Placed an order on the 29th Nov for the value of €494.10, got a text from Fastways the courier company that Look Fantastic use on the 5th December looking for my Eircode to deliver my order, on the 11th December sent a message to Look Fantastic, were is my order, they said it was out for delivery, waited each day and I had a contact who new someone senior in Fastways and got me a manger number whom I contacted on the 16th who told me my order was sitting in the warehouse, she proceed to get the order delivered to me which I received on the 17th December, when I got home, I saw the box was damaged and partially opened and products missing, I immediately message look fantastic and they returned some time later and asked me to fill out a missing items form and I did this was on the 18th December, I also uploaded photos of the box, inside the box the state of the products in the box. On the 24th December I received a message that it had been referred to the investigation Team asking me the same questions and information as they did on the 18th December, I proceed to provide all the photos and information again as requested, on the 28th December I received this message-
Hello Clodagh, Your account has now been referred to our investigations team. We are sorry to hear your package arrived incomplete. To help you resolve the issue with missing items could you provide information on the below: Please can you upload an image of the shipping label? Please can you also confirm if the package was damaged on arrival. If there was any damage, could you please upload images showing it? Once we have received the requested information, we will be able to help resolve this issue. Senad LOOKFANTASTIC Customer Care Team
My Reply 28th Dec- I have done this on the 17th of December, do you not keep all notes on file? I have sent all this information, photos, letter, documents. Can you please pass this matter on to someone senior as I am the person out of pocket and with out my completed order, this order was made a month ago for Christmas presents, my contact is with you, no one else, so can please sort this situation for me please?
My Reply on the 28th Dec- Hi Senad, Yes when I relieved the package when I got home I contacted you straight way Once we have received the requested information, we will be able to help resolve this issue.I have attached the photos as requested, also please note this is the 3rd time I have sent this. Can you please follow up as I am very disappointed at the way I am been treated. Many thanks, Clodagh.
Customer Service Team
31/12/2024
Hello Clodagh, Your account has now been referred to our investigations team. To help you resolve the issue with missing items could you provide information on the below: Please can you upload an image of the shipping label? Please could you please upload images showing damage to the parcel itself? Once we have received the requested information, we will be able to help resolve this issue. Kind regards, LOOKFANTASTIC
Customer Service Team
01/01/2025
Hello Clodagh, Thank you for getting in touch. Please accept my heartfelt apologies for the difficulties you've faced. We value your business and are committed to making things right. Your replacement has been requested however this matter is still under investigation, Our team is actively working to resolve the issue and expedite the processing of your order. We apologize for any inconvenience this may cause and appreciate your patience. We will notify you as soon as there are any updates regarding your order. Thank you for being so understanding. If you need any further assistance, please let us know! 😊 Kind regards, Samukelisiwe LOOKFANTASTIC Customer Care Team
You
09/01/2025
Good afternoon, Is their any update on my missing products please? Clodagh
Customer Service Team
13/01/2025
Hello Clodagh, Your order has been referred to the investigations team. We must remind you that you have signed a 'missing items' form which states 'I can confirm that I will not dispose of the package until my claim has been resolved. And also 'I agree that if I am unable to provide the investigations team with the requested information my claim may be refused' As you have not provided requested information, we have contacted you for on multiple occasions, we have now rejected your claim. Kind regards, LOOKFANTASTIC
I am shocked that I have been treated like this Look Fantastic have robbed me as I had a damaged box and missing products, Christmas presents and are refusing to deal with my issue, I have printed all correspondence and will now be going legal, keep away from this company, please.