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

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

“Don't use them as they do not give refunds on returned items that are not up to standard.You also have to pay to return items. Customer service are not very helpful.”

Helpful Report

Posted 6 years ago

“Their customer service is very,very bad! They don’t seem to know what promotions they have and what they even advertised on their website. Their website showed a Caudalie gift for purchases over $70 but when I checkout after my purchase, it showed gift not available. And it still showed the free gift gor days. If it is not available, they should remove the sign saying’free gift.’ I even messaged and chatted online with a staff but nothing was done about it. Another time they had a promotion with Caudalie for 30% using a code. I bought 2 items using the code but the next day when I wanted to buy another2 items, it said the code was invalid. I messaged them about it but instead they said that the code was not for Caudalie. I said how could that be when it showed all tbe brands that it was valid for and I even copied and padted all the brands. They replied me and asked where I saw the discount code. OMG! They don’t even know what is being advertised on their site!! When I chatted online with a staff, she couldn’t really answer me and then just shut me off by saying I was going round and round and she was ending the chat. Soooo rude!! I have never come across such rude service! It seems everyday if you go to their promotions online and use the code, there is a problem. I tried to use a 1-1 code for ‘This Works’ and another code for 25% for another product but when i key in the other code, the system only accepts one code. Meaning we have to place 2 separate orders when using different discount codes?? What rubbish!! I didn’t message them about it cos I know they will come up with ridiculous and stupid answers and maybe don’t even know that the site don’t accept 2 different codes! I really give up on this online shopping site!”

Helpful Report

Posted 6 years ago

“I never received my free gift and when I e mailed them they denied all knolage of any free gift terrible would not buy from them again not replied to my 2nd e mail”

Helpful Report

Posted 6 years ago

“Ordered Jo Malone LMB cologne. Service was excellent, received the order next day. However, doesn't smell anything like the LMB I used to buy direct from Jo Malone. Is either a fake or it's so old it's gone off. Never again.”

Helpful Report

Posted 6 years ago

“I ordered a product in February 2019.Order and payment was fine then I discovered they took another payment from my account in April 2019 with out permission or an order !!!! Then was told I have to wait 48 hours on my money to be refunded while they investigate this matter . I will not be ordering from this company again.They must save your bank details and take for your previous order again .!!!”

Helpful Report

Posted 6 years ago

“Terrible experience, the product was not as described which I could obviously only find out by using it, no exchange or refund offered, just moronic customer service handbook 101 statements. As soon as ASOS move into bathroom products this company is in serious trouble with static, narrow-minded employees like, Bella, Jess and Peter. I hope the £4-£8 you retained on this order is worth the longterm brand damage your poor service has caused. I will be telling everyone I know to avoid this company.”

Helpful Report

Posted 6 years ago

“Avoid this company like the plague!! Their carriers dumped my parcel in my front garden saying this was my 'safe place', I'm not sure I even believe they left it as they initially claimed they hadn't done this it was a mistake but either way - no parcel. Despite the carriers admitting liability Look Fantastic will not refund me. In fact I've been told I've caused a delay for not providing them with the tracking number - a number I was never even given! Stay away unless you want to lose your money!”

Helpful Report

Posted 6 years ago

“FAKE products mixed with real ones. I can say that I buy from Lookfantastic quite regularly because of their cheap price and range of stock. But you should not risk it because they mix FAKE products with real ones! This time I bought a Bobbi Brown Extra Repair Moisturiser with a few other products. I normally buy this moisturiser from the actual shop, but this time I wanted to buy a few other things and I saw they also have it in Lookfantastic so I just bought it. Firstly, I can't show the images here, but the label at the bottom of the container is so different. The font on the fake one is thinner, and it's stuck so off centre... Secondly, the smell. It smelt like it came straight from a gas pipe. It was so unpleasant that I had to come here and leave a bad review which I never do unless it's really bad. I was scared to put it on my face because I didn't want to risk it. However, I did put it on my hand just to try (who knows maybe this batch is made different?) it had the same texture as the real one, but it did not feel the same. Instead of having a dewy and hydrating feel, my hand felt the same as before, no effect. But I'm glad I didn't get a rash. I can say that some of their products are legit, but I probably won't buy from them again because of this. It's just much safer to buy from official websites or in the shop...”

Helpful Report

Posted 6 years ago

“Lookfantastic sells Gift Vouchers which do not work. - If you contact Customer Service they send you round and round before they eventually just ignore you without solving the issue. I wonder how many others out there have bought Lookfantastic Gift Vouchers only to find they don't work. - With Lookfantastic ignoring complaints, refusing refunds. Horrible retailer, needs investigating.”

Helpful Report

Posted 6 years ago

“Selling fake products. Ordered Carita CREME DES LAGONS, the item that came was a cheap fake cream, not in the original packaging and the name of creme was changed to the following- Carita LA CREME - GEL LAGON!!! Stay away of them, selling fake non genuine products! After contacted customer support they denied saying all products are genuine well clearly they lie as product they sent me proves otherwise”

Helpful Report

Posted 6 years ago

“I haven't received my order. Customer service can't tell me where is my parcel and when is going to be delivered. I ask for cancellation and full refund and they refuse to do that. Don't buy from them. Horrible company.”

Helpful Report

Posted 6 years ago

“DO NOT SUBSCRIBE TO BEAUTY BOX UNDER ANY CIRCUMSTANCES I ordered a 3 month subscription, not unreasonably assuming that after 3 months it would stop. After receipt of the 3rd box I double checked online and seeing that the subscription was still live I cancelled it. The following month I was again charged and notified of the dispatch of another box, I had apparently missed the cut off date and would continue to be billed for a further 3 months. This practice is misleading and deceitful. The content of the boxes is variable and not with the £15 price tag even without 'subscription' issues. The customer services team were extremely rude, condescending and unhelpful”

Helpful Report

Posted 6 years ago

“This company cheat your money!!! I spent £240 with trackable shipment became nightmare. Courier didn’t deliver to me and return status stop at Dec without update. This worst compani I never met refuse to refund my money. Don’t buy from them!!!!”

Helpful Report

Posted 6 years ago

“Their customer service team are really slow , they just are nit trained, dint ask for return not gonna happen and they sell u second hand used stuff”

Helpful Report

Posted 6 years ago

“Very fast delivery and products were all as expected”

Helpful Report

Posted 6 years ago

“Awful humiliating customer service! I have been buying the same brush for my boyfriend for years, from the same brand-Kent brushes. He wanted an exact replacement of his, which is rosewood (mid red) but instead I received beach wood (light beige). I messaged their customer support and it was a pain to send pictures over (you can only upload them on a desktop version of the website), which is very outdated way, you should be able to do it on your phone. Then after deliberating, they decided it’s the light on the picture that makes it look red, but the actual item is light beige. I have explained that it’s not just the picture, the description is also ROSEWOOD and if you look at any other stockist of Kent brushes, there are 2 options Rosewood and Beachwood. It’s clear false description, do not treat me like an idiot. Their reply again was about light on the picture. No suggestion of how we can resolve this. I’m still within my time limit to return it, but they haven’t offered even to send the item back myself. I have ordered the same item from another website. Before they shipped it, they said that most stockists are out of Rosewood brush due to Kent discontinuing it, they sincerely apologise, but they can only send me Beachwood. THATS WHAT A GOOD CUSTOMER SERVICE IS. I’m happy with Beachwood if you treat me right. I’m not even going to try to call your customer service as I don’t want to have another one of your staff treating me like an idiot and bullying because I can clearly distinguish between red and beige. Will never order anything from this website again.”

Helpful Report

Posted 6 years ago

“Don't buy from here.... Lots of trouble with this company!😶☹️🧐 I wish I did a back background check before I bought anything 😔”

Helpful Report

Posted 6 years ago

“Shocking service ! don't order from them. If something goes wrong with the delivery you could be waiting for 2 months to get it resolved. Its been a month for me now. No refund , No order and no good customer service. A real shame as they have great products. I am not one to write bad reviews but they need to look into their customer service.”

Helpful Report

Posted 6 years ago

“SENT EXPIRED PRODUCTS I ordered a dermalogica package from lookfantastic and they arrived unsealed, I also got irritations on my skin shortly after I started using them. I have written to them 2 weeks ago but no response yet. They also did not send any free gift that they offered. Save yourself the headache and do not but from this website!!!”

Helpful Report

Posted 6 years ago

“Our latest experience with this company has been awful. After sending us a product which had previously been opened and which had severe water damage to the base of the packet, the solution they provided was a 10% refund only. As this item was bought as a gift and not for myself, as a result of them sending this item we had to purchase the item again from boots. In this scenario the company should be offering a full refund and paying for the return of the item not offering a ridiculous 10% refund. We used to be regular customers but will not be shopping from them again based on this experience. If you want a guarantee that your product is new then try one of their competitors.”

Helpful Report

Posted 6 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews