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

“Browsing their site today, a pop-up said I would get 20% off my first order if I registered. I did that and tried to place an order for £90 for some items for my daughter's birthday but the 20% off code did not work. I then spoke with Shiona in the 'chat' box who said that the products I wanted did not qualify but they would offer me 10% as a token gesture if I placed an order which is an absolute con. I asked if the 10% would be deducted at checkout but she kept writing "once you have placed your order"! I told her that this was a con, so she then wrote "this will be refunded back to your payment method". I then placed the order and got an email confirmation. However an hour later I had another email saying that my order had been cancelled without an explanation. ONLY USE THIS SITE AT YOUR PERIL! I just hope the refund will be returned to my card quickly as I need to re-order these products and it certainly won't be from this awful website.”

Helpful Report

Posted 2 years ago

“I really liked the site, until I had a disappointment. One of my orders was not delivered, the carrier claimed to have delivered but I did not receive the package. Lookfantastic did absolutely nothing, did not solve my problem, did not refund me. I leave at a loss.”

Helpful Report

Posted 2 years ago

“When Lookfantastic messes up, it's like pulling teeth trying to get them to fix their mistake. They took my order, even though one of the products I ordered was out of stock. A week later, with my order still not dispatched and no sign of the product coming back in stock, I tried to cancel my order. Since then, I have messaged numerous customer service reps who have assured me that they are trying to cancel the order with their warehouse. Then this morning, I received an email apologising for the delay to my order and assuring me that it would soon be dispatched...as though I hadn't spent the past week telling them I no longer need or want it! The email also suggested that I had received SOME of the items I ordered, when in fact, they've sent me nothing! Given that this isn't the first time this has happened to me when ordering from this company, I can safely say that the lines of communication within Lookfantastic are terrible. It shouldn't be so difficult for 1 department to get a simple message accross to another.”

Helpful Report

Posted 2 years ago

“THINK TWICE BEFORE BUYING HIGH VALUE ITEMS This item was defective after a couple of months. Returned to LF in March and have a Fedex proof of receipt by LF on 15 March. Two months later, this return is still pending. LF has informed me that they cannot locate the returned item in their warehouse and they need to do a manual search. I have sent numerous reminders and been told the same thing: the warehouse has not responded. I have a proof of receipt so the fact they cannot locate the item is irrelevant but they refuse to give me a refund. Especially stressful as it is in relation to a high value product. I have stopped purchasing from LF and will inform my friends and followers of this experience. I will also stop purchasing from Cult Beauty and HQ Hair as they are all owned by THG, the parent company of LF,”

Helpful Report

Posted 2 years ago

“This is a horrible experience I've ever had!! There's always a delay miscommunication with customer service or charging me twice per item”

Helpful Report

Posted 2 years ago

“To put it shortly NEVER DELIVER ON TIME! I like the website itself, it has a lot of beauty brands you can’t find anywhere else. However that’s about where it ends. I have never had a delivery without issues. Paid multiple times for next day delivery and it never is, also waited for a package for over a month before and customer service just offer you generic replies and excuses. I have probably spent over £1000 with this company and have never been refunded next day delivery fee. They always blame the courier.. how about changing the courier?? You are a high end beauty brand why not change to DPD or another mail service that isn’t evri? Better of at space nk.”

Helpful Report

Posted 2 years ago

“Returned product worth over €300. They claim they never received it. After 6 weeks still no refund. Awful customer service. Do not purchase from them.”

Helpful Report

Posted 2 years ago

“I used to love this company so much. I have spent thousands of dollars with them and was very happy until I tried to return some perfume. It’s been a nightmare, they made it virtually impossible to initiate the return because after I started it online, I thought I was done and could just return it. Oh no, they make it really really hard. Then after I paid to send the item back, they claimed they didn’t get it when I had proof they had actually gotten it the day before. And I do understand there’s a delay in it coming into a warehouse and being put in the system . And since then it’s just gone downhill I was told within seven days I’d have a refund I’m on day 16 the only way to get in touch with these people is live chat or emails they don’t like to answer. Quite honestly the people on the chats are just rude and some of them clearly don’t know their job. I did actually get a nice girl on a life chat today and was told again 3 to 5 days which I don’t believe because I was told that 16 days ago. In short, I love their products and quite often looked at their website. But they lost a customer in me after all this, so if you order from this company, make sure you do not plan on returning it cause you’re not gonna get your money back without a long drawn out fight.”

Helpful Report

Posted 2 years ago

“My parcel got left in my bin complained and filled a disclaimer form back to claim back my lost order and my money I spent I spent over £100 with the company it’s been 3 weeks still hasn’t been resolved keep getting fobbed off by whoever reply’s to my messages disgrace of a company by products from elsewhere most unhelpful people and rob your money”

Helpful Report

Posted 2 years ago

“WORST customer service I have ever come across”

Helpful Report

Posted 2 years ago

“Beware of ordering from Lookfantastic! They sent me expired products! And during the refund process, they will close your account to stop you from getting your refund. Stay away!”

Helpful Report

Posted 2 years ago

“I ordered a £260 perfume and £135 grow gorgeous product; both of them are delayed and the customer service is not helping at all. The worst experience ever. Don’t buy here.”

Helpful Report

Posted 2 years ago

“DO NOT use this company! Missing items, damaged items, inadequate delivery packaging, still not resolved after 2 months! Dreadful customer service and experience! They shouldn’t be trading!!!”

Lookfantastic 1 star review on 12th March 2023

Helpful Report

Posted 2 years ago

“Extremely poor customer service! Stay away from this company.”

Helpful Report

Posted 2 years ago

“Very very bad experience I did ordered moistures they send mist if said why you send this they we don’t have I did 3 moistures they send 3 mist my all orders wrong and they charge too much money for my wrong 😑nobody listen they used very rude service never recommend”

Helpful Report

Posted 2 years ago

“Dishonest company. Ordered £75 for dip shampoo and conditioner and only a damaged conditioner arrived. Told I have to pay to return the item. I’m actually outraged they have my money and won’t refund until I fork out more. Disgraceful. Absolute thieves. DO NOT ORDER FROM THIS COMPANY”

Helpful Report

Posted 2 years ago

“A terrible company. I placed an order, and despite the item showing as ‘in stock’, nothing arrived. I checked the order status, it was now out of stock and back ordered. I tried to cancel the order, I couldn’t. I contacted customer services, they couldn’t cancel it either, some excuse about the order being at a point where it was impossible to cancel. When it finally arrived I returned the order. I didn’t order from them again for over a year. I was offered a ‘deal’ a 20% coupon if I used ‘relaxed delivery’. Sounds good doesn’t it…until you try to use the discount. There have been over ten messages to customer support now. I usually have to provide information twice because they either don’t read or don’t understand. I was offered an insulting £5 off to resolve the problem. The items in my basket should be eligible for the coupon, but it doesn’t work. They don’t why why. So Lookfantastic send discount coupons that are impossible to use! This is the real test of a company, the customer service. Every company ought to be able to fulfil a basic order. You pay the company, they send you the goods. It’s when there are problems that you find out how good they are. Lookfantastic are dreadful. Fortunately there are other companies, Sephora, allbeauty, Escentual. I can’t comment on their customer service, hopefully I won’t need to.”

Helpful Report

Posted 2 years ago

“I have not been provided with the products I ordered amounting to £80. Lookfantastic are taking no responsibility and have refused to take any remedial action. It is completely unacceptable. I would strongly advise against using this company.”

Helpful Report

Posted 2 years ago

“Terrible....service will never use again. The details of my issues are extensive and feel I can not express them fully here. But take my word I will never use again”

Helpful Report

Posted 2 years ago

“Terrible company, appalling customer service. Returned 2 gift sets and was only refunded for 1. Contacted customer services who would not help, I complained which again was not dealt with in the correct manor, I have not been contacted and am still waiting for my £37 refund. I commented on social media to try and resolve and my comment was deleted along with the hundreds of other unhappy customers comments complaining about the same thing. The only reason I have purchased again is because I had a voucher to spend. I will not be using this disgrace of a company again.”

Helpful Report

Posted 2 years ago

Lookfantastic is rated 1.3 based on 1,420 reviews