Lookfantastic Reviews

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

1.3 Rating 1,418 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,418 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 19%
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

“ordered on 5th may have not received yet (26th may) unresponsive customer service where is my order????????”

Helpful Report

Posted 5 years ago

“Extremely pushy and unpleasant experience! I asked for a cancellation of my order well before the date of dispatch and they refused it, whilst it says all customers have rights to cancel within 14 days. I cancelled it the same day and they have not accepted it, they pushed the order despite me not wanting it anymore as I found cheaper prices elsewhere.”

Helpful Report

Posted 5 years ago

“I posted a comment on Trust pilot about the terrible experience I had with their CS and Tracie,their Customer Relations Executive, sent me an email on my account. 3 days later and still no clear response or update. They reply back to customer's comments just to seem that they are actually being helpful but the truth is they keep lying to their customers. This has been going on for more than 3 weeks now with no results. I am afraid I won't get my parcel either my money. Here is the proof: Sent by: lookfantastic International, 21 May 2020, 09:18 Hello Stefania, Thank you for contacting us about your recent experience with lookfantastic. We truly appreciate your comments and feedback you have taken the time to leave on TrustPilot. I am so very sorry to hear your order has not yet been received, I can assure you this is very unusual for this to happen. We have opened an investigation with the courier regarding the delay. For me to offer a resolution, please let me know would you like a refund or a replacement? We will continue our investigation with the courier to help to improve our future services. I look forward to you getting back to me so we can get this resolved as a priority. Kind regards, Tracie Customer Relations Executive Sent by: You, 21 May 2020, 09:39 Hi Tracie, I was offered the replacement or refund option once before and when I asked for a replacement I was then told that it is not possible. Can you please process with the replacement of my order cause I need the items ASAP? Because I am planning to leave the country soon. Thank you. Regards, Stefania Sent by: lookfantastic International, 22 May 2020, 11:01 Hello Stefania, Thank you for getting in touch to accept a replacement. This has been processed and you will receive a confirmation email as soon as the item is sent. Please refer to the confirmation email for estimated delivery timescales. If there is anything else that we can help with, then please let us know and a member of our team will be happy to help. Kind regards, Tracie Customer Relations Executive Sent by: You, 22 May 2020, 11:28 Hi Tracie, Thank you. Great. So you can confirm the replacement? Cause I received an email 3 days ago saying this: "Thank you for your recent order 215732535 and enquiry. We are pleased to confirm that your order has been sent or is in the process of being sent today. You will receive confirmation of this, along with tracking so you can monitor the progress of your order in an email shortly. " Yet, I did not received anything later after that. Also, I have still not received the refund for the next day delivery charges as I was told. Regards, Stefania”

Lookfantastic 1 star review on 23rd May 2020

Helpful Report

Posted 5 years ago

“Do yourself a big favour and do not shop with this company! I have spent over £300 stg and received nothing. I cant even get a reasonable reply, just 'we will get back to you in 24hrs,' or ' We are so sorry to hear that, let's get this sorted for you.' If you look through posts on Instagram you will see hundreds of posts from people that had experienced the same thing. I had ordered with this company in the past and never experienced what is going on now. Currently they seam to take peoples money and just don't fulfill the order! I have raised this with Instagram and I am going to raise it with the UK Ombudsman and directly with The Hut Gruop. Its fraudulent how they are currently conducting their business. It should not happen. To date I have not received any delivery”

Helpful Report

Posted 5 years ago

“"COWBOY COMPANY" Never had a problem before until now. Very disappointed with customer service. Must of spoken to five different women all giving me different advice. I purchased a product, they sent me the wrong item. So got in touch was told it wasnt a problem to send it back to them so they sent me a label they said they would reimburse me my money back for sending wrong item. So sent it back.They have blamed me now that the item returned back to them was damaged so would not be reinbursing me my money back. That also included the postage that I paid. I have asked for evidence of this? Maybe it was damaged in post?. Nothing from them!! This should not affect my statutory rights I should have my money back. Wont be dealing with all the conflicting confusing advice. These women obviously dont know what they are saying to customers. Good Luck but I won't be dealing with them ever again as they have kept my money and postage that I paid for. Awful people!!!”

Helpful Report

Posted 5 years ago

“SO BAD !!!! the delivery was SO late I never got the parcel it's been two months now. i contacted the service asking for where about my parcel is and i think it's lost because they asked do i want a new one or a refund and when i said i wanted a refund, i didn't get an answer from them and the live chat was disconnected and i couldn't contact them again. NEVER BUY FROM LOOK FANTASTIC. terrible.”

Helpful Report

Posted 5 years ago

“I bought my first purchase a couple of weeks ago. I was over charged and had a nightmare dealing with customer services through their messaging service. In the end they told me to post a message on social, or use the chat as those people would be able to resolve it quicker for me. The chat had been shut all week and I'd given up the will to live by that point with it, so I wont be shopping here again.”

Helpful Report

Posted 5 years ago

“"STILL WAITING!" Never had a problem with them before, until I needed a refund because they sent me the wrong items. Sent Email after email, used live chat, and telephone. Hardly a response only a label sent to me by email to send back the wrong items. Even then had to pay for postage. Only recorded messages sent to me now. Still waiting for refund!! Virus or no virus if the company cant show lack of commitment and customer service to their customers or If they currently have employee absence and cant cope then stop taking our money and close it down if you cant deliver. Pure greed!! Wont be using them again unfortunately. Very disappointed.”

Helpful Report

Posted 5 years ago

“AVOID. I would go to cult beauty instead- they use DPD which is a far more superior courier that fastway, used by look fantastic. My order was due for delivery over a week ago, no scans on fastway and no reply for look fantastic customer service (they have also shut down their live chat). Ordered off cult 2 days ago and I already have my order - free shipping also!”

Helpful Report

Posted 5 years ago

“HORRIBLE customer service. I’ve ordered from them for a while now and everything was fine. Until it wasn’t. They sent me the wrong order and when I reached out they didn’t read my emails and just kept sending prewritten responses. When I called them out, they got really rude and condescending. It has now been over 3 weeks and I still haven’t gotten my correct order. They are great until you have an issue. They don’t care about their customers.”

Helpful Report

Posted 5 years ago

“The worst company I have ever dealt with in my entire life! Don't buy anything from them. Customer service is terribly miserable. Delivery is equally the same! I still haven't got my orders yet after more than a month of waiting. I expect they will make the refund process to be difficult for me also because they just want your MONEY. They will take our money but deliver none of our orders to us! It appears to me that this is an organized SCAM.”

Helpful Report

Posted 5 years ago

“Never use this company. They have illegally tampered with my order history to make me sign up for a subscription service I never signed up to. The auto renew was switched off. Horrible customer service. Refusing a refund. Avoid!”

Helpful Report

Posted 5 years ago

“Ordered 15 April, still not arrived yet,stupid”

Helpful Report

Posted 5 years ago

“I placed my order 15 April, still not arrived yet, very disappointed, I asked for refund,but they told me I have to wait,becose it's stuck at Hermes, I emailed them 2 times, same answer,I have 2 wait,stupid”

Helpful Report

Posted 5 years ago

“Awful customer service! Ordered, money taken and good not delivered. Customer Service is beyond a joke. Messaged and emailed through all social media and website platforms. No reply and no refund. £68 worth of good and i am now fuming as I thought this company was good. Had previously used them but never again.”

Helpful Report

Posted 5 years ago

“This company is a joke. The website says delivery within 2-5 working days. I ordered 1 product and I've been waiting for well over 2 weeks now. I don't even know if I'll ever recieve the product. Please don't waste your money on this company.”

Helpful Report

Posted 5 years ago

“Such terrible customer service... I ordered two products at beginning of April... nothing had arrived by May 1st which was when they said they would be here by. I confirmed the delivery address as they asked... but with a tiny difference between the one I put on website... one included flat number and other not... for context I live in a residential school so all deliveries go to office regardless! They told me because the addresses don’t match exactly that if the product doesn’t arrive it’s my issue, not there’s! I started the process to take them to the consumer council and suddenly my product turns up... I do not understand why they didn’t contact the delivery company and find out what was going on in the first place... it’s clear that is was in the depot or I would not have got it so soon after they found out I had started a formal complaint.... what a lot of effort for two hairbrushes... I will never order from them again.”

Helpful Report

Posted 5 years ago

“Let's see, you're probably here to see if these guys are legit, i would warn you to stay the hell away. If i could give them a Zero start (exactly what they deserve), i would. I placed an order ($350USD), Order took a month to deliver, of course, it NEVER CAME. Contacting them took another month to settle, refund, right, another month or so. In between, it took them at least 2 days to respond. What a horrible horrible experience. PS I'm still waiting for my refund to process, lets bet it will take another 2-3 weeks. Run, run while you can.”

Helpful Report

Posted 5 years ago

“Ordered through them a few times... delivery was usually pretty quick and products seem to be genuine. However I my last order which was £140 was declined twice yet I had more than enough money in my account. 3rd time it was taken from my account yet is still showing as payment processing a week later suggesting a payment issue. NOW BEFORE I placed my order i read their covid 19 process and delivery procedure at this time throughly. Other than stating they are running 48 hours behind there was NOTHING suggesting that there are any other issues. A few emails later and not one single acknowledgment or response. I'm guessing I'm now out of pocket £140. With no telephone number its highly unlikely this will get resolved. Im so angry as although they are claiming to take staff safety seriously during this time I'm sure they have staff working from home that could atleast reply to emails. Such a shame... I wont be ordering through them again! Yet I'm still being bombarded with emails everyday promoting their daily discounts. I suggest they stop biting off more than they can comfortably chew! Sort the orders out you already have taken money for!”

Helpful Report

Posted 5 years ago

“I have not my order since March 14th .I exchange tons of messeges and still not clear where is my order .Sad .I realy wanted to be your customer”

Helpful Report

Posted 5 years ago

Lookfantastic is rated 1.3 based on 1,418 reviews