Lookfantastic Reviews

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

1.3 Rating 1,421 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,421 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

“I ordered six boxes of hair dye. It was supposed to be delivered between the sixth and 13 January. It was. Package was completely empty torn apart. Post office left a sticker saying that package was delivered unsealed damaged and without content. I immediately went on the chat board, Talked to someone named Autumn, Explained the situation. No one told me I needed to send pictures or copy of the invoice, nothing. She said it would be 24 to 48 hours to see if I could get approved for a new package to be sent out so I waited. No email no nothing waited almost a week. I get back in touch with Autumn and she says oh yeah you’ve been approved your order has been sent. Great! I waited waited. Today I checked the mailbox and there’s a package… With one box of hair dye. So here I go again. I am told I need to upload a picture of the label. Thank God I kept the box. After numerous tries of trying to upload the picture which would not go through I am told that I need to download this PDF and it needs to be hand signed. I had surgery on Friday I can’t move let alone try to get this sent off . So I get back in touch with them again and this time it says chat is unavailable SMH 10 minutes ago I receive an email to check the message board. “Mary you will be HAPPY to hear that we sent your order out on the 15th and you should be receiving it any day.” I already told them God knows how many times today that I got the package and there was only ONE box of hair dye in it . How hard is it for employees to understand, to read an order invoice that literally shows how many boxes, how much I paid and the order number. Why would you send me one box of hair dye when I ordered six?! So tomorrow we are going to have to do this all over again. My last order before this one the box came completely torn apart but the hair dye was still intact. I wanted to give them a second chance because I like the product and the color is hard to find .You need to do better by your customer base, this is unacceptable”

Helpful Report

Posted 3 years ago

“I never received my parcel, trying to contact is extremely hard - live chat constantly offline & they told me on day 24 after delivery that they now need a further 10 working days to investigate - extremely poor customer service”

Helpful Report

Posted 3 years ago

“Never received my parcel”

Helpful Report

Posted 3 years ago

“Ordered 2 items on 20th Dec and paid for next day delivery. 2 items arrived but one was incorrect. I flagged immediately to customer service and asked for the product I had actually ordered to be sent out asap. Standard 'computer says no' answers follow from different customer service agents. Lots of instructions as to what I needed to do next to rectify their mistake (package up, send back, use this link, use this code etc) but nothing on what they were doing to get me the product I paid for. What they should've done is said sorry for the mistake, keep that product and we'll send you what you actually ordered. Instead lots of back and forth on their communication portal, wasting my time and theirs and wasted resources sending products back and forth. Perhaps if they took this approach they'd soon sort out their 'picking process' and get it right first time. One month later, they can't find what I sent back, they still have my money I don't have what I ordered!? AVOID - plenty of other places to get these items, not worth the hassle and stress.”

Helpful Report

Posted 3 years ago

“I ordered two orders from here totalling 200e and neither have been delivered a month on. Customer service is appalling - I have been told different stories from - I didn't select a tracked service, yet was sent a tracked number, the tracked number isn't recognised by FedEx, I was then offered a refund or replacement and selected a refund, I was then told the matter was being investigated by their courier department (which is very interesting given that apparently there is no tracking number!). There is a different person at the end of each email. I am appalled. AVOID AVOID AVOID.”

Helpful Report

Posted 3 years ago

“Truly appalling. Having waited from November until mid January for my order, with zero in the way of support or action from customer service, it was only when advising them that I would contact Consumer Protection organisations, such as Watchdog that I finally received the goods. Avoid like the plague! If there was a zero rating, I would have given it.”

Helpful Report

Posted 3 years ago

“I have been sent products without me ordering them and ofc I have been charged without my permission. Be aware if you keep products in tour basked any time they can just send it to you without you actually processing an actual order . I got through to them hardly and they emailed me a return that wasn’t free . I had to pay for return and go through all the stress and que at post office . This is not normal ! I never want to shop from here again I had other bad experiences in the past where they haven’t dealt with when they sent me email to spend this amount and you get these free products etc but have never received a free product . I want to ask them to close my account with them I’d be too scared to spend my money here . There are other trustworthy beauty websites .”

Helpful Report

Posted 3 years ago

“The worst company I have ever bought from. They lie about delivering items and then refuse to refund you. Whatever you do do not buy from here, I am still struggling to get a refund for an order from December!”

Helpful Report

Posted 3 years ago

“Awful customer service it’s like they only work off of a script! I returned items for a refund which I paid for tracking and despite sending them all the proof of delivery and tracking receipts they still haven’t refunded after 3 weeks and I just get a sorry it’s not in our warehouse response Absolutely appalling way to treat your customers and I won’t be using again you’ve lost a customer of over 5 years”

Helpful Report

Posted 3 years ago

“Disgusting experience, est. delivery date is fake, tracking delivery can't be tracked, very poor customer service. Have no idea when I can receive my parcel, or never.”

Helpful Report

Posted 3 years ago

“Horrendous costumer service. Costumer service is unbelievable, if you buy something pray to be lucky and receive it, otherwise is like a war for you to get what is yours, you will be dismissed, they will tell you the refund is on the way, someone else will say it is not, you will waste hours trying to sort something that is easy, counting that the courier company has the items and it’s even said in the courier website that they do have the items stuck for some reason. There is no respect. They will treat you like you are a beggar while the only thing you want is YOUR money back!”

Helpful Report

Posted 3 years ago

“The worst cosmetics website I've ever experienced. Please use another website people or you will end up being disappointed.”

Helpful Report

Posted 3 years ago

“Ann Dublin I really hoped I would be able to give a good review as I purchased a number of items in December with no problem. However having waited for nearly 4 weeks and numerous correspondences with customer service I realise they are doing nothing to sort my complaint. I received a Murad eye cream with a pump action applicator which I thought wasn’t working. I now suspect the container is empty. Eventually they agreed to replace it however I never received the replacement although they say it was delivered. There is no record of this replacement order on my account. If this happened in a local store it would have been sorted weeks ago. Please be aware if you use this site that the customer service is appalling. I’ve given up on them now it’s just not worth the hassle.”

Helpful Report

Posted 3 years ago

“I would not even give them 1 star. This company has awful customer service so when they can't deliver an item you have already paid for you end up waiting weeks for closure if you even receive the item. They have different customer service people on their message each time and you never get the same person twice. I have spent almost 1000aed on a product that shows it is in stock and will have fast delievery however still no item. I even got a response after I challenged them to say I would have to wait another 2 weeks! Do not trust this company, the phone number doesn't even work and the customer service is script written robotic and extremely poor. After asking friends apparently I found out that this company has a bad reputation and I will never use them again and will open a complaint in order to make sure that others are not swindled out of their money. Awful”

Helpful Report

Posted 3 years ago

“AVOID THIS COMPANY DO NOT BUY FROM HERE. They will take your money will not deliver goods and will not refund you unless you apply for a chargeback with your bank . The same thing happened to me and funny enough they have no telephone number to call and speak to customer service and it’s cheaper to buy the goods direct at the perfume shop . Please read all the reviews and do not buy from here”

Helpful Report

Posted 3 years ago

“I have been buying off LF for a long time, but no more. I ordered Christmas presents for my friend in November never arrived asked numerous times for a refund. Same rubbish message back from them each time which has been x 7. So I'm afraid you have lost my custom LF.”

Helpful Report

Posted 3 years ago

“Terrible. I would avoid this company at all costs. Ordered an item however it was never dispatched as it was out of stock. Requested a refund for weeks now however keep getting told it has been passed to another team. Customer service is none existence and just generic responses. Do not order from this company! STILL NO REFUND RECEIVED.”

Helpful Report

Posted 3 years ago

“AVOID at all costs. They're definitely misinforming their customers regarding delivery times. I ordered skincare from them and expected promised 4-7 days delivery but nothing comes up on the tracking link yet and its already been more than 7 days after I ordered. I expect for order not to arrive and etc as after contacting Cs I'm already getting the standard copy paste replies so I think I'll have similar issues to the previous posters. Leaving a review now in hopes that potential customers who might be shopping from them see this and take their business to a decent company and not this bunch of scammers.”

Helpful Report

Posted 3 years ago

“Don't order from this website. Customer service is a joke.In 1 day I get reply from 7 different .The same answer all over again instead of check when my package was sent @”

Helpful Report

Posted 3 years ago

“Avoid this company I bought an Item and the offer was to get free Item with it, I received the Item I paid for and without a notice they canceled the second Item !!! Don’t trust their offers don’t buy from them they cheat people !!”

Lookfantastic 1 star review on 10th January 2022

Helpful Report

Posted 3 years ago

Lookfantastic is rated 1.3 based on 1,421 reviews