Lookfantastic Reviews

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

1.3 Rating 1,431 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,431 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

“Apaulling service during Black Friday panic, order placed on the 25th Nov buy the 8th Dec still no order acknowledgement received let alone the actual order, despite contacting Look Fantastic numerous times. They are also withholding a refund as they are saying the order cannot be cancelled. Really disappointed with their incompetence.”

Helpful Report

Posted 8 years ago

“Ordered on 19th November, payment taken that day, estimated dispatch - 20th November. 6th December and I'm still waiting, estimated dispatch still showing as 20th November, order status "processing".... customer services give standard "sorry we are working as hard as we can to dispatch". Awful. At this point I don't know whether I'll ever see all the Christmas shopping I did, or the £102 I spent. Avoid like the plague.”

Helpful Report

Posted 8 years ago

“we did not receive our order, when I chased this up the company were not interested... we are 49.00 pounds out of pocket, do not use this company”

Helpful Report

Posted 8 years ago

“Do not order from this company! They take your money and don’t send your order! Do not order from them!”

Helpful Report

Posted 8 years ago

“EVERYTHING! Ужасный опыт! Никогда не заказывайте там! Мало того, что заказ в статусе "Обрабатывается" уже много дней, но еще и поддержка отвечает автоматическими письмами: подождите 48 часов, 72 часов и так далее. Никакой помощи и ответа. Хотела отменить доставку, понимая, что заказ придет не скоро (если вообще когда-нибудь придет) и я не смогу ее просто принять. Но мне никто не отвечает, деньги вернуть не могу, заказ завис, полный ужас! Написала в группе ВК - никто не отвечает, но нашла много единомышленников: я не одна с таким столкнулась. Полнейший обман! Сняли деньги, а товар по факту не продали - это нарушение закона, и как минимум полная некомпетенция для такого крупного сайта. Я буду писать отзывы на всех форумах и сайтах, чтобы никто больше не столкнулся с мошенниками! Еще надеюсь, что мне все-таки отменят заказ и вернут деньги, но пока полное молчание. Absolutely awful expericence! No personalized answer from support service, no solution to my problem, no feedback at all, they only ask to wait 72 hours, 48 hours and so on. I'm totally dissapointed by such indifferent attitude to their consumers. And I know girls who had the same experience. I can't receive my order, I can't cancel it, I can't return money!!”

Helpful Report

Posted 8 years ago

“terrible experience. the delivery got massively delayed, and yeah.. that can happen, but the worse was the customer service. they took no accountability, total lack of transparency on what was going on or when I could expect the parcel, no effort to resolve. sorry to say.. just do not use them. Amazon has same or better price and 100% reliability”

Helpful Report

Posted 8 years ago

“EXTREMELY UNETHICAL AND UNPROFESSIONAL! I Live in Dubai and ordered a product from LookFantastic and asked them to deliver to my Hotel. They said I should receive it in a week. I kept waiting for a month, then once I followed up, they informed me that they do not guarantee the delivery to a Hotel since anyone can take the product therefore I will not get it. Complete non-sense! So I asked her a multiple of questions which I never had answers to of course since they are so professional. If you do not guarantee the delivery to a Hotel, why didn't you ask me to change the address before? Shouldn't the delivery guy call me before to make sure I'm at the Hotel? I assume you asked for my mobile number for a reason no? In case he went to the Hotel and I wasn't there, shouldn't he give it to the reception? I've been in the Hotel for 5 months now and the staff knows me so they would have informed me in case they received anything. Could you please inform me to whom did your delivery guy give the product to? When and at what time did the guy make the delivery? A list of logical unanswered questions where the support always had the same answer: We do not guarantee Hotel deliveries! The product cost me AED80 (~$20) so it's not a big amount. But it's not about the price, it's about the waste of time, the poor and ridiculous support they have and the way they deliver the products! Wouldn't recommend it at all ...”

Helpful Report

Posted 8 years ago

“A week later and no resolution from Lookfantastic. Their customer promise if to respond within 24 hrs, well, for a week now I have had no resolution to my query. Order number 103346440. you owe me a voucher for the Fusio blow dry. Don't lure customers into buying expensive products by offering a gift and then completely fail to deliver on the promise. You need to make sure your web management works, the link you finally sent me takes me to a list of salons and not to a voucher”

Helpful Report

Posted 8 years ago

“Lookfantastic customer service and web management are very poor indeed. For days I have tried to get a promotional voucher having purchased two expensive Kerastase products, after a week they finally send me an email and within is a link entitled 'your voucher' when I click on the link it takes me to the participating salons and not the voucher I was promised. They have no idea about web management and customer service”

Helpful Report

Posted 8 years ago

“unfortunately, lookfantastic have the worst customer service. I ordered two expensive Kerastase products, which entitled me to a Fusio blow dry. I never received the voucher for the offer, despite many attempts by email and telephone to contact the customer service team. When I finally got through, I was put on hold and finally the line was cut off. I left several phone messages, no response. My order number is 103346440. Do get in touch if you want to retain a customer”

Helpful Report

Posted 8 years ago

“Terrible customer service!! My next day delivery order went missing between dispatch and before reaching the courier. After contacting several times, my order is now 2 weeks late and despite being told several times they'll follow up with the courier and investigate what's happened they still haven't and frustratingly they refuse to refund until they have spoken to the courier. So I am now stuck without either my order or a refund and left having to chase customer services yet again...”

Helpful Report

Posted 8 years ago

“Estimated delivery date was missed. When I queried this as it states on their website that delivery takes 2-3 days I was informed that it's "often 5-7 days". Not good enough, false advertising.”

Helpful Report

Posted 8 years ago

“Don't bother, terrible service. Order sent to wrong address, no apologies or explanation.”

Helpful Report

Posted 8 years ago

“This site is FRAUD! STAY AWAY! They are SCAMMERS! My WORSE shopping experience I ever had! To say they have bad service - say nothing. They simply ignore to answer questions. They are simply SCAM and they cheat their clients. They easy delete clients accounts after receiving payments. After I paid for my order they have deleted my account and refused to answer on my questions! Never ever buy anything from them! Just google and you will find out lots of people have the same opinion! Many people were cheated and disappointed by this shop. Do let them cheat you and your family/friends! STAY AWAY from this internet SCAMMERS!!! Warn others to AVOID THIS SITE! Do not WASTE your time, nervous and money!!!”

Helpful Report

Posted 8 years ago

Helpful Report

Posted 8 years ago

“very unprofessional, they promised to deliver in a certain period, attempted to deliver before the delivery date, refused to deliver it during the agreed day and said they cannot guarantee it will be delivered on the day I suggested, I had to go buy the merchandise from another physical store after waiting for the products for more than a week!”

Helpful Report

Posted 8 years ago

“I ordered over £100 worth of goods with a voucher code for 15% plus a free gift. The free gift never arrived and when I queried it I was told that some of the order didn't qualify for the gift. Had I known the exclusions I would not have purchased the items from LookFantastic because I could have got them cheaper elsewhere. There were no exclusions stated on the advertisement for the code and no link to point me to anything like that. When I explained this to the customer 'support' (for want of a much worse word), I received absolutely nothing back! I emailed the feedback team, I sent another support ticket online, I tweeted and sent Facebook messages. The latter has only just responded...over 3 months after purchase! Nobody is taking any responsibility for the false advertising, nor do they seem open be willing to uphold their offer even as a gesture of goodwill. ASA have been informed. This isn't the first time this has happened either, a family member had the same problem last year and was met with a brick wall. I also notice that LookFantastic attempt to remove or block every bad review of their services & fail to respond to a lot of customers who have problems or take responsibility for their actions. Be warned, you probably won't see a fair report on a lot of review sites.”

Helpful Report

Posted 9 years ago

“TEN MONTHS of aggravation! LookFantastic customer "service" department made THREE transatlantic telephone calls to me in the USA last Friday all to get my checking account information to make a refund for a product I did not receive TEN months ago. Refusing to credit my Visa account from which I originally purchased the product online, even after I supplied an authorization to do so in writing, they insisted I supply my account info to do an international wire transfer to my account. It was promised in three to five business days. Well here it is a full week later and no refund has posted to my account. This company is NOT HONORABLE! BEWARE! Meanwhile, Visa states ANY signatory vendor MUST refund in the manner in which the purchase was made. Sad to know such a waste of the company's time and money is being made. The Hut Group is the parent company - I've contacted them to no avail as well.”

Helpful Report

Posted 10 years ago

“I have been buying my hair serum from here for years on a regular basis with no problem. I recently received a damaged product from them, the top of the pump had been broken off entirely and it looks as though this happened in the packing department. When I contacted lookfantastic about this issue, they sent me an automatic and robotic reply with returns details, no sorry, no explanation as to why this had occurred. When I questioned them about this by submitting another query they then responded with a standard reply. I won't be using this company again.”

Helpful Report

Posted 10 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews