Lookfantastic Arvostelua 4 441

I’ve been a loyal and regular customer of Look Fantastic for years, but my recent experience has been absolutely shocking. I ordered the Medik8 double cleanser as a treat ahead of my hen party and wedding, something special that I don’t usually splurge on. When it arrived, the cleansing oil had completely leaked and was empty, and the cleansing gel was missing altogether.

I contacted customer service, and they assured me they would send a replacement. When the replacement arrived, once again the cleansing gel was missing. Since then, I’ve spent two weeks sending repeated messages to customer service, only to receive generic, copy-and-paste replies from different staff members who either ignore what I’ve written or repeat the same unhelpful responses. It honestly feels like talking to a bot.

In the latest message they have said "as a gesture of goodwill" they will give me a £15 refund if I return the oil. Please make it make sense. If I return the oil, leaving me with neither of the products that I purchased they will send me £15 - but I spent £39! The gesture of goodwill is leaving me £24 out of pocket, not to mention the amount of time I've spent on trying to get this sorted.

Look Fantastic has completely let me down, and after years of being a loyal customer, this experience has made me rethink ever ordering from them again.

This company is a very bad if you put your view here one person will reply call Ben will say he is sorry and here ro help and if you send him 100 messages will not reply back ..
My experince with them got bad the worse .
Eventually 100 messages later they collect the parcels ...even I had confirmation they had they told me that they can not find the parcels ..
After 100 messages later they find the parcels ..
But this time they accused me to use 3 items and cut the my refunds ..funny part is which they accused that items never come to me as they donne mistake and send it to me wrong ones in first place ..even they had pic ,emails about that items showed how damaged it arrived and wrong color send it to me ...
What they send never been used ..
Even they were wrong items never arrived ..
Try contact the this gentleman call Ben as he replies only when I put to complains here ..
But no answer at all and even they stop my sign in the account so I can not send anymore messages .
Now I am contacting citizen advice consumer help and I already I contact my credit card company as this company never will reply or they will admit they donne wrong .
I will take this further as I will be not paying something I didn't use or received.
So please be carefull if you want to use this company it is horrible to deal with there is no phone number avaliable so you stuck messages which different people reply or they never reply .
Horrible, unprofessional company .

Advised my order had been delivered (instruction was to my safe place) by email by LookFantastic but nothing received.
Sent an email and was asked to supply order number (I did in the original email) address etc - no further response received.
Evri was the courier, no ‘delivery card’ received, or proof of where the delivery was left/delivered to…
Appalling customer service..

I do not recommend this company to anyone. On 28 July 2025, I placed an order (Order No. 682967584), and during transportation, the goods were damaged twice. It has now been a whole week that I’ve been writing emails to them, explaining that the goods are with them, yet they are demanding that I fill out missing goods forms, even though the items are not missing but are in their possession.

I’ve wasted an enormous amount of time. It’s truly unfortunate that such stores even exist. This clearly demonstrates their lack of competence, poor quality assurance, and the inadequacy of their logistics system.

Today is 06-10- 2025, but I'm still waiting for my refund. Already 13 working days. Today I wrote a message and received an answer that "Your claim is currently with our investigations team for review". It's unbelievable....

have never felt so let down by a retailer as I have by LookFantastic. I placed an order worth over £200 last Saturday, only for it to be lost in the post. I then had to wait three days before anyone would even arrange a replacement. I was told this would be dispatched on next-day delivery — but 48 hours later, no updates, no parcel, and no reassurance.

Because I urgently needed these items for my holiday, I was forced to reorder everything myself. By this time, half the products were out of stock, the prices had gone up, and I had to pay again upfront — pushing my total spend to over £500. I simply didn’t have the funds available to cover two orders at once, but an agent assured me that I could use the account credit they’d issued alongside Klarna. That information was completely false.

I want to be fair — one agent, Sam, actually seemed to care and tried to help. But beyond that, every other interaction has been with agents who provide cold, automated, copy-and-paste responses and seem powerless to actually resolve anything. It’s not their fault — the company clearly doesn’t give them the tools to do their jobs properly.

To make matters worse, the second order I paid extra to receive on next-day delivery has now been “delayed” in the post, with no guarantee of when — or even if — it will arrive. I have been given conflicting information at every turn: one person told me 24–48 hours, another 3–5 working days. There is no consistency, no accountability, and absolutely no customer care.

I have been a loyal customer since LookFantastic first launched, but this experience has shown me how little they value loyalty. Once they have your money, you are just another number.

My advice is simple: don’t shop here. The service is appalling, the promises mean nothing, and if something goes wrong, you’ll be left out of pocket, stressed, and scrambling to sort it yourself.

I placed an order on the 18th August and have still not received the product after various chats with them I a still waiting 10 days later even though it says was damaged in transit I was promised a replacement am now being told they cannot issue a replacement as they are awaiting a reply still from the courier which is evri

Shame on you look fantastic you have my money but I have no product

I do not seem to have any messages from you on my look fantastic account

My order number is 687128996 so you should be able to find my account details and reply there

super gode produkter til enhver smag og budget, fejlfri og hurtig levering - super lækkert , tak

Why offer Apple pay and then say it’s unavailable. Perhaps to attract customers some of whom may opt to pay by some other method. I will not be using this business again

I received the wrong item. Talked to the chat bots who were no help. They never are. Decided to get a return and discovered that I had to pay £2.99 to return an item I didn't order! Unacceptable. Won't use again.

Please do not order from this company ordered aftershave for my husband’s birthday which came with a free gift also paid for a years delivery pass
When my parcel arrived the free gift was inside but no £100 aftershave
After nearly two weeks of live chats message app emails I received an email saying they had reviewed CCTV and my order was correct ( no proof of this was provided) and on top of this it said they had closed my account down and would not accept any more orders from me
By doing this I can no longer contact them and they have no customer service number absolutely shocking

One of the worst services I’ve ever seen. To get through to a live-chat agent you need to take a day off and set aside a whole day to solve the problem. Even then, they reply very slowly — 5–10, sometimes 15 minutes between messages. Just awful. I spent about three hours in one day trying to resolve the issue. The parcel was on its way for a week, although I paid for next-day delivery. In the end they told me they wouldn’t do a replacement and that I should wait for the parcel. Eventually, after a huge hassle, it arrived — and it was in such a state that it was simply impossible. The issue was exactly the packaging. The parcel cost £300. It’s simply unthinkable.

As a result, I had to spend ages in chat to arrange a replacement; agents kept changing, and I had to explain my situation over and over, even though they could just read the conversation. In the end I managed to get them to do a replacement, although it should not have been so hard considering the condition of the parcel — and they don’t even offer a collection. Because of them I had to replace the parcel, and with this large box I had to go to the post office myself and stand in a queue.

When they received the return, I got an email saying a refund would be issued soon. But why? In the last three-hour chat I confirmed several times that I needed a replacement specifically. As a result I had to write again and waste my time. And for all this they gave me a £10 voucher — that was at the stage when the parcel was delayed; when it arrived and I had to struggle again with these problems, they told me they couldn’t provide anything more. It’s just ignorance — what kind of service is this?

I spent £700 in two days in their shop; the first parcel for £400 also looked very crushed, but everything inside was fine, so I decided not to fuss. In the end, over two weeks I spent money to receive my goods, and I also had to spend a lot of my time solving problems for something I had already paid for — and not a small amount. The service is basically zero. I’m very upset and angry for the whole day — they shredded my nerves.

I’ve used this company quite a few times, I’d like to think as a loyal customer that would be appreciated. However, the problem seems to be with free gifts if you spend over a certain amount. I’ve never received any, having looked through comments it’s a problem with a lot of people. I ordered a very expensive Elemis moisturiser and it very clearly stated I’d receive a free gift, I even got my husband to check to make sure. My order came yesterday, no gift. I sent messages to ask why and was told no such offer was on. Now I’m absolutely certain it was and it feels like I’ve been conned. It’s not a huge deal I know, but I won’t ever use them again. Seems like false advertising is ok to the company. Be aware if they offer a free gift chances are you won’t receive one.

Ordered aftershave on 4th was sent out and rerouted to my parcelshop , got lost in system and returned when found, I specifically asked them to refund which they ignored and resent the item which has been rerouted once again to my parcelshop, evri tracking won't work via the link, have to manually enter tracking number every time and still no movement but eta is today the 12th from the email, no update on evri so its probably lost in the system a second time. This can't be coincidence something tells me they will continue doing this and eventually try to keep the goods and my money, will never purchase from this crowd ever again, all they offer is chat with robot and automated apologies with stalling tactics.

Det var nemt at bestille

Look fantastic have cancelled my order and deleted my account. For absolutely no reason. No reason given. I also had points with them.
I have ordered from them for years with no issue. No returns or refunds made and today out of the blue cancelled my order and deleted my account. Which means I can’t log in to get support or help. No phone number or email address to contact them. Awful service.

Vil sige jeg var lidt skeptisk med at købe derfra pga deres reviews. Men er nu blevet overbevist, min pakke blev leveret et par dage før den skulle og jeg har fået præcis det jeg har bestilt.

Man kunne ikke vælge hvilken pakkeshop der skulle leveres til. De leverede så min pakke til en pakkeshop langt fra hvor jeg bor. De ville ikke rykke den til en tættere på mig, hvis jeg ikke var tilfreds måtte jeg vente til at postnord sendte pakken retur og så kunne jeg få en refundering.

Det er så en uge siden nu at postnord har returneret pakken, og jeg har intet hørt fra "lookfantastic".

Lad vær med at handle her. Dårlig oplevelse og kundesupport.

Ordered aftersun lotion - when it came it wouldn't rub into my skin and was all gritty. Was told not faulty so not their problem. it's meant to be a smooth lotion not grit! Not sure it's even the real product and it's not the same as when I ordered from elsewhere! Dreadful customer care - or should I say lack of it!

I reviewed this morning and it seems Evri say I have to get YOU TO CHANGE DELIVERY ADDRESS. Why won’t you do this. You incorrectly put the address on and refuse to refund my £27.45. You are a sham, scam and unworthy company. Reviews prove this. I want a refund as I won’t get it. I attach Evri I email. Sent to me I’ve asked you to send it to correct postcode you ignore me, Evri won’t change you do. Stop being idle and send my delivery correctly. You have until Tuesday when trading standards are brought in and anything else I can. I’ve tried to put Evri reply saying “supplier must change postcode as you got it wrong” information to you bounces back messages full. I will delete some which I’ve already screenshot as evidence

After all the hassle, Looks Fantastic have now refunded my money as I didn’t receive goods so I have given an extra star.

Har meldt mig ud af abonnement flere gange, og alligevel sender de pakker og trækker penge.