Justmylook

Avoid this Company, they haven't refunded me for products I haven't recieved since paying for them on Feb 10th.
On Trust pilot they are responding to me by saying they have refunded me but in an email reply they are saying because I didn't receive the goods as they had got my address wrong that I have to wait until Royal mail deliver the goods back to them before I receive a refund!
It's 5 weeks nearly now and they haven't responded to my emails since I stated I am going to trading standards

Terrible. Do not use. My package has gone missing and I am owed a refund or replacement,which they can claim from Royal Mail. They ignore my emails for days and then WHEN they choose to reply, all they say is 'we are unable to advise'.

There is a process that a business can use to claim their loss from Royal Mail, especially as it was tracked 24 hours but I am now out of pocket and without my products. I've never experienced such awful customer service. Save your money - the discounts are absolutely not worth it!

Bought some faulty clippers from them. Submitted a form for them to contact me, never got a response! Spoke to someone on the help chat which took HOURS and they didn't help me either, I now have to buy an additional part to make my clippers work properly. It would have been so easy to fix.

Awful customer service.
Refuse to give refund despite product being damaged on arrival.
They ignore emails and are a absolute nighmare to get hold of

Terrible customer service. I bought two products online from this store, and after 20 days I still did not receive them. I wrote to them and they said no. Slope that I had to wait and they took the money so I waited another 10 days and after that time only one of the ordered products arrived. So I wrote to customer service again - what the hell is going on, and they apologize and I will get a refund.😱Joke. I asked for a discount code as a gesture of good will after what has happened. They said it's not possible. Very bad customer service and I would not shop with them again after the service I received😡

I often buy Azzaro the most wanted as well as various other brands/releases and review perfume. This is the first time buying from Justmylook, Unfortunately it is not a good review. After receiving the perfume there was already a problem before even getting to review it. The bottle cover came off and was broken. Now I have several of these bottles from different retailers and it already didn't look right. I decided to review the perfume and it became evident that all aspects of the perfume is not genuine, not the bottle, nor the nozzle, cover and all. The perfume doesn't smell anything like the original. Now as I mentioned this is the first time reviewing this fragrance from Justmylook. I contacted customer service by email and gave them the benefit of the doubt to look into the matter and rectify the issue. Waited a week and followed up with an 2nd email, still had no response and therefore posting this honest review so that others are informed. I would be very wary of buying perfume on this website and would be happy to provide review photos of the fake Vs real. Utterly disappointing and what is even more terrible is the customer service.

Recieved kenzo flowers perfume as a present from my sister from this website. The box looks different to how it is advertised on the website and it does not smell like it normally does. They claim its real however won't accept an exchange or refund

Ordered a moisturiser for acne and they gave me a different brand entirely. There was no seal on the bottle which made me uncomfortable to even use it. And it came a good few days later than it said it would. Should have just went to my local site and paid a little more.

I bought some perfume using standard delivery. Arrived in 3 days from ordering. Will definitely use again

I've been ordering from this company for years and never had a problem.

I placed a order with a new credit card last week. 2 days later noticed another payment had gone onto my card. Checked my Justmylook account and another 2 orders had been placed. One had gone through but the other got declined by my credit card. I live in south wales which has always been my delivery address, but this had been changed to an address in Sheffield. Email and phone number had been changed. I also noticed they had saved my card details without my permission. Ive tried for 2 days to get to speak to someone. How can a company not accept calls!

Finally get a response from Cory today. They don't listen to what your telling them, told me to take it up with my bank. Clearly this is someone in their company doing this. Chargeback has been requested and a complaint to ICO as they have breached data protection laws.

Date of experience: 16 March 2024

I ordered expensive hair oil and they sent me a cheap horrible bath bomb instead. I've been trying to contact them but they don't reply

Purchased a shaver from this shop, when delivered after switching on was not happy with the item so informed just my look and returned it, they sent it back saying for health and safety reasons the power cord had been undone from the tie that holds it together so would not refund. Don't risk buying from this shop look for 100% 5 star reviews.

Ordered an item 2 weeks ago had no update and no response to any emails or o line chat. It's put me off using this Company again.

Absolutely a nightmare! They said they will deliver the product in the next day if I pay for Royal Mail 24 and I did, but they didn't send me anything. I contacted them to cancel the order because I will leave London but they took no action and they say I have to first send back the item while I already left London!
No proper communication channel, no help, no reply or response with delays and repeating the same thing again and again, taking absolutely no responsibility for their mistake. It is a fraud and not a right company.

2 mins after I sent through my order I cancelled it realised I had bought wrong item. No phone number anywhere so sent online contact form 3 times. Guess what they still sent the item days later and I have to pay for it to be returned!

These guys are not even worth 1 star. I have bought ghd straighteners and they are 100% fake. They pull and snag. They are far too light in weight. 100% fake and refusing a refund. DO NOT BUY FAKE FAKE FAKE!
TO JUSTMYLOOK REPLY - JML******* NOT THAT YOU WILL DO ANYTHING WITH IT. YOU ALREADY TOLD ME YOU REFUSE TO REFUND MY £130. IVE HAD 3 SETS OF GHD STRAGHTNERS AND THESE ARE NOT GHD. THEY PULL AND SNAG AND PERFORM LIKE THE CHEAPEST £10 RUBBISH

£49.90 bottle of perfume for a bridal shower gift came with the box battered. Had no time to return as needed to gift 2 days later. Emailed Customer service to ask for a partial refund but wouldn't. Would only give me 10 % of a future order. Why should I spend more money to get 10% off
Said I would prefer as a partial refund but point blank refused. Will not order from them again. AWFUL CUSTOMER SERVICE.

Purchased a jimmy choo fever perfume and the batch code was cut out and a sticker was placed ovrr it. Also, it doesn't smell like my previous one.

This is only my second order with JML (no. JML*******) and the first one went without a hitch. Unfortunately, JML don't seem to handle returns, for whatever reason, well and I have experienced this to a small extent with my second order.
I ordered 3 x Schwarzkopf Professional OSIS+ Freeze Strong Hold Pump Hairspray 500ml, as described on JustMyLook's website, on Weds. 1. 1. 20, but when they (swiftly) arrived on Mon. 6. 1. 20 the hairsprays were AEROSOL, not PUMP. There was a problem with returning them because, whilst JML could supply me with a Royal Mail free returns label, RM won't accept more than 2 x 500ml aerosols in one parcel. I phoned JML (on ******* *******) and spoke to Charlie who told me I'd need to return them via Hermes, but I'd have to pay for the return myself and provide JML with a receipt for this postage to reclaim it. I wasn't happy with this approach, but I seemed to have no choice. However, on working through getting a quote from the Hermes website, I discovered that Hermes' Ts&Cs say they won't allow any liquids into their courier system and will destroy them if they find them (which is weird because Hermes delivered them to me!). I emailed Charlie to advise him of this and he sent me an email to print TWO Royal Mail labels to return the hairsprays as two separate parcels (this solution had also occurred to me before emailing him). The parcels were delivered back to JML by Royal Mail on Weds. 15. 1. 20 and I've received an email today, Weds. 22. 1. 20, to say my refund has been processed - JML quote 5-14 days for a refund to be processed, so this is within their stated timescale. I await my refund's arrival back on my credit card account, but I have no reason to believe it won't (I'll update this review if it doesn't).
There was a bit more to'ing and fro'ing than I have described, but the two customer service rep's I spoke to at JML (Charlie and Rachel) were polite and fairly helpful and I have no real complaints there. The reason I have deducted two stars is because (a) due to the product mis-description I wasted my time ordering this product from JML in the first place, (b) the product mis-description has been there since at least October 2019 (judging by another review left on their website) and it STILL hasn't been amended, and (c) JML don't give their phone number on their website, which is inexcusable and frustrates customers who want to resolve their problems quickly.
In conclusion, JML's prices are competitive and delivery is swift, but they could deal with returns a LOT better than they do. For anyone else who needs it, JML's phone number is: ******* ******* - my calls were always answered courteously (eventually) during their business hours.

If I could give a lower score I would.
I purchased schwarzkopf Q10 shampoo and conditioner - large containers at a cost of £37.00. I have used this salon formula for years.
The products I received were not genuine - different smell and foaming texture to the original. So I sent a complaint. Their response was to tell me that as I had opened the products they could not be returned and no refund would be given.
I kept receiving the same para (copied text) from all levels I escalated the issue to, up to management level. I even offered to send a sample to them to test!
Let's get real - you have to use a product to recognise it is not genuine.
They were not interested in logic or discussion. They copy para's for a prepared script
Awful frustrating unkind service. I will never buy from them again - and nor should you.
I should have written this review a long time ago - I was so exasperated with everyone I communicated with, I lost the will to live at the time

Just my look is 5 Free postage, great delivery, Fantastic customer service, Absolutely my first to shop site … BRILLIANT

I ordered a 3 for 2 promotion and when I received my confirmation the free item was not present. I could not telephone so contacted via chat. I was advised this promotion was not active for the items I ordered yet I had a screen shot proving they were. I asked if the free item could be added as this was not my fault and the promotion was the reason I ordered through just my look and I was told No they cannot amend a successful order. The order was not successful and I advised that maybe I would cancel if I cannot have the promotion. Then, coincidentally, my order was dispatched (not containing my free item). I have advised I will return for a refund and I have since not been replied to by this company. The customer service is non existent here and I will not be using this company again. They were not interested in helping me at all.
I am still trying to get someone to understand what happened but to no avail. Just my look not interested in helping customers. Maybe that's why there is no number to call them as their aftersales is non existent!

Date of experience: 12 December 2023

I received my items in good time, well packaged and also received a free goody bag containing really useful items.