Look Fantastic

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.

Although the website has good skincare products, l've ordered from there and I live in Canada. I even ordered from the Canadian look fantastic website and they charged me customs. I was furious about this because I paid shipping for the item already. My items also came opened (the boxes were not sealed), and the boxes were damaged. Imagine if I had bought this as a gift for someone... furthermore, they have horrible customer service, very selfish people they are very strict and try their best not to accommodate customers. The customer service is through a text message and sometimes you have to wait hours just to get a representative online.

I ordered GHD straighteners as mine had broken and I needed them next delivery. It took several days for the straighteners to come so I had to buy some from a store rather than online.

Firstly, I cancelled the order but suddenly they sent it after a couple of days of no updates.

I didn't even open the box and returned it straight away. I received an email from Look Fantastic saying the item was received by them and that my refund would follow. This was 4 weeks ago and despite multiple attempts to resolve this, I still do not have my money back.

The customer service team have claimed that they haven't received the item despite me providing tracking evidence. Each person I speak to gives me a different excuse.

The exact same thing has happened to my mother when she returned a faulty hair curler.

Do not use this company, the customer service is absolutely appalling and they clearly have no system in place for returns.

This is daylight robbery.

Absolutely noone will help me despite multiple attempts.

My next steps will be to explain my situation on social media and to trading standards

Certainly! Here's the translation:

Terrible Service

I purchased a perfume from this shop, but it turned out to be not the one my wife wanted. After arranging a return, I received an email saying they couldn't accept it because the packaging was damaged. I did everything correctly on my end and sent the product in its original condition. It might have been damaged during shipping, but that's not my fault. The wasted money and appalling customer service were very upsetting. I doubt this is even legal. I do not recommend dealing with this company.

Horrible delivery and shipping process. It is a hassle and a pain. Made me regret ever ordering from them. And what is worse, no one to talk to. Automated emails is all there is.

This is the second time over a couple of years that the return process goes wrong.

I took time out of my day to go to the post office to post the return, as per Look Fantastic's request, using the return address and PO box number provided by Look Fantastic, and 6 weeks later, I am contacted by a third party courier who tells me that the return has bounced back / hasn't been collected by Look Fantastic, and that I need to go collect it.

At this point, I had taken time out of my day to go to the post office, paid for the return, AND provided proof of postage to Look Fantastic, and when I contact them to tell them what has happened, their reply is "Go pick up the item from the third party courier and post it to us again or we won't be processing your refund".

The third party courier is located in the opposite end of town - a 30 minute drive in each direction.

I had this same experience a couple of years back and it's repeating itself.

Consider me a customer lost. HORRIBLE and utterly unprofessional service. You should NOT be servicing the UAE market if you do not have the capabilities to do so.

I haven't had the worse customer service ever in my life. Made an order in March, which has never been delivered, then after looong conversations they sent me replacement which also never arrived and now they dont refund me. I would never recommend this company.

My very first and certainly last business with Lookfantastic. They shipped goods from UK but didn't let me know that. As far as I'm concerned, I made my payment and it's a fairly large order (more's the pity) and the app says explicitly that orders above 200 have free delivery. At the point of delivery, I'm told that there are extra delivery charges. It's not a problem paying delivery, but I don't appreciate it being just dropped on my head. When I brought it up with them, they were absolutely useless. And zero business sense as well. They could've atleast offered an item or a % off from the next purchase or something to show they're trying to make up for their mistake, because they're the party that goofed up! Instead they brought up things they've hidden in fine print. If things go to litigation, sure go and comb the fine print. What is your point in bringing up fine print with a customer who has paid upfront for goods yet not received! If it involves shipping from outside the country and additional charges then the customer has to be informed at the point of purchase and not at the doorstep.

I don't recommend these guys at all. Absolutely stupid.

This company really just gives online buying a bad name. Their customer service is the worst I've ever had to encounter. They tell you the same story over and over again without actually listening to your concerns. Their products are fake. Stay away from this company at all cause we must stop this company.

Consistently late delivery (or no delivery at all). The customer service team are unhelpful and rude. Waste of time trying to order anything from them, they're too unreliable. Save your money and avoid some stress.

I made a purchase on May 4 and the wrong address was self corrected. Reached out to look fantastic straight away and on live chat (no phone number listed) I asked them to correct the postcode and they said they couldn't do it because it's already been 15 minutes since I ordered. It took 20 mins just to get a hold of someone. So my parcel went to an unknown address apparently. They wouldn't cancel or edit address. What company ships something in 15 minutes?
Total scam. Avoid at all cost

I make several orders with Look Fantatsic every month. I should be one of their most valued customers. I have instead had my account closed down by the Investigations Team for the volume of purchases I make
I queried one item in the 5 years I have been a customer as it was a fake product they had supplied me with.
CS team and online chat is beyond useles and according to them they do not have a head office that I can contact about my concern nor am I able to escalate their decision as this has been done and account has been deactivated.

Order *******
This company is a disgrace, item bought in Dec 23, as Christmas present to partner.
Item worked 4/5 times, then completely shut down, no power etc.
Have been in contact with Look Fantastic since, complaints ignored, call backs ignored, only contact is through site and takes days for replies.
Also every time you email, new agent, not one has taken control or ownership even after replies on trust pilot promising such.
Picture proof below shows the different conversations but each holds multiple messages back and forth
So demanded even after multiple options of proof they wanted item back to offer refund, sort of understood.
Sent back item in post as requested, confirmation received to their hub on 11-03-24 and since then they have seemed to have lost the parcel or as they said "difficulty finding it" and refuse to process my deserved refund of over €255!
I'm disgusted of this company honestly, work in the customer service industry and I'm honestly ashamed to have even considered them, constantly been ignored, delayed and now left with no refund, item or resolution!

I want to ask if there are any folks who had successfully return their products and got refunded? I want to return them becoz I received a sus email claiming to be DHL soon after the product. The strange email ended with domain rakletmail.com. Despite my prompt and repeated attempts to cancel this order the parcel still got delivered to my door three days later. Now I have the choice of returning them but I would have to spend extra money and efforts in exchange for a refund promise that might not happen.

I bought two bottles of Perricone MD from Look Fantastic and they are definitely not the same as the one that I already had. I am familiar with this product so I know the smell and the texture isn't right. Maybe it's been in storage too long or maybe it fake. I won't be buy from here again.

I have to admit that I'm drawn to their site because I want to save money. It turns out to be a mistake as the products I received are fake. The olaplex serum oil I just got comparing to the current one I got from hair salon is different. Remember to do your research and always buy from official site or authorized reseller.

A courier collected my parcel well over 2 months ago that "never arrived" at their depo. I reported it and they tell me it's still in transit. Refuse to give me my money back, and every enquiry I raise is immediately "completed" to complete tickets as soon as possible. Entire thing is a scam and I'm going to my bank now.

I placed an order for three items, I had a reaction to one item and that was refunded. The other two items I returned and only one was refunded. I have been going around in circles, being told they would do an investigation on the 26th January, no update a week later. I chased this and was going around in circles with customer service clearly not reading my emails, I have sent the receipt about 4 times, along with being told they will do an investigation 3 times.

Now nearly three weeks later, going around in circles with the same poor replies. Asked to speak to a manager and got a useless manager saying oh I can see you are talking to customer services, I will close this chat. The whole point is they are of no use. They are embarrassing.

This is a joke, I want a refund and I want to take this further now. I will never order from them again.

Super horrible customer service. My order is marked as delivered, without being delivered. The customer service asked me to fill a form and submit it. 5 days passed and I asked them what's the status, and now they tell me that the form was not accepted.The customer service agent keeps asking me the same questions over and over and are not refunding the money for the non-delivery of items. THIS NEEDS TO STOP NOW!

I ordered an item 8 days ago, this item was intended for a Christmas present, the item still hasn't been dispatched. This company took my money even though the item clearly isn't in stock, their 'customer care' are unable to give me a date for when they will have the item back in stock. Useless.

Update - I have now been given a "expected" dispatch date of 15/1/24, well over a month after I ordered the product!

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!

It's true that they can split your order into different parcels (which can be dispatched and delivered on different days), which is not very convenient.
However, I got everything I ordered, it was okay, not broken or anything. If you would like to get tracked delivery, you need to spend more money (or pay for the tracked delivery).
This website is nothing special really, but at least there can be good discounts from time to time.

I have ordered with LF a few times and twice I have had orders with missing items and to be fair I did get these eventually but their customer service is the worst Iv ever seen. Don't expect for anything to resolved within a week as it takes that long for a response. There are lots of people having problems. There are a lucky few who never have issues but not worth taking the chance.