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Look Fantastic has a rating of 1.1 stars from 639 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Look Fantastic most frequently mention customer service, next day, and credit card problems. Look Fantastic ranks 1207th among Skin Care sites.
This company does not typically respond to reviews
I've ordered off these guys a few times now, all the way from New Zealand and I only have good things to say. Yes it does take a while to get here (3 weeks or so) but it's so worth it when everything is so much cheaper than what you buy in stores. They've always sent me my free gift and accepted my discount coupons. 2 Other girls at work got me onto this website and they've never had any problems with them either. So many products to choose from!
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
Ordered an expensive perfume (100€) for my mom as a gift for her birthday. Ordered it on the 2nd of January, "shipped" the next day and due to arrive between the 7th-12th. Every time i checked the tracking link THEY gave me it said no reference of your parcel. Emailed them on 3 different occasions about this, I even gave them time to just ship it then and there but was told every time that my package had DEFINITELY been shipped and they couldn't deal with my complaint until the 24th when it had been 21 days since it had been "shipped." On the 24th I was given a digital form to fill out with the option of completing it electronically or printing it out. This sheet was to inform the police and delivery service of my missing parcel. Sent it back filled out digitally and was then told they couldn't accept it because my signature had to be handwritten. Emailed them back saying That they had just told me I could do it electronically and magically I was given a refund after that. My package had never been shipped. They did not apologise or offer to send my parcel out again. They waited 21 days to deal with me just to refund me knowing it hadn't been shipped the whole time. 24th of January and no birthday present for my mom who's birthday was on the 9th. A joke. Had a friend who told me they had the exact same problem and that they just got a refund because their product was now out of stock after "definitely" being shipped. Worst company ever do not order from them.
This company is so difficult to communicate with. You leave a message and they don't respond. And to cancel a product you ve purchased is hell.
Don't order anything from this seller! It's a awful experience! I made a order on 24th of November, with delivery by 28th of November, I didn't receive my order by 30th of November, I wrote them that I want to make a return, and I want a refund from them. Today is 18th of January, and by now I didn't get my money, they told me that they will refund me my money when the items I ordered will be back at their warehouse, and they tell me that the items are not back by now! JUST DON'T ORDER ANYTHING FROM THIS SELLER! Also I read a lot of reviews from other customers, and a lot of customer had the same problem, or the items are not original, or the items aren't delivered! Don't repeat my mistake!
Never sends order delets your account after ordering has another scam website HQHAIR.com be careful don't order.
Sent items to wrong address, offered no help to get them back, would not buy from again. They even delivered them late to the wrong address.
Their website is no longer accessible. My order is not sent to me and my money is deducted from my account
Fast shipping and great customer service!
I have been ordering from this site for years now, highly recommended!
Do not use, ordered an item and the order was cancelled after a week due to 'wrong pricing.
Very upsetting
Not sure why there are so many bad reviews on here but I've been shopping with them for years and never had a problem.
Order was never delivered. No replacement or refund. Terrible customer service. Do not buy anything from this website.
Damaged items received, terrible customer service! Several emails later, refunded £4! Absolute joke!
The absolute worse service ever.
Placed order 22 nov. Paid. No response to my request for delivery.
I feel this is a scam site!
I live in the US, where customer service is not great, but way better than in the UK - and I know what I am talking about, as I lived in the UK for 25 years.
This company have the worst attitude and the most uncaring, nasty customer care 'specialists' / 'managers'.
After ordering my product from their website almost a month ago - which btw, stated that orders usually ship within 24 hours, I had to call them up 10 days ago to find out where my order had got to.
I did not receive one email of explanation from the company, but I was told that the product was in stock and that they were expediting the shipping.
Today, almost two weeks later, after not hearing a word from these people, I had to once again call them to enquire about my order.
I got the same BS excuse as before... technical glitch in the system, it was being expedited etc... do these people really think that we're complete idiots? Not once did the customer 'care' specialist nor her so-called manager Sarah, hint at an apology! These people don't give a toss about their clients or their jobs. They are so badly trained and they should NEVER EVER deal with customers directly. This person was dismissive and downright infuriating. There was no one above her who I could speak to and in the end, I asked for a full refund. Really... is this how people in Britain do business? I'm surprised that anyone ever stays in business with attitudes like that. These people aren't qualified to do anything, other than be polite and accommodating to customers, yet they have an air of snootiness about them, they are sullen and rude. I will never again order from them and if just one customer is put off using this site by my review, I would have done my civic duty! Get your act together LookFantastic, train these officious vipers to treat customers with the respect that they deserve, because right now, you're a total disaster!
I recently ordered an expensive
Strivectin Tightening Face and Neck cream Paid £41.5 from Lookfantastic online shop for my birthday, which I had a strong reaction to this cream. Only after used 3 days, my face and neck were red, itching, and burning, especially on my forehead and nose had small water spots! I stopped using it and contacted the Lookfantastic team, providing with the photos of my face reaction and all relevant information about this cream.
After a week, I got an email saying not action Lookfantastic team can be taken, except an apology! I am so shocked and disappointed with the way how Lookfantastic treat their customers!
It should be legally able to return/refund in 14 days! I don't feel this is a safe online shop, as customers interests are not being looked after. Lookfantatic DONT CARE THEIR CUSTOMER'S SAFETY!
You would be the next one ending up buying an expensive cream from Lookfantastic but getting an apology with an email, when having reactions!
DONT GO FOR Lookfantastic online shop if you don't want to be treated like me! Don't recommend Lookfantastic online shop, as they are NOT HONESTLY FANTASTI! If there is the choice to rate '0' I will definitely give Lookfantastic online shop a '0'!
DONT BUY FROM LOOK FANTASTIC
1. They send you order which was canceled online,
2. It takes them 2 weeks to do this
3. When you contact LF for the return, they dont tell what you need to do...
4. they delay issuing the Authorisation Number
5. Than they issue you wrong RA number for the Royal mail label
6. When you eventually return parcel back to LF they claim some items are missing, which is not true
7. When you start proofing the item are not missing your end as the post office receipt indicated the correct weight - (2 kg od salt)
I EXCHANGED 21 EMAILS WITH LOOKFANTASTIC IN ORDER TO RETURN WRONG ITEMS (7.7KG)
From the beginning, I have been given partial information, which makes me think that LF deliberately postpones every single step so the return is not possible. When the return is finally made LF informs me that there is 40 days policy. The return process is timely and frustrating.
DONT BUY anything from LookFantastic! Pay a little bit more and have a pleasant experience!
And you guys from Lookfantastic customer service; please do not bother commenting my review... I will not be reading it as I am busy posting the reviews to other review sites and social media; as well as writing to Ombudsmen! Cheers
I MADE AN ORDER, THE KERASTASE SERIES. MADE IT END OF APRIL, CAME IN 10 DAYS! I GOT WONDERFUL PRESENTS ALSO. I LIVE IN GREECE!
A VERY POSITIVE EXPERIENCE!
WILL ORDER AGAIN! AND AGAIN! AND AGAIN!
Buyer beaware of them, their customer service is the worst and a return might become your worst nightmare. Since May 30,2020 I m trying to get back my money, for a returned item. Three times I had a back and forth communication with them proving that they got the item back, as each time I had identical conversation, them stating They didnt received it me sending the confirmations. Each conversation would end up with them accepting that the item is in their warehouse and they will get back to me shortly. Finally on 30 of July an employee apologized for the mistake and promised to refund me within 3-6 days, On July 8 I contacted the company again as I havent recieved the money back, and an agent just told me that they havent receieved the item! And they are waiting for it. I had the feeling of dejavu of this conversation. They are beyond the point to be considered as a reputable store to trust, as I never got my money back and having the same conversation over and over. THEY JUST DONT WANT TO REFUND. And it seems they do not communicate between their departments, as even where to return the item was another nightmare.
Shipping sucks! Emailed 2x but no response from the customer service. Been waiting for ages! Wake up!
It took them 9 days to tell me they did not posses the item I had purchased as a present for my mothers birthday. Thanks u d*cks!
Terreble customer service almost 2 months wait before i cancelled, No updates, nothing, they remove bad reviews from their page
Tip for consumers:
Dont buy
Products used:
Nothing, cancelled order
Can't get my refund for a month now
I have paced and payed my order in November. One part of the order was cancelled by lookfantastic later due to supply shortage. They have promised to refund in 3-5 days, but I am waiting and asking for my money for about a month now. They now say that it was supposed to be a payment on despatch and I apparently am not getting my money back. So the conversation goes as follows: I say please refund what I have paid for sth that you have cancelled; they say it is payment on despatch, so you are not getting any. I feel not heard, not respected and have just unfortunately lost my temper and resolved to swearing in the chat (apologies). I would still like to receive a refund though.
This is the answer i keep on receiving
Unfortunately it appears that the order was cancelled due to the item being out of stock. Therefore as the order was never dispatched and so as suggested in our previous message no payment will have been taken as payment is received upon dispatch.
I HAVE PAID AND THE ORDER WAS CANCELLED THREE WEEKS AFTER MY PAYMENT WAS PLACED. I HAVE PROVIDED THE SCREENSHOTS FROM MY BANK TRANSACTION AND SCREENSHOTS FROM LF CONFIRMING RECEIVED PAYMENT.
I was so excited about this website, the discounts are amazing!
My issue with LookFantastic goes beyond the fact that my order is yet to arrive (3 months later) it is actually that their process of finding my order or getting a refund placed more responsibility with me than with them.
Firstly you may only communicate with them through their website message system. So after back and forth messages confirming address etc I must fill in a form and upload it to their website. At the time of writing this their upload did not work on my work or personal computers so that took even longer... The form asks you for the date your order was shipped in addition to other things that they could/should have looked into from their end. At this point I was annoyed with the process but understanding that it was procedure... it was only today when I looked at the message asking to submit another form because I didn't list the entire contents of my $300 dollar order for them. Instead I wrote the order number and "the entire order."
How ridiculous. The order was shipped all together. I haven't received the order. I made the order through your website. Obviously all of the order is still MIA. Seriously what do you think happened? Mid flight to Australia a bottle of shampoo jumped out of the box and made its way to me while the rest of the box is lost in transit?! I think it is customer service 101 that you shouldn't bother a customer who has already wasted enough time on your time consuming process! Now I have to start the process over... what a joke. I think ill go back to Bath and Unwind... more expensive but very reliable.
EXTREMELY UNETHICAL AND UNPROFESSIONAL!
I Live in Dubai and ordered a product from LookFantastic and asked them to deliver to my Hotel. They said I should receive it in a week. I kept waiting for a month, then once I followed up, they informed me that they do not guarantee the delivery to a Hotel since anyone can take the product therefore I will not get it. Complete non-sense! So I asked her a multiple of questions which I never had answers to of course since they are so professional.
If you do not guarantee the delivery to a Hotel, why didn't you ask me to change the address before? Shouldn't the delivery guy call me before to make sure I'm at the Hotel? I assume you asked for my mobile number for a reason no? In case he went to the Hotel and I wasn't there, shouldn't he give it to the reception? I've been in the Hotel for 5 months now and the staff knows me so they would have informed me in case they received anything. Could you please inform me to whom did your delivery guy give the product to? When and at what time did the guy make the delivery?
A list of logical unanswered questions where the support always had the same answer: We do not guarantee Hotel deliveries! The product cost me AED80 (~$20) so it's not a big amount. But it's not about the price, it's about the waste of time, the poor and ridiculous support they have and the way they deliver the products! Wouldn't recommend it at all...
1) Look Fantastic contacted me that none of my credit cards on file were working, and for me to enter a new card.( I only did this because I am stuck in a 1 year contract with their Beauty Box sub program) I did this 3 times per their requests, got a email back saying it still didn't work! This went on all of November. I finally sent them a email saying cancel my subscription! I had stop trusting them on the handling of my credit cards. No response to that, but just got a email that my Nov sub. Box was just shipped ( on 11/22, will arrive 12/7!... using one of the credit cards on file! A month late! Wee! I don't even want it... but can't cancel!
2) After 2 boxes into my year sub, I saw on Beauty Blogs that yearly LF subbers were paying only $14.50/box, I was being charged $16.50/box...$24.00 more a year for the same products! After emailing them, their response was the 11.25 GBP is the exchange for $16.50. That THEY were correct! Well it's not, it is $14.02. But they continue to charge me $16.50/mo for the Nov. Box. Even after my many emails wanting to cancel or to be charged correctly, I get a canned email back saying I am stuck with them for 1 year! No if, ands or but's. Which brings me to 3...
3) The 6 mo subcription is $16.00/mo. I am on my 7th box paying $16.50/mo. I have sent them an email saying I have more than fulfilled any commitment to them, since I am paying over $16.00/mo, I should be a 6 mo. Subscriber. This sub stops NOW! Because of their CC mistreatment, and over paying monthly, I am done... I have tried to cancel this monthly and they refuse, they don't even work with you! Very dishonest company.
I subscribe to other beauty boxes, have never had this happen with any of them.
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