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

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

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.

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.

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.

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.

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.

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.

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.

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.

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!