Look Fantastic

Been waiting 13 working days for items to arrive. They only have a messenger service to contact this company…replies take hours. Provided all the details multiple times. Repeatedly fobbed off. They will just waste your time. AVOID

I placed an order on Sept. 9/22 and received shipping notices within a few days. Now it's Oct. 24/22 and nothing. Tracking shows 1 of 3 packages were destroyed by UK customs for containing prohibited materials. I sent multiple screenshots of the tracking to customer service as they were arguing that the items were still in transit and ever since I've only gotten computer-generated responses about how sorry they are and if they can help, I can feel free to contact them again.
They said they would refund my card several times and have not. "Our finance team is looking into this" is the vague, repetitive reply.
All I can warn is DO NOT TRUST THIS COMPANY. Save yourself the frustration of getting ripped off.

I've had a terrible experience with Look Fantastic and recommend that you buy your beauty products from higher end, more professional sites. Over half of my product leaked during postage and I was offered a 'good will gesture' of 30% refund. It was an expensive product, I'm absolutely gutted. They were unable to explain their 'policy' on damaged items and simply repeated the same things over and over again in different messages, like robots. I then found that I could have got a better price direct from the brand. I can't recommend more strongly that you stay away from this dubious company.

I ordered 2 products 4 weeks ago. The money was taken from my account immediately but never received confirmation. When trying to contact them, they have said that I never placed an order despite taking my £40! Won't let me email them as I've "not placed an order" and live chat never works. Called on multiple occasion but can't get through. Absolute scammers!

Waited for almost 2 months and still haven't receive my box yet. Customer service is terrible too. Keeps sending me the same robotic e-mails asking to wait while they're waiting for the tracking updates... Not recommended to anyone and will never order myself again.

I ordered a few items back in November. All but one item arrived. I've been sending messages since then to find out what happened and finally just to look for a refund. Every reply is the exact same we're sorry but we're investigating it. Nothing else. I've lost 96 euro and don't know how I'm going to get it back. They've basically stolen from me

Will never use these again, I ordered an expensive hair serum, well I thought it was expensive, £39 on their website. It arrived and when I opened the box the bottle had leaked and serum was all over, no damage to bottle just top not screwed on tight, nearly a quarter of bottle missing, I took photo's and emailed them straight away and they just said they'd refund some, they gave me £5, didn't even cover anywhere near the cost of serum missing.
I would not recommend anyone use this store, OK if things are not damaged, I've bought many things here but never again, don't trust that I'll not be loosing my money, no confidence in them.
Advise anyone to shop elsewhere.

I give 2 stars for their great offers and various choice of brands, which are very good if you don't have any problem with your order and have to deal with their customer support. Don't expect to get any solution from them, 3 days minimum to answer to your message (last time 7 days!), to say they will come back to you, and after 10 days, still no update! I used them because where I live (Malta) I don't have much choice. And believe me it is unfortunately not the first time I have to deal with their customer support but the third time, and always same disappointment, their CS is zero and unprofessional, I finally understood and deleted my account, this does not deserve the price!

I ordered 4 Xmas boxes last Dec. Only 3 arrived. I kept asking when my missing box was arriving. Got a mix of answers which ranged from u only ordered 3 to let us get back to u. Please consider using Lazada. They have every brand there. Shipping is fast. N if u have an issue w the product the reply within the day is sorry for the inconvenience. We will replace it immediately. U dont have to ship the faulty product back. Thats real customer expedience. Plus u can earn points that u can buy more stuff from

Customer service is awful. My parcel was not delivered and they want me to fill a form, I have now contacted them 12 times and still no resolution. 5 of those times I asked fir contact details fir their complaints department, and ignored each time. I will never shop with again.

I am currently having a battle with customer services. I've been sent an ESPA face cream that's either a fake or old stock. As soon as I opened the jar you can smell its stale and disgusting. It's not like the product I e had in the past! Look fantastic are refusing to accept a return as "the items opened". It's unused, in original packaging and is not fit for purpose. Lesson learned, Save yourself the hassle and stick to buying from the manufacturer.

I tried to return an order after discovering that the products did not match the descriptions on the website: most of them were much smaller sizes than stated. I've now sent four emails to their so-called 'customer services' department and received a range of unsatisfactory responses, none of which suggest that their staff have even bothered to read my messages properly. The latest response states that as the boxes had been opened, the order is no longer in 'pristine condition' and therefore cannot be returned. How is one supposed to know that an order needs to be returned without opening it?! Their approach to customer service seems to be to reply as unhelpfully as possible in the hope that the customer gives up. Their responses also come from a 'do not reply' email address, making it impossible to engage in a discussion about the problem. I will never use this company again, or any of the other companies that fall under The Hut Group parent company.

Early Monday morning i decided to cancel an order I placed late the Sunday night before, (which their refund policy states you are well within your rights to do) and logged the cancellation with their message center, only to be ignored, marked as "completed" with no resolution, and sent an automated email telling me a cancellation could not be made as the order had already been processed to be sent out. At first i was half impressed that they were so quick to turn around their orders, however, I have only just this morning, Thursday, received the dispatch email, meaning this order could have very easily been cancelled should one of their team been bothered to help, and not fob me off with essentially a lie. I now have to go through the long winded process of returning the the order at my expense for the postage, because they don't offer free returns, despite having requested a cancellation almost immediately and three days before the item was dispatched.

Extremely poor experience and suspect they deliberately trick people to their site with great offers they cannot deliver. Ups... our supplier can not deliver:-(
Their logistics and deliver is also very poor in those few cases you actually get the product. No willingness or flexibility to help out getting a similar order to the same price when they (AFTER A MONTH!) inform me they cannot deliver. I bought products during Black Friday and as a minimum I asked to get the same price with my re-order. Denied by Eva in Nordic Customer Service. I will cancel my profile with them and suggest you look to some of the other similar websites like Escentuals.com, which I have had good experiences with.