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

“UNRELIABLE DELIVERY !!! Ordered a couple of items as an Xmas gift to be delivered to a locker for collection. Website clearly stated that if the order was placed before 21st Decemeber it would arrive before Christmas. I placed the order at 6am on 20th December. Received an email that the order was dispatched and estimated delivery between 23rd-24th December. Then last minute on Christmas eve I receive an email telling me the shipment will be delayed, with no indication of when it will be delivered?! I then had to rush out to find an alternative xmas gift. Very disappointed as I wanted to gift this specific face mask. When trying to contact customer service through whatsapp they take hours to reply and when they do, it's a generic, automated response. They stated to expect up to 7 working days for delivery. So WHY STATE ORDER BEFORE 21st FOR XMAS DELIVERY on the website??!! WILL NEVER USE THIS COMPANY AGAIN, and will not be recommending them to any friends or family.”

Helpful Report

Posted 3 years ago

“Lied about order status and admitted their failure on xmas eve Ordered item on Dec 1st - est. delivery on 12th-14th. On the 18th hermes stopped updating and after opening 3 messages with LookFantastic I finally get a response. First response (22nd Dec) "that item was never in stock" Second response (23rd Dec) "that item was in stock and was sent to hermes on 11th - if you haven't had it in 48 hours contact us" Third response "nah, lost in delivery you need a refund" - also this one got my name wrong. Unbelievable how wrong a company can go with different team members not giving the same information, the website giving other information.”

Helpful Report

Posted 3 years ago

“I ordered my wife's Xmas presents first week of Dec and I've still not received Xmas eve. THE WORST DECISION IVE MADE USING THIS COWBOY COMPANY. NO UPDATES JUST A LONG PENDING OF MY GOODS NOT GETTING DELIVERED. I WILL NEVER TRUST THIS BACKSTREET SHOP AGAIN.”

Helpful Report

Posted 3 years ago

“Worst experience, pathetic customer services. Website do not show the delivery charges and when the parcel arrives they ask for delivery charges. If you return the parcel then keep up following for months and months to get the refund. Do not shop with them. They don't have capable team to resolve customer grievances. Once money is gone, you can not help and they will not refund.”

Helpful Report

Posted 3 years ago

“Please do not use this company. Brought a bottle Jo Malone perfume at £102, which is the highest price (some company will charge cheaper but will explain there has no original package). The bottle I received from Look fantastic is opened, no original box, no sealed and has been used. Delivered with brown paper wrapped up. I have made the complain with photos as evidence. But they replied and asked for more photos. What can I take more photos about it. It's not damaged. I brought this as a gift to a friend so I can't do that anymore. Waste your time to use this company. Go for better quality company. Also this is”

Lookfantastic 1 star review on 23rd December 2021

Helpful Report

Posted 3 years ago

“Terrible Website. I ordered a set of 4 items and they sent me only one item of 4 that should have been shipped. I rang the customer service phone number and they hung up on me 3 times after waiting an hour and 10 minutes on hold in total. Customer service was abismal. Offered me 50 percent of my money back. Don't bother buying Kerastase or any other product from this company.”

Helpful Report

Posted 3 years ago

“Courier has not updated my delivery since 06.19 on the 14th December. Have contacted company several times to ask where my order is. Just getting emails back every 24 hours telling me to be patient as it is a very busy time. I only used this company as I was being offered 22% NHS discount. You can't chat to anyone, just have to wait on them getting back to you. Sorry that I used them. This order is Christmas gifts. Never again.”

Helpful Report

Posted 3 years ago

“Order no357452855 ordered in Nov - debited to my account 29th November in the sum of £26 25 ha NOT been received. You have therefore stolen my money. Where are the 2 Kerestase shampoos - how many times do I have to inform you and on Trust Pilot - bad reviews, bad company, no phone number that works, whst has happened to your organisation?”

Helpful Report

Posted 4 years ago

“Ordered a shampoo and conditioner duo, only received the conditioner. I messaged them to try to get the missing shampoo. At first I was offered a refund or a replacement, so I choose for the replacement as it was for a gift. They then made me confirm my order details. After that, they then said the would offer me a 50% refund out of “good will”. Absolute joke, don’t see why they couldn’t just give me the shampoo that they messed up giving me in the first place. It’s not out of stock so just want the shampoo. And the refund wouldn’t even cover buying just the shampoo again!!”

Helpful Report

Posted 4 years ago

“NEVER AGAIN!!!! I had the worst experienced ever ordering online from this store as what have others commented this is a scam.Ordered multiple items from them last week of November and out of nine items i ordered only two arrived but on my account was written item dispatched.Tried to contact them and just like other reviews they are just given automated answer and it feels like banging your head on the wall as everytime you emailed them for follow up it seems like you need to start from scratch,there is no continuity of their answers nor will give you hope that they are putting action on your complaints...MY WORST NIGHTMARE AND TRAUMATIC EXPERIENCE ORDERING ONLINE....THIS IS A HUGE SCAM!!!!!!”

Helpful Report

Posted 4 years ago

“I have been waiting on a large order for the last month. I placed the order in October and it was gifts for birthday and Xmas. I explained to them that I needed them before Xmas but they kept saying it has been processed and dispatched. When I’ve contacted Herms they informed that they haven’t received the parcel. Look fantastic are scams. They are unreliable and are the worst company ever. I have got no where with them and constantly am waiting. Their responses are automated, generic and unsympathetic! I would never recommend them to anyone. They kept using the Xmas period as an excuse but I placed the order in October. They shouldn’t advertise a product nor take funds for products they don’t have, I have paid for a service & product which until this day I haven’t received. PEOPLE DO NOT ORDER FROM THEM. If anyone has any advice on whom to contact regarding all this then please let me know.”

Helpful Report

Posted 4 years ago

“6 weeks gone and goods have not arrived. They lied that they dispatch the order and it was lost when the courier did not even receive the package from them. Refused to give refund and told me to ship the items back in pristine condition to get a refund. What a joke. And they also told me to expect 30 days for delivery (in addition to the 6 weeks I have already waited) when I paid for the 8 days tracked delivery. Scam company.”

Helpful Report

Posted 4 years ago

“Order placed on 20th November, tried to cancel last week as it was a birthday present for someone and now it's too late. Live chat is not available, you have to email then wait 24/48hrs to get a response. They say I have to return the item as it has already entered the dispatch process?? As far as I am concerned it's not being dispatched, ever! They were quick enough to take my £59.85 payment. I will be reporting to Trading Standards if this is not resolved and refunded soon.”

Helpful Report

Posted 4 years ago

“Worst company ever!!! They lost mg package but there was no one I can call. I sent multiple email messages to them and someone random replied to me but never provided any help! And I could not get my refund! Don’t buy from this company! It’s a fraud!!!”

Helpful Report

Posted 4 years ago

“What a joke Look Fantastic is!Had an allergic reaction to one of the products and I’m trying to get a refund but all I’m having is an automated response with different names on it! I’ve wrote to them 5 times and no solution! I will NEVER ever buy from them again!Worst company I’ve ever came across!”

Helpful Report

Posted 4 years ago

“Order not received within time provided by them. Asked them to cancel and refund and they refused. Order placed 26th Nov and still no sign 21st Dec. Custo.er service is shocking. They fob you off and dont answer you fully. Would never use again. Christmas presents in January everybody! Will be returning free in January (which they suggested) Lets see how that goes next!”

Helpful Report

Posted 4 years ago

“Faulty item delivered had to pay for postage in order to return , along with printing label the company asked me to use Hermes and once they receive it back I will get my refund of product and postage . Sent it back on 29/11 and they still have not received item back at warehouse - Hermes said it was on its way back on 3/12/21 , have sent other things via Hermes and they have got it no problem. Not sure if Hermes or lookfantastic but not a problem free easy return now £43.00 out of pocket and had to buy an alternative gift so over £80 down.”

Helpful Report

Posted 4 years ago

“I placed my order 27/11 and up until now I don’t have the products or refund. I have sent multiple message since 2/12 and each time I was told my different people that the good were damaged on transit and that they now place a replacement even though the previous messages from their own customer/ colleagues said exact same thing. It feels like a deja vu! The messages seems like it’s automated with random names . Its a waste of my time, it’s just not fair. I can’t even find a number to call.”

Lookfantastic 1 star review on 20th December 2021

Helpful Report

Posted 4 years ago

“Waiting for order despatched beginning Dec - not received. 4 days ago told I would hear something in 48-72 hours. Only 2 Kerestase shampoos - paid for - and its 20 Dec where are they?????”

Helpful Report

Posted 4 years ago

“DO NOT ORDER FROM HERE - they send damaged products, multiple missing items, 3 wks to deliver. No refund and non existent customer service 👎🏼 Side note: they also keep posting on Instagram to rid of/ ignoring hundreds of negative comments from disgruntled customers.”

Helpful Report

Posted 4 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews