Look Fantastic

I am extremely disappointed with the customer service I received. I faced significant difficulty with the return process, and the company has breached the Consumer Rights Act by returning the same faulty product instead of providing a new replacement. They have ignored reasonable consumer requests to escalate the issue to a manager. Additionally, I had to pay for the return myself, which has not been reimbursed. Now, I have to return the original faulty item a second time because they sent it back to me as a supposed new replacement. This experience has left me frustrated and out of pocket. This issue has been going on since 27.12.2024. I expected better from Lookfantastic and do not plan on using their services again. Trading Standards will be informed of this issue.

Dreadful customer service! I took out a new subscription to the Look Fantastic beauty box in January 2025, expecting also to receive the free Welcome box as advertised on their website. No sign of it. When I queried this with CS, they said I could not have it as I had not added it to the basket at checkout. When I explained I had neither seen a button to add it nor instructions to do so, I was basically told "Tough!" and offered a measly £5 store credit. So short-sighted of LF. There are so many other beauty box subscriptions out there (Glossybox, Cohortd, OK! Beauty, etc.) and so many other places to spend money on beauty products. I will never be spending any more money with LF - and I will advise my friends and family and all my followers on my Socials who are thinking of subscribing to the LF beauty box not to do so - go with Glossybox etc. instead.

On 1st December I purchased some make up that was apparently dispateched on 6th Dec 2024. My order number is *******. The parcel has now gone lost (as visible from the tracking number on Evri webite). I therefore asked for a refund and instead, WITHOUT asking me anything, the customer service has told me they have sent a replacement and they cannot give me a refund. They never asked me whether I wanted a replacement, and not even if I wanted to use the same address. I will not be home to receive the parcel for the next month; Evri leaves all parcels unattended in the building hall, so the parcel is as good as lost again (someone will lift it and take it seeing there for a month!). The make up was a gift, so at this point I don't even have use for it. I want my money back! It is my right. I explained everything to the customer service but they refused to refund me. This is dishonest and illegal. I have the right to be refunded if the parcel is lost; I never asked for a replacement in the first place. Everything is documented in the messages I sent to Lookfantastic via their help centre. I hope writing here will help solving the problem. If not, I am ready to report them to Paypal and ultimately take legal action via the bank if needed. This is really unacceptable.

Brought item as part of a deal it contained ingredient not listed on ingredient list so I asked if I could return and change for same brand but one without that ingredient in. They said as I opened other part of deal I couldn't I explained the one with the ingredient in was sealed and I wouldn't have brought if it was stated they solely refused they are a really bad company

Really terrible service.
They advertise discount codes by email. Then when you apply them the site says it will apply the discount at checkout and doesn't do it.
This is a scam.

Never buy from this company! Don't waste your time or money on Look Fantastic! Stick to Sephora! Their customer service quality is disgusting. They have no considerations for customers only money! I accidentally bought 2 of a product so I returned one of the products however instead of getting a refund the product I returned was sent back to me with the packaging undone and dents in the box and it had clearly been tampered with at their depot. I told them and sent them photos of how I sent it back in a perfect condition as they asked me to do yet they still denied me a refund and instead closed my account! Completely unhelpful and a waste of time! Their products are overpriced anyway and they are clearly money hungry as it was obvious that the product I returned had been tampered with at the other end so that they could deny me a refund! Personally, I would recommend Sephora they are a much better company with better products, prices, freebies and much friendlier and helpful customer service!

Only one of 4 items ordered arrived to me in Ireland. The cheapest item also. I took pictures. I filled in their written form and scanned it back. I spent 70 minutes minutes on hold for their customer service line and they hung up on me. They eventually offered me a partial refund and I refused. They couldnt care less and I just left it as I was so disgusted with them.

Customer service is a nightmare to deal with. Hope that if you purchase from them you have no issues. They have no number or in person locations. The online enquiry system results in different agents responding each time and not taking the time to review even the last message. After 7 weeks my product issue still hasn't been resolved

Sent me broken spray, spoiled my New Year. $#*!ty company with $#*!ty business, AVOID THIS COMPANY! Low quality goods, not usable at all