Look Fantastic

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.

Terreble customer service almost 2 months wait before i cancelled, No updates, nothing, they remove bad reviews from their page

Shipping sucks! Emailed 2x but no response from the customer service. Been waiting for ages! Wake up!

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.

I bought a dryer, and I tried to cancel within 3 days, because the it was STILL NOT SHIPPED! The moment I requested to cancel, they shipped it. I told them I don't want it anymore as it arrived after 8days!
Either way, I received the dryer in Asia, it was 220volt and UK power plug, which was not in the specs. I questioned them and they said I should check if it's bi-volt and it's obviously will be a UK power plug as it's an UK company... why do you sell Asia then, if you think it's ok, be SPECIFIC!
Anyway, even I think it was the store error, I still paid a big shipping cost and sent back for a refund; yesterday I received a notice that they received the product, and today they sent a SHIPPING NOTICE that it was already shipped BACK?
I questioned them again, and they said it's already shipped back and I can ask for a refund again by shipping it back AGAIN!? And the worst thing is, the tracking information is still the old information, so they actually have no proof that this is really shipped, or it's just a SCAM to not refund the money?

Anyway, be aware, be away, be careful, DONT BUY! This is not a responsible company.

Been waiting since early December for delivery wish I'd read the reviews first as I wouldn't of bothered ordering