Lookfantastic Reviews 

Dear Lookfantastic,

I have sent a formal complaint letter to your emails regarding the repeated failure to provide several outstanding invoices from previous orders.

As stated in the letter, we require a full resolution and submission of all pending invoices by Friday, 11th April 2025, in line with an ongoing VAT compliance check by HMRC.

Your immediate attention to this matter is both expected and appreciated. Kindly refer to the email on any of the emails listed above for the complaint letter and invoice list.

We need an urgent response to this query.

I have recently made a purchase for over £200, the product was never delivered and proof was sent to this company. They contacted the courier who said it was lost in transit! Then I received another email stating they were waiting for the courier to return it. Return what I thought the courier said it was lost! Next day they said they would send a replacement and I have heard nothing! My order has been fulfilled on the website even though I haven’t received it and the replacement hasn’t been confirmed by any courier. To top it off this rude company now have my money and are ignoring my messages, and won’t pass me to a complaints department. No product, no refund and not responding to emails!!

UPDATE
*** Just shows what a poor review can do! The order was sent out yesterday and I received it today thank you! It shouldn’t have come to this though, your team should have been on it the moment I proved the courier hadn’t delivered it. And my questions should have been answered not ignored. I appreciate the credit to my account ***

LOOKFANTASTIC horrendous customer service. Ordered 2 items, expensive items, their courier has claimed they delivered it at midnight! We have cameras which confirm I have not received any deliveries. No phone number and chat customer service lead one chat to another without any resolution. Now they are holding my money, refuse to give me a call and are playing games! Avoid them like the plague. Please be vary. Don’t use these people!!! They are thieves!
The order number is 654350995 - they use this standard message below to reply but never resolve!!

Took my money - three items were missing over £100. All xmas presents so I had to buy new ones the day before Xmas. Still not received refund even though chasing multiple times and now they have closed my account and say I do not exist!!!!!

One month on and I am still waiting for a refund of goods not arrived. Over £200 worth. Posted on IG and lots of "customer services" people with heart emojis saying willing to help, but you get absolutely nowhere. Two forms filled in, countless emails (always to a different person and always me chasing up). I should have read reviews before ordering. Never again!

I placed multiple orders for Christmas at the beginning of December. One of the orders was missing two items. I have been chasing the poor customer service team since 10 December to be told my complaint is under investigation. Today I went to check whether this had been solved and Look Fantastic has deleted my account, my items that have been paid for are still missing and cannot make contact due to the account being close. Awful customer experience. Order number 639568961

ORDER NO. 638426683
Ordered an expensive BondiBoost Hairstyler, only for it to arrive used, with someone else's hair in the brushes and broken pieces from the handle, sprewed within in the bag it came in. The item is broken with many pieces missing. The handle of the main part is dirty with brown makeup marks.

DISCOUNT Codes do not work:-(
and I have not seen your Message.

I ordered something i wanted for very long time. But i didn’t know that im gonna deal with an irresponsibility, insanity, deception and fraud! I ordered a hairstyles 01.10.2024, today is 30.10.2024 and i still have no idea where is my parcel! This order is untracked and moreover, it is not even known what kind of mail service it is and whether it exists at all. I contacted customer support a huge number of times, but they constantly wrote me all sorts of nonsense, moreover, the rhetoric of these meaningless "employees" of the site was constantly changing. Then they tell me "wait a little longer" then they tell me "you need to print out the form and sign by hand that neighbour has not signed for the delivery on your behalf” then they tell me that they sent a replacement product and I have to wait for an SMS confirmation within 24-48 hours, of course nothing comes to me during this time since these are just stupid promises, I contact again and I get the same messages, it's like I'm in a loop! No one wants to explain clearly to me what is going on and where the product I paid for is located! order number 609734505

Worst customer service and worst experience online. Wont be buying or recommending this page to nobody.

I ordered some Jo Malone perfume around 2 weeks ago now as a gift for my mums birthday! I have complained because the perfume was not in its original packaging and smells off!

Been in touch with an agent SIX times, sent pictures in on SIX occasions, no resolution, no feedback, kept getting cut off and told to wait 3-5 days for feedback…chased and chased. Completely unacceptable treatment, will not be using this company again and wouldn’t recommend to anyone.

Most websites offer an 15-20% discount on your first order, it's a nice way to make your acquaintance and also to get rewarded that you as the customer are placing your trust into a new webshop.
I downloaded the app but still didn't receive a code.
Without the discount, it's not worth the risk to place an 2k order, especially with the expensive sending fee and customs/VAT that still has to be paid upon arrival.

I really wanted to order from LookFantastic, even after reading the reviews that weren't so positive from Norwegian customers.
I will update my review if things change or I have made a purchase.
Update 1: I've answered the request to provide my account info, my e-mail is the same one used for making an account on no.lookfantastic.com :)

BEWARE!
I have been a loyal subscription customer. This morning my account was hacked. Fortunately I noticed just after over £700 worth of orders were placed, they were ordering more as I tried to cancel. I reported it to look fantastic immediately and they cancelled the orders then my account disappeared. I have no idea how what is happening. For fraud look fantastic think it’s acceptable to give you feedback in 3-5 business days. They allowed someone into my account to steal my financial details and have ignored me since. Do not give them your card details.

Update: I’ve found out via the messenger service that my account has been cancelled, I’ve lost all my loyalty points because I immediately noticed the fraud they allowed to happen and reported it. Thanks look fantastic! Great customer service:)

Hi Jess,

I still haven’t been contacted so please do not lie. You do not take fraud seriously. The matter has NOT been resolved

Further update 17/05/24: I have just been advised via the messenger app that my account is still under investigation. If you read this DO NOT subscribe to lookfantastic, they allow your card details to be used and you have no way to contact the fraud team or find out how the account was hacked, you get automated responses from the messenger service. They do not care about customers

I received a damaged item. Contacted customerservice, and Kate resolved my problem by sending me a new item! Thanx for excellent customerservice!!

Never received my parcel that I waited weeks for, without proper explanatiom on why. They should definitely offer another type of international delivery if they cant deliver a package. Also they didnt refund me back the full amount that i paid.

I ordered for a month ago and I haven’t gotten my package and I can’t send you an email.

This is another review as I am incredibly frustrated about a new topic. I ordered a NuFace device and it was completely dead when I opened it. I am getting so many different answers about how to get it replaced and none of them follow up. Links don't work, forms are the wrong ones and I am not out almost $200.

Ordered an expensive gift which was guarantee delivery for Christmas. It was delayed several times and I got an update that it was damaged - courier came to my door yesterday with the damaged parcel and said he’d return it so I could get a refund or replacement. The courier has not updated this on tracking apparently and so look fantastic as saying until this is done they can do nothing. I paid for an item in good faith - a gift for someone. I do not have a means to ask the courier to do this. It’s look fantastic’s responsibility to chase this not mine as they have the contract with the courier. I now have no other option but to raise with my bank and seek legal consumer advice. Appalling customer service and unable to speak to a customer service adviser. I would avoid using this company for its poor communication and you will be out of pocket

Scam! I got an email telling me that the package had arrived at "the local pick up point" but with no name or address to where this would be (it could be several places in the area). I asked them 4 times where the pick up place is, and their answer was in the end "Norway", wich of course is a Country, not a pick up point. They also refuse to answer if i can get my money back or what happens if it gets sendt back. Stay away.