Look Fantastic

I ordered an item 8 days ago, this item was intended for a Christmas present, the item still hasn't been dispatched. This company took my money even though the item clearly isn't in stock, their 'customer care' are unable to give me a date for when they will have the item back in stock. Useless.

Update - I have now been given a "expected" dispatch date of 15/1/24, well over a month after I ordered the product!

Super horrible customer service. My order is marked as delivered, without being delivered. The customer service asked me to fill a form and submit it. 5 days passed and I asked them what's the status, and now they tell me that the form was not accepted.The customer service agent keeps asking me the same questions over and over and are not refunding the money for the non-delivery of items. THIS NEEDS TO STOP NOW!

Consistently late delivery (or no delivery at all). The customer service team are unhelpful and rude. Waste of time trying to order anything from them, they're too unreliable. Save your money and avoid some stress.

Order *******
This company is a disgrace, item bought in Dec 23, as Christmas present to partner.
Item worked 4/5 times, then completely shut down, no power etc.
Have been in contact with Look Fantastic since, complaints ignored, call backs ignored, only contact is through site and takes days for replies.
Also every time you email, new agent, not one has taken control or ownership even after replies on trust pilot promising such.
Picture proof below shows the different conversations but each holds multiple messages back and forth
So demanded even after multiple options of proof they wanted item back to offer refund, sort of understood.
Sent back item in post as requested, confirmation received to their hub on 11-03-24 and since then they have seemed to have lost the parcel or as they said "difficulty finding it" and refuse to process my deserved refund of over €255!
I'm disgusted of this company honestly, work in the customer service industry and I'm honestly ashamed to have even considered them, constantly been ignored, delayed and now left with no refund, item or resolution!

I want to ask if there are any folks who had successfully return their products and got refunded? I want to return them becoz I received a sus email claiming to be DHL soon after the product. The strange email ended with domain rakletmail.com. Despite my prompt and repeated attempts to cancel this order the parcel still got delivered to my door three days later. Now I have the choice of returning them but I would have to spend extra money and efforts in exchange for a refund promise that might not happen.

They sent me fake products, it was obvious as even the bottles didn't look as they have to and didn't match the picture in the site.
The customer service is awful! They reply once a day, keep delaying me and only after saying I'm going to report to UAE police, they provided me a return link.
To my surprise to return I'm not only need to pay for return, but also go to the post office!
I'm so shocked they are allowed to work legally!

Received my order within 48 hours (no charge) I normally use Boots, purchasing online with them has become stressful, locking me out of my account then asking me to make a new e-Mail. This was stress free, cheaper I also got a free primer with my Touche Eclat. I'm a happy customer, thank you, will be using 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 bought two bottles of Perricone MD from Look Fantastic and they are definitely not the same as the one that I already had. I am familiar with this product so I know the smell and the texture isn't right. Maybe it's been in storage too long or maybe it fake. I won't be buy from here again.

A courier collected my parcel well over 2 months ago that "never arrived" at their depo. I reported it and they tell me it's still in transit. Refuse to give me my money back, and every enquiry I raise is immediately "completed" to complete tickets as soon as possible. Entire thing is a scam and I'm going to my bank now.

I placed an order for three items, I had a reaction to one item and that was refunded. The other two items I returned and only one was refunded. I have been going around in circles, being told they would do an investigation on the 26th January, no update a week later. I chased this and was going around in circles with customer service clearly not reading my emails, I have sent the receipt about 4 times, along with being told they will do an investigation 3 times.

Now nearly three weeks later, going around in circles with the same poor replies. Asked to speak to a manager and got a useless manager saying oh I can see you are talking to customer services, I will close this chat. The whole point is they are of no use. They are embarrassing.

This is a joke, I want a refund and I want to take this further now. I will never order from them again.

I was duped by look fantastic. I bought a product cle de peau beaute, blush duo powder. In the picture it was represented as a whole product and instead for the price of 40 pounds they sent me a refill also in a different colour from the description. Very bad customer service, staff not up to understanding the problem. I wanted to return it at their expense and ask for a refund and they always said sure, we will send you the coupon to send it for free only to find out at the post office that I had to pay for it. A bunch of incompetent, un-serious people unable to do their job. I will never buy anything from this site again. Bad experience! Very bad products! Absolutely to avoid!

I had placed an order for 180 days supply and I received only 90 days supply and they refused to send me the balance 90 days supply even though it's their fault their customer service was very poor they have promised to refund me the 50% back but won't compensate for the inconvenience and also extra I had to pay in customs as the customs was charged on higher amount. Terrible after sales and customer service.

I have to admit that I'm drawn to their site because I want to save money. It turns out to be a mistake as the products I received are fake. The olaplex serum oil I just got comparing to the current one I got from hair salon is different. Remember to do your research and always buy from official site or authorized reseller.

I ordered Chantecaille products (valued at $135 CA) and was sent their December edit subscription box instead, which had 4 sample size products, a headband and Revolution retinol oil, for a total value of $31 CA. I requested they send me the products I paid for, but instead, they ignored my request and their mistake, and asked that I return the products they sent by mistake. I told them I would happily return the box if they provided me with a pre-paid shipping label, but instead, they are wanting me to pay to return something I never wanted in the first place, that THEY sent to me by mistake, and that are crap products? Meanwhile, they have not offered a refund for my missing products, nor have they offered to send them to me. Yes, why indeed would I not want to pay out of pocket to return their crap subscription box, while gifting them the $135 I spent? I will never order from them again.

I ordered a hair product as a gift to a friend through this site.
The package never arrived.
When I reached out to customer service to resolve this, they said they couldn't resolve it with me because the package was shipped someone else.
Even though I placed and paid for the order.
So now I can't get my money back.
And if my friend ever wants to receive his gift, he has to try and resolve this personally with the company.

Trying to do something nice for someone I care about. Instead, it's a headache for us both.
Really frustrating.

No solution on a broken order (see photo's)
They asking for photo's again and again and again.
Send the photo's the first time and a couple times...

If everythings goes well maybe it's okay but when there is a problem very bad service.

I make several orders with Look Fantatsic every month. I should be one of their most valued customers. I have instead had my account closed down by the Investigations Team for the volume of purchases I make
I queried one item in the 5 years I have been a customer as it was a fake product they had supplied me with.
CS team and online chat is beyond useles and according to them they do not have a head office that I can contact about my concern nor am I able to escalate their decision as this has been done and account has been deactivated.

I was unable to spend my GIFT vouchers at the checkout. I sent several emails and no one gave me a helpful answer. I tried to escalate the issue but they do not have phone number. I now have £150 of gift vouchers that I can't spend how I want.

You're not allowed to use 2 vouchers at the checkout and then if you have a discount code money comes off your voucher... - is this legal?
No help - do not buy gift vouchers or go somewhere else.

Ordered a £202 Tom Ford aftershave for a gift for my son on his wedding day. Tracking said it would be delivered a week before the wedding. Yes you guessed it the wedding has been and gone and the aftershave has not been delivered. Over 200 text messages between me and LF constant wait 24 hours then 48 hours then 3 working days! I have repeatedly asked for a refund but to no avail they lie to you and you have to keep re explaining what's happened no one reads the messages. Emails bounced back so all had to be done on text. Do Not give them your money.

They sent me a shipping notification for a product I ordered with a tracking number etc. I followed the tracking for a week because it was a very expensive item. After week it appeared to be stuck at customs, only when I called both carriers neither of them had any info about the package. Turns out it haven't even been sent.

Terrible company to order from. Highly advise against ordering anything from them.

I never got my order. Fastway never even attempt to deliver. I contacted the customer service which is horrific and useless to deal with. I have been trying to resolve this a week now but nothing so far. This company is a waste of money and your time. Use some other company with trustworthy delivery service! I will honestly never use this company again.

Order arrived half missing and damaged items, slowly resolving each one in a very drawn out and painful customer service process, it feels like they hope you'll give up, no one can actually be that bad! Suspect delivery packaging too. Over 2 months later, one more item to go and even that they're disputing. They should not be trading!