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

“Terrible customer service agents! didnt gave me proper advise regarding my delivery issue. And kept on telling me that the delivery will take up to 30 days however their website says that the estimated delivery of my order was by 1st October. They insist that they can only investigate my query after 30 days! Now its already 14th October and I took the initiative of calling our local post only to find out they have attempted to deliver on 29th September and item was sent back to Lookfantastic as I was not able to collect. Your service is not fantastic at all.. And this will be the 1st and last purchase I will have thru you guys. NEVER AGAIN!!!!”

Helpful Report

Posted 6 years ago

“Received confirmation of order by email. They incorrectly had delivery address as home address when I stated different delivery address. Contacted Customer service within an hour of placing the order and was told it couldn't be changed. When I informed her that I am out most of the day she said I could pick it up at my Post Office which happens to be closed for repairs. I am very disappointed with the response and the service from this company. It also appears I can no longer log on to my account, strange!!”

Helpful Report

Posted 6 years ago

“Tried to add discount code off your own website but it wasn’t added. Messaged and chatted to your customer services They just said nothing they could do. Won’t order again.”

Helpful Report

Posted 6 years ago

“Great products, very poor customer service. Charges for returns that are their fault. No coordination of complaints raised. No responsibility taken over what they are advertising and promising to deliver. Will not be ordering again as there are many other places that would appreciate my custom more”

Helpful Report

Posted 6 years ago

“you know what you and your company are ridiculious first you send me just samples not my £30ml perfume first time this has happened and its taking you guys soo long for an conclusion joke in it and lizzi who i spoke to was verry rude and no manners at all really stuck up and dosent help at all infact jus makes things work awful attitude problem she has and also you i would never shop again dont give me replacment or refund dont want anything i rather loose my money than chasing you lot who are doing nothing. i will also send this message on trust pilot aswell for look fantastic !!!”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“payment made via MOLPay. late update yes I understand. make a report almost 10 times. finally silent with no update. too bad customer service. very bad finance department and also I will not come again.”

Helpful Report

Posted 6 years ago

“Poor customer service they didn’t refund me for the damaged shipment which I didn’t receive because the courier couldn’t deliver it due to its bad condition. It’s been a week and they still trying to figure out how to solve this problem ?!!!!!!! And they didn’t solve yet Unfortunately this is my first experience with them which I am very regretful”

Helpful Report

Posted 6 years ago

“received damaged items, tried to return/refund, they asked for photos to be sent via their website. Their web page did not show attach option on mobile, after sending several emails, they still sent me the same instructions, eventually I tried it on pc, and saw the attach option, which would not attach my photos, no matter what format/size I tried, they were of wrong format & size!! as you can predict, eventually I gave up! They so professionally know how to con! I would never ever use them again!!”

Helpful Report

Posted 6 years ago

“Really disappointed. Bought GHD gold straighteners from lookfantastic after 15 years' near-daily use of my second pair of trusty GHD IV classics, which finally broke. Thought I'd treat myself and upgrade to the more pricey GHD gold. Due to the design, the 'gold' straighteners just don't work. They don't straighten my hair, and they don't give any kind of curl that will hold. Used them twice/three times - tried to exchange for the classic GHDs after having them for around 4 days - told not possible by customer service. Will not refund, and will not exchange. Patronising and unhelpful replies - "it's your personal preference" "maybe we can sell you some hair products" "take it up with GHD" - despite telling them the straighteners they sold me are not fit for purpose and don't do what was advertised, are useless to me, and were expensive. Fobbed off despite four messages to them. I've now bought some classic IV GHDs from another supplier, and they work well, as expected. Buyer beware, I will not be shopping with lookfantastic again - a shame, as I was a loyal customer for years.”

Helpful Report

Posted 6 years ago

“I have been a customer for many years for Lookfantastic I have had a problem with a duplicated order which was the companies fault although they did charge me twice , having to chase every step of the way to get a refund then the same hassle for refund of postage ,( how did they think it was returned) no sorry for all the inconvenience obviously they do not need customers. Never again avoid”

Helpful Report

Posted 6 years ago

“Terrible delivery process. They use less than adequate courier companies. They have lost my order twice and did not provide any information on the location of my order after contacting them numerous times. For my past two orders, my parcel has been in the country for 10 days and in the end I did not receive either package as they got lost. When I contacted their customer services department they were so rude and did not help me at all. They ended online conversations rather than actually dealing with my issue and helping me out. The first time they lost my order, they offered me £5 on my account for the hassle.. To be honest I think that is insulting as I had spent over €80. I did not receive the refund for over 3 weeks as they could not locate the parcel. I do not feel that I should be out of pocket as a result of their company not being able to carry out a delivery correctly. They should not offer online delivery if they cannot carry out the service. Its a joke. Stay clear!”

Helpful Report

Posted 6 years ago

“Ordered something for next day delivery on 24th July. Still has not arrived. Contact customer service, told they need to talk to delivery company so still do not have a refund. Do not use as if it anything does go wrong, they won't help you”

Helpful Report

Posted 6 years ago

“Lost order, terrible customer service process!! I've always loved Look Fantastic and have had no issues, until now. My parcel said it was delivered but it wasn't delivered to my address as it's nowhere to be seen. In order to get the goods sent out to me or get a refund, you have to download their 'Non-Receipt of Goods' form and sign your signature. They don't accept an e-signature or a scanned in signature (I used the one that I use for all of my legal docs but they rejected it), they said that I either needed to print it at a print shop (I'm a freelancer and don't have/need a printer at home) or they would send one out in the post - delaying getting my goods delivered to me, and being even worse for the planet than using paper to sign on - they would be delivering it as well! I'm in complete shock at how old fashioned, bad for the environment and completely time-wasting for a customer who hasn't received their order this is!! They won't accept an e-signature because they say it isn't legally binding. WHAT? What year year you living in? See below: Are electronic signatures legal in UK? The U.K has accepted electronic signatures since 2000, since the Electronic Communications Act 2000, and now adheres to the eIDAS regulations that came into play July 2016. Giving businesses the option to use e-signatures whilst trading.”

Helpful Report

Posted 6 years ago

“Received my perfume today . I am a hundred percent sure it is a fake . I have had the perfume before from the band’s web so I know the perfume very well . This one has no smell hardly at all. I am very disappointed! I have logged a complaint by phone and have to wait for the outcome. I am not impressed at all !”

Helpful Report

Posted 6 years ago

“Terrible company. I ordered on 30th Jun, and on 19th jul I got email they are canceling my entire order because of pricing error, I have over 20+items in the order with amount over 200pounds! Asked their CS what's going on in Facebook messenger, got a ton of questions asked only to further asking me to confirm my value and date which there is no reason for them NOT TO Ask in the first place. I have been a customer for a few years, then stopped, now I come back for this order only to find out their services has been this terrible. The pricing error is not acceptable, they didn't care to explain exactly which item has an error and I was not notified for 20 days, they took my credit card info and my money, which is very suspicious and decided to tell me 20 days later!! Please stay away and there is other good site”

Helpful Report

Posted 6 years ago

“Placed an order, received the wrong item, was asked to return the incorrect item before they would send me what I had ordered. Sent it back. A week later I had to chase them only to be told that the warehouse had received it back 3 days ago and that it would take at least a few more days to reach head office before they would send me the item I ordered. Disgusting customer services. I would never use them again as they obviously do not know how to treat customers. This was their error and they are treating me like it was mine. 10 days and still nothing.”

Helpful Report

Posted 6 years ago

“I felt I received extremely poor customer service from this company and would not recommend anyone to use. I felt like I was treated like a cash cow.”

Helpful Report

Posted 6 years ago

“You've got the worst customer service… You've got the worst customer service ever.. I have lodged a complaint for my very first shipment that came in this week. Decided to try out the website after recommendations from my colleague. Out of the five products, three were delivered damaged, leaking and unsealed. I am asking for refund for only one of the damaged products and yet I do not get a satisfactory reply till now. Your customer service is also ignoring me on all my other queries on the free gift (which came leaking..i wonder why you give your customers leaking products as free gift!) and the unsealed product which I paid and which is not cheap. It is very disappointing as this is going to be my first and last shipment.. All your products also doesn't come with expiry dates and packed in old and unsealed packaging. It makes me wonder if you just randomly sent your customers returns or used products. :(”

Helpful Report

Posted 6 years ago

“Absolutely fine until you have a problem and then they are USELESS! I have spent a fortune with this company, then when my parcel went missing they took zero ownership and it was up to me to try to prove I didn't get the delivery because as far as they were concerned the tracking information said it had been delivered even though it hadn't. I had CCTV footage proving there was no delivery on the day and time stated but they did nothing to help me. Over a week later the parcel turned up at my office, this was after I had repeatedly chased Hermes and Look Fantastic and been given misinformation and the run around by both of them. When the parcel finally arrived I told them and I got an email back from Look Fantastic saying what was the source of my information as the tracking showed it being delivered a week before! What a joke! They clearly hadn't bothered doing anything and if the parcel had never arrived I would probably have been £66 out of pocket. After this I won't be buying anything from Look Fantastic again and it is entirely because of the way I have been treated. Because I don't need to deal with retailers who treat their customers like this and cause stress and inconvenience. When the parcel went missing I had to fill in a form and not only list my order number but every item in the order (even though they had that information already) then they did nothing with it other than fob me off. Anyway from now on I will shop with sites that treat their customers properly and who don't use Hermes! (This is the 3rd issue with Hermes deliveries in 3 weeks all to different addresses in different areas)”

Helpful Report

Posted 6 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews