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

“Disgusting service! Ordered a perfume that cost over £50, box was damaged and was in a box meant for two perfumes so literally looked like one had been taken. Was brought for a birthday present. No apology - will not use again”

Helpful Report

Posted 2 years ago

“I don't usually post reviews but i have never been more disgusted and stressed with a service in my entire life. I purchased an order back in November, a month later and it hasn't even been dispatched from the warehouse. I contacted customer service through the online chat portal (as that's the only way you can get through to somebody) and all they can tell me was 'your order has been stuck'. No solutions or anything, just told me to wait but I requested the order to just get cancelled and for me to be refunded. I have chased 14 times for my refund since, and everytime I speak to someone they are extremely unhelpful and give me excuses like 'your refund request didn't go through' or 'I'll chase the refund request for you'. I've had times where they close the chat mid conversation which is honestly disgusting. The warehouse can't even process the refund because they haven't even sent the bloody order (which has apparently disappeared into the ether) in the first place!! It has been 3 months now, and I'm at my wits end. I honestly have been contemplating mediation because this is ridiculous. What do I do????”

Helpful Report

Posted 2 years ago

“I was duped by look fantastic. I bought a product cle de peau beaute, blush duo powder. in the picture it was represented as a whole product and instead for the price of 40 pounds they sent me a refill also in a different colour from the description. Very bad customer service, staff not up to understanding the problem. I wanted to return it at their expense and ask for a refund and they always said sure, we will send you the coupon to send it for free only to find out at the post office that I had to pay for it. A bunch of incompetent, un-serious people unable to do their job. I will never buy anything from this site again. Bad experience! Very bad products! Absolutely to avoid!”

Helpful Report

Posted 2 years ago

“NEVER BUY FROM LOOKFANTASTIC. Placed an order before Christmas and paid extra for next day delivery. They sent it via EVRI and I received a notification that the parcel was delivered but I never received my parcel. On tracking there’s no proof of the delivery no sign or photo. Past 3 weeks was trying to get my money back but customer service refusing to resolve this issue. They are trying to avoid a refund by believing evri without any evidence. THE WORDT EXPERIENCE I HAD IN MY LIFE.”

Helpful Report

Posted 2 years ago

“Awful I spoke to them about returning my money as I didn’t mean to buy a subscription which states you can cancel the subscription up to 15 days.i got told that I would get a refund it has now been 2 weeks of then keep saying it’s under investigation and I still have not got my money back which I state is £150 it’s ridiculous and I am not happy at all”

Helpful Report

Posted 2 years ago

“I totally agree with all the comments below. Absolutely shambles of a company. I placed an order 3 weeks ago for Redken shampoo and received a message from Evrie a week ago to say it had been delivered but it hadn’t and no proof of delivery. Got in touch with Look Fantastic and it’s just been a nightmare ever since. They are asking me to complete forms which I have done straight away and they say they haven’t been uploaded which they have and now saying can’t receive electronically and has to be hand written which I have done and now biding time again and saying waiting for delivery company which can take up to three days. I just want a refund now and never to deal with this company again. Please read the reviews before purchasing. Wish I had.”

Helpful Report

Posted 2 years ago

“Horrible company. I agreed with everything I have read. I am in the process of trying to return an item and they are making it impossible. I just wish I had read these reviews before I ordered. Won’t happen again.”

Helpful Report

Posted 2 years ago

“This is the worst worst worst place to buy from .I am having absolute nightmare.I ordered in November2022 and I still am waiting for my order .I have put up hundred of queries and no one seems to bother.Every time I try to enquire they just send me an automated apology reply.I wasted 94 pounds and I’m regretting every moment. Everyone out there Please Please dnt ever buy from this place.”

Helpful Report

Posted 2 years ago

“Order:4590825072 I made order. I paid. It’s been nearly a week and I have not received it. I have updated them daily but they have failed to provide information. Are they going into liquidation???? Am I not going to receive my order????”

Helpful Report

Posted 2 years ago

“This is the worst supplier on the market. They proved to be incompetent in terms of return/refunds I had to write 10 texts to request a return and a refund. In response to my texts I got random people dealing with it and no progress. Its shocking and unacceptable I will never buy from this supplier Look fantastic-the Worse”

Helpful Report

Posted 2 years ago

“Ordered item , was told 1st 2nd Jan, emailed but was advised that a delivery failure notification happened. I spent in good faith £17.50 and for what!!!! Looks like a scam to me!!!!????? Will be letting others know!!”

Helpful Report

Posted 2 years ago

“Customer service is so poor. I have x2 orders that have been lost for nearly 2 months. I raise immediately when I realised and customer service also confirmed my parcels were delivered to an incorrect address as of couriers mistake. Even though this was confirmed I am still without a replacement order (as their policy states they will replace any lost or damaged parcels) or refund. Such poor customer service. Longtime customer, will never order again.”

Helpful Report

Posted 2 years ago

“Have a big problem with costumer services who speak like robots and can’t solve any problems.”

Helpful Report

Posted 2 years ago

“First ever review I’ve written which is a shame. The item arrived damaged and when I told the company about this, they offered a £5 discount, which is ridiculous for an £140 product. After I denied this they did offer a replacement to be sent which I agreed to and thanked them for, however that also arrived even more damaged than the first product, the candle was literally a box of glass when it arrived to me. I sent them pictures and asked for a refund to which they replied and said no to a refund but they’d send a replacement, when I checked the tracking of the replacement, I realised they’d sent me the wrong order, so I contacted them and told them and they told me to deny delivery at my door for a refund. After I did this I had to email once again and they said I’d be refunded within 3-5 days. On the 5th day I asked where the refund was and they told me they’d changed their minds and denied it, and it’s my fault I was unaware of this because I didn’t check back in with them. I understand working in retail and try to be compassionate but I have never in my life received such unprofessional and unhelpful customer service. I also told them this was a Christmas present and they couldn’t care less, even though it was ordered end of November. I gave my email multiple times for ONE person to contact and help me instead of a bunch of automated messages from a bunch of different people and they couldn’t even respect that, I’m now down £140, no gift and no refund, and I know if I get a reply to this review it will once again be another automated message from another different member of staff, so so disappointing and unfair on their customers, especially when people are already struggling.”

Lookfantastic 1 star review on 25th December 2022

Helpful Report

Posted 2 years ago

“Terrible customer services. I was given the complete run around when I had a problem with the PMD clean mini , the premier item, in the advent calendar : broken promises, told wait 30 days for a replacement that was never sent, then lied to - told it was out of stock when it was still for sale on the website and told a replacement was on the way -almost 7 weeks later and still no resolution. Very disappointing- buyer beware! ”

Helpful Report

Posted 2 years ago

“They use Evri, and then when your parcel goes missing will not refund! I have sent so many messages and not one person resolves it. Even Evri are saying to contact Look Fantastic. It's such a shame I have used Look Fantastic for quite some time, everything is usually great, but once there's a problem, they are not quick to try and help. I've been waiting a long time now and still no parcel and no refund! Shocking service!”

Helpful Report

Posted 2 years ago

“Pre-ordered, did a ton of follow up trying to speak to customer service, only allow auto chat. They kept claiming order would be there in time.... then Dec 16th !! I get an email they are unable to ship. Thank goodness I mistrusted them after 2 attempts to follow up and ordered Glossy Box who got my order to me in less than a week!!!”

Helpful Report

Posted 2 years ago

“I ordered some items for a Christmas present in November, which was due to be delivered on 2 December by Evri. I redirected the parcel to my nearest inpost locker as I was due to be out that day.... well first time they said there was a technical problem (the photo of locker looked strangely fine and did not display 'out of order') and they would try again the next working day. A week later there was apparently another attempt but again did not deliver to the locker. Evri only allow the sender to contact them and so I contacted look fantastic... wow... i guess you get what you pay for! It may have good deals but there is practically no customer service and you are treated so badly by the agents when they do eventually respond. Firstly they wouldn't investigate or contact Evri until another week had passed (7pm Friday 16th December) and then finally today, they said Evri had delivered the parcel (with no photo or evidence that this has actually occurred)!! They or Evri were clearly lying, as evidenced by the tracking, and now I have to fill out a form to say I didn't receive the package that Evri have lost. I hope that I may eventually get my money back, but the pain and effort of trying to contact uncontactable people has left such a sour taste that I will NEVER use this website again. Most other reputable retailers would have sent out a replacement when it's clearly lost and now I am faced with having to find another Christmas present to replace this lost item one week before Christmas. I was previously a regular, returning customer but I am so annoyed with how I have been treated and wanted to warn others that this is what they can expect from this company. I can also see from other reviews that my experience is not unique!”

Helpful Report

Posted 2 years ago

“It’s been over one month now and I still haven’t received my order. Chasing customer service and no one seems to want to help. They stop replying on my messages so I sent them email trough website. They don't want to give me refund because they waiting for courier investigation. I don't care about courier. I want my money back!!! Next week is Christmas and I have no my order and no money back. I was regular customer, but I never gonna buy again from you!!!!”

Helpful Report

Posted 2 years ago

“Absolutely disappointed with this company. On November 24, I bought a product and everything was gone, not money, not a product. Wrote to service personnel about 12 times, all sent the same sympathy and product loss investigation form. Reassure that they will take all measures, the product was bought at Christmas NOW NO MONEY NO PRODUCT.”

Helpful Report

Posted 2 years ago

Lookfantastic is rated 1.3 based on 1,420 reviews