Look Fantastic

So I live in Hong Kong, where dead sea bath salts and various cosmetic products are ultra-expensive x3 UK prices. I ordered 3 x 5kg bags of dead sea salt and various other items to be delivered to Hongkers all worth a total of just over 100 pounds and 18kg in weight. It was only until I ordered that I took a look at independent reviews like these. All were very negative, some claiming that this site was a scam, delivery took months etc... So I had resigned to the idea I have probably lost 100 sterling or would be waiting for a couple of months for an incomplete order.

To my surprise. I ordered 3-March, delivery came 12-March. All there. A couple of minor issues, but all due to logistics and some small faults of my own when ordering (thought that there were 2 bottles of cream because the picture featured 2 bottles... but in fact only one... a bit misleading... but my fault really). Had to come and write this because I was actually quite peeved with myself for not looking at independent reviews first before buying... then thinking it was prolly too good to be true because shipping alone costs an arm and a leg. I sent some stuff to the UK by air a few weeks back, 20Kg and it cost the equivalent of 50 sterling. This 18Kg package was sent by air... the in the opposite direction! So well chuffed at receiving it. Very good! Excellent! Can't fault them. Had a live chat with customer service about shipping charges making sure it was as advertised, "Free"... it was prompt and polite... "What charges?" Excellent... well chuffed!

Honestly, as someone who runs customer service operations and who has placed thousands of online orders from retailers around the globe - this has been the worst customer service experience I've ever had.

From start to finish, the process was exhausting, inefficient and a massive disappointment. I placed an order on June 16th and the tracking info never updated. Each customer service representative failed to respond to direct questions with timelines. Rather they responded with meaningless apologies and that they were "looking into it".

Response time was very slow and overall it took more than 9 messages and 2 months for a refund to be issued and ONLY AFTER I began the chargeback process with my bank. You carry many brands I love to purchase from. It's a shame that I will never order from LookFantastic or any of The Hut Ldt sites. Due to your false shipping standards and lack of taking accountability for your mistakes. At the end of the day, as the customer, I paid the price with my time having to argue to have my money returned when the product wasn't shipped.

If it was possible to give a minus star I would because I think rating it 1 is too generous, scam and haven't received my refund till date

If I have to describe this company in two words the correct will be PROFESSIONAL DISLOYAL. I bought a black mask (24£), on lookfantastic web page you can find the table with the delivery cost, and for my country it could be 3.95 and it could be free for speding more than 20 EUROS, as I paid 24 POUND that it's much more than 20 the delivery cost MUST BE FREE but I paid 4.99 POUND instead of 0 EUROS.
The only professionalism that I could found is the ability to lie and talk about nothing.
When I sent an email to the costumer service I could prove that and moreover they are totally unable to do their job, and TOTALLY OUTLAW!

I had placed orders worth a combine total of $70 for all products ordered. When I never received my order nearly 2 weeks later, I called customer service who stated she'd contact them and the next day or day after by the most, I'd get my refund! Here it's 3 weeks later and not only have I NEVER received my money now the agent who guaranteed my refund is dodging my phone calls! PLEASE SAVE YOUR MONEY AND YOUR TIME! Oh also this past weekend I checked my bank statement and saw I had $12.95 taken out of my account for something called freeshipping.com website. I called the number associated with this website and found out that look fantastic charges that fee for shipping when they state it's free shipping over a certain amount! I immediately canceled that order but this place is horrible and WILL more than not rip you off! I swore I'd write a review immediately to save any other hard working person from being scammed! I also wish I had seen this website before I had ordered from this horrid place! I too would give 0 stars if I could!

They take your money, before the order is delivered.My order got lost. It difficult to get this fi xd

Absolute joke! I have ordered something at the beginning of February and still waiting for my order.
I have contacted customer service which was absolutely useless. I have asked them where was my order, but they weren't able to provide any information. I was just told someone will contact me. After 2 weeks I have contacted them again, spoke to Demi-Lee on a chat, she said same shamble that they don't know and someone will contact me. I have asked for my order to be cancelled as this wasn't acceptable and I want my money back. She was very difficult to talk to and I have asked her to send me an email confirming this was requested. She said it wasn't possible? Then finally she did! Miracle! After another 2 weeks I have contacted them again! No one knows anything. Now they are telling me they have requested, although it was requested 2 weeks back? This sounds to me like a fraud or they are struggling with money and not returning them back! I would NEVER EVRER recommend this company to anyone!

I seldom write reviews but I've had it with LF's customer service. I've been shopping on their site for more than 10 years now but never had to deal with their customer service until recently. Having read all the comments (mostly 1 star and that's because 0 stars was not an option) here and having received useless messages from Laura, Scarlett, Gayle, Emily et al, I knew my battle was lost. I'd have better chances of getting my money back by raising a dispute with the bank and/or filing a complaint with the Consumer Council.

I bought dental whitening strips in December 2020 but didn't receive them for months. I followed up in February 2021 and was told that the dental strips were out of stock, a refund would be issued to my credit card. So I thought - fine, I'll just buy something similar elsewhere, and I did. Little did I know, that was the beginning of my LF nightmare.

I got a notification from my bank on 15 March 2021, saying I had been charged ~£60 for the dental strips that were cancelled. I followed up with LF right away before items were dispatched, asking them to cancel it. But NO, NO CAN DO because it has been passed to their dispatch team. They forcibly dispatched the items that they singlehandedly cancelled and charged me for them without my permission. When I asked for a refund, they insisted that I would have to send the items which I did not ask for back - the postage of which I will have to bear myself, of course. I tried to explain the situation to them, but have only received either standard messages or responses from someone who has clearly not read the previous communications.

I just read the latest message from Gayle moments ago and have decided to stop wasting my time with these people. I filed a dispute with the bank yesterday and hope to get my money back somehow. I am now exploring my statutory rights. Good luck to everyone else fighting the LF fight!

The two items that l have received have issue.
1)Olaplex -without stating the expiry date.
2)Bioffect serum ( with expiry date 21 Sept) l have to finish up within 2months for $200 plus of item. They stated in their policy that we can return it within 14days. I paid under PayPal, but Look fantastic refused to respond when l raise a dispute there. I managed to get into the chat with this customer service, Ciaca on the 15/7/21, l was told to snap shot images of evidences relating my purchase, after she verified with me of my personal information relating to my purchase. She assured me that there will be someone responding to me in my email, once l submitted my evidences. But, it did not happen the way she had described to me. I went to the message again on the next day 16/7/21, and Jordan was in that chat line with me, he told me my home address did not match. He reminded me of the very first encounter with the previous customer service from Look Fantastic before Ciaca, it was on different day. Well, l finally realised that they were all liers. I will not waste my time interacting with them. They are there to cheat, this kind of Company cannot go far. This kind of Company can only cheat once. I should have come to this feedback page before placing my order. I doubt they will do a refund if l were to send back to the Company, why must l waste the shipping fees? They deserve zero star from me, but l am requested to rate it. They far from this Company, and don't let them scam u.

I have to admit my order arrived quickly and the products were excellent for a beauty box. I didn't think I would have any issues as I canceled the monthly subscription as soon as the box was desptached the next day by the 23rd of the month.

I received an email a week later saying my June box was on its way. I hadn't ordered it, nor did it show up on my account as an order. I contacted LF via all mediums and, yes 100+ people can't be wrong. No response for a day despite writing negative tweets, and FB messages. I then got a reply to say I had subscribed and I had to see out my term (a month which I had) clearly an incapable being who can't read, and unprofessional as it took so long to reply.

I can only deduce they have so many complaints they can't handle them. My situation is ongoing, but as a beauty blogger, they are going to get the worst review ever if they don't resolve this. I'll probably like the box, but it's the principle, that I didn't order it and followed their guidelines. Also the customer service girl should have known I was within my 14 day cooling off period, and by cancelling I was exercising my right to cancel. This was ignored or the girl didn't understand it.

Yes, these reviews are real. The customer service is bad, and is long winded. If they don't resolve things I will just keep writing bad reviews and post them on my site and social media.

Do NOT buy from LOOKFANTASTIC. Terrible customer service and when I received an empty box, trying a refund now is ridiculous. Delay tactics have been giving me the runaround. This company is a SCAM.