Shocking. They sent me the wrong items. I ordered haircare and got cheap makeup. I've been on chats with them for about 2 days and it's still not resolved. I will never use them again.

Sequence of events:

Order items. Bond repair and Hair Creme
Item received - Make Up Brush and Contour stick.
No easy way to contact. Start webchat. First woman struggled to understand difference between hair product and make up, despite sending pic of order and items received. She cuts me off after I question her abilities.
2nd person cuts conversation after I send pictures.
After this I contact bank for chargeback.
3rd person says he will send replacement + £10 credit and code to send items back. Great.
I contact bank and cancel chargeback.
Get email saying LF have cancelled order and £10 credit.
Send 3 emails and Imessage chat. They take 24hrs to respond to each. Every time I then respond, the chat resets so you have to explain the LOOOOONG issue all over again.

Finally get a reply saying they have refunded because the chargeback went through. Zero response about why THEIR mistake resulted in 2 days of my time being wasted, why their staff are so dim, why im being penalised as the products are now more expensive.

I can imagine coming across 1 useless agent but 6? Where do you find these staff?

TLDR - Maybe they have decent staff (Doubtful) but if order goes through ok and they know to put the square shape in the square hole, (again doubtful) you're probably ok. If (most likely) they are trying to shove that square into the cirle hole, you'll be collecting your pension before they even understand, let alone manage to fix it.

I bought the 2 Foreo products from LF on the 26th Nov 2021. It was a Christmas gift for my friends. I saw the same items on other websites but I decided to buy from LF since the price is a bit cheaper.

Unfortunately, the item was never delivered out in a reasonably timely manner. The estimated delivery time was set on 7th Dec 21. However, I did not receive the item on 8th Dec and I proceeded to check the tracking no. To my dismay, there was no shipment information at all. It shows that LF did not send the item out to post and all they had done was to CREATE a shipment. I wrote to them and they replied on 9th Dec saying that the "delivery can take up to 30 days." When I further asked for more postal details, they simply brushed me aside saying that "If you have still not received the order by 28-12-2021, please let us know so that we can investigate this for you."

On 15th Dec 2021, I told them that this is a Christmas gift and the postal tracking information still shows LF only created the shipment but the post office is waiting for them to actually send out the items. I had emailed them again but their customer service simply replied the same response as above. I was under the impression that they are going to send the items from overseas and now due to a global shipment delay that would therefore be understandable. As such, I had no choice but to buy other gifts for my friends. On the 24th Dec 2021 around 2pm, the item arrived and I was totally shocked that the items was actually sent from within Singapore. Even on busy periods, local deliveries should only take up to a few days to arrive but this item took almost a month to be locally delivered in Singapore. Furthermore, they never sent the items to the post office and never got back to me.

I have had to spend double the cost to buy additional Christmas gifts for my friends but nonetheless had to keep these items for myself. The BEAR discharges an electrical charge and while applying it on the face, the experienced electrical charge is too strong and it hurts. I have bought this item before, it is the same product but it feels completely different. I suspect that these items are not original products which would explain the discounted pricing. The items only appear to have the same shape and texture, the user experience is totally different.

I would like to ask for refund but I have opened the packaging already. I would like to give a product review on their website, but there is not any place for REAL customers to provide a review. However, LF does not even have a google business page and I therefore have to give my review on their FB page and my review was quickly deleted.

I have bought some products from their website before, the time they offered a beauty box saying that it is worth a few hundred dollars, but the TRUTH of it is that it is filled with small and likely FREE samples.

I would like to ask LF if the products they have sent to me are original products since the BEAR is totally unusable and the electrical discharges actually hurt my skin. I am also displeased with the IRIS as it feels too plastic and the noise made during usage is very loud.

Originally placed my order with this diabolical company on the 29th November which consisted of 17 skincare items. My order said it split into 2 consignments and was dispatched and due for delivery on the expected date. One When that date came - one parcel came from Royal Mail and the other from Hermes. Out of the 17 expected items - i received 2.

Get in touch with the company and raise an issue - sounds easy enough right? WRONG. Absolutely impossible to speak to anyone without getting a generic response and asked to fill out a 'non-receipt of good disclaimers' approximately 20 times. Every time you get a response from an advisor (if you're lucky) it will be a different person each and every time. You will be told you need to wait 48/72 hours for a response. When that response comes, it will be a less than satisfactory one and they've more than likely misunderstood what your issue was. They thought i was disputing the entire delivery despite being told countless times that i got the delivery but items were missing from the order. This then had to be communicated back to the company and another 48/72 hour wait is ahead. After waiting 7 DAYS for a response, you'll message the company again only to have to fill out ALL of your details again because its been 7 days and they care about 'security'. I'm pretty sure its against security to take money from your consumers without fulfilling their order? How peculiar. When i went to check on the status of my claim, the company had completely erased my account so all of my historical messages, tracking, order confirmation was all gone.

Fast forward to the 6th January - OVER A MONTH AFTER MY ORIGINAL ORDER - and having messaged the company every single day to chase my case they FINALLY agree to send me 'replacement' items for the items i actually never received in the first place.

I received confirmation emails of the tracking and again - the order is being split into 3 packages this time. I collect the parcels from my work and to my absolute disbelief ITEMS ARE STILL MISSING. I contact the company again and they genuinely have the cheek to tell me that my missing items are now out of stock but not to worry they are on 'special order' so when they do come in they will be sent out ASAP.

This company is an absolute shambles and should not be allowed to operate. They take your money and promise to fulfill an order that they don't actually have the stock to fulfill. Not only do they do that - they take your money and don't send out you items whatsoever and then make you repeat your complaint countless times like an absolute fool.

I will personally NEVER be shopping with this disgrace of a company again and will encourage all my peers to go elsewhere also.

Absolutely useless company. On two consecutive orders this company has allowed me to purchase items that were out of stock (it did NOT state that these products were out of stock at the time of purchasing) only after I'd placed the order and paid did I get separate dispatch dates for these items. Now firstly this is fraud, you're advertising products that you do not have in stock. Secondly had you have marked the products as such I would have purchased them elsewhere that could get them to me for when I needed them. Thirdly, the company dispatched both orders separately meaning the items arrived at different times due to "stock issues" again do not advertise a product as being in stock and ready for dispatch if that is in fact a complete and utter lie. I voiced all my grievances to an advisor named Belinda who took it upon herself to call me a liar and state it was my fault for purchasing out of stock items (I have screenshots of the conversation) however a brief look on the Look Fantastic website you will see it is PHYSICALLY NOT POSSIBLE to add out of stock items to your basket (again I have proof of this as I screen recorded me attempting to do so). I am still awaiting items from an order placed on the 1st of May. The second order which I placed has arrived today and has three items missing, one of which is "out of stock" but they obviously couldn't be arsed to advertise as such on their website, again causing me to spend money with them when I could have spent it with a company that actually has the product.

No one has given me a response in regards to the disgusting way their staff speak to their customers whatsoever, I've had to place a formal complaint with Trading Standards due to their inability to take responsibility for their actions, rude staff and fraudulent advertising. I will NEVER shop here again I cannot stress how ridiculous this entire ordeal has been, I will stick to Cult Beauty and SkinCity in the future their customer advisors are actually helpful and do not speak to you like you're a sack of crap.

I am over £100 pounds of of pocket because of this idiotic company yet they seem to think £25 compensation is a reasonable amount. I have had to further my complaint with Trading Standards as I will never get anywhere with their advisors.

-Order placed on the 1st Nov 2020.
-After 2 weeks still no updates on the parcel delivering to me & raise this problem at LF online chat box.
-Dec 15th, request the invoice for the order to clear customs but NO reply and shows the problem is completed solved by the LF team.
-Dec 29th, Ask for return and refund since no reply for me to clear customs. And guess what no reply from the LF team and marked the problems as solved in LF message.
-Dec 30th, LF team replied & send me the instruction on doing the return and refund procedure.! The team remind me that it is my responsible until the parcel safely return to their warehouse even if I HAVE NOT RECEIVED IT AT ALL!

I felt threaten and unfair why would it be my responsible when I have not received or get my hand on the parcel and everything that is broken or missing would be my responsibility. Ridiculous!

Since, I did not received anything. So, I am not able to do the return process as the LF team requested (put the return label on the parcel and fill the return form and send back).

So I went on to their website and waiting for the live chat to be available and tell a real life person about my problem hoping that she (Millie) could raised it up to related department or person about the matter.

Guess what? In the end they still send me an email teaching how to do return&refund. I was shocked and think maybe she doesn't understand my problem and I went on the live chat box in LF website days later because they do take days to reply me. And omg I met Millie again! I wrote her a long long message making sure she knows and understand my problem and provide me a solution with her team.

AND GUESS WHAT AGAIN? They sent me how to do return and refund again! AND THIS HAPPENED TO ME AT LEAST 5 TIMESSS!

Im furious about how ignorant they are and this time I wrote multiple message containing same contain telling them my problem hopefully SOMEONE in the team will raised it to their management and NO ONE until this guy name Thomas replied all my message by telling me they will do refund for me in 3-5 working days.

And the next 3 days I received an email listing down what they will refund for me. GUESS WHAT PEOPLE! Thomas put ONE out of the 15 items that I bought in that parcel in the refund list.

So, I went on and remind him that my parcel has more than one thing AND they reply me that I have to return the parcel only I will get refund. I guess if you were me, you would feel helpless from these people. Hey! LOOKFANTASTIC TEAM, I CANT DO RETURN FOR YOU, YOU HAVE TO ASK YOUR COURIER COMPANY TO SEND IT BACK TO YOU! I DID NOT RECEIVED ANYTHING FROM YOUR COMPANY and I DONT THINK ITS FAIR TO ASK YOUR CUSTOMER TO PAY FOR THINGS THAT IS MISSING OR BROKEN WENT IT SEND BACK TO YOU WHEN YOUR CUSTOMER DID NOT RECEIVED ANYTHING AT THE 1ST PLACE!

I AM DONE READING NOR TELLING YOU MY PROBLEM TO YOUR CUSTOMER SERVICE TEAM AS IT WILL ALWAYS GET TREATED IN THESE IGNORANT WAY.
I WILL RAISE THIS TO AN OMBUDSMAN IF IT IS STILL NO REPLY FROM YOUR SIDE BY 10/2/2021. I KNOW MY #CONSUMERRIGHT

I ordered total of 13x OGX shampoo & 3x conditioner with LOOKFANTASTIC 20 days ago. The Price was per item AED23.05. They charged me AED368.80 and sent me an information that my order is on its way. The WEIRD part starts from here.
I have received small box with 3 items in it (2 shampoo / 1 conditioner). After first delivery, i received another information that second party will arrivie on 28th of OCT. However it never came.
I have called their customer service, sent them an email so many times (4/5 times)
First they informed me that my order will be send shortly there is a delivery issue miss communication whatsoever.
And then they informed me that the items which i ordered OGX shampoo (BRAZILIAN KERATIN SMOOTH) is out of stock and they dont know when it will be available. They offered me couple of time to cancel the order and refund the money back. However i informed them that i can wait. I dont want to cancel.
Yesterday without asking or informing me i received an email that LOOKFANTASTIC canceled my order any will refund my money within 4 to 5 working days.
I was shock.
Moreover THE FUNNY PART IS, this morning (the next day) i was searching for the same item and guess what! They have it available in their website with the price tag of AED34.95
SO after all these false information or forcing me to cancel my order, (BECAUSE IT IS OUT OF STOCK) how come the very early next day less then even 24h it is available...
What kind of service is that. If you cant effort to sale it from AED23.05 why do you advertise it from this price. And why do you charge them, sending an amount which you like and cancel it whenever they want.

They are not $#*!, but skewed. I guess they are almost broken, so they want to hold our money to keep the company function. I placed an order a half month ago, because of an appealing 50% off discount. The DHL show item which my city, then there are nothing updates. Then I found the address they inputted are missed, no street name and number, and no zip code. Then I contact them directly through their website because there are a couple steps I have to go through before I can successfully reach out to them. I selected the order I have trouble with (this is the first order I placed in this web) and selected 2 products I ordered. First, I told them, the address they gave to DHL is incorrect which is different from the address I typed in when I placed the order, and I told them my clear and distinct home address to them to make them easier to notify the mistake they made! Second, I leave unambiguous and legible requests "I don't need these items anymore, please refund me, because I have been waiting a month" to them. Then the same day night they replied to me "please confirm my address". $#*!? Okay, 9.1 I confirmed address again. 9.2 They ask me "refund or replacement" LMAO, I leave refund!. 9.3 They relied on, let's confirm the 2 products you want a refund. Hi! This is the hardest shopping experience I have ever have. They keep back and forth ask my question I provided in the first message. Which companies have such a complicated process to keep send repeat information? After I contact them, the DHL tracking shows item delivered successfully in KY and website synchronistically shows that Delivered successfully in my city. Haha, let even not the state I live, 10thousand miles away. Are they going to use this mistook information to cheat with shareholders? The lowest level of unfinished customer services auto-reply program do better than these guys. If you don't want to spend your money to train your customer service team, how large discount you provide people, they will not choose you again next time. If you can't deal with your US market well, then close it. You leave a poor impression to us. The time I checked email and open the website to reply to their message was enough for me to reach out to my bank to open a Dispute case. That might be an easier way.

I had a horrible experience with lookfantastic.
They tried to delete my review:)
Short takeaways before I go into the story:
-don't order valuable items
-order with pay-pal, so they can provide you with the service lookfantastic should be providing you with
-don't count on their costumer service
-extremely unsustainable shipping
-if you can, order from a different site
-most product are overpriced and available for cheaper elsewhere.

My experience:
I ordered a nuface tool, which cost about 200 EUR, and received a damaged device that appeared to be used.

The device looked like it was dropped, as the bottom two parts weren't connected well and there were scratches all over the product.
The power-plug also appeared to be taken out of the plastic.

Shocked, I messaged their costumer service.
They didn't show much empathy or weren't really apologetic. They told me I could send the product back and would receive a refund, once the product made it to their warehouse, not great, but fair enough.

So the next day I took the time to return the damaged device.

A week passes, no word from them, I look at the tracked return, and it had already made it's way to the warehouse the day after I shipped it.

I asked them, and they said they were looking into it.
They continuously asked me for my address which ok. You need it for privacy reasons, but also continuously asked me for my proof of shipping with tracking number, which to me, shows they were not looking into it at all as they should then have these on file.
I chased and chased for about two weeks, and it was getting no where, they kept on saying they were looking into it but constantly needed the same info and failed to give me any updates.

After week 3 of chasing, double messaging and receiving vague answers, I decided to go to pay-pal, I had a solid case, proof of them approving the return, proof that the product was in their warehouse, and proof of them failing to give me any valid information.

It took a month, as lookfantastic failed to reply, and I finally got my money back from pay-pal.

Horrible service, will never, ever. Order from them ever again, and tell anyone who wants to hear (I work part time as a makeup artist and in lots of skincare and makeup forums and groups) to stay away from their website. Or to hope your order goes well, because you can not count on their service if it doesn't.

In addition, they are extremely unsustainable, in an order made before this, one order wasn't in stock so they had to ship it afterwards, it was a tiny product that would've been able to fit in a small envelope, but instead they send me a huge box, with paper and plastic to fill the box up, seriously? Do better.

I ordered one solitary hair shine - scent spray and was informed it was dispatched on 16 December from the UK destined to home in the USA. Mind you, that I ordered this from the lookfantastic US site.

It should've only taken a few days to get to the United States. It's been sitting in a Royal Mail international depot in Langley HWDC end it hasn't been moved to international shipment, so it could arrive to me in a timely basis.

I contacted the trash company with trash customer service only to be told that they would contact the courier and get back to me. They never Sent me any updates or offered any other solutions. I e-mailed the garbage Royal Mail, myself, at this particularly trashy office, and nobody has responded to my inquiry although I was promised a response within four days and it's beyond that unfulfilled promise.

I've been offered no resolution on this, no help, and not even the decency of sympathy for my situation. Look fantastic further informed me that it would take up to 30 days to get this resolved that is not stipulated anywhere on the website when I ordered anything.

My estimated arrival date was between the 18th and 24th and it should've gotten here by then or at least moved within the system. It's still sitting in that crappy and disgusting distribution center in England. This is the most trashiest company I've ever encountered. It's poor customer service, belligerent jerks for sales reps, And there's absolutely no respect for the hard-earned money that I used to purchase their items.

They have not only taken my money and refused to refund it to me based on the lost item, they have also taken my trust in their company away. It's a good thing I paid with PayPal because they will investigate it based on the information I forwarded and will certainly get my money returned. Of course this trashy, garbage, despotic, and reprehensible company said that once I contacted PayPal they couldn't help me any further, Although there is a facility on PayPal for the customer and the company to resolve the issue, not that they were helping me in anyway, even through PayPal or on my phone call to them, anyway!

I would not recommend them because if you have a problem with them, expect a big fight to claw your money back. Expect no proper customer service, expect to be Looked at his trash, and expect a fight.If you manage to get your parcels on time, good for you and you were among the lucky ones And I don't want to hear how could anybody have anything negative to say, when I have the damn proof that these people suck.

Don't buy a damned thing from them. Just don'.
* This company replies to this to pretend they're helpful yet they have a been helpful to me in over a week. They already told me that they can't help me once I filed my claim with PayPal which is some thiNo I explained here. Look fantastic can respond to it by addressing the claim and refunding my money

I made an order on Lookfantastic in November and bought a lot of Christmas gifts. On December 23rd I still hadnt received my order and the company told me that the parcel probably had got lost in the mail. I asked for the possibility to cancel my order and get a refund, since I couldn't receive the products on time for Christmas. They didn't answer me, I just got a message that a new parcel had been dispatched.
A week later I noticed that the dispatching list did not include all the products I had ordered and paid for over a month earlier. I sent Lookfantastic a message and they replied that they did not have my product in stock and they have no idea when they will get it. I again asked for them to cancel my order at least for this product and give me a refund.
I also told the company that I had asked for the possibility to cancel the whole order since I didn't receive it in time for Christmas and I want to return the parcel when I get it in the mail. They answered me that I will have to pay for the return costs (30) since they do not take any responsibility in this. I decided to keep the parcel with all these unwanted items, since I did not want to pay 30 euros for sending it back.
I still noticed a few weeks later that I hadn't got the refund for the product they had been unable to send me. I again sent them a message and told them that I had paid for the product two months earlier and I wanted my refund immediately. I told them that if I wouldn't get my refund I would take it to my Credit card company and tell them that this company had cheated me and charged me for a product that they had never sent me. The company then replied that they had now dispatched this product, which they earlier stated that they did not even have in stock. I told the company that I had cancelled the order twice and I have no interest in receiving this product and I have made it perfectly clear earlier. They replied that I can return the product and again pay for the return fees. I sent them a message that I will no longer do business with them and I will let Mastercard handle it with the police. After this I finally got my refund for the one product.
I still ended up with all my unwanted Christmas gifts that I received at the end on January, more than two months after I made the order. I also spent hours writing messages to their customer service, trying to fix my problem. This company is a cheat and their customer service is a joke. They never would have given me my refund if I hadnt taken it to Mastercard. I am pretty sure that they never even dispatched the product they say they didnt have in stock, because I never received a message from the post office. They just sent me the dispatching mail so that my Credit card company couldnt charge them for never sending the product. If and when you have problems with this company I advice you to take it to your Credit card company right away. Otherwise Lookfantastic will do everything to cheat you. I will never again order anything from them and I advice everyone to stay away from this company.