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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered an advent calendar that had one product missing - many weeks and several emails later, they still haven’t sent the missing item. And no apology at all. Really poor customer service.”

Helpful Report

Posted 4 years ago

“DO not Buy from this website as they don't send you everything and their promotions is FAKE don't buy into their SCAMS, they will not send you everything. I ordered La Roche Creams that were suppose to be worth £36 but thought I was saving because of the offer 3 for 2 Instead they didn't bother sending me the Third one, as its considered free which ended up costing me more for 2 creams.”

Helpful Report

Posted 4 years ago

“The La Roch-Posay 3 for 2 is a scam they don't send you the product that suppose to be for free and then you end up paying more for the other two products as they are cheaper else where. DO NOT USE THIS WEBSITE”

Helpful Report

Posted 4 years ago

“awful, take your money then simply dont care about any products that you might not be happy with or if they are not as described, worst post sale service I have come across”

Helpful Report

Posted 4 years ago

“Was meant to get my 5th monthly Beauty Box this month, and the money was taken out of my account via PayPal by them on the 1st as usual. I messaged them as they hadn't sent my box well after the normal date, and at first they said it would be with me very soon, then days later said they're awaiting payment. I sent them a screenshot of the PayPal transaction and they read the messages and didn't reply, ignoring me. They are also ignoring my comments on their photos. I've seen many negative comments on every one of their photos and I guess I was just hoping it wouldn't happen to me. They must believe they can get away with it, that they have enough happy customers to stay in business that they can screw over a certain amount. I really hope they go bust so they can't hurt anyone again. I used to rave about them on my social media, now I'll be deleting those reviews and replacing them with the updated truth. Very sad as I looked forward to getting a lovely box each month. Hurts to be stolen from and treated like garbage, and seeing them reply to everyone else while ignoring you. Just rude and not uncommon unfortunately.”

Helpful Report

Posted 4 years ago

“I ordered trilogy gift pack and other stuff as well. I find out cream cleanser and toner was missing in box. I phoned them and they ignored. I will Never buy anything from them again”

Helpful Report

Posted 4 years ago

“Something huge has changed with Look Fantastic as their customer service is dreadful and used to be good. I accidentally wrote one letter Incorrectly at the end of my postcode, Look Fantastic have said it’s my fault and there’s nothing they will do, won’t try to help locate the parcel and said I have to wait for Hermes to return, ‘if’ and ‘when’ they do they will they refund me. This was two weeks ago and nothing. I’ve spoken with Hermes who have said they do not have the parcel and said they always blame the courier. I ordered from them as they were offering the product at a discounted price when in fact I have lost my money! Shame on you Look Fantastic, you won’t be running for much longer operating like this”

Helpful Report

Posted 4 years ago

“This company have the worst customer service I have ever experienced! I returned an item at my own expense on 22nd October which was tracked and signed for. After 4 emails enquiring about my refund I have received numerous excuses ranging from warehouse will get in touch once they locate parcel to customer service will respond. I was told on 28th October after basically begging for my refund of £100.59 that it has been processed (3 to 5 working days)! I am still waiting for this refund so do yourself a favour by reading down these reviews and you will notice they only respond to positive reviews if you think I'm just on a rant. Stay well clear of this company if you might want to return anything ,(heaven forbid!!)”

Helpful Report

Posted 4 years ago

“Very disappointing customer service, very lacking in details and blunt when asking questions again another review over pre order of advent calendar, pre order means surely yours gets sent out with the other pre orders then general sale gets there’s ? Very frustrated and disappointed with this company I had heard great things from friends but have not had that experience at all ordered advent calendar in September when pre order opened, and I am still waiting now dispatch of it started 12 oct and a couple of days it will be 12 nov ordering from September 12 not very happy! With this service. I have a feeling won’t be receiving as I have been told over a week ago more stock was coming , will be sent out that week just spoke to someone again and they say it will be shipped but don’t know when! Makes me laugh how everyone else seems to have received especially “influencers , people on YouTube etc” and people are selling on eBay and other sites for twice the price so I suppose we either suck it up and pay double or no doubt have a drama trying to get a refund if it doesn’t turn up! have to wait and see will never order again I know that much, if and when I receive my order that will be the last time! Also to add I brought no 7 calendar and plt one for family and they arrived no problems and that wasn’t even on there pre order This one was a treat for my self, so not sure what the hold up is as I am fed up of being fobbed off with it will arrive when it arrives , we don’t know when stock is coming etc very bad service. I would expect a massive discount If customers are experiencing the same problems what reading the other reviews are, a Part refund and item or a decent apology all I got was Sorry to hear that 😞 Not good at all.”

Helpful Report

Posted 4 years ago

“I purchase a bunch of items October 18 , was told they would be ready for deliver in the 18th Didn’t eat from them for more the a week! When I went to see my order on 10 days later, nothing had happen yet! So I ask for cancel( I wouldn’t need anymore the goods) Got a replay We are sorry that we have not been able to fulfil your request as it has already been posted out to you or has already entered the dispatch process.“ 3 days after I got a email “ We’re very sorry that you still haven’t received certain items from your order 244580460. Please be assured that we are handling this as a matter of urgency and will deliver the rest of your order to you as soon as possible.” 1 st can’t cancel cause are ready to dispatch then 3 days later they are sorry!!!!?!!!?? After 3 weeks I check my order again exactly same status ( nothing happened) I ask again for cancel and again I get this message “ We are sorry that we have not been able to fulfil your request as it has already been posted out to you or has already entered the dispatch process.” I buy all over the world and even with Covid you get my items within 5 days! This is a scam company that doesn’t provide a service and refuses to cancel a ride when the client is in legit reason to do it! Denying 3 times and don’t fulfill there job is a crime! Don’t buy from them ! Do t do it ! I am still waiting that someone ( not a automatic message ) contacts me ! Scam scam scam Will send this to my lawyer( since I have free lawyer )”

Helpful Report

Posted 4 years ago

“hi, recently purchased Molton Brown candle from Look Fantastic spent $40 on it thinking that i was getting the real thing....that did not happen. This site is just a bunch of scammers, also their customer service is very poor. Awaiting a refund on another, that i never received. DO NOT SHOP HERE !!!!”

Helpful Report

Posted 4 years ago

“Customer service is HORRIBLE!!!!!”

Helpful Report

Posted 4 years ago

“I DO NOT RECOMMEND. Customer service is a nightmare, 1. I downloaded this App called “LOOKFANTASTIC” to get their promised discount. DIDN’T WORK 2. Student discount. DIDN’T WORK 3. New customer discount. DID NOT WORK. 4. Referral discount codes. DID NOT WORK! 5. "Live chat" on their app doesn't work properly. IVE BEEN TRYING TO ORDER SOMETHING FOR 2 DAYS, I dont understand why they are promising discounts and then nothing works. I feel dissapointed and I feel fooled. I thought that maybe something is wrong with their website this specific day so I tried again next day, but still the same problem. I tried different browser, I tried different devices…NOTHING.”

Lookfantastic 1 star review on 8th November 2020

Helpful Report

Posted 4 years ago

“I have been buying from Lookfantastic… I have been buying from Lookfantastic for some time now, and more than once I noticed that something was not right with some of the products received (as the previous reviewer also mentioned). More than once, I received quite pricey creams that looked battered and I was convinced were samples. I know this for certain as I have worked in the beauty industry for many years and I know what samples look like. I left comments and reviews on the products on the page itself, warning people about this. . At another instance, I had to send a product back, as they had sent me the wrong shade (foundation), and they absolutely refused to send me a refund. over a month past, I had to start a case with PayPal to resolve the case. The last drop was my very latest order from them a few days ago. I ordered a hair serum, together with other products, which arrived fully damaged. No packaging, no seal with its pump broken. There was literally no pump tube inside the bottle. The product is basically unusable as its quite hard and won’t even pour out. It needs a pump! So, I took pictures of this, and contacted their customer service, asking them to either replace the faulty item or refund me, and here is were their demeaning behaviour began. Firstly, I do not think that they have an actual customer care team, because no self-respecting business would handle their customers in this manner. The first reply to my email was a brush-off apology, offering me 10% refund! I couldn’t believe my eyes. I paid full price for a new product they failed to send me, and now instead of rectifying their mess, they are being disrespectful. I sent another message, already agitated, asking them to please honour their customers and make-up for the mistake they have made. To this, I get another email that looks EXACTLY like the first one, word-to-word, this time they are offering a 15% refund! I felt like I was at a cheap, side alley market with a thief seller that’s shamelessly looking for ways to exploit the customers. How revolting. They never solved anything for me, and I’m sure I’m not the first and the last customer they did this to. I will never again order from them, and strongly advise anyone who respects their hard-earned money and mental health to stay away from this page. Instead, support the smaller businesses, which are not as huge and actually run a respectful business, respecting their customers and operate with integrity.”

Helpful Report

Posted 4 years ago

“Advent calendar farce ! Still haven’t delivered it ! now the beauty boxes are being delayed . Bad customer service on every platform with generic reply’s . No firm of compensation .”

Helpful Report

Posted 4 years ago

“Disgusting service - I have orderered a beauty box - it has not arrived - I cannot get a refund and they keep saying they will get this investigated Do not buy anything from these crooks.”

Helpful Report

Posted 4 years ago

“Never received my product. Its been two months now. Since past two months, its under shipment... Never try using this website. They are theives.”

Helpful Report

Posted 4 years ago

“Oh my! I wish I could give 0 stars to lookfantastic. First of all, if you have ordered something and then in a minute changed your mind, you cannot cancel their order. They essentially force you to wait for your order to arrive and then send it back. Well, you probably think it’s not too bad, just a post office trip and you are done and dusted. But hell to the no, you will have to chase your money. Asking them million times for a refund (I didn’t get it yet) and being fed stories that they are processing the return. Absolute trash. All reviews on TrustPilot are fake. It’s probably one of the KPI’s for their customer service: to write a couple of positive reviews every day. Cause the Hut Group is a bunch of crocks.”

Helpful Report

Posted 4 years ago

“I ordered total of 13x OGX shampoo & 3x conditioner with LOOKFANTASTIC 20 days ago. The Price was per item AED23.05 . They charged me AED368.80 and sent me an information that my order is on its way. The WEIRD part starts from here. I have received small box with 3 items in it (2 shampoo / 1 conditioner) .After first delivery, i received another information that second party will arrivie on 28th of OCT. However it never came. I have called their customer service , sent them an email so many times (4/5 times) First they informed me that my order will be send shortly there is a delivery issue miss communication whatsoever . And then they informed me that the items which i ordered OGX shampoo (BRAZILIAN KERATIN SMOOTH) is out of stock and they dont know when it will be available . They offered me couple of time to cancel the order and refund the money back. However i informed them that i can wait . I dont want to cancel. Yesterday without asking or informing me i received an email that LOOKFANTASTIC canceled my order any will refund my money within 4 to 5 working days. I was shock. Moreover THE FUNNY PART IS , this morning (the next day) i was searching for the same item and guess what!!! They have it available in their website with the price tag of AED34.95 SO after all these false information or forcing me to cancel my order , (BECAUSE IT IS OUT OF STOCK) how come the very early next day less then even 24h it is available.... What kind of service is that . If you cant effort to sale it from AED23.05 why do you advertise it from this price. and why do you charge them ,sending an amount which you like and cancel it whenever they want.”

Lookfantastic 1 star review on 5th November 2020

Helpful Report

Posted 4 years ago

“I purchased Beauty Chest on Lookfantastic website few weeks ago. Hours after I've placed my order, the Chest becames out of stock, and I had a snicky suspition that my order will get cancelled. It got cancelled few days later. It would not be a problem, but in order to get £15 off the chest I have also sing up for beauty box subscription. Since I wasn't getting the full order, I wanted to cancel the whole thing. It wasn't easy, let me tell you. It took countless emails to get subscription cancelled. What's really annoying, they wouldn't let me return October box, even though it was unopen, as website stated that this item is non-refundable. Dear Lookfantastic, a news flash for you, your website also said that Beauty Chest was in stock, but that want't true, was it? Nevermind, I am sure, Cult Beauty will be more than happy to take my money. Be sure to enjoy that £14,50 you have forced me to spend on your website.”

Helpful Report

Posted 4 years ago

Lookfantastic is rated 1.3 based on 1,420 reviews