Look Fantastic

O NOT WASTE YOUR TIME AND MONEY! THEY HAVE THE WORST CUSTOMER SERVICE EVER!

I've had 2 horrible experiences with them. Firstly, I was sent expired products and it took them 3 months to give me a refund and wanted me to cover the cost of sending the expired products back to them.

Secondly, I ordered products on the 23rd of October, i received an email saying it would be delivered between 28th October and 1st November. As at the 11th of November, the tracking link was showing "in transit to destination country". It had been showing "in transit to destination country" for 2 weeks. I asked for a refund and they're refusing to give me a refund. Initially, i was asked if I wanted a replacement or refund, when I asked for a refund, they refused. They're saying I have to wait 30 days and if I don't receive my order by then, they would investigate. I have had to go through my bank to dispute the payment to get my money back. I tried to log into my account to response to their message and my account has been deactivated. The worst experience I've ever had with a company in my entire life.

I clearly forgot how bad my first experience was, that's why I went a second time. NEVER AGAIN.

I have used Lookfantastic for a while now as they offer some of the best prices, delivery is good etc and have always been happy to continue using them. However in November I ordered some face cream as a present for someone. When the order turned up it was a mascara. I contacted customer services straight away and said that I wanted a refund and to re-order the product that I wanted. There was absolutely no aplology, just a scripted email about how I would have to post the product back and then I would get my refund. By the way be very careful if this happens to you, they have lots of rules about sending stuff back and if you don't meet the criteria they can refuse to give you a refund. So I did everything they asked and sent it back. The face cream I wanted had gone out of stock, so I had missed out on that as a present and was not happy, again not one single apology that this had happened because of their mistake!
After a couple of weeks of not hearing anything I emailed them and kept getting the same message that they had not received my parcel, I was the one that was doing all the chasing. On 15th December I finally got an email saying that the parcel had arrived in the warehouse and I would get a refund in 3-5 working days. It took a month of me chasing them to get my refund and each time someone different would give me a different answer, it has not arrived yet (sent proof) it is still processing etc. By this time I was livid and yet again no apology, in fact they couldn't have cared less. In the end I went through my bank and filled out a form to show all my proof and that I had not yet had a refund. Surprise, surprise I got a refund a few days after filling out this form (over a month after they received the item back) I have learnt my lesson, cheap prices don't mean everything and until something goes wrong you don't know what a company is really like. I will never use them again and they have lost a very loyal customer. I will be paying more from now on for my products, but it's worth it to go to a company that actually cares about their customers. This is probably the most disgusting service I have had in a very long time.

While being in USA I was looking for specific products and found it at LookFantastic. I placed an order on Aug 4 with delivery scheduled for Aug 8. My departure from USA was on Aug 10, it was sort of perfect so I went ahead and ordered it.
Then a $#*! show started. Within 24h I received 3 emails from FedEx with different tracking numbers. That seemed odd but I decided that it doesn't really matter if it comes in one parcel or three.
On August 7th I receive email from LookFantastic "We are sorry that the following products have not yet been sent for your order" with all ordered items below. As soon as I received it I immediately went online and cancelled the order as it was obvious that I won't get it before my departure.
On August 10 (when I was already out of USA) I received another email "We are contacting you today to apologize for the delay in despatching your order. Over the last few days we have completed essential warehouse system upgrades so that we can dispatch orders more efficiently. During the upgrade process, we have incurred some unforeseen delays in dispatching your order on this occasion. Our warehouse teams are working around the clock to resume service as usual and we expect your order to be on its way very soon". I went online again and cancelled that order for the second time.
On August 14 I decided to double-check that the order is cancelled and went online again only to see that it's still not cancelled. So I canceled it for the THIRD time!
And funny enough 3hours later I received notification that the order has been shipped. Why has it been shipped?!
I got in touch with customer service only to hear that I'll see no refund as the products have been sent (who cares that I asked three times to cancel the order and not send it? Who cares that I'll never receive that order as I am across the ocean now?)
LookFantastic customer service is a joke!
LookFantastic breaks delivery agreements!
LookFantastic website and personal account don't seem to function as they are supposed to!
LookFantastic warehouse is a mess!
LookFantastic doesn't take responsibility for its own mistakes and business flaws

I've been a LookFantastic customer for years and had different cases. But what I can say for sure is that their customer service is getting worse over time! It's now absolutely unacceptable!
I placed my 134 GBP order (!) late in May and it has been dispatched June 1st. In 20 days, when I didn't get my parcel, I contacted Customer Service asking for a bar code which is a must for any international delivery and has nothing to delivery option local tracking code. I had to ask on this several times and this request has been ignored again and again by every new support person taking my requests. Finally, they asked me to submit a Disclaimer Form to *******@lookfantastic.com, which I did, asking in the message to replace the order to a different address, as the last one was not valid anymore. That new different address has been also listed in my account as "favorite". Later that day I received an Order Dispatched message, and - surprise! - the replacement has been sent to the old address.
I contacted customer support and care@ immediately, pointing their attention to the mistake and again asking for a bar code to be able to somehow track the parcel or claim it on my postal, since I have no chance to know, when it's delivered or probably lost. Holy cow, I had to write this request at least 10 times, no kidding! NOBODY on LF side even tried to read the thread and continued answering meaningless crap on this.

Now it's the most interesting part! Finally, I've got the attention of their Customer Relations Executive. She told me that they are unable to take liability for any lost orders, as they have despatched my order to the address provided on my account! When I disagreed, saying that I clearly stated on the address where to send the replacement and also they had to confirm the address with me, if taking one from my account where I have several addresses, the answer turned to be even more ridiculous:

"I can confirm that your original order was despatched to the address you provided. After further investigation you confirmed the address was incorrect after the replacement was sent."

Am I blind or something?! I can see exactly what address I have provided in my email to care@, why BS me? Why of a sudden it's my mistake?

I'm so pissed. It was indeed my last order on LF.
People, when you give them 5 stars for a product you like, remember, that the one you're to send your thanks is manufacturer. As an online store, LF is seriously bad. That's sad, because I loved them and remember the times, when everything was nice and seamless.

I ordered some Aesop items for my daughters birthday on the 2nd Dec. I was due to meet them on the 14th so felt it was plenty of time. Unbeknown to me, the items were actually coming from the US, not the UK. I kept getting emails to say my order would be delayed so I responded saying that if they weren't going to be here by the 13th then I would need to cancel. The next thing I know they send an email (on the 8th December) saying they had already been dispatched. I said to them that if they weren't here by the 13th I would need to return them as would need to source something else for the gift. They assured me that the item should be here on time. It wasn't and still isn't! I have contacted them a number of times, they take 24 hours each time to respond, then ignore what you asked with some rubbish standard line. I have told them I need to send them back but they insist that they are "unwanted" items and so the postage would be at my expense, given this is the US, it wont be cheap. Despite still not having them a full two weeks after ordering them, they still insist they will not pay the return postage. They initially said allow 2 to 3 days for arrival, then said 7 days, then told me the expectation is 30 days! Their customer service is absolutely awful, a different rep answers each time, ignoring what you said, and I now give up. If you are a UK purchaser, be very wary of dealing with this company. I ordered the items directly from Aesop in the end and guess what, they arrived the very next day! Very, very poor service and utterly useless customer service; they clearly DO NOT CARE ABOUT THEIR CUSTOMERS!

My girlfriend and I bought their advent calendars and its been almost 2 months and we never got it. NEVER GOING TO BUY FROM THEIR TRASH COMPANY AGAIN

Didn't get benefits. Query closed 10 days laterr at 433am
No Promised email response in 48-72h
AVOID