selected my Country/Language/Currency, checked out and only *after* I've hit 'confirm/commit' I find out they've changed my selection without warning and charged me in US dollars (I'm in Canada).

I find this to be deceitful, and a general pain in the $#*!. They have a great selection and great prices, but are just not worth the hassle.

Delivery options said free delivery above $51 to Singapore but had to pay $12. Chat officer promised to refund delivery charge if I provided order number but chat box closed. Customer services refused to honour this refund without screenshot of chat even though it clearly states so in the delivery info. Misrepresentation.