Lookfantastic Reviews 1.530

AVOID! Do not order from this company. I made an order on the 24th Feb for my daughters birthday. On the 25th Feb, I was at work and the parcel was apparently left on my doorstep, when I got home nothing was there, I checked with neighbours and nothing. I contacted lookfantastic via email and their website and this is where the nightmare starts. They take days to get back to you, the live chat and phone number are non existent. When they finally got back to me they said they would resend the package but it took so long that my daughters birthday has been and gone. I explained and told them not to resend it as I no longer need it and told them refund me. I then received an email today stating that part of my package will be arriving today. They said once I receive it I can return it but they’re are still only sending part and are not refunding. I’ve now got to contact my bank. This company is incompetent. Avoid at all cost! If I could give 0 stars I would.

I am genuinely shocked by the level of service I have experienced with LookFantastic.

I placed an order worth £327, which was supposed to be delivered last week. What followed has been the most frustrating customer experience I have ever had.

The delivery was mishandled by DHL, and instead of resolving the issue efficiently, I was sent back and forth between DHL and LookFantastic with no one taking responsibility. I spent an entire morning calling DHL (being redirected to voicemail repeatedly), using their virtual assistant, and emailing customer service — only to be told to contact the sender.

LookFantastic’s responses have been slow and unhelpful. At one point, I waited two full days without any reply. Meanwhile, my parcel was marked for return, then supposedly rescheduled for delivery — I even had to arrange for someone to stay at my apartment to receive it — and it never arrived.

It has now been almost a week of delay, uncertainty, and complete lack of clear communication.

For a £327 order and as a loyal customer, this is simply unacceptable. The time wasted, stress caused, and lack of accountability are shocking.

I expected far better from a company of this size. Based on this experience, I would seriously reconsider ordering from LookFantastic again.

Do NOT recommend this company at all :( yes the discounts and sales are lovely but when it comes to delivery service and contacting customer service - it is shocking.
Delivery was made to my address but I wasn't in - left on doorstep for world to see and subsequently lost/stolen. Reported to CS and still no response or noted that it was being investigated. Really not happy - will be contacting my bank for refund as still unable to get in touch with someone rather than an AI bot

Absolutely awful
My parcel was damaged at the DHL depot,I told them at the beginning of the week, then the end, once I’d given them written proof from DHL,they still tried to delay it longer until I insisted on the complaints dept , which I never got
I’ve asked for a refund but as of yet nothing
The phone number they’ve provided to PayPal is no longer working,they only use either a bot or if you can get through to a web chat are useless
It’s a real struggle,which is a shame as they used to be so good
Certainly won’t be using them again

Reply to Natalia
Order number 743131414
Still no action on the order or refund initiated

I’ve spent hundreds on this website. Got to level 3 and was offered products to test for free in exchange for reviews.
They let me order the product then cancelled it and made out I’d cancelled it. Imagine looking forward to something and then it be cancelled their side for no reason and be told to re order and the free items no longer available. I’m not ordering from them ever again.

Absolutely dreadful, please avoid! I ordered 4 items including an aftershave for my husband's birthday. When the parcel was delivered it was suprisingly light and whilst it was closed I was shocked to see that the back of the package was merely folded shut. I was able to fit my whole hand in and remove items without opening the package. I opened the parcel to find the aftershave missing. I started the returns process and from that point things became even more dire. LF refused to refund or replace the aftershave and permenetly closed the case. I sent photos which they said that they had reviewed but could not have done as the case was closed, apparently escalated and kept closed all before I sent my pictures! I have tried multiple ways of contacting to no avail despite insincere platitudes on social media. No follow up, no proper communication, no contact details or named contact, unhelpful and clearly dishonest responses (e.g the claim the photos were used to review when they didn't even have them). No phone number - head office number is 'out of service' . £116 might be a small amount to LF but to me it is alot of money and I was unable to get a replacement for my husband. I am trying to use my bank to get the money back but at this point my login details for my LF account are now 'incorrect login credentials'. I feel so upset about this whole ordeal. I can't even get an answer as to why they do not use secure taping on their parcels containing high value items to prevent the inevitible thefts that happen. Save your money and sanity and look elsewhere because if you EVER have a problem then as the customer you will be the one paying the price and losing your money.**EDIT - They have deliberately closed my account and are preventing me access. This is because they have reviewed it and said the item was packed. They have stated nothing about the courier which they are also responsible for in terms of making sure the item is delivered. This is despite my bank issuing a chargeback claim which is live. Also the message from 'Stephen' below is a lie as I have recieved no message!**

I loved the products!

Fant en limetid edition vare jeg hadde leta etter en stund . Super glad ! Men skuffelsen kom raskt da krav om toll og pakken lot vente på seg . Ikke VOEC registrert så du vet . Trodde en no registrert side ikke kom med tollkrav .
En liten ting blir fort kostbar med frakt og toll .
Produktet derimot - fornøyd !

Ødelagt mascara og tok en evighet å få den

They received my return and said they can’t refund me yet as the system is down . That’s not my fault and it’s a £150 order which has taken over a month to refund me

DON'T USE THIS COMPANY!
Things don't work and you can't get hold of them.
No phone number, no live chat - nothing.
I ordered something and they say its despatched - sitting somehere (with Evri??) - no one knows and I can't hold of anyone to find out.
Thank god I used my credit card for this so at least I have a way to get the bank to get my money back.

Ordered on the 13 December an expensive amount of presents for Christmas.informed it was dispatched on the 14th, ready to be delivered in 48 hours, tried to contact on the 18th to find out where it is, no chat option, so emailed. Contacted Inpost due to no contact at all from lookfantastic, they were helpful and said they hadn’t been able to collect from look fantastic. Today 22nd still no email response, chat function has returned and get a bot who said it was dispatched on the 14th as the answer to my questions and offered a replacement after Xmas. Requested refund to go to boots and buy and being told 3-5days after Xmas. Never ordering again.

Order no. 724350901. Ordered an expensive fragrance (over £100) 9 days ago. Very next day it was marked as dispatched but the courier has yet to receive it. Customer service is dire, non-existent in fact, and I am left helpless, not knowing what has happened to this purchase that was intended for a birthday present. Unacceptable that customers cannot speak to a human in these situations. Lookfantastic obviously do not care one bit about their customers, we are not valued at all, but treated with contempt.
Dreadful company, DO NOT USE.

I placed an order on Tuesday, it’s now Friday and the order still hasn’t even been dispatched. I contacted customer service and received nothing but generic “peak period” excuses, even though standard delivery clearly includes both dispatch and delivery.

No idea on when the item will be dispatched let alone received. Sort out your delivery times instead of lying to loyal customers.

Highly recommend to avoid this company!
Have made two orders and still waiting for them to be despatched few days later, but money has been already taken and nothing is happening!

i have ordered a few items from this company and guess what , no sign of it.There is no contact number and the chat box does not understand anything you put in. I have left messages and nothing. Shocking company. Avoid.

I’ve ordered many times before from this company, but recently had issues, and being fobbed off with excuses …

UPDATE.. After emailing higher up, my parcel has now been dispatched, and I have now received it!

There is absolutely no way to contact this company, despite the fact they have taken my money and failed to deliver the items I paid for. I regret not checking the reviews beforehand, as I would never have placed an order with them. I will be avoiding this company in future. They also state in their confirmation email that “payment will be taken within 48 hours of dispatch.” However, they took the payment immediately, and more than 48 hours later my order still hasn’t been dispatched. Completely unacceptable, bordering on fraud.

How do you actually get to speak to someone in customer services at your company? I can’t see the Live Chat option and have messaged as my parcel which was supposedly delivered yesterday by Evri has not arrived. I’m really unhappy as the only response I’ve had is a email saying you apologise for the delay in delivery despite the tracking showing it was delivered yesterday so want to speak to someone to find out where my order is!!