Look Fantastic

I have had the most horrible customer experience with any order and any provider - I do not recommend lookfantastic to anyone.

I have ordered a number of Christmas stockings from lookfantastic, from October's paycheck (trying to be prepared!). Firstly, the order was delayed. Thinking Christmas was still many weeks away and it was for Christmas, it wasn't too much of a problem. The the men's stocking was sent separately. It was a far less quality than expected but at least it turned up. After many delays and complaints, the women's stocking was sent two weeks prior to Christmas (still hasn't arrived though). The prices of the stockings have dropped to half than what I paid - yet the customer service team refuse to partial refund the difference; only offering the option to return and repurchase the items! With their dispatch times being as useless as they are, it's just not a viable option this close to Christmas.

Their customer service tools and process are ridiculous; you can't reply to their emails - everything is setup against their customers.

Useless and disappointing - please do yourself a favour and avoid the company.

I ordered - by mistake - a number of items from this place about 2 months ago and wrote immediately to get the order cancelled - no response at all until after 2 days where they have send the package, regardless. Suddenly I do get a response in the form of regret over that order is against my wish has been posted, but that I just need to return it when it arrives.

The package arrives with the postman after few days and I refuse to receive it, as we (in Denmark at least) usually do in these kind of situations and the package returns by post man.

This is now 6 weeks ago and it is impossible to get my money refunded! Why? Because Lookfantastic.com can't find the returnd package. What would assume not to be my problem as I've never had the package in my posession. However; according to Lookfantastic's guidelines (or at least according to their absolutely lousy support) it is my responsibility as I have rejected it.

Any attempt to explain to them that the package is returning on the same parcel number as when they them self sent it off, and again NEVER were in my possession and therefore can't possibly be my responsibility is speaking for the deaf ears.

Never again will i shop through that place (despite earlier ok experiences and I actually recommended it to friends several times. Will undo that mistake asap) - this is the most arrogant and fraudulent place i have come across.

I was a loyal customer for Lookfantastic for more than 3 years. Everything worked fine until you need to reach their customer services. They are utterly useless people! All they know is to say: sorry, we cannot do that. One simple request, change the delivery address for an order which hasn't been processed or dispatched. There's no reason for not be able to do this, I have ordered from many other websites, all of them were able to process this simple request as long as the order is not yet dispatched (sometimes they can do it even after the order is dispatched, and that is called real customer service). Lookgantastic cannot do it. So I ask for cancelling the order, they cannot do it again. The website clearly stated the customers can cancel the order without any reason within 14 days. They are clearly not keeping their promises. The point of having customer service is to help customers, and they are clearly not doing that. Very disappointed. My order will be on the way to a wrong address, and if someone else takes my parcel, I will lose hundreds of pounds. Lookfantastic should be responsible for that lost because their customer service is useless. I will not buy from them ever again.

NEVER SHOP FROM THIS COMPANY! I made the mistake of purchasing an Elvie breast pump from lookfantastic and they sent me a defective item where one of the pumps was not working. When I asked Elvie to replace the item covered under their two year warranty, I was told the product I was sent was old stock from 2019 (identified by serial number) and was no longer covered under the warranty. LOOKFANTASTIC FRAUDULENTLY UNLOADED OLD STOCK ON ME THAT WAS NOT COVERED BY WARRANTY. They then promised that they would cover my shipping fees in their entirety to send their defective item back to them from Canada to the UK and guess what? When I enquired about why they had not done so, they said THAT THEY WOULD NOT REIMBURSE THE FEES I INCURRED TO SHIP THE ITEM BACK. They have had this expensive item in their possession for 9 business days and have still not refunded my money, violating their own return policy. USE THIS AS A CAUTIONARY TALE AND SHOP ANYWHERE BUT HERE!

Save your time, money, energy and stress! This website is a JOKE! They messed up my order, almost charged me twice and couldn't even answer me or assure me what exactly was going on.
Absolutely USELESS, UNHELPFUL, APATHIC and CARELESS customer service. Totally rubbish. You'll waste your time chatting to their incompetent "agents" (I think they use machines, it can't be possible), they'll make stupid security questions - even though you've already answered those questions in the beginning, they'll take forever to answer your questions and NOT fix the problem at the end. They don't even apologise or show any discontentment for any upsetting situation you might be experiencing because of their stupidity.
On top of that, they don't meet their delivery times. The website says they deliver in 1-2 days and I've been waiting for my parcel for a week now... and let me tell you, I don't think it's arriving anytime soon.
Only if I knew... I should've suspected the amazing price attractiveness. So, please, save your time and energy. Pay more if you have to, but at least you'll have your products on time and will be treated fairly.

I have ordered several times, but the shipment always took about 3 weeks to arrive (I live in EU). On one occasion they split my order in two shipments, one arrived additional two weeks later. It contained one item that was sent in a ridiculously huge box. One of the packages was returned to sender and they haven't even noticed that until I asked where is my order. Turns out the cosmetics inside was damaged and was leaking.
I am also subscribed to their beauty box. I took a 6 month subscription. The first two boxes arrived, but only at the end of the month. They charge my card on the first of the month. Then the boxes stopped coming. The tracking number they provide is never found in any parcel tracker. I guess they just take my money and don't even bother to send what I pay for. The customer service is utterly useless, they keep asking for one information or the other, when everything they need is correctly written in my account. They agreed on re-sending last months box, but the story is as usual: there is no box and the tracking number does not work. I am canceling my subscription and never shopping there again.

I used to like it and placed a couple of orders for the price and speed. I guess will never know how terrible their customer service until I have the problem. Because you will never get advice or solution from them. My recent order never arrived. So I got in touch with them, after 21 days waiting, the only things I got so far were apologies and a commitment to start the investigation. But, never an update for the investigation or advice for next step. Then, I flied a compliant, and that when I was more shocked with their attitude. First of all, the so calle"executive" didn't seem want to listen and understand what happened with me. He could not wait to shut me up with, again just a "sorry, I don't know,... I have no idea..." if you fill out a form, we will process your refund within 24 hours. And then I filled the form, you know what happened next, another message said, you didn't fill in all the items you haven't received so we can't process... (oh! What I filled was I didn't receive the order, I thought that supposed to mean, I didn't get anything in the order!) I just sent out the form again with all items descripted in details... Let's see what will happen next... I agree with someone's comment, they are trying to use the delaying tactics to make it difficult for you to give up.

I will never ever recommend it to any one...

Please be really CAREFUL if you are thinking of purchase items from LookFantastic! I purchased the Moroccanoil Moisture Repair Conditioner a few days ago. I have used it for only 3 times. Two days ago the bottle was accidentally dropped from a merely 30-cm platform and to my surprise the pump dispenser just BROKE IN HALF! And the entire bottle is ruined!

I have used other cheaper shampoos with pump dispensers, and this problem has never occurred before. I strongly suspect that this bottle that I have received has spent a long time in the storeroom, and is already of DEPRECIATED quality before it is sold to me. I tried to contact the contact the customer service and after 2 days of patient waiting, they replied that "a product can only be replaced if it is delivered to you damaged and cannot be replaced if damaged after delivery."

I have had similar experiences with FeelUnique.com and ASOS.com and have received either a replacement or a refund f
Rom the 2 sites. In contrast, the customer service in LookFantastic has been really disappointing. After sending me a product of such poor quality, they are just trying to avoid their responsibility without even offering me an apology!

Think twice before making your purchase with LookFantastic because your basic right as a consumer to receive a product of reasonable quality cannot even be guaranteed!

It is not the money, but the ability of a company to earn consumers' trust that matters. Unfortunately they have lost my trust.

I bought in December 2022 some products and parcel been apparently delivered to wrong address, Evri has admitted and been told to go back to Lookfantastic and they don't want to resolve, after many message back and forward, I did charge back and they quickly manage to take back money from my accounts because they said to bank they delivered parcel, tried to resolve this issue with Lookfantastic as my bank advised me and they don't do anything tell you Because there was a charge back it has to run out and Jess,, the boss,, says my issue been resolved, you can't go any way forward with them if something goes wrong with parcel.

I live in the US, so I placed my order on the US site. My order was shipped from lookfantastic UK via Royal Mail on 5/7/20 (per Royal Mail) with an ETA of 5/10-5/14. According to Royal Mail, the order left the UK a week later (5/14). The United States Postal Service has yet to receive the package (3 weeks after the order left lookfantastic). I understand the possibility of extended delivery time, but this is just taking WAY TOO LONG. I can't get an answer from lookfantastic. I doubt they even have a customer service department.

Bought a product which doesn't match their online description, asked for a refund but they plain refused. Despite the fact according to the law they should take back my purchase, with what's called the cooling off period: In consumer rights legislation and practice, a cooling-off period is a period of time following a purchase when the purchaser may choose to cancel a purchase, and return goods which have been supplied, for any reason, and obtain a full refund.

I have also asked them several times for them to delete my account with them because I won't ever order from lookfantastic.com or any other company by the hutgroup.com. They responded me that they have removed me from their email newsletter. Seriously I have done that myself. They think it's a joke or are laughing at me.

I wrote a review about how the product didn't match the description as they have given but they will never post my review because its a negative review, they moderate all reviews and only post the positives ones. You can see this with all their products that have reviews, there are only positive reviews, very misleading and deceiving company!

Disgusting money grabbing company, I would never recommend to buy from this company!

Worst customer service ever.
Its been 4 months since a wrong item has been sent to me. Still awating a resolution. Customer care service is pathetic. As they ignore mails

Worst retail experience ever! I ordered items that were supposed to be delivered within 5 working days (this was 3 weeks ago) I have been back and forward for 3 weeks trying to track down my order and request replacements as my order has been lost 5 times and still not received anything. Half of the items went out of stock in this time, which they lied about and said sent items were on the way to me until I told them they were out of stock on the website - I had to then request a refund as they were going to send the items when they came back into stock(still not received refund for out of stock items).
I received an email, 6th order of same items has been sent back to look fantastic from evri, I emailed asking for refund for entire order this is not possible as they have processed it to be delivered for a 7th time.
I just want my money back to order my skincare items elsewhere.

It has been a really stressful experience. I not able to make a complaint, I asked 5 times this has been ignored every time (I don't think they have that option at all).
Avoid at all costs.