Lookfantastic Reviews

Name: Lookfantastic
Address: Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire
Rating: 1.28

1.3 Rating 1,420 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,420 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Phone:

0844 249 5022

Location:

Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich
Cheshire
CW9 7RA

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Lookfantastic 1 star review on 11th April 2025

124

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hell company to deal with..dont go tbere, save yourself the grief & mental stress. Their inability to communicate, answer a simple question astounds me. Trying to get your money back after their mess up is impossible. Took my money and goods were not in stock..failed to inform me. Now trying to get money back is a nightmare. I WILL NEVER USE THIS COMPANY AGAIN, NOR WOULD I RECOMMEND. SO UNLESS YOU WANT STRESS IN YOUR LIFE..DONT DO IT. 1 STAR IS TOO HIGH. IM FUMING.”

Helpful Report

Posted 3 years ago

“Absolute joke! I have ordered something at the beginning of February and still waiting for my order. I have contacted customer service which was absolutely useless. I have asked them where was my order, but they weren’t able to provide any information. I was just told someone will contact me. After 2 weeks I have contacted them again, spoke to Demi-Lee on a chat, she said same shamble that they don’t know and someone will contact me. I have asked for my order to be cancelled as this wasn’t acceptable and I want my money back. She was very difficult to talk to and I have asked her to send me an email confirming this was requested. She said it wasn’t possible??? Then finally she did! Miracle! After another 2 weeks I have contacted them again! No one knows anything. Now they are telling me they have requested, although it was requested 2 weeks back??? This sounds to me like a fraud or they are struggling with money and not returning them back! I would NEVER EVRER recommend this company to anyone!”

Helpful Report

Posted 3 years ago

“I wouldn't give them even one star if I could avoid it. I was VERY disappointed in the products (three boxes, two of which contained the same VILE bright pink blusher). Poor customer service. I took out a 3 month subscription which they continued to collect telling me I could have turned it off, as I didn't know it was on I couldn't! Absolutely disgusted. I find it strange that on their site they apparently get 5 stars. AVOID!”

Helpful Report

Posted 3 years ago

“Was given a £100 gift voucher. Spent £30. Went to buy other items but was told the code no longer works and customer services advised that you had to spend it in one go as stated in their terms and conditions. ‘Which’ states the company issuing the voucher should include any important terms at the point of purchase. This didn’t happen. In the description for the gift code when buying it, no where does it state that it need to be spent in one go. When receiving the code, no where in the email does it state it needs to be spent in one go. They refused to refund me the £70. Absolute con of a company.”

Lookfantastic 1 star review on 28th February 2022

Helpful Report

Posted 3 years ago

“I don't often submit reviews but feel compelled to warn of the appalling customer service. I ordered perfume at the beginning of December and although I received my order relatively quickly, I was sent the wrong item. I returned it via tracked parcel force. Three months later I am still waiting for my replacement. The standard response it that my replacement will be dispatched once my returned item has been received by their warehouse. Feeling annoyed!”

Helpful Report

Posted 3 years ago

“My friend bought me a gift voucher for my birthday. I was so excited when I went on the app and I saw the discount offered. I applied the discount code to my purchase and then went on to apply my gift voucher. It would only accept one or the other. When I contacted look fantastic they basically told me the discount codes don’t work in conjunction with a gift voucher and I should check their terms and conditions. In all my years of buying and receiving gift vouchers I have never had this experience. As I pointed out to their customer service team, can you imagine going into a shop with your gift voucher and paying full price during the sales. I will not be mentioning this to my friend as I know she will be so disappointed. We have always raved about look fantastic and their great offers. That’s the main reason why she would have had chosen this company. I was just about to subscribe to their monthly goody bag. I won’t be shopping with this company again.”

Helpful Report

Posted 3 years ago

“One of the worse company I never seen before like this . I ordered 27/01/2022 today is 23/02/2022 I didn’t receive anything. I spend 219 pound I contacted them 4 times always they are saying after 48 hours they will contact me but they never even contact me I want my refund money they are not giving anything please if anyone help me what should I have to do I recommend to everyone please don’t buy anything from lookfantastic one of the disgusting company .”

Lookfantastic 1 star review on 23rd February 2022

Helpful Report

Posted 3 years ago

“Absolutely horrible customer service. Don’t expect them to help you with damage goods or anything else apart from standard procedures! My quite expensive brand, hair conditioner arrived licked with damage unusable pump ( 1000 ml ) and I had to push for return. They weren’t able to offer any other solutions apart from an apology!”

Helpful Report

Posted 3 years ago

“My order never arrived and they are refusing to refund me. First they said Customs is holding it, then when customs confirmed they aren’t holding it they said they were waiting on the delivery company to update them. I’ve asked repeatedly for a refund and they’ve refused. It’s been more than a month…fraudsters I’d say.”

Helpful Report

Posted 3 years ago

“I’ve never had to write a bad review before but Lookfantastic failed to deliver a pillow case ordered for Christmas, have had to email the company several times but with alway get a unhelpful response. I just what proof of delivery or a full refund.”

Helpful Report

Posted 3 years ago

“The worst shop ever. If you are ordered smth you cannot cancel it (never) ,cause "they are already work on delivery (even of its 8 in the morning in Saturday). Deliver is never in time etc. Don't recommend.”

Helpful Report

Posted 3 years ago

“Parcel not received. And their contact center is unavailable . Stay away at all costs”

Helpful Report

Posted 3 years ago

“I don't know how they leave this page operate lying people!!are there any structures who control this???all we have had the same bad experience!never received our parcel!!why nobody is taking any measures against this fraud company”

Helpful Report

Posted 3 years ago

“APPALLING My order arrived with one of the serums shattered into pieces and it made a huge gash in my hand and caused me to bleed and almost faint. I can’t stand the sight of blood and had to buy replacement presents as the items I ordered were contaminated. I took a picture and sent this to customer service straight away and closed the parcel and put it out of sight. I talked to a few people on the live chat and they were friendly and told me to wait 24-48 hours. It had passed this time and I contacted again today and was treated horrendously. I said I could not provide extra pictures due to the blood and I was told nothing can be done. I said that was fine I would return the entire order and I was told this wouldn’t be possible either and that MY RETURN WOULD BE PLACED IN THE BIN AND MY MONEY WOULD BE LOST. Those are the exact words “Millie S” from customer service used. I have now apparently lost my money and been left with a huge injury. After my family have spent thousands ordering from here, I am appalled. I am within my rights to send back my order and cancel my contract with you after you have sent me a damaged product and injured me. I will be escalating this further if customer services does not help. Do NOT order from here.”

Lookfantastic 1 star review on 7th February 2022

Helpful Report

Posted 3 years ago

“Two parcels ordered at different times never arrived. Customer services designed to fob customers off. Poor service and will not escalate complaints.”

Helpful Report

Posted 3 years ago

“I really can't be bothered to go into the whole ordeal I've had with this company. Do yourself a favour and avoid. They definitely pay for fake reviews on trustpilot and app store. Garbage company.”

Helpful Report

Posted 3 years ago

“They are a DISGRACE of a company. I ordered from them over €200 worth of stuff on black Friday 2021 and I am still awaiting products, February 2022. I have been in contact with them non stop to incoherent agents who never seem to follow the thread of communication and keep fobbing me off. I am furious with their lack of customer service and down right unprofessionalism. I will NEVER order from here again!! STAY AWAY FEOM HERE!”

Helpful Report

Posted 3 years ago

“Ordered an expensive perfume (100€) for my mom as a gift for her birthday. Ordered it on the 2nd of January, “shipped” the next day and due to arrive between the 7th-12th. Every time i checked the tracking link THEY gave me it said no reference of your parcel. Emailed them on 3 different occasions about this, I even gave them time to just ship it then and there but was told every time that my package had DEFINITELY been shipped and they couldn’t deal with my complaint until the 24th when it had been 21 days since it had been “shipped.” On the 24th I was given a digital form to fill out with the option of completing it electronically or printing it out. This sheet was to inform the police and delivery service of my missing parcel. Sent it back filled out digitally and was then told they couldn’t accept it because my signature had to be handwritten. Emailed them back saying That they had just told me I could do it electronically and magically I was given a refund after that. My package had never been shipped. They did not apologise or offer to send my parcel out again. They waited 21 days to deal with me just to refund me knowing it hadn’t been shipped the whole time. 24th of January and no birthday present for my mom who’s birthday was on the 9th. A joke. Had a friend who told me they had the exact same problem and that they just got a refund because their product was now out of stock after “definitely” being shipped. Worst company ever do not order from them.”

Helpful Report

Posted 3 years ago

“I have been a loyal Lookfantastic customer for years. Lately, the customer service and the whole experience has been absolutely dreadful. The first problem was -- I was waiting for one of my orders for more than a month, but they tried to to make up for it by giving me 20% discount. Which didn't work. When I raised the issue with the customer service they couldn't do anything about it, but they gave me a £5 voucher (which again, you guessed it, didn't work) The tipping point for me was today when i wasted about 3 hours trying to place an order but it wouldn't go through. I kept updating all my working cards, but it wouldn't make any difference. when again reached out for help, they told me to update the card (which I did many times; all of my credit and debit cards which work perfectly fine elsewhere, as a matter of fact, the payment went through just now on etsy with one of the cards) So, I am very disappointed and frustrated that i wasted so much of my time with them after spending a lot of money over the years!”

Helpful Report

Posted 3 years ago

“I ordered six boxes of hair dye. It was supposed to be delivered between the sixth and 13 January. It was. Package was completely empty torn apart. Post office left a sticker saying that package was delivered unsealed damaged and without content. I immediately went on the chat board, Talked to someone named Autumn, Explained the situation. No one told me I needed to send pictures or copy of the invoice, nothing. She said it would be 24 to 48 hours to see if I could get approved for a new package to be sent out so I waited. No email no nothing waited almost a week. I get back in touch with Autumn and she says oh yeah you’ve been approved your order has been sent. Great! I waited waited. Today I checked the mailbox and there’s a package… With one box of hair dye. So here I go again. I am told I need to upload a picture of the label. Thank God I kept the box. After numerous tries of trying to upload the picture which would not go through I am told that I need to download this PDF and it needs to be hand signed. I had surgery on Friday I can’t move let alone try to get this sent off . So I get back in touch with them again and this time it says chat is unavailable SMH 10 minutes ago I receive an email to check the message board. “Mary you will be HAPPY to hear that we sent your order out on the 15th and you should be receiving it any day.” I already told them God knows how many times today that I got the package and there was only ONE box of hair dye in it . How hard is it for employees to understand, to read an order invoice that literally shows how many boxes, how much I paid and the order number. Why would you send me one box of hair dye when I ordered six?! So tomorrow we are going to have to do this all over again. My last order before this one the box came completely torn apart but the hair dye was still intact. I wanted to give them a second chance because I like the product and the color is hard to find .You need to do better by your customer base, this is unacceptable”

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,420 reviews