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

Write Your review

Tell us how Lookfantastic made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Terrible. No option to email, you have to log in to their website to contact them. Then since they can't send a pre-paid return label if it's their fault, there is no option to upload proof of return so you can get postage back. It's a total joke.”

Helpful Report

Posted 5 years ago

“So I purchase a bundle set from lookfantastic.com. There were three items in the set and I received only 2 of the 3 items. I did not get an email notification that the item was not included, but I was still being charged the full price for the three items. They did nothing to contact me to let me know that the item would not be in my order. They did not cancel my order because the item was out of stock. They just sold it to me anyways. When I tried to get a refund they would only give me 33% of my mine back. Do not do business with this site. I have never experienced customer service like this before. It was not like I ordered the wrong item. They did false advertisement and they did not care or even acknowledge that they sold something that they did not have.”

Lookfantastic 1 star review on 21st July 2020

Helpful Report

Posted 5 years ago

“Awful customer service. They blame you if something goes wrong with your order and does not help you..also slow in replying”

Helpful Report

Posted 5 years ago

“They sent me expired Skincare. They did not offer to send new products. They just said " I am so sorry you were unhappy with the nature of these products" and refunded my money. I was unhappy because they were expired, maybe if you would have checked the expiration date before sending it things would've have been different.”

Helpful Report

Posted 5 years ago

“21 days after placing an order, still nothing delivered. Reported twice to customer services- who offered to escalate to their courier service and reply within 48hrs. No further comms from them. Use another company. I won't be ordering from LF again.”

Helpful Report

Posted 5 years ago

“My product has arrived damaged the seal has been broken and some of the liquid has licked out. I have immediately contacted a very unhelpful help desk and explain the situations have spoken to so many different people who were not bothered to read the original complain who have been requesting from me the same information over and over again ref. nature of complain and my details. This company has trained their customer services to play delay tactics and avoid payment of refunds or compensations. I will have to get PayPal help to recover my money as Lookfantastic customer service has no intention to conduct speedy resolution. It is very alarming that In current COVID-19 pandemic skin care product arrives with broken seal and the product is open to contamination. No wonder some people do net get the gravity of this pandemic!!!!!!”

Lookfantastic 1 star review on 19th July 2020

Helpful Report

Posted 5 years ago

“Absolutely horrendous, I am still trying to get back 300euros for orders not received! These were orders for may 2020. I contacted the company by email, help desk and now Paypal but they still will not believe that I didn't receive the orders. Personally, I think their customer care and attitude is appalling. This is my first ever bad review of a company and I hope it will be my last!”

Helpful Report

Posted 5 years ago

“I purchased a product which I had problems with and I asked to return but look what I was advised: You may find it beneficial to visit a dermatologist, who will be able to advise you better as to what may have caused the reaction you have described so that it will help you identify the best product specifically for you which upon confirmation of this, should help to avoid any future disappointment. Please note that we are unable to accept opened and or used beauty and cosmetic products back into warehouse. This is due to, but not exclusive to current Health and Hygiene Regulations and as your product is not classed as faulty, we are unable to process a replacement or refund on this occasion. If you are able to provide us with a copy of a doctor’s note, detailing that this product caused these problems we will be able to investigate this issue further for you. - It took weeks to get this response.”

Helpful Report

Posted 5 years ago

“They draw you in by offering free (complimentary) gifts and I ordered some products, in part, because I wanted to trial the complimentary gift on offer. During check out, they then offered me a ‘new customer’ discount which sounded great. When the products arrived no ‘free’ gift... When queried, I was told I couldn’t use two ‘offers’ at the same time! There was nothing stating this on the order (had it been, I would have opted for the complimentary gift as this was my primary reason for ordering as I didn’t want to pay for a 200ml version without trying the complimentary 30ml version (not available to buy). Very sneaky tactics... And they bombard you with spam afterwards too - several emails a day ‘offering’ similar enticements to buy. Will not order from them again.”

Helpful Report

Posted 5 years ago

“I have never been treated so badly by a company before. Firstly after ordering 3 months before, my purchase was never delivered. The customer service seems to not even read the messages sent to them. They didn't want to believe that the purchase was not delivered. They don't seem to comprehend the fact that they are a business and that the customer is the most important person involved. It has taken me 4 months to finally get a response from the customer service, after writing many messages and getting irrelevant responses from them finally after 5 months of struggling,they have told me that they are refunding my money, but I will believe it when I see it. The reviews on Trustpilot are false reviews, don't use this company.”

Helpful Report

Posted 5 years ago

“I placed my order and the estimative delivery time was from 3 to 5 days. The deadline has gone and after 3 days I haven’t received it and the courrier shows no scan on my package. When I sent a A message to look fantastic costumer service they informed me the delivery time is actually 14 days (but they are unable to tell me where it was informed and I placed and payed the order). Still don’t have the products and still not able to cancel it. It was my very first time buying and will never do it again. PLUS don’t trust on the “discount” they offer all over the site, they are all misleading you. Very frustrating experience.”

Helpful Report

Posted 5 years ago

“HORRIBLE. have not received my package after 1.5 months. customer service keeps telling me that it will be here after 30 days.... it has long been 30 days. They seem to be pushing the delivery date later and later and CHEATING OUR MONEY.”

Lookfantastic 1 star review on 13th July 2020

Helpful Report

Posted 5 years ago

“Face bronzers that I ordered were smashed to pieces when I opened the box, appalling customer service received after I complained. Was offered a refund but they sent replacements instead which I didn't want, staff clearly don't read messages sent by customers. BEWARE DO NOT SHOP WITH THEM there are much more professional companies out there who know how to treat customers.”

Lookfantastic 1 star review on 11th July 2020

Helpful Report

Posted 5 years ago

“Received my order a few days ago. An Armani Mascara, which to my horror, I believe had been opened and used, the lid was out and the product box lid ripped off. In these days of covid 19, you can imagine I did not want to use this item. Has it been near someone else's eyes? Emailed customer service and photos as proof. Everytime get a response from different csa. All I want is an unused product, which I thought that is what I had ordered. Poor customer service to the point I am now thinking of ceasing orders with this company. I have ordered a lot of products with this company, all well and good, but if something wrong with your order. Don't want to know. Poor, poor, poor.”

Helpful Report

Posted 5 years ago

“Their customer service cannot solve any problems!!!!!!!!!! After I placed my order, they dispatched all the items in the order except the gift bag shown in my order, and they told me the gift bag is out of stock and they didn't know when will it be back to stock, but as long as it's back, they will dispatch it for me. Nearly a month and a half later, the gift back is back again, but they say they're not the same stock and rejected to send it to me. But products in the gift bag are exactly the same products and worth the same value!!!!! They are just bullying and cheating us!!!!!!!”

Helpful Report

Posted 5 years ago

“Appalling customer service. My order is missing, they keep lying to me. Please avoid them!!!!!”

Helpful Report

Posted 5 years ago

“DO NOT USE THE SERVICE OF THIS COMPANY !! I already don’t know where should I text, and what should I say, just to be heard!! I never had this kind of experience with any other online shop. I was waiting for my parcel from the beginning of June. Your “customer service” told me if I didn’t get it by 7th of July, they’ll help me to figure out. After that date..I’ve texted to them my request to check with delivery partner did somebody try to deliver my order?? They said “Oh, sorry, your address is not correct if you still didn’t get the order” What?!!!! Everything was correct. You just don’t care that your client doesn’t get an order, and you don’t have any responsibilities for a receiving of delivery order by client.”

Helpful Report

Posted 5 years ago

“I have purchased SVR sun secure mist from lookfantastic on 4 May, my order number is 213384488, however, till today (10 July) i have yet to receive my order. On 2 July , I contacted the customer service through email enquiring about the status of my order and this is what they replied me " hank you for getting in touch about order 213384488, We operate a 40 day policy in which we ask you to please make contact to let us know that your order has not arrived. As it has now been over 40 days since your order was sent, we cannot trace this item and are unable to offer you a refund or replacement. We are very sorry for any inconvenience or disappointment caused by this. If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help." I find this reply totally unhelpful, and has not solved my needs at all. Firstly, I understand that I had overlooked on the 40 day policy and did not notice due to the covid pandemic situation, assuming delivery would take longer hence waited patiently. However, I still feel that they’re irresponsible about this issue. On the 9 July 2020, I tried contacting them through their website live chat enquiring about my order status once again. The person-in-charge asked for my order number, name, address and account name, which I provided but only account name was incorrect as I had mixed up with another account. What happened next was infuriating. Without any explanation, the person-in-charge left and closed the live chat. I tried a second attempt to open a new live chat and asked them why that happened, and they said it’s simply because I gave the wrong account name and left the chat again. I tried the third time and realised they had possibly blocked me as the live chat showed ‘unavailable’. Till date, the customer service team had not properly resolved my (customer) issue, and instead showed very rude attitude and service after multiple attempts of enquires about my order. I’m deeply disappointed and wonder if there are any other customers out there facing similar problems as I did. Lookfantastic seems like a reliable and trustable company, but instead with such a awful experience I faced, I strongly advise all buyers to pay 100% attention to all their t&c before buying any products and bear in mind their after service is utterly disappointing. I sincerely hope future customers will not have to go through what I had went through and can spend that amount on other trustworthy companies instead. PLEASE SHARE AND CARE FOR ALL BUYERS OUT THERE!!”

Helpful Report

Posted 5 years ago

“Ordered on 22/06/20 still no sign of my order on 09/07/20 despite me sending them over 10 separate messages, they just keep stalling asking the same questions over and over again, no HERMES have not delivered my order, you still have my money and I have no order, how hard do they have to make it?”

Helpful Report

Posted 5 years ago

“Worst customer experience ever. I won’t buy anymore. Be careful about your auto-renewal box subscription. Even I emailed them as soon as discovered that I would receive the 4th box (so before the shipment) of my trimestral subscription, they didn’t solve the issue. They are apparently *not able* to stop the shipment or divert it to their address once shipped. It sounds weird to me. They reply with delay and I had to pay for the 4th box and I could just stopped my subscription avoiding future boxes. Check your subscription before the expiring date and cancel it if you don’t want to be billed for more boxes.”

Helpful Report

Posted 5 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews