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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I contacted Lookfantastic explaining I suffered an allergic reaction to a moisturiser, which I used once. I expected them to show a bit of empathy and allow me to return the product. Instead it has taken a week of emailing back and forth for them to tell me that the reason I suffered a reaction is due to my diet and lifestyle. I felt so unbelievably offended. They said the manufacturer would not sell the products if they were not safe to use and it is not LF fault if my skin has reacted to a product and they have refused to refund me. I have another item I wished to as I changed my mind and it is unopened and unused; they completely ignored my message about this so I have had to send yet another message asking for a returns label for this. They also make you pay delivery when they do eventually allow you to return items. Do not use this company! You would be better paying a little bit extra going direct to the manufacturer or purchasing in store.”

Helpful Report

Posted 5 years ago

“Since joing the beauty box over 2 months ago an item was missing from the original box! I have sent numerous messages and at first the advisors were all very apologetic and promised that when the item was back in stock they would send it out! I waited 2 weeks heard nothing so messaged again. Again they said I would receive an email to say it had been dispatched. Nothing was sent out. After many messages I finally had this escalated 2 months after the purchase and I was credited £10 to my account with another promise that this had been prioritised taking upto 48 hours and I would receive an email when it will be dispatched! This was 13 days ago! I'm now onto my 3rd beauty box!!! I've cancelled the boxes now and awaiting another rubbish response! Very poor handling indeed! I will contact Resolver next to see what they can do.”

Helpful Report

Posted 5 years ago

“I haven’t received the package even though the courier says it's delivered and that the courier gps tracking says it was delivered! I have just looked online to see if this has happened to anyone else via look fantastic and found it’s quite common. I advise that you don’t buy from this website!!!!!!!!”

Helpful Report

Posted 5 years ago

“Awful. I’m still waiting on my order 2 weeks later without any detailed communication when I will receive the order. I keep getting told they have procedures to follow but no information what the procedures are or a timeframe when this will be resolved. I’m just getting repeative responses saying you will Get a response in 24/48 hours. Then the same message is regurgitate again and again and again. Don’t use this firm !!!!!!”

Helpful Report

Posted 5 years ago

“I have been ordered an item that never been delivered and I contacted the customer service, been told the order was error so they can cancel it for me. After so many days I received an email said it’s been cancelled and the money will be back to my account within 3-5 working days. But its still haven’t turned up after 2 weeks. I contacted the customer service again and been told they wouldn’t charge for the order that not on dispatch. However, the money clearly been taken out my bank account!”

Lookfantastic 1 star review on 5th July 2020

Helpful Report

Posted 5 years ago

“I am still waiting for my order. The customer service and the shipping company are blaming each other for the delay ( I sent the shipping Co email to the customer service). Very frustrating experience, having a customer service "sorry to hear that" is far from enough. Website not appropriate for urgent needs, estimated delivery date not accurate. After more than a week in a 24h delayed status (!), They refused to refund my - obviously lost - parcel until I receive and return it. Very good strategy to never refund the customer! Worst experience ever, stay away from Look(not)fantastic!!!”

Helpful Report

Posted 5 years ago

“I'd have given no stars if it was an option when it comes to the customer service. 102 euro was just taken from my account and I hadn't placed an order in 6 weeks. I then find out that it was an ordered that wasn't processed fully 3 months before, which I had since reorded and received the items. I asked how was their company able to go into my account 12 weeks later and just take 102 euro without my authorisation and after 3 messages on different days, I finally got a response. "The order wasn't cancelled so when money was available in the account, it was taken. " I'm sorry but what other site does this? I expressed my outrage. I'm a frequent buyer on this site and they have no right to dip into someone's bank account months later. It doesn't even make any sense as there were available funds in my account basically all the time after this. But 3 months later they take it and didn't respond to my messages until after the order was shipped (I messaged twice before it was). No apology offered, it was my fault for not cancelling the order. I wasn't aware you had to cancel a failed order. I've asked for my refund to be processed as soon as possible and the courier to not deliver this as I will not be paying to return it. All in all it will probably take at least two weeks for the refund and wasted so much of my time.”

Helpful Report

Posted 5 years ago

“I ordered a 'three-month beauty box subscription', and have been charged to renew as apparently it's an 'automatic renewal'. I no longer live in that house and their customer service offered nothing useful to help me fix this. The box name is deceitful as a three-month is supposed to be three months, not three months plus automatic renewal and the customer service is poor as they couldn't even tell me why that is the case.”

Helpful Report

Posted 5 years ago

“(This review is for lookfastatic.at) I ordered 3 months of subscription boxes. None of them arrived on time and without me chasing the package. One got lost, of course no refund. Products were not worth the price of the box and the diversity was very poor. After 3 months they continued charging my credit card even though I had bought a 3m subscription. Horrible costumer service. Do NOT buy from them, you can get so much better!!”

Helpful Report

Posted 5 years ago

“I’m having terrible issues with this company, I ordered shampoo & conditioner £38 was meant to arrive 18th June still no sight of delivery no tracking in original delivery email I have repeatedly contacted Lookfantastic & Hermes to be told to care with them! Managed to get a WhatsApp contact number after many back & forth messages they are still investigating cannot refund me or tell me when I can expect my delivery & it’s now been escalated to senior level so I have to wait another 72hrs for another message!! Terrible Customer service .. my advice is don’t order from them 👎”

Helpful Report

Posted 5 years ago

“Promised next day delivery- still nothing over a month later.”

Helpful Report

Posted 5 years ago

“AWFUL COMPANY .. recieved a empty damaged box that had been taped back up and clearly opened they wasn’t interested and said I was not entitled to a refund they then erased my account so all my messages had been deleted unknown to them I had screenshot all the correspondence I am currently in the process of trading standards as I lost over £100 there messages are automated , can’t contact them either , I cannot say enough about staying away from this company however I will keep up this fight and for all the other unfortunate ppl who have been stung by them ... watch this space 😡”

Lookfantastic 1 star review on 1st July 2020

Helpful Report

Posted 5 years ago

“Products did not come on time, and customer service never responded. Don't trust the refer a friend programme, its a fraud.”

Helpful Report

Posted 5 years ago

“Awful customer service. No order and after waiting 3 weeks in total of investigation the courier says it's delivered and that the courier gps tracking says it was delivered! and now they are saying that because of this I should contact my credit card as they won't replace or refund ! So I'm all I have a bill for over £200 and nothing to show for apart from waiting on hold to my credit card. Shocking customer service and no compassion for a customer who had spent a lot of money and they go back with emails and don't care.”

Helpful Report

Posted 5 years ago

“Everything went wrong with my order. Did not come on date they said it would. Did not answer my requests for help. Finally, opened a case on PayPal. Then they responded immediately. Terrible company”

Helpful Report

Posted 5 years ago

“Three months ago I ordered a very expensive product and never received it. I wrote to the company to tell them the issue and they informed me that there is nothing they can do to help. The company doesn't realise that they are dealing with expensive products and that it is a big issue when a customer does not receive the product. They have not learned to value their customers. They are not a professional company. They don't seem to care about running a friendly effective business. Do not order goods from Look Fantastic. There are many other companies that are more professional.”

Helpful Report

Posted 5 years ago

“I ordered my regular foundation shade medium, they sent fair. I put it down to a one off mistake maybe due to covid 19 and being short staffed so gave to my daughter and re ordered. Again shade fair arrived! I contacted again several times and sent the pictures in, I got a reply saying they would re send the correct shade. My foundation arrived yesterday and again it was shade fair!!! I contacted and again got a standard generic reply asking for pictures and full explanation ( again) to which I have said it has now been going on for over 3 weeks, I have spent nearly £40 and not got what I ordered, I will just put this down to a bad experience and shop elsewhere as they are obviously completely incompetent.”

Helpful Report

Posted 5 years ago

“I would give zero stars but it’s not possible. The deliver of items is pretty good however make sure what you buy is what you need. If you think there might be a chance you need to return any item, DO NOT buy from The Hut (Lookfantastic.com). I returned my skincare tool unopened as reading reviews online on the item I decided not to use it prior to delivery. I had to email them to get a return form. Once I got it, I returned the item the same day following the process stated. I used Royal Mail Special Delivery Next Day to return the item. It was signed for by someone at The Hut (the look fantastic returns department). After about 4 days, I chased up with them on when the return would be processed as I made plenty of orders with them but this was my first return. They wrote back to me saying they haven’t received my item and once I return it, they will process the return! I even sent them the picture of the Royal Mail receipt and the tracking number where they can view it was signed for. They’ll still claim they haven’t received it. Save yourself the hassle and order from somewhere else. Definitely will no longer be shopping from here again and it’s not like they sell anything other places don’t. They also don’t care about customer service and don’t know how to keep long standing customers!”

Lookfantastic 1 star review on 25th June 2020

Helpful Report

Posted 5 years ago

“Very poor customer service! Didn't reply for a month, clearly states free delivery over £25.00 but still charges delivery cost and won't refund. Will not be buying any beauty products from this website again!”

Helpful Report

Posted 5 years ago

“its a fraud company. They will take your money on pre paid orders and never deliver the product. Stay away.”

Helpful Report

Posted 5 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews