Lookfantastic Reviews 

Having been a good customer for over a year I have just discovered their customer service which is non existent. Refund refused for a Christmas present because the box had been opened and the wire unclipped (straighteners). It was clear they hadn’t been used. Furthermore if you use the site via TopCashback and they advertise extra cashback- don’t expect to receive it on large orders. I will never use this site again and would strongly advise no one else to. Very very disappointed

Ordered my usual products on this website for a change, to make the most of the sale and the benefits that were advertised. I was going to order 3 units of a product, but ordered 4 in the end, as I was told I was eligible for a free gift if I increased my basket. I was pleased with the sound of this and waited patiently. One day, I received an email from Evri saying my parcel had been refused (at a drop point, so this is impossible.) THEN, I MYSELF got in touch WITH THEM to enquire about this strange messaging. I was then told that the product (that is actually a supplement I need for my joint condition) is actually out of stock and they can refund me. Firstly, using the messaging that I refused the parcel is extremely damaging, and is essentially a lie, for them not even shipping something to begin with. I myself work in the industry, and I know that if it says a customer refused the delivery, we are likely to take that as gospel, and not issue redelvieries etc, as it is essentially the customers choice/’fault’. Anyway, I was informed that I could have a refund, and I said no thank you, I don't want a refund, I will wait for my product to arrive. I also enquired as to the Beauty Box that I was still expecting, as surely this should have been shipped too? The customer service team are being wildly ignorant and ignoring this part of my query, and having read the reviews here I can see why. They instead have touched on the stupid email issues of ‘free gifts’ (which are also not free or remotely useful) and playing ignorant as to the £110 gift I am owed?! I have since been in a back and forth, saying no thank you, I do not want a refund, I just want the products, or something similar of equal or greater value (again, the substitution policy widely used by drop shippers and online retailers). I then woke up one morning to an email saying ‘we have processed your refund’, which I specifically said I DID NOT WANT. The audacity of this is beyond me. Again, working in the industry, I know this is not an automated process, and someone has manually gone against my requests. Now the customer service agent says ‘I can see the refund has been processed so we cannot issue a replacement’ – which is instilling rage and fury, when there is a whole thread showing me denying the offer of the refund, and offering to wait til the item is back in stock. This whole palava and treatment is so wildly against my consumer rights it is beyond me. This better be actioned quickly as I am on my last nerve with this absolute joke of a company.

Ordered a product that advertised a free gift with over £75 purchase. The gift advertised was so lovely that I chose to pay extra for my purchase which I could have got much better value else where. When arrived the gift of £110 value was minus 6 items advertised replaced with 1ml sachet sample sizes. This was disappointing so mentioned to customer services but this was even more disappointing how my complaint was dealt with. They explained it was completely normal to not receive what they have advertised and finished the complaint by saying have a nice day Goodbye. This person is not capable of dealing with complaints and has lost LF a 15 year plus customer. This could have been dealt with rather than winding up an already unhappy customer.
I still do not have an answer to why a false photo has been used other than this is completely normal

I would give 0 stars if I could. My experience with Look Fantastic has been an absolute nightmare. After ordering products on 29/12/24, I reported them as damaged as soon as I received them. One replacement item was sent (out of 7 items) and then I had to wait a ridiculous 21 days for the rest. When the replacements finally arrived (too late to give as Christmas gifts as intended) some of the items were missing and others were damaged AGAIN.

What followed was an appalling display of customer “service”. Every attempt to resolve the issue through LF’s website failed because it wouldn’t accept my original order number OR the replacement order number. I’ve spent countless hours chasing their so-called customer service team, who have been nothing but unhelpful often repeating the same incorrect information about how to return the products via a website form. The lack of accountability and the constant runaround is shocking.

It is now over a month since I first reported the issue, and I am still waiting for the correct information about how to return the items and for a refund for the damaged items. The sheer incompetence, lack of communication, and disrespect for customers’ time and money is unacceptable.

Look Fantastic is anything but fantastic. Their service is a disgrace, and I will never shop with them again. If you value your time, money, or sanity, avoid this company at all costs.

Disappointed with the customer service. Promised a £110 value gift box if you spent £75 and sent the box missing multiple items and instead with free samples. I’ve tried for the past week to get in touch b with customer service and have been ignored. I was emailed ‘oops and offered £5 (not even close to the value of the missing items) at this stage id never order from here and encourage others to avoid.

This would be 0 stars if possible, on the 15th of November I placed an order costing me £377.73 this was with savings so you could imagine how much I’ve ordered, it was also a gift. firstly evri put it out for delivery then all of a sudden there was a delay which can be expect a week later still nothing have then got in touch ect, then I went on to my tracking for an update, had come up delivered a picture of this being dumped somewhere (not handed to me or even left at my door) look fantastic have been 0 help to me I’ve been messaging them from then. it’s now the 6th of January I am still out of pocket of the full amount no refund given, no other items sent out and as this was a gift I had to re purchase it all. Keep getting the same reply it’s being investigated doesn’t take weeks upon weeks to investigate and leave a customer out of pocket or even some form of update to where you are in this “investigation”, you use the courier therefore it’s your responsibility I haven’t got it this wasn’t brought to me or my address and it isn’t fair how much I’ve sent message to try get my money to to receive nothing, no help, no resolution. Absolutely shocking from look fanatic to treat a customer this way! It’s a cost of living. Feel like I’m needing to beg for my own money back never ever experience anything like this in my life!

Ordered over a certain amount to receive the best of 2024 gift set. The only reason I spend over the amount which was a lot of money was to receive this box as it looked great. The box came and 4 items missing from it, when contacting look fantastic they said oops we used the wrong image you received all your items in the box. This is not acceptable to be advertising items for them the not to turn up and it is very dishonest from look fantastic as my friend received all gifts in the picture shown. Won’t be using their services again.

I used to order from Lookfantastic for years now as the products always came on time and well packaged.
However this is the second time in a couple of month when I have issues with them. First, they wouldn’t let me use my rewards points or the 20%off for using the app for the first time yet I was eligible for both- then the points expired from one month to another .

Now they advertised for gifts if you order for £75 . One of the gift I haven’t received at all and the other one was more than half replaced with some samples (other companies are offering those samples for free when you order a product or more) .

After I got in touch with the customer service I’ve got an email saying : ” Oops! We made a mistake meaning that the incorrect image was displayed for the gift attached to your order. We can confirm that the items you have received are correct and you are not missing any items from your gift.
As goodwill gesture, we have applied £5 account credit to spend on your next order.”

What a stupid excuse! A company that respects its customers will never send this kind of emails nor made this kind of mistakes. And you can keep your credit I don’t need it!
Shame on you!
And of course I’ll delete my account as I will never ever order from you again.
Happy new year!

Terrible service. Briken goods, not usable at all. Parfume with broken sparay, spoiled my New year.

False advertising bad customer service it’s Christmas so u should honour the free gifts to ppl when u didn’t state it’s for new customers only and subject to availability and u lied on the phone. I’m selling my stocks can’t trust u lot. Pce.

I have returned an item ,paid for the postage and sent proof of delivery and look fantastic have sent me three emails, one saying they haven’t received it, second one saying it may not have been scanned and a third one saying that they now don’t have it and to wait another 15 days. I. Refer the funds back to purchase another Xmas present. I accept ale customer service level and making excuses to give refund … will not be ordering again from them. Not interested when issues need resolving. Avoid !

Will not deliver your items and will close your account if you request a replacement or refund

Would not buy from again, I ordered a perfume gift set at the end of November. Delivery was meant to be between 3-5 days. It was finally dispatched over a week later but Evri lost the parcel. As this was a present for someone I requested a refund but they said they had dispatched me another and as it was in the dispatch process, I couldn't request a refund. This was now 8 days ago. It still hasn't been dispatched, but they still won't refund me. It's hard to get a reply, and when I do it's always the same. They have done absolutely nothing to help me. I have since ordered from the fragrance shop and my order arrived 2 days later without an issue. It's a shame lookfantastic couldn't do the same.

Absolutely awful customer service! STILL waiting for a refund even tho i have had so many messages saying it has been raised to refunded! Absolutely shocking. Worst experience ever. Don't recommend at all! If not received the refund will be requesting it via the bank!
Edited - now saying it's being investigated! Absolutely shocking, I have no product and no refund. I will be getting my money back! 5 times it's supposed to of been raised! Absolutely shocking!

Awful customer service. Ordered an Olaplex set nice and early as needed to then ship it abroad as a gift. Heard nothing for ages and then got a message to say it was delayed. Really unhelpful (non-human, I think) replies keep telling me it’s out of stock (so why let me buy it in the first place, and not say anything for over a week?) but that I haven’t been charged so they can just cancel it, if I like. Except I HAVE been charged. I wonder how many people have lost track of their statement and let them steal money this way, with payment taken but no product sent? Appalling. I will never, ever use this site again.

Terrible, will never use again! Ordered 3 days ago for 2-4 day delivery. Status still says processing and when I emailed just got an autoreply saying thanks for my patience! No way of contacting them and no phone number.

Ordered perfume on 4.12.24 and the payment taken same day. Delivery expected within 3/5 days. My account just keeps saying processing all the time. It’s now 18.12.24 and still no delivery. Three sets of generic messages sent to me to say handling as matter of urgency!!!! Have sent second message asking for non generic reply and let me know if order will come in time for Xmas. Good service previously however really disappointed this time.

They sent me a parcel that had all leaked . Should have been boxed . Sent It back . They received it on the 6th December . Then sent me another message today saying they received my parcel . The messaging service for customer service shocking . Not getting back to you . Still not received my refund . Fuming

Completely the wrong items were delivered on an expensive order. (not slightly wrong - completely different items which cannot be used)

Support staff refuse to correct the mistake and send the correct products, until they have received the incorrect items back - time and effort on our end despite their mistake. AND their support portal errors out when trying to complete the return with the voucher they provided.

[I am dealing with this on behalf of my partner as she does not have time to argue and resolve]

If I could give 0 I definitely would!!! Online customer service been horrible and waist my time for all week.. I never had issues before, with this company. But I got my order and the product been damaged. So I send pictures off it, and asking to send me a new so I can bring the damaged one.. the conversation going nowhere it’s very annoying.. never again
The costumer service keep asking the same things every time it looks like not person talking to me.. I feel very frustrating about all situation.. please about the costumer care how don’t even care about people. Also the product was present for my mom, so I end up getting her something else